Refund & Cancellation Policy

Introduction

This Refund and Cancellation Policy outlines the terms and conditions for canceling bookings and requesting refunds for Topay transportation services. We strive to provide flexible options while maintaining operational efficiency.

1. Cancellation Policy

1.1 Single Trip Cancellations

For individual trip bookings, the following cancellation terms apply:

1.2 Monthly Pass Cancellations

For monthly pass subscriptions:

• Before activation: Full refund if canceled before the pass start date
• Within 7 days of activation: Pro-rata refund for unused days minus 10% processing fee
• After 7 days of activation: No refund available
• Unused passes: Refund available only if not used at all, minus 15% processing fee

1.3 Corporate/Bulk Bookings

Corporate and bulk bookings follow customized cancellation terms as specified in the service agreement. Please contact our corporate support team for specific details.

2. How to Cancel a Booking

2.1 Cancellation Methods

You can cancel your booking through the following methods:

• Mobile App: Navigate to "My Bookings" and select "Cancel Booking"
• Website: Log in to your account and cancel from your booking dashboard
• Customer Support: Call +91 9327282729 or email support@topay.tech

2.2 Cancellation Confirmation

Upon successful cancellation, you will receive:

• Immediate confirmation via app notification
• Email confirmation with cancellation details
• SMS notification with refund information (if applicable)

3. Refund Policy

3.1 Refund Processing Time

Approved refunds will be processed according to the following timeline:

• Digital Wallets: 1-3 business days
• Credit/Debit Cards: 5-7 business days
• Bank Transfers: 7-10 business days
• UPI: 1-3 business days

Note: Processing times may vary depending on your bank or payment provider.

3.2 Refund Method

Refunds will be credited to the original payment method used for booking. In exceptional cases, alternative refund methods may be arranged by contacting customer support.

3.3 Partial Refunds

Partial refunds may be issued in the following situations:

• Cancellation within the partial refund window
• Service disruptions caused by Topay (full or partial refund at our discretion)
• Route changes or schedule modifications initiated by Topay

4. Service Cancellations by Topay

4.1 Topay-Initiated Cancellations

If we cancel your trip due to operational reasons, you are entitled to:

• Full refund of the booking amount
• Alternative trip at no additional cost (if available)
• Compensation credits for future bookings (at our discretion)

4.2 Force Majeure Events

In case of cancellations due to force majeure events (natural disasters, government restrictions, strikes, etc.):

• Full refund will be provided
• No cancellation fees will be charged
• Alternative arrangements will be offered when possible

5. Rescheduling Policy

5.1 Trip Rescheduling

You may reschedule your trip according to the following terms:

• More than 24 hours before trip: Free rescheduling (subject to availability)
• 12-24 hours before trip: ₹50 rescheduling fee
• 6-12 hours before trip: ₹100 rescheduling fee
• Less than 6 hours before trip: Rescheduling not available

5.2 Rescheduling Limitations

• Rescheduling is subject to seat availability on the new date/time
• Each booking can be rescheduled only once
• Price differences may apply if rescheduling to a different fare category

6. No-Show Policy

If you fail to board the bus at the designated pickup point:

• The booking will be marked as a "no-show"
• No refund will be provided
• The seat cannot be transferred to another trip
• Multiple no-shows may result in account restrictions

7. Special Circumstances

7.1 Medical Emergencies

In case of genuine medical emergencies:

• Contact customer support immediately
• Provide valid medical documentation
• Full refund or rescheduling may be offered at our discretion

7.2 Service Quality Issues

If you experience service quality issues during your trip:

• Report the issue immediately via app or customer support
• Provide details and evidence (photos, videos if applicable)
• We will investigate and may offer partial refund or compensation

8. Refund Exceptions

Refunds will NOT be provided in the following cases:

• Passenger arrives late and misses the bus
• Passenger provides incorrect pickup location
• Passenger violates terms of service or code of conduct
• Promotional or discounted bookings (unless otherwise stated)
• Gift cards or voucher redemptions (subject to voucher terms)

9. Dispute Resolution

9.1 Filing a Complaint

If you disagree with a cancellation or refund decision:

• Contact customer support within 7 days of the incident
• Provide booking details and supporting documentation
• Our team will review and respond within 5-7 business days

9.2 Escalation Process

If your complaint is not resolved satisfactorily:

• Request escalation to the customer service manager
• Provide additional information if requested
• Final decision will be communicated within 10 business days

10. Promotional Offers and Discounts

Special terms may apply to bookings made with promotional codes or discounts:

• Cancellation and refund terms will be specified at the time of booking
• Some promotional bookings may be non-refundable
• Discount amounts may be deducted from refund calculations

11. Wallet and Credits

11.1 Topay Wallet

Refunds may be credited to your Topay Wallet:

• Wallet credits can be used for future bookings
• Credits are valid for 1 year from the date of issuance
• Wallet credits are non-transferable and non-refundable to bank account

11.2 Compensation Credits

In certain situations, we may offer compensation credits:

• Service disruptions or delays
• Quality issues or inconveniences
• Goodwill gestures for loyal customers

12. Policy Updates

We reserve the right to modify this Refund and Cancellation Policy at any time. Changes will be effective immediately upon posting on our website. Bookings made before policy changes will be governed by the terms in effect at the time of booking.

13. Contact Information

For cancellations, refund inquiries, or assistance, please contact us: