Refund Policy

A2Z Bus is committed to providing a transparent and fair refund process for all our customers. This document outlines our refund policies and procedures.

Refund Process

How Refunds Work

When you cancel a ticket on A2Z Bus, the refund process follows these steps:

1. Cancellation Request: You submit a cancellation request through your account, mobile app, or by contacting customer support.
2. Refund Calculation: The system calculates the refundable amount based on our cancellation policy.
3. Refund Initiation: A2Z Bus initiates the refund to your original payment method.
4. Processing Time: The refund is processed according to the timeframes mentioned below.
5. Confirmation: You receive a refund confirmation via email and SMS.

Refund Processing Timeframes

Refund Amount Calculation

The refundable amount depends on:

1. Cancellation Timing: How early before departure you cancel
2. Bus Operator Policy: Different operators may have specific policies
3. Ticket Type: Regular vs. promotional tickets
4. A2Z Bus Service Fee: A nominal service fee may be deducted

Standard Refund Calculation

Service Fee

A service fee of ₹100 or 5% of the ticket fare (whichever is lower) is deducted from all refunds. This fee covers the transaction processing costs.

Special Refund Scenarios

Bus Operator Cancellations

If the bus operator cancels the trip:

• You receive a 100% refund of your ticket fare
• No service fee is charged
• Refund is processed on priority

Partial Cancellations

For group bookings with partial cancellations:

• Each seat's refund is calculated separately
• The standard cancellation policy applies to each seat

Rescheduled Journeys

If you reschedule instead of cancelling:

• A rescheduling fee may apply (varies by operator)
• No refund is processed as the booking amount is adjusted against the new booking

Refund to Original Payment Method

Refunds are always processed to the original payment method used for booking:

• Credit/Debit Cards: Refunded to the same card
• Net Banking: Refunded to the same bank account
• UPI: Refunded to the same UPI ID
• Wallets: Refunded to the same wallet
• A2Z Bus Wallet: Credited back to A2Z Bus wallet

Non-Refundable Bookings

Some tickets may be marked as non-refundable:

• Special promotional fares
• Heavily discounted tickets
• Last-minute deals

This information is clearly displayed during the booking process.

Refund Disputes

If you have concerns about your refund:

1. Check Refund Status: Track your refund status in the "My Bookings" section.
2. Contact Support: If the refund is delayed beyond the mentioned timeframe, contact our support team.
3. Provide Details: Keep your booking ID and payment transaction details handy.
4. Escalation: If not resolved, you can escalate the issue to our dedicated refund team at refunds@a2zbus.com.

Force Majeure Situations

In case of extraordinary circumstances beyond our control (natural disasters, civil unrest, etc.):

• Special refund policies may apply
• These will be communicated through our website and to affected customers

GST Refund

For bookings where GST was charged:

• GST amount is included in the refund calculation
• A revised invoice/receipt is sent after the refund is processed

Need Help?

For refund-related queries:

• Email: refunds@a2zbus.com
• Phone: +91 96597 73777
• Live Chat: Available on a2zbus.com from 8 AM to 10 PM IST