Cancellation Policy Refund Policy

Before buying a ticket, customers are requested to read the following cancellation and refund policies carefully.

Cancellation Policy

Tickets bought through BusBook can be cancelled as per the cancellation policy below. However, as a ticket selling agent, BusBook is bound to comply with the terms set by the operator/event organizer/vendor whose ticket it is selling. So, if the operator/event organizer denies refund even though claim was made within the terms mentioned here, BusBook will be unable to issue such refund.

Auto cancellation

No Show

The Ticket will be automatically cancelled if the passenger fails to report at the boarding station 20 minutes before scheduled departure time. In such cases, bus operators’ opinion will be counted as final.

Failure to Pay

No ticket will be activated unless the customer has paid the full amount mentioned on the screen.

For mobile payments, it is the responsibility of the customer to verify and activate his ticket himself. BusBook sometimes does the verification for the customer as a courtesy, but it is not BusBook’s responsibility or service promise.

Tickets will be automatically canceled if customer does not confirm payment within 30 minutes of reservation in case of mobile payments, 15 minutes in case of internet banking and upon arrival of delivery man, in case of COD. For mobile payments customer must complete payment and also verify ticket within this stipulated time. During Eid sales month, BusBook will not do any verifications on behalf of the customers.

Ticket cancellation eligibility

Regular Time (Non-Eid Period)

To be eligible for refund, customer must cancel the ticket and provide accurate refund information (detailed below) within a certain number of hours before the trip time, as outlined below.
 

Customers will be eligible for refund after the grace period mentioned above only if

the trip was cancelled after the grace period AND

the customer has filed for the refund within 24 hours of the cancelled trip time AND

the bus operator has confirmed that the customer has not traveled. Confirmation of travel is solely at the discretion of the bus operator. In case of dispute, BusBook is bound to take the bus operators decision as final.

During Eid

For eid tickets, customers are eligible for refund ONLY if
the operator cancels the trip and cannot provide an alternative arrangement.

Refund Policy

Regular Time (Non-Eid Period)

No ticket will be refunded unless it has been cancelled as per the cancellation policy above.

No refunds will be processed without a written request in the correct format (as outlined below) sent to [email protected] within the timeframe requirement given above

Refund Request Format

Ticket booking number (required if a ticket was issued)

Mobile number used while buying the ticket

Category (e.g Bus)

Date of payment

Method of Payment (e.g., bkash, COD, card)

Mobile payment trxID (for mobile payments)

Card type (e.g. Visa) and last 4 digits (for card payments)

Where refund should be given to:

Personal bKash Number (If paid through bkash) OR

OR Bank details (if paid through card/online baking/DBBL mobile banking) with Account Number, Bank Account Name, Bank Name, Branch Name and Routing Code.

No cash refund given

For cards, refund will be given only to the card used for purchases

During Eid

Customers MUST claim refund at the operator’s counters in case of trip cancellations.

Timeline of refund

Regular Time (Non-Eid Period)

Upon receiving refund requests accurately in the format outlined above, BusBook will process refund within 10 business days (excluding holidays / weekends), subject to verification by the transportation operator/event organizer.

For clarity, timing commitment starts from the time of receiving the ACCURATE information, mistakes will cause delays

Further if the operator/event organizer takes time to verify eligibility or denies refund, BusBookwill not be able to fulfil its ref

In case of payments through credit card, debit card or internet banking, after BusBook processes the refund, the payment gateway or bank may take up to 1 week to 2 weeks to credit the amount to customer account, which is beyond BusBook’s responsibility. Once BusBook has processed the refund, customers are requested to enquire at their respective bank(s) about the status of the refund.

During Eid

Customer must claim refund from bus operator’s counter before trip time

Amount of refund

Fees charged by payment gateways, credit / debit cards, mobile payment gateways (e.g. bKash) are non-refundable due to the policies of the respective organizations, which is beyond BusBook’scontrol.

BusBookconvenience fee is refundable only in case of trip cancellations by operators during non-eid times. For Eid tickets, BusBook’s fee is non-refundable even if the operator has cancelled the trip. This fee is also non-refundable if the passenger cancels the tickets due to a change of decision to travel.

BusBookTicket delivery fee is non-refundable.

As per policy of an operator, BusBook may deduct a certain percentage (%) of the ticket price towards cancellation fee, where-ever applicable.

For refunds through mobile payment gateways (e.g. bKash), a fee is charged by the mobile payment company which will be deducted from the eligible refund amount. Similar condition will apply if the bank charges any such additional fee.

Special circumstances

If a customer has sent payment to BusBook without booking a ticket, i.e., there is no transaction ID or tickets booked/reserved by the mobile number of the mobile payment account, he can claim for refund in the similar procedure as above, without the BOOKING number. Such refunds will be given 20 business days (excluding Friday and Saturday) AFTER the event/trip has taken place. This is applicable for eid times also.

Customers are requested not to pay

by mobile payments before booking/reserving the ticket or

by any means other than our accepted modes of payments. In such cases, we will not be able to process any refund.

If a customer has made an excess payment for a ticket accidentally, he is eligible for refund but he must claim for the refund within 24 hours of making the payment

If a customer has reserved a ticket and made a payment, however, for some reason, the ticket purchase process was not successful and a ticket was not issued, a customer can claim refund as per the policy above. booking number is not required, but mobile # used for booking and other information are required. In case of card payments, last 4 digits of the card, type of card is also needed. It is to be noted that for reasons beyond BusBook’s control, card payment may sometimes require time to post on the payment gateway’s panel which BusBook uses to verify payment. BusBook can only verify payment after it has been posted on the said panel.

Eid tickets are non-refundable and can not be cancelled or rescheduled. For convenience, download our Android App.