Refund & Cancellation

1. Summary

Refunds are prorated by unused commute days in the current monthly cycle. A small processing fee of ₹50 + GST is retained on each approved refund to cover payment-gateway costs. Where the platform is at fault (e.g. published route cancelled by us), the processing fee is waived.

2. Eligibility for refund

You are eligible for a refund if:

• You cancel within 7 days of purchase and have not used any ride in that period (full refund);
• You cancel mid-cycle and have unused ride days (prorated refund);
• The platform is unable to deliver the service on a published route for reasons attributable to us.

You are not eligible for a refund if:

• You have already used the pass for the majority of the cycle;
• Your account is suspended for breach of the Terms of Service;
• The unused ride days are fewer than 7 in the current cycle;
• You cancelled for reasons unrelated to platform fault.

3. How refunds are calculated

The refund amount is computed by the platform as:

Refund = (Unused ride days ÷ Total ride days in cycle) × Pass price
       − Processing fee (₹50 + GST)
                

Worked example: a 22-ride-day cycle where 12 days were used and 10 are unused → (10 ÷ 22) × ₹2,200 − ₹59 = ₹941 refund. The processing fee is waived if the cancellation is caused by a platform-side failure.

All adjustments are recorded in the platform's append-only ledger; original entries are never edited.

4. Cancellation by passenger

You may cancel an active Platform Fee / Ride Wallet booking at any time via the in-app settings or by writing to admin@travelsathi.online. The refund is computed as above and processed within 5–7 business days to the original payment instrument.

If auto-renew is enabled, you must disable it before the next renewal date to avoid a new charge. Disabling auto-renew does not refund the current cycle.

5. Cancellation by provider

If the provider cancels a published route mid-cycle, passengers on that route are entitled to:

• a prorated refund for the unused days of that route; or
• a free reallocation to an alternative route operated by a verified provider of equal or lower fare (subject to seat availability).

Reallocation is the default unless you request a refund explicitly. Where the provider has documented system fault (document expiry without timely renewal despite platform reminders), no penalty is applied; where the provider's absence is unexcused, the platform may additionally apply earnings adjustment.

6. Backup ride & service disruption

Where the platform's 11-criteria backup matcher successfully assigns a verified backup provider, the passenger is not entitled to a refund — the Platform Fee / Ride Wallet booking covers backup service at no additional fare. Where no backup can be assigned and the passenger's commute is disrupted, the unused ride days for that period are refunded (or credited towards the next cycle, at the passenger's choice).

7. Payment failure & duplicate payments

Payment failure: if a charge fails at the gateway, no pass is issued and no money is deducted. The transaction is recorded as failed and the user is notified to retry with an alternate instrument.

Duplicate payment: if the same order is charged twice due to gateway retry or user double-tap, the duplicate is auto-detected (gateway returns matching txn references), the second charge is auto-refunded within 3 business days, and the user is notified by email with both transaction references.

Pending / stuck payments: if the gateway reports pending for more than 24 hours, the platform treats the transaction as failed, releases the seat, and the user is not charged.

8. Refund processing timelines

• UPI / cards: 5–7 business days from approval.
• Net-banking: up to 10 business days.
• Bank holidays and gateway settlement delays are outside our control; if a refund is delayed beyond the expected window, write to admin@travelsathi.online with your transaction ID.

9. Provider earnings & ledger adjustments

Provider earnings are calculated on the basis of actual rides delivered, not gross pass revenue. When a passenger is refunded, the corresponding provider earning entry for that period is reversed via an adjustment row in the ledger. The platform's financial ledger is append-only — reversals are never edits to the original record.

10. Disputes

If you disagree with a refund decision, write to admin@travelsathi.online within 15 days of the decision. Unresolved disputes may be escalated to our Grievance Officer at grievance@travelsathi.online or to the appropriate Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019.

11. Non-refundable cases

• Charges for ride days that have already been delivered.
• Charges arising from a passenger's voluntary suspension of account.
• Fraud-flagged transactions — these are reversed only after fraud investigation concludes.
• Premium add-ons or platform fees, where applicable.

12. Cancellation by Travel Sathi

If we discontinue the service in your area, you will receive a full prorated refund for the unused portion of the current cycle. We may also offer a free reallocation to a different verified route, where one exists, subject to seat availability.

13. Contact

For refund-related questions, write to admin@travelsathi.online. Include the pass ID, transaction reference and a brief description of the issue so we can process your request quickly.