Cancellation and Refund Policy

This policy covers bus bookings made through Shuvmarg. The named bus operator provides the journey; Shuvmarg manages the booking and helps with payments, cancellations and refunds. Your booking has a saved set of cancellation rules. A later policy change does not replace those saved rules.

Cancellation windows use the trip’s scheduled departure time in Nepal local time, not the time you reach an intermediate boarding point. Check the time windows before paying and on your issued ticket. The refund preview shows the rule that applies when you cancel.

The calculation and NPR 25 fee described below apply to current bookings. Earlier bookings follow their saved cancellation and fee rules and may need review where records are incomplete. There is no universal 90% refund for every booking.

• Sign in, open My bookings and choose the confirmed booking. Cancellation is available before its scheduled trip departure.
• All seats on that booking cancel together. Cancelling just one seat or traveller is not currently supported.
• Review the charge, retained booking fee, refund amount and destination before confirming. You can leave the preview without cancelling.
• After confirming, check the cancellation result and refund status. If the result is unclear or needs review, contact support rather than assuming the seats or money have been released.

The time window saved with your booking determines the cancellation percentage. For current bookings, the cancellation charge is the original seat fare multiplied by the deduction percentage for that window. For example, a 90% refund window means a 10% charge on the original seat fare. The charge cannot exceed the fare actually paid after offers.

We subtract that charge from the fare actually paid after offers. The flat NPR 25 booking fee is kept for passenger cancellation, including when the fare is fully refundable. We do not deduct another gateway fee or an extra charge for converting an eligible refund to SM Money.

An offer discount is not money paid and is not refunded as cash. The operator’s share of the cancellation charge is included in that charge; their commission does not create another deduction from your refund.

For a booking paid through more than one source, the refundable fare is divided proportionally across the sources that paid that fare. Money used for a retained booking fee is not included in the refundable fare. The cancellation preview shows the amount for each source.

• Refund credit used for the fare returns to SM Money as refund credit. It has no expiry.
• Rewards used for the fare return as rewards with their original expiry date. An expired reward is recorded as expired and cannot be spent again; cancellation does not extend its life.
• The part paid through eSewa can return to the original payment source or, when offered and chosen by you, become SM Money refund credit. That refund credit has no expiry and there is no additional conversion fee.
• Rewards and refund credit are not converted into a cash refund merely because you choose the original payment source for the gateway-paid part.

A cancelled booking cannot earn its cashback reward. Its pending cashback or scratch card is cancelled. For current bookings, a cashback reward becomes spendable only after the journey is completed and the card is claimed. Scratching a card before travel does not make its reward spendable.

Referral rewards also depend on the qualifying completed journey and the referral offer conditions. A cancelled qualifying journey does not count. If an earlier booking already credited cashback that was spent, the refund may need review so the same money is not returned twice.

A discount coupon is separate from SM Money. Cancelling does not guarantee that a previously used or expired offer can be claimed again; its own conditions apply.

If the operator cancels the trip and your journey is not provided, the full amount collected for the affected booking is refundable, including the booking fee. There is no passenger cancellation charge. The refund still follows the recorded payment sources; reward credit keeps its original expiry.

You do not have to accept an alternative journey instead of an applicable refund. Contact support about a material change to the route, departure, boarding point or service. Ordinary traffic delays do not automatically mean a trip has been cancelled.

Returning from eSewa, closing the payment page or seeing a debit does not by itself prove success or failure. If payment is unconfirmed, use Check status on the original payment page and keep its reference. Contact support before paying again if the result is still unclear.

If no payment completed, there is no gateway payment to refund. If money was received but no ticket could be issued, the verified amount is returned in full, including the booking fee, without a passenger cancellation charge. A verified duplicate charge is also returned in full.

A payment under review is not shown as refunded until its receipt and return are verified. A screenshot alone does not confirm an issued ticket or a completed refund.

Eligible returns to SM Money are recorded when the cancellation and refund are successfully processed. They may take longer if the booking or payment needs review. Choosing SM Money is optional; it is credit for eligible future bookings, not a bank withdrawal.

A return to the original payment source requires payment processing and verification. The booking shows the recorded refund status. Processing time can depend on the payment provider and any review needed; this policy does not promise a fixed number of hours or days.

If a refund is marked completed but has not appeared in the original account, contact support with the booking reference and refund details so we can investigate.

Normal passenger cancellation closes at scheduled trip departure. Missing the bus does not automatically qualify for a refund. If the service was not provided, was interrupted or materially differed from the booking, contact support for a review of the facts and applicable rights.

An authorized agent booking follows its saved cancellation rules. The return route depends on how payment was collected and who paid. Contact Shuvmarg if an agent does not provide the cancellation information or an approved refund.

Incomplete or earlier payment records may need review before a refund can be confirmed. An older booking is not silently charged the new booking fee or given a new cancellation schedule.

Contact support with your booking or payment reference if you disagree with a calculation or have not received an approved refund. Ask for a formal complaint reference if you want the matter recorded as a complaint. We will investigate and explain the decision.

Nothing in this policy removes a remedy available under applicable consumer, transport or electronic-commerce law. Complaints covered by Nepal’s Electronic Commerce Act will be investigated and decided, or answered with reasons, within 15 days of receipt.