1. Overview
This Refund & Cancellation Policy ("Refund Policy") forms part of the Terms & Conditions between you and Goldy Motors ("Goldy Bus", "we", "us", "our") and applies to all Bookings made through our website, our booking telephone lines, our WhatsApp channel, our authorised counters and authorised agents.
We understand that travel plans can change. This policy is designed to be predictable, fair and consistent with applicable Indian consumer-protection law, while balancing the operational realities of running a fixed-schedule bus service between Powayan and Delhi (and back) with limited seat capacity.
2. Definitions
- "Booking" means a confirmed seat or sleeper reservation evidenced by a PNR.
- "Departure Time" means the scheduled departure time for your boarding point, as printed on the ticket. For example, if your boarding point is Shahjahanpur on the Powayan → Delhi service, the Departure Time is the published 21:45 hrs, even though the bus departs Powayan at 20:00 hrs.
- "Fare Paid" means the total amount you paid for the ticket, inclusive of any taxes and convenience fees.
- "Working Day" means any day other than a Saturday, Sunday or a public holiday in India.
3. How to Cancel
You can cancel a Booking through any of the following channels:
- By calling our booking line — +91 7706961313 / +91 7705961313;
- By WhatsApp — to the same numbers, quoting your PNR;
- By email — Goldychoudharybusservice@gmail.com with the subject line "Cancellation – PNR <your PNR>" and a brief reason;
- In person — at any authorised counter (Tempo Stand near Durga Hotel, Shahjahanpur; or Anand Vihar Roadways Bus Stand, Counter 54, Park 2, Ghazipur Mandi, Delhi).
Cancellations are effective only when we have acknowledged your request and issued a cancellation reference. A missed call, an unanswered email or an unread WhatsApp message does not by itself constitute a cancellation. We strongly recommend speaking to a representative if your cancellation is close to the Departure Time.
4. Cancellation Charges
Unless stated otherwise on a specific promotional offer or special fare, the following cancellation charges apply, calculated as a percentage of the Fare Paid for the seat being cancelled, with reference to the Departure Time:
| Time of cancellation (before Departure Time) | Cancellation charge | Refund |
|---|---|---|
| More than 10 hours | 10% | 90% of Fare Paid |
| Between 6 and 10 hours | 25% | 75% of Fare Paid |
| Between 1 and 6 hours | 50% | 50% of Fare Paid |
| Within 1 hour, or after Departure Time | 100% | No refund |
The cancellation charge is a genuine pre-estimate of operating cost and lost revenue: a seat cancelled close to departure is significantly harder for us to re-sell, particularly on overnight services.
5. Partial Cancellations
Partial cancellation of a multi-seat Booking (for example, cancelling two of four seats) is permitted. The cancellation charges set out in section 4 apply to each cancelled seat individually, and the remaining seats continue to be valid under the original PNR. Any discount or group offer originally applied may be revised proportionately if the qualifying seat count is no longer met.
6. Date / Trip Modifications
Subject to availability, you may request a one-time change to the travel date at least twelve (12) hours before the Departure Time, free of charge, provided that:
- the new travel date is within thirty (30) days of the original travel date;
- the new departure has the same boarding point and route, on the same bus type; and
- you confirm the change with our booking team and receive an updated ticket.
Date changes requested less than twelve (12) hours before Departure Time will be treated as a cancellation under section 4 followed by a fresh Booking, unless otherwise agreed by us in writing.
7. No-Shows & Missed Departures
If a Passenger fails to arrive at the boarding point by the Departure Time, the ticket will be treated as a "no-show". The Booking is considered consumed and no refund will be payable, save where the no-show was directly caused by an act or omission attributable to us (in which case the cancellation will be treated as if it had been made by us — see section 8).
Passengers are strongly advised to arrive at the boarding point at least fifteen (15) minutes before the Departure Time. Buses depart on schedule, particularly on overnight runs, and may not be able to wait.
8. Cancellations by Goldy Bus
In the rare event that we cancel a Departure for operational, mechanical, regulatory or safety reasons, you will be entitled, at your option, to:
- a full refund (100%) of the Fare Paid, processed to the original payment method; or
- a free reschedule to the next available Departure on the same route, subject to seat availability and your preference.
We will inform you as soon as reasonably possible using the contact details on the Booking. Beyond the refund or reschedule above, Goldy Bus Service will not be liable for any consequential expenses, including (without limitation) alternative transport, accommodation, meals, loss of business or loss of opportunity, except where such liability cannot be excluded under applicable law.
9. Force Majeure
A Departure may be cancelled, delayed or curtailed due to an event of force majeure beyond our reasonable control — including but not limited to floods, earthquakes, fog, road blockades, accidents not attributable to us, riots, strikes, lockdowns, epidemics, government orders, fuel shortages, fires, or acts of war or terrorism.
In such cases, we will use reasonable efforts to provide the Passenger with one of the following remedies, depending on feasibility:
- onward carriage on the next available Departure;
- substitute carriage on a comparable bus or service (which may not necessarily belong to Goldy Motors);
- a refund of the Fare Paid in proportion to the unperformed portion of the journey.
Goldy Motors will not be liable for any indirect, consequential, special or punitive damages arising from a force-majeure event.
10. Refund Method & Timeline
- Refunds are processed to the original payment method used at the time of Booking. We do not refund to alternate accounts or third-party wallets, except where the original method is no longer available and you provide reasonable proof of the alternative.
- We will initiate eligible refunds within two (2) Working Days of confirmation of the cancellation. The amount typically reflects in your bank, card or UPI account within an additional 5 to 7 Working Days, depending on your bank and the payment instrument.
- For UPI, the refund will be sent to the same UPI handle. For credit and debit cards, it will be credited to the card statement. For net-banking, it will be credited to the originating bank account.
- We will share a refund acknowledgement (with the gateway reference) with you on request.
If you do not see the refund within the indicated timeframe, please contact us at Goldychoudharybusservice@gmail.com with your PNR, the date of the original payment and the date of cancellation, and we will work with the payment gateway to trace the transaction.
11. Failed Transactions & Double Charges
If a payment was debited from your bank or wallet but the Booking was not confirmed (no PNR generated), it is most likely a payment gateway timeout. In such cases:
- the amount is normally auto-reversed by your bank or the payment gateway within 5 to 7 Working Days;
- if the auto-reversal does not occur, please contact us with your transaction reference, date and time of payment, and the registered mobile number, and we will assist you in tracing the transaction and arranging a refund;
- in case of an accidental double charge, we will refund the duplicate amount once it has been confirmed with the payment gateway, typically within 5 to 7 Working Days of confirmation.
12. Non-Refundable Charges
The following components of a Booking, where applicable and clearly disclosed at the time of Booking, are non-refundable even where the rest of the Fare Paid is refunded under this Policy:
- third-party payment gateway charges or convenience fees;
- statutory taxes and levies that we are obliged to pay over to a government authority and that are not recoverable upon cancellation;
- charges incurred for special services that have already been provided (for example, a same-day rebooking fee where one has been disclosed and accepted).
Promotional or discounted fares may carry stricter cancellation terms, which will be disclosed prominently at the time of Booking. By selecting such a fare, you accept those terms in addition to this Policy.
13. Fraud, Chargebacks & Misuse
We take fraud and misuse seriously. Goldy Motors reserves the right, in its sole discretion, to:
- withhold or reverse a refund where there is reasonable evidence of fraud, identity theft, payment-card misuse or chargeback abuse;
- cancel future Bookings made by, or on behalf of, any person engaging in such activity, without notice;
- report suspected fraud to the relevant authorities, the payment gateway and our bankers, and to share information with them to the extent required by law.
14. Statutory Rights
Nothing in this Refund Policy is intended to limit or exclude any right that you may have as a consumer under the Consumer Protection Act, 2019 or any other applicable Indian law. Where this Policy and such law conflict, the law will prevail.
15. Contact for Refunds
For any question, request or escalation regarding cancellations or refunds, please contact us using one of the channels below. Quoting your PNR helps us help you faster:
- Email: Goldychoudharybusservice@gmail.com
- AC bus booking: +91 7706961313 / +91 7705961313
- AC — Shahjahanpur office: +91 8416821313
- AC — Delhi office: +91 9648260786
- Address: Tempo Stand near Durga Hotel, Shahjahanpur, Uttar Pradesh, India.
16. Grievance Officer
Unresolved refund or cancellation complaints may be escalated to our Grievance Officer, designated under the Information Technology Act, 2000 and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021:
Grievance Officer — Goldy Motors
Address: Tempo Stand near Durga Hotel, Shahjahanpur, Uttar Pradesh, India
Email: Goldychoudharybusservice@gmail.com
Telephone: +91 8287056421 (Manager)
Hours: 10:00 – 18:00 IST, Monday to Saturday.
We endeavour to acknowledge complaints within forty-eight (48) hours of receipt and to resolve them within fifteen (15) days, in line with applicable law.