Cancellation & Refund Policy

Cancellation Policy:


Customers are entitled to cancel their order at any point before it has been initiated or completed by the courier. Order initiation occurs when the courier reaches the designated pickup point as per the order schedule. In such instances, only a partial refund can be processed.


Order completion is determined by the courier visiting the pickup location and at least one delivery location within the scheduled order timeframe. In these cases, refunds cannot be initiated.


To cancel an order, customers can utilize the cancellation options available in the app or directly through the dashboard of their registered customer account on the company's web portal.


For cancellations assisted by a Customer Support agent, please initiate contact via chat on the website or app. Our specialists will handle customer requests during working hours within the availability waiting period stipulated by Customer Support instructions.


    Cancellation fees are applicable to orders that have been initiated or fully or partially completed, as outlined below:


  • • If the courier has completed the pickup or reached the pickup address within the scheduled pickup time (or up to 30 minutes prior to the scheduled time) and has notified the customer, the cancellation fee will be equivalent to the pickup charges for the scheduled order.
  • • For cash payments, cancellation charges will be deducted from the Customer's Bus Porter balance in the form of a credit note, to be applied to the next order placed by the customer.
  • • For non-cash payment methods, cancellation charges will be directly deducted from the Customer's Bus Porter prepaid/postpaid balance. This deduction will reflect in the Customer dashboard and the invoice for the respective period as a cancellation fee.

Refund Policy:


Upon confirmation from our investigation team and their positive feedback, refunds will be processed within 7 working days. Customers have the option to receive the refund credited to their Bus Porter balance in the form of a credit note or directly to their bank account, according to their preference.


Regarding liability for delivered goods, the company will assume responsibility within the limits of the guaranteed amount. This applies only if the customer has accurately declared the true cost and contents of the parcel (guaranteed amount) during order placement on the portal. Additionally, the security fee of 0.85% plus GST from the declared cost must be paid to the company prior to order placement. The maximum liability within the allowed guarantee amount is 5,000 rupees. Customers should not place orders exceeding 50,000 rupees without prior written confirmation from Bus Poter management team.


For any disputes or inquiries, please engage in a chat with us. We're here to assist you.