Return & Refund Policies
A Comprehensive Guide to Your Rights, Responsibilities, and Our Policies
Before buying a ticket, customers are requested to read the following cancellation and refund policies carefully.
Cancellation Policy:
Tickets bought through Jatri.co can be cancelled as per the cancellation policy below:
- Jatri.co is bound to comply with the terms set by the operator/event organiser/vendor whose ticket it is selling. So, if the operator/event organiser denies refund even though the claim was made within the terms mentioned here, Jatri.co will be unable to issue such refund.
- Migrated tickets are non cancellable and non refundable in any circumstances, unless the trip is cancelled by the operator.
Auto cancellation:
- The ticket will be treated as cancelled if the passenger fails to report at the reporting station 15 minutes before the bus arrival.
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 input transaction ID (if applicable), PIN, OTP properly within time to confirm his ticket by himself.
- Jatri.co sometimes does the verification for the customer as a courtesy, but it is not jatri.co’s responsibility or service promise.
Ticket cancellation eligibility
Regular Time (Non-Eid Period):
To be eligible for refund, customers need to cancel the ticket from jatri.co before the applicable time before the departure. And must report the cancellation to the support centre (i.e. Call 09642080808 or email to info@jatri.co) of Jatri.co
| Operator | Hours before trip time | Remarks |
|---|---|---|
| Jatri Online | 24 | Excluding 12:00 AM to 07:00 AM |
During Eid:
For Eid tickets, customers are eligible for refund ONLY if the operator cancels the trip and cannot provide an alternative arrangement.
Customers MUST claim a refund at the operator’s counters in case of trip cancellation.
Customers must claim a refund from the bus operator’s counter before trip time.
Refund Policy
Regular Time (Non-Eid Period):
No ticket will be refunded unless it has been cancelled as per the cancellation policy above. In case of technical problems or any failed transaction due to network failure, time delay on complete payment, input transaction ID/validation of transaction (in case of mobile payment) or any other situation where payment is successful but ticket is not generated in that case.
- Incase of refunding the money, it will take 7 business days for MFS(bKash, Nagad) and 12/15 business days for SSL Commerz/ Bank payment.
- No ticket will be refunded unless it has been cancelled as per the cancellation/refund policy.
- Customers must call from the mobile number used while buying the ticket. Cancellation/refund requests from other non-buying numbers will not be accepted.
- No refunds will be processed without a written request in the correct format (as outlined below) sent to info@jatri.co within the timeframe requirement given above
- Refund Request Format :
- Ticket PNR (required if a ticket was issued)
- Mobile number used while buying the ticket
- Category (e.g Bus/Launch)
- 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 banking/DBBL mobile banking) with Account Number, Bank Account Name, Bank Name, Branch Name and Routing Code.
- No cash refund will be given
- For cards, refund will be given only to the card used for purchase
Amount of refund:
Jatri.co convenience fee is refundable only in case of trip cancellations by operators during non-Eid times. For Eid tickets, the convenience 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.
As per policy of an operator, Jatri.co may deduct a certain percentage (%) of the ticket price towards cancellation fee, where-ever applicable
For refunds through mobile payment gateways (e.g. bKash, Nagad), a fee is charged by the mobile payment company which will be deducted from the eligible refund amount. Similar conditions will apply if the bank charges any such additional fee.
Special Circumstances:
- If a customer has sent payment to Jatri.co but the e-ticket is not confirmed or generated, 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 ticket number. Such refunds will be given 7 business days (excluding Friday and Saturday) AFTER the event/trip has taken place. This is applicable for Eid times also.
- If a customer has made an excess or less 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 a refund as per the policy above. Ticket number, the mobile used for booking and other information is required.
- For refunds through mobile payment gateways (e.g. bKash or Nagad), a fee is charged by the mobile payment company which will be deducted from the eligible refund amount. Similar conditions will apply if the bank charges any such additional fee.
- In case of card payments, the last 4 digits of the card type of card is also needed.
- In case of BKash or Nagad payments, a full mobile number will be required. It is to be noted that for reasons beyond Jatri.co’s control, payment may require some time to post on the payment gateway’s panel which www. Jatri.co is used to verify payment.
