Refund & Cancellation Policy

Eligibility & Timing

• If a booking (bus) is cancelled by the customer at least 6 hours before the scheduled departure time, Flyova will initiate up to 100% refund of the fare (excluding any non‐refundable convenience or service fee or insurance premium or platform charges) to the payment method chosen by the customer. Kindly note that the refund percentage is entirely dependent on the bus operator, as it varies based on the timing of their cancellation policy.
• If the service is cancelled by the operator, delayed beyond our service guarantee, or the travel product fails to meet minimum quality/service standards, bookings done along with the Flyova insurance program will be eligible for a full refund up to 120% of the ticket value under our “Flyova Assured” program (refer to Flyova Assured Program - Section 4).

Refund Processing Policy

Once the cancellation is completed on Flyova, the refund request is automatically sent to the bus operator. After approval, the refund is processed to the original payment method or to wallet used at the time of booking:

• UPI / Bank / Card Payments: Refund credited to the same account within 3–7 working days.
• Wallet / Coupon Bookings: Refund credited to Flyova Wallet instantly after operator confirmation.
• In case of partial refunds (e.g., 50%), only the eligible amount defined by the operator will be credited.
• Once the booking is confirmed and the ticket is generated, the Flyova Assurance Program, Flyova Insurance, Flyova Care amount, and GST/service charges, platform charges are strictly non-refundable. Refunds for ticket cancellations, base fare will be processed as per the operator’s policy after deducting applicable charges. Refund timelines may vary based on the payment gateway and operator settlement. Flyova reserves the right to update or modify the policy without prior notice.

Refund Calculation Example

Standard operator cancellation schedule:

Refund Calculation for Partial Cancellations

* The calculation above is only an example; the actual refund amount will depend on the bus operator and their refund policy. Please refer to the refund policy at the time of booking.

Refund Mode Options

At the time of cancellation, the customer may choose one of the following refund modes:

• Original Payment Mode: (bank account, Credit/Debit card, UPI, Pay later) — the refund will be credited back to the same mode that was used for payment.
• Flyova Wallet Credit: The refund amount (or a portion thereof) will be credited to the user’s Flyova wallet and can be used for future bookings.
• UPI Transfer: (if applicable) — refund may be processed via UPI based on customer choice.

4. Flyova Assured Program

• Under “Flyova Assured”, if the travel provider cancels/refuses service, has a significant delay, or fails to meet service standards:
• Flyova will refund up to 120% of the fare to the customer.
• The customer may choose how much of the refund goes back to the original payment mode and how much is credited as Flyova Wallet or UPI:
  • Option A: Full refund to the original mode, and some percentage will go to the Wallet.
  • Option B: Part refund to original mode + part credited to wallet.
• Any special compensation or bonus refund offered under the Assured program may be credited to the Flyova Wallet only (Refer to Flyova Assurance Program for more details).

5. Refund Timeline & Processing

• Once cancellation is confirmed, refunds will be initiated within 24 business hours.
• Refunds to the original payment mode (bank/credit/UPI) may take 5-10 business days, depending on the bank or payment processor.
• Refunds to Flyova Wallet will appear in the user’s wallet account immediately on initiation.
• Permanent credit to the wallet must be used within 12 months (or as per wallet terms) or the balance may expire.

6. Failure to Refund / Disputed Refunds

If the refund does not reflect in the customer’s account or wallet as expected, the customer should contact Flyova’s customer support with the booking reference, PNR, and cancellation confirmation:

Flyova will investigate and aim to resolve within 7 business days.

7. Special Terms

• Refunds are subject to the rules of the individual bus operator. Flyova acts as an intermediary and compliance with provider policies is required.
• If the operator imposes additional cancellation charges beyond Flyova standard, the customer will be informed at the time of cancellation.
• Flyova reserves the right to revise cancellation rules from time to time; any changes will apply only to bookings made after the policy revision date.
• Terms of Offer: Flyova reserves the right to change or discontinue the Free Cancellation feature at any time without prior notice. Any modifications will be reflected in the updated Terms & Conditions.
• Policy Scope: The Free Cancellation is only applicable to bus travel booked through Flyova. Any travel booked outside of the platform or via third parties is not eligible for this feature.
• Liability: Flyova liability under this offer will not exceed the promotional discount or free cancellation fee provided under the terms of this policy.