Cancellation Policy
CANCELLATION AND REFUND POLICY
At Trainscafe, we understand that travel plans may change unexpectedly. To accommodate such changes, we have formulated a customer-friendly cancellation policy outlined as follows.
1. Standard Order Cancellation Guidelines
Cancellations are permitted up to 2 hours prior to the scheduled delivery time, between 9:00 AM and 9:00 PM on any working day.
Example:
a. If your delivery time is 6:00 PM, you must cancel on or before 4:00 PM the same day.
b. If your delivery time is 9:30 AM, cancellation must be done on or before 9:00 PM on the previous day.
c. Bulk or group orders must be cancelled at least 12 hours prior to the scheduled delivery time or by 6:00 PM of the previous day, whichever is earlier.
To maintain privacy and ensure authenticity, cancellation requests should be made using:
a. The mobile number used during booking along with the Order ID, or
b. The registered customer user ID on our platform.
If access to both is unavailable, our support team may process the cancellation after verifying your identity through basic verification.
Any modification to an order shall be treated as a cancellation of the original order, and a new Order ID will be issued accordingly.
If the customer is not present at the time of delivery, the order will be considered cancelled post the 2-hour cutoff window, and no refund will be processed.
A confirmation SMS will be sent upon successful cancellation to the registered mobile number. If no confirmation is received, customers are advised to call our helpline at +91 8696963496 for verification.
2. Refund Policy for Prepaid Orders
If you have made an advance payment, you may be eligible for a refund based on the following terms:
a. Cancellations made more than 24 hours before the scheduled delivery time are eligible for a 100% refund
b. Cancellations made within 24 hours but more than 2 hours before the scheduled delivery time are eligible for a refund after a 10% deduction as cancellation charges.
c. No refunds will be issued for cancellations made within 2 hours of the scheduled delivery time
d. In case of no-show by the customer at the time of delivery, the order will be considered cancelled post the cutoff time, and no refund will be processed.
e. For orders placed through our website or mobile app, the refund will be credited to the same account used during booking.
f. For orders placed via authorized agents, refunds will be processed only through the respective agent.
3. Refund Policy for Prepaid Bulk/Group Orders
Bulk orders involve substantial preparation and coordination. Hence, the refund terms differ slightly:
a. Cancellations made more than 24 hours before the scheduled delivery time will be eligible for a 100% refund.
b. Cancellations made within 24 hours but more than 12 hours before the scheduled delivery time will be eligible for a refund after a 10% deduction.
c. No cancellations or refunds will be processed within 12 hours of the scheduled delivery time.
d. If the customer is not available at the time of delivery, the order will be considered cancelled post the 12-hour cutoff, and no refund will be applicable.
e. Refunds for self-booked orders will be credited to the original payment method.
f. Refunds for agent-booked orders must be claimed directly through the agent who facilitated the booking.
4. General Notes & Payment & Security
All transactions on the Trainscafe platform are routed through a secure payment gateway system powered and integrated by Trainscafe. We do not store any credit/debit card information on our servers. Payment data is encrypted and securely processed as per PCI-DSS standards by Trainscafe infrastructure.
This Cancellation and Refund Policy forms an integral part of the Terms and Conditions governing the use of Trainscafe’s services. Customers are advised to review all applicable terms for a comprehensive understanding of their rights and obligations.