Cancellation & Refund Policy
Last updated: September 2026
At SetuRa, we strive to provide a seamless booking experience. We understand that travel plans can change unexpectedly. To maintain fairness for both travellers and our service operators, our cancellation and refund policy is structured on a time-slab basis.
1. Ticket Cancellation Time Slabs & Refund %
The cancellation fee depends entirely on how far in advance you cancel your booking prior to the scheduled departure time.
| Cancellation time prior to departure | Refund percentage | Cancellation charges / deduction |
|---|---|---|
| 24 hours or more before departure | 90% to 95% | Minimal processing fee (5–10%) |
| 12 to 24 hours before departure | 50% | Moderate fee (50%) |
| 6 to 12 hours before departure | 25% | High fee (75%) |
| Less than 6 hours before, or after departure | 0% (No refund) | 100% penalty |
24 hours or more before departure
- Refund
- 90% to 95%
- Charges
- Minimal processing fee (5–10%)
12 to 24 hours before departure
- Refund
- 50%
- Charges
- Moderate fee (50%)
6 to 12 hours before departure
- Refund
- 25%
- Charges
- High fee (75%)
Less than 6 hours before, or after departure
- Refund
- 0% (No refund)
- Charges
- 100% penalty
2. Special Cases & Exceptions
Operator / SetuRa induced cancellations
If your trip is cancelled by SetuRa or the service operator due to operational issues, technical failures, severe weather, or unforeseen emergencies, you are entitled to a 100% full refund.
Free Cancellation add-on
If you opted for the SetuRa Free Cancellation protection plan during checkout, you can cancel up to the designated threshold time (e.g., 6–12 hours before departure) to receive a 100% refund on your base fare with zero cancellation penalties.
Non-refundable components
Convenience fees, payment gateway charges, and other charges paid at the time of booking are strictly non-refundable.
3. Refund Processing Timeline
Once a cancellation is successfully processed, the refund amount will be credited back through your original payment method based on the following timelines:
- SetuRa Wallet / Credits1 business day
- UPI / Digital Wallets1 to 3 business days
- Credit / Debit Cards & Net Banking5 to 7 business daysSubject to your respective bank's processing cycles
4. How to Cancel Your Booking
- 1Open the SetuRa app or website and log in to your account.
- 2Navigate to “My Bookings” or “My Trips”.
- 3Select the specific trip you wish to cancel.
- 4Click on “Cancel Ticket”, review the calculated refund amount, and confirm your cancellation.
5. Contact Us
If you have questions regarding this policy, please contact us at admin@seturamobility.com.