Cancellation and Refunds

Before buying a ticket, customers are requested to read the following cancellation and refund policies carefully.

Cancellation Policy

Tickets bought through Shohoz.com can be cancelled as per the cancellation policy below. However, as a ticket selling agent, Shohoz.com is bound to comply with the terms set by the operator/event organizer/vendor whose ticket it is selling. So, if the operator/event organizer denies refund even though claim was made within the terms mentioned here, Shohoz.com will be unable to issue such refund.

Auto cancellation

No Show

• The Ticket will be automatically cancelled if the passenger fails to report at the boarding station 20 minutes before scheduled departure time. In such cases, bus operators’ opinion will be counted as final.

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 verify and activate his ticket himself. Shohoz.com sometimes does the verification for the customer as a courtesy, but it is not Shohoz.com’s responsibility or service promise.
• Tickets will be automatically cancelled if customer does not confirm payment within 30 minutes of reservation in case of mobile payments, 15 minutes in case of internet banking and upon arrival of delivery man, in case of COD. For mobile payments customer must complete payment and also verify ticket within this stipulated time. During Eid sales month, Shohoz.com will not do any verifications on behalf of the customers.

Ticket cancellation eligibility

Regular Time (Non-Eid Period)

To be eligible for refund, customer must cancel the ticket and provide accurate refund information (detailed below) within a certain number of hours before the trip time, as outlined below.

Customers will be eligible for refund after the grace period mentioned above only if

• the trip was cancelled after the grace period AND
• the customer has filed for the refund within 24 hours of the cancelled trip time AND
• the bus operator has confirmed that the customer has not traveled. Confirmation of travel is solely at the discretion of the bus operator. In case of dispute, Shohoz.com is bound to take the bus operators decision as final.

During Eid

• For eid tickets, customers are eligible for refund ONLY if the operator cancels the trip due to operational issues and cannot provide an alternative arrangement.

Refund Policy

Regular Time (Non-Eid Period)

• No ticket will be refunded unless it has been cancelled as per the cancellation policy above.
• No refunds will be processed without a written request in the correct format (as outlined below) sent to info@shohoz.com 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 baking/DBBL mobile banking) with Account Number, Bank Account Name, Bank Name, Branch Name and Routing Code.
    • No cash refund given
    • For cards, refund will be given only to the card used for purchases

During Eid

• Customers MUST claim refund at the operator’s counters in case of trip cancellations by the operator due to operational issues during Eid journey.

Timeline of refund

Regular Time (Non-Eid Period)

• Upon receiving refund requests accurately in the format outlined above, Shohoz.com will process refund within 10 business days (excluding holidays / weekends), subject to verification by the transportation operator/event organizer.
• For clarity, timing commitment starts from the time of receiving the ACCURATE information, mistakes will cause delays
• Further if the operator/event organizer takes time to verify eligibility or denies refund, Shohoz.com will not be able to fulfil its ref:
  
  
  • In case of payments through credit card, debit card or internet banking, after Shohoz.com processes the refund, the payment gateway or bank may take up to 1 week to 2 weeks to credit the amount to customer account, which is beyond Shohoz.com’s responsibility. Once Shohoz.com has processed the refund, customers are requested to enquire at their respective bank(s) about the status of the refund.

During Eid

• Customer MUST claim refund from bus operator's counter before the trip time, in case the trip is cancelled by the operator due to operational issues during Eid journey.

Amount of refund

• Fees charged by payment gateways, credit / debit cards, mobile payment gateways (e.g. bKash) are non-refundable due to the policies of the respective organizations, which is beyond Shohoz.com's control.
• Shohoz.com convenience fee is refundable only in case of trip cancellations by operators during non-eid times. For Eid tickets, Shohoz 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.
• Shohoz.com Ticket delivery fee is non-refundable.
• As per policy of an operator, Shohoz.com may deduct a certain percentage (%) of the ticket price towards cancellation fee, where-ever applicable.
• For refunds through mobile payment gateways (e.g. bKash), a fee is charged by the mobile payment company which will be deducted from the eligible refund amount. Similar condition will apply if the bank charges any such additional fee.

Special circumstances

• If a customer has sent payment to Shohoz.com without booking a ticket, 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 PNR number. Such refunds will be given 20 business days (excluding Friday and Saturday) AFTER the event/trip has taken place. This is applicable for eid times also.
• Customers are requested not to pay
  
  
  • by mobile payments before booking/reserving the ticket or
  • by any means other than our accepted modes of payments. In such cases, we will not be able to process any refund.
• If a customer has made an excess 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 refund as per the policy above. PNR number is not required, but mobile # used for booking and other information are required. In case of card payments, last 4 digits of the card, type of card is also needed. It is to be noted that for reasons beyond Shohoz.com’s control, card payment may sometimes require time to post on the payment gateway’s panel which Shohoz.com uses to verify payment. Shohoz.com can only verify payment after it has been posted on the said panel.