Return, Refund & Cancellation Policy
Last Updated: May 2026
About Tripzen — Platform Role
Tripzen is a Software-as-a-Service (SaaS) platform operated by TRIPZEN (PVT) LTD. We provide booking, payment-processing, ticketing, and live-tracking software to licensed bus operators in Sri Lanka.
Tripzen is not a transport service provider. All bus services, seats, schedules, fares, and trip operations are owned and operated by the individual partner operators registered on our platform. The contract of carriage exists between the passenger and the operator who sells the ticket — not between the passenger and Tripzen.
Accordingly, cancellation, seat-return, and refund decisions are the responsibility of the partner operator who issued the ticket. Tripzen facilitates these requests through our payment infrastructure but does not own them.
Cancellation & Refund Eligibility
Each partner operator publishes their own cancellation window, refund percentages, and terms. These appear on the operator's dedicated booking page and on the booking confirmation. Common patterns include:
Typical
More than 24 hours before departure
Most operators offer a full refund minus non-refundable platform/transaction fees.
Typical
12–24 hours before departure
Many operators offer a partial refund within this window.
Typical
Less than 12 hours before departure / no-show
Most operators do not refund within this window.
The exact percentages above are illustrative. The operator's policy printed on your booking confirmation is the authoritative one and overrides this summary.
How to Request a Cancellation or Refund
- 1
Locate Your Booking
Open the booking confirmation email or SMS. The booking reference (e.g.
BK-2026XXXX-XXXX) and the operator's name and contact are printed on it. - 2
Contact the Operator Directly
Reach the operator using the contact details on the confirmation. Cancellation, seat-return, and refund decisions are made by the operator according to their published policy. Tripzen does not approve or deny refunds on the operator's behalf.
- 3
Operator Approves the Cancellation
When the operator approves your cancellation, they trigger the refund through Tripzen's platform. You will receive an SMS / email confirmation.
- 4
Tripzen Processes the Payment Refund
Once the operator approves, Tripzen instructs the payment processor (PayHere or the operator's configured gateway) to return the funds to the original payment method.
Refund to Original Payment Method
All refunds are issued to the same payment method that initiated the booking. We do not redirect refunds to a different card, account, or person.
- Credit / Debit Card: refunded to the same card. Typical settlement: 7–14 business days.
- Bank Transfer: refunded to the originating bank account. Typical settlement: 5–7 business days.
- Mobile Wallet: refunded to the same wallet. Typical settlement: 1–3 business days.
- Cash / Pay-on-Bus: if the booking was unpaid, no refund is required (no money was collected).
Important Notes
- Tripzen platform / convenience fees are non-refundable. These are charged for the use of our software and payment infrastructure, not for the bus ticket itself.
- Refund quantum, eligibility, and timing are determined by the partner operator. Tripzen does not unilaterally issue or deny refunds.
- No-show passengers are not eligible for a refund unless the operator's policy explicitly states otherwise.
- Operator-cancelled trips (e.g. mechanical failure, weather, force-majeure): the operator must offer a full refund or a re-accommodation. Tripzen will execute the refund the operator requests.
- Disputes with an operator's decision should first be raised directly with the operator. If unresolved, contact Tripzen support and we will mediate but do not have unilateral authority to overturn an operator's decision.
Need Help?
For questions about a specific booking — start with the operator named on your confirmation. For questions about the Tripzen platform, payment processing, or technical issues, our team is here to help.