SaveTrip

Refund & Cancellation Policy

Last updated: 2026-04-24

SaveTrip is an ONDC Buyer Network Participant. The cancellation window, permissible refund amount and timelines are defined by the Seller Network Participant (the metro operator) in the quote returned at /on_select and /on_init. This page explains how we surface and honour that policy on our side.

1. When a cancellation is allowed

  • A confirmed ticket can be cancelled from the “My Bookings” page before the boarding window begins, unless the operator's policy forbids it for the chosen fare class.
  • Partial cancellation (for example, cancelling one of two passengers on a Return Journey Ticket) follows the operator's cancellation terms — some operators require full-order cancellation.
  • If the boarding window has elapsed or the ticket has been used, cancellation is not accepted.

2. How cancellation works

  1. You initiate a cancellation from the ticket page. We send a /cancel with the Beckn SOFT_CANCEL code to obtain the operator's deduction and refund quote.
  2. Once you confirm the quote, we send /cancel with CONFIRM_CANCEL and the operator issues /on_cancel marking the order as CANCELLED.
  3. Where an amount is due, we trigger a refund to your original PhonePe instrument using the merchant transaction id of the original booking.

3. Technical cancellation (ONDC TRV11 spec)

If our system fails to receive an /on_confirm within the TTL of the corresponding /confirm message, we perform a technical cancellation on your behalf: a /status is sent with ref_id equal to the transaction id, and the subsequent /cancel uses cancellation_reason_id = "000" as defined in the ONDC TRV11 specification. No action is required from you.

4. Refund timelines

  • UPI / wallet: typically 1–3 business days after on_cancel.
  • Card / Net banking: typically 5–7 business days, subject to the issuing bank.

The refund reference you see on PhonePe is the operator's payment reference plus our merchant refund id. For any discrepancy please contact us with both references.

5. Failed payments

If PhonePe reports the payment as FAILED, no ticket is issued and you will not be charged. Authorized-but-pending payments (for example, where your UPI app shows a pending mandate) are reconciled by PhonePe within 24 hours; a matching credit returns to your account automatically.

6. Disputes

Should you wish to raise a dispute, please first contact us via /legal/contact with your order id and merchant transaction id. If we cannot resolve the dispute, an ONDC IGM (Issue and Grievance Management) ticket can be raised under the operator's grievance policy.