Latest update: 2026/11/2

Welcome to Yatra Booking. This Policy explains how payments, refunds and Yatra Coins work.

1. Scope and Acceptance

• This Payment Policy explains how payments, cancellations, refunds and Yatra Coins work when you buy bus tickets through Yatra Booking (“we”, “us”).
• By making a payment, you agree to this Policy, our Terms & Conditions and Privacy Policy. This Policy also contains our cancellation and refund rules (sections 8 to 10).

2. Payment Methods

• Fonepay: our online payment gateway partner. Depending on what Fonepay offers you, you can pay by mobile banking, QR scan or a connected bank account.
• Yatra Coins (Diamond Coins): where applicable, as set out in section 15.
• A ticket may be paid with either method, or both together: Diamond Coins are applied first and any balance is paid through Fonepay.
• We do not currently integrate any other wallet or payment app as a separate payment method.
• Availability of a method may depend on the booking, provider, transaction amount and technical conditions. We may add, remove, suspend or change methods (including our gateway partner) for technical, security, regulatory or business reasons, and will not always give prior notice.
• Payment services may be temporarily unavailable due to bank or gateway maintenance, wallet downtime, internet problems or technical failures. You may try another available method.

3. Currency, Charges and Taxes

• All prices are in Nepalese Rupees (NPR).
• The total payable is shown before you confirm payment. It may include:
  • Bus fare and applicable taxes.
  • Service, convenience, booking, technology and processing fees.
  • Other charges disclosed at checkout.
• Service and convenience fees and taxes are not refunded on passenger cancellation (section 8).
• Banks, wallets and payment providers may charge their own fees under their own terms. We are not responsible for charges they impose independently.
• You are responsible for taxes included in the price or required by law. We may issue receipts or invoices showing tax and transaction details where required.

4. Payment Authorisation and Security

• By paying, you authorise the selected provider to process the amount shown at checkout. You are responsible for ensuring that your payment method is valid, has sufficient funds, is yours (or you are authorised to use it) and that the details you enter are accurate.
• Never share your payment PIN, banking or wallet password, card PIN or OTP with anyone. Our employees and support staff will never ask for them, including for refund verification.
• We take reasonable measures to protect payment-related information. Payments are processed through secure third-party providers. We receive only transaction details (transaction ID, reference, status, amount, currency, date and time, method, refund reference and booking reference) and do not store sensitive authentication credentials.

5. Booking Confirmation and Receipts

• A booking is confirmed only when: (a) passenger and booking details are submitted; (b) payment is successfully processed, where required; (c) our system records the booking; and (d) a valid confirmation or ticket is generated.
• Completing the payment screen does not always mean the booking was created. Wait for your confirmation before treating the ticket as confirmed.
• After a successful transaction we may provide a payment and booking confirmation, e-ticket, booking reference, QR code, transaction reference and receipt or invoice, through the app, your account, email, SMS or other supported channels.
• Keep your confirmation and ticket until your journey is complete. Check the amount, booking reference, passenger details, date, route and seat, and contact us promptly if anything is wrong.

6. Seat Lock and Payment Time

• A selected seat may be held for a limited time while you complete payment. A seat lock is not a confirmed ticket.
• If payment is not completed in time, the lock may expire, the seat may be released, and you may need to select a seat and start again.

7. Pending, Failed and Duplicate Payments

• Pending: a payment may temporarily show as pending. Do not pay again for the same booking unless we confirm the first payment failed, as this may cause a duplicate charge. Contact support if it stays pending for an unreasonable time.
• Failed: payments may fail due to insufficient funds, bank or card restrictions, incorrect details, transaction limits, security checks, connectivity problems or provider downtime. The booking will not be confirmed, and you may try another supported method.
• Paid but not confirmed: money may be deducted while the booking is pending, failed or not visible, for example because of gateway or bank delays, network interruption, timeouts, duplicate callbacks or system errors. We will investigate and, where a refund is due, return it through the original payment method or another appropriate method.
• Duplicate payment: if you are charged more than once for the same booking, contact support. Once confirmed, we will refund the excess amount after verification.
• For any of these, please provide:
  • Booking reference and transaction ID.
  • Payment date, time, amount and method.
  • Receipt or screenshot, if available.

8. Cancellation and Refunds

• This section applies to bus tickets booked through Yatra Booking’s official channels. Any trip-specific conditions on your ticket apply together with it.

Passenger Cancellation

• You may cancel only more than 6 hours before the scheduled departure time shown in your booking. Cancellation within 6 hours of departure is not permitted.
• The refund is 50% of the cash actually paid through Fonepay for that booking.
• Request cancellation through the cancellation process on the Platform or through Customer Support. A request is not approved until we confirm it.
• Service fees, convenience fees, taxes, gateway charges and other non-fare charges are not part of the refund, unless the law requires or we confirm otherwise in writing.

Diamond Coins on Passenger Cancellation

• Diamond Coins used to pay for the booking are not refunded or restored, and are excluded from the refund calculation.
• Example: a NPR 1,000 ticket paid with NPR 500 through Fonepay and 500 Diamond Coins. Cash refund: NPR 250. Diamond Coins restored: 0.
• If the ticket was paid entirely with Diamond Coins, there is no cash refund and the Coins are not restored.

No-Show and Changes Within 6 Hours

• A no-show is not eligible for a refund, unless the law or the Operator’s confirmed conditions require otherwise.
• Within 6 hours of departure, you may ask Customer Support to postpone or reschedule. This depends on Operator approval, seat availability and any fare difference or extra charge, is not guaranteed, and is not accepted until we confirm it.

9. Operator-Initiated Cancellation

• If an Operator cancels a trip, we or the Operator will first try to offer a suitable alternative trip.
• If you decline it, or none is available, you receive a full refund of the amount paid for the affected booking, with no cancellation penalty.
• Diamond Coins used for that booking are restored to your balance. The Diamond Coin reward earned from that booking is reversed. Rewards from unrelated bookings and referrals are not affected.
• We will inform you of the alternative or refund through the contact details on your booking.

10. Refund Approval and Processing

• All refunds are subject to review and approval by our authorised administration team.
• Once approved, a refund is generally initiated within 5 to 7 working days. This is a processing target, not a guarantee of when funds reach your account.
• Fonepay refunds are made through the applicable payment channel or to the original payment source, under the provider’s procedures. Banks, wallets, providers and public holidays may cause further delay outside our control, and we are not responsible for delays caused solely by them.
• Confirmed duplicate or incorrect payments, and payments deducted without a confirmed booking, are refunded through this process.
• To prevent fraud, we may ask you to verify a refund request with your booking ID, passenger name, registered phone number, transaction reference or, where reasonably necessary, identity.

11. Payment Disputes and Chargebacks

• If you believe you were charged incorrectly or twice, your payment succeeded but no ticket was issued, a refund has not arrived, or a transaction status is wrong, contact support as soon as possible with your booking reference, transaction ID, payment method, amount, date and time, and any receipt or evidence. We may coordinate with the payment provider or bank to investigate.
• Please contact us before raising a chargeback. We may give transaction and booking information to the provider or bank to respond to a legitimate dispute.
• Fraudulent or abusive chargebacks may lead to account restriction or suspension where the law permits. Nothing here limits your lawful right to dispute an unauthorised transaction.

12. Fraud Prevention

• We may use reasonable measures to identify suspicious transactions, including requesting extra verification, delaying confirmation, rejecting transactions, cancelling suspicious bookings, restricting accounts, coordinating with payment providers and reporting suspected fraud to the authorities where required.

13. Third-Party Payment Providers

• We use third-party providers such as Fonepay, banks and other financial service providers. They process payment information under their own terms, privacy policies and banking or payment regulations.
• We are not responsible for technical failures or processing delays caused solely by them.

14. Incorrect Payment Information

• You are responsible for entering correct payment and booking information. We are not responsible for losses caused by incorrect payment details, use of an unauthorised payment method, sending money to a wrong account, sharing payment credentials or entering wrong transaction information. If you think you paid incorrectly, contact us immediately.

15. Yatra Coins and Referral Rewards

• Yatra Coins are a promotional, non-cash reward currency. We do not currently offer a loadable real-money wallet; if we introduce one, this Policy will be updated. This section is the sole description of how Coins work and supersedes any other reference to “coupons”, “cashback” or “promotional offers” as a separate system.

Types of Coins

• Diamond Coin: the only coin that can be used directly toward a ticket. Each Diamond Coin is worth NPR 1.
• Gold Coin: earned only through the referral programme. It cannot be spent directly and must first be converted to Diamond Coins at the current rate.
• Silver Coin: earned mainly by completing trips and other ways we may introduce (such as a birthday bonus). It must first be converted to Diamond Coins at the current rate.

• Conversion rates and the percentage of a paid booking that earns Diamond Coins are set by us, may change, and are shown in your account.

How Coins Are Earned

• A Diamond Coin discount reward on the amount actually paid in cash for a confirmed booking.
• Silver Coins for completing a booked trip.
• Referral bonuses and milestone rewards.
• Promotions, goals and campaigns, and manual awards at our discretion.

Referral Programme

• When a new user signs up with your referral code, the new user and you each instantly receive 50 Diamond Coins.
• This instant bonus does not count toward your milestone progress.
• A referral counts toward your milestone only after the referred friend completes a trip, not merely signs up or buys a ticket.
• When your qualifying referrals reach a milestone we set, you receive that milestone’s reward in Diamond or Gold Coins.
• Bonuses and milestone rewards already paid are not reversed by the cancellation or refund of an unrelated booking.

Using Coins at Checkout

• Diamond Coins can be combined with a Fonepay payment on the same booking. Coins cover the amount first and any remainder is paid online.
• There is no minimum online payment. Diamond Coins can cover the full ticket price if your balance is sufficient.

Coins on Cancellation or Refund

• Passenger cancellation: Diamond Coins used for the booking are not restored (section 8).
• Operator cancellation: Diamond Coins used for the booking are restored (section 9).
• The Diamond Coin discount reward earned on a cancelled or refunded booking is reversed. If you have already spent it, the amount is deducted from Coins you earn later. You will not be asked to repay it in cash.
• Coins earned through referrals or for completing a different trip are not reversed by an unrelated cancellation.

Validity, Restrictions and Abuse

• Coins have no cash value and cannot be withdrawn, transferred or exchanged for money. They can only be used toward a ticket price.
• Coins may have a validity or expiry period, shown in your account. We will try to notify you before they expire.
• We may cancel, reverse or withhold Coins or referral rewards obtained through fraud, abuse, fake accounts or breach of this Policy or any promotion terms.

16. Payment Records

• We may keep transaction records for booking management, refunds, accounting, customer support, fraud prevention, dispute resolution and legal compliance, in line with our Privacy Policy and applicable law.

17. Changes to This Policy

• We may update this Policy for changes in payment providers or methods, our services, the law, or security and operational needs. The updated version is published on the Platform with a new “Last updated” date.

18. Contact Us

• For payment questions, contact us through the details below, quoting your booking reference and transaction ID where available.

Yatra Booking Pvt. Ltd.

Website: yatrabooking.com.np

Email: support@yatrabooking.com.np

Phone: 015971585

Address: Kathmandu-32, Tinkune, Nepal

Summary