Shuttlers Policies

Refund Policy

Shuttlers hopes that every trip booked through the app is completed without any issues, however, we acknowledge that sometimes your trip may not go as expected.

Where a trip does not go as planned, you may share your feedback by rating the trip or contacting our customer experience team on the app through the live chat feature, highlighting what went wrong with the trip. Sometimes, these issues may be covered by our Refund Policy.

1. Wallet Refunds

Most refunds are processed directly into your Shuttlers Wallet to be used for future trips.

A. When are you eligible for a FULL Refund (100% of Fare)?

• Total Service Failure: If there is a vehicle breakdown during the trip, and a replacement vehicle (buffer) is not provided to complete the journey.
• Pilot Error: If you are at the designated pick-up location at the correct time and are left behind by the shuttle due to the Pilot’s oversight.

B. When are you eligible for a PARTIAL Refund or Coupon?

• Delayed Communication of Resolution: If there is a breakdown and communication regarding a replacement vehicle (buffer) is not provided to passengers within 30 minutes of the incident, you are eligible for a one-time 20% discount coupon for a subsequent trip.
  • Note: As long as the operational team communicates the status/plan for a replacement within 30 minutes, this penalty does not apply, regardless of the physical arrival time of the new bus.
• Mechanical Issues (e.g., Loss of A/C): In the event of mechanical issues, including the loss of air conditioning during a trip, eligibility for a partial refund (up to 30%) is determined at the sole discretion of Shuttlers.
  • Shuttlers will review these cases individually, considering factors such as the distance traveled before the fault occurred and the severity of the inconvenience.
• Wrong Drop-off: If you are dropped off at a location different from the designated stop on the app due to Pilot error (excluding traffic diversions or road closures), you are eligible for a 20% refund.

C. When are you NOT eligible for a refund?

• Lateness/No-Show: If you arrive at the pick-up location after the allotted 2-minute wait time has elapsed and the shuttle has departed.
• Wrong Location: If you are left behind because you are waiting at a physical location different from the specific pick-up point selected/displayed on the Shuttlers app.
• User Behaviour: If your trip is terminated due to a violation of our User Behaviour & Anti-Harassment Policy (e.g., intoxication or aggression).

2. Bank Account Refunds

Funds deposited into a user’s Shuttlers Wallet generally represent a final, non-refundable sale for future transportation services. However, Shuttlers recognizes specific exceptions where a cash refund to a bank account is necessary.

Eligibility for Bank Account Refunds:

• Service Unavailability: Where your preferred route is permanently removed or is not yet available on the Shuttlers itinerary.
• Relocation: Where you provide proof that you are relocating and will no longer be resident in a city where Shuttlers operates.

Administrative Charge:

• All refunds processed to a bank account are subject to a 5% administrative charge, which will be deducted from the total sum to be refunded.

3. Resolution & Processing Timelines

Reporting an Issue

To request a refund, you must contact our Customer Experience Team via:

• In-App Live Chat
• Email: info@shuttlers.co

Please provide your Route code and details of the incident.

Resolution Time

• All refund requests are investigated, and a decision (approval or rejection) is communicated within 24 hours of escalation.

False Reports

• Shuttlers investigates all claims using trip logs and Pilot/Marshal reports. Attempting to claim a refund based on a false report (e.g., claiming the A/C was off when it was functioning) will result in the request being denied and potential account suspension.

Disbursement Time

• Wallet Refunds: Credited immediately upon approval.
• Bank Refunds: Once approved, funds will be processed within 3-5 business days. The refund will be made strictly to the account information provided at the time of the request.

Frequently Asked Questions (FAQs) - Refunds

1. The A/C stopped working during my trip. Do I get an automatic refund?

No. Refunds for mechanical issues like A/C failure are not automatic. They are granted at the company's discretion. We review reports to determine if the duration and severity of the issue warrant a refund.

2. The bus broke down, and the replacement took an hour to arrive. Do I get a coupon?

You are eligible for a coupon only if we failed to communicate the plan to you within 30 minutes of the breakdown. If we informed you within 30 minutes that a buffer was on the way, you are not eligible for the coupon, even if the buffer takes longer to arrive due to traffic or distance.

3. What is a "Buffer"?

A buffer is a replacement vehicle dispatched to complete your journey in the event that your original shuttle breaks down.

4. Why is there a 5% charge on bank refunds?

The 5% deduction covers third-party payment processing fees and administrative costs incurred during the initial wallet funding and the subsequent transfer back to your bank.

5. I was at the bus stop, but the bus didn't stop. Can I get a refund?

If our investigation (using GPS logs) shows the bus stopped at the designated coordinate and you were not there, you are not eligible. However, if the Pilot failed to stop at the designated app location, you are eligible for a full refund.