Terms & Conditions

1. Introduction & Acceptance

These Terms & Conditions ("Terms") set out the rules for using innopaybus ("innopaybus", "we", "our" or "us") and the website, mobile applications and services we operate for discovering, comparing and booking bus tickets (together, the "Platform"). Please read them carefully before using the Platform.

By browsing the Platform, creating an account or completing a booking, you confirm that you have read and understood these Terms and that you accept them along with our Privacy Policy. If you do not agree, please stop using the Platform. These Terms may be updated from time to time, and the version published on the Platform at the time of your booking applies to that booking.

2. Definitions

• "Bus Operator" means the independent transport company that owns, operates and is responsible for the bus service you book.
• "User", "you" means any person who accesses the Platform or makes a booking, whether for themselves or for other passengers.
• "Booking" means a confirmed reservation of one or more seats for a specified trip made through the Platform.
• "Ticket" means the booking confirmation (carrying details such as the TIN/PNR) that evidences your reservation with the Bus Operator.

3. Eligibility & Account

You must be at least 18 years of age and capable of entering into a legally binding contract to use the Platform. By booking, you confirm that the details you provide for yourself and for every passenger are accurate and complete.

Some features require an account or a verified mobile number. You are responsible for:

• Keeping your login credentials and one-time passwords (OTPs) confidential;
• All activity that takes place through your account or verified number;
• Providing correct contact details so that confirmations and travel updates reach you; and
• Informing us promptly of any unauthorised use of your account.

4. Nature of Our Service

innopaybus is a technology platform and booking aggregator. We help you search, compare and reserve seats offered by independent Bus Operators and we facilitate the payment for those seats. We do not own, operate, manage or control any bus, and we are not a transport provider.

When you book, the contract for the actual journey is formed directly between you and the Bus Operator. The Bus Operator is solely responsible for the transport service, including the bus, its crew, route, timings, boarding and dropping points, seat allocation, safety and overall travel experience. The Bus Operator's own terms, policies and conditions of carriage also apply to your trip.

5. Booking & Payment

5.1 Making a Booking

Seat availability, fares and schedules are provided by Bus Operators and may change until a booking is confirmed. A booking is confirmed only when payment is successfully received and you are issued a confirmation carrying a ticket/PNR number. The price shown before payment is inclusive of applicable taxes; any convenience fee or discount is shown separately at checkout.

5.2 Payments

Payments are collected through our payment-gateway partners using methods such as credit/debit cards, net banking, UPI and wallets. We do not store full card details on our servers. If an amount is debited but the booking is not confirmed, the amount is reconciled and refunded to the original payment method as per the gateway's timelines.

5.3 Confirmation

On a successful booking we send a confirmation by email, SMS and/or WhatsApp. You must carry this confirmation (printed or on your device) together with a valid government-issued photo ID when you board.

6. Tickets, Boarding & Travel Documents

To board, you must:

• Reach the boarding point at least 15 minutes before the scheduled departure;
• Present the booking confirmation along with a valid photo ID (Aadhaar, Passport, Driving Licence, PAN or Voter ID);
• Ensure the passenger name on the ID matches the booking.

Boarding and dropping points and timings are set by the Bus Operator and may be revised. It is your responsibility to track trip updates. Failure to be present on time or to carry valid documents may result in denial of boarding and will be treated as a no-show, which is generally non-refundable.

7. Cancellation, Rescheduling & Refunds

Cancellation and rescheduling are permitted only where the Bus Operator allows them, and the Operator's policy (including cut-off times and charges) for your specific trip is displayed at the time of booking and governs that booking. Cancellation charges and any convenience fee are deducted from the refund amount.

7.1 Refund Timelines

Eligible refunds are processed to the original payment method, typically within 5–7 business days, subject to the Operator's confirmation and your bank's or payment provider's processing time.

7.2 Operator-Initiated Cancellations & Disruptions

If a Bus Operator cancels a trip, you are eligible for a refund of the ticket amount for that trip. We will make reasonable efforts to notify you. We are not responsible for delays, diversions, breakdowns, early/late running, changes to the bus type, or any loss arising from events outside our control, as these fall under the Bus Operator's responsibility.

8. Bus Operator Responsibilities

The Bus Operator is responsible for, among other things:

• Operating the service and maintaining the bus in a roadworthy and safe condition;
• The conduct, licensing and behaviour of its drivers and staff;
• Adhering to the advertised route, boarding/dropping points and timings;
• Honouring the confirmed seat and the published cancellation policy; and
• Compliance with all applicable transport laws and permits.

9. User Responsibilities & Prohibited Conduct

You agree to use the Platform lawfully and respectfully, and you must not:

• Provide false, misleading or someone else's details without authorisation;
• Book with the intent to resell tickets for commercial gain without our written consent;
• Attempt to defraud the Platform, a Bus Operator or a payment provider, or misuse offers, coupons or refunds;
• Use bots, scrapers or any automated means to access, copy or overload the Platform;
• Interfere with the security or proper working of the Platform; or
• Behave unlawfully or inappropriately toward other passengers or Operator staff during travel.

10. Baggage

Baggage allowances and charges are set by each Bus Operator. As a general guideline, one piece of baggage per passenger is allowed, with additional or oversized baggage subject to Operator charges. Hazardous, illegal or prohibited items must not be carried.

Passengers are responsible for their own belongings. Neither innopaybus nor, save as required by law, the Bus Operator accepts liability for loss of or damage to baggage and valuables. We recommend keeping valuables with you as hand luggage.

11. Service Availability

We aim to keep the Platform available at all times, but access may be interrupted for maintenance, upgrades, or reasons beyond our control. We may add, modify or discontinue features without notice. We are not liable for any loss or inconvenience caused by the Platform being temporarily unavailable.

12. Third-Party Services & Links

The Platform relies on and links to third-party services, including Bus Operator inventory systems, payment gateways, and messaging providers for email, SMS and WhatsApp. Your use of those services is governed by their own terms and policies, and we are not responsible for their content, availability or actions.

13. Intellectual Property

All software, design, text, graphics, logos and other content on the Platform are owned by or licensed to innopaybus and are protected by applicable intellectual-property laws. You are granted a limited, non-exclusive, non-transferable right to use the Platform for your personal, non-commercial booking needs. You may not copy, modify, distribute, reverse engineer or create derivative works from the Platform or use our marks without prior written permission.

14. Limitation of Liability & Indemnity

To the maximum extent permitted by law:

• We act only as a facilitator between you and the Bus Operator and do not warrant the quality, safety or timeliness of any trip;
• We are not liable for the acts, omissions, delays, cancellations or service standards of Bus Operators;
• We are not liable for any indirect, incidental, special or consequential loss; and
• Our total liability for any claim relating to a booking shall not exceed the booking amount paid for that booking.

You agree to indemnify and hold innopaybus, its employees and partners harmless from any claim, loss or expense arising out of your breach of these Terms, your misuse of the Platform, or your violation of any law or third-party right.

15. Governing Law & Dispute Resolution

These Terms are governed by the laws of India. Before pursuing any formal remedy, you agree to first contact us so we can try to resolve the matter amicably. Any dispute that cannot be resolved informally shall be subject to the exclusive jurisdiction of the courts at Bengaluru, Karnataka.

16. Changes, Privacy & Severability

We may revise these Terms at any time by posting the updated version on the Platform; your continued use after changes take effect constitutes acceptance. How we handle your personal data is explained in our Privacy Policy. If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions will continue in full force, and the invalid provision will be applied to the fullest extent permitted by law.

17. Contact Us

If you have any questions about these Terms & Conditions, you can reach us at: