We understand that reliable service is essential, especially when it comes to daily commute, school runs, or important events. Read on to understand what you can do in case of severe, repeated delays, if the driver didn't turn up or didn't stop.
At Zeelo, we understand that reliable service is essential, especially when it comes to daily travel, school runs, or important events. While we aim to deliver consistent, on-time service, there may occasionally be disruptions due to traffic, operational issues, or unexpected delays.
If your coach or shuttle is delayed by more than 45 minutes and no alternative transport is provided, you may be eligible for a partial or full refund. Below is an outline of how we review and process these types of refund requests.
When am I eligible for a refund?
You may be eligible for a refund if:
- Your booked journey was delayed by 45 minutes or more, and
- No alternative service or transport was arranged
Refunds are not automatically applied in these cases but are reviewed individually by our team after the trip has concluded.
How we handle service disruptions
Delay under 45 Minutes: We consider this within our operational buffer. In most cases, no refund is provided
Delay over 45 Minutes: If no alternative service is made available (e.g. rerouting, replacement vehicle), and you’re unable to travel, you may request a refund. Each case will be reviewed by our team.
Service no-show (No bus arrived): If your service did not show up at all, and no replacement or update was provided within 45 minutes, you are likely eligible for a full refund of that trip.
How to request a refund
To request a refund due to service disruption, please contact us with the following details:
- Your name and email associated with the booking
- The route name and stop location
Date and time of the affected trip - A short description of what happened (e.g. “bus did not arrive,” “waited over 45 minutes, no update received”)
Our team will review the trip data, driver logs, and any communication sent during the disruption. Refund decisions are typically made within 3–5 working days.
Important notes
- Refunds are issued only for the disrupted leg of the journey — not the entire pass or ride bundle
- Refunds may be made to the original payment method or offered as credit, depending on your preference
- If an alternative mode of transport was arranged and accepted, a refund may not be issued
Our Commitment to You
While delays can happen from time to time, we take every report seriously. We’re constantly reviewing service data and working with our transport partners to prevent future issues. Your feedback helps us improve.