Refund policy
Last updated 21 September 2026
You're paying us upfront for a trip that hasn't happened yet, often several weeks out. This page sets out exactly how you get your money back when you're owed it, and how long it takes.
If an operator cancels a departure, you get back everything you paid, and we process that refund ourselves. You never have to chase the operator for it.
When you get a refund
Whether a cancellation earns a refund, and how much, is set by our cancellation policy and the terms shown on your trip page. This page covers what happens once a refund is due.
| Situation | Refund |
|---|---|
| Operator cancels the departure | 100% of everything you paid, whenever it happens |
| You cancel with enough notice | Per the window shown on your trip page — typically full at 21+ days, half at 10–20 |
| We made an error in the listing | 100%, if you don't want the corrected booking |
| Duplicate or failed payment | 100% of the extra amount, no questions |
| You cancel inside the no-refund window | Nothing — but you can transfer your seat instead |
How long it takes
We approve refunds within 2 working days of agreeing one. After that the timing is your bank's, not ours:
| Paid by | Money back in |
|---|---|
| UPI | Usually 1–3 working days |
| Debit or credit card | Usually 5–7 working days |
| Net banking | Usually 3–7 working days |
Refunds go back to the account you paid from. We can't send a refund to a different account, card or UPI ID — that's a payment-industry rule, not our preference, and it exists to prevent fraud. If the original card has since expired or been closed, tell us and we'll work out an alternative with our payment provider.
What we refund
We refund the full amount you paid us, including any payment-gateway charges. We don't deduct a processing fee from your refund — if the gateway keeps a fee on a refunded transaction, that's our cost to absorb, not yours.
Where the refund is partial, it's calculated on what you actually paid, and we'll show you the arithmetic in writing before we process it.
Duplicate and failed payments
If money left your account but you never got a booking confirmation, or you were charged twice, email us with the amount, the date and the transaction reference. These are usually resolved in 2–5 working days, and you don't need to argue the case — a payment we can't match to a confirmed booking gets returned.
How to request a refund
- Email hello@pompla.com from the address you booked with, with your booking reference.
- We confirm within 2 working days what you're owed and why, in writing.
- We process it, and send you the refund reference.
- Your bank credits it within the windows above.
If a refund is late
If more than 10 working days have passed since we sent you a refund reference and the money hasn't arrived, write to us and we'll chase the payment provider and keep you posted until it lands. Please check your bank statement first — refunds sometimes appear against the original transaction date rather than today's, which makes them easy to miss.
If you disagree with a decision
Tell us why, in writing, and a person will look at it again rather than repeating the first answer. Include anything relevant — messages from the operator, what you were told at the time.
If we still can't agree, you can escalate to our grievance officer, Nimit Sharma (hello@pompla.com), who will respond within 7 working days. Nothing here affects your rights under the Consumer Protection Act, 2019.
We'd rather refund a disputed booking than argue about a few thousand rupees with someone who trusted a new platform with their money. If your case is reasonable, expect us to say yes.