At Fresh Bus, we believe intercity travel should be smooth, reliable, and stress-free. That’s why we’ve introduced the Fresh Promise – India’s first money-back guarantee. Your time is valuable, and if things don’t go as planned, our promise ensures you’re compensated seamlessly, with ease.

It’s our way of saying: “Your time matters, and we stand by it.”

If your bus is cancelled within 3 hours of your boarding time, breaks down mid-journey, or runs more than 90 minutes late, you're compensated based on your scenario.

Think of it as a safety net for your travel – so every journey feels stress-free.

• Your time matters - Delays or cancellations? You’re compensated.
• Hassle-free process - Just a quick mobile verification, and the payout is credited directly to impacted passengers.

Note: For service cancellations, Fresh Promise eligibility is calculated based on your scheduled boarding time and not the bus start time.

If we move you to an alternate service, your seat will be transferred. Your ticket will not be refunded and the breakdown itself isn't compensated. You will get ₹1,000 compensation only if the alternative service is more than 90 minutes late.

Ticket refunds are processed separately as per our standard refund timelines. Compensation under Fresh Promise will be credited independently.

Step 1 – If you are impacted, we will notify you (All the eligible users will be notified)

Step 2 – You will receive a secure Juspay payout link to initiate the compensation process

Step 3– Verify OTP with your registered mobile number on Juspay portal

Step 4– Provide your Bank Account/UPI

Step 5 – Compensation will be provided to your account via provided UPI details

Note: The Juspay payout link is valid for 30 days. Compensation is available only while the link is active and cannot be provided after it expires.

• If you need help, our Customer Delight Officer (CDO) will guide you step by step, answer your questions, and make sure your promise is honored without any hassle.
• Customer Support Helpline: 707 5511 729
• Pro tip: Always provide the correct mobile number for a smooth, fast process.

Eligibility

• Fresh Promise applies to everyone who has booked directly through Fresh Bus website or app and through preferred travel partners.
• Every ticket you book is automatically covered, as a promise to all our passengers.

Where Fresh Promise doesn't apply

• Delays of under 90 minutes.
• Breakdowns where we move you to a replacement service.
• Journeys on blackout dates, listed below.

Blackout Days

• For journeys scheduled on blackout dates, Fresh Promise applies only in the event of a service cancellation within 180 minutes of your boarding time or a Service breakdown.
• Fresh Promise does not apply to delays, regardless of the duration of the delay.
• Current blackout dates: 14 - 16 Aug 2026, 11 - 15 Sep 2026, 1 - 5 Oct 2026, 16 - 22 Oct 2026, 6 - 10 Nov 2026, 24 Dec 2026 - 4 Jan 2027, 12 - 19 Jan 2027.
• Fresh Bus may add, remove or change blackout dates at its discretion. The current list is always published here.

Exclusions / Limitations

• Delays under 90 minutes are not covered.

Partial Ticket / Multiple Bookings

• For partial ticket cancellations within a single order, Fresh Promise applies only to the active tickets remaining.

Customer Support & Escalations

• For any issues, our Customer Delight Officer (CDO) is here to help via call.

Modifications & Termination

• Fresh Bus reserves the right to modify or withdraw the Promise at any time.
• Any changes will be communicated on the Fresh Bus website and app or through WhatsApp and email.
• All delay calculations are based on real-time GPS tracking at boarding and dropping points, ensuring fair and accurate compensation eligibility.

Note: Fresh Promise links are sent only to the mobile number used at the time of booking and cannot be redirected to a different number after booking.

The Fresh promise policy applies to bookings made on or after October 2, 2025.