Return & Refund Policy

1. What this policy covers

This Return & Refund Policy applies to every seat ticket and full-vehicle booking made through this website, over the phone, or at one of our counters. Because we sell travel on a scheduled service rather than physical goods, there is nothing to return — a cancelled booking is settled as a refund of money, not a return of an item.

Please read this policy together with our Terms & Conditions. By completing a booking you confirm that you have read and accepted both.

2. When you can cancel

You may cancel a confirmed booking at any time up to 24 hours before the scheduled departure time of your trip. Cancellation can be done from your account under "My Bookings", from the ticket page using your Booking ID, or by visiting any of our counters.

• More than 24 hours before departure — cancellation is allowed and a refund is issued under clause 3.
• 24 hours or less before departure — cancellation is not allowed and no refund is payable, because the seat can no longer realistically be resold.
• After the vehicle has departed, or if you do not board (a no-show), no refund is payable.

The deadline is measured against the scheduled departure time shown on your ticket, in Bangladesh Standard Time (GMT+6).

3. How much you get back

A cancellation charge of 30% of the total amount you paid is deducted from every eligible cancellation. The remaining 70% is refunded to you.

The exact figures for your booking are calculated and shown to you on screen before you confirm the cancellation, and they are printed on the refund voucher you receive afterwards. Nothing is deducted beyond the cancellation charge — there is no separate processing or service fee.

• Example: on a ticket of BDT 2,000 the cancellation charge is BDT 600 (30%) and you receive BDT 1,400.
• If we cancel or reschedule a trip ourselves, you receive a 100% refund with no cancellation charge, or you may move to another trip at no extra cost.
• Partial cancellation of individual seats within a multi-seat booking is handled at our counters; the same cancellation charge applies to the seats you cancel.

4. How and when your refund is paid

Refunds are paid in CASH at our office counter, against a printed refund voucher that you sign on collection. This applies regardless of how you originally paid — by bKash, Nagad, card, bank transfer or cash.

Refunds are processed within 7 to 10 working days from the date we accept your cancellation. Your voucher shows the earliest date from which you may collect the money. Working days exclude Fridays, Saturdays and public holidays.

• As soon as you cancel, a refund voucher with a unique voucher number is generated. You can print or download it immediately, and it also stays available in your account.
• Bring the printed voucher, your National ID or passport, and the original ticket to our office during office hours.
• The refund is paid only to the person named on the booking, or to someone carrying a signed authorisation from them together with a copy of their National ID.
• A refund voucher is valid for 30 days from the date of issue. Please collect within that period.

Office counter: Sector #04, Road #14/C, House #07 (Lift-5A), Uttara, Dhaka-1230. Open 9:00 AM – 9:00 PM, Saturday to Thursday. If you cannot reach the office, call +88 01681100022 and we will agree an alternative arrangement with you.

5. Failed, duplicate and unconfirmed payments

A ticket is issued only after we have received your payment. If money leaves your account but no ticket is issued, nothing has been charged to us successfully and the amount is normally released by your bank or wallet provider automatically.

• If a payment is deducted but you did not receive a Booking ID, contact us within 7 days with the transaction ID and we will investigate with the payment gateway.
• Confirmed duplicate payments for the same booking are refunded in full, with no cancellation charge.
• Refunds arising from a technical failure on our side are always made in full.

6. Full-vehicle (reserve coach) bookings

Full-vehicle bookings follow the same 24-hour deadline and the same 30% cancellation charge. Because a reserved vehicle is taken out of general sale, we cannot make exceptions closer to departure.

7. Questions and complaints

If you believe a refund has been calculated incorrectly or is delayed beyond 10 working days, contact us on +88 01681100022 or email sarkerrentacar@gmail.com with your Booking ID and voucher number. We aim to respond within two working days.