Terms and Conditions

Shuvmarg helps people find, compare, book and manage bus journeys offered by independent operators in Nepal. The operator identified on the booking provides the transport service and is responsible for operating its vehicles, crews and permits. Shuvmarg is responsible for the booking services it provides and for helping resolve problems raised through the platform. Using an independent operator does not remove Shuvmarg's responsibilities under applicable law.

These terms cover Shuvmarg's passenger website, app and related booking support. They work together with the Cancellation and Refund Policy, Privacy Policy and any journey conditions disclosed for your booking. If a term conflicts with a mandatory legal right, that right prevails.

Use the sign-in and verification steps shown on Shuvmarg. Keep your contact and passenger information accurate and protect your password, one-time codes and account access. Tell us promptly if you suspect unauthorized use. An approval code for spending SM Money is separate from a payment-provider code.

The account holder and person making a booking must be an adult. An adult may book for another traveler, including a child where permitted. The person making the booking should have authority to provide the passengers' details and make sure they receive the information needed for travel.

A search result or selected seat is not yet a confirmed booking. Confirmation requires successful payment where applicable, available inventory and an issued booking confirmation or ticket. A payment debit without an issued confirmed booking is handled as a payment problem under our Cancellation and Refund Policy.

Checkout shows the original seat fare, applied offer, flat NPR 25 booking fee per booking, selected SM Money and amount payable through the gateway. The booking fee is separate from the fare and is not eligible for reward spending. We do not add a separate gateway percentage to that displayed fee. Check the travellers, date, route, boarding point, seats, cancellation rules and final amount before paying. The booking records the accepted price and terms for that purchase. Once the booking is confirmed and paid, no additional fare will be charged for that same journey.

Use the payment options shown in checkout. eSewa is the current gateway, and SM Money is optional. Leaving a gateway page or going back does not establish the final payment result. An unconfirmed attempt must be checked before another charge can start. Keep its reference and contact support if money was deducted without a ticket. Never give an employee, operator, driver, conductor or agent your payment PIN, CVV, banking password or payment OTP.

Operators supply or approve trip schedules, boarding and dropping points, vehicle details, amenities and service conditions. We work to display that information accurately and notify affected passengers of material changes when we learn of them. Road, weather and operational conditions can affect travel times.

A seat may need to be reassigned or a vehicle changed for a genuine operational reason. If an operator substantially changes the confirmed service, you may decline it and request a full refund including the booking fee. Contact Shuvmarg support so the case is reviewed under the correct reason rather than normal passenger cancellation. Shuvmarg remains your support contact if a journey is interrupted and coordinates with the operator about replacement transport or an appropriate refund.

Live bus locations, where available, are estimates that can be affected by connectivity and GPS accuracy. Follow the confirmed boarding instructions and direct operator updates for your journey.

Keep your valid ticket or booking confirmation available at boarding. The operator may check the booking reference, QR code, passenger details and lawful identity requirements. Arrive at the stated boarding point in time for the boarding instructions shown for your journey.

A group booking currently boards together under one booking-level check-in. Do not sell, alter or transfer a ticket unless that is explicitly allowed for the booking. The operator may refuse boarding where necessary for safety, fraud prevention, legal compliance or serious misconduct; any refund depends on the facts and applicable law.

Provide accurate details and follow lawful safety instructions from the operator and crew. Do not bring illegal or dangerous items or act in a way that endangers people or property. Baggage allowances and optional charges must be disclosed for the journey; do not assume a single allowance applies to every operator.

The Cancellation and Refund Policy explains passenger cancellation, operator cancellation, failed payments and refund methods. The percentage and time windows saved with the ticket determine the charge. Current passenger cancellations use the original seat fare as the deduction basis, capped at the fare paid after offers, and retain the NPR 25 booking fee. Operator cancellation or a paid booking that cannot be issued returns the collected amount including the fee. Earlier bookings follow their saved rules. Shuvmarg’s standard cancellation rules apply unless replaced by operator-specific rules for the booking. All seats cancel together; review the amount and destination before confirming. Changes to a confirmed booking and cancellation of individual seats are not currently supported. To travel on a different service, cancel under the accepted rules and make a new booking at the then-available fare.

Promotional offers, rewards and scratch cards depend on the active campaign and availability. Eligibility, booking limits, amounts or ranges, claim requirements and expiry conditions are disclosed with the applicable offer. Later campaign changes do not reduce the offer terms already accepted for a confirmed booking, subject to its completion and cancellation conditions. A discount reduces the booking price; it is not a cash payment and cannot be refunded as cash. A later extension of an offer does not automatically reset a previous claim. The offer’s current conditions and your recorded use determine eligibility. An authorized agent must show the applicable price and cancellation information and must not add an undisclosed Shuvmarg charge.

• Refund credit has no expiry and can cover the fare and booking fee up to the available credit. It is credit for future bookings and cannot ordinarily be withdrawn as cash. If you permanently close your account, contact support to arrange return of unused refund credit to its original payment source before closure. This exception does not convert promotional rewards into cash.
• Rewards can cover at most 10% of the fare after offers, within the available reward balance. They cannot cover the booking fee and expire 12 calendar months after being added.
• Using SM Money is optional. Spending may require account-phone approval. Selected credit is reserved during payment so it cannot be spent twice.
• Rewards expiring during an active reservation may complete that payment. If released after expiry, they become expired. The earliest-expiring eligible rewards are used first.
• A refund returns the eligible fare proportionally to the original sources. Used rewards keep their original expiry. Choosing SM Money for the gateway-paid part creates refund credit without an extra conversion charge.

Referral rewards require the qualifying completed journey and the published offer conditions. A signup or shared code alone does not make a reward spendable. Check the active referral offer in My account for its qualification rules and reward amounts.

A scratch card is available only where the applicable offer makes the booking eligible. Its amount or range and claim conditions follow that offer, rather than a permanent guarantee for every booking. Claim an available card by scratching it or using Reveal without scratching. Its reward becomes spendable only after both claiming and completing the journey.

An unclaimed card expires six calendar months after the completed journey. Once its reward is added to SM Money, the separate 12-calendar-month reward expiry starts. Cancellation invalidates the booking’s pending cashback or card. Earlier, already-spent cashback may require review during a refund.

Do not make fraudulent bookings, misuse another person's account or ticket, interfere with Shuvmarg's systems, or provide false passenger or payment information. We may restrict access when reasonably needed to address fraud, security or serious misuse and will handle any active booking according to applicable law.

The platform may sometimes be unavailable because of maintenance, network failures or events outside reasonable control. This does not remove rights attached to a confirmed booking. Shuvmarg's name, logo, software and original content belong to Shuvmarg or its licensors.

Send a complaint through the website, app or support contact and include the booking reference where possible. We will register a formal complaint and provide a reference. Complaints covered by Nepal's Electronic Commerce Act will be investigated and decided, or answered with reasons, within 15 days of receipt.

We may revise these terms for future use. A later change will not silently reduce the rights attached to an already confirmed booking. Nepalese law applies, and unresolved disputes may be brought to the competent authority or court. Nothing here excludes a responsibility or consumer right that cannot lawfully be excluded.