Trip Cancellation Policy

When and how trips can be cancelled, and what happens when they are

This policy explains when trips on RouteX may be cancelled, the process for cancellation, and what passengers and RouteX are each responsible for.

1. Passenger-Initiated Cancellations

Passengers may cancel a confirmed booking at any time before scheduled departure through the RouteX app:

To cancel: go to Bookings in the app, select the trip, and tap Cancel Booking. Refunds are processed automatically.

2. RouteX-Initiated Cancellations

RouteX may cancel a trip due to vehicle or driver unavailability, safety concerns, force majeure events, or insufficient bookings. Affected passengers receive an immediate notification and a full refund within 5 business days.

3. Passenger Notification

All cancellations are communicated via push notification, SMS to your registered number, and in-app booking status update.

4. Repeat Cancellations

Passengers who repeatedly cancel at short notice may have advance booking privileges restricted. RouteX reserves the right to apply booking restrictions on accounts with a pattern of late cancellations or no-shows.

5. Corporate Account Cancellations

• Refunds for passenger-initiated cancellations are returned to the corporate account, not to the individual employee
• Corporate administrators may set additional cancellation rules through the admin dashboard
• RouteX-initiated cancellation refunds are returned to the original payment source

6. Questions

Contact support@routexgo.co with your booking reference if you have questions about a specific cancellation. We respond within 24 hours.