FREQUENTLY ASKED QUESTIONS
What are Promo Green Coins (PGC) & when do they expire?
Promo Green Coins are credited from marketing promotions, travel & earn campaigns, referrals, and signup offers. They can be used only for bookings Promo GC would expire in 6 months standard. Once expired, they cannot be refunded or used.
What are Non-Promo Green Coins (NGC) & when do they expire?
Non-Promo Green Coins are credited mainly from refunds (cancellations, exceptional cases). They can be used for any transaction (bookings or other product purchases like cards) and do not expire unless explicitly set for a specific transaction type.
If I wish to redeem X number of Green Coins, which bucket will the Green Coins debit from?
When you redeem Green Coins during checkout, the system automatically chooses which coins to deduct first based on a set priority. This ensures that coins with the earliest expiry are used first so you don’t lose them.
Order of usage: Promo Green Coins (PGC) – Used first, starting with the coins that are closest to expiry.
Example: If you have 100 PGC expiring on 28 April and 50 PGC expiring on 30 April, the 28 April coins will be consumed first.
If the total PGC in your account is not enough for your payment, the system will move to the next bucket.
Non-Promo Green Coins (NGC) – Used after PGC are exhausted.
NGC never expire (unless a special expiry is set for certain cases), so they’re consumed only after all available PGC are used.
Cash / Other Payment Methods – Used only if your combined PGC + NGC balance is less than the total payable amount.
Can I transfer Green Coins?
No. Green Coins (both PGC and NGC) cannot be transferred to another Fresh Bus user.
What is the transaction limit of Green Coins?
You can use up to 100% of the transaction amount with Green Coins.
Can I partially use Green Coins?
No. You cannot choose to partially use the Green Coins
Can I withdraw the Green Coins to any bank account?
No. Green Coins cannot be withdrawn to a bank account.
What is the refund structure of Green Coins?
Refunds are credited back in the same type they were originally used:
NGC refunds are credited back as NGC.
PGC refunds are credited back as PGC.
Refund priority: NGC → PGC → Cash.
If the original coins have expired by the time of cancellation, expired PGC will not be refunded.
In some special cancellations (service cancellation/breakdown policy), PGC will be credited as a new transaction with 6 months expiry.
What are the benefits of having a Fresh Card?
You save Rs. 500 on 10 of your trips, i.e., Rs. 50 on each trip. It is valid for 6 months and can be used on any routes.
What is the price of the Fresh Card?
The Fresh Card is available at Introductory price ₹75 only.
On which booking platform can I use my Fresh Card?
Fresh Card can only be used on the Fresh Bus website and the Fresh Bus mobile app.
Can I use my green coins along with the Fresh Card while booking tickets?
Yes, you can use them, provided you have adequate balance.
What is the validity of my Fresh Card?
It is valid for 6 months.
Is there a limit on the number of bookings I can make in a single day using the Fresh Card?
No. There is no limit on the number of times you use a Fresh Card in a day.
Can I transfer my Fresh Card to someone else?
No. But you can book a ticket for someone else using the Fresh Card.
Can I use the Fresh Card on offline bookings?
No. It can only be used on our Fresh Bus website and Fresh Bus mobile app.
When should I reach the Boarding Point?
Passenger should report to the boarding point 15 mins prior of the Boarding time.
Does booking online cost me more?
No, the fare will remain the same, however you could be benefited by discount offers.
Do you have separate seats for Ladies passenger?
Yes, once single lady seat is booked in seater coaches, the adjacent seat will be allotted to lady traveller only.
Do you have half ticket charges for the children?
No, half ticket charges are not available. Children aged 5 years and above will be charged full ticket fare.
Why are different seats priced differently?
The seats which are priced with high fare are considered as Premium seats.
Can the ticket be transferred to another passenger?
The ticket is not transferable because it will be verified with the name of the registered passenger.
Why it is mandatory to provide the passenger mobile number while booking a ticket(s)?
Yes, it is mandatory to provide mobile number to provide information such as mTicket, Vehicle number, tracking details and any other update related to the schedule of the service.
What to do if I have entered incorrect mobile number while booking a ticket. Do I get the mTicket on different number?
Yes, the mTicket will be sent to the entered mobile number but we request you to recheck the contact number while booking the ticket and in case of incorrect phone number, please contact our customer support team.
What are the payment options available on the website to book ticket(s)?
You can book the ticket through Debit Card, Credit Card, Internet Banking, and eWallets.
Is it safe to use my Credit/Debit on this site?
Yes, we deployed best in security, and it is safe to do transactions on the website.
What do I do if amount is deducted and Ticket is not booked?
If the amount is deducted and ticket is not confirmed, the amount will be reverted back to the same account from which the payment was made within 2-7 business working days. If the amount is not credited within the timeline, please reach out to us on our support team on [email protected] along with the Bank statement from the date to booking to till date.
How will I get refund if I cancel the ticket?
Post cancellation, the refund amount will be reverted back to the same account from which the payment was made in 2-7 working days.
Do I get the refund if I missed the bus?
No, the refund will not processed if the passenger misses the bus.
If a customer cancels a ticket before 4 hours of the journey, when will the refund be processed?
Once tickets are cancelled, Fresh Pass balance would be replenished immediately.
Can I do partial cancellation on my ticket?
Yes, you can cancel the seats that you want to.
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Fresh Bus Private Limited
Registered Address : Freshbus Depot, No.28/23/223/99C, Ward 160, Rajarajeswari Negara Ward O&M18, Rajarajeshwarinagar, Bangalore, Bangalore South, Karnataka, India, 560098
Corporate Address : 11 Floor Sri Harsha Icon, Financial District Hyderabad Telangana India, Gachibowli, K.V.Rangareddy, Seri Lingampally, Telangana, India, 500032
[email protected]
+91 707 5511 729
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