Thank you for using KnowSeat, a platform that enables metro commuters to exchange and offer available seats. This Refund & Cancellation Policy outlines the circumstances under which refunds are provided for transactions made through our app.
1. Overview
KnowSeat facilitates peer-to-peer seat exchange transactions between users on metro trains. All payments processed through our platform are subject to this policy. By using KnowSeat, you agree to the terms outlined below.
2. Transaction Types
KnowSeat processes the following types of transactions:
- Seat reservation fees — fees paid to secure a seat offered by another commuter
- Platform convenience fees — nominal fees charged by KnowSeat for facilitating the transaction
- Any in-app purchases or premium features
3. Refund Eligibility
3.1 Full Refund (100%)
You are eligible for a full refund in the following cases:
- The seat offerer cancels the transaction before you board the metro coach
- The seat is not available as described at the time of boarding
- A technical error or double charge occurred due to a payment processing failure
- The transaction was unauthorized or fraudulent (subject to verification)
- KnowSeat experiences a service outage that prevents completion of a confirmed transaction
3.2 Partial Refund
A partial refund may be issued in the following situations:
- You cancel the transaction more than 5 minutes before the agreed exchange point — platform convenience fee will be deducted
- The seat was available but did not match the described condition — refund amount determined on a case-by-case basis after review
3.3 No Refund
Refunds will not be issued in the following cases:
- You cancel the transaction within 5 minutes of the agreed exchange point
- You fail to show up at the agreed coach/seat location on time
- The seat exchange is successfully completed as agreed between both parties
- Dissatisfaction with the other user's behaviour (please use the in-app report feature instead)
- Misuse of the platform or violation of KnowSeat's Terms of Service
4. Quick Reference
| Situation | Refund |
|---|---|
| Seat offerer cancels | Full Refund |
| Seat unavailable / mismatch | Full Refund |
| Technical error / double charge | Full Refund |
| You cancel 5+ mins before exchange | Partial Refund |
| You cancel within 5 mins | No Refund |
| No-show at exchange point | No Refund |
| Successful seat exchange | No Refund |
5. How to Request a Refund
To request a refund, please follow these steps:
- Open the KnowSeat app and go to My Transactions
- Select the relevant transaction and tap Report Issue or Request Refund
- Provide a brief description of the issue
- Our team will review your request within 48 hours
Alternatively, email us at support@knowseat.com with your transaction ID and reason for the refund request.
6. Refund Processing Time
Once a refund is approved, please allow the following time for it to reflect in your account:
- UPI / Wallet payments: 1–3 business days
- Credit/Debit card payments: 5–7 business days
- Net banking: 3–5 business days
Refund timelines may vary depending on your bank or payment provider. KnowSeat is not responsible for delays caused by third-party payment processors.
7. Platform Convenience Fee
The platform convenience fee charged by KnowSeat is non-refundable except in cases of technical errors, unauthorized transactions, or cancellations made by the seat offerer.
8. Dispute Resolution
If you are dissatisfied with a refund decision, you may escalate your concern by emailing us at support@knowseat.com. We aim to resolve all disputes within 7 business days. KnowSeat's decision after review will be considered final.
9. Changes to This Policy
KnowSeat reserves the right to modify this Refund & Cancellation Policy at any time. Changes will be posted in the app and on our website at https://knowseat.com. Continued use of the app after changes constitutes your acceptance of the updated policy.
10. Contact Us
For any refund-related queries, please reach out to us:
- Email: support@knowseat.com
- Website: https://knowseat.com