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Frequently asked questions
Ticket exchanges/refunds
You can return your ticket if there are at least 30 minutes remaining before the trip departs from the first stop. If you did not purchase your ticket at the first stop, use the trip start time (departure from the first stop) as a reference, not the arrival time at an intermediate stop listed on the ticket.
In this case, 80% of the ticket price will be refunded.
A ticket may be refunded after the trip has departed only for unforeseen reasons and only in the following cases:
– upon presentation of a doctor’s note, or
– upon presentation of a police report (if you were attacked, involved in a traffic accident, or otherwise harmed by others and consequently missed the bus).
In these cases, 75% of the ticket price will be refunded.
If the ticket was purchased as a “round-trip,” you may return:
– the entire ticket (round-trip), or
– only the return portion of the ticket.
Tickets purchased online can only be refunded online. Tickets purchased at a station can only be refunded at the same station.
Refunds for returned tickets will be transferred within 7 (seven) business days to the buyer’s account from which the payment was made.
Ticket Change Policy:
– Time: A ticket can only be changed before the trip departs from the first stop. If you did not purchase the ticket at the first stop, use the trip’s start time (departure from the first stop) as the reference, not the arrival time at an intermediate stop.
– Price: if the new ticket is more expensive, you must pay the difference; if it is cheaper, the price difference is non-refundable.
– Procedure: The ticket is changed via the online ticketing system before the trip departs from the first stop.
– Restrictions: The ticket cannot be changed after the trip has departed or if the trip has already been closed in the system.
If you miss the bus, a refund for an unused ticket is issued only in two cases:
– upon presentation of a doctor’s note, or
– upon presentation of a police report (if you were attacked, were involved in a traffic accident, or were otherwise harmed by others and consequently missed the bus).
In both cases, 75% of the ticket price is refunded.