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CANCELLATION AND REFUND POLICY

GENERALITIES

  1. The request for the cancellation of the tickets, purchased through our website, will only be received up to 24 hours before the departure of the bus. The refund is subject to the fulfillment of the indicated conditions and to the acceptance of the order by our customer service center. The refund request must be sent by our website in the option Web Cancellation. The refund request sent will be evaluated, before being confirmed or rejected via email.
  2. The refund will only be accepted from the buyer of the tickets and if the refund request concerns all the tickets within the same transaction. If the demand concerns only part of the travelers, then the refund will not be available.
  3. Tickets purchased through Internet or our call-center can only be refunded if paying the previous penalties.
  4. Some bus companies, according to their refund policy, don't accept cancellations and just accept postponements. Refunds will not be accepted if the bus company does not allow redBus to refund its bus tickets.
  5. In some bus companies, the refund of the bus ticket(s) is only allowed during the 7 days following the date of purchase of the bus ticket. It won't be possible to cancel the bus tickets from the already mentioned bus companies, since they don't allow redBus to refund their bus tickets when the term of 7 days after the purchase is exceeded.
  6. The refund does not apply to the tickets that have been exchanged at the bus company. In that case the customer must communicate with the company responsible for the service the cancellation of the travel and the refund.
  7. If you bought your ticket through PagoEfectivo or any other cash means of payment, we will proceed to the refund via a bank transfer or cash-deposit to the bank account of the purchaser.
  8. The buyer is the only one that can be refunded. The refund will take between 3 to 20 week days.
  9. redBus cannot be responsible for the modification/cancellation of a service by the bus company. In case of cancellation of a bus service, the customer must communicate with the company responsible of the service for a change or a refund of the bus ticket.
  10. In the case of modifications or postponements of the ticket, the customer must communicate directly with the bus company. We only accept the requests according to the companies’ policies. redBus doesn't make modifications or postponements.
  11. In the case of cancellation of bus tickets purchased with PerúBus, there is always a penalty of 15% of the tickets’ price; you can only request the cancellation of the ticket until 24 hours before the departure of the bus, keeping in mind the hours for request of cancellation in redBus.
  12. In the case of bus tickets purchased with Línea or Royal Palace, cancellations or refunds are not accepted.

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