Refund policy

A passenger who cancels before the published cut-off may request the displayed refundable percentage. The current standard policy is 90% when cancellation occurs at least 6 hours before scheduled departure.

Approval

Passenger, counter, and customer-care requests enter an approval queue. Counter and customer-care officers cannot approve their own requests. An operations manager reviews eligibility, linked complaints, payment status, duplicate requests, and whether the passenger boarded.

Exceptions

Customer-care may recommend an exception after a complaint, but only a manager may approve it. Boarded, already-refunded, unpaid, or duplicate tickets are not refundable through the normal workflow. Cancellation by the operator may be handled under a separate full-remedy process.

How refunds arrive

LinkPass payments return to LinkPass. Other methods return through the supported provider or an approved manual process. Bank processing may take 3–5 working days after approval.

This policy must be reconciled with applicable transport, consumer, and payment law before production use.