Cancellations
Eligible bookings may be cancelled up to 6 hours before the scheduled departure time.
Where a refund is approved, a cancellation fee of 15% of the ticket total may apply.
Cancellation eligibility is shown before you confirm a cancellation request.
Refunds
Approved refunds are normally processed within 7 working days to the original payment method or another approved channel.
Refund timing may also depend on the payment provider, bank or mobile money operator used for the original transaction.
Rescheduling
Confirmed bookings may be rescheduled up to 12 hours before departure, subject to available seats on the new trip.
Each booking may be rescheduled up to 2 time(s). Fare differences, additional fees or route restrictions may apply.
Non-refundable fares
Certain discounted, promotional or special fares may be non-refundable. Current non-refundable categories include: promo.
Where a fare is non-refundable, this should be shown before payment or during the change request flow.
Missed trips and late arrival
Passengers who miss a trip because they arrived late may not be eligible for a refund. Support may assist with rebooking where seats are available and policy conditions allow.
How to request a change
Sign in to your dashboard or use Manage Booking with your booking reference and contact detail to request a cancellation or reschedule.
The platform keeps a history of booking changes, payment updates and refund actions for support and audit purposes.
Policy values can be updated by an administrator in System Settings before the full launch.