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Log inHow to cancel a purchase, refund timelines, and what happens if your trip is canceled.
Yes, as long as you request it before the bus departs and within your fare type's deadline (in general up to 6 hours before; promotional fares may be non-refundable).
A cancellation penalty based on your fare is deducted from the amount paid. The exact breakdown is shown to you before you confirm the cancellation.
The fares and penalties applicable to your ticket appear in the conditions you accepted at purchase; you can also review them in the Terms and Conditions.
Write to us by WhatsApp or email with your transaction or ticket number and the buyer's identity document, or visit one of our offices.
We verify that your ticket is within the allowed deadline, confirm the amount to be refunded (deducting the penalty if applicable), and process the refund to the same payment method used for the purchase.
We process the refund within 48 hours of approval. When you see it reflected depends on your payment method:
If you do not show up for boarding (no-show), the ticket becomes void and is non-refundable, in accordance with the conditions of the service.
If you know in advance that you will not make it, postpone or cancel it within the allowed deadlines: that is the way to protect your money. In the event of unforeseen force majeure, contact us and we will review your case.
If the service is canceled for reasons attributable to the company, you choose between rescheduling your trip at no cost or receiving a refund of 100% of what you paid, with no penalties.
We will notify you through the contact details from your purchase (email and phone) as soon as the service disruption is known.
Coupons and promotional discounts are not redeemable for cash. In a refund, only the amount actually paid is reimbursed; the coupon used is forfeited unless the promotion states otherwise.
First write to us through our support channels: most cases are resolved directly with the support team.
If you wish to file a formal complaint, our virtual Complaints Book (Libro de Reclamaciones) is at your disposal (link at the bottom of this website) and at each of our offices. In accordance with INDECOPI regulations, we respond to complaints within a maximum of 15 business days.