Cancelation Policies

This document is a part of the General Conditions of www.busexpress.bg. 
 

We try to keep our revalidation and cancelation policies as simple as possible, but in some cases different bus companies have different revalidation and cancelation policies. In the following text you will first find our general revalidation and cancelation policies and the revalidation and cancelation policies wich apply for the following bus companies:

UNION-IVKONI, ARDA TOUR, ECOLINES, RADINA VIP, ILIAS TRAVEL, MAXI TOUR VARNA / ALBA-SERVICES, OMEGA GROUP 84, TRANS 6, STRUMA 11 / SKAPTOPARA 5, VITOSHA-EXPRESS, BIOMET, TRANS 5, MATPU, M-BUS.

In any case the revalidation and cancelation policies will be printed on your ticket.

Our general revalidation and cancelation policies

Customers who have purchased tickets on the Website for a bus travel shall have the right to: 

  1. To change the date and the time of travel - only and in case of any free seats for the desired new date and time. The change can take place online from the user profile, by e-mail on support@busexpress.bg or in the offices of the coach carrier but not later than 24 hours prior to departure from the station. For this purpose, the Customer must provide the number of the electronic ticket. For revalidation requests by e-mail outside of our office hours, it will be assumed that the ticket will be revalidated at 08:00 AM on the next business day under the following conditions:
    1. In case of revalidation, the Customer pays no penalty.
    2. Revalidation is allowed only once for a ticket.
  2. To cancel the trip online via the Website, by e-mail on support@busexpress.bg or in the offices of the coach carrier. For cancellation requests by e-mail outside of our office hours, it will be assumed that the ticket is cancelled at 08:00 AM on the next business day under the following conditions: 
    1. For cancellation up to 24 hours before departure from the bus stop - the Customer pays a penalty to the amount of 10% of the value of the ticket. 
    2. For cancellation for less than 24 hours before departure from the station - the Customer pays a penalty to the amount of 70% of the value of the ticket. 
    3. After the departure from the bus stop - the ticket shall be deemed used and the amount spent by the Customer shall not be reimbursed. 
    4. In any case, the Customer shall bear all costs of the banking transactions, as well as pay a fee of 1 BGN for the service. 
  3. A revalidated ticket shall not be subject to cancellation. 
  4. A return ticket is considered a whole unit. If the first direction of the ticket has been used, the second can only be revalidated according to the Revalidation Terms. 
  5. In case of travel refusal, the amount for a ticket purchased online shall be reimbursed by bank transfer in accordance with the Terms of Travel Refusal and Cancellation.

***UNION-IVKONI***

Customers who have purchased tickets on the Website for a bus travel shall have the right to: 

  1. To change the date and the time of travel - only and in case of any free seats for the desired new date and time.  The change can be made by e-mail on support@busexpress.bg or in every office of the coach carrier but not later than 1 hour prior to departure from the station. In case of force majeure events up to 10 minutes after the departure from the station only in the offices of the coach carrier. For this purpose, the Customer must provide the number of the electronic ticket. For revalidation requests by e-mail outside of our office hours, it will be assumed that the ticket will be revalidated at 08:00 AM on the next business day under the following conditions:
    1. In case of revalidation of a trip in Bulgaria, the Customer pays no penalty.
    2. Revalidation is allowed only once for a ticket.
  2. To cancel a trip in Bulgaria by e-mail on support@busexpress.bg or in every office of the coach carrier. For cancellation requests by e-mail outside of our office hours, it will be assumed that the ticket is cancelled at 08:00 AM on the next business day under the following conditions: 
    1. For cancellation up to 24 hours before departure from the bus stop - the Customer pays no penalty.
    2. For cancellation from 24 to 12 hours before departure from the station - the Customer pays a penalty to the amount of 10% of the value of the ticket. 
    3. For cancellation from 12 to 1 hour before departure from the station - the Customer pays a penalty to the amount of 30% of the value of the ticket. 
    4. For cancellation for less than 1 hour before departure from the station - the Customer pays a penalty to the amount of 50% of the value of the ticket. 
    5. After the departure from the bus stop - the ticket shall be deemed used and the amount spent by the Customer shall not be reimbursed. 
    6. Tickets from the categories X, Y and Z cannot be revalidated and canceled.
    7. In any case, the Customer shall bear all costs of the banking transactions, as well as pay a fee of 1 BGN for the service. 
  3. To cancel a trip outside of Bulgaria by e-mail on support@busexpress.bg or in every office of the coach carrier. For cancellation requests by e-mail outside of our office hours, it will be assumed that the ticket is cancelled at 08:00 AM on the next business day under the following conditions : 
    1. For cancellation up to 48 hours before departure from the bus stop - the Customer pays no penalty.
    2. For cancellation from 48 to 24 hours before departure from the station - the Customer pays a penalty to the amount of 10% of the value of the ticket. 
    3. For cancellation from 24 to 1 hour before departure from the station - the Customer pays a penalty to the amount of 30% of the value of the ticket. 
    4. For cancellation for less than 1 hour before departure from the station - the Customer pays a penalty to the amount of 50% of the value of the ticket. 
    5. After the departure from the bus stop - the ticket shall be deemed used and the amount spent by the Customer shall not be reimbursed. 
    6. Tickets from the categories X, Y and Z cannot be revalidated and canceled.
    7. In any case, the Customer shall bear all costs of the banking transactions, as well as pay a fee of 1 BGN for the service. 
  4. To revalidate a trip outside of Bulgaria by e-mail on support@busexpress.bg or in every office of the coach carrier. For revalication requests by e-mail outside of our office hours, it will be assumed that the ticket is revalidated at 08:00 AM on the next business day under the following conditions: 
    1. For revalidation up to 24 hours before departure from the bus stop - the Customer pays no penalty.
    2. For revalidation from 24 to 1 hours before departure from the station - the Customer pays a penalty to the amount of 10% of the value of the ticket. 
    3. For revalidation for less than 1 hour before departure from the station - the Customer pays a penalty to the amount of 30% of the value of the ticket. 
    4. After the departure from the bus stop - the ticket shall be deemed used and the amount spent by the Customer shall not be reimbursed. 
    5. Tickets from the categories X, Y and Z cannot be revalidated and canceled.
  5. A revalidated ticket shall not be subject to cancellation. 
  6. A return ticket is considered a whole unit. If the first direction of the ticket has been used, the second can only be revalidated according to the Revalidation Terms. 
  7. In case of travel refusal, the amount for a ticket purchased online shall be reimbursed by bank transfer in accordance with the Terms of Travel Refusal and Cancellation.

***ARDA TOUR***

Customers who have purchased tickets on the Website for a bus travel shall have the right to: 

  1. To change the date and the time of travel - only and in case of any free seats for the desired new date and time. The change can take place online from the user profile, by e-mail on support@busexpress.bg or in the offices of the coach carrier but not later than 1 day prior to departure from the station. From December the 1st to January 10th and from June 15th to September 15th, the change must be made 3 days prior to departure from the station. For this purpose, the Customer must provide the number of the electronic ticket. For revalidation requests by e-mail outside of our office hours, it will be assumed that the ticket will be revalidated at 08:00 AM on the next business day under the following conditions:
    1. In case of revalidation, the Customer pays no penalty.
    2. Revalidation is allowed only once for a ticket.
  2. To cancel the trip online via the Website, by e-mail on support@busexpress.bg or in the offices of the coach carrier. For cancellation requests by e-mail outside of our office hours, it will be assumed that the ticket is cancelled at 08:00 AM on the next business day under the following conditions: 
    1. For cancellation up to 72 hours before departure from the bus stop - the Customer pays a penalty to the amount of 20% of the value of the ticket. 
    2. For cancellation from 72 to 24 hours before departure from the station - the Customer pays a penalty to the amount of 50% of the value of the ticket. 
    3. For cancellation for less than 24 hours before departure from the station - the Customer pays a penalty to the amount of 100% of the value of the ticket. 
    4. After the departure from the bus stop - the ticket shall be deemed used and the amount spent by the Customer shall not be reimbursed. 
    5. In any case, the Customer shall bear all costs of the banking transactions, as well as pay a fee of 1 BGN for the service. 
  3. A revalidated ticket shall not be subject to cancellation. 
  4. A return ticket is considered a whole unit. If the first direction of the ticket has been used, the second can only be revalidated according to the Revalidation Terms. 
  5. In case of travel refusal, the amount for a ticket purchased online shall be reimbursed by bank transfer in accordance with the Terms of Travel Refusal and Cancellation

***ECOLINES***

Customers who have purchased tickets on the Website for a bus travel shall have the right to: 

  1. To change the date and the time of travel - only and in case of any free seats for the desired new date and time. The change can take place online from the user profile, by e-mail on support@busexpress.bg or in the offices of the coach carrier but not later than 24 hours prior to departure from the station. For this purpose, the Customer must provide the number of the electronic ticket. For revalidation requests by e-mail outside of our office hours, it will be assumed that the ticket will be revalidated at 08:00 AM on the next business day under the following conditions:
    1. In case of revalidation up to 24 hours before departure from the station, the Customer pays no penalty.
    2. Revalidation is allowed only once for a ticket.
  2. To cancel the trip online via the Website, by e-mail on support@busexpress.bg or in the offices of the coach carrier. For cancellation requests by e-mail outside of our office hours, it will be assumed that the ticket is cancelled at 08:00 AM on the next business day under the following conditions: 
    1. For cancellation up to 24 hours before departure from the station - the Customer pays a penalty to the amount of 20% of the value of the ticket. 
    2. For cancellation from 24 to 1 hour before departure from the bus station - the Customer pays a penalty to the amount of 50% of the value of the ticket. 
    3. For cancellation for less than 1 hour before departure from the station - the Customer pays a penalty to the amount of 100% of the value of the ticket. 
    4. After the departure from the bus stop - the ticket shall be deemed used and the amount spent by the Customer shall not be reimbursed. 
    5. In any case, the Customer shall bear all costs of the banking transactions, as well as pay a fee of 1 BGN for the service. 
  3. A revalidated ticket shall not be subject to cancellation. 
  4. A return ticket is considered a whole unit. If the first direction of the ticket has been used, the second can only be revalidated according to the Revalidation Terms. 
  5. In case of travel refusal, the amount for a ticket purchased online shall be reimbursed by bank transfer in accordance with the Terms of Travel Refusal and Cancellation.

***RADINA VIP***

Customers who have purchased tickets on the Website for a bus travel shall have the right to: 

  1. To change the date and the time of travel - only and in case of any free seats for the desired new date and time. The change can take place online from the user profile, by e-mail on support@busexpress.bg or in the offices of the coach carrier but not later than 24 hours prior to departure from the station. For this purpose, the Customer must provide the number of the electronic ticket. For revalidation requests by e-mail outside of our office hours, it will be assumed that the ticket will be revalidated at 08:00 AM on the next business day under the following conditions:
    1. In case of revalidation, the Customer pays no penalty.
    2. Revalidation is allowed only once for a ticket.
  2. To cancel the trip online via the Website, by e-mail on support@busexpress.bg or in the offices of the coach carrier. For cancellation requests by e-mail outside of our office hours, it will be assumed that the ticket is cancelled at 08:00 AM on the next business day under the following conditions: 
    1. For cancellation up to 72 hours before departure from the station - the Customer pays a penalty to the amount of 10% of the value of the ticket. 
    2. For cancellation from 72 to 24 hours before departure from the bus station - the Customer pays a penalty to the amount of 50% of the value of the ticket. 
    3. For cancellation for less than 24 hours before departure from the station - the Customer pays a penalty to the amount of 100% of the value of the ticket. 
    4. After the departure from the bus stop - the ticket shall be deemed used and the amount spent by the Customer shall not be reimbursed. 
    5. In any case, the Customer shall bear all costs of the banking transactions, as well as pay a fee of 1 BGN for the service. 
  3. A revalidated ticket shall not be subject to cancellation. 
  4. A return ticket is considered a whole unit. If the first direction of the ticket has been used, the second can only be revalidated according to the Revalidation Terms. 
  5. In case of travel refusal, the amount for a ticket purchased online shall be reimbursed by bank transfer in accordance with the Terms of Travel Refusal and Cancellation.

***ILIAS TRAVEL***

Customers who have purchased tickets on the Website for a bus travel shall have the right to: 

  1. To change the date and the time of travel - only and in case of any free seats for the desired new date and time. The change can take place online from the user profile, by e-mail on support@busexpress.bg or in the offices of the coach carrier but not later than 24 hours prior to departure from the station. For this purpose, the Customer must provide the number of the electronic ticket. For revalidation requests by e-mail outside of our office hours, it will be assumed that the ticket will be revalidated at 08:00 AM on the next business day under the following conditions:
    1. In case of revalidation, the Customer pays no penalty.
    2. Revalidation is allowed only once for a ticket.
  2. To cancel the trip online via the Website, by e-mail on support@busexpress.bg or in the offices of the coach carrier. For cancellation requests by e-mail outside of our office hours, it will be assumed that the ticket is cancelled at 08:00 AM on the next business day under the following conditions: 
    1. For cancellation up to 24 hours before departure from the station - the Customer pays a penalty to the amount of 50% of the value of the ticket. 
    2. For cancellation for less than 24 hours before departure from the station - the Customer pays a penalty to the amount of 100% of the value of the ticket. 
    3. After the departure from the bus stop - the ticket shall be deemed used and the amount spent by the Customer shall not be reimbursed. 
    4. In any case, the Customer shall bear all costs of the banking transactions, as well as pay a fee of 1 BGN for the service. 
  3. A revalidated ticket shall not be subject to cancellation. 
  4. A return ticket is considered a whole unit. If the first direction of the ticket has been used, the second can only be revalidated according to the Revalidation Terms. 
  5. In case of travel refusal, the amount for a ticket purchased online shall be reimbursed by bank transfer in accordance with the Terms of Travel Refusal and Cancellation.

***MAXI TOUR VARNA / ALBA-SERVICES***

Customers who have purchased tickets on the Website for a bus travel shall have the right to: 

  1. To change the date and the time of travel - only and in case of any free seats for the desired new date and time. The change can take place online from the user profile, by e-mail on support@busexpress.bg or in the offices of the coach carrier but not later than 24 hours prior to departure from the station. For this purpose, the Customer must provide the number of the electronic ticket. For revalidation requests by e-mail outside of our office hours, it will be assumed that the ticket will be revalidated at 08:00 AM on the next business day under the following conditions:
    1. In case of revalidation, the Customer pays a penalty to the amount of 10% of the value of the ticket. 
    2. Revalidation is allowed only once for a ticket.
  2. To cancel the trip online via the Website, by e-mail on support@busexpress.bg or in the offices of the coach carrier. For cancellation requests by e-mail outside of our office hours, it will be assumed that the ticket is cancelled at 08:00 AM on the next business day under the following conditions: 
    1. For cancellation up to 72 hours before departure from the station - the Customer pays a penalty to the amount of 15% of the value of the ticket. 
    2. For cancellation from 72 to 48 hours before departure from the bus station - the Customer pays a penalty to the amount of 20% of the value of the ticket. 
    3. For cancellation from 48 to 24 hours before departure from the bus station - the Customer pays a penalty to the amount of 50% of the value of the ticket. 
    4. For cancellation for less than 24 hours before departure from the station - the Customer pays a penalty to the amount of 100% of the value of the ticket. 
    5. After the departure from the bus stop - the ticket shall be deemed used and the amount spent by the Customer shall not be reimbursed. 
    6. In any case, the Customer shall bear all costs of the banking transactions, as well as pay a fee of 1 BGN for the service. 
  3. A revalidated ticket shall not be subject to cancellation. 
  4. A return ticket is considered a whole unit. If the first direction of the ticket has been used, the second can only be revalidated according to the Revalidation Terms. 
  5. In case of travel refusal, the amount for a ticket purchased online shall be reimbursed by bank transfer in accordance with the Terms of Travel Refusal and Cancellation.

***OMEGA GROUP 84***

Customers who have purchased tickets on the Website for a bus travel shall have the right to: 

  1. To change the date and the time of travel - only and in case of any free seats for the desired new date and time. The change can take place online from the user profile, by e-mail on support@busexpress.bg or in the offices of the coach carrier but not later than 24 hours prior to departure from the station. For this purpose, the Customer must provide the number of the electronic ticket. For revalidation requests by e-mail outside of our office hours, it will be assumed that the ticket will be revalidated at 08:00 AM on the next business day under the following conditions:
    1. In case of revalidation, the Customer pays no penalty. 
    2. Revalidation is allowed only once for a ticket.
  2. To cancel the trip online via the Website, by e-mail on support@busexpress.bg or in the offices of the coach carrier. For cancellation requests by e-mail outside of our office hours, it will be assumed that the ticket is cancelled at 08:00 AM on the next business day under the following conditions: 
    1. For cancellation up to 72 hours before departure from the station - the Customer pays a penalty to the amount of 10% of the value of the ticket. 
    2. For cancellation from 72 to 24 hours before departure from the bus station - the Customer pays a penalty to the amount of 50% of the value of the ticket. 
    3. For cancellation for less than 24 hours before departure from the station - the Customer pays a penalty to the amount of 100% of the value of the ticket. 
    4. After the departure from the bus stop - the ticket shall be deemed used and the amount spent by the Customer shall not be reimbursed. 
    5. In any case, the Customer shall bear all costs of the banking transactions, as well as pay a fee of 1 BGN for the service. 
  3. A revalidated ticket shall not be subject to cancellation. 
  4. A return ticket is considered a whole unit. If the first direction of the ticket has been used, the second can only be revalidated according to the Revalidation Terms. 
  5. In case of travel refusal, the amount for a ticket purchased online shall be reimbursed by bank transfer in accordance with the Terms of Travel Refusal and Cancellation.

***TRANS 6***

Customers who have purchased tickets on the Website for a bus travel shall have the right to: 

  1. To change the date and the time of travel - only and in case of any free seats for the desired new date and time. The change can take place online from the user profile, by e-mail on support@busexpress.bg or in the offices of the coach carrier but not later than 24 hours prior to departure from the station. For this purpose, the Customer must provide the number of the electronic ticket. For revalidation requests by e-mail outside of our office hours, it will be assumed that the ticket will be revalidated at 08:00 AM on the next business day under the following conditions:
    1. In case of revalidation, the Customer pays no penalty.
    2. Revalidation is allowed only once for a ticket.
  2. To cancel the trip online via the Website, by e-mail on support@busexpress.bg or in the offices of the coach carrier. For cancellation requests by e-mail outside of our office hours, it will be assumed that the ticket is cancelled at 08:00 AM on the next business day under the following conditions: 
    1. For cancellation up to 6 hours before departure from the station - the Customer pays a penalty to the amount of 10% of the value of the ticket. 
    2. For cancellation for less than 6 hours before departure from the station - the Customer pays a penalty to the amount of 30% of the value of the ticket. 
    3. After the departure from the bus stop - the ticket shall be deemed used and the amount spent by the Customer shall not be reimbursed. 
    4. In any case, the Customer shall bear all costs of the banking transactions, as well as pay a fee of 1 BGN for the service. 
  3. A revalidated ticket shall not be subject to cancellation. 
  4. A return ticket is considered a whole unit. If the first direction of the ticket has been used, the second can only be revalidated according to the Revalidation Terms. 
  5. In case of travel refusal, the amount for a ticket purchased online shall be reimbursed by bank transfer in accordance with the Terms of Travel Refusal and Cancellation.

***STRUMA 11 / SKAPTOPARA 5***

Customers who have purchased tickets on the Website for a bus travel shall have the right to: 

  1. To change the date and the time of travel - only and in case of any free seats for the desired new date and time. The change can take place online from the user profile or by e-mail on support@busexpress.bg but not later than 24 hours prior to departure from the station. For this purpose, the Customer must provide the number of the electronic ticket. For revalidation requests by e-mail outside of our office hours, it will be assumed that the ticket will be revalidated at 08:00 AM on the next business day under the following conditions:
    1. In case of revalidation, the Customer pays no penalty.
    2. Revalidation is allowed only once for a ticket.
  2. To cancel the trip online via the Website or by e-mail on support@busexpress.bg. For cancellation requests by e-mail outside of our office hours, it will be assumed that the ticket is cancelled at 08:00 AM on the next business day under the following conditions: 
    1. For cancellation up to 24 hours before departure from the station - the Customer pays a penalty to the amount of 10% of the value of the ticket. 
    2. For cancellation from 24 to 12 hours before departure from the station - the Customer pays a penalty to the amount of 30% of the value of the ticket. 
    3. For cancellation from 12 to 1 hour before departure from the bus station - the Customer pays a penalty to the amount of 50% of the value of the ticket. 
    4. For cancellation for less than 1 hour before departure from the station - the Customer pays a penalty to the amount of 100% of the value of the ticket. 
    5. After the departure from the bus stop - the ticket shall be deemed used and the amount spent by the Customer shall not be reimbursed. 
    6. In any case, the Customer shall bear all costs of the banking transactions, as well as pay a fee of 1 BGN for the service. 
  3. A revalidated ticket shall not be subject to cancellation. 
  4. A return ticket is considered a whole unit. If the first direction of the ticket has been used, the second can only be revalidated according to the Revalidation Terms. 
  5. In case of travel refusal, the amount for a ticket purchased online shall be reimbursed by bank transfer in accordance with the Terms of Travel Refusal and Cancellation.

***VITOSHA-EXPRESS***

Customers who have purchased tickets on the Website for a bus travel shall have the right to: 

  1. To change the date and the time of travel - only and in case of any free seats for the desired new date and time. The change can take place online from the user profile, by e-mail on support@busexpress.bg or in the offices of the coach carrier but not later than 24 hours prior to departure from the station. For this purpose, the Customer must provide the number of the electronic ticket. For revalidation requests by e-mail outside of our office hours, it will be assumed that the ticket will be revalidated at 08:00 AM on the next business day under the following conditions:
    1. In case of revalidation, the Customer pays no penalty.
    2. Revalidation is allowed only once for a ticket.
  2. To cancel the trip online via the Website, by e-mail on support@busexpress.bg or in the offices of the coach carrier. For cancellation requests by e-mail outside of our office hours, it will be assumed that the ticket is cancelled at 08:00 AM on the next business day under the following conditions: 
    1. For cancellation up to 72 hours before departure from the station - the Customer pays a penalty to the amount of 10% of the value of the ticket. 
    2. For cancellation from 72 to 24 hours before departure from the station - the Customer pays a penalty to the amount of 50% of the value of the ticket. 
    3. For cancellation for less than 24 hours before departure from the station - the Customer pays a penalty to the amount of 100% of the value of the ticket. 
    4. After the departure from the bus stop - the ticket shall be deemed used and the amount spent by the Customer shall not be reimbursed. 
    5. In any case, the Customer shall bear all costs of the banking transactions, as well as pay a fee of 1 BGN for the service. 
  3. A revalidated ticket shall not be subject to cancellation. 
  4. A return ticket is considered a whole unit. If the first direction of the ticket has been used, the second can only be revalidated according to the Revalidation Terms. 
  5. In case of travel refusal, the amount for a ticket purchased online shall be reimbursed by bank transfer in accordance with the Terms of Travel Refusal and Cancellation.

***BIOMET***

Customers who have purchased tickets on the Website for a bus travel shall have the right to: 

  1. To change the date and the time of travel - only and in case of any free seats for the desired new date and time. The change can take place online from the user profile, by e-mail on support@busexpress.bg or in the offices of the coach carrier but not later than 24 hours prior to departure from the station. For this purpose, the Customer must provide the number of the electronic ticket. For revalidation requests by e-mail outside of our office hours, it will be assumed that the ticket will be revalidated at 08:00 AM on the next business day under the following conditions:
    1. In case of revalidation, the Customer pays no penalty.
    2. Revalidation is allowed only once for a ticket.
  2. To cancel the trip online via the Website, by e-mail on support@busexpress.bg or in the offices of the coach carrier. For cancellation requests by e-mail outside of our office hours, it will be assumed that the ticket is cancelled at 08:00 AM on the next business day under the following conditions: 
    1. For cancellation up to 72 hours before departure from the bus stop - the Customer pays a penalty to the amount of 10% of the value of the ticket. 
    2. For cancellation from 72 to 24 hours before departure from the station - the Customer pays a penalty to the amount of 50% of the value of the ticket. 
    3. For cancellation for less than 24 hours before departure from the station - the Customer pays a penalty to the amount of 100% of the value of the ticket. 
    4. After the departure from the bus stop - the ticket shall be deemed used and the amount spent by the Customer shall not be reimbursed. 
    5. In any case, the Customer shall bear all costs of the banking transactions, as well as pay a fee of 1 BGN for the service. 
  3. A revalidated ticket shall not be subject to cancellation. 
  4. A return ticket is considered a whole unit. If the first direction of the ticket has been used, the second can only be revalidated according to the Revalidation Terms. 
  5. In case of travel refusal, the amount for a ticket purchased online shall be reimbursed by bank transfer in accordance with the Terms of Travel Refusal and Cancellation.

***TRANS 5, MATPU, M-BUS***

Customers who have purchased tickets on the Website for a bus travel shall have the right to: 

  1. To change the date and the time of travel - only and in case of any free seats for the desired new date and time. The change can take place online from the user profile, by e-mail on support@busexpress.bg or in the offices of the coach carrier but not later than 24 hours prior to departure from the station. For this purpose, the Customer must provide the number of the electronic ticket. For revalidation requests by e-mail outside of our office hours, it will be assumed that the ticket will be revalidated at 08:00 AM on the next business day under the following conditions:
    1. In case of revalidation, the Customer pays no penalty.
    2. Revalidation is allowed only once for a ticket.
  2. To cancel the trip online via the Website, by e-mail on support@busexpress.bg or in the offices of the coach carrier. For cancellation requests by e-mail outside of our office hours, it will be assumed that the ticket is cancelled at 08:00 AM on the next business day under the following conditions: 
    1. For cancellation up to 24 hours before departure from the bus stop - the Customer pays a penalty to the amount of 10% of the value of the ticket. 
    2. For cancellation for less than 24 hours before departure from the station - the Customer pays a penalty to the amount of 70% of the value of the ticket. 
    3. After the departure from the bus stop - the ticket shall be deemed used and the amount spent by the Customer shall not be reimbursed. 
    4. In any case, the Customer shall bear all costs of the banking transactions, as well as pay a fee of 1 BGN for the service. 
  3. A revalidated ticket shall not be subject to cancellation. 
  4. A return ticket is considered a whole unit. If the first direction of the ticket has been used, the second can only be revalidated according to the Revalidation Terms. 
  5. In case of travel refusal, the amount for a ticket purchased online shall be reimbursed by bank transfer in accordance with the Terms of Travel Refusal and Cancellation.
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We know that sometimes unforeseen situations may occur. Because of that we give you the opportunity quickly and easily to cancel or revalidate your ticket.

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