Refund Policy

Effective Date: January 1, 2024

Last Updated: January 1, 2024

1. Overview

At Transito AE, we understand that travel plans can change. This Refund Policy outlines the conditions under which refunds are available for our bus transportation services.

2. Cancellation Timeframes

2.1 Regular Route Services

  • 24+ hours before departure: 100% refund minus processing fee (AED 10)
  • 12-24 hours before departure: 50% refund
  • Less than 12 hours before departure: No refund
  • No-show: No refund

2.2 Charter Services

  • 7+ days before service: 90% refund
  • 3-7 days before service: 50% refund
  • Less than 3 days before service: 25% refund
  • Same day cancellation: No refund

2.3 Airport Transfer Services

  • 6+ hours before pickup: 100% refund minus processing fee (AED 15)
  • 3-6 hours before pickup: 50% refund
  • Less than 3 hours before pickup: No refund

3. Service-Initiated Cancellations

3.1 Weather Conditions

If services are cancelled due to severe weather conditions that make travel unsafe:

  • Full refund provided
  • Alternative travel dates offered at no extra cost
  • Refund processed within 5-7 business days

3.2 Mechanical Issues

If services are cancelled due to vehicle breakdown or mechanical issues:

  • Full refund provided
  • Alternative transportation arranged when possible
  • Compensation for reasonable additional expenses (case-by-case basis)

3.3 Force Majeure

In cases of events beyond our control (natural disasters, government restrictions, etc.):

  • Full refund or service credit provided
  • Flexible rebooking options
  • No additional fees for changes

4. Refund Process

4.1 How to Request a Refund

  • Contact our customer service team at +971 4 123 4567
  • Email [email protected] with booking details
  • Visit our office during business hours
  • Provide booking confirmation number and valid identification

4.2 Processing Time

  • Cash payments: Refund available immediately at our office
  • Credit/Debit cards: 5-10 business days
  • Bank transfers: 3-5 business days
  • Digital wallets: 1-3 business days

5. Special Circumstances

5.1 Medical Emergencies

In case of medical emergencies requiring cancellation:

  • Full refund may be provided with valid medical documentation
  • Documentation must be from licensed medical professional
  • Request must be made within 48 hours of scheduled departure

5.2 Bereavement

In case of family bereavement:

  • Full refund provided with appropriate documentation
  • Death certificate or official documentation required
  • Relationship to deceased must be immediate family

5.3 Government Travel Restrictions

If travel is restricted by government authorities:

  • Full refund or credit provided
  • Flexible rebooking when restrictions are lifted
  • No expiration date on travel credits

6. Non-Refundable Fees

The following fees are non-refundable:

  • Booking processing fees
  • Third-party service charges
  • Payment gateway fees
  • Administrative charges for special requests

7. Partial Refunds

Partial refunds may be available in the following situations:

  • Significant delays (over 2 hours) - 25% refund
  • Route changes affecting travel time - case-by-case assessment
  • Service downgrades - difference in fare refunded

8. Travel Credits

Instead of refunds, passengers may choose travel credits:

  • Credits valid for 12 months from issue date
  • Can be used for any Transito AE service
  • Transferable to family members
  • No additional fees for using credits

9. Group Bookings

Special refund terms apply to group bookings (10+ passengers):

  • Custom refund terms negotiated at booking
  • Partial cancellations allowed
  • Minimum group size requirements may affect refund amounts

10. Dispute Resolution

If you disagree with a refund decision:

  • Contact our customer service manager
  • Provide additional documentation if available
  • Escalation to senior management if necessary
  • External mediation available as final option

11. Contact Information

For refund requests and questions:

  • Phone: +971 4 123 4567
  • Email: [email protected]
  • Office Hours: Sunday-Thursday: 8:00 AM - 6:00 PM
  • Address: Al Karama District, Dubai, United Arab Emirates

12. Policy Updates

This refund policy may be updated periodically. Changes will be posted on our website and communicated to customers with active bookings.

This Refund Policy is subject to UAE consumer protection laws and regulations.