Cancellation and Refund Policy (El Borak)
1. Booking Cancellation and Refunds:
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24 Hours or More Before Departure: The customer is entitled to cancel the booking and receive a full refund of the ticket value (payment gateway transfer fees may be deducted, if applicable).
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Between 12 to 24 Hours Before Departure: A deduction of ( 25%) will be applied to the ticket value, and the remaining balance will be refunded.
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Less Than 12 Hours Before Departure: The ticket cannot be cancelled, and no refund will be issued.
2. Modifying Booking / Date Change (Replacement):
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The customer can modify the trip date or destination for free once, provided that the modification request is made at least (12 hours) before the original departure time, subject to seat availability on the new trip.
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If a trip with a higher fare is chosen, the customer shall pay the price difference. If the new fare is lower, the difference is non-refundable in cash but may be kept as a credit for future bookings.
3. Exceptional Cases and Trip Cancellations:
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In the event that a trip is cancelled by El Borak management due to emergency or force majeure circumstances, the customer is entitled to a full refund without any deductions, or a free reschedule to another trip.
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If the customer fails to show up by the bus departure time (No-Show), the ticket is considered completely void, and they will not be entitled to a refund or modification.
4. Refund Process and Timelines:
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Refunds will be processed through the same original payment method used during the booking (Visa/Mastercard, Electronic Wallets, etc.).
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Depending on your card issuer’s policy, the refunded amount may take 7 to 14 business days to reflect in your bank account.