Refund Policy

Refund for failed transaction.

1. Busbora does not hold or retain customer funds and is not responsible for processing or reversing refunds. Instead, we submit refund request to various payment service providers (Vodacom Mpesa, Mixx by Yas, Airtel Money, Halopesa, T-pesa or Banks)  which are responsible for handling and processing all refund transactions upon receiving notification from Busbora or payment gateway partner.
2. If the refund is approved, the payment service provider (M-pesa, Mix By Yas, Airtel money, Halopesa, T-pesa or Banks) will process the refund accordingly and may  take up to 14 days to be reflected in your Mobile money wallet or account, subject to the policies and procedures of the respective selected payment method.

Refund for successful transaction (ticket purchased).

1. In any circumstance, refunds for a successful ticket purchased will be processed by a bus operator in accordance with The Transport Licensing Act (Cap. 317) Regulations, from Land Transport Authority(LATRA)
2. No refund will be granted in the event of passenger absence, failure to show up, or for any services that remain unused or partially utilized.

1. No refund will be granted for late cancellation, less than twelve hours before departure time.

The Transport Licensing Act (Cap. 317) Regulations. Transport Licensing (Public Service Vehicles) GN. NO. 76 (Contd.) says;

Issuance of ticket
32.-(3) Where a passenger cancels a booking, twenty four hours or more prior to the departure time, the licensee shall immediately refund the full fare paid to the passenger.

(4) Where the cancellation is made in less than twenty four hours, but more than twelve hours prior to departure time, a passenger shall be entitled to-

(a) A chance to change date of travel; or

(b) A refund of not less than eighty five per centum of the paid fare.

(5) Notwithstanding, sub regulations (3) and (4),

The licensee shall have the right to deduct the amount of money from the fare equivalent to the charges incurred during the transaction.

Obligation to provide transport

35.-(1) A licensee who has issued a ticket to a passenger, shall provide transport services in accordance with terms and conditions of licence and timetable approved by the Authority.

(2) Where the licensee fails to provide inter-city or inter-national transport services to passenger-

(a) Within one hour from the specified time of departure, the licensee shall refund to the passenger full fare unless the passenger voluntarily agrees to wait for the licensee to provide alternative transport; or
(b) Within two hours while en route due to mechanical breakdown, the licensee shall-
(i) Provide alternative transport; or
(ii) Let passengers to look for alternative transport and within seven days refund fare equivalent to the remaining distance ; or
(iii) Provide food and accommodation, if the passenger voluntarily agrees to wait for the vehicle to be fixed and thereafter proceed with the journey.
(3) Subject to subregulation (2)(b)(ii), failure to make refund with a specified period of time may provide right for claiming full  fare.