At Green Bus, we prioritize our customers. We aim to provide a smooth and transparent booking experience for all our users. Please read the following Booking & Cancellation Policy to understand the process for booking a ticket, cancelling tickets, and related conditions.
When booking a ticket through the Green Bus app or website, you agree to the terms and conditions of the bus service provider, including their policies on travel dates, routes, and cancellations. Booking a ticket through Green Bus constitutes a contract between you and the bus provider.
Seat availability, schedules and fares are set by the bus provider and are not guaranteed until your booking is confirmed and paid in full. You must provide accurate contact details so that we and the bus provider can send booking, cancellation and travel notifications, and you are responsible for monitoring those channels.
You are responsible for the accuracy of all booking and passenger information. Where the identity details you provide do not match the passenger's valid identity document, the bus provider may refuse boarding, in which case the ticket is treated as a no-show and no refund is due; you shall bear any resulting costs and indemnify Green Bus in accordance with the Terms & Conditions. Green Bus may decline, suspend, cancel or reverse any booking, and withhold any refund, where it reasonably suspects fraud, unauthorised payment, or abusive or speculative use of the booking or the free-cancellation facility.
You can cancel your ticket yourself - in the Green Bus app or on book.greenbus.sa - up to the trip's cancellation cutoff. Every departure shows its cancellation cutoff before you pay, and the cancellation terms shown at booking are the binding fare rules for that ticket. Cancellation applies to the whole booking: all passengers on a booking are cancelled together, and individual passengers on a multi-passenger booking cannot be cancelled separately.
Refunds will never exceed the ticket price paid.
Cancellation cut-offs are set by the bus provider and vary by departure. Refunds are made to your original payment method, and no cancellation fee applies before the cutoff.
In the event, that the bus provider cancels the scheduled service due to unforeseen circumstances (e.g., technical issues, weather conditions), you will be entitled to:
The cancellation itself is solely the responsibility of the bus provider, and Green Bus is not responsible for it or its consequences in any case. Green Bus's liability is limited to refunding the amount paid. We will not be responsible for any additional costs, damages, or inconvenience incurred due to the cancellation. Any claims beyond the refund, such as for accommodation, missed connections, or other related expenses, must be directed to the bus provider.
Refunds under this section equal the full amount paid and are issued immediately and without deduction, as the Ministry of Tourism's regulations require, and in line with applicable Transport General Authority regulations; Green Bus recovers them from the bus provider. The refund of the ticket price is Green Bus's entire liability in respect of a cancelled service. Nothing in this Policy limits any right you may have against the bus provider under applicable Transport General Authority regulations, including any right to compensation for the cancellation or significant delay of an intercity service; such statutory compensation is the responsibility of the bus provider, while Green Bus's own liability is limited to refunding the amount paid.
In the rare event that the bus provider overbooks their seats and you are unable to travel because no seat is available, Green Bus will assist you in one of the following ways:
Overbooking is solely the responsibility of the bus provider, and Green Bus is not responsible for overbooking or its consequences in any case. Any amount recoverable through Green Bus is strictly limited to the ticket price paid, and we are not responsible for any additional costs, inconvenience, or damages arising from the overbooking.
Refunds for overbooking are issued immediately on the same basis and equal the amount paid. If you are denied boarding because of overbooking, the bus provider is responsible for assisting you onto the next available service and for any compensation due under Transport General Authority regulations; Green Bus's role is limited to facilitating rebooking or refunding the amount paid.
If you fail to show up at the designated time or location for your bus, no refund will be provided. It is your responsibility to ensure timely arrival for your journey. Please make sure you verify the time and location details before your travel date. You are treated as a no-show if you fail to board by the provider's boarding deadline, even if you arrive at the station before departure. Missed onward connections resulting from a no-show are your responsibility. No refund is due for a no-show, subject to your statutory rights and the fare rules shown at booking.
Bookings cannot be modified. To change your date, time or route, cancel your ticket before its cancellation cutoff (free, with an automatic refund) and book the trip you want instead. After the cutoff, a ticket can no longer be changed, and it can be cancelled only where the trip showed a partial refund at booking, until the time shown.
Where a government authority restricts travel to a destination for a period - for example, entry to Makkah during the Hajj season requires a permit - bookings affected by the restriction may be cancelled, including after purchase, and the full fare paid is refunded automatically to your original payment method. Obtaining any permit required for your journey remains your responsibility, and boarding may be refused without it. In addition, under the laws of the Kingdom of Saudi Arabia, entry to the holy city of Makkah is restricted to Muslims at all times, and travellers are responsible for complying with this restriction. Where a competent authority suspends or restricts a service or route (for example during the Hajj or Umrah seasons, or for public-health, security or weather reasons), affected bookings may be cancelled and the fare refunded. You remain responsible for holding any permit or authorisation your journey requires and for complying with all governmental directives; boarding may be refused without the required documentation, and no refund will be due in that case.
Green Bus offers its platform in multiple languages to cater to a diverse user base. While we strive for accuracy in our translations, in the event of any discrepancy or inconsistency between the translated versions of these policies and the English version, the English version shall prevail. By using the Service, you acknowledge and agree to this.
For any questions or concerns regarding your booking or cancellation, please reach out to our customer support team:
GREEN BUS