Refund Policy.

At Green Bus, we place our customers at the forefront of everything we do. We strive to ensure a seamless and convenient travel experience. While we aim to provide excellent service, we understand that situations may arise where you need a refund. Please review our Refund Policy for details on how we handle refunds for bus ticket purchases made through our app or website.

1. Eligibility for Refunds

Refunds are available in the following circumstances:

• Ticket Cancellation by You: Cancel before your trip's cancellation cutoff - shown on every departure before you pay - and the full fare is refunded automatically to your original payment method. After the cutoff, only the partial refund shown for that trip at booking applies, if the bus provider offers one; otherwise the ticket is non-refundable.
• Ticket Issues: If you experience a technical issue or error on our platform that prevents you from receiving or accessing your ticket, we will provide a refund if the issue cannot be resolved.
• Booking Errors: If a mistake is made by us in the booking process (e.g., wrong bus route or departure time), you are eligible for a refund, provided the issue is reported within 24 hours of booking.
• Overbooking by Bus Provider: In the event that the bus provider overbooks their seats and you are unable to travel due to no available seat, you are entitled to an equivalent alternative seat at no extra cost or, at your choice or if none is available, an immediate refund of the full amount paid without deduction (funded by the bus provider). Overbooking is solely the responsibility of the bus provider, and Green Bus is not responsible for it in any case; the maximum amount recoverable through Green Bus is strictly limited to the ticket price paid. We will help you get a seat on the next available bus or arrange your refund, as you choose, but we are not responsible for any additional costs, inconvenience, or damages arising from the overbooking.

Charging Errors and Service Failures: Refunds are also available where you have been charged in error, charged more than once for the same booking, or where the bus provider fails to supply the service and does not offer an acceptable alternative. Where the bus provider fails to supply the service, the full amount paid is refunded immediately and without deduction. Any currency conversion applied by your card issuer is outside Green Bus's control and does not form part of the refunded amount.

2. Non-Refundable Circumstances

The following situations are not eligible for a refund:

• After the Cancellation Cutoff: Tickets cancelled after the trip's cancellation cutoff (other than any partial refund shown for that trip at booking), and tickets for departures that have already passed, are non-refundable.
• Missed Buses: If you miss your bus or fail to show up at the designated time and location, no refund will be provided.
• Change of Travel Plans: Bookings cannot be modified. To travel at a different time or on a different route, cancel before the cutoff (free) and rebook; after the cutoff, only the partial refund shown for that trip at booking, if any, is available. Non-refundable fares clearly identified as such at booking, and tickets that have been partly used, are not refundable, except where a refund is required by applicable law or the Transport General Authority regulations.

3. How Refunds Work

Cancellations need no request. When you cancel before the cutoff, the refund is triggered automatically and returns to your original payment method, typically within 5–14 days depending on your bank.

For platform issues, booking errors or anything else, contact our support team at contact@greenbus.sa with:

• Ticket booking reference number
• Name of the traveller
• Date of travel
• A short description of the issue

We receive requests at any time - outside working hours you receive an automatic acknowledgement - and we normally reply in full within three (3) Working Days and process approved refunds to your original payment method. In our policies, "Working Days" means Sunday to Thursday in Saudi Arabia, excluding public holidays. Where only part of a booking is affected, a proportionate refund of the affected fares is made. If you have not received an approved refund within the expected period, contact us and we will trace it with the bus provider and payment provider. Approved refunds are made in Saudi Riyals to your original payment method.

4. Refund Method

Refunds are issued to the original payment method used during the booking, except as set out below for cash sales and Green Points. Depending on your bank or payment provider, it may take a few working days for the funds to appear in your account. If your original payment method is closed or expired, contact us so that an alternative refund method can be arranged in accordance with the payment provider's rules. Refunds are made in the original currency of the transaction.

Bookings paid in cash to a sales agent: you paid the agent, not Green Bus, so the refund is returned to the sales agent who sold the ticket, and the agent is responsible for paying it back to you in cash. Green Bus is not responsible for repaying you if the agent does not. If you have not received it, tell us at contact@greenbus.sa quoting your booking reference, and we will follow it up with the agent.

Green Points: any part of a fare paid with Green Points is returned to your Green Points balance rather than to your card, and points earned on a refunded booking are removed - see the Green Points section of our Terms & Conditions.

As a licensed ticketing intermediary (Transport General Authority Licence No. 28/00000147; Ministry of Tourism Licence No. 73219837), Green Bus processes refunds on behalf of bus providers. Cancellation refunds due under the fare rules shown at booking, and refunds where the bus provider cancels a departure or a booked service cannot otherwise be provided, are issued immediately and automatically through the platform, without deduction; other approved refunds are issued once the corresponding amount is confirmed or returned by the relevant bus provider. In all cases, refunds are limited to the ticket price paid for the affected booking - this being Green Bus's maximum liability, without prejudice to any rights that cannot be excluded under applicable Saudi laws and Transport General Authority regulations. This Policy does not limit any statutory right you may have against the bus provider, including any right to compensation for a cancelled or significantly delayed intercity service under Transport General Authority regulations, which is the responsibility of the bus provider.

5. Chargebacks and Fraud

Where you raise a chargeback or payment dispute, Green Bus may withhold or set off any refund otherwise due to avoid duplicate payment, and may provide the relevant transaction records to the payment provider or the competent authorities. Green Bus may decline or reverse a refund where the booking is found to have been made fraudulently or in breach of the Terms & Conditions, save to the extent the matter results from Green Bus's own fault.

6. Contact Us

For any questions regarding our Refund Policy or to request a refund, please contact our customer support team:

• Email: contact@greenbus.sa
• WhatsApp (messages only): +966 59 629 4811
• Your bus company or package provider (problems on the day of travel): the phone number on your ticket
• Ministry of Tourism (complaints about tourism services): 930
• Transport General Authority (complaints about bus services): 19929