REFUND POLICY

1. SCOPE AND APPLICATION

1. This Policy applies to all ticket purchases made through the BusLink platform, including via the web application, mobile application, or any authorised BusLink agent channel.
2. Refund rights under this Policy are subject to the applicable provisions of the Consumer Protection Act (Botswana), which shall prevail in the event of conflict with any provision herein.
3. This Policy applies to passenger-initiated cancellations. In the instance a trip is cancelled by the operator, the provisions of Section 6 of this Policy apply.

2. PASSENGER-INITIATED CANCELLATIONS

1. Refund tiers

   The following refund tiers apply based on the time of the cancellation request relative to the scheduled departure time:

   1. The BusLink service fee is non-refundable in the instance of a refund.
   2. In the instance a refund is requested with more than 24 hours to departure time, the Passenger is eligible for full compensation of the ticket price.
   3. In the instance the refund is requested 12 to 24 hours of the Departure time, the Passenger is eligible for 80 % of the ticket price.
   4. In the instance the Passenger requests a refund less then 12 hours from the departure time, the Passenger is not eligible for a refund. Rebooking may be available at the discretion of the Operator.
2. The BusLink platform service fee charged at the time of booking is non-refundable in all circumstances, except where a trip is cancelled by the operator in accordance with Section 6 of this Policy.
3. Where no refund is available under the tiers above, the passenger may request to rebook for a later departure on the same route within thirty (30) days of the original booking date, subject to seat availability and operator approval. No additional booking fee will be charged for an approved rebooking.

3. REFUND REQUEST PROCESS

1. Refund requests must be submitted through the BusLink platform via the passenger’s account, or through BusLink’s official support channels (email or WhatsApp as published on the platform).
2. Each refund request must include: (a) the booking reference number; (b) the passenger’s registered name and contact details; (c) the scheduled route and departure date; and (d) the reason for cancellation.
3. Requests must be submitted within the eligible time window set out in Section 2. Requests submitted after the applicable deadline will not be processed.
4. BusLink reserves the right to request additional verification or documentation before processing a refund, and to decline requests that cannot be verified or that appear to involve fraudulent or abusive conduct.

4. REFUND METHOD AND PROCESSING TIME

1. Approved refunds will be returned to the original payment method used at the time of booking, including mobile money wallets (such as Orange Money), Visa, or Mastercard, as applicable.
2. In the instance the original payment method is not technically possible, BusLink may, at its discretion, offer an alternative method, including transfer to a verified mobile money account designated by the passenger.
3. Refunds will be processed within three (3) to seven (7) business days of approval, subject to the processing timelines of the applicable payment provider or banking institution. BusLink is not liable for delays caused by third-party payment processors or mobile money operators beyond BusLink’s control.
4. Refunds will only be issued to the original payer. BusLink will not process refunds to third-party accounts except in the circumstances described in clause 4.2 above, and subject to identity verification.

5. NON-REFUNDABLE CIRCUMSTANCES

Refunds will not be issued in the following circumstances:

1. Requests submitted within twelve (12) hours of the scheduled departure time.
2. Trips missed due to the passengers’ late arrival, failure to board, or non-attendance at the departure point.
3. Bookings made with incorrect details provided by the passenger, including incorrect route, date, or passenger name, where the error was not reported to BusLink prior to departure.
4. Requests submitted through unauthorised channels or without the required booking reference.
5. Refund requests that BusLink reasonably determines to be fraudulent, abusive, or submitted in bad faith.

6. OPERATOR-CANCELLED TRIPS

1. Where a trip is cancelled by the operator, the affected passenger is entitled to a full refund of the ticket price, including any BusLink service fee paid.
2. BusLink will notify affected passengers via SMS or in-app notification as soon as reasonably possible upon being informed of an operator cancellation.
3. BusLink’s obligation in respect of operator cancellations is limited to facilitating the refund process. The financial liability for the refunded amount rests with the operator, and BusLink reserves the right to recover such amounts from the operator’s pending settlement balance in accordance with the Operator Agreement.
4. Operator cancellations caused by force majeure events (including natural disasters, government action, or road closures) will be treated on a case-by-case basis. BusLink will use reasonable efforts to secure a full or partial refund for affected passengers in such circumstances.

7. LIMITATION OF LIABILITY

1. BusLink’s maximum liability to a passenger in connection with any refund claim shall not exceed the total amount paid for the specific booking giving rise to the claim.
2. BusLink is not liable for any indirect, consequential, or economic loss arising from a cancelled booking, missed trip, or delayed refund.
3. Nothing in this section limits any rights afforded to consumers under the Consumer Protection Act (Botswana).

8. AMENDMENTS

1. BusLink reserves the right to amend this Policy at any time. The updated Policy will be published on the platform with a revised effective date.
2. Continued use of the platform following publication of an amended Policy constitutes acceptance of the updated terms. For material changes affecting passenger refund rights, BusLink will provide advance notice via SMS or in-app notification where practicable.

9. CONTACT

For refund enquiries or support, passengers may contact BusLink through the following channels:
Email: buslinkbw@gmail.com
WhatsApp: +267 75 244 248