Ticket Refund Policy on LikeBus.ua

1. General Conditions for Ticket Refunds

1.1. Refund Percentage Depending on Time Before Departure

• More than 72 hours before departure – 90% of the ticket price is refunded.
• From 72 to 24 hours – 70% is refunded.
• From 24 to 12 hours – 50% is refunded.
• Less than 12 hours – no refund is provided.

1.2. How to Submit a Refund Request

Via Personal Account:

1. Log in to your account on LikeBus.ua.
2. Call customer support: +380983438282 or +380500828282.
3. Provide the operator with:
   • Your full name
   • Booking number
   • Trip date and time
   • Reason for cancellation
4. Wait for information about the possibility of a refund according to the carrier’s policy.

Via Email:

1. Prepare the following information:
   • Full name
   • Booking number
   • Trip date and time
   • Reason for cancellation
   • Your contact details
2. Create an email with the subject "Ticket Cancellation Request".
3. Send it to: [email protected]
4. Wait for a response and further instructions within 14 business days.

2. Refunds in Case of Trip Cancellation or Passenger-Initiated Refund

2.1. If the trip is canceled by the carrier:

• 100% of the ticket price is refunded using the same payment method.
• An alternative trip may be offered.
• Cancellation information is sent via phone (call, SMS, Viber) or email provided during booking.

2.2. Refund on Passenger’s Initiative:

The refund is calculated using the formula:

 RA = TP – (TP × %AC) – (TP × %CR) 

Where:

• RA – refund amount
• TP – ticket price
• %AC – agent commission percentage
• %CR – carrier retention percentage:
  • More than 72 hours – 10%
  • 24–72 hours – 30%
  • 12–24 hours – 50%
  • Less than 12 hours – 100% (no refund)

Requests can be submitted via personal account or by email to [email protected]. Refunds are processed within 14 business days.

3. Partial Refunds

• If the passenger did not use part of the route, they may request compensation.
• Describe the situation and the unused part of the route.
• Send the request with the booking number to [email protected].
• The company will review the request and inform about the decision.

4. Ticket Rescheduling

• Rescheduling is possible only once.
• No refund is provided for rescheduled tickets.

5. Refunds for Additional Services (e.g., Baggage)

Refund conditions for baggage:

• More than 72 hours – 90%
• 72–24 hours – 70%
• 24–12 hours – 50%
• Less than 12 hours – no refund

How to submit a request:

• Check the conditions in your ticket or on the website.
• Contact customer support (phone or email).
• Submit a request with ticket and additional service details.

6. Refunds for Tickets Purchased Through Agents

All refund claims must be resolved directly with the agent through whom the ticket was purchased.

7. Cases When Refunds Are Not Provided

• If less than 12 hours remain before departure.
• If the passenger:
  • is intoxicated
  • behaves in a dangerous or aggressive manner
  • disrupts public order
• If the passenger is removed from the trip due to contract violation.
• If the passenger has excessive baggage and refuses to travel.
• If the passenger is detained during border or customs control – the contract is considered fulfilled.

8. Contact Information

Hotline:

• +380983438282
• +380500828282

Emails for inquiries:

• [email protected]
• [email protected]

Online chat:

• LikeBus Viber chat