Ticket Refund Policy on LikeBus.ua

1. General Ticket Refund Conditions

1.1. Refund Percentage Based on Time Before Departure

More than 72 hours before departure — 90% of the ticket price is refunded.
From 72 hours to 24 hours and 1 min. before departure — 50% of the ticket price is refunded.
From 24 hours to 12 hours and 1 min. before departure — 25% of the ticket price is refunded.
Less than 12 hours before departure — no refund is provided.

The specified percentages are calculated from the full ticket price. The prepayment (booking fee) amount paid during ticket purchase is excluded from the calculation and is non-refundable if the cancellation is initiated by the passenger. In the event of a trip cancellation by the carrier, the prepayment is fully refunded (see Section 2.1).

1.2. How to Submit a Refund Request

Via Personal Account:

Call Customer Support:

+380983438282 or +380500828282.
Provide the operator with:
- Your full name
- Booking number
- Date and time of the trip
- Reason for cancellation
Wait for information regarding refund options in accordance with the carrier's policy.

Via Email:

Prepare the following details:
- Full name
- Booking number
- Date and time of the trip
- Reason for cancellation
- Your contact information
Compose an email with the subject line "Ticket Cancellation Request".
Send it to: [email protected]
Wait for a response and further instructions within 14 working days.

2. Refunds in Case of Trip Cancellation or User-Initiated Cancellation

2.1. If the trip is canceled by the carrier:

100% of the actually paid amount, including the prepayment (booking fee), will be refunded using the same payment method as the purchase.
An alternative trip may be offered.
Cancellation notifications will be sent to the phone number (via call, SMS, or Viber) or email address 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 a passenger did not use a specific section of the route, they may submit a compensation claim.

Describe the situation and specify the section of the route that was not used.
Send the request along with the booking number to [email protected].
The company will review the application and notify you of the decision.

4. Ticket Rescheduling

Rescheduling is permitted only once.
No refunds will be issued for a rescheduled ticket.

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

Baggage Refund Conditions:

More than 72 hours — 90%
72–24 hours — 70%
24–12 hours — 50%
Less than 12 hours — Non-refundable

To submit a request:

Check the conditions on your ticket or the website.
Contact customer support (via phone or email).
Submit a request detailing the ticket and additional services.

6. Refunds for Tickets Purchased Through Agents

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

7. Non-Refundable Cases

If there are less than 12 hours left before departure.
If the passenger:
- is intoxicated
- behaves in a dangerous or aggressive manner
- disrupts public order
If the passenger is removed from the vehicle during the trip for violating the contract terms.
If the passenger has excess baggage and refuses the trip.
If the passenger is detained at border or customs control — the contract is considered fulfilled.
The prepayment (booking fee) paid during ticket purchase is non-refundable regardless of the time remaining before departure. The only exception is a trip cancellation initiated by the carrier, in which case the prepayment is fully refunded.

8. Contact Information

Hotline: +380983438282, +380500828282
Email Support: [email protected], [email protected]
Online Chat: LikeBus Viber Chat

Заказ билетов	+38 (098) 343-82-82
Support	+38 (050) 082-82-82

Hand luggage (HL)	1 units. The linear dimensions of the HL should not exceed 100 cm (height + width + length). Maximum weight - 5 kg. HL is located under the passenger seat or on the luggage rack. It is forbidden to place the HL in the aisle of the bus.
Standard luggage (СБМ)	1 units. The linear dimensions of the SBM should not exceed 160 cm (height + width + length), including wheels, pockets and handles. Maximum weight – 23 кг.
Baby carriage	1 units. For transportation of a child under 3 years old who is a passenger of this bus on the selected flight. Counts as 1 piece of baggage and is transported in the baggage compartment folded and with wheels securely packed (as packaging, you can use a case, plastic film or other dense material)
Wheelchair	1 units. For a passenger who is a person with a disability. Counts as 1 piece of baggage and is transported in the baggage compartment, folded and with wheels securely packed/ (case, plastic film and other dense material can be used as packaging).

Extra baggage (international flight):	Standard luggage (400.00 грн) Linear dimensions should not exceed 160 cm (height + width + length), including wheels, pockets and handles. Maximum weight - 23 kg. It is possible to purchase 1 additional piece of baggage per passenger
Animals (with provision of a separate seat) (100% of the cost of an adult ticket)	If you want to take an animal with you, it must be placed in a cage with a solid bottom, the linear dimensions of which will not exceed 110 cm. Familiarize yourself with the rules for crossing the state border for animals, the necessary certificates and documents are indicated there. You must have them when you board and on the way. Your animal should be placed by the window, your place is closer to the aisle. A full ticket is purchased per animal.
Bike (400.00 грн)	Bicycles are accepted folded and with securely packed wheels (you can use a cover, plastic wrap and other dense material as packaging).
Oversized (%)	Transportation of oversized baggage is carried out only in agreement with the carrier. The price is negotiated upon coordination of transportation (if there is free space in the luggage compartment).

Hand luggage (HL)	The linear dimensions of the HL should not exceed 100 cm (height + width + length). Maximum weight - 5 kg. HL is located under the passenger seat or on the luggage rack. It is forbidden to place the HL in the aisle of the bus.
Standard Baggage(SB)	The linear dimensions of the SB should not exceed 160 cm (height + width + length), including wheels, pockets and handles. Maximum weight - 23 kg
Baby carriage	For transportation of a child under 3 years old who is a passenger of this bus on the selected flight. Counts as 1 piece of baggage and is transported in the baggage compartment folded and with wheels securely packed (you can use a cover, plastic wrap and other dense material as packaging)
Wheelchair	For a passenger who is a person with a disability. Counts as 1 piece of baggage and is transported in the baggage compartment folded and with wheels securely packed (you can use a cover, plastic wrap and other dense material as packaging).

Standard Baggage(SB) (150.00 грн)	The linear dimensions of the SB should not exceed 160 cm (height + width + length) including wheels, pockets. Maximum weight - 23 kg. It is possible to purchase 1 additional piece of baggage per passenger.
Animals (with provision of a separate seat) (100% of the cost of an adult ticket)	If you want to take an animal with you, it must be placed in a cage with a solid bottom, the linear dimensions of which will not exceed 110 cm. Familiarize yourself with the rules for crossing the state border for animals, the necessary certificates and documents are indicated there. You must have them when you board and on the way. Your animal should be placed by the window, your place is closer to the aisle. A full ticket is purchased per animal.
Bicycle (300.00 UAH)	Bicycles are accepted folded and with securely packed wheels (you can use a cover, plastic wrap and other dense material as packaging).
Oversized(%)	Transportation of oversized baggage is carried out only in agreement with the carrier. The price is negotiated upon coordination of transportation (if there is free space in the luggage compartment).