Refund and Cancellation Policy
Last updated: July 21, 2026
This policy explains how cancellations, changes and refunds work for bus tickets booked through Biletko. It should be read together with our Terms and Conditions.
1. Tickets are sold on behalf of the operating carrier
Biletko is a booking platform, not the bus/coach operator. Once your booking is confirmed, your ticket is issued by the carrier operating that specific route. Whether a ticket can be cancelled, changed or refunded — and any fee for doing so — is set by that carrier's own conditions of carriage, not by Biletko. We will always tell you what the carrier's cancellation/change conditions are before you complete a booking, where the carrier provides that information to us.
2. Right of withdrawal (EU consumers)
Under EU consumer law, the standard 14-day right of withdrawal that applies to most online purchases does not apply to passenger transport services, including bus tickets. This means that once your booking is confirmed and paid, you cannot cancel it for a full refund simply because you changed your mind — cancellations are instead handled under Section 3 below.
3. Cancelling or changing a booking
- To cancel or change a confirmed booking, contact us at dev.merhat@gmail.com with your order number and booking code as soon as possible.
- We will forward your request to the operating carrier and let you know whether a refund, a date change, or a change fee applies, based on that carrier's conditions and how close to departure the request is made.
- Where the carrier agrees to a refund, we will refund the corresponding amount to your original payment method through Stripe. Biletko's own service/booking fee may be non-refundable, since that fee covers the booking service already provided at the time of purchase.
- If a trip is cancelled or a departure is missed entirely by the carrier (for example due to a breakdown or the carrier not operating the route), we will help you claim a refund or rebooking from the carrier and will refund Biletko's own service fee in that case.
4. Failed or duplicate payments
If a payment is taken but a booking is not confirmed (for example due to a technical error), or if you are charged twice for the same booking, contact us and we will investigate and refund any amount that was not used to complete a valid booking.
5. How refunds are paid
Approved refunds are issued back to the card or payment method used at checkout, via Stripe. Refund processing times depend on your bank or card issuer and are typically a few business days after we submit the refund.
6. Contact us
For any cancellation, change or refund request, email dev.merhat@gmail.com with your order number and booking code, and we'll get back to you as quickly as we can.