Effective date: January 1, 2026
1. How to Purchase a Ticket
Purchasing a ticket on the BusEx.pro Platform is a simple and fast process consisting of several steps:
- Search for a route. Enter the departure city, arrival city, travel date, and number of passengers in the search form on the home page.
- Select a route. Browse the list of available routes, compare prices, departure times, trip duration, and carriers. Choose the most convenient option.
- Fill in passenger details. Enter the first name, last name, date of birth, and contact details for each passenger. Data must match identity documents.
- Payment. Choose a convenient payment method and complete the transaction.
- Receive your ticket. After successful payment, you will receive an electronic ticket to the specified email address.
2. Payment Methods
The Platform supports the following payment methods:
- Bank cards: Visa, Mastercard (including debit and credit cards).
- Online payments: electronic payment systems available in your region.
- Apple Pay / Google Pay: fast contactless payment from mobile devices.
All payments are processed through certified payment providers compliant with PCI DSS standards. The Operator does not store full bank card details.
Payment is made in the currency specified at checkout. If paying with a card in a different currency, conversion is performed by the issuing bank at its exchange rate.
3. Electronic Ticket
After successful payment, you receive an electronic ticket (e-ticket) to the specified email address. The ticket contains:
- A unique booking number.
- Route (departure and arrival city).
- Departure and arrival date and time.
- Passenger data (first name, last name).
- Carrier name.
- Ticket price.
Present the ticket to the driver or inspector at boarding. You can show the ticket on your phone screen — printing is not required. We recommend carrying a valid identity document.
4. Booking Confirmation
After placing an order, you receive a confirmation email with booking details. If confirmation does not arrive within 15 minutes, check your "Spam" folder or contact support.
You can also view and download your ticket in the "My Tickets" section of your personal account on the Platform.
5. Ticket Refund Policy
Ticket refunds are processed in accordance with the rules of the specific Carrier. General principles:
- Refund 24+ hours before departure: typically a full refund of the ticket price minus possible deductions (depends on the Carrier's fare).
- Refund 3-24 hours before departure: partial refund (usually 50-80% of the ticket price, depending on the Carrier).
- Refund less than 3 hours before departure: refund may be limited or unavailable under the Carrier's rules.
- After departure: refunds are generally not available.
Exact refund conditions for a specific route are specified in the fare description at checkout and in the electronic ticket.
6. Refund Procedure
To refund a ticket, take one of the following actions:
- Through your personal account: go to the "My Tickets" section, find the relevant ticket, and click the "Refund Ticket" button. Follow the on-screen instructions.
- Through support: send a request to support@busex.pro with the booking number and reason for refund.
After refund confirmation, you will receive an email with details: refund amount and timeframes for funds to be credited.
7. Refund Timeframes
After refund confirmation, funds are credited:
- To a bank card: 3 to 14 business days (depending on the issuing bank).
- To an electronic wallet: within 1-3 business days.
- Other methods: according to the payment provider's terms.
Funds are returned using the same method used for payment. If this is technically impossible, the Operator will offer an alternative refund method.
The Operator's service fee, if listed separately, may be non-refundable. This information is stated at checkout.
8. Non-Refundable Conditions
Refunds may not be available in the following cases:
- The ticket was purchased at a special non-refundable fare (indicated at purchase).
- The route has already departed and the passenger did not use the ticket without prior cancellation.
- The refund request was received after the deadline set by the Carrier's rules.
- The ticket has been used (even partially, for multi-segment routes).
9. Route Cancellation or Change by Carrier
If the Carrier cancels a route or makes significant schedule changes (time change of more than 2 hours), the Customer is entitled to:
- A full refund of the ticket price.
- Rebooking on an alternative route by the same Carrier (if available).
The Operator notifies the Customer of cancellations or changes via email and/or SMS if contact details were provided. In case of route cancellation due to the Carrier's fault, the Operator's service fee is fully refunded.
10. Changing Date or Route
The ability to change the date or route depends on the specific Carrier's rules and the selected fare. In most cases, changing a booking is equivalent to canceling the current ticket and issuing a new one.
To change a booking, contact support at support@busex.pro with the booking number and desired changes.
11. Special Cases
Child ticket refunds
Child tickets are refunded on general terms in accordance with the Carrier's rules.
Group booking refunds
For group bookings (3+ passengers), it is possible to refund either the entire booking or individual tickets, if permitted by the Carrier's rules.
Illness or extraordinary circumstances
In exceptional cases (illness, emergency), the Operator may facilitate a refund under special conditions with supporting documentation. Decisions are made on a case-by-case basis.
12. Refund Contacts
For ticket and refund inquiries, please contact:
- Email: support@busex.pro
- Phone: +380 (XX) XXXX-XXXX
- Working hours: 24/7
In your inquiry, please include: booking number, passenger full name, reason for refund, and desired outcome.