When you are clear on the policy you want to apply, then you can use the form at the bottom of this page to make your request.
Release Date
What is a release date? It is not your trip date. It’s the date the ticket is sent to you, which will be indicated on your purchase receipt. Read more here.
Policies for Bus Tickets and Shared Shuttles* (Ecuador Domestic Only)
Changes before your release date
- You can change the date of travel or any passenger information before your release date.
- You can change the itinerary before your release date. You do this by first filling out the form below to let us know you are going to make the change, and then proceed to purchase your new itinerary. We will then credit your payment method for the amount of the first ticket plus or minus any difference in the price of the second ticket.
- You can request a refund before your release date. The refund does not include the payment processing fees, which are retained by the payment processor (PayPal or Stripe).
Changes after your release date
- No changes are permitted after your release date (date of travel, passenger information, itinerary, or refund). The ticket is in force at that point and cannot be revoked.
* – What is a shared shuttle? Similar to a bus, it’s a car or van operated by a company that sells public tickets for its seats. It operates on a fixed schedule and between fixed locations (not door-to-door).
Policies for Private Shuttles and Airport Transfers
Changes for secured reservations
- 48 hours advance notice is required before your travel date if you want to change the travel date. No date changes permitted less than 48 hours before your travel date. However, adjusting the time of departure is negotiable, as long as the driver has no other commitments outside your original time frame.
- 72-hour advance notice is required before your travel date if you want to change passenger information. No passenger information changes are permitted less than 72 hours before your travel date. However, if you are amenable to postponing your travel date a day or two so that the passenger manifest can be redone and supplied to the transit authority, we can update your passenger information in that case.
Refunds
- If requested 72 hours or more before your trip date, we can grant you a refund minus a 10% retention fee.
- If requested 48 hours or more before your trip date, we can grant you a refund minus a 20% retention fee.
- No refunds can be granted less than 48 hours before your travel date.
Policies for International Shuttles crossing the border from or to Ecuador
Changes to the date of travel
- One change of date is permitted free of charge. Second or more changes of date require an additional $7 change fee per change.
- The new date is subject to review to make sure there is space available and that the service is operating on that date.
- The request must be received by us no less than 48 hours in advance of the original trip date.
- Bus tickets in Colombia that are connected to the International service are not changeable, nor refundable.
Refunds
- International reservations are non-refundable once purchased. No exceptions except cases of force majeure as described below that prevent the transportation provider from providing the service.
- If an act of force majeure (climate disaster, road closures from political demonstrations, government closure of borders) prevents the provider from servicing the route, we will first attempt to keep your reservation valid by postponing the date of travel. If the postponed date is unacceptable, a full refund will be granted minus a 7% handling fee. Refunds due to force majeure events are only given if they block the transportation provider from fulfilling the scheduled service.
- Bus tickets in Colombia that are connected to the International service are not changeable, nor refundable.
Policies for Around Town reservations
Changes for secured reservations
- 24 hours advance notice is required before your travel date if you want to change the travel date or the passenger information. No date changes permitted less than 24 hours before your travel date. Exceptions can be made if the change is so small that it doesn’t affect the driver’s schedule.
Refunds
- If requested 48 hours or more before your trip date, we can grant you a refund minus a 10% retention fee.
- If requested 24 hours or more before your trip date, we can grant you a refund minus a 20% retention fee.
- No refunds can be granted less than 24 hours before your travel date.
Policies for Tours
Each tour has unique change and cancellation policies, which are outlined in the tour description page, and duplicated in your email confirmation of the tour reservation.
If you don’t see a policy in those places, then the tour policies follow the same provisions as the above mentioned policies for Private Shuttles and Airport Transfers.
Change Request Form
We will review your change request against the policy claim, and reply to you within 24 hours to let you know of the determination and next steps. Changes will be implemented immediately if approved. Refunds take between two and eight weeks to process.
