Refund Terms

Careta Trans provides passengers with the opportunity to refund tickets in accordance with established rules. The compensation amount depends on how long before the flight departure the passenger submitted the refund request. We strive for maximum flexibility and transparency regarding refunds.

Timeframes and Compensation Amount

The refund amount is determined based on the time of the request:

  • More than 24 hours before departure — full refund of the ticket price (100%). Funds are returned using the same method used for payment.
  • Between 12 and 24 hours before departure — 50% refund of the ticket price. The remaining amount is withheld as compensation for the carrier's expenses.
  • Less than 12 hours before departure — no refund is provided. The ticket is considered used.

The time is calculated from the moment the carrier actually receives the refund request, not from the moment the passenger sends it.

How to Request a Refund

To request a ticket refund, you must contact us in one of the following ways:

When contacting us, please provide: passenger's full name, date and direction of the trip, ticket number (if any), and the reason for the refund. The operator will confirm the receipt of the request and inform you of the compensation amount.

Refund Processing Time

After the refund request is confirmed, the funds are transferred within 3-5 business days. The time it takes for funds to be credited to the passenger's account may vary depending on the bank and payment method. If paid in cash, the refund is made in cash at the company's office.

If the funds have not reached your account after 5 business days, please contact us to check the refund status.

Non-Refundable Cases

A ticket refund is not provided in the following cases:

  • Request made less than 12 hours before departure
  • Passenger no-show for the trip without prior notice
  • Denied entry to the destination or transit country due to the lack of necessary documents
  • Removal of the passenger from the bus for violating transportation rules
  • Use of forged or invalid documents

If a trip is canceled on the initiative of the carrier, the passenger is offered a full refund of the ticket price or a transfer to the next available trip of the passenger's choice. For all refund-related questions, please call +359 89 460 44 04 (Bulgaria).