What is Greyhound’s refund policy?

Modified on Thu, 23 Apr at 6:23 PM

Refunds are not automatic and depend on your fare type and the reason your travel was affected.

Quick summary

Refunds depend on your fare type and the reason your travel was affected.
If Greyhound cancels a service, we will generally offer a rebooking or another reasonable remedy. Your rights under Australian Consumer Law still apply.
For delays, refunds are limited. In some cases, a credit or voucher may be offered instead.
Under Australian Consumer Law, a refund is not always required if a reasonable alternative remedy is provided.
Greyhound does not cover third party or out of pocket costs such as accommodation, meals, taxis, flights, or missed connections.

What do you need to do?

I want to change my travel date or time
Your ability to change depends on your fare type or pass rules.
Tickets

Flexible Fare: You can change your travel date or time up to 15 minutes before departure.
Advantage Fare: You can change your travel date or time up to 24 hours before departure (subject to availability).
Early Bird Fare: Changes are not permitted.

Travel passes

Trips booked on a travel pass can be changed up to 15 minutes before departure (subject to availability).

2. I cannot travel anymore and want to cancel

Flexible Fare tickets

You can cancel up to 15 minutes before departure and keep your travel open to use later within 12 months from the date of purchase.

Travel Sure (if purchased with a Flexible Fare ticket)

If you purchased Travel Sure, you may be eligible for a refund if you let us know before departure.
Booking fees and Travel Sure fees may be excluded from refunds.

Early Bird and Advantage fares

These fares are generally not refundable (unless required under Australian Consumer Law).

3. My service was cancelled

If a Greyhound service is cancelled, we will generally offer a reasonable remedy such as:

Rebooking onto the next available service, or
Another option depending on the circumstances and fare conditions.
Australian Consumer Law applies. If there is a major failure or the issue cannot be remedied, you may be entitled to a refund or other remedies.

4. My service was delayed

Greyhound operates long distance services that can be impacted by traffic, weather, and road conditions.

If you still want to travel, your best option is usually to rebook or adjust your travel (subject to fare rules).
If you decide not to travel, your options depend on your fare type and whether Travel Sure was purchased.
In some cases, a credit or voucher may be offered for delays. This is assessed case by case.

5. I booked through a travel agent

If your booking was made through a travel agent, the agent must process any refund request.

How to request help (if needed)

If you believe you are eligible for a refund or remedy, submit a request via our Contact Us form and include: