Cancellation and Refund Policy

Last updated: 6 September 2026

1. The short version

The operator whose coach you book decides whether your ticket can be cancelled or changed, and on what terms; those terms are shown before you pay. Unless they say otherwise, tickets are non-refundable. When the operator cancels, you always get your money back or a new departure. Problems caused by us, such as a payment taken twice, are refunded by us. This page explains each case.

2. Cancelling or changing a ticket yourself

If the operator allows cancellation, you can cancel from your account or from the link in your confirmation email up to the deadline shown, which is typically no later than two days before departure. If the operator allows rescheduling, you can move your booking to another departure on the same route up to the deadline shown, typically no later than four days before departure, paying any difference in fare. After the deadline, and for tickets marked non-refundable, no refund is due for a cancellation or a missed departure.

3. Flexible Ticket

Where the operator offers it, the Flexible Ticket add-on can be bought at checkout for a small percentage of the fare per passenger. It gives you the right to cancel for a refund of the fare, or to change your departure, within the window described at checkout, even where the standard ticket would not allow it. The price of the add-on itself is not refunded when you use it. The exact window and price are shown before you pay and on your ticket.

4. When the operator cancels or is seriously late

If the operator cancels a departure, you choose between a full refund of the ticket price and rebooking on another departure at no extra cost. Where a departure is delayed by more than 120 minutes you have the same choice. On journeys covered by Regulation (EU) No 181/2011 you also have the statutory rights to assistance and compensation described on our Passenger Rights page. We contact you as soon as the operator informs us of a cancellation, and the refund or rebooking is arranged from your booking.

5. Problems caused by the Platform

We refund you ourselves, in full, where a payment was taken twice for the same booking, where you were charged more than the price shown at checkout, or where a paid booking was not confirmed and no ticket was issued. Tell us within 24 hours of the scheduled departure through the contact form on our Help pages or at info@front.obtdemo.com, quoting your booking code.

6. How and when refunds are paid

Refunds go back to the payment method used for the booking. Once approved, they are issued within 14 days; how quickly the money appears on your statement then depends on your bank or card issuer, usually between five and ten working days. Payment processing surcharges shown as a separate line at checkout are refunded only where the law requires it or where the refund is due to our error. Add-ons already used are not refundable. If you booked through a travel agency or a partner site, the refund is handled by them under their own terms, and you should contact them first.

7. Vouchers

Where an operator offers a voucher instead of a cash refund for a cancellation you make, this is stated in its conditions and you may choose between the two where the law gives you that choice. Vouchers issued by us are valid for twelve months, may be used on any journey sold on the Platform, and are not exchangeable for cash.

8. Complaints

If you disagree with a decision about a refund, write to info@front.obtdemo.com. We acknowledge every complaint within one month and answer within three months. Your statutory rights as a consumer under Albanian Law No. 9902/2008 and, where applicable, the law of your country of residence are not affected by this policy.