Cancellation & Refund Policy

Last updated: September 27, 2026

1. Ticket Cancellation

1.1 Cancellation by Passenger

Passengers may cancel their booking through our website, mobile app, or by contacting our customer service. The refund amount depends on when the cancellation is made:

Time Before Departure Refund Amount
More than 24 hours 95% refund
6 - 24 hours 75% refund
2 - 6 hours 50% refund
Less than 2 hours 25% refund
After departure No refund

1.2 Cancellation by Vatican Express

In the rare event that we need to cancel a trip due to operational reasons, you will receive a full refund (100%) or the option to reschedule to another trip at no additional cost.

2. Refund Process

2.1 Refund Methods

  • Mobile Money (MTN, Orange): Refunds are processed within 24-48 hours to the same number used for payment.
  • Bank Transfer: Refunds are processed within 5-7 business days.
  • Wallet Credit: Instant credit to your Vatican Express wallet for future bookings.

2.2 Processing Time

Refund requests are processed within 24 hours of submission. However, the actual credit to your account depends on your payment provider's processing time.

3. Trip Changes & Rescheduling

3.1 Rescheduling a Trip

You may reschedule your trip to a different date or time subject to availability. Rescheduling fees apply:

  • More than 24 hours before departure: Free rescheduling
  • Less than 24 hours before departure: XAF 1,000 rescheduling fee

If the new trip costs more than the original booking, you will need to pay the difference. If it costs less, the difference will be credited to your wallet.

3.2 Changing Passenger Details

Tickets are non-transferable. Name changes are not permitted once a booking is confirmed. Please ensure all passenger details are correct at the time of booking.

4. No-Show Policy

If you fail to board the bus at the designated departure time and location without prior cancellation, your ticket will be considered a "no-show" and no refund will be provided.

We recommend arriving at the departure point at least 30 minutes before the scheduled departure time.

5. Exceptional Circumstances

In cases of force majeure (natural disasters, civil unrest, government restrictions, etc.), Vatican Express will work with affected passengers to provide suitable alternatives, which may include:

  • Full refund
  • Free rescheduling to any future date
  • Travel voucher for the full amount

6. How to Cancel

To cancel your booking:

  1. 1 Log in to your account or use the booking lookup feature
  2. 2 Find your booking and click "Cancel Booking"
  3. 3 Confirm the cancellation and select your refund method
  4. 4 You will receive a confirmation email with refund details

7. Contact Us

If you have any questions about our cancellation policy or need assistance with a refund, please contact our customer support team:

Phone: +237 6XX XXX XXX

Email: support@vaticanexpress.com

Hours: Monday - Sunday, 6:00 AM - 10:00 PM

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