Refunds and cancellations

"AllWayHub" Ltd, UIC 208941630, VAT BG208941630.

The refund amount is calculated under the Carrier’s Fare Rules, and AllWayHub pays the refund to the Passenger. Whether a ticket can be cancelled or exchanged, and at what cost, is determined by the Carrier. The deduction and the cancellation deadline are stated in the Fare Rules and on the ticket. For Transfers, the rules of Section VII also apply.

An E-ticket is cancelled in “My trips” or through support, using the order number. Before you confirm, we show the refund amount and the deduction.

We confirm receipt of the request within 2 working days. We send the refund by the same method used to pay for the Order, no later than 14 days from the date of the request. The time it takes for the money to be credited depends on the bank.

In disputed cases we may ask for supporting documents — for example, the Passenger’s document or a certificate stating the reason for cancellation. We ask only for what is needed to decide the case.

Regulation (EU) No 181/2011 applies to regular bus services of 250 km or more. If a service is cancelled, departure is delayed by more than 120 minutes or there are not enough seats because of overbooking, the Carrier must immediately offer a choice: continue the journey on another service at no extra cost, or receive a refund of the full ticket price within 14 days. If the Carrier does not offer this choice, the Passenger is entitled to receive from the Carrier, in addition to the refund, compensation of 50% of the ticket price.

Regulation (EC) No 261/2004 applies to air tickets: if a flight is cancelled, the Passenger chooses another flight or a refund of the price within 7 days; if departure is delayed by 5 hours or more — a refund of the price. Regulation (EU) 2021/782 applies to trains: a delay of 60–119 minutes gives the right to compensation of 25% of the ticket price, and a delay of 120 minutes or more — 50%.

Rebooking and compensation are arranged by the Carrier. You can submit a request through us at support@allwayhub.com with the order number and a copy of the ticket — we will pass it on to the Carrier and confirm receipt within 2 working days.

A Consumer in the EU can, as a rule, withdraw from a distance contract within 14 days without giving a reason.

This right does not apply to contracts for passenger transport services (Article 3(3)(k) of Directive 2011/83/EU; Article 46, item 11 and Article 57, item 12 of the Bulgarian Consumer Protection Act), or to leisure and car rental services with a specific date of performance (Article 16(l) of the same Directive). For such tickets the Fare Rules apply — see Section IV.

For AllWayHub services without a specific date of performance, the right of withdrawal remains. We refund the money within 14 days to the same payment method.