Cancellation & Refund Policy

1. Introduction

This policy is an inseparable part of the Terms of Service. It applies to all bus tickets booked through bbvn.vn.

2. Scope of application

• Applies to prepaid tickets via bank transfer (VietQR) or VNPay.
• Does not apply to charter/private-hire bookings — please contact the private charter page.

3. Cancellation at the customer's request

A paid ticket cannot be cancelled or refunded at the customer's request. BBVN only issues refunds when the bus operator cancels the trip (see Section 5). Please check the trip details carefully and consider before paying.

4. No refund in the following cases

• The customer voluntarily does not travel, changes personal plans, or requests cancellation.
• The customer is not present at the pickup point on time (no-show).
• The ticket has been used or the trip has already departed.
• Fraud is detected during the booking or payment process.

5. Bus operator cancels the trip (bus does not run)

This is the only case eligible for a refund. When the bus operator cancels the trip:

• 100% of the ticket price is refunded (no fees deducted) within 3-5 working days.
• BBVN proactively notifies you via SMS/email as soon as it receives the information from the bus operator.
• The customer does not need to take any cancellation action — the system automatically processes the refund.

6. Refund process when the bus operator cancels the trip

• BBVN sends a trip cancellation notice via SMS/email to the booking phone number/email.
• If needed, the customer provides a bank account number to receive the refund.
• For any questions, contact BBVN by email support@bbvn.vn (including the booking code and booking phone number).

7. Refund timing and method

• Refund via bank transfer: 3-5 working days from when the bus operator confirms the trip cancellation.

8. Note on the Law on Protection of Consumer Rights

Under the Law on Protection of Consumer Rights 2023 (Luật 19/2023/QH15), the right to "return goods within X days" (Điều 44) applies only to door-to-door sales, and does not apply to voluntary online ticket booking transactions.

9. Complaints and contact

If you disagree with a refund decision, please see the Complaint Resolution Policy. Support email: support@bbvn.vn

10. Changes to the policy

Material changes will be notified at least 30 days before they take effect, consistent with the Terms of Service.