Cancellation, Refund & Returns Policy

How rescheduling, cancellations and refunds work for Smile Bus tickets.

This policy describes how rescheduling, cancellation and refund requests are handled for Smile Bus LLC ("Smile Bus", "we", "us") travel tickets. It complements our Terms & Conditions. 

1. No refunds

Smile Bus does not offer cash refunds or returns on travel tickets. Once a purchase is completed, your ticket is non-refundable. If you are unable to travel on your scheduled date, you may reschedule your trip under the conditions described in Section 2.

2. Rescheduling

When: Changes must be requested at least one (1) day before the scheduled travel date.

How much time you have: The new travel date must fall within thirty (30) days of the original travel date.

How many times: You may reschedule your trip a maximum of two (2) times.

What happens if you don't travel on the new date: If you do not use the ticket on the rescheduled date, the ticket will be cancelled with no refund or further credit.

How to reschedule

  1. Have your original ticket or confirmation number ready.
  2. Email hello@smilebususa.com (or use the contact form on our website) at least 1 day before your scheduled travel.
  3. Indicate your new desired date and time.
  4. Wait for confirmation of the new ticket before traveling.

3. Tickets cancelled due to passenger conduct

The following situations will result in cancellation of your ticket with no refund or credit:

  • Ticket presented by a person other than the named holder.
  • Disruptive, threatening, intoxicated or unsafe conduct onboard.
  • Failure to present valid identification at boarding.
  • Failure to present valid documentation at any checkpoint that prevents the bus from continuing on schedule.

4. Cancellations made by Smile Bus

If Smile Bus cancels a scheduled trip for reasons within our control, we will:

  1. Notify you as soon as practicable via email or phone.
  2. Offer you a free reschedule to the next available trip on the same or comparable route, with no time limit on the rescheduling window.
  3. If no comparable trip is available, we will issue a full refund to your original payment method within 10 business days.

This Section 4 does not apply to delays or cancellations caused by force majeure (weather, road closures, mechanical issues outside our control, civil disturbances, or actions by government authorities).

5. Promotional, special and early-bird fares

Tickets purchased under a promotional fare may have additional restrictions on rescheduling. Check the conditions shown at purchase and on your ticket. Where promotional terms conflict with this policy, the more restrictive condition applies.

6. Lost tickets

If you lose your ticket, you may request a duplicate. You will be charged the administrative cost of issuing the new ticket. Contact hello@smilebususa.com.

7. Payment disputes & chargebacks

If you believe a charge on your card from Smile Bus is incorrect, please contact us first at hello@smilebususa.com before opening a chargeback with your bank. We will investigate and respond within 5 business days.

8. Contact

For any rescheduling, cancellation or refund request:

Last updated: May 2026

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