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Refund policy

REFUND & CANCELLATION POLICY

Last Updated: January 2026

This Refund and Cancellation Policy (“Policy”) governs the processes for modifications, cancellations, and refunds for all travel services (Bus, Flight, and Holiday Packages) purchased through National Tickets Global (Pvt) Ltd (“the Company”). By purchasing a ticket, you acknowledge that you have read, understood, and agreed to be bound by these terms.

  1. THE INTERMEDIARY LIMITATION

National Tickets Global acts solely as an intermediary between the Passenger and the Third-Party Operator (Bus or Airline). While we facilitate the refund process, all refunds are ultimately subject to the specific terms and conditions of the Operator. We cannot provide a refund if the money has already been remitted to the Operator and they decline the request based on their specific policies.

  1. TECHNICAL ISSUE REFUNDS

National Tickets Global provides a specialized refund guarantee for “Technical Issues” arising from our booking systems.

  • 2.1 Definition of Technical Issue: A “Technical Issue” includes:
    • The final ticket was not delivered electronically to the Passenger in time for travel.
    • The ticket delivered contains inaccurate information caused by a system error.
    • The amount charged to the Passenger does not match the final price confirmed on the itinerary.
  • 2.2 Refund Procedure for Technical Issues: If a Technical Issue is confirmed, the Company will, at its discretion, reimburse the Passenger up to 100% of the transport fees collected.
  1. VOLUNTARY CANCELLATIONS (USER-INITIATED)

If a Passenger chooses to cancel their travel for personal reasons, the following mandatory procedures apply as per our Operating Manual:

  • 3.1 The 3-Hour Cutoff Rule: For Bus bookings, cancellation requests must be formally submitted to a National Tickets Global agent at least three (3) hours prior to the scheduled departure time.
  • 3.2 Cancellation Fees: All approved voluntary cancellations are subject to a 20% administrative cancellation fee, which is deducted from the original ticket price before the refund is issued.
  • 3.3 Expired Tickets (“Deal Lost”): If a cancellation request is received after the Operator’s required cutoff time, the ticket is marked as “Expired.” Expired tickets have no cash value and are not eligible for a refund or rebooking. In this scenario, the “Deal is Lost”.
  1. REBOOKING AND MODIFICATION PROCESS

In lieu of a refund, Passengers may request to rebook their journey.

  • 4.1 Rebooking Deadlines: Rebooking requests must be made at least two (2) hours before departure.
  • 4.2 Rebooking Costs: The Passenger is responsible for paying:
    1. The Operator’s specific rebooking/penalty fee.
    2. Any “Top-Up” amount if the new ticket price is higher than the original.
  • 4.3 Confirmation: No rebooking is final until the new payment is confirmed in our CRM and a new ticket is issued.
  1. REFUND REQUISITION AND DISBURSEMENT

The refund process involves multiple levels of verification to prevent fraud and ensure accuracy:

  • 5.1 Verification: A “Responsible Person” (Agent) first verifies if the ticket is within the Operator’s cancellation window.
  • 5.2 Requisition: Once verified, the agent creates a Credit Note and a Refund Requisition.
  • 5.3 Approval: The requisition is submitted to the Accounts Department for final approval.
  • 5.4 Disbursement: Approved refunds are sent to the Passenger’s provided banking or mobile money details (e.g., EcoCash, InnBucks, ZIPIT).
  • 5.5 Confirmation: The agent will confirm with the Passenger once the disbursement has been successfully processed.
  1. FORCE MAJEURE AND OPERATOR FAILURES
  • 6.1 Operator Disruptions: If a trip is cancelled or delayed due to a breakdown, strike, or Operator error, the Operator’s specific “Involuntary Refund” policy applies. National Tickets Global will assist the Passenger in filing a claim with the Operator.
  • 6.2 Acts of God: The Company is not liable for failures to perform duties (including processing timely refunds) caused by circumstances outside our reasonable control, such as natural disasters, national internet outages, or border closures.
  1. CONTACT FOR REFUNDS

All refund and cancellation requests must be initiated through our official support channels to ensure they are tracked in our CRM:

  • Call: +263 8677 900 600
  • Email: support@nationaltickets.co.zw
  • Offices: Newlands (Harare) or Gweru

Warning: Always provide your PNR (Booking Reference) when requesting a refund. Failure to cancel within the 3-hour window will result in a total loss of the ticket value.

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