This Refund Policy applies to all bookings made through the Comutte platform, operated by Eniena Technologies Limited (trading as "Comutte"). It covers cancellations, refunds, rebooking, and dispute resolution for bus travel purchased via our website, mobile app, or WhatsApp booking service.

1. Passenger-Initiated Cancellations

You may cancel a confirmed booking at any time before departure. Refund amounts depend on how far in advance you cancel:

Cancellation times are calculated relative to the scheduled departure time in Ghana time (UTC+0).

2. Operator-Initiated Cancellations

If a bus operator cancels a trip for any reason — including mechanical issues, weather, or insufficient bookings — you will receive a full refund of the fare, including the booking fee. We will notify you by email (and WhatsApp, if your booking was made via WhatsApp) as soon as we are informed of the cancellation.

3. No-Show

If you do not board the bus and have not cancelled your booking before departure, no refund is provided. The booking is treated as used.

4. Rebooking

We do not currently offer automatic rebooking. If you cancel a booking, you may make a new booking for a different trip at the current fare. If an operator cancels your trip, you may book an alternative trip after receiving your refund. Fare differences between the original and replacement trip are your responsibility.

5. Refund Processing

Refunds are processed as follows:

• Card payments (via Paystack): refunded to the original card within 5 – 10 business days, depending on your bank.
• Mobile Money (MoMo): refunded to the MoMo number used for payment within 3 – 5 business days. If the original number is unreachable, we will contact you to arrange an alternative.

You will receive an email or WhatsApp confirmation when the refund is initiated.

6. Partial Trips and Service Disruptions

If a trip is significantly disrupted after departure (e.g. the bus breaks down mid-journey and no replacement is provided), you may request a partial refund. These requests are reviewed on a case-by-case basis. Contact us within 48 hours of the disruption with your booking reference and a description of what happened.

7. Booking Fee

Each booking includes a small, non-refundable booking fee that covers payment processing and platform costs. This fee is displayed before you confirm payment. The booking fee is refunded only when the operator cancels the trip.

8. Disputes

If you disagree with a refund decision or believe you are entitled to a refund not covered by this policy, you may raise a dispute:

1. Email support@bookcomutte.com with your booking reference, a description of the issue, and any supporting evidence (screenshots, receipts).
2. We will acknowledge your dispute within 3 business days and investigate.
3. A final decision will be communicated within 14 business days.
4. If you are unsatisfied with the outcome, you may escalate under the dispute resolution process in our Terms and Conditions (Section 11).

9. Chargebacks

If you initiate a chargeback through your bank or card issuer without first contacting us, we reserve the right to suspend your account pending investigation. We encourage you to contact us directly before filing a chargeback — most issues can be resolved faster through our support process.

10. Changes to This Policy

We may update this Refund Policy from time to time. The current version is always available at this page. Material changes will be communicated via the Platform or by email before they take effect. Bookings made before a policy change are governed by the policy in effect at the time of booking.

11. Contact

• Email: support@bookcomutte.com
• Phone: 020 324 2649
• Address: 10 Aviation Road, Airport Residential Area, Accra, Ghana

See also our Terms and Conditions and Privacy Policy.