Policy
1- Passengers Cancellations
• More than 24 hours before departure: Full refund or transfer of the ticket to another trip free of
charge, subject to a small processing fee (AED 5.00).
• Between 6 and 24 hours before departure: 50% of the ticket value will be refunded.
• Less than 6 hours before departure: No refund will be granted.
2- No-Show
• If the passenger fails to show up at the departure point without prior notice, the ticket will be
forfeited, and no refund will be issued.
3- Trip Modification
• Passengers may modify their booking once only, provided the request is made at least 6 hours
before departure, free of charge and subject to seat availability.
• If the new trip is more expensive, the passenger must pay the fare difference. If it is cheaper, no
refund of the difference will be provided.
4- Cancellations by the Company
• If Capital Express cancels a service due to operational, technical, or external reasons (e.g.,
weather conditions, road closures), the passenger has the right to:
- Receive a full refund.
- Or reschedule to the next available service at no additional cost.
5- Refund Method
• Refunds will be processed through the same payment method originally used.
• The processing time for refunds is typically 5–10 working days, depending on the bank or
payment provider.
6- Processing Fees
• A nominal processing fee (AED 5.00) applies to cancellations made more than 24 hours before
departure.
• No processing fee applies if the cancellation is made by the company.
7- Third-Party Bookings
• Tickets purchased via agents or third-party platforms are subject to their respective cancellation
policies.
8- Acceptance
• By completing the booking and payment online, the passenger is deemed to have accepted this
cancellation policy.