PRICING POLICY AND CANCELLATION POLICIES

1. Pricing policy:

   • From Monday to Thursday: VND 250,000 per person per route
   • From Friday to Sunday: VND 300,000 per person per route. Price includes VAT.

2. Children’s ticket policy:

   • 11 years old and above: 100% of ticket price.
   • From 2 to 11 years old: 70% of ticket price.
   • People with disabilities (blind, wheelchair users, limb disabilities, etc.): 50% of ticket price.
   • Children under 2 years old sitting on an adult's lap travel free of charge.

3. Ticket Change, Date Change:

   • Tickets can be changed multiple times.
   • Free departure time adjustment on the same day.
   • Changing the ticket at least 3 hours before the scheduled departure time is free of charge.
   • Changing the ticket less than 3 hours before the scheduled departure time incurs a fee of 30% of the ticket price.
   • A paid ticket can be changed once for free. If changed a second time, a fee of 30% of the ticket price will be charged.
   • For changes involving 4 or more tickets, customers must notify at least 24 hours before the scheduled departure time.
   • On holidays and Tet, the ticket change fee is 30%.

4. Cancellation Policy:

   • Free of charge if cancelled at least 24 hours before the scheduled departure time.
   • 10% of the ticket price if cancelled 24 to 02 hours before the scheduled departure time.
   • 30% of the ticket price if cancelled less than 02 hours before the scheduled departure time.
   • Refund Method: The amount refunded, after deducting cancellation fees and payment transaction charges (if any), will be returned to the customer using the original payment method (bank transfer, e-wallet, or cash at the counter, etc.). The refund process will take between 3 to 7 business days, depending on the payment method.

5. Promotion Ticket Policy:

   • Tickets purchased during special promotional or discount programmes (such as discounted tickets, holiday tickets, prize-winning tickets, etc.) are not eligible for cancellation and refund, regardless of the timing of the cancellation request. However, customers may transfer their ticket to the next available trip in accordance with the company's regulations, provided there is available space.

6. Regulations for Ticket Sales Agents:

   • Agents are required to adhere to the cancellation, refund, and ticket transfer policies stated above to safeguard customer rights and maintain the reputation of MexBus services. Any cancellation or refund requests from customers must be reported to Saigon.PT by the agents for proper handling.
   • Agents are not permitted to unilaterally alter the cancellation, refund, or ticket transfer policies as determined by Saigon.PT. Agents must provide complete information regarding these policies to customers to avoid any disputes or complaints.

7. Methods for Receiving Cancellation and Ticket Change Requests:

   • Customers can submit cancellation or ticket change requests through the following channels:
   • Support Phone Line: 1900 88 68 69
   • Customer Service Phone Line: 1900 88 68 69
   • Ticket Counters at Bus Stations: Customers are required to present their ticket and personal information for assistance.
   • Official Website: visit https://mexbus.saigonpt.com/ to submit an online request.

8. Additional Regulations:

   • Force Majeure: In cases where a trip is cancelled due to force majeure factors (such as natural disasters, floods, emergencies, etc.) that prevent the trip from departing, the company will refund the full amount to the customer without deducting any fees.