Last Updated: May 15, 2023
This Refund Policy outlines the terms and conditions under which BusDhabi Transit Card Services ("we", "our", or "us") processes refunds for card purchases, balance top-ups, and other related services. Our goal is to ensure a fair and transparent refund process for all our customers.
If you have purchased a transit card but have not yet activated or used it, you may be eligible for a full refund of the card purchase price under the following conditions:
Once a card has been activated, the card issuance fee is non-refundable. However, any remaining balance on the card may be refunded according to our balance refund policy outlined in Section 2.
If your card is defective or does not function properly due to manufacturing issues, we will replace it free of charge or provide a full refund if a replacement is not desired. To qualify for a defective card refund:
You may request a refund for the remaining balance on your transit card in the following situations:
A processing fee of AED 10 or 5% of the refund amount (whichever is greater) will be deducted from all balance refunds. This fee covers administrative costs associated with processing the refund.
To be eligible for a balance refund, your card must have a minimum remaining balance of AED 20. Balances below this threshold can only be used for travel or transferred to a new card.
If you attempted to top up your card but the transaction failed (the amount was charged but the balance was not added to your card), we will investigate and process a full refund once the failed transaction is confirmed.
If you accidentally topped up the wrong card or added an incorrect amount, refunds may be processed on a case-by-case basis. A processing fee may apply. These requests must be submitted within 48 hours of the transaction.
If your account was charged multiple times for the same top-up (duplicate transactions), we will automatically refund the duplicate charges once they are identified and confirmed.
Refunds will be processed using the original payment method when possible:
The timeframe for processing refunds depends on the payment method and the complexity of the case:
| Refund Type | Processing Time | Notes |
|---|---|---|
| Credit/Debit Card | 7-14 business days | After approval, may take additional time to appear on your statement |
| Bank Transfer | 5-10 business days | International transfers may take longer |
| Cash (In-person) | Immediate | Available only at designated service centers |
| Failed Transactions | 3-5 business days | After investigation is complete |
To request a refund, you will need to provide:
You can request a refund through the following channels:
If your card was registered and reported lost or stolen, any remaining balance can be transferred to a replacement card or refunded, subject to verification and the standard processing fee.
In the event of a cardholder's death, the remaining balance can be refunded to the next of kin or legal representative upon submission of appropriate documentation, including a death certificate and proof of relationship or authority.
If we discontinue any service for which you have pre-paid, you will be entitled to a full refund of the unused portion without any processing fee.
If your refund request is denied or you disagree with the refund amount, you may appeal the decision by submitting a written explanation to our customer service department within 30 days of the initial decision. We will review your appeal and provide a final decision within 15 business days.
We reserve the right to modify this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. Your continued use of our services after such changes constitutes your acceptance of the new Refund Policy.
If you have any questions about our Refund Policy, please contact us at:
BusDhabi Transit Card Services
Al Wahda Mall, Level 2
Hazza Bin Zayed Street
Abu Dhabi, UAE
Email: [email protected]
Phone: +971-2-555-8765