Refund and cancellation policy
Last updated 1 September 2026 · Applies to the CmX website, Passenger app and Agency app in Global.
1. Scope
This Policy applies to bus, train, taxi, bike and parcel bookings paid through the CmX Passenger app. Refunds are processed by CmX from escrow and returned to the original payment method or your CmX wallet.
2. Bus and train tickets
Cancel more than 24 hours before departure: full refund less a processing fee of 5%. Cancel between 24 and 2 hours before departure: 50% refund. Cancel less than 2 hours before departure or no-show: no refund. Some promotional fares are non-refundable and are marked as such before you pay.
3. Cancellations by the agency
If the agency cancels the trip, or departure is delayed by more than 3 hours, you may choose a full refund or a free rebooking on the next available trip. Refunds in this case carry no fee.
4. Taxi and bike rides
Cancel before the driver or rider is assigned: no charge. Cancel after assignment: a cancellation fee shown in the app may apply. If the driver cancels or does not arrive within the estimated time, no fee is charged and any prepayment is refunded.
5. Parcels
Cancel before the parcel is scanned at pickup or drop-off: full refund less a 5% processing fee. After scanning, the booking cannot be cancelled. If a parcel is lost or damaged in the agency's care, the declared value is refunded up to the cap shown at booking, after a claim is filed within 7 days of the expected delivery date.
6. How to request a refund
Open the booking in the app and tap Cancel or Report a problem, or contact the local CmX team. Approved refunds reach mobile money and wallets within 3 business days and cards within 10 business days, depending on your provider.
7. Disputes
If you disagree with a refund decision, reply to the decision in the app within 14 days. CmX reviews the trip, scan and payment records with the agency and gives a final answer within 10 business days.