Terms & Conditions of Purchase

Date: 12/11/2023

I. Introduction

FlixBus, Inc. (“Flix”) is a broker of services and tickets which brings passengers and transportation together. Flix is not an operator or provider of any transportation services. Transportation services are provided by operators, including Greyhound Lines, Inc and its affiliates (collectively “Greyhound”). These Terms & Conditions of Purchase apply to all purchases made through Flix and travel provided by Bus Operators, including but not limited to Greyhound.

A. General Provisions

(1) Contractual Relationship

When you buy a ticket from Flix you enter into a contract with Flix for that purchase and you agree to be bound by its terms. The terms of your contract are set forth in: (i) your ticket, and (ii) these Terms & Conditions of Purchase (“Terms”).

Trips marketed and sold by Flix are operated by independent bus operators (“Bus Operator”), such as Greyhound. We will identify the Bus Operator during the booking process, in your booking confirmation and on your ticket. You can also learn the identity of the Bus Operator by contacting Flix through any of the communications channels listed in the Contact Us section below.

Bus Operators may have different terms and conditions applicable to travel on buses they operate, and these may be obtained directly from the Bus Operator. In cases of conflict between these Terms and the terms and conditions of a Bus Operator related to a ticket purchase, the more restrictive terms and conditions shall control.

Flix and Bus Operators will not refuse to provide transportation based upon race, color, national origin, religion, sex or ancestry.

(2) Amendments to Terms & Conditions of Purchase

Flix may amend these Terms at any time, except as prohibited by law. Your purchases are governed by the Terms in effect on the date you purchased your ticket and on the date of travel. Flix reserves the right to apply Terms retroactively where reasonably necessary for operational reasons and where the change in the Terms does not have a material negative impact on you.

No Flix or Bus Operator representatives, including employees and ticketing agents, have the authority to waive, modify or alter any provision of these Terms unless authorized in writing by a Flix corporate officer or an authorized designee.

(3) Bus Operator(s) Can Change After Booking

Flix may substitute or change Bus Operators as required by its operations at Flix’s sole discretion. You are advised to contact Flix near the date and time of your trip to learn the name of your Bus Operator.

II. Purchase

A. Purchasing Tickets

Except as required by applicable law, tickets are non-transferable and non-refundable. The unauthorized resale of tickets is strictly prohibited and will be prosecuted. Tickets are valid only for the schedule, date, time, origin and destination for which purchased. Flix and Bus Operators are not responsible for lost or stolen tickets. Ticket sales are limited to nine (9) per purchaser per transaction.

(1) Confirmation of Booking

When you purchase ticket(s) through Flix, you will receive a confirmation (email, mobile app or printed document) with the details of your confirmed trip booking(s). It is your responsibility to check that all information on the booking confirmation is accurate.

(2) Use of Vouchers

Flix may offer two types of vouchers:

Credit Vouchers: this type of voucher has a defined monetary value (e.g., a $30 voucher) entitling a customer to a set price reduction on a particular purchase, credited up to the amount of the voucher. This type of voucher can be redeemed for both the ticket fare and any additional fees (such as service fees, extra charges for bicycles or baggage, etc.).
Discount Vouchers: this type of voucher entitles a customer to a set percentage discount on the purchase price for a ticket (e.g., a 30% off voucher) or for a free ticket. This type of voucher can be redeemed for the ticket fare only. Additional fees (such as service fees, extra charges for bicycles or baggage, etc.) cannot be paid for using this type of voucher.

A maximum of one (1) voucher may be redeemed per purchase. Vouchers may only be redeemed online or at physical ticket point of sale locations (like a bus terminal, a physical ticket office, a ticket kiosk, etc.).

Vouchers cannot be exchanged or redeemed for cash, check or credit.

Credit and Discount Vouchers are limited to three (3) vouchers per person during each marketing campaign. If a person impermissibly redeems more than three (3) vouchers from the same campaign, Flix may, in its sole discretion, cancel any additional trips purchased using the impermissibly redeemed vouchers.

Vouchers that are issued free of charge as part of marketing activities or as a gesture of goodwill can only be used for one purchase. Upon completion of a purchase where this type of a voucher was applied, the voucher will be deemed as expired unless it is a Credit Voucher and there is a remaining balance. In cases where there is a remaining balance on a Credit Voucher, the remaining balance may be used towards future purchases, up until the expiration date of the voucher.

Flix is never required to pay out the outstanding or remaining balance on any voucher.

The resale of vouchers is prohibited. Flix may block or cancel any ticket purchases where a resold voucher is used or attempted to be used. Additionally, if a voucher is stolen (or is otherwise impermissibly acquired, transferred or redeemed), Flix may also block or cancel any ticket purchases where such vouchers are used or attempted to be used.

A voucher may have additional or more specific terms and conditions that apply to the use of that voucher. In cases of conflict between these Terms and any terms and conditions for a voucher, the specific terms and conditions of the voucher shall prevail.

(3) Ticket Purchases from Staff-Operated Sales Offices

Ticket purchases from staff-operated sales offices (like sales agencies, ticket outlets, and customer service) may charge a service fee to complete a purchase or cancel a ticket (“Service Fee”). Additionally, staff-operated sales offices may offer special fares from time to time.

(4) Service Fee for Internet Reservations and Ticket Sales

A service fee will be applied to each reservation. The fee is charged per order, and is charged for the use of the booking website or the app as well as for other customer-facing tools which include, for example “Manage My Booking / self-service tool for changing trips, adding luggage”.

In case of cancellation by the customer, the service fee won’t be refunded. In case of bookings via telephone (Customer Service) or in one of our agencies and offline resellers additional fees may apply.

(5) Prohibited Booking Practices

All reservations by customers must be made for real passengers, with their consent, who intend to travel on all legs of each trip booked. Accordingly, Flix and Bus Operators prohibit fraudulent, fictitious, duplicate, and impossible/illogical bookings (collectively, “Prohibited Booking Practices”, or individually a “Prohibited Booking Practice”), all of which violate these Terms, including but not limited to:

completing a booking with an illegally acquired means of payment, such as a stolen credit or debit card;
obtaining or using another customer's Order ID (without that customer’s knowledge or consent) to fraudulently cancel that customer’s ticket reservation(s) and claim the Cancellation Voucher;
purchasing a ticket without intent to travel or without intent to ride on all legs of the trip booked;
reserving a ticket in someone’s name without the person’s consent; and
reserving duplicate or impossible/illogical trips – for example, multiple trips for the same passenger around the same time (i.e., trips a passenger physically could not complete), multiple trips for the same passenger departing from the same city on the same date, or any multiple reservations containing conflicting or overlapping itineraries (such as departures for the same passenger from multiple cities at the same time).

If Flix or Bus Operators detects that a customer is using any Prohibited Booking Practice(s), then without any notice to the customer, Flix and Bus Operators reserve the right to do any of the following (all of which may be accomplished through automated means or processes):

cancel any such ticket reservations and/or any misused vouchers related to such ticket reservations;
not provide any refunds for any such ticket reservations; and
prevent or otherwise blacklist the customer from making future bookings with or through Flix and/or Bus Operators.

B. Cancelling and Rescheduling Reservations

Involuntary Cancellations: An Involuntary Cancellation is any cancellation made by Flix or a Bus Operator (“Involuntary Cancellation”). Flix and Bus Operators may cancel ticket reservations of any customer whenever such action is necessary or advisable by reason of weather or other conditions beyond their control. Flix and Bus Operators may also cancel ticket reservations as reasonably required by their operations, including safety issues, in their sole discretion.

In cases of Involuntary Cancelations of ticket reservations, Flix will offer affected customers either the option to reschedule their trip at no cost or to request a refund. For details regarding refunds, please refer to the Refunds section of these Terms. Any costs for alternative carriage purchased by a customer through a company other than Flix or Greyhound are incurred at the customer’s sole expense. Flix and Bus Operators are never obligated to reimburse for such costs.

Voluntary Cancellations: A Voluntary Cancellation is any cancellation by a customer (“Voluntary Cancelation”). Voluntary Cancelations can be made by customers up until 15 minutes before the scheduled departure time of the bus.

Customers can only cancel tickets online or at physical ticket point of sale locations (like a bus terminal, a physical ticket office, a ticket kiosk, etc.). Neither bus drivers nor Customer Service representatives can cancel a ticket reservation on behalf of customers. Voluntary Cancellations are subject to Greyhound's Cancellation Policy.

In cases of Voluntary Cancellations, Flix may offer a full or partial refund in the form of a voucher, the amount of which depends on how far in advance the ticket reservation is cancelled. For details regarding refunds, please refer to the Refunds section of these Terms.

Rescheduling Ticket Reservations: Customers can reschedule but must do so no later than 15 minutes prior to the scheduled departure time of the trip. Customers can only reschedule online or at physical ticket point of sale locations (like a bus terminal, a physical ticket office, a ticket kiosk, etc.). Neither bus drivers nor Customer Service representatives can modify ticket reservations on behalf of customers.

When a customer reschedules a ticket reservation, the Flix system used to book tickets must first cancel the customer’s original ticket reservation in order to book a new ticket for the customer. As such, Greyhound’s Cancellation Policy applies to the customer’s rescheduling of ticket reservations. This means that when rescheduling the customer will receive a full or partial refund of the ticket price paid for the cancelled ticket reservation, the value of which will then be applied towards the customer’s new ticket reservation. The amount and calculation of the refunded amount that will be applied towards the customer’s new ticket reservation will vary according to certain time-oriented variables, as described on the Cancellation Policy page. If the price of the new ticket reservation is more than the value of the refunded amount, the price difference must be paid by the customer.

Unused Tickets: If a customer does not cancel or reschedule a trip 15 minutes prior to the scheduled departure time and does not take the trip, all fares and fees for the ticket are forfeited in full.

(1) Service Fees and Credit Card Processing Fees

In cases of Voluntary Cancellations or when a customer reschedules a ticket reservation, Service Fees and any applicable credit card processing fees will not be refunded.

Customers who use staff-operated sales offices (e.g., tickets purchased from sales agencies, ticket outlets, and customer service) to process a Voluntary Cancellation or to reschedule a trip may be charged an additional Service Fee.

In cases of Involuntary Cancellations, no Service Fee will be charged.

C. Refunds

Any passengers who are refused transport or removed from a bus as a result of their failure to comply with any of these Terms, shall not be entitled to any refund, substitute or return transportation, or any other form of compensation. For information regarding the different types of cancellations referenced below, see the Cancelling and Rescheduling Reservations section.

Involuntary Refunds

If a refund is required because of an Involuntary Cancellation, the customer will receive a refund for the full amount of the ticket fare(s), including any fees paid (an "Involuntary Refund").

Involuntary Refund Options: For Involuntary Refunds, Customers will have the following options depending on the original form of payment.
- Voucher refund (always an option for an Involuntary Refund).
- Monetary refund (option available only for ticket fares purchased with cash or other payment methods, such as credit card, PayPal, or Google Pay).
Form of Involuntary Refund: For Involuntary Refunds, Flix will issue refunds on tickets as follows:
- A voucher refund will be in the form of a Cancellation Voucher, which is a type of Credit Voucher.
- For monetary refunds (depending on the applicable customer service process), the refund will be made to the card originally used to complete purchase, a check to the passenger on the ticket, or via electronic transfer to a designated bank account.

Voluntary Refunds

For refunds requested in cases of a Voluntary Cancellation by a customer (a "Voluntary Refund"), a full or partial refund in the form of a voucher will be issued to the customer (a "Cancellation Voucher") less any applicable Service Fees and/or credit card processing fees. No other form of refund will be issued. The amount and calculation of the value of the Cancellation Voucher issued as a refund for a Voluntary Cancellation will vary according to certain time-oriented variables, as described on the Cancellation Policy page.

For refunds requested in cases of a departure delay greater than 120 minutes or a schedule change that results in a change to the expected departure of greater than 120 minutes, a Cancellation Voucher will be issued to the customer in the full amount of the ticket fare(s) including any Service Fees paid. No other form of refund will be issued.

Cancellation Vouchers are valid for twelve (12) months after issuance and can be used for a new ticket reservation. If the price of the new ticket reservation is more than the value of the Cancellation Voucher, the price difference must be paid by the customer. If the price is lower, the difference will remain on the Cancellation Voucher and can be used for a future ticket reservation until the date of expiration.

D. Currency & Declined or Disputed Payments

Except as otherwise provided, all fares and charges between points in the United States are in US dollars. For travel on international routes, all fares and charges are in US dollars but may be payable in the currency of the location of purchase at applicable exchange rates. However, for any travel purchased online, the stated currency for any fares and charges will be determined by the website domain that is used to make the purchase (example: the fares and charges for travel purchased on our Canadian or Mexican websites will be stated in the lawful currency of each respective country). Prior to making a purchase, the website domain/language can be changed in order to pay in a different currency. Once a purchase is completed, the currency cannot be changed. The customer is solely responsible for any exchange rate or international transaction fees related to the purchase of a ticket in an unintended currency.

Except as set forth in these Terms, a passenger is responsible for the entire ticket price and fees for an issued ticket, notwithstanding any dispute, chargeback or declined form of payment. Flix reserves the right to collect all such amounts at any time, including after transportation has been provided.

E. Contact Us

If you need help about travel on Greyhound, please choose from the list of contact information on Greyhound’s Contact Us page at www.greyhound.com/help-and-info/contact-us, so that you can connect with the correct Greyhound team.

f you need help from Flix about your ticket purchase (including to cancel a service, request a refund, or for general customer service), please contact Flix by phone or online at:

Customer Service hotline: 1-855-626-8585 (not all international calls are toll-free)
FlixHelp website address: help.flixbus.com

III. Legal

A. Claims

i. As the seller of services and tickets and a broker which brings passengers and transportation services together, Flix is not an operator of any transportation services and is not responsible for the actions or operations of any Bus Operators. Accordingly, Flix shall not be liable or responsible for any claim for damages, personal injury, death of a passenger, or any other acts related to the operation or provision of bus services.

ii. Notwithstanding anything herein to the contrary, no claim for damages, personal injury or death of a passenger will be entertained by a Bus Operator or Flix unless written notice of such claim is received by the Bus Operator or Flix within twenty-one (21) days after the occurrence of the event giving rise to the claim.

iii. No legal action for any claim described above may be maintained against a Bus Operator or Flix unless commenced within one (1) year of Bus Operator or Flix's written denial of a claim, in whole or in part.

B. Governing Law, Entire Agreement & Limitation of Liability

(1) U.S.

Any and all matters arising out of or relating to these Terms and/or the subject matter hereof shall be governed by and enforced in accordance with the laws of the United States of America and, to the extent not preempted by Federal law, the laws of the State of Texas without regard to conflict of law principles, regardless of the legal theory upon which such matter is asserted. A passenger’s ticket and these Terms represent the entire agreement between the parties relating to transportation by a Bus Operator and shall supersede all prior representations, understandings or agreements pertaining thereto, either oral or written. No other covenants, warranties, undertakings, or understandings may be implied, in law or in equity.

Flix and its Bus Operators shall not be liable for any punitive, consequential, or special damages arising out of or in connection with carriage or other services performed by Flix and/or Bus Operators, whether or not Flix and/or Bus Operators had knowledge that such damage might be incurred. Flix and Bus Operators shall not be liable for any damage arising out of its compliance with any laws, government regulations, orders, rules, requirements or security directives or as a result of a passenger’s failure to comply with such laws, government regulations, orders, rules, requirements or security directives or as a result of a passenger’s reliance on advice provided by Flix and/or Bus Operators regarding such laws, regulations, orders, rules, requirements or security directives.

Election or failure by Flix and/or Bus Operators to enforce any provision of these Terms shall not constitute a waiver of their rights and remedies with regard to such provision or any other provision.

(2) Canada

The governing law for these Terms shall be the law of the province in which the passenger is located when the transaction takes place and the federal laws of Canada applicable therein. The forum for any potential dispute involving a passenger shall be the courts of the province in which the passenger is located when the transaction takes place.

(3) Mexico

Any and all matters arising out of or relating to these Terms and/or the subject matter hereof shall be governed by and enforced in accordance with the federal laws of the United Mexican States. The competent courts shall be the courts sitting in Monterrey, Nuevo Leon, Mexico. Passengers hereby waive any other applicable law or jurisdiction that corresponds to them due to their domicile or any other cause.

A passenger’s ticket and these Terms represent the entire agreement between the parties relating to transportation by a Bus Operator and shall supersede all prior representations, understandings or agreements pertaining thereto, either oral or written. No other covenants, warranties, undertakings, or understandings may be implied, in law or in equity.

C. Severability

The invalidity of any provision herein shall not affect the validity of any other provision that shall remain in full force and effect.

D. No Liability for Other Bus Operators

A Bus Operator is responsible only for transportation on its own lines in accordance with applicable limitations and assumes no responsibility for any acts or omissions of others, including interline partners and other operators, except as imposed by law. In no event shall any Bus Operator be liable for consequential or incidental damages for loss, damage, or delay, including weather delays. Passengers acknowledge that a Bus Operator from time-to-time may use leased drivers and/or buses to operate its services. In no event shall Flix be liable for any actions of, or damage caused by any Bus Operator.

E. Class Action Waiver

Customers agree to waive any right to assert any claim against Flix and Bus Operators as a representative or member in any class or representative action. To the extent the customer is permitted by law to proceed with a class or representative action against Flix or a Bus Operator, the customer agrees that neither the customer nor any legal or other representative or person purporting to act on his or her behalf shall:

i. Be entitled to recover attorneys’ fees or costs associated with pursuing the class or representative action; and

ii. Submit a claim or otherwise participate in any recovery secured through the class or representative action.

Upon booking a ticket for transportation, purchasing other services, or participating in any Flix and/or Bus Operator program or service, you hereby authorize Flix, Bus Operators, and their affiliates and authorized agents to (i) collect, process, retain and use, and (ii) transfer to third parties, including, but not limited to, subcontractors, agents, affiliates, marketing partners, other carriers, and government agencies, for their use, processing and retention, any and all personal data you provide when Flix and/or Bus Operators believe in good faith that it is in the interests of security or that disclosure is otherwise necessary or advisable or as Flix and/or Bus Operators deem necessary to carry out any and all business purposes related to the program or services being requested and/or in the promotion of other information, goods, and services that may be of interest to you, including, but not limited to, the following purposes: making a reservation; purchasing a ticket; obtaining ancillary services, including accommodating special service requests; accounting, billing and auditing; checking credit or other payment mechanisms; systems testing, maintenance and development; customer relations; sales and marketing; promotions for Flix and/or its affiliates goods and services and third party goods and services; statistical analysis; developing and tailoring current and future services; facilitating travel, including obtaining immigration, security, and customs clearance; complying with applicable laws, regulations, government requests, law enforcement requests, and/or valid court orders; providing data to third parties or governmental or law enforcement agencies to comply with, or assist in the development of, security, safety, or health measures for passengers, baggage or cargo, or to provide for the prevention or detection of criminal acts or the apprehension or prosecution of offenders; protecting the legal rights of Flix, Bus Operators, and/or their affiliates.

If a passenger or customer wants to learn more about the Flix Privacy Policy or the Greyhound Privacy Policy, they may be viewed at www.flixbus.com or www.greyhound.com respectively. These policies are merely statements of administrative protocol; they are not contracts, nor are they made, or intended to be made, a part of these Terms, nor do they create any contractual or legal rights.