Applies to

  • Queue: Travel
  • Channel: Portal / Email
  • Operator: Intercape
  • Product: Bus travel

Customer scenario

The customer wants to cancel an Intercape bus booking and requests a refund.

Common customer phrases:

  • “I want to cancel my Intercape ticket”
  • “Can I get a refund on my bus ticket?”
  • “What is the Intercape cancellation penalty?”
  • “I can’t travel anymore, can I cancel?”

Intercape cancellation penalties

Advise the customer of the applicable penalties before proceeding with any cancellation.

Cancellation more than 24 hours before departure

  • Cancellation is permitted
  • A 15% cancellation penalty will be deducted from the total fare
  • The remaining balance will be refunded

Cancellation between 24 hours and 15 minutes before departure

  • Cancellations are not permitted
  • Date changes only may be requested directly with Intercape
  • No refunds can be processed during this period

Cancellation within 15 minutes of departure or after departure

  • A 100% penalty applies
  • The ticket is forfeited
  • No refunds will be issued once the bus has departed

Agent instruction – before proceeding

  • The booking must not be cancelled until the customer confirms acceptance of the applicable penalties
  • No changes should be made without written confirmation via Portal or Email

Refund process by payment method

VISA / MasterCard / Apple Pay / Google Pay

  • Refunds are processed back to the original payment method
  • The customer will receive an email confirmation once processed
  • Funds typically reflect within 3–5 business days

Capitec Pay

  • Refunds are processed via EFT
  • The customer must provide:
    • Bank name
    • Account number
    • Account holder name
    • Branch code
  • The account holder name must match the booking name

Shoprite / Checkers in‑store bookings

  • Refunds must be processed in store
  • The customer must return to the same store group
  • Computicket cannot process these refunds centrally

Important information to communicate

  • Cancellation rules are enforced by Intercape
  • Refund eligibility is strictly time‑based
  • No refunds can be processed after departure
  • Processing times may vary by payment method

What NOT to advise

  • Do not cancel the booking before penalty acceptance
  • Do not guarantee refunds outside permitted windows
  • Do not override Intercape cancellation rules
  • Do not process refunds without correct banking details (Capitec Pay)

Related articles

  • How to request a bus cancellation
  • Refund processing timelines
  • Date changes on bus bookings