Policy
Cancellations & refunds.
What happens to your fare when you cancel a seat with Kanat Automobile, and how long each step takes.
Draft — pending legal review. This page describes what the booking system actually does when a booking is cancelled. It has not been reviewed by a lawyer and is not binding wording. The refund bands below are read live from the system that pays them, so this page and the refund itself cannot disagree.
1. How much comes back
Refund percentages have not been published yet.
Kanat Automobile has not yet set the share of the fare returned at each point before departure. Until it does, no percentage on this page would be a commitment, so none is presented as one. If you need to cancel a booking in the meantime, contact us and it will be settled individually.
Values currently loaded in the system — placeholders, not in force
- PLACEHOLDER — 48 hours or more before departure — 100%
- PLACEHOLDER — 24 to 48 hours before departure — 50%
- PLACEHOLDER — 6 to 24 hours before departure — 25%
2. Where the money goes
A refund is credited to the wallet on your Kanat Automobile account, not reversed onto the card or transfer you paid with. The credit is applied at the moment the cancellation is accepted — there is no waiting period before it appears.
From your wallet the balance can be spent on another booking, or withdrawn by requesting a payout, which a member of staff reviews before it is paid out.
Bookings made without an account. If you booked as a guest there is no wallet to credit. The cancellation still goes through and the amount owed is recorded, but it has to be paid to you by hand — contact us with your booking reference so we can arrange it.
3. When nothing is refunded
There are three cases where a cancellation returns nothing at all:
- The fare was never paid. A booking that never completed payment has nothing to give back. Unpaid bookings release their seats automatically.
- You have already boarded. Once staff mark you aboard the coach, the ticket has been used, whatever the clock says.
- The coach has departed. From the scheduled departure time onward the trip is gone and no band applies.
In all three the booking can still be cancelled — it is only the money that does not come back.
4. Loyalty points
Cancelling reverses the points on the booking in both directions, as part of the same action: points you earned on the trip are taken back, and points you spent against the fare are returned to your balance.
Points come back even where no money does — cancelling after departure still returns what you redeemed.
5. Changing a booking instead
A confirmed, paid booking can be moved to a different departure instead of cancelled. Moving a booking keeps the same passengers and reassigns them to seats you choose on the new trip.
A booking can be moved once. A change fee set by Kanat Automobile applies, and you pay or are charged the difference if the new trip's fare is higher. A booking cannot be moved after the passenger has boarded or after the coach has departed.
6. How to cancel
Cancel from your booking, or contact us with your booking reference and the phone number you booked with:
[email protected] · 0807 803 6114