Payment Methods and Refunds

Payment Methods and Refunds

The Compass Group website offers various payment methods for tickets depending on the conditions of a specific route and the carrier's rules. The client can choose to pay upon boarding, make a partial advance payment for the ticket, or make a full online payment during order placement.

Compass Group is a booking and ticketing service that helps passengers conveniently select a flight, issue a ticket, make a payment, and receive support. The actual transportation service is provided by the carrier, so payment conditions, refunds, rescheduling, or ticket cancellation may depend on the specific carrier's rules and the selected route.

Before purchasing or paying for a ticket, we recommend carefully reviewing the route conditions. Each route has a "Details" button where you can view additional information, including carrier conditions, ticket refund rules, route, baggage, discounts, and other important details.

Contents

1. What payment methods are available on the Compass Group website?
2. Payment upon boarding the bus
3. Advance ticket payment: what does it mean?
4. Full online ticket payment
5. What bank cards can be used to pay for a ticket?
6. What payment system is used on the website?
7. Is it safe to pay for tickets online?
8. What is ticket redemption?
9. Why do some routes require advance payment or full payment?
10. Where can I view the ticket refund rules?
11. How are refunds processed?
12. What is the timeframe for refunds?
13. Refunds in case of route cancellation by the carrier
14. Refunds if the client cancels the ticket themselves
15. What happens to the advance payment if the passenger changes their mind?
16. Why can part of the funds be withheld upon refund?
17. Are bonuses returned when a ticket is cancelled?
18. What information is needed to process a refund?
19. What should I do if payment went through but the ticket is not showing?
20. What should I do if payment is not going through?
21. Important information before paying for a ticket

What payment methods are available on the Compass Group website?

Several payment options may be available on the Compass Group website depending on the specific route, carrier rules, and booking conditions.

Main payment methods:
1. cash payment upon boarding the bus;
2. advance payment of part of the ticket price;
3. full online payment of the ticket on the website;
4. payment by bank details if such a method has been agreed with a Compass Group employee.
The available payment method depends on the selected route. Some carriers allow payment upon boarding, while others may require advance payment or full ticket redemption before the trip.
Payment upon boarding the bus

Payment upon boarding means that the passenger books a ticket on the website and pays the full fare directly when boarding the bus.

This payment method is not available on all routes and depends on the specific carrier's rules.

If payment upon boarding is available for a route, the system or manager will inform the client of this payment option.

We recommend having the required amount of cash with you and clarifying the accepted currency before the trip, especially on international routes.
Advance ticket payment: what does it mean?

Advance payment means that the passenger pays part of the ticket price in advance and pays the rest when boarding the bus.

Usually, the advance payment can be from 15% to 50% of the ticket price, depending on the route, direction, season, number of passengers, and carrier rules.

Advance payment is a guarantee of the passenger's intent to travel. It helps the carrier confirm the number of passengers on the route and allows the client to secure a seat for the selected date.

The remaining ticket cost is paid upon boarding the bus in accordance with the conditions of the specific route.
Full online ticket payment

Full online payment means that the client pays the entire ticket price at once during order placement on the website.

After successful payment, the system generates a ticket that can be downloaded to a device or viewed in the personal account.

Full payment may be mandatory for certain routes, international destinations, promotional fares, group bookings, or routes where the carrier requires advance ticket redemption.

Before payment, we recommend carefully verifying the date, time, direction, departure city, arrival city, passenger information, and ticket refund rules.
What bank cards can be used to pay for a ticket?

You can pay for a ticket on the Compass Group website using bank cards from various banks, including Visa and Mastercard cards.

Payment can be made using cards issued by Ukrainian and foreign banks if the card issuer allows online payments and international internet transactions.

Before payment, make sure you have sufficient funds on the card, online payments are enabled, card details are entered correctly, and payment confirmation is processed through the bank application or via SMS code.
What payment system is used on the website?

The Compass Group website uses the monobank / mono payment system, which allows you to pay for tickets online using bank cards.

The client can pay for a ticket with a Visa or Mastercard card if such payment is supported by their bank.

Compass Group does not store full bank card details of clients. Payment is processed through a secure payment infrastructure of the payment partner.
Is it safe to pay for tickets online?

Online payment on the Compass Group website is processed through a connected payment system that handles payment data in compliance with banking security requirements.

During payment, the client may undergo additional payment verification through the bank: SMS code, push notification, bank application, 3D Secure, or another confirmation method.

Compass Group does not ask clients to provide managers with full card details, CVV codes, banking application passwords, or payment confirmation codes.

For security, we recommend paying for tickets only on the official Compass Group website and not sharing banking information with third parties.
What is ticket redemption?

Ticket redemption means full or partial payment of the ticket before the trip in accordance with the rules of the specific route or carrier requirements.

On some routes, the carrier may require ticket redemption in advance to confirm the passenger's seat and avoid situations where booked seats remain unpaid.

Redemption may be especially relevant during holidays, high season, on popular international routes, for group bookings, or on routes with limited seating.
Why do some routes require advance payment or full payment?

Some carriers require mandatory advance payment or full ticket payment to confirm the booking.

This is because the carrier plans the number of passengers, route capacity, bus, crew, route, and economic viability of the trip.

Advance payment or full payment may also be required for group bookings, holidays, high season, low season with few passengers, or when booking routes with high demand.

Compass Group notifies the client of the need for payment or advance payment if such a condition is set by the carrier or provided for by the rules of the specific route.
Where can I view the ticket refund rules?

Ticket refund rules can be viewed on the specific route page through the "Details" button.

In the detailed route information, refund conditions, the percentage of the amount returned, the deadline for cancellation, ticket rescheduling conditions, and other carrier rules may be specified.

Refund rules may differ depending on the carrier, route, time until departure, fare type, and payment method.

Before paying for a ticket, we recommend carefully reviewing the refund rules for the specific route you have selected.
How are refunds processed?

Refunds are processed after the client contacts Compass Group support or automatically through the payment system if the ticket was paid for independently on the website and refunds are allowed by the specific route rules.

If the client independently purchased a ticket through the website and paid with a bank card, the system processes the refund to the same card from which the payment was made.

If payment was made using bank details provided by a Compass Group employee, the client must contact support and provide the details to which they wish to receive the refund.

Compass Group checks the refund rules, carrier conditions, time until route departure, ticket status, and reason for cancellation.

If refunds are allowed by carrier rules or agreed upon by the carrier, Compass Group processes the refund to the client in accordance with the payment method and technical capabilities of the payment system.
What is the timeframe for refunds?

Compass Group processes refunds within 10 business days after confirming the right to a refund and obtaining approval in accordance with the rules of the specific route.

If payment was made by bank card through the website, after processing the refund, funds are credited to the card from which the payment was made. The actual credit timeframe may depend on the client's bank and payment system.

If payment was made using company bank details, the refund is processed to the details provided by the client to Compass Group support.

If the refund has been approved but funds have not yet arrived, we recommend checking your card statement or contacting your bank.
Refunds in case of route cancellation by the carrier

If a route is cancelled by the carrier, Compass Group contacts the carrier, clarifies the reason for cancellation, and explores possible solutions.

The client may be offered an alternative route, trip rescheduling, or a refund in accordance with carrier rules and ticket conditions.

If the carrier confirms route cancellation and agrees to a refund, Compass Group processes the refund to the client within 10 business days.

If the ticket was paid for online on the website, the refund is processed to the card from which the payment was made. If payment was made using bank details, the client must provide details for the refund.

If Compass Group bonuses were used in payment, in case of route cancellation by the carrier, bonuses may be returned to the user's bonus balance in accordance with the bonus program rules.
Refunds if the client cancels the ticket themselves

If the client independently declines to travel, the refund is processed in accordance with the specific carrier's refund rules and the conditions of the selected route.

Conditions may depend on how much time remains until the bus departure. For example, on some routes, cancellation more than 48 hours in advance may result in a larger refund, cancellation less than 48 hours in advance may result in a smaller refund, and cancellation less than 24 hours in advance may not be allowed.

The exact refund conditions should be checked in the details of the specific route before paying for the ticket.

Compass Group helps the client submit a refund request, verifies the conditions, and forwards the request to the carrier if necessary.
What happens to the advance payment if the passenger changes their mind?

If the client made an advance payment or payment for ticket redemption but later changes their mind about traveling, the refund question is considered in accordance with carrier rules and the conditions of the specific route.

If the route rules allow refunds and the carrier agrees to cancellation, Compass Group returns the funds to the client taking into account refund conditions.

If the advance payment was made online on the website, the refund is processed to the card from which the payment was made. If the advance payment was made using company bank details, the client must contact support and provide details for the refund.

At the same time, expenses that have already been incurred in connection with payment receipt and processing may be withheld from the refund amount, including payment system fees, bank charges, tax obligations, or other mandatory expenses related to receiving and returning funds.

The final refund amount depends on the rules of the specific route, cancellation time, payment amount, carrier conditions, and expenses subject to withholding.
Why can part of the funds be withheld upon refund?

Upon refund, part of the amount may be withheld in accordance with carrier rules, fare conditions, time until route departure, or expenses related to payment processing.

Such expenses may include payment system fees, bank fees, company tax obligations, service charges, or other mandatory payments that arose after receiving funds from the client.

If the client paid for a ticket and then independently declined the trip, the refund is processed taking into account these expenses and the rules of the specific route.

Compass Group tries to handle such situations as favorably as possible, but refunds always depend on carrier conditions, payment rules, and actual expenses already incurred.
Are bonuses returned when a ticket is cancelled?

The conditions for returning bonuses depend on the reason for ticket cancellation and Compass Group's bonus program rules.

If a route is cancelled by the carrier, bonuses used may be returned to the user's bonus balance.

If the client independently cancels the ticket or declines to travel, bonuses may not be returned unless otherwise provided by bonus program rules or Compass Group decision.

All bonus-related questions are considered individually taking into account the reason for cancellation, ticket status, and conditions of the specific order.
What information is needed to process a refund?

To allow Compass Group support to quickly process a refund request, the main information about