Greyhound Lines is a travel service provider, so the relevant policy is a cancellation and refund policy rather than a product return policy. Ticket changes and cancellations are typically handled online through the “Manage My Booking” tool using the booking number and the email address used at purchase. Changes to travel plans are time-sensitive, and actions generally must be completed before the scheduled departure time.
For standard ticket cancellations, Greyhound allows cancellation up to 15 minutes before departure. Refunds for customer-initiated cancellations are generally issued as a voucher rather than returned to the original payment method. The voucher amount depends on how far in advance the cancellation is made, calculated against the exact scheduled departure time. The published cancellation schedule is: 30 days or more before departure: 100% of the ticket price; 7–29 days: 70%; 2–6 days: 40%; less than 2 days: 20%. If a cancellation is attempted inside the cutoff window (within 15 minutes of departure), the online cancellation option may no longer be available and refund eligibility may be limited.
Certain add-ons are treated differently from the base fare. Extras such as seat reservations and excess baggage are listed as refundable at 100% when canceled within the eligible window, while booking fees and service fees are non-refundable. When changing a trip, the typical flow is to cancel/refund the original ticket (creating a voucher) and then apply the voucher value toward a new booking; any fare difference or new fees may still apply.
Service-disruption scenarios may have separate refund eligibility. If a departure is delayed by 120 minutes or more, Greyhound indicates that a refund request can be submitted for review. In these cases, documentation such as itinerary details, booking number, and delay information should be kept available when contacting customer care. For any billing disputes, voucher delivery issues, or questions about how a specific fare type is treated, customer support can be reached through the contact page or by phone, and the booking confirmation email should be referenced to speed up resolution.
