Refund and cancellation policy

OTIS issues refunds for approved cancellations, duplicate charges, payment errors, and service disruptions confirmed by the operations team.

Refund procedure

1. Submit a refund request with the booking reference, passenger name, phone number, payment reference, and reason for the request.
2. OTIS reviews the booking status, departure time, fare rules, and the payment record before making a decision.
3. If the request is approved, the refund is sent to the payment gateway for processing against the original payment method where possible.
4. OTIS sends a confirmation once the request is approved, rejected, or completed by the payment partner.

Processing timelines

Refund requests are reviewed during support hours in the order they are received. The time it takes for funds to reflect depends on the payment channel, your bank, and any additional verification required by the processor.

When refunds may apply

• Bookings cancelled before departure, subject to route and fare rules.
• Trips cancelled by OTIS or by an operational change that makes travel impossible.
• Verified duplicate charges or accidental payment failures that were captured more than once.

When a refund may not apply

• Completed trips or bookings that have already been used for travel.
• Requests that cannot be matched to a valid booking and payment record.
• Late cancellation requests outside the approved refund window, unless OTIS confirms an exception.

How we communicate updates

OTIS may contact you by email, phone, or in-app communication with the status of your request. Please keep your contact details current so we can reach you quickly if more information is needed.