BOOKING AND PAYMENTS

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Tickets

• Extracity tickets are only issued by an Extracity Employee, or an Extracity authorised agent or on the Extracity website
• Tickets are not transferable and are valid for use only by the persons to whom they are issued and for the date and time shown thereon.
• It is the passengers’ responsibility to ensure that the correct information is shown on the ticket.
• Any alteration to a ticket will render it invalid. Any change of trip requires the issue of a replacement ticket.
• Positive identification may be requested when boarding the coach.

Fares

All fares are subject to change without notice. Extracity will only be bound by the fare charged upon the purchase of ticket.

Right of Admission

Extracity reserves the right of admission to any of its coaches. Upon the exercising of such discretion with reference to a bona fide ticket holder by Extracity as and when it may deem necessary, such a ticket holder would be reimbursed in full.

Departure Time

• Passengers are required to be at the departure points 30 minutes before the departure time shown on the ticket. Any reserved seat not filled/confirmed within 30 minutes prior to the scheduled departure time, will be offered for sale to standby passengers on a first come first served basis.
• Services may be canceled due to adverse operational conditions, which can include, but are not limited to, force majeure events and disruptions such as strikes or civil disturbances, and similar occurrences. Affected passengers will be rebooked for an alternative date and time based on their preferences.

Payments, Cancellations and Refunds

• A change of trip or a change of travel date can be requested, but will only be granted if done at least 1 hour before the departure time and shall be subject to a rebooking or reschedule fee of US$3.00 per passenger. For online booking, an email must be sent to info@extracity.co.zw at least an hour before the departure time.
• Tickets that are cancelled can be refunded, but provided that the cancellation is done at least 1 hour before departure. Tickets that are cancelled and need to be refunded are subject to a cancellation fee of US$3.00 per passenger. In the case of online booking, the service charge paid as a surcharge on top of the standard fare is non-refundable. In addition, a refund request must be submitted to info@extracity.co.zw at least an hour before the departure time.
• Cancellations done after the departure time will be refunded provided cancellation is due to death or hospitalization of the person in whose name the ticket has been issued and is subject to a cancellation fee of US$3 per passenger.
• An alternative booking (the rebooking) may be done for the next available seat on the same route as the initial ticket for tickets that want to be cancelled after this period provided that it is 1 hour prior to departure and is subject to a rebooking fee of US$3.00 per passenger.
• No more than one rebooking or rescheduling will be allowed per ticket issued. Any increase in the cost/price of the ticket will be for the account of the passenger, payable immediately on making the rebooking.
• Rebooked or rescheduled tickets cannot be refunded.
• If a passenger misses the bus, no refund will be granted and they cannot be transferred to another bus. In the event that the affected passenger(s) has/have been allowed on board, they will be subject to a transfer fee of USD$3 or equivalent per passenger.
• No refunds will be paid in the event of a breakdown or a delay.
• If there is a breakdown or delay, we cannot be held responsible for any connecting services, scheduled meetings, accommodation, or any form of transportation or compensation.

GENERAL

Luggage

•  Extracity is not responsible whatsoever for loss or damage to passengers’ hand luggage or personal effects, property or luggage.
• Harmful chemicals, explosives, animals, reptiles, combustible fluids or toxic substances will not be carried.
• No bicycles, electronic equipment, fishing rods, surf boards, abnormal boxes or perishables will be carried, unless prior arrangement is made with an Extracity Supervisor.
• Additional charge may be levied as per pre-determined Extracity tariffs for excess luggage.
• Luggage and or damage claims will be considered at the sole discretion of Extracity.
• Extracity will not accept liability for losses or damages to valuable items such as but not limited to: cellular phones, jewellery, laptops or other computer equipment, electronic items, cash, credit cards and fragile or perishable items packed in baggage.

Insurance

Extracity does not provide general insurance cover for property and luggage. However passenger insurance is provided as required by the Road Motor Transportation Act.

Smoking

Smoking is prohibited on all the coaches.

Pets

No animals will be carried, with the exception of a trained guide dog accompanying a blind person.

Alcohol

Alcohol should not be consumed on Extracity coaches and intoxicated passengers will not be conveyed. Any intoxicated passenger found on board will be instructed to disembark immediately. No reimbursement will occur in such an event.

Children

• No children under the age of 12 years will be conveyed without being accompanied by an adult if not accompanied then a $5.00 levy is imposed.
• Children younger than 3 years travel for free if not occupying a seat.
• Should more than one child under three years old accompany the same adult, all such additional children are required to purchase tickets at the applicable rate.

General

• Extracity will make every effort to keep the current published timetable, but services may be affected by road, weather or other conditions beyond Extracity control. Extracity will therefore not accept liability for any costs incurred by passengers under such circumstances.
• Extracity makes every effort to ensure connections between its services where appropriate. However no liability can be accepted for loss or damage caused by any failure to make these connections or perceived to exist with other transport operations. Extracity reserves the right to revise seat allocations without prior notice and to operate substitute vehicles of the same standard.
• Extracity reserves the right to cancel any of its services for whatever reason without notice. Under no circumstances will any liability be accepted for losses incurred by pre-booked passengers. Re-imbursement in such an event would apply however.