General Conditions

At Extracity, we offer multiple booking options, either at our offices, tele-booking, on-line booking, or at our bus stops. Tickets are issued by a designated agent or Extracity Employee
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. 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. 

We accept all forms of payments, cash, Ecocash, swipe or vPayments online. However, all fares are subject to change without notice. Extracity will only be bound by the fare charged upon the purchase of ticket. 

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. 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. 

Tickets that are cancelled shall 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 10% cancellation fee minimum of $3.00. 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 10% cancellation fee. 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 10% rebooking fee(minimum $3.00).  No more than one rebooking 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 tickets cannot be refunded. If a passenger misses the bus, no refund will be granted and they cannot be transferred to another bus

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.

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