Cancellation policy

Last updated: September 5, 2026

Unpaid request

Sending a request is free and does not hold a seat. You can withdraw it at no cost before payment. Changes to date, time, passengers or route are reviewed manually and do not ensure availability.

Payment received, ticket not yet issued

If you request cancellation at this stage, we review the booking process and explain the options and amounts under the accepted conditions and applicable mandatory rights. Receipt of payment is not ticket issuance. We do not promise an automatic refund or set a cancellation window.

Cancellation of an issued ticket

If you cancel an issued ticket, there is no refund unless the transport operator's policy allows it or applicable mandatory rights require it. This rule concerns your cancellation. It does not exclude rights arising from a service not provided or a disruption attributable to the provider.

Changes to date, time or passengers

We review changes manually, subject to availability and operator approval where required. An issued ticket may require a new purchase or an extra charge. We communicate the conditions and amount for your acceptance before making a change. Receipt of a request is not confirmation of a change.

How to ask for help

Message Guagualine's official WhatsApp or reply to your request email with its reference and, for return journeys, the affected leg. We will explain the options after reviewing the case. We do not offer automatic cancellation deadlines, refund percentages or changes.