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I. General conditions for business and booking

The Terms and Conditions of Carriage can be reviewed on the dedicated page.

Status: 16/10/2025

1 Scope

1.1 The General Terms of Business and Special Booking Conditions apply to the use of the web portals of Flixbus Australia Pty. Ltd (“Flix”) (including mobile application, designed to enable customers visiting such web portals) and the booking of journeys with Flix.

1.2 Please note that these General Terms of Business and Special Booking Conditions do not apply to the following matters, which are covered by separate terms and conditions:

a) On its web portals Flix also allows the listing and booking of third-party ground transportation services offered by third party carriers authorised by Flix to publish and display certain journeys on its web portals for which Flix is not the contractual partner in relation to the booking of tickets (“White Label Carrier Offers”).  These White Label Carrier Offers do not constitute the booking of journeys with FlixB, as in relation to these White Label Carrier Offers Flix only enables the booking of the White Label Carrier Offers via a website at the address booking.flixbus.com or in the form of a mobile application, designed to enable customers visiting the website (together the “White Label Platform”). The applicability of a White Label Carrier Offer will be indicated in the course of the booking process by a redirection from the Flix web portals to the White Label Platform. The access of Customers to the White Label Platform and the terms and conditions of the services provided by Flix and its partners in relation to the booking of White Label Carrier Offers on the White Label Platform are regulated by the separate White Label Platform Terms and Conditions.

b) The terms & conditions in relation to the carriage of passengers will be governed by separate terms and conditions which depend on the applicable contractual carrier. The applicable contractual carrier (“Carrier”) and the respective terms & conditions of carriage (“Carrier Terms & Conditions”) will be indicated in the course of the search and booking process.

2 Contractual Partner

The Contractual Partner for booking journeys (ticket seller) and the use of the web portal is Flixbus Australia Pty. Ltd., 347 Kent Street, Sydney, NSW 2000, Australia, hereinafter referred to as Flix.

3 Commercial Use of the Web portal

3.1 Price comparison sites may enter into a written contract with Flix, which allows them to receive, process and publish Flix’s prices and timetables.

3.2 Non-private or commercial use of the Flix web portal is not permitted. The use of automated systems to extract data from Flix web portals for commercial use (“screen scraping”) is prohibited. Flix reserves the right to take appropriate action against infringements.

4 Payments and Vouchers

4.1 Tickets can be purchased using different payment methods, depending where the booking is made as follows:

  • On the Internet: PayPal, debit or credit card (Mastercard/Visa/Amex), Google Pay, Apple Pay may be made available for payment. We reserve the right not to offer certain payment methods for any booking and to offer additional payment methods.
  • Onboard the vehicle: Cash, POS system.
  • At points of sale/travel agencies: All of the payment methods offered by the agency can be used, cash payments will always be accepted. If the point of sale is at the carriage vehicle, payment methods may be limited to cash or credit card payment only.

4.2 Special conditions of payment with credit card:

4.2.1 If payment is made by credit card, the customer’s account will be charged at the end of the booking. By paying by credit card, the customer authorises and instructs their credit institution at the time of the booking to inform Flix or a third party authorised by it, in case of a chargeback, of the customer’s name and complete address, so that Flix can assert its claims against the customer.

4.2.2 Passengers may be required to pay the banking charges incurred in the event of a chargeback associated with a credit card payment. Cancellation charges may also be incurred. In the event of chargebacks, customers may be barred from making credit card payments on a temporary or long-term basis.

4.3 After unsuccessful collection efforts by Flix, claims will be passed to an external service provider for further processing. Flix may pass all the required personal data of the debtors to this external service provider for this purpose.

4.4 Offsetting; right of retention

4.4.1 If customers are in default on any payment obligations related to a booking, all outstanding amounts owed under the same contractual relationship for that same booking shall become due immediately.

4.5 Payment Fees

4.5.1 The total ticket price stated in the online shop includes any payment fees that are charged by third-party providers for the payment method chosen by you and which have to be paid by you, as well as any goods and services tax (GST).

4.5.2 For customers who select a payment method subject to fees, a payment fee may be payable, plus GST calculated as a percentage of the total booking value. The amount of any payment fees is specified at https://www.flixbus.com.au/company/prices/transaction-fee. The total price, including the ticket price, any payment fee, and GST, will be displayed as a single figure during the booking process. At least one free and commonly used payment method is available in Australia.

4.6 Redemption of vouchers:

4.6.1 A maximum of one voucher may be redeemed per booking. Vouchers may only be redeemed online or via our partner agencies.

Vouchers with a monetary value, known as “credit vouchers”, can be redeemed for the entire shopping basket.

Discount vouchers with a percentage value or vouchers for a free journey can be redeemed for the ticket fare only. Additional services and fees (e.g. service fees, extra charges for bicycles or luggage) cannot be paid for using these types of vouchers.

4.6.2 In the case of voucher campaigns carried out by Flix as part of a temporary marketing promotion, the acquisition and use of vouchers are limited to three vouchers per person. If a person redeems more than three vouchers from the same voucher campaign, Flix may cancel all bookings exceeding the first three vouchers. This regulation may be waived within the scope of special promotions.

4.6.3 Vouchers issued free of charge as part of a temporary marketing promotion shall expire after the first booking process has been completed.

4.6.4 The commercial use and, in particular, the resale of vouchers, is not permitted and will constitute a breach of these terms. If Flix determines that a voucher is being used for commercial use Flix may cancel the voucher or any tickets acquired with the voucher and otherwise reserves all rights it may have in respect of the breach of this clause.

4.6.5 The payout of any balance on a coupon or voucher shall be excluded.

4.6.6 In case of fraud, attempted deception or suspicion of other illegal activities related to the purchase, redemption or transfer of a voucher, Flix reserves the right to close the corresponding customer account and/or demand an alternative payment method and/or suspend the voucher. There is no entitlement to approval or redemption of the affected voucher.

4.6.7 In case of fraud, attempted deception or suspicion of other illegal activities related to the purchase, redemption or transfer of a voucher, Flix reserves the right to cancel any tickets purchased in full or in part via the redemption of such a voucher.

4.6.8 Vouchers issued as part of a temporary marketing promotion can only be redeemed for journeys operated by Flix companies as transportation partners.

4.7 Price Campaigns

4.7.1 The number of discounted or reduced price tickets that can be purchased in accordance with a promotional offer for reduced or discounted price tickets carried out by Flix as part of its marketing activities (“price campaign”) is limited to three tickets per person. A person can only purchase three tickets from the same price campaign, otherwise Flix may cancel all subsequent bookings. This regulation may be waived in the case of special promotions.

4.7.2 Tickets purchased during a promotional offer as part of that promotional offer will be subject to the terms and conditions of the promotional offer and, if the customer requests a subsequent change to the ticket after the promotional offer expires (such as change to the date of travel), the customer may be required to pay the difference between the promotional or discounted price of the ticket and the full price applicable to the journey.

4.8 Prohibited booking practice

4.8.1 The commercial use and, in particular, the resale of tickets, is not permitted, and will constitute a breach of these terms. If Flix determines that a ticket is being used for commercial use, Flix may cancel the ticket and otherwise reserves all rights it may have in respect of the breach of this clause.

4.8.2 In cases of fraud, attempted deception or suspicion of other illegal activities related to the purchase, redemption or transfer of tickets, Flix reserves the right to close the relevant customer account and/or demand an alternative payment method and/or cancel the tickets. Flix will not honour any claims to validate or redeem the relevant ticket.

4.8.3 In cases of fraud, attempted deception or suspicion of other illegal activities related to the purchase, redemption or transfer of tickets, Flix reserves the right to cancel any tickets purchased in full or in part.

5 Cancellation and Rebooking

5.1 Nothing in these terms should be interpreted as attempting to exclude, restrict or modify the application of any rights or benefits which you may have under the Australian Consumer Law.

5.2 Rebooking is subject to prior cancellation of the journey. A cancellation may be made either prior to departure in accordance with clauses 5.3 to 5.6, or following non-use of the ticket as per clause 5.7. Drivers cannot change or cancel bookings for you.

5.3 A cancellation of a ticket may only be carried out on Flix websites or by partner agencies and ticket outlets of FlixCompanies up to 15 minutes before the scheduled departure time. A return trip is considered one booking.

5.4 In the event of a cancellation at your request, a so-called cancellation voucher will be issued. This cancellation voucher is valid for 36 months from the date of its issuance and entitles the passenger to make a new booking within this period up to the value of the voucher. If the price of the new booking is more than the value of the voucher, the difference will need to be paid. If the price is lower, the difference will remain on the cancellation voucher and can be used for a different booking. In the case of promotional offers, such offers may be available only for a limited time and subject to additional terms and conditions (as detailed in the terms and conditions of the promotional offer). More detailed information can be found in the terms and conditions of the promotion on the web portal.

5.5 A cancellation fee may be charged for each cancellation of a ticket by the customer (including change of travel date and travel time), applicable per cancelled journey and per passenger. The cancellation voucher will be issued in the amount of the ticket price, minus the amount set out in Flix’s cancellation policy. If the passenger cancels a ticket and wishes to rebook a ticket for a different travel date or different travel time, they will be required to pay the ticket price for the new travel date or time. If the passenger’s name has changed and the price of the ticket has increased since the date the ticket was first purchased, the difference in the price must be paid by the passenger. The phone number can be changed free of charge.

5.6 If a cancellation voucher is used for a booking, the same terms and conditions for cancellations also apply to the new journey.

5.7 None of the aforementioned processing charges, cancellation fees or any transfer fees apply if the reimbursement is requested for reasons which are the responsibility of Flix or the FlixCompanies. Subject to any rights you may have under the Australian Consumer Law, the credit of the fare, minus any processing charge or any transfer fee, will only be paid exclusively to the account specified by the customer when placing the order, or to their credit card account if they paid by credit card.

5.8 If there is any inconsistency between this clause 5 and the cancellation policies in any Carrier Terms & Condition, this clause 5 shall apply to the extent of the inconsistency.

6 Service Fee

A service fee may be charged by Flix for each reservation. The service fee is charged per order, and is charged for the use of the booking website or the app as well as for other customer-facing tools which include, for example “Manage My Booking / self-service tool for changing trips, adding luggage”. You will be notified of the amount of any service fee prior to confirming your booking or reservation.

In case of bookings via telephone (Customer Service) or in one of our agencies and offline resellers additional fees may apply.

In case of cancellation by the customer, the service fee won’t be refunded.

7 Privacy

Flix may collect, hold, use and disclose personal information as defined in the Privacy Act 1988 (Cth) (including personal information that an individual provides to Flix or that Flix obtains about an individual from third parties) in connection with and to facilitate the booking of and payment for Flix’s services by an individual and otherwise for the purposes specified in Flix’s Privacy Policy.

By using or accessing Flix’s website, downloading and/or using Flix’s mobile app, and/or by booking a journey with Flix, individuals consent to Flix collecting, holding, using and disclosing their personal information in accordance with Flix’s Privacy Policy and these General Terms of Business and Special Booking Conditions.

Where an individual does not consent to their personal information being collected, held, used or disclosed by Flix, Flix may be unable to complete the individual’s booking or otherwise provide its services to the individual.

8 Place of Jurisdiction

These terms are governed by the laws in force in New South Wales, Australia and you and Flix submit to the non-exclusive jurisdiction of the courts of New South Wales, Australia.

9 Invalidity of individual provisions

If individual provisions within these General Terms of Business and Special Booking Conditions should be or become entirely or partially ineffective, void, voidable by a party, unenforceable, invalid or illegal and would not be so if a word or words were omitted, then that word or those words are to be severed and if this cannot be done, the entire provision is to be severed without affecting the validity or enforceability of the remaining provisions of these General Terms of Business and Special Booking Conditions.