Terms & Conditions

1. Ticket Booking Policy & Procedures

• Conditional booking: A booking is not considered valid or recognized until payment is completed in full and a digital payment receipt is issued.
• Finality of entered data: The customer bears full legal and financial responsibility for the accuracy of the entered data (name, national ID, trip date and time, departure and arrival points, and seat type) once the payment button is pressed, and may not later claim an unintentional entry error.
• Immediate cancellation of unpaid bookings: Any online booking that is not paid within one hour (sixty minutes) of its creation is automatically deleted from the system, without any liability on the company, to free the seat for another passenger.
• Children's policy: Children aged four years and above require a full-fare ticket and an independent seat. Children are strictly prohibited from sitting on laps for safety reasons and to avoid traffic violations; in case of violation, the passenger's booking is cancelled immediately without a refund.

2. Acceptance of Digital Vouchers & Printed E-Tickets

• Validity of the digital and printed voucher: For the convenience of our customers, once payment has been completed successfully via our website or app, the passenger may board the trip directly using one of the following, without needing to visit the ticket counter: (1) a printed copy of the e-ticket on plain paper (black-and-white or colour), or (2) a clear mobile-phone screenshot of the e-ticket clearly showing the trip details and verification code.
• Responsibility for the voucher's legibility: The passenger bears full responsibility for keeping the printed data legible, or the phone screen bright and the image clear, at the time of inspection. If the verification code or trip details are not clear enough for the trip supervisor to confirm the booking, the passenger is denied boarding until the booking office reviews and confirms their identity.
• Matching personal identity: The digital or printed voucher is valid for immediate use provided the name and national ID number shown on it match the original national ID card or passport of the passenger at the boarding gate.

3. White Bus Egypt E-Wallet Terms & Account Deletion

• Wallet creation and activation: An automatic e-wallet linked to the customer's account is created as soon as they register and activate their account with a national ID and phone number on our website or app. This wallet is used to receive refunded ticket funds or to top up a prepaid balance for quick trip purchases.
• Top-ups and financial limits: The customer can top up their wallet through approved digital payment channels (such as Fawry, bank wallets, and telecom operator wallets). Amounts loaded into the wallet cannot be transferred to another user's account and may only be used to purchase the company's services and tickets.
• Finality of the top-up balance: Amounts that the customer voluntarily loads into the e-wallet to purchase tickets may not be refunded in cash or withdrawn again, and remain valid for use on bookings within the system with no expiry date.
• Refunding cancelled bookings to the wallet: If a customer cancels an online trip within the permitted timeframes, the refunded amount (after applying the penalties) is added directly to their digital wallet in the app for later use. If the customer wishes to cash out and receive this refunded balance in cash, that is governed exclusively by the cash-refund rule described on the Refund Policy page (company branches only, after identity verification).
• Effect of account deletion on funds and wallet: If a customer submits an official request to permanently delete their account or app, all financial rights related to the remaining wallet balance or loyalty points are automatically forfeited and extinguished, and those funds are retained in full by the company as compensation for administrative account-closure costs. The customer has no right to claim or recover them, in cash or electronically, after the deletion is completed.
• Account security: The customer bears full legal responsibility for keeping their account and wallet login credentials and password secure. Any booking or balance usage carried out through their account is considered to have been made by them personally, and the company bears no responsibility for account theft or misuse by others.

4. Loyalty Program & Reward Points Terms

• Linking to a personal account: Loyalty and reward points are calculated exclusively for registered customers with an active account on our website or app. No points are earned for bookings made without prior login.
• Points are personal and non-transferable: Loyalty points recorded on an account are strictly personal, linked to the national ID registered on the account, and may never be sold, assigned, transferred, or merged with another user's account.
• Earning and redemption conditions: Points are earned automatically once the passenger's trip has actually taken place, not merely upon booking. Company management sets the redemption values of points for discounts or free tickets according to the benefits schedule updated on the system, and points may never be claimed for conversion into cash or refunded in cash.
• Points validity and expiry: All earned loyalty points have a set validity period (one calendar year from the date they were earned, unless management specifies otherwise); points automatically expire and are deleted from the customer's account once their validity period ends, without any financial or compensatory obligation from the company.
• Effect of cancellation and no-show on points: If a trip is cancelled by the customer or they fail to show up (no-show), no loyalty points are earned for that ticket. If a booking was made using reward points and the customer fails to show up for the trip, the points used are lost entirely and are not refunded to the account.

5. Subscriptions & Discount Cards Policy

• Cards are personal and non-negotiable: Discount cards and subscription booklets (smart or paper) are strictly personal, and may never be assigned or lent to others. The discount-card holder must present the original card together with their original national ID at the booking counter and while boarding the bus; if the details do not match or the card is not carried, the discount is cancelled immediately and the passenger must pay the full price difference in cash.
• No combining offers: Discounts from discount cards or subscriptions may never be combined or stacked with any other promotional offer or seasonal discount offered by the company.
• Subscription validity and depletion: Every subscription or discount card has a set validity period and a defined number of trips recorded in the system; once the time period ends or the trips are used up, the card's validity automatically lapses, and any remaining value or unused trips are neither refunded nor carried over to subsequent periods.
• Lost or damaged card: If a subscription card is lost or damaged, the customer bears the fee for issuing a replacement card according to the internal financial schedule, and the company bears no responsibility for any trips consumed from the lost card before it was officially reported and deactivated.
• Cancelling or modifying subscription trips: Trips booked using subscription cards are subject to the same modification and cancellation timeframes set out on the Refund Policy page; in the event of a late cancellation or no-show, the trip is deducted from the subscription balance as if it had been fully used.

6. No-Show Policy & Operational Responsibility

• Mandatory early arrival: The passenger must be personally present at the station office or platform at least 45 full minutes before the bus departure time stated on the ticket, to complete identity checks and baggage inspection.
• Door closing and departure: The bus door closes permanently 5 minutes before departure time, and the bus departs exactly on schedule. The company is not obligated to call or wait for late passengers under any circumstances.
• Missing the trip: Once the bus has departed, the ticket becomes entirely void and is considered cancelled and null, with zero remaining validity. The customer has no right to a refund of its value, to claim compensation, or to use it for any other trip.

7. Baggage, Excess Weight & Parcels Policy

• Free baggage allowance: Each passenger is allowed one main bag placed in the bus's lower luggage compartment, provided its weight does not exceed 15 kilograms, plus one very small hand bag inside the cabin.
• Excess weight and size fees: Any extra bags or excess weight are strictly subject to an immediate collection fee at the station, assessed by the trip supervisor according to the freight schedule, and the company has the absolute right to refuse to load any excess bag if there is no space available in the compartment, without any liability toward the passenger.
• Shipping unaccompanied parcels: Parcels not accompanied by a passenger are shipped under separate financial terms; the company is not responsible for the parcel's internal contents or any damage resulting from poor packing by the customer. A parcel is forfeited and confiscated by the company if it is not collected from the destination station within 24 hours of the trip's arrival.
• Ban on hazardous materials & legal liability: Shipping or carrying liquids, perishable goods, gases, flammable materials, or animals is strictly prohibited. Baggage inspection is an inherent right of station security; if any violation is found, the passenger's booking is cancelled immediately and they are handed over to the competent security authorities, bearing full and sole criminal responsibility.

8. Liability Cap & Goods Shipping Limits

• Disclaimer inside the passenger cabin: لا تتحمل الشركة أي مسؤولية، ولا تدفع أي تعويضات تحت أي مسمى، عن فقدان، أو سرقة، أو تلف أي متعلقات شخصية، مبالغ نقدية، مجوهرات، هواتف، أو أجهزة إلكترونية يصطحبها الراكب معه داخل كابينة الأتوبيس؛ حيث تقع حراستها على عاتقه بالكامل.
• الحد الأقصى القاطع للتعويض (١٠٠ جنيه مصري) وسريانه على الطرود المشحونة: في حال إثبات فقدان أو تلف كلي لحقيبة مسجلة ومودعة رسمياً داخل الصندوق السفلي للأتوبيس، أو فقدان أو تلف طرد خارجي مستقل ومستلم بموجب إيصال شحن غير مصحوب براكب نتيجة خطأ جسيم ومباشر من طاقم الشركة، فإن الحد الأقصى المطلق والنهائي الشامل للتعويض المالي والمدني الذي تدفعه الشركة هو مائة جنيه مصري فقط لا غير (100 ج.م) كتعويض نهائي قاطع يسقط معه أي حق للتعويض عما سواه، ما لم يكن العميل قد أقر بالقيمة الحقيقية للطرد وقام بالتأمين والاتفاق على رسوم حماية خاصة بمكتب الشحن مسبقاً قبل الرحلة.
• الظروف القهرية وطوارئ الطريق: في حال تأخر الرحلة أو تعطل الأتوبيس نتيجة ظروف قهرية خارجة عن إرادة الشركة (مثل إغلاق الطرق، أو الطقس السيئ، أو الحوادث، أو الأوامر السيادية والأمنية)، يقتصر التزام الشركة على توفير أتوبيس بديل لنقل الركاب فور إتاحة ذلك، ولا تلتزم الشركة بدفع أي تعويضات مالية عن فوات رحلات الطيران أو حجوزات الفنادق أو أي أضرار تبعية يتكبدها الراكب.