refund policy

Refund Policy

As of 1st February 2025, the refund policy has been amended. We will not be able to offer refunds for ‘day’, ‘week’ or ‘multiple’ tickets purchased in cash or through the app.

If a customer would like a refund for a ‘Month’ or longer ticket, it must be made in writing to the customer services team at unobus@herts.ac.uk

In terms of ‘month’ or longer-term tickets, we will only offer refunds for any unused days minus an administration fee of £10. Used days will be charged at the Network Day ticket price according to the Uno Bus website:   www.unobus.info/our-fares/?region=

Example

30-day ticket purchased, refund requested after 10 days.

Cost £84 minus £10 administration fee

The Current Day ticket price is £7.60

10 used tickets cost £70.60

Remaining credit £84 minus £10 minus £70.60

Is £3.40

Gestures of goodwill for poor service

Uno Bus strives to provide an excellent service for its customers, but there may be circumstances where your experience falls short of what is required. Under these circumstances, we would ask you to contact our customer services team at unobus@herts.ac.uk or by calling 01707 255764.

If you feel that your experience requires a refund or compensation, we will offer this in a similar way to the Railway Delay Repay scheme

www.nationalrail.co.uk/help-and-assistance/compensation-and-refunds/

Under normal circumstances, we will not offer cash refunds but instead will offer the free travel as a gesture of goodwill. Normally, you will need to activate an app account, and we can send you the free travel remotely. Any issues can be resolved quickly in this way.

If, however, you would like to escalate your complaint to the Commercial Director, this can be done through the Customer Services team by emailing unobus@herts.ac.uk