Refunds

Tickets shall be refunded, with no limits in terms of economic value, at the request of the passenger and upon return of the ticket, as follows:

for one-way and daily tickets and weekly and monthly passes that have not been stamped (or validated by tearing the stub) or that are not yet valid, 90% of the sale price;
for multi-journey tickets, 90% of the difference between the sale price and the standard cost of the number of one-way tickets corresponding to the number of journeys already used;
for annual passes, 100% of the difference between the sale price and the standard cost of the number of monthly passes corresponding to the period already used, with portions of months counted as full months.

Requests submitted more than 48 hours after the event shall be deemed ineligible for a refund/compensation.

For the purposes of verifying that requests have been submitted in time, reference shall be made to the company file information for requests delivered in person or by fax, or to the e-mail log date or postmark for requests received by standard post.

Requests shall be processed according to the timescales and methods set out for complaints.

Exclusions
No refund and/or compensation shall be provided for service disruptions not attributable to ASF Autolinee srl.

Refunds and compensation

For confirmed cases of service disruption under the circumstances referred to above, the customer shall receive a refund equal to the value of the ticket purchased or, in the case of pass-holders, the value of a one-way ticket at the fare applicable to the portion of the route covered by the pass.

As well as a refund of the ticket for the service that was not provided or delayed, customers who submit appropriately justified requests shall be entitled to fixed compensation in the form of tickets to the value of double the fare for the service in question.

If, due to the service disruption referred to above, the customer is forced, for urgent and demonstrable reasons, to continue the journey using other means of transport, ASF Autolinee srl shall contribute to the costs incurred, following submission of the relevant documentation, and shall provide the customer with compensation not exceeding five times the value of the ticket for the disrupted service.

Customers wishing to apply for a refund and compensation must submit a written request to ASF Autolinee srl within 48 hours of the date of service disruption, enclosing a copy of the ticket and providing their identification details and the circumstances of the service disruption (day, route, stop, time, etc.).

Written requests for a refund and/or compensation must include a detailed written description of the service disruption, the grounds on which any compensation is justified and relevant documentation; failure to provide such will result in the request being turned down. Requests can be submitted using the following methods:

By standard post to the following address: ASF Autolinee srl – via Asiago 16/18 – 22100 COMO or to the link

The percentages referred to in points 1 and 2 above is increased to 100% if the passenger chooses to use the full value of the refund to purchase other tickets.

In the event of fare adjustments, 100% refunds can be obtained for tickets that can no longer be used, and passengers shall have at least three months from the date on which those tickets become invalid to obtain a refund.

Refunds and compensation

Service disruption procedures
ASF Autolinee srl has procedures in place to issue refunds and compensation in the following cases:

Failure to operate the service and/or cover the stop for reasons attributable to ASF Autolinee srl, if no the subsequent service is scheduled for 60 minutes or more and no other services are due to depart within that time period.
Vehicle breakdowns, if a replacement vehicle is not provided to continue the journey within 60 minutes of the breakdown.
Refunds and compensation

For confirmed cases of service disruption under the circumstances referred to above, the customer shall receive a refund equal to the value of the ticket purchased or, in the case of pass-holders, the value of a one-way ticket at the fare applicable to the portion of the route covered by the pass.