Our Transportation Ticketing Policy: the rules that apply when you book and travel with GBE Transport.
This Transportation Ticketing Policy sets out the terms governing the booking, purchase, payment, use, cancellation, rescheduling and refund of passenger tickets issued by God Bless Ezenwata Nig. Ltd. (the "Company").
By purchasing a ticket, making an online booking or boarding a Company vehicle, a passenger agrees to comply with this Policy and any applicable terms of carriage, provided that no term limits or excludes a right or remedy that cannot lawfully be limited or excluded under Nigerian law.
Tickets may be purchased through booking channels officially approved by the Company, including Company terminals and authorised ticketing offices, the Company's official website or mobile booking platform, approved agents, and other electronic payment or booking channels authorised by the Company.
Before payment, the Company will provide or make available the material information relevant to the booking, including the route, travel date, scheduled departure time, fare, applicable charges, material restrictions and the applicable cancellation, refund and rescheduling conditions.
Passengers must provide accurate information, including their name, telephone number, destination, travel date and any other information reasonably required to provide the service, comply with safety requirements or meet legal obligations.
A ticket is valid for the passenger, route, date and scheduled departure time stated on the ticket unless the Company approves a change.
Passengers must present a valid physical or electronic ticket, booking reference, QR code or other approved proof of booking and payment before boarding.
A ticket may be rejected where the Company reasonably determines that it has been altered, duplicated, fraudulently obtained or otherwise invalid.
Tickets are generally issued to the passenger whose details appear on the booking.
A transfer or name change may be permitted subject to seat availability, identity verification, applicable safety requirements and any reasonable, clearly disclosed administrative charge.
All mandatory charges, taxes, payment-processing charges and other applicable fees will be disclosed clearly before payment is completed.
Transport fares may vary according to route, vehicle category, travel period, demand, fuel and operating costs or other commercial factors.
The Company may revise fares for future bookings. A fare change will not affect a confirmed and paid booking unless the passenger requests a change or an adjustment is required by law.
Payments may be processed through Paystack or another approved payment processor.
Any payment-processing or transaction charge payable by the passenger will be disclosed as part of the total price before the passenger authorises payment.
A booking is confirmed only after the Company receives reliable confirmation of successful payment. If a passenger's account is debited but a ticket is not generated, the passenger should contact the Company promptly with the transaction reference or other evidence of payment.
Passengers are encouraged to contact the Company first to resolve a payment dispute, without limiting any right available through their bank, payment provider or applicable law.
Where a chargeback or payment dispute is initiated, the Company may provide relevant booking, payment, boarding and service records to the payment processor or financial institution, subject to applicable privacy and data-protection requirements.
Fraudulent chargebacks or deliberate attempts to obtain transportation services without payment may result in cancellation of affected bookings and other lawful action.
The following cancellation rules apply to passenger-initiated cancellations. For purposes of this Policy, all time periods are calculated backwards from the scheduled departure time shown on the passenger's ticket.
Where a passenger cancels a booking within 24 hours after purchasing the ticket, and the scheduled departure is still more than 48 hours away, the passenger will be entitled to a full refund of the ticket fare.
Any third-party payment-processing charge that has already been incurred and is non-refundable may be deducted where permitted by law and where this was clearly disclosed before payment.
Where cancellation occurs more than 48 hours before the scheduled departure, but outside the 24-hour full-refund period above, the passenger will receive the eligible ticket value as a travel voucher/credit rather than a cash refund.
The voucher may be used toward a future journey operated by God Bless Ezenwata Nig. Ltd., subject to availability and the applicable voucher conditions.
Unless otherwise stated on the voucher, the voucher shall be valid for 12 months from the date of issue.
Vouchers are not redeemable for cash except where required by applicable law.
Where a passenger cancels between 24 and 48 hours before the scheduled departure, the ticket is non-refundable in cash.
However, at the Company's discretion and subject to seat availability, the passenger may be permitted to reschedule the journey once, subject to any applicable rescheduling fee and fare difference.
Where cancellation occurs less than 24 hours before the scheduled departure, the ticket is non-refundable and no travel voucher will be issued.
The value of the ticket will ordinarily be forfeited, except where otherwise required by law or where the Company expressly approves an exception.
A passenger who fails to report for boarding by the required check-in or boarding time, and has not cancelled or rescheduled the booking beforehand, will be classified as a No-Show.
A No-Show ticket is non-refundable, non-transferable and not eligible for a travel voucher or rescheduling, except where required by applicable law or where the failure to travel resulted from circumstances for which the Company is legally responsible.
| Cancellation period | Passenger entitlement |
|---|---|
| Within 24 hours of ticket purchase, where departure is more than 48 hours away | Full refund |
| More than 48 hours before departure, outside the above period | Travel voucher / credit |
| 24 to 48 hours before departure | No cash refund; one reschedule may be permitted |
| Less than 24 hours before departure | Non-refundable; no voucher |
| No-show | Ticket forfeited |
Approved cash refunds will ordinarily be returned through the original payment method.
Passengers should allow a reasonable processing period after approval. The actual time at which funds appear in the passenger's account may depend on the passenger's bank, card issuer or payment processor.
The passenger cancellation rules above do not apply where God Bless Ezenwata Nig. Ltd. cancels the trip.
Where the Company cancels a scheduled service and cannot provide a reasonable alternative, the passenger will be entitled to choose between:
Nothing in this section removes any statutory consumer right available under Nigerian law.
Passengers who wish to change their travel date or departure time should make the request as early as possible.
Rescheduling is subject to seat availability.
A passenger requesting rescheduling more than 48 hours before departure may change the journey subject to any clearly disclosed administrative charge and any difference in fare.
A passenger requesting rescheduling between 24 and 48 hours before departure may be permitted one rescheduling, subject to seat availability, applicable charges and any fare difference.
Requests made less than 24 hours before departure will ordinarily not qualify for rescheduling, except in exceptional circumstances approved by the Company or where required by law.
Where the fare for the new journey is higher than the original ticket price, the passenger must pay the difference before the new booking is confirmed.
The Company may delay, reschedule, reroute, substitute a vehicle or cancel a trip where reasonably necessary for safety, security, legal compliance, operational reasons or circumstances beyond the Company's reasonable control.
The Company will provide passengers with reasonably prompt notice of material changes or cancellations where practicable, and take reasonable steps to minimise inconvenience.
Passengers should arrive at the designated terminal sufficiently before the scheduled departure time.
Passengers who arrive after boarding has closed may lose their seat and be treated as No-Shows where the applicable check-in requirements were clearly disclosed.
Passengers must comply with reasonable identification, security, baggage and boarding procedures.
Passengers are responsible for ensuring that luggage is properly packed, identified and suitable for transportation.
Luggage and personal possessions are accepted and transported at the owner's risk, subject to applicable Nigerian law. The Company will not exclude liability where liability cannot lawfully be excluded or where loss or damage results from the Company's negligence or wilful misconduct.
Passengers should not place cash, jewellery, important documents, fragile items, high-value electronics or other valuables in luggage stored in the vehicle's luggage compartment.
Dangerous, illegal, explosive, flammable, corrosive or otherwise prohibited materials must not be carried on Company vehicles.
Passengers should report missing or damaged luggage to Company personnel as soon as reasonably practicable, preferably before leaving the destination terminal.
The Company will make reasonable efforts to locate reported lost property and provide reasonable assistance in processing a claim.
Passengers must behave in a manner that does not endanger or unreasonably inconvenience other passengers, drivers or Company personnel.
Smoking, unlawful drug use, fighting, harassment, deliberate damage to Company property, possession of prohibited weapons and other unlawful or dangerous conduct are prohibited.
The Company may collect and process personal data reasonably necessary to provide transportation and ticketing services, including passenger names, telephone numbers, email addresses, booking information, travel information, payment references and customer-service communications.
Personal data will be processed in accordance with the Nigeria Data Protection Act 2023 and other applicable Nigerian data-protection requirements.
The Company will apply appropriate safeguards to personal information and will only retain information for as long as reasonably necessary or legally required.
For more detail on what we collect, who we share it with, and your rights, see our Privacy Policy.
The Company may use the telephone number or email address provided during booking to send necessary service communications, including booking confirmations, payment notifications, departure information, delays and cancellations.
Marketing communications will be handled in accordance with applicable consent and data-protection requirements.
The Company may investigate bookings reasonably suspected to involve stolen or unauthorised payment instruments, false passenger information, ticket alteration, payment fraud or other unlawful activity.
Suspected criminal activity may be reported to the appropriate authorities.
Children travelling with the Company must comply with applicable ticketing and safety requirements.
The Company may require minors below a specified age to travel with a parent, guardian or responsible adult, provided the requirement is communicated before booking.
The Company will exercise reasonable care in providing transportation services.
Nothing in this Policy excludes or limits liability that cannot lawfully be excluded under Nigerian law or removes a passenger's statutory consumer rights.
Passengers with complaints concerning tickets, payments, refunds, vouchers, luggage or transportation services should contact the Company through its authorised customer-service channels.
Passengers should provide their ticket or booking reference, travel date, route, contact details and relevant supporting evidence.
The Company may review or amend this Policy to reflect operational, technological, regulatory or legal changes.
The version applicable to a booking will ordinarily be the version made available before the passenger completed payment.
This Policy and transportation services provided under it are governed by the laws of the Federal Republic of Nigeria.
Please check your name, destination, travel date, departure time, fare and payment details before completing your purchase.
Cancellation summary
Cancel within 24 hours of purchasing your ticket, where departure is more than 48 hours away: full refund.
Cancel more than 48 hours before departure, outside the full-refund period: travel voucher / credit.
Cancel 24 to 48 hours before departure: no cash refund; one reschedule may be permitted.
Cancel less than 24 hours before departure: non-refundable, no voucher.
No-show: ticket forfeited.
Luggage and personal possessions are accepted and transported at the owner's risk, subject to applicable Nigerian law.
God Bless Ezenwata Nig. Ltd.
Safe, reliable and professional transportation.