The product sold is a passenger transport service, represented by a travel voucher for a specific date and trip. As no physical good is delivered, the legal 14-day right of return applicable to goods does not apply to transport services booked for a precise calendar date (under GEO 34/2014, art. 16). The cancellation policy set out below applies instead.
Cancellation and changes
1. Cancelling the trip
Cancellation of travel must be announced at least 48 hours before the departure time. Cancellation is requested at the agency that issued the voucher, by phone at 0733 032 899 or by e-mail at transfer@normandiatransport.com.
Currently, no percentage of the ticket value is withheld upon cancellation. No cancellations are made on the day of travel.
2. Changing the date or time
Any change of date or time is announced and recorded on the voucher at least 24 hours in advance, between 08:00–17:00 from Monday to Friday, subject to seat availability.
3. Promotional vouchers
The value of vouchers purchased at promotional fares cannot be refunded.
4. Refund method and timeline
An approved refund is processed by the issuing agency, using the same payment method used at purchase. For online card payments, the amount is returned to the account/card used for payment, through the NETOPIA Payments processor, normally within up to 14 days of approval of the request (also depending on the timelines of the card-issuing bank).
5. Trip cancelled by the carrier
If SIVA TRANS cancels a trip for reasons of force majeure and cannot arrange the transfer with its own means or those of a partner company, the full value of the voucher is refunded.
6. Complaints
Notices and compensation requests are submitted in writing or by e-mail within a maximum of 24 hours of the journey; the reply is sent within a maximum of one month. See also the dispute-resolution methods (ANPC / SOL) in the website footer.
The full conditions of transport are detailed on the Terms and conditions page.