Support & Refund Policy

Effective Date: February 6, 2026

Last Updated: February 6, 2026

Overview

At Passenger.ie, we strive to provide excellent customer support and fair refund policies.

The Passenger app is available as a one-time purchase (€6.99) exclusively through the Apple App Store. All purchases and refunds are processed by Apple.

The website (passenger.ie) is free to use for Free Travel Pass holders.

Customer Support

Before requesting a refund, we encourage you to contact our support team. Many issues can be resolved quickly, and we're committed to ensuring you have a positive experience with Passenger.ie.

How to Get Support

• Email: support@passenger.ie
• Support Page: passenger.ie/support
• Response Time: We aim to respond within 2 business days
• Support Hours: Monday–Friday, 9:00–17:00 (Irish time)

Apple App Store Refunds

Purchase Information

The Passenger app is available as a one-time purchase of €6.99 on the Apple App Store. This is not a subscription – you pay once and own the app forever.

Refund Policy

All refund requests for App Store purchases must be processed directly through Apple. Passenger.ie does not have access to App Store transactions and cannot process refunds for these purchases.

How to Request a Refund from Apple

1. Visit Apple's Report a Problem page: reportaproblem.apple.com
2. Sign in with your Apple ID
3. Find your Passenger.ie purchase
4. Select "Request a Refund"
5. Choose your reason and submit

Apple's Refund Timeframe

Apple typically processes refund requests within 48 hours, but approval is at Apple's discretion based on their refund policies.

Need Help?

If you have questions about the App Store refund process, you can:

• Contact Apple Support: support.apple.com
• Contact us for assistance navigating the process: support@passenger.ie

Website (Free)

The Passenger.ie website is completely free to use for Free Travel Pass holders. There are no charges or payments required to book tickets through the website.

The website only supports booking free tickets for Free Travel Pass holders. For booking paid tickets (for anyone), please use the Passenger app.

Refund Exceptions

Apple may not grant refunds in the following circumstances:

• Violation of Terms: If your account was terminated for violating our Terms of Service
• Fraudulent Activity: If fraudulent use of the service is detected
• Excessive Use: If you've heavily used the app before requesting a refund (e.g., multiple bookings completed)

All refund decisions for App Store purchases are made at Apple's sole discretion.

Contact Information

For all support requests and questions, please contact:

Your Rights

As a consumer in Ireland/EU, you have statutory rights under the Consumer Rights Act and EU Consumer Rights Directive. Nothing in this refund policy affects your statutory rights.

For questions about your consumer rights, visit the European Consumer Centre Ireland.