Support & Refund Policy

Effective Date: February 6, 2026

Last Updated: June 10, 2026

Overview

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

The Passenger app is free to download on the Apple App Store (iPhone) and Google Play (Android). Your first booking is free; after that, a once-off in-app purchase of €9.99 unlocks unlimited bookings — no subscription. All purchases and refunds are processed by Apple or Google, depending on where you made the purchase.

The website (passenger.ie) is free to browse and provides information about the service.

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 free to download. The only purchase is a once-off in-app purchase of €9.99 (after your free first booking) that unlocks unlimited bookings. This is not a subscription – you pay once.

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

Google Play Refunds

Refund Policy

If you made your purchase on an Android device, refunds are processed by Google. Passenger.ie cannot process Google Play refunds directly.

How to Request a Refund from Google

1. Visit your Google Play Order History: play.google.com/store/account/orderhistory
2. Find your Passenger purchase
3. Select Request a refund or Report a problem
4. Choose your reason and submit

Google typically responds within a few days. Refunds requested within 48 hours of purchase are usually processed automatically. For help, see Google Play refund support or contact us at support@passenger.ie.

Website (Free)

The Passenger.ie website is completely free to browse. It provides information about the service and links to download the app — no charges or payments are taken through the website.

Ticket booking happens in the Passenger app, available for iPhone and Android.

Refund Exceptions

Apple or Google 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 in-app purchases are made at Apple's or Google'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.