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I do not recommend calling customer care for any kind of refund whatsoever. My husband purchased a ticket for someone, paid it in cash,and the person never got on the bus. The receipt says its refundable. Customer services said it is not. We had to go out of town for an emergency. So we tried to handle it by phone. Now we have to go to the terminal where we purchased the ticket when we get back because customer service can't get their shot together. This company is a conspiracy.