Support
For booking-platform, billing or account help, email support@bookabus.com.au. Book a Bus is operated by Luck Dragon Pty Ltd.
Urgent booking changes
Contact the bus company directly for an urgent change, cancellation, missing confirmation or safety issue. Use the operator contact details independently confirmed by your school. Check the affected dates and any replacement arrangements with the operator, then update the booking record when it is safe to do so.
Book a Bus does not automatically arrange replacement transport. The app, support mailbox and service emails are not emergency communication channels. Do not rely on an alert being sent or received.
What to include
Use an authorised school or company business address; if you have enabled Book a Bus emails, use that verified notification address where possible. Include your school or company name, a booking reference if relevant, and a brief description of the problem. An email address alone does not prove authority over an account or booking. If you cannot sign in, explain that in your message; we may need to verify your identity and authority through another business contact.
Do not email pupil information, passwords, access tokens, card numbers or bank details. Avoid screenshots or attachments containing school records or personal information. Support can ask for the minimum further information needed through an appropriate channel.
Billing and cancellation
Schools pay the bus company directly for transport. Discuss transport payments, cancellation charges and refunds with the operator under the accepted terms and applicable legal rights.
Bus companies can stop monthly membership renewal in Company billing using Cancel renewal. It takes effect at the end of the current paid period. It does not cancel bookings, remove records, automatically refund a payment or withdraw separate platform-fee authorisation. Contact support about a Book a Bus subscription or platform-fee payment, or if cancellation cannot be completed in Company billing.
The booking cancellation action applies to the whole booking, including remaining season rounds. It does not calculate a charge or refund. For a change to one round, agree the change with the operator and contact support before using whole-booking cancellation. Read the service terms.
Account access, privacy and closure
For access, correction, account closure, deletion or suspected unauthorised access, identify the affected account and request in your email. We verify authority and distinguish school-controlled files from Book a Bus records and provider records before acting. Report suspected unauthorised access promptly, without including credentials or pupil information.
Account closure or disconnecting storage does not itself cancel a subscription or transport booking. We review active bookings, recovery needs and records that must be retained before confirming an action or explaining a limit. See the Privacy notice for the process and data-handling details.
Privacy complaints
Email support@bookabus.com.au with the affected account and a brief description. We acknowledge the complaint, assess it, and send a written response. We usually aim to respond within 30 days where feasible; if more time is needed, we will explain why and provide an update. Do not include pupil information, passwords, access tokens, card numbers or bank details.
If you are unhappy with the response, or we have not responded within 30 days, you may complain to the Office of the Australian Information Commissioner. See the Privacy notice for the full process.