2.1 These terms cover every Single Journey Ticket sold by HISB or an Appointed Merchant through any Sales Channel, whether paid by cash or by cashless means. ManjaLink cards, bus passes, express tickets and charters are subject to their own terms.

2.2 A contract is formed only when a Ticket Reference is issued after payment is received in full (for cashless payments, once confirmed by the Payment Provider). An order or an uncaptured authorisation creates no contract and reserves no seat. HISB may decline any order before issue (for example a mispriced Fare, suspected fraud or a withdrawn Service) and will refund any amount charged.

2.3 You must be 18 or older (or supervised by a parent or guardian who accepts these terms), be authorised to use the payment method, and give accurate information. If you buy for others, you accept these terms on their behalf.

2.4 You are responsible for your account credentials and all activity under your account. Report suspected misuse to HISB immediately (Clause 17).

3.1 Tickets are sold through the Sales Channels only. Cash is accepted at Ticketing Counters only; it is not accepted on board, and all other channels are cashless. HISB may add, suspend or withdraw a channel at any time. Whichever channel you buy through, the Ticket must be redeemed in the LUGO App before boarding (Clause 5.3), so you need a registered LUGO account and a compatible device.

3.2 Online Portal and LUGO App: a purchase is confirmed only when the Ticket Reference is displayed on the LUGO App, email or by any other means as determined by HISB from time to time. You must supply correct contact details, keep your device charged and the App updated, and be able to display the Ticket Reference at boarding. Screenshots or forwarded images may be rejected if HISB cannot verify them.

3.3 Ticketing Counter and Kiosk: the transaction is complete when the printed Ticket is issued. The printed Ticket carries a QR code, which you scan in the LUGO App to redeem it (Clause 5.3); keep it safe until redeemed. Counters and Kiosks do not reprint. If a Kiosk deducts payment but dispenses no Ticket, do not repurchase; report it to HISB with the kiosk location, time and payment details, and HISB will refund or reissue once the deduction is verified.

3.4 Merchant Platform: Appointed Merchants act as HISB's agent only to collect the Fare and issue a Ticket Reference. Their fees, promotions, loyalty schemes and customer-service commitments are their responsibility alone and do not bind HISB. The Ticket Reference issued by the Appointed Merchant is a QR code, which you scan in the LUGO App to redeem it (Clause 5.3). The Appointed Merchant's own terms and privacy policy also apply.

3.5 Tickets bought from anyone who is not an Appointed Merchant listed on the Website are not recognised and may be refused at boarding without refund.

4.1 Fares are as displayed at purchase and vary by route, direction, passenger category and date. Departures from Malaysia are priced in Ringgit Malaysia (RM) and from Singapore in Singapore Dollars (SGD) unless stated otherwise. HISB may change Fares at any time, subject to regulatory approval; a change does not affect a Ticket already issued.

4.2 Concession Fares (children, students in uniform, OKU, senior citizens) apply only to the categories, directions and conditions in HISB's Fare Adjustments. Carry proof of eligibility (MyKid, MyKad, OKU card, student ID or passport) and show it on request; without it you must pay the difference to the adult Fare or may be refused travel without refund.

4.3 Payment is made in full at purchase, in cash at a Ticketing Counter or by a cashless method through a Payment Provider. HISB does not store full card details. Foreign-exchange rates, cross-border and e-wallet charges are set by the Payment Provider and are not refundable by HISB. Any booking or service fee is shown before you confirm and is non-refundable unless these terms provide for a full refund.

4.4 Fares include applicable taxes in Malaysia (including Service Tax) and Singapore (including Goods and Services Tax), where chargeable, unless stated. If a Fare is displayed at an obviously incorrect price, HISB may cancel the Ticket and refund it before departure. Promotions are subject to their own terms, have no cash value and may be withdrawn; a Ticket obtained by misusing a promotion may be cancelled.

4.5 Contact HISB before raising any chargeback or payment dispute. HISB may recover the costs of an unjustified chargeback and suspend your account.

5.1 A Ticket is valid for one Passenger, one journey, one direction, on the Service shown. It is not valid for a return, another route or direction, or any other HISB service.

5.2 A Ticket must be redeemed within its Validity Period, which ends at 23:59 (Malaysia/Singapore time): for a Ticket bought in the LUGO App, on the second day after the day of purchase (three calendar days including the day of purchase); for a Ticket bought through any other Sales Channel (a Ticketing Counter, Kiosk, the Online Portal or a Merchant Platform), on the day of purchase. A Ticket not redeemed within its Validity Period expires automatically, with no refund or extension.

5.3 Before boarding, redeem (validate) the Ticket in the LUGO App (for a printed or Merchant Platform Ticket, by scanning its QR code with the app). You choose when to redeem within the Validity Period; do not redeem until you are ready to travel. Once redeemed, the Ticket must be used to board within three (3) hours (the Travel Window), after which it expires with no refund, credit or extension, even if the Validity Period has not ended. Redemption cannot be reversed or transferred to another Ticket.

5.4 Boarding is first come, first served. A Ticket does not guarantee a seat or a particular departure. If a bus is full, wait for the next bus on the same Service within the Travel Window.

5.5 Present the Ticket Reference for scanning at boarding and keep it until you alight. Each Ticket Reference is validated once only; once scanned it is used. HISB's electronic records are conclusive absent manifest error. A Passenger who cannot present a valid Ticket Reference must pay the full Fare.

5.6 A Ticket is not transferable once validated or once the journey begins. A named Ticket may be used only by that person. Tickets may not be resold or used commercially without HISB's written consent; HISB may cancel such Tickets without refund and refuse carriage.

5.7 Check the route, direction and category before paying. HISB need not correct or refund a Ticket bought in error.

6.1 Tickets are non-refundable, non-exchangeable and non-transferable once issued, except under this Clause 6 or as required by law.

6.2 No refund is given if you do not travel, do not redeem within the Validity Period or board within the Travel Window, board a different service, choose the wrong route, direction or category, cannot display the Ticket Reference, are refused or delayed by immigration or customs, are refused carriage under Clause 7 or 10, or change your plans for any reason.

6.3 HISB will refund the amount paid, or at its option issue a replacement Ticket, if it cancels the Service for the rest of the Validity Period or Travel Window with no alternative Causeway Link service on that route. HISB may also refund or reissue at its discretion in other cases (for example a verified duplicate charge); doing so once creates no entitlement.

6.4 Refund requests must reach HISB in writing within 7 days of the purchase date with the Ticket Reference, channel and proof of payment. Approved refunds are made by the original payment method (for cash purchases, by bank transfer), for the amount HISB received, and may take up to 14 working days; Payment Provider charges are not refunded. Refunds for Merchant Platform purchases are handled by the Appointed Merchant. HISB's decision is final.

7.1 Board only at the designated boarding point and present the Ticket Reference as directed. Where you alight at a CIQ for clearance, re-board a bus of the same Service; failure to re-board within the Travel Window gives no refund.

7.2 HISB may refuse boarding or remove, without refund, any Passenger who cannot present a valid Ticket Reference or concession proof; who is intoxicated, abusive, threatening or endangers others; who ignores staff instructions, checkpoint procedures or the laws of Malaysia or Singapore governing conduct on public service vehicles; who carries a prohibited item; or who misuses a Ticket.

7.3 Prohibited items: flammable, explosive, corrosive or toxic materials; weapons; animals other than assistance animals; goods prohibited by Malaysian or Singapore customs; e-vaporisers (vapes) and related products, which are prohibited in Singapore under the Tobacco (Control of Advertisements and Sale) Act 1993; and anything staff consider unsafe or too large. No eating, drinking, smoking, vaping or alcohol on board.

7.4 Keep your belongings with you. HISB does not take custody of luggage and is not liable for loss, damage or theft of personal property. You are liable for damage you cause to HISB property. Children under 12 must be accompanied by an adult.

8.1 A Ticket gives a right to carriage only, not a right to enter, leave or transit Malaysia or Singapore.

8.2 You are solely responsible for holding a valid passport, visa, arrival card, work pass and any other document required by either country, and for clearing immigration, customs and security yourself in compliance with the Immigration Act 1959/63 and the Customs Act 1967 (Malaysia), the Immigration Act 1959, the Customs Act 1960 and the Regulation of Imports and Exports Act 1995 (Singapore), and the requirements of the Immigration Department of Malaysia, the Royal Malaysian Customs Department, the Immigration & Checkpoints Authority (ICA) of Singapore and Singapore Customs. HISB does not check travel documents and is not liable if you are refused entry or exit, detained, fined or delayed, or for any resulting loss.

8.3 Buses do not wait at a CIQ. If delayed, board the next bus of the same Service within the Travel Window; no refund is given if the Travel Window lapses.

8.4 Do not carry goods for others or undeclared restricted goods. Both countries impose severe penalties, including for drug offences under the Dangerous Drugs Act 1952 (Malaysia) and the Misuse of Drugs Act 1973 (Singapore), and for undeclared dutiable, controlled or prohibited goods. HISB may refer any Passenger or item to the authorities where it suspects a breach of law. Routes, checkpoints and boarding arrangements are subject to government and checkpoint-authority requirements, and HISB may alter or suspend a Service to comply.

9.1 Timetables are indicative and do not form part of the contract. HISB may cancel, delay, divert, curtail or substitute any Service, or change its route or boarding point, for operational, safety, security or regulatory reasons, and will notify Passengers where practicable.

9.2 HISB is not liable for delay, cancellation or non-performance caused by events beyond its reasonable control, including Causeway or Second Link congestion; CIQ queues, closures or outages; acts of any authority in either country (including APAD, the LTA, the Immigration Department of Malaysia, the Royal Malaysian Customs Department, the ICA and Singapore Customs); road works, accidents or breakdowns; weather, haze or flood; public-health measures; industrial action or civil unrest; fire, terrorism or fuel shortage; or failure of any telecommunications, payment, power or IT system not operated by HISB.

9.3 HISB is not liable for consequential loss from delay or cancellation, including missed connections, flights, appointments, accommodation or alternative transport.

9.4 Sales Channels may be unavailable from time to time. HISB does not guarantee uninterrupted availability and is not liable for any inability to buy, redeem, display or validate a Ticket; other accepted payment methods remain available on the Service. Where the LUGO App or scanning is unavailable, staff may validate Tickets manually.

10.1 Treat the Ticket Reference like cash. Anyone presenting a valid, unused Ticket Reference may be permitted to travel, and HISB need not replace or refund one that is lost, deleted, stolen, shared or screenshotted. A torn, defaced or unscannable printed Ticket cannot be redeemed and may be refused; HISB may verify and reissue at its discretion.

10.2 HISB may refuse or cancel without refund any Ticket it reasonably believes is forged, altered or copied; already used or expired; bought with a stolen or unauthorised payment method or subject to a chargeback; obtained by misusing a promotion or a system error; bought by automated means or in bulk for resale; or resold in breach of Clause 5.6.

10.3 Where fraud or misuse is suspected, HISB may suspend the account, block the payment method, withhold refunds, report to the authorities in Malaysia or Singapore, share information with Payment Providers and Appointed Merchants, and recover any Fare evaded and any loss incurred. Travelling without a valid Ticket may also lead to prosecution under the laws of Malaysia or Singapore.

11.1 An Appointed Merchant is an independent contractor with no authority to vary these terms or make representations on HISB's behalf. HISB is not liable for any act, omission, outage, data breach or insolvency of an Appointed Merchant or Payment Provider. HISB may appoint or remove Appointed Merchants at any time; Tickets already issued remain valid.

11.2 The digital Sales Channels may link to or integrate with third-party services (Payment Providers, map providers, app stores, social media). HISB does not control or endorse them, and your use of them is at your own risk.

12.1 Nothing in these terms excludes liability for death or personal injury caused by HISB's negligence, for fraud, or for any liability that cannot be excluded or limited under Malaysian law (including the Consumer Protection Act 1999) or, for a Passenger to whom they apply, under Singapore law (including the Unfair Contract Terms Act 1994 and the Consumer Protection (Fair Trading) Act 2003).

12.2 Subject to Clause 12.1, HISB, HI Mobility Berhad and their directors, employees, agents and contractors are not liable for indirect or consequential loss; loss of profit, income or opportunity; missed connections, flights, events or accommodation; loss of or damage to property; or any loss arising from delay, cancellation or unavailability of a Service or Sales Channel, or from the acts of any authority, Appointed Merchant or Payment Provider.

12.3 Subject to Clause 12.1, HISB's total liability in connection with a Ticket is limited to the Fare paid for it. The digital Sales Channels are provided "as is" without warranty, to the fullest extent permitted by law.

12.4 You indemnify HISB, HI Mobility Berhad and their personnel against all claims, losses, fines, costs and legal fees arising from your breach of these terms or of any Malaysian or Singapore law, any unjustified chargeback, any damage or injury you cause, or any third-party claim arising from your acts.

12.5 Claims must be notified in writing within 30 days of the event, failing which they are waived to the extent the law permits.

13.1 HISB collects and processes personal data provided when you buy, redeem and use a Ticket (including name, contact details, tokenised payment data, device identifiers, journey and validation records, and concession proof) in accordance with the Personal Data Protection Act 2010 (Malaysia), the Personal Data Protection Act 2012 (Singapore) to the extent it applies to personal data collected in Singapore or from Passengers in Singapore, and the Privacy Policy, which forms part of these terms. By purchasing a Ticket you acknowledge that you have read the Privacy Policy and consent to the processing described in it.

13.2 The Privacy Policy sets out the purposes for which HISB processes personal data (including performing the contract of carriage, processing payments and refunds, customer support, fraud and crime prevention, legal compliance and marketing), the parties with whom HISB may share it (including its group companies, agents, Payment Providers, Appointed Merchants and, where required, the authorities), and how you may access or correct your data or withdraw consent, using the contact details given in the Privacy Policy. If these terms and the Privacy Policy conflict on personal data, the Privacy Policy prevails.

13.3 Data collected by an Appointed Merchant on its Merchant Platform is governed by that Appointed Merchant's own privacy policy. CCTV may operate on buses, at kiosks and at terminals for safety and fare enforcement.

13.4 Personal data collected in Singapore may be transferred to and processed in Malaysia by HISB and its service providers; HISB will protect transferred data to a standard comparable to that required by the Personal Data Protection Act 2012 (Singapore). Marketing messages are sent only with your consent and in compliance with the Do Not Call provisions of that Act and the Spam Control Act 2007 (Singapore) where they apply. Requests to access or correct personal data, or to withdraw consent, under the law of either country may be made to the contact in Clause 17.

14.1 The Online Portal, Kiosks and LUGO App, their content, software, trade marks (including Causeway Link, LUGO, ManjaLink and ManjaPay), route data and Ticket formats belong to HISB or its licensors and are protected under the intellectual-property laws of Malaysia and Singapore. You may use them only to buy and use Tickets for personal travel.

14.2 You must not copy, reverse-engineer or modify any Sales Channel or Ticket format; use bots, scrapers or automation; bypass any security, validation or anti-fraud feature; introduce harmful code or disrupt HISB systems; use a channel for advertising or data collection; or use HISB's marks or hold yourself out as its agent. HISB may suspend access, cancel Tickets and take legal action for any breach. The LUGO App is also subject to Apple or Google app-store terms and its own licence.

15.1 HISB may amend these terms at any time by publishing the new version on the Website and, where practicable, in the LUGO App. The version in force at purchase governs that Ticket; continued use after publication is acceptance. Review these terms before each purchase.

15.2 HISB may suspend or terminate your access to any Sales Channel or account, with or without notice, for breach, suspected fraud or where required by law or a Payment Provider, and may withdraw Ticket sales from any channel or route. Tickets already issued remain valid within their Validity Period unless cancelled under Clause 10.

15.3 Clauses 4.5, 5.5, 6, 10 to 14 and 16 survive termination.

16.1 These terms and any dispute arising from them or a Ticket are governed by the laws of Malaysia, and the Malaysian courts have exclusive jurisdiction; this does not prevent HISB from bringing proceedings in Singapore or wherever you are located. Before any legal action, raise the complaint with HISB under Clause 17 and allow 30 days for resolution. This Clause does not remove any protection under the consumer laws of Malaysia or Singapore that cannot be excluded by agreement; eligible claims may be brought before the Tribunal for Consumer Claims (Malaysia) or the Small Claims Tribunals (Singapore).

16.2 These terms, the documents referred to in the Preamble and the Ticket form the entire agreement. If any provision is unenforceable, the rest continues in force. No delay by HISB in enforcing a right is a waiver. You may not assign your rights; HISB may assign or subcontract to an affiliate or successor. HI Mobility Berhad and the persons indemnified under Clause 12 may enforce the terms expressed for their benefit; no one else has third-party rights.

16.3 The English version prevails over any translation. HISB may give notice via the Website, the LUGO App, email, WhatsApp or SMS; notices to HISB must be in writing to the address in Clause 17.

17.1 Handal Indah Sdn. Bhd. (199401001789 (287467-M))

Email: feedback@support.causewaylink.com.my

Hotline: +(607) 360 2244 (24 Hours)

Help centre: www.causewaylink.com.my/help

Quote the Ticket Reference, channel, purchase date and time, route and proof of payment. For Merchant Platform purchases, contact the Appointed Merchant first.