Terms & Conditions – Cross-Border Single Journey Tickets

1.1 In these Terms and Conditions:

Appointed Merchant

A third party appointed in writing by HISB to sell Tickets through its own website, app or platform (a "Merchant Platform").

CIQ

Any customs, immigration and quarantine checkpoint on the route, in Malaysia or Singapore.

Fare

The price shown at the point of purchase for the route, direction, passenger category and travel date selected.

Fare Adjustments

HISB's published schedule of fares, concession categories and their conditions for the Services, set out in the Causeway Link Terms and Conditions and Fare Adjustments, as amended from time to time.

General Terms and Conditions

The Causeway Link Terms and Conditions published by HISB, as amended from time to time.

Passenger or you

The purchaser of a Ticket and any person travelling on it.

Payment Provider

Any bank, card scheme, e-wallet, payment gateway or other third party that processes payment, including ManjaPay.

Privacy Policy

The Causeway Link Privacy Policy published by HISB, as amended from time to time.

Redeem or Redemption

To activate a purchased Ticket in the LUGO App under Clause 5.3. "Redeem" and "validate" have the same meaning.

Sales Channel

A Ticketing Counter, an HISB self-service Kiosk, the Online Portal (causewaylink.com.my and related HISB sites), the LUGO App, or a Merchant Platform.

Service

A scheduled HISB cross-border bus service between Malaysia and Singapore, including any connecting service HISB designates as part of the journey.

Ticket

A Single Journey Ticket, digital or printed, for one Passenger, one journey, one direction, on the Service shown.

Ticket Reference

The QR code, barcode or other code issued to evidence a Ticket.

Ticketing Counter

A ticket sales counter operated by HISB or its authorised agent at a terminal, CIQ or other location.

Travel Window

The three (3) hours starting when a Ticket is redeemed, within which it must be used to board.

Validity Period

The period within which a Ticket must be redeemed in the LUGO App, as stated on the Ticket or in Clause 5.

Website

www.causewaylink.com.my and any HISB sub-domain.

1.2 If these Terms and Conditions conflict with HISB's General Terms and Conditions or the terms of an Appointed Merchant or Payment Provider, these Terms and Conditions prevail for the purchase and use of Tickets.

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.

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.

7.4 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.