Cancellation and Refunds
Clear timelines, deduction percentages, and processing procedures for passenger ticket cancellations
Passenger Cancellation Tiers
Refund eligibility depends strictly on the remaining duration prior to the scheduled bus departure time.
More than 24 Hours
Prior to scheduled bus departure
A nominal 10% to 20% administrative handling charge is retained to cover payment gateway settlement expenses.
12 to 24 Hours
Prior to scheduled bus departure
A 50% reservation cancellation penalty is assessed due to short notice release of reserved bus seats.
Less than 12 Hours
Or after departure / No Show
Within 12 hours of departure or following bus dispatch, seats cannot be resold and bookings become strictly nonrefundable.
How to Request a Cancellation
To cancel a booking, passengers must initiate a formal request before the departure time using one of our verified passenger service channels:
- Call our 24/7 dedicated helpline at +94 11 234 5678 and provide your Booking Reference Code along with your registered mobile number.
- Send an urgent written cancellation notice via WhatsApp or email to support@bookmyseat.lk containing your digital ticket details.
Notice: The official cancellation timestamp is determined strictly when our system or support executive receives your request, not when you first attempt to call or compose an inquiry.
Reimbursement Method and Processing Timeframe
All eligible refunds are automatically credited back to the initial payment source used during checkout. If you paid using a Visa or MasterCard credit or debit card, the reimbursement is submitted to the card acquiring bank.
Approved refunds are submitted to our payment gateway within 24 hours. The credited funds normally appear on your bank statement within 5 to 7 working banking days, depending on your individual bank clearance schedules in Sri Lanka.
Service Cancellations by the Bus Operator
In the rare event that a bus operator cancels a scheduled service due to mechanical failure, impassable road conditions, or unexpected operational emergency:
- The bus operator may arrange an equivalent replacement bus to transport passengers to their destinations.
- If no satisfactory alternative vehicle is provided, passengers are entitled to a complete 100% full refund of their ticket fare without any cancellation deduction.
Nonrefundable Convenience and Third Party Fees
Payment gateway transaction surcharges and telecom SMS delivery fees incurred during initial ticket issuance are third party direct expenses and are strictly nonrefundable in passenger initiated cancellations.
Need assistance cancelling a trip?
Our passenger support representatives are standing by 24 hours a day to guide you through urgent cancellations or refund inquiries.