Refund & Cancellation Policy

Online passenger advance

Confirm with a fixed advance per ticket: PKR 1,000 when the fare is under PKR 5,000; PKR 1,500 when the fare is PKR 5,000–7,500; PKR 2,000 when the fare is above PKR 7,500. The rest is collected at the terminal.

ہر ٹکٹ پر مقررہ ایڈوانس ادا کر کے تصدیق کریں: کرایہ ۵٬۰۰۰ سے کم ہو تو ۱٬۰۰۰ روپے؛ ۵٬۰۰۰ سے ۷٬۵۰۰ تک ہو تو ۱٬۵۰۰ روپے؛ ۷٬۵۰۰ سے زیادہ ہو تو ۲٬۰۰۰ روپے۔ باقی رقم ٹرمینل پر وصول کی جائے گی۔

• The advance confirms your seat hold on the marketplace or a company booking page and is used toward your fare.
• Any balance of the ticket fare is collected at the bus company terminal, as shown on your ticket.
• Once the advance is successfully paid and the ticket is confirmed, that advance is non-refundable.
• Company staff counter bookings lock immediately without online advance payment.

Seat holds that expire

• After you select seats on the marketplace, a short hold (about 10 minutes) keeps them for you while you pay the advance.
• If you do not complete payment in time, or you release the hold from My bookings, the seats go back on sale. No payment was taken, so no refund applies.
• Failed or cancelled payment attempts that never confirm a ticket do not create a refundable charge.

Passenger cancellation after confirmation

• Confirmed marketplace tickets are not cancelled with an automatic online refund of the advance through KSTTS.
• If you cannot travel, contact the operating bus company (helpline on your ticket) as early as possible. Any goodwill adjustment of the remaining terminal amount is at that company's discretion — it does not reopen a refund of the KSTTS advance.

Late arrival at the terminal

To travel, you must reach the bus terminal counter at least 1 hour before departure. If you are late, your ticket may be cancelled and no refund will be given.

سفر کرنے کے لیے آپ کو بس ٹرمینل کاؤنٹر پر روانگی سے کم از کم ایک گھنٹہ پہلے پہنچنا ضروری ہے۔ دیر ہونے پر آپ کی ٹکٹ ضائع ہو سکتی ہے اور رقم واپس نہیں کی جائے گی۔

Company portals and office bookings

• On a company's own portal or at an office counter, payment and ticket rules of that operator may apply in addition to these marketplace terms.
• Cash or counter payments made directly to a bus company are between you and that company — raise those issues with their helpline.

Trip cancelled by the operator

• If the bus company cancels a trip, contact that company first using the helpline on your ticket. They handle rebooking or any terminal-side settlement.
• For a confirmed marketplace advance in that situation, contact KSTTS via Contact Us with your ticket reference. We will review with the operator. Outcomes depend on the case; this page does not promise an automatic cash refund.

Payment errors

• If your wallet or bank was charged but My bookings does not show a confirmed ticket, keep the payment proof and contact KSTTS immediately with the booking reference and transaction ID.
• We investigate with the payment provider. Duplicate or failed-settlement cases are handled case by case.

Agents

Approved booking agents follow the same advance and non-refundable rules for passenger tickets they issue through KSTTS, subject to their commission settlement with KSTTS.

Need help

Open My bookings for your ticket reference, then use Contact Us or Malumat o Shikayat. For travel-day problems, call the company helpline printed on the ticket first.

واپسی یا منسوخی کے سوال پر پہلے ٹکٹ ریفرنس دیکھیں، سفر کے دن کمپنی ہیلپ لائن کال کریں، اور پلیٹ فارم کے مسائل Contact Us سے بھیجیں۔