FAQs
Meri Manzil provides a bus ticket booking platform connecting passengers with participating transport operators across Pakistan. Passengers may cancel eligible tickets through the Meri Manzil booking platform or an authorized customer support channel.
Cancellation charges depend on the time remaining before the scheduled departure and the applicable transport operator policy. An operator-specific policy takes precedence only if it was clearly disclosed and accepted before payment. Applicable legal rights always prevail.
Unless a different policy is displayed for a particular service, the standard refund schedule is:
| Time before departure | Fare refund | Deduction |
|---|---|---|
| 24 hours or more | 90% | 10% |
| 12 to less than 24 hours | 75% | 25% |
| 6 to less than 12 hours | 50% | 50% |
| 2 to less than 6 hours | 25% | 75% |
| Less than 2 hours | 0% | 100% |
The cancellation period is calculated against the scheduled departure time at the passenger boarding point, unless a different operator cutoff is expressly disclosed before payment.
Refund percentages apply to the ticket fare actually paid after applicable discounts. Separately disclosed booking, convenience, payment-processing and optional add-on charges are normally non-refundable for voluntary passenger cancellations, subject to applicable law.
Before confirming a cancellation, Meri Manzil will display the applicable deduction and estimated refund amount.
Passengers may request cancellation through any available authorized channel:
A booking reference and verification of the registered mobile number or passenger identity may be required. Cancellation is effective when the request is successfully recorded by Meri Manzil, not when the refund is received.
For bookings containing multiple passengers, individual seats may be cancelled where the transport operator permits partial cancellation. Applicable deductions will be calculated separately for each cancelled seat.
If a confirmed bus service is cancelled by the transport operator or Meri Manzil, the affected passenger may choose a 100% refund of the amount paid for the cancelled service, including associated booking charges, or rebooking on an available alternative service without additional booking or change charges.
No fare difference will be charged for a comparable alternative service arranged following the operator cancellation.
If departure is delayed by more than 120 minutes from the displayed departure time at the passenger boarding point, a passenger who chooses not to travel may request a full refund or an available alternative booking. Shorter delays do not automatically qualify, without prejudice to applicable law or the circumstances.
If the vehicle breaks down during the journey, the transport operator is responsible for arranging reasonable alternative transportation or an appropriate refund where the journey cannot be completed.
Passengers who fail to arrive on time, arrive at the incorrect boarding location or miss their bus for reasons within their control do not ordinarily qualify for a refund. If the missed journey is caused by a verified Meri Manzil or operator error, the passenger is eligible for a full refund or suitable alternative travel.
Rescheduling is available only where supported by the relevant transport operator and seats are available. Requests should ordinarily be submitted at least six hours before departure, subject to any disclosed operator-specific limits. Any fee or fare difference will be shown before confirmation.
Approved refunds will ordinarily be initiated within two business days after cancellation approval and generally returned to the original payment method, including an eligible bank card or mobile wallet. Banks and payment providers may take about 5-10 working days, or longer in exceptional cases, to show the credit.
Cash and counter bookings may require identity verification and settlement through an authorized counter or verified bank account.
If payment is collected but no valid booking is issued, or a duplicate payment is confirmed, the affected amount will be refunded in full. These cases are not treated as voluntary cancellations.
Services may be disrupted by road closures, severe weather, security restrictions, accidents, government orders or other extraordinary events. Where a service cannot operate, Meri Manzil will coordinate with the operator to offer a suitable alternative or a refund of the affected journey. Nothing in this policy restricts rights under applicable consumer protection laws.
The policy accepted at booking applies to that booking. Later revisions will not retroactively reduce existing refund entitlements. Passengers may raise a refund dispute with their booking reference and supporting details; Meri Manzil will review booking, payment and operator records and communicate an outcome.