Refund Policy
COSCO Bus Services — Mobile Application & Website
Thank you for booking with COSCO Bus. This Refund Policy explains our approach to cancellations and refunds for tickets purchased through our mobile application or website. By making a purchase, you agree to the terms of this policy.
1Cancelling Your Own Booking
You can cancel a booking yourself within 1 hour of making it. After that window closes, the booking is final and cannot be cancelled or reversed — no exceptions.
When you book a seat, it's reserved exclusively for you and removed from availability for every other passenger immediately — this short window is what lets us give you a real chance to undo a mistake without letting bookings sit open and unfairly block seats from other travellers.
(The 1-hour window must also fall before the route's booking cutoff and before the bus's scheduled departure — in practice this only matters for a trip booked very close to departure, where cancellation may close sooner than a full hour.)
If you cancel within the window, a cancellation service fee of LKR 100 is deducted, and the remaining amount is refunded to your original payment method within 2 business days. Cancelling takes effect immediately, but the refund itself is not instant — see Refund Processing Time below.
Before you pay, the app always shows a final confirmation screen with your route, travel date, seat, and total amount. Please review these details carefully and confirm only when you are sure — cancelling cannot be undone once submitted.
2Trip Cancellations or Changes by COSCO Bus
A separate case from cancelling it yourself: if we or the bus operator cancel a trip, or make a significant change to it (such as cancelling the scheduled bus entirely, or assigning a different bus that can't accommodate your seat), you are entitled to a full refund of the ticket fare — no cancellation fee applies — or the option to reschedule to another available trip free of charge. We will notify you in the app and via push notification as soon as possible if this occurs. If this happens outside your usual cancellation window, contact us through the app's support/complaint option so our team can review and process your refund.
3Failed or Duplicate Payments
If a payment is deducted from your account but the booking was not confirmed (for example, due to a network error or a duplicate charge), this is not treated as a cancellation — it is a payment error, and the amount will be reversed. Please contact our support team with your transaction reference if this happens:
Email: [email protected]
Phone: +94 71 67 31 827
4Refund Processing Time
If you cancel your own booking within the window described above, your refund (ticket fare + service charge, minus the LKR 100 cancellation fee) is processed within 2 business days. Cancelling itself is immediate; the refund is not — this timeframe is not automatic and may occasionally take longer.
For the exceptions in Section 2 (operator-cancelled trips) or Section 3 (failed/duplicate payments), approved refunds are processed back to your original method of payment through our payment gateway partner, PayHere, typically within 5–10 business days for card payments and 3–7 business days for mobile wallets or bank transfers. Actual timing may depend on your bank or card issuer. We do not store your full card details — all payments are handled securely by PayHere.
5Changes to This Policy
We may update this Refund Policy from time to time. Changes will be posted on this page with a revised "Last Updated" date. Continuing to use our Services after changes take effect constitutes acceptance of the updated policy.
6Contact Us
If you have any questions about this Refund Policy or a specific booking, please contact us:
This Refund Policy was last updated on September 3, 2026.
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