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Return and Cancellation Policy

1. Overview

This Return and Cancellation Policy applies to all tickets purchased through the NATCO official website (natco.gov.pk), the NATCO Mobile Application, and the Bookme.pk platform for NATCO services. Passengers are advised to read this policy carefully before making a booking.

Passengers are advised to read this policy carefully before making a booking.

2. Ticket Cancellation & Refund Schedule

Cancellation Timing Deduction Refund Amount
Ticket cancelled at least 30 minutes before the scheduled departure time of the bus. 25% 75% of ticket price
Ticket cancelled after the bus has departed. No refund No refund
No-show (did not cancel, did not travel) 100% No Refund

3. Important Cancellation Rules

  • After Bus Departure: After Bus Departure: If a passenger cancels a ticket after the bus has already departed, a 25%administrative deduction applies on the ticket value. This applies regardless of the reason for cancellation.
  • No-Show Policy: If a passenger neither travels nor cancels their booking, no refund will be issued.
  • Processing Fee: A nominal payment gateway processing fee (as charged by PayFast/Bookme) maybe deducted in addition to the cancellation deduction.
  • Refund Timeline: Refund Timeline: Approved refunds will be processed within 7-14 working days to the originalpayment method.

4. How to Cancel a Ticket

Passengers can cancel their tickets through the following channels:

  • NATCO Mobile App (Google Play): Navigate to 'My Bookings' > Select ticket > 'Cancel Ticket'
  • Website: Login to natco.gov.pk > My Bookings > Cancel
  • Bookme.pk: Login to your account and cancel under 'My Orders
  • Customer Support: Call 051-8307777 (24/7) with your booking reference number
  • NATCO Terminal: Visit any NATCO terminal counter with your booking confirmation

5. Non-Refundable Cases

Refunds will NOT be issued in the following cases:

  • 1. Passenger fails to board without prior cancellation (no-show).
  • 2. Ticket has been used (passenger has traveled).
  • 3. Booking made through an unauthorized third party.
  • 4. Cancellation request submitted after 48 hours of the departure time (post-journey).

6. Service Disruptions by NATCO

In case of service cancellation, route changes, or significant delays caused by NATCO:

  • 1. Passengers will be entitled to a full 100% refund OR a free rescheduling to the next available bus.
  • 2. In case of force majeure events (natural disasters, road closures, Government orders), NATCO will offer rescheduling; refunds will be processed as per Administrative Directives.
  • 3.NATCO is not liable for delays caused by weather conditions, road blockages, or circumstances beyond its control.

7. Courier & Cargo Returns

  • 1. Courier and cargo items, once dispatched, are non-returnable unless damaged in transit due to NATCO negligence.
  • 2. Claims for damaged cargo must be reported within 24 hours of delivery with supporting evidence.
  • 3. NATCO's liability for cargo damage is limited to the declared value of the shipment.

8. Contact for Refund Queries

  • Phone: 051-8307777 (24/7 Helpline)
  • Email: feedback@natco.gov.pk
  • Bookme Support: support@bookme.pk