CeyBus FAQ: bus booking, refunds, and payments
Cancel at least 6 hours before departure for a 100% refund, pay securely by card, and board with an offline QR. Below are the 11 most-asked CeyBus booking questions.
How can I cancel a bus ticket on CeyBus?
Cancel from Dashboard → My Bookings at least 6 hours before departure for a 100% refund. Between 6 and 2 hours, contact Customer Support (+94 74 410 4300, support@ceybus.lk) for a refund or a move. No refund within 2 hours of departure or if you miss the bus. A wallet refund credits your CeyBus Wallet. A card refund returns to the original card, and the timing depends on the bank.
Wallet credit / Card refund Wallet credit Card refund Credits your CeyBus Wallet when the booking is eligible. Seat released now. The refund goes back to the original card, and timing depends on your bank. Step-by-step guide
Open Dashboard → My Bookings, select the trip, tap Cancel, and confirm. A wallet refund credits your CeyBus Wallet when eligible. Card refunds need admin approval after seats are released via Bancstac. For operator-cancelled trips, a full refund including service fees is issued.
How long are seats held when booking and paying by card?
Seats stay locked for 5 minutes while you enter details. After you open the card page, you have up to 30 minutes to finish OTP.
Step-by-step guide
If you do not start payment in time, the 5-minute lock expires and the seat returns to the pool. After you are redirected to the secure card page, the reservation is held for up to 30 minutes to complete OTP / 3DS.
Do I need an internet connection to board?
No. You can download your ticket as a PDF or save the QR code image to your phone in advance and present it to the conductor offline.
What payment methods are supported?
Visa, Mastercard, American Express, and UnionPay via secure bank-hosted checkout. Bank transfer and CeyBus Wallet appear when enabled for your booking.
Can I see where my bus is?
Open your booking. A map is shown only after a location has been stored for that trip. Until then, use the departure time on your ticket.
What happens if my bus is late or cancelled?
If the operator cancels the trip, CeyBus issues a full refund or moves you to another bus. That is handled by CeyBus staff.
How do I contact support?
Use the chat icon, email support@ceybus.lk, or WhatsApp +94 74 410 4300. Agents reply 6:00 AM to 10:00 PM every day.
Step-by-step guide
Tap the chat icon in the bottom-right of any page for the in-app thread. Email and WhatsApp reach the same support queue during those hours.
How do I board at Makumbura multimodal terminal?
Search corridors that list Makumbura as origin or destination. Board at the stand shown on your trip card; allow 15 minutes before departure for QR check-in.
What bus classes appear on CeyBus?
Operators list coach amenities on the trip card — A/C and assigned seats. Confirm class and boarding stand before you pay; labels vary by operator.
Are card payments secure on CeyBus?
Yes. Card checkout runs on a bank-hosted payment page over TLS. CeyBus never stores your full card number — you complete payment on the secure gateway and receive an e-ticket only after authorization is confirmed.