Conditions of Carriage

1. What this document is

1. These Conditions of Carriage set out the baseline conditions that every bus operator listed on CityBus.lk must meet. They apply to every journey you book through the CityBus.lk website or the CityRide mobile app.
2. They form part of, and should be read with, our Terms and Conditions. Where these Conditions and the Terms conflict, the Terms take precedence.
3. CityBus.lk is a booking platform, not a bus company. The journey itself is provided by an independent operator under a contract of carriage between you and that operator. These Conditions describe what that operator has agreed with us to offer you as a minimum.
4. An individual operator may apply stricter or more generous rules of its own — for example a longer boarding window, a smaller luggage allowance, or a more flexible refund policy. Where an operator's own policy applies to your journey, it is shown to you at booking, before you pay, and is recorded against your ticket.
5. An operator's own rules may never reduce your protection below the baseline in this document, and may never reduce your rights under the Consumer Affairs Authority Act, No. 9 of 2003 or any other applicable Sri Lankan law.
6. By ticking the acceptance box before payment, you confirm that you have read and accept these Conditions and any operator policy shown to you for that journey.

2. Boarding

1. Arrive at least 15 minutes before the scheduled departure time at the boarding point shown on your ticket, unless the operator's policy for your journey states a longer period.
2. You must be able to present your digital ticket — on screen or printed — showing your ticket number and booking reference.
3. You must also carry valid photographic identification (National Identity Card, passport, or driving licence). The operator may check that the name on the ticket matches your identification and may refuse boarding if it does not.
4. The operator is not obliged to wait for you. Buses depart on schedule. A driver who waits delays every other passenger on board.
5. Boarding may be refused where you cannot produce a valid ticket, where the ticket has been altered, copied or already used, or where clause 7 (passenger conduct) applies.
6. Your seat is held for the specific service, date and departure time on your ticket. It is not transferable to another service.

3. Missed departures and no-shows

1. If you are not at the boarding point when the service departs, you are a no-show.
2. No refund is due for a no-show unless the operator's own policy for that journey expressly allows one.
3. A missed departure does not entitle you to travel on a later service. If you still wish to travel, you must make a new booking and pay the applicable fare.
4. This applies however the departure was missed, including delays on your journey to the boarding point, traffic, or a misreading of the departure time.
5. If you know in advance that you cannot travel, cancel the booking under clause 4 rather than simply not turning up. Cancelling will usually return more of your money than a no-show.

4. Cancellation and refund window

1. Before payment. A booking that has not yet been paid for can be cancelled at no cost, and expires automatically after 15 minutes.
2. After payment. Where you cancel a paid booking, the minimum proportion of the Fare returned to you is:
   • More than [X] hours before departure — [X]% of the Fare
   • Between [X] and [X] hours before departure — [X]% of the Fare
   • Less than [X] hours before departure — [X]% of the Fare
   • After the scheduled departure time — no refund (see clause 3)
3. The CityBus.lk Booking Fee is separate from the Fare. It covers the service we have already performed in arranging your booking and is non-refundable where you choose to cancel. It is refunded in full where the cancellation is caused by us or by the operator (clause 5).
4. How to cancel. Cancel through the CityRide app or the CityBus.lk website, or contact [support@citybus.lk] quoting your booking reference. The time of cancellation is the time we receive your request.
5. How refunds are paid. Approved refunds are returned to the original payment method. We process our part within [X] business days of approval. How long it then takes to appear on your statement depends on your bank and is outside our control.
6. Changes instead of cancellation. Where the operator permits date, time or route changes, you may request one through the platform. Changes are subject to availability, any operator change fee, and payment of any difference in fare.

5. Changes by the operator

1. Cancellation by the operator. If the operator cancels the service, you are entitled to a full refund of both the Fare and the CityBus.lk Booking Fee, or to be rebooked onto another service where one is available and you prefer that. We will notify you using the contact details on your account.
2. Substitution of vehicle. The operator may substitute a different vehicle where necessary for safety or operational reasons. If the substitute vehicle is of a lower category than the one you booked (for example a semi-luxury coach in place of a luxury coach), you are entitled to a refund of the difference in fare.
3. Rescheduling. If the operator moves the departure time by more than [X] hours, you may either accept the new time or cancel for a full refund of the Fare and the Booking Fee.
4. Change of boarding or drop-off point. Where the operator materially changes the boarding or drop-off point, you will be notified and may cancel for a full refund if the new point is not reasonably convenient for you.
5. The rights in this clause are in addition to, and do not limit, any right to compensation you may have against the operator under the contract of carriage or under Sri Lankan consumer law.

6. Luggage

1. Standard allowance. Unless the operator's policy for your journey says otherwise, each passenger may carry [X] kg of hold luggage and one item of hand luggage that fits under the seat or in the overhead rack.
2. Oversized and excess items. Items above the allowance, and bulky items such as bicycles, surfboards, large musical instruments and household goods, are carried only at the operator's discretion, subject to space, and may attract an additional charge payable to the operator.
3. Prohibited goods. You must not carry any item that is illegal, dangerous or offensive, including firearms and ammunition, explosives, fireworks, flammable liquids or gases, corrosive or toxic substances, illegal drugs, or any live animal other than a recognised assistance animal.
4. The operator may refuse to carry, or may remove, any item it reasonably believes falls within clause 6.3, and may refuse boarding to a passenger carrying such an item. No refund is due in that case.
5. Property is carried at the owner's risk. Your belongings remain your responsibility at all times, including items placed in the luggage hold. Neither the operator nor CityBus.lk accepts liability for loss of, theft of, or damage to personal property, except where caused by that party's own negligence.
6. Do not leave money, jewellery, electronics, medication, travel documents or other valuables in hold luggage. Keep them with you.
7. Lost property. Items left on a vehicle should be reported to the operator directly and as soon as possible. Operators are not obliged to store unclaimed property indefinitely.

7. Passenger conduct

1. You must follow the operator's rules and the lawful instructions of the driver and crew at all times, and must comply with Sri Lankan law.
2. Intoxication. You must not board or travel while under the influence of alcohol or drugs to the extent that you are a nuisance or a risk to yourself or others. Consuming alcohol on board is not permitted.
3. Smoking. Smoking, including the use of electronic cigarettes and vaping devices, is prohibited on board. This reflects the National Authority on Tobacco and Alcohol Act, No. 27 of 2006.
4. Behaviour. You must not threaten, harass, abuse or assault any passenger, driver or crew member; play audio at a volume that disturbs others; damage or deface the vehicle; obstruct the aisle, doors or emergency exits; or interfere with any safety equipment.
5. Removal from the vehicle. The driver or crew may refuse you boarding, or require you to leave the vehicle at any safe location, where you breach this clause. No refund is due in that case, and neither the operator nor CityBus.lk is responsible for the consequences of your removal, including onward travel costs.
6. Where conduct amounts to a criminal offence, the operator may involve the police. CityBus.lk may suspend or close the account of any user removed from a vehicle for such conduct.
7. You are responsible for any loss or damage you cause to the vehicle or to another person's property, and the operator may recover the cost from you.

8. Children, infants and seat entitlement

1. Every paid seat entitles one passenger to one seat. Fares on the platform are per seat, not per person.
2. Infants under [X] years may travel free of charge on the lap of an accompanying adult and are not entitled to a separate seat. If you want a seat for an infant, book and pay for an additional seat.
3. Children aged [X] and over require their own paid seat at the full fare, unless the operator offers a child fare, which will be shown at booking.
4. Unaccompanied minors. A passenger under 18 must be accompanied by a responsible adult aged 18 or over, unless the operator expressly permits unaccompanied travel for that service. Operators are not obliged to supervise unaccompanied minors.
5. You must be 18 or over to make a booking. You may book for a passenger under 18, but you remain responsible for the booking, for payment, and for that passenger's compliance with these Conditions.
6. Child seats and restraints are not provided. If you require one, you must supply and fit it yourself, subject to the operator agreeing that it can be safely fitted to the vehicle.

9. Accessibility and assistance

1. Contact the operator in advance if you have a disability, a medical condition, reduced mobility, or need any form of assistance to board, travel or alight. The operator's contact details are shown on your ticket.
2. Accessibility varies considerably between operators and between individual vehicles. Most intercity coaches in Sri Lanka are not step-free and do not have wheelchair lifts or accessible toilets. Neither the operator nor CityBus.lk can guarantee any particular facility unless it is expressly stated for that service.
3. Advance notice of at least [X] hours gives the operator the best chance of accommodating your requirements. Assistance requested at the boarding point without notice may not be available.
4. Assistance animals. Recognised assistance animals accompanying a passenger with a disability are carried free of charge. Please notify the operator in advance.
5. Mobility equipment. Folding wheelchairs, walking frames and similar mobility aids are carried free of charge and do not count towards the luggage allowance in clause 6.
6. If you booked on the reasonable understanding that a facility would be available and it is not, contact us and we will treat it as an operator change under clause 5.

10. Delays

1. Departure and arrival times are estimates, not guarantees. They are the times advised by the operator and assume normal road and weather conditions.
2. Journeys are affected by traffic, road works, weather, accidents, breakdowns, police or military checkpoints, and other events outside the operator's control.
3. Where an operator becomes aware of a significant delay, it should inform waiting passengers. We will pass on any delay notification we receive to the contact details on your account.
4. Neither the operator nor CityBus.lk is liable for consequential loss caused by a delay. This includes missed flights, missed trains, missed onward bus connections, missed appointments, accommodation costs, alternative transport costs, and loss of earnings.
5. Allow a sensible margin when connecting to a flight or any other time-critical arrangement. Do not book the last possible service.
6. A delay does not by itself entitle you to a refund. Where a delay is so long that the service is effectively cancelled, clause 5 applies instead.

11. Complaints

1. Step one — the operator. Complaints about the journey itself (the vehicle, the driver or crew, boarding, delays, conduct on board, luggage) should go to the operator first. The operator is the party you contracted with for carriage, and it holds the facts. Its contact details are on your ticket.
2. Step two — CityBus.lk. If the operator does not respond within a reasonable period, or you are not satisfied with its response, contact us at [support@citybus.lk] quoting your booking reference and what the operator has told you. Complaints about the booking process, payment, refunds or the app should come to us directly.
3. We will acknowledge your complaint within [X] business days and aim to respond substantively within [X] business days. Where a complaint concerns the operator, we will take it up with them, share their response with you, and give you reasonable assistance in pursuing the matter.
4. Persistent failure by an operator to meet these Conditions is grounds for us to remove that operator from the platform.
5. Step three — the Consumer Affairs Authority. If you remain dissatisfied, you may refer the matter to the Consumer Affairs Authority of Sri Lanka, established under the Consumer Affairs Authority Act, No. 9 of 2003. Complaints about permits, fares or route compliance may also be raised with the National Transport Commission or the relevant Provincial Passenger Transport Authority.
6. Nothing in this clause requires you to exhaust these steps before exercising any legal right, and nothing in it limits your rights under Sri Lankan law.

12. Version and effective date

1. This is version 1.0 of the CityBus.lk Conditions of Carriage, effective [Insert go-live date].
2. The version that applies to your journey is the version in force at the time you made and paid for your booking. We record the version you accepted, together with the date and time of acceptance.
3. We may update these Conditions from time to time. Material changes will be notified through the platform before they take effect. Changes do not apply retrospectively to bookings already paid for.
4. Questions about these Conditions should be sent to [support@citybus.lk].

Last updated: [date] · Version 1.0