The rules of the road, written down.
What a reservation means, when it lapses, what to bring and what we are responsible for. Short, so people actually read it.
These terms apply to every Moon Ways journey, however the seat was reserved: on this website, on WhatsApp, on the UAN or at a terminal counter.
A reservation holds a seat
Reserving is free. It holds a named seat on a named departure for you; it is not yet a ticket. You become a ticketed passenger when you pay for the ticket at a Moon Ways counter.
The three-hour rule
Booked seats are cancelled automatically three hours before departure unless the ticket has been purchased. If you want to keep the seat, buy the ticket at the counter before then. A cancelled seat goes back on sale.
On the day of travel
- If you have bought your ticket, arrive at least 20 minutes before departure to collect it from the counter.
- Carry your CNIC (or B-form for children). It may be checked at the terminal or on the road.
- Buses leave at the booked time. The bus cannot wait for a late passenger.
Cancelling a ticket you have bought
Come to the counter or call the UAN as early as you can, before the bus leaves. Part of the fare is deducted, depending on how close to departure you cancel:
| When you cancel | Deducted from the fare |
|---|---|
| 3 to 4 hours before departure | 20% |
| 1 to 2 hours before departure | 50% |
Cancelling earlier than that, or in the last hour: to confirm.
Children
A small child on a parent's lap does not need a seat. Anyone who needs a seat of their own needs a ticket, whatever their age: to confirm.
Luggage
A bus ticket includes 25 kg of luggage; a HiRoof ticket, 10 kg in one small hand bag. For anything more, ask the terminal staff. What you cannot carry is on the luggage page.
On board
- No smoking or naswar on the bus, and no alcohol or drugs.
- No weapons, fireworks, gas cylinders, fuel or anything else that can catch fire or explode, in the cabin or the hold.
- No animals, in the cabin or the hold.
- Follow the crew's instructions, and keep the aisle clear.
- Respect other passengers. The crew may refuse to carry anyone who puts others at risk or harasses them.
Delays and changes
Departure times are planned, not promised: weather, roads, police checks and breakdowns all happen. If we cancel or move your departure, we will offer you a seat on another departure: to confirm.
Lost property
If you leave something on a bus or at a terminal, call the UAN with the date, the route and the departure time, and we will look for it.
What we are responsible for
Keep cash, jewellery, phones, medicines and documents in your hand bag, with you. We take care of luggage in the hold, but we cannot be responsible for valuables packed in it.
Complaints
If something went wrong, call the complaint cell on 0309-7869797 or tell us through the complaint form. Every complaint sent through the form gets a reference number.