How and when a Shaffl bus booking is confirmed, where your ticket goes, and what happens if something goes wrong.
1. When your booking is confirmed
A booking is confirmed only when both of these have happened:
- Your payment succeeded on Kashier's secure payment page.
- The bus company confirmed your seats.
After a successful payment, Shaffl books your seats with the bus company. This usually takes a moment; sometimes it takes longer.
Once confirmed, the booking appears in My tickets in the Shaffl app and in your account on the website. Bookings that are unpaid, failed or cancelled do not appear there.
2. Your ticket
For most bus companies, we email your ticket as a PDF attachment to the email address used for the booking. For a few bus companies, the ticket is available only in My tickets.
Your ticket shows your booking reference, the route, the travel date, the boarding time, your seat number, the traveller's name and the bus company.
Blue Bus tickets also include a QR code to show to the Blue Bus agent at the gate.
Your Shaffl ticket confirms your booking. Before departure you can also collect the bus company's official printed ticket from their office at no extra cost, by giving your name and phone number.
3. Unpaid bookings
Seats are not yours until you have paid. Depending on the bus company, seats may be held for a limited time while you pay (for example 30 minutes on some trips and 10 minutes with Blue Bus) or not held at all until payment.
A booking that is not paid in time is cancelled automatically and its seats are released.
If your payment is declined, no booking is made and the seats are released.
4. If you paid but your booking was not confirmed
If the bus company cannot confirm your seats after you have paid, the booking is marked as failed and our team is alerted automatically.
Our team refunds the full amount to the card you paid with. Your bank may take several days to show the refund.
Contact us at support@shaffl.com, or through the Help centre on shaffl.com or in the app, with the name and the phone number or email you booked with, the route and the date.
5. Changes and cancellations
Changes and cancellations are handled by our support team under the Shaffl Cancellation & Refund Policy. There is no self-service option to change or cancel a booking in the app.
6. Contact
Email: support@shaffl.com
On shaffl.com: Help centre → Contact support
In the app: Profile → Help centre