PhaPai Company Policy

Last updated: 22 August 2026

1. About PhaPai

PhaPai is a new bus ticket booking application that helps you save time by not having to travel to the station to buy tickets in person. You can check routes and bus schedules in real-time every day, and book and pay all in one place.

Vision

To become the leading bus ticket booking platform in Laos (Lao PDR), connecting every passenger to travel that is safe, reliable, and convenient.

Mission

To make bus travel easier through the PhaPai app, which is easy to use, supports multiple payment methods, is secure, and offers a comfortable travel experience for every customer.

2. Using the Digital Ticket

After you book a bus ticket on PhaPai, you'll receive a digital ticket. You can show this at the bus ticket counter, where staff will give you a paper ticket. You can then show this paper ticket to the bus driver/conductor and board the bus.

3. Ticket Cancellation

If a customer wants to cancel a booked ticket, cancellation is allowed up to 1 day before departure, subject to a 10% cancellation fee of the total ticket price.
If cancelled within 24 hours of departure, a 50% cancellation fee of the total ticket price applies.
Cancellations are not accepted within 6 hours of departure. If the customer does not use the ticket, it will be forfeited.
If a customer encounters a problem while purchasing a ticket, please contact us at 020 5449 5415 for assistance, Monday–Sunday (9 AM–5 PM).

4. Privacy Policy

This Privacy Policy explains what information PhaPai collects when you use the PhaPai mobile app and related services, how we use it, and the choices you have. It applies to everyone who uses the app — passengers, bus company staff, and administrators.

The company will use or disclose users' personal information only for the purpose for which it was collected, and will keep it confidential — except with the user's consent, as required, or as permitted by law for public use of information. The company will take steps to ensure users' personal information is accurate, complete, and up to date. The company will implement appropriate technical and organizational measures to properly protect users' personal information. The company will develop policies and practices to ensure that the handling of users' information is as transparent as possible. Users have the right to access their own personal information and to correct it, in accordance with their rights under the law.

5. Information We Collect

We collect only what we need to sell you a bus ticket and get you onto the bus.

Account information

Your name and phone number, and — for staff and company accounts — your email address and password. Passengers sign in with a phone number and a one-time code (OTP).

Booking information

The trip you book, your boarding and drop-off points, seat numbers, passenger gender (used only to allocate adjacent seats appropriately), the contact name and phone for the booking, any note you add, and your booking and ticket history.

Pick-up location

If you choose a pick-up point on the map, we store the coordinates and address you selected so the operator knows where to collect you. This is a place you pick yourself — the app does not track your device's location in the background.

Identity photo (non-Lao passengers only)

Where it is required for travel records, a non-Lao passenger may attach a photo of an identity document. You can take this with the camera or choose an existing photo. We access only the photo you select, never your whole photo library.

Camera

Bus company staff use the camera to scan ticket QR codes at check-in. The scan is processed on the device to read the ticket code; we do not store camera images from scanning.

Payment information

Payments are processed by our licensed payment gateway partner. PhaPai receives only the amount, currency, transaction reference, and payment status. We never receive or store your card number, bank credentials, or PIN.

Technical information

Standard server logs generated when the app communicates with our servers (such as request time and error details), kept for security and troubleshooting.

6. How We Use Your Information

To create and secure your account and sign you in.
To reserve seats, issue your digital ticket, and handle check-in and boarding.
To take payment, and to process cancellations and refunds under section 3.
To notify you about your trip, including schedule changes or delays.
To provide customer support when you contact us.
To keep the records the operator or the law requires, and to prevent fraud.

We do not use your personal information for advertising, profiling, or automated decision-making.

7. Tracking and Advertising

PhaPai does not track you. We do not link your data with data collected by other companies' apps or websites for advertising or measurement, and we do not share your data with data brokers.

Specifically, in the terms Apple uses for App Tracking Transparency:

The app contains no advertising, attribution, or third-party analytics SDKs, and displays no advertising.
The app does not access the device advertising identifier (IDFA) or any other cross-app identifier. Because PhaPai performs no tracking, the app does not present an App Tracking Transparency permission request.
We do not sell or share your personal information with third parties for their own advertising or marketing purposes.
This applies on every platform PhaPai is offered on (iOS, Android, and the web dashboard), and in every country and region. The app's data practices do not change by region.

8. How We Share Information

We share your information only with the parties who need it to deliver your trip:

The bus company you booked with — its staff see the passenger name, contact phone, seat and route segment, pick-up point, and ticket status for their own trips only. A bus company can never see another company's passengers or bookings.
Our payment gateway partner — to take your payment and confirm it.
Our service providers — hosting, database, file storage, and SMS delivery, acting on our instructions and bound to protect the data.
Authorities — where disclosure is required by law or by a valid legal request.

9. Data Retention

We keep booking, ticket, and payment records for as long as they are needed for the trip and for the accounting, tax, and dispute-resolution periods required by Lao law. Account information is kept while your account is active. When you ask us to delete your account, we remove your personal information and retain only what the law requires us to keep, or anonymised records that can no longer identify you.

10. Data Security

Traffic between the app and our servers is encrypted in transit (HTTPS). Passwords are stored hashed, never in plain text, and sign-in tokens are held in the device's secure storage (Keychain on iOS, Keystore on Android). Access to passenger data inside the system is restricted by role and by bus company, so staff can only see their own company's data.

11. Your Rights

You may ask us to access, correct, or delete your personal information, or to stop using it, subject to records we are required by law to retain. Contact us using the details in section 13 and we will respond within a reasonable time. You can also correct most of your account and booking contact details directly in the app.

12. Children's Privacy

PhaPai is intended for adults booking travel. We do not knowingly collect personal information from children without the involvement of a parent or guardian. If a child's information has been provided to us in error, contact us and we will delete it.

13. Contact Us

For any question about this policy, your data, or a booking, contact the PhaPai team:

Email: bookabus11@gmail.com
Phone: 020 5449 5415 (Monday–Sunday, 9 AM–5 PM, Lao time)

14. Changes to This Policy

We may update this policy as the app changes or as the law requires. The date at the top of this page shows when it was last updated. If we make a change that materially affects how we handle your personal information, we will tell you in the app.