These conditions are part of the Eurail.com Booking Conditions.
Article 7 Refunds and exchanging Passes
7.1 This article does not apply to promotional Passes, purchased as part of a temporary Eurail.com promotion. These passes are not eligible for a refund or an exchange.
7.2 A refund is possible only if the Customer has purchased the Pass through the Website and the pass is returned to us, unused and unactivated. Pre-activated Passes are only refundable before the starting date.
7.3 In principle, a refund will be granted only for unused Passes that are reported for a refund through the Website before their first day of validity. The Website provides the option to start this procedure in accordance with the refund policy.
7.4 15% of the value of the Pass will be deducted from the refund as cancellation charges, after payment to Eurail.com has been made, unless the Customer has opted for premium dispatch (or premium dispatch was the only option available) and the first delivery attempt of the order occurred after the expected delivery date, as specified during the order process. In that case, the Customer will be entitled to a 100% refund, including costs of dispatch.
7.5 A refund is based only on the purchase price of the Pass; costs of dispatch already paid and Loss & Theft Coverage are not covered by the refund, except in the situation described in article 7.3.
7.6 In case of an exchange for another Pass or in case of a double order, 100% of the amount per Pass, less administrative charges in the amount of € 15, will be refunded, or an equivalent of € 15 in the local currency applies instead of the normal refund of 85%.
7.7 Once payment has been made, an order cannot be revised, modified or changed. Orders are processed immediately in order to ensure the earliest possible dispatch. If the Customer wants to change something in his order, the Customer must exchange the Pass.
7.8 Lost or stolen Passes cannot be refunded or replaced, unless Loss & Theft Coverage has been taken out and the applicable specific conditions are met.
7.9 Dispatch costs are not refunded, unless the Customer has opted for premium dispatch and the first delivery attempt of the order took place after the expected delivery date that was specified during the order process.
7.10 Partially used Passes are never refunded.
7.11 If a Pass is returned to us after the first day of validity, in derogation from article 7.2, a refund will be granted only under the following conditions:
• railway personnel has marked the Eurail Pass 'NOT USED' before or on the first day of validity by placing two diagonally crossed lines on the front of the Pass, adding the words ‘Not Used’ (or a translation thereof) plus a signature and a dated stamp of the office, and the application is filed within 1 month after the last day of validity of the Pass. After this period, applications will never be accepted.
• the Rail Pass has been pre-activated via the online service, but Customer returns it to Eurail.com before the starting date of its period of validity.
• the Rail Pass has been pre-activated via the online service, but a European railway official renders the Rail Pass NOT USED before the first day of validity as mentioned in bullet 1.
7.12 In certain cases, the Customer may be asked to provide personal information, to assess whether a refund may be granted.
7.13 If the Customer wants to file a claim for cover of loss or theft of the Pass, the Customer will be asked to enclose airline tickets to and from Europe, replacing Passes/tickets, a police report and personal information. Please note that it will not be possible to return these documents to the Customer.
7.14 Passes can never be renewed. All available periods of validity are listed on the Website. If the Customer wants to change this, the Customer will have to exchange the Pass for a new Pass.
7.15 The costs of loss and theft of the Pass are not refunded. After payment of the Pass, it is not possible to cancel the Loss & Theft Coverage of the Pass.
7.16 It is not possible to issue a duplicate of the Pass or a replacement Pass. If the Customer loses the Pass or it is stolen and the Customer has purchased Loss & Theft Coverage, then the general conditions of the loss or theft cover apply.
7.17 The Loss & Theft Coverage applies only to Passes and not to Reservations.
7.18 Returning a Pass is possible and will be accepted only if the procedures described and provided in the return policy are followed.