Refunds and exchanges

The following conditions apply to all refund and exchange requests:

1. The version of this Refund & Exchange Policy which applies to the Customer’s refund or exchange request is the version in force at the time of purchase of the Rail Pass or Reservation concerned.
2. Any refund processed will be transferred to the Customer via the payment method used to purchase the Rail Pass or Reservation concerned. The refund may take up to 10 business days to appear in the original account, depending on the protocols of the Customer’s bank and / or payment method.
3. The statutory Right of Withdrawal (cooling off period) does not apply to the purchase of any Rail Pass or Reservation.
4. Unused and partially used travel days and Reservations are non-refundable and non-exchangeable.

When can a Customer request a refund or exchange of their Mobile Pass?

For a Mobile Pass (excluding a Promo Pass in mobile format) to be eligible for a refund or an exchange:

• it must be non-activated; and
• the request for a refund or exchange must be submitted by the Customer no later than six months after the last possible activation date of the Mobile Pass.

How much will the refund be?

The total amount to be refunded depends on the purchase price of the Mobile Pass, whether the Mobile Pass was purchased in combination with the Plus Upgrade and whether the request is for a refund only or for an exchange. These variable refund amounts are as follows:

* The costs of the Plus Upgrade are non-refundable in all cases.

** % of the purchase price of the Mobile Pass (excluding the costs of the Plus Upgrade, if applicable) to be refunded. For a refund only without the Plus Upgrade, the remaining 15% is retained as a cancellation fee.

*** The exchange fee will automatically be converted into the purchase currency.

How to request a refund or an exchange of a Mobile Pass

• Step 1: Log into your website account.
• Step 2: Next,
  • for an exchange, purchase a new Rail Pass from either Interrail.eu or Eurail.com, whichever is applicable (if you are unsure, please check here to see if you need an Interrail or Eurail Rail Pass). After purchasing your new Rail Pass, continue with the following steps to obtain a refund of your old Rail Pass that you no longer want. Our system will automatically recognise that an exchange is being requested.
  • for a refund only, continue with the following steps.
• Step 3: In your website account, go to ‘My Account’ > then ‘View Pass details’ > 'Refunds and exchanges'.
• Step 4: Select the Mobile Pass you wish to request a refund for.
• Step 5: Select a 'Return reason’ for your refund or exchange request from the dropdown list.
• Step 6: Click the ‘Confirm refund’ button to process your refund. The refund will then be processed automatically.

When can a Customer request a refund or exchange of their Paper Pass?

For a Paper Pass (excluding a Promo Pass in paper format) to be eligible for a refund or an exchange:

• it must be unused (a Paper Pass is considered used on or after the first date of validity); and
• the Customer must submit their refund or exchange request within the following applicable time periods:

*Applies only to Eurail Paper Passes sold without a predefined start date. Interrail Paper Passes are not available for purchase without a predefined start date.

How much will the refund be?

The refund amount will depend on the purchase price of the Paper Pass and whether the request is for a refund only or for an exchange. These variable refund amounts are as follows:

* % of the Paper Pass purchase price (excluding shipping costs, which are non-refundable) to be refunded.

** The remaining 15% is retained as a cancellation fee.

Do I have to return my Paper Pass to Eurail?

In both refund and exchange cases, the Customer must return the original Paper Pass (inclusive of the Rail Pass and Pass Cover) to Eurail in order to receive a refund. This can be done by using the free shipping return label provided to the Customer in the package containing the original Paper Pass.

Please note, depending on the country where the Customer sends the Paper Pass(es) from, it may take up to 8 weeks for Eurail to receive the package. In some cases, this period may be longer.

How to request a refund or an exchange of a Paper Pass

• Step 1: Log into your website account.
• Step 2: Next,
  • for an exchange, purchase a new Rail Pass (Paper or Mobile) from either Interrail.eu or Eurail.com, whichever is applicable (if you are unsure, please check here to see if you need an Interrail or Eurail Rail Pass). After purchasing your new Rail Pass, continue with the following steps to obtain a refund of your old Rail Pass that you no longer want. 
  • for a refund only, continue with the following steps.
• Step 3: In your website account, go to ‘My Account’ > then ‘View Pass details’ > 'Refunds and exchanges'.
• Step 4: Select the Paper Pass that you wish to request a refund for and then tick the Pass Exchange or Refund option, whichever is applicable.
• Step 5: Select a reason for your refund or exchange request from the dropdown list and then click the ‘Confirm refund’ button.
• Step 6: Send your Paper Pass (both the Rail Pass and Pass Cover) back to Eurail using the free shipping return label.
  • For exchanges only, let the Eurail Customer Service team know your old and new order numbers by filling in our Submit a request form.
• Step 7: Once the unused Paper Pass(es) has been received, Eurail will process the applicable refund as soon as possible.

The refund and exchange conditions which apply to Promo Passes varies from promotion to promotion. Some may be non-refundable and / or non-exchangeable whilst others may be exchangeable with or without further cost. In all cases, the option to refund and / or exchange a Promo Pass will be stated explicitly in the offer, order confirmation email and payment confirmation. ​

In any event, please note:

• We can't apply Promo discounts to regular Rail Passes purchased before a Promo has started or after a Promo has ended.
• If a Promo Pass is refundable and / or exchangeable, please follow the process under either Mobile Pass or Paper Pass (whichever is applicable) to request a refund or an exchange.
• If a Promo Pass is exchangeable, the new Rail Pass(es) to be purchased cannot be offered at the same discount if the Promo has ended.

All Reservations purchased through the Reservation Self-Service are subject to the refund and exchange policy of the Railway Company operating the service concerned and Eurail’s ticket distribution partners. These refund and exchange policies can be found on the Exchange and refund conditions for reservations webpage.

Please note, although some Reservations may be refunded and / or exchanged (subject to certain conditions), they are mostly non-refundable and non-exchangeable. If a Reservation is refundable or exchangeable:

• the Customer must submit their request within the timeframe required by the applicable policy of the relevant Railway Company or ticket distributor; and
• any exchange is subject to availability on alternative trains.

Once a request for a refund or an exchange of a Reservation has been submitted:

• the request cannot be reversed; and
• the Reservation and Reservation Ticket to be refunded or exchanged will become invalid and cannot be used.

How much will be refunded?

The amount to be refunded will vary depending on the Reservation concerned and the applicable Railway Company and / or ticket distributor policy as well as the particular circumstances of the refund request. The Customer will be notified of this amount prior to final submission of a refund request.

Please note, booking fees and shipping costs are non-refundable in all cases.

What if the train was cancelled?

If a train is cancelled or the Customer is likely to miss a connection during the trip, please do not use the refund steps set out below. Instead, please get in contact with the Eurail Customer Service team.

If the Customer requests a refund through their website account due to the cancellation of a train or for any other reason (including a change in plans), the Customer will be deemed to have accepted the refund conditions set out in the Exchange and refund conditions for reservations. Where this occurs, Eurail will not provide any further refund of the Reservation price.

How to request an exchange of a Reservation

If the Reservation is exchangeable, the exchange process to follow is determined by the particular Reservation concerned:

• For Eurostar trains, please go to the Eurostar website > then Manage Booking > follow the process required by Eurostar.
• For TGV trains with a Reservation Ticket endorsed with CIV 1088, please contact the Eurail Customer Service team for further assistance.
• For Trenitalia trains, please use the steps set out below.
• For all others, please see our Exchange and refund conditions for reservations webpage for more information.

Next, for Trenitalia trains, follow the below process:  

• Step 1: Log into your account and then go to Reservations Overview.
• Step 2: Select the Reservation you wish to exchange and then click ‘Change reservation’ at the bottom of the screen.
• Step 3: Check the journey details in the pop up. If the journey is the one you wish to change, click the ‘Next’ button.
• Step 4: Choose a new time and date and then click ‘Next’.
• Step 5: The details of the current Reservation and the new Reservation will appear. To confirm the change from the current Reservation to the new Reservation, click the ‘Change reservation’ button and then ‘Done’.

How to request a refund of a Reservation

Do not follow this refund process if your train was cancelled or you will miss your train due to delays – instead, contact Customer Service.

• Step 1: Log into your account and then go to the Reservations Overview.
• Step 2: Click on ‘Refund tickets’ for the Reservation concerned and then click ‘Next’.
• Step 3: If the Reservation is refundable, our system will show the calculated refund amount beneath the Reservation that you wish to cancel. If you agree to the refund amount, click on the ‘Confirm refund’ button to confirm your request.
  
  Please note, if the request for a refund is confirmed, no further refund in relation to that Reservation can be processed.
• Step 4: After confirming your refund request, you will see a message confirming your request. In addition, if the Reservation is: 
  • an electronic Reservation, the refund will be automatic once your cancellation is confirmed. 
  • for a paper Reservation Ticket, the paper Reservation Ticket will need to be returned to the Eurail office by no later than one month after the date of the refund request (Eurail will provide a return address to which the Reservation Ticket must be sent). After receiving the paper Reservation Ticket, Eurail will attend to refunding the applicable refund amount as soon as possible. Please note, the Customer is responsible for the costs of returning the paper Reservation Ticket(s) to our office. These costs will not be refunded or reimbursed. If the paper Reservation Ticket is lost in the post, Eurail will not be able to refund the purchase price of the lost Reservation Ticket(s). For that reason, it is best to use registered shipping.