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Refunds and exchanges

Policy for Passes and reservations bought on this website

Updates included in version 4

  • Clearer conditions for Promotional Passes
  • Pass Protection for Paper Passes has been discontinued since 3 October 2022

Last update: 11 December 2023, V4

 

Looking to return or exchange your Pass? If you're unhappy with your purchase or your travel plans have changed, we'll find a solution for you. Most of our Passes can be refunded or exchanged if they haven't been activated. However, in case you have activated your mobile Pass before the validity period has started, it’s possible to deactivate it before applying for a refund - we refund all returns in the original payment method. ​

 

Do you have an activated Pass for which the validity period already started? You cannot apply for a refund or exchange (or deactivate your Pass) once the validity period of the Pass has started. 

Used your Pass at least once? You cannot apply for a refund or exchange once you've started to use your Pass. ​

Got a promo Pass? Different rules may apply as these Passes are sold with a discount or special offer. ​

Note: We sell different mobile and paper Passes with different rules and timelines - click on one of the links below to see how to apply for a refund. 

 

Refunds & exchanges for mobile Passes

 

Mobile Pass refunds

I'd like a refund 

 

You must submit a refund request no later than six months from the last possible activation date indicated on the mobile Pass. ​

For example, if you need to activate your Pass by January 1, then you can request a cancellation up to 6 months later, in this case, up to July 1 of the same year.

 

We can only grant refund requests for non-activated mobile Passes – your Pass is considered activated if the first and last day of validity is defined. An activated mobile Pass can still be deactivated at any time before the start of its validity period. See our FAQ on how to deactivate a mobile Pass. 


How much is the standard refund? You'll get an 85% refund – the amount you get is based on the price of your Pass (we charge a 15% cancellation fee).​

 

Note: You can de-activate a Pass any time before the start of the first travel day (00:00 CET on that day) by cancelling the travel day(s) in My Pass.

How much is the refund with Plus? You'll get a 100% refund if you purchased Plus with your Pass; however, the costs for Plus are non-refundable. Please note that Plus is not always for sale for each Pass type. ​

 

How to start a refund request

  • Log into your account. Go to 'Pass details' and then to 'Refunds and exchanges'.

  • Select the Pass you wish to request a refund for. 

  • Please provide a reason for your refund request. 

  • Click the button for a refund. 

Mobile Pass exchanges

I'd like a different mobile Pass

 

We're happy to exchange your mobile Pass(es) for a small exchange fee of €15 per Pass if you've not started using it and would like to exchange it for a different one.

 

How to start a Pass exchange

  • Buy a new Eurail Pass on Eurail.com or Interrail.eu (in case of doubt, please check here to see if you need a Eurail or Interrail Pass).

  • Log into your account. Go to ‘Pass details’ and then ‘Refunds and exchanges’.
  • Select the Pass you wish to request a refund for.
  • Please provide a reason for your refund request.
  • Click the button for a refund.

If you purchased Plus, together with your Pass, you could exchange your Pass for free. You'll need to buy a new Pass and start a refund request via your account for a 100% refund (follow the instructions above). However, costs for Plus are non-refundable. 

 

Refunds and exchanges for paper Passes

Paper Pass refunds

I'd like a refund 

 

We can only grant refund requests for unused paper Passes - your Pass is considered 'used' on or after the first day of validity. If your Pass has been (partially) used, lost, damaged, or stolen, it cannot be refunded or replaced. Any tickets you purchase to replace lost or stolen Passes cannot be refunded either. ​

Paper Pass with a predefined start date 

If you selected a start date during the order process, you must submit your refund request before the first day of validity of the paper Pass. However, in case you decided not to use your Pass and asked a railway official in Europe to certify your Pass as ‘NOT USED’ before the first day of validity, the refund request can be submitted no later than six months from the last day of validity of the paper Pass. ​

Paper Pass without a predefined start date 

You must submit your refund request no later than six months from the last possible activation date indicated on the paper Pass. ​

In the above cases, you’ll get an 85% refund – the amount you receive is based on the price of your Pass and excludes any shipping costs (we charge a 15% cancellation fee). ​

Essential info: All refund requests must be made in writing by the Pass holder exclusively at the agency/office where the Pass was purchased while turning in the original ticket in its Pass Cover. ​

 

Did your Pass arrive later than expected?​

Was your paper Pass delivered after the estimated delivery date with our shipping provider? Don’t hesitate to contact us. ​

Want to change something on your Pass? 

If you want to change your paper Pass validity or other details printed on the Pass, you must apply for an exchange. 

 

Lost or stolen Pass? 


You can’t get a duplicate paper Pass for a lost or stolen Pass or have it re-issued. You can’t get a refund for a lost or stolen paper Pass. ​

 

How to start a refund request

  • Log into your account. Go to 'Pass details' and then to 'Refunds and exchanges'.

  • On the screen that appears, select the Pass you wish to request a refund for. Give a reason why you're requesting a refund and click the button ‘Get return number.’

  • Send your Pass back to us with the free shipping return label provided together with your Paper Pass. 

  • Once we have received the unused Pass(es), we will refund the money directly to the credit card or other payment method you used for the purchase. Please note that, depending on the country where you send the Pass from, it can take up to 8 weeks for us to receive the Pass.

Paper Pass exchanges

I'd like a different paper Pass

 

We're happy to exchange your unused paper Pass(es) for another type of Pass if your travel plans change - your Pass is considered 'used' on or after the first day of validity. You'll need to pay a small exchange fee of €15 per Pass. ​

Note: Shipping costs are non-refundable. ​

 

How to start a Pass exchange

  • Buy a new Pass (paper or mobile) on Eurail.com or Interrail.eu (in case of doubt, please check here to see if you need a Eurail or Interrail Pass). 

  • Follow the return instructions provided under ‘HOW TO APPLY FOR A REFUND’ and send your old Pass back to us. 

  • Contact our customer service by completing the form and make sure you include the old and new Eurail order numbers.   

  • Once we receive the unused Pass(es), we will process a 100% refund minus the €15 exchange fee per Pass. Your refund is based on the value of your Pass only and excludes shipping costs. Please note that depending on the country that you send from, it can take up to 8 weeks for us to receive the Pass. 

 

Refunds and exchanges for Promo Passes

Promo Passes

Refund and exchange policy 

 

Different rules apply for promo Passes. ​

Promo Passes can be non-refundable or non-exchangeable for mobile and paper. Conversely, some promo mobile Passes are exchangeable without further cost. In all cases, the option to refund or exchange a promo Pass will be stated explicitly in the offer, order confirmation email and payment confirmation. ​

 

Please note: We can't apply Promo discounts to regular Passes purchased before the Promo starts. If you purchased your Pass before the Promo started, please check your order confirmation email for the refund/exchange conditions.

 

Please note

1) We can't apply Promo discounts to regular Passes purchased before the Promo starts or after the Promo has ended. 

2) In case a Promo Pass qualifies for a refund, please refer to the refund options listed above

3) In case a Promo Pass qualifies for an exchange, the new Pass or Passes to be purchased cannot be offered at the same discount if the Promo has ended.

 

Refund for your reservation tickets

Most reservations are non-refundable. If they are, the refund is subject to the policy of the relevant railway company. 

 

When you purchase a seat reservation ticket through our website, the refund policy of the relevant Railway Company applies. You can find the applicable refund policies on the Railway Company websites and refund policies on exceptional refunds in our detailed overview of Exchange and refund conditions for reservations. Please be aware that most reservation tickets are non-refundable and no changes can be made after booking.

 

You can request a refund via the Reservations Overview from your personal account. After logging in, navigate to the reservations overview for the reservation you have selected. Our system will tell you if your train reservation is refundable. After you accept the refund conditions, you can go ahead and cancel the reservation. Make sure to file your request before departure of the train concerned. A cancelled Reservation Ticket can never be reinstated, and becomes invalid.


If you’ve got an electronic reservation ticket, the refund will be automatic once your cancellation is confirmed (you don’t need to send the ticket to our office in the Netherlands). ​

Want to return a paper reservation ticket? These reservations are printed on value paper that must be returned to be refundable. We’ll send you the return address once your cancellation is confirmed, and then you need to send the ticket back to our office (within one month of the departure date) for us to start processing the refund. You’re responsible for the cost of shipping, and if your paper ticket gets lost in the post - it’s best to use registered shipping. ​

We will transfer the refundable amount to your original payment method (for paper reservation tickets, you must return the physical ticket(s) first). The refund amount may vary per train type, and booking fees or shipping costs are never refunded.

 

Exceptional refund requests due to a train cancellation or a strike, can be addressed through this form.