Refunds and exchanges

When is your Paper Pass refundable and exchangeable?

 

Your Paper Pass (excluding Promo Passes) is refundable and exchangeable when these two conditions are met:

• your Pass has not been used (a Paper Pass is used once the Validity Period has started); and
• you must submit your refund or exchange request within the following applicable timeframes:

 

For a Paper Pass with a Predefined Start Date	For a Paper Pass with a Predefined Start Date but certified as ‘NOT USED’	For a Paper Pass without a Predefined Start Date*
Before the first date of the validity period.	No later than one month after the last date of the validity period.	No later than the last possible activation date.

 

*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.

 

Are unused Travel Days refundable and exchangeable?

 

Unused Travel Days are non-refundable and non-exchangeable, unless the above two conditions are met.

 

Are shipping costs refundable?

 

Shipping costs, both within and after 7 days of purchase, are non-refundable in all cases.

 

How much will the refund be?

 

You can see how much of the Pass purchase price you’ll get back by reading the table below.

 

Please note: all refunds will be sent to you via the payment method used to purchase your Pass. This might take up to 10 business days to appear in the original account, depending on the protocols of your bank and/or payment method.

 

	Within 7 days	After 7 days
Refund:	Fully refundable	Refundable with a 10% fee per Pass* **
Exchange:	Fully refundable	Refundable with a €25* fee per Pass

 

*The refund and exchange fees are automatically converted into your purchase currency.

**Depending on which version of this policy applies to your purchase, the refund fee may be different.

 

Do I have to return my Paper Pass to Eurail?

 

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

How to request a refund

• Step 1: Log into your Account.
• Step 2: Head to My Account > View Pass details > View order > Return your Pass.
• Step 3: Tick the Refund option, select the Pass that you no longer want, let us know why you want to return your Pass and then click the 'Request return' when ready.
• Step 4: Send your Paper Pass (both the Rail Pass and Pass Cover) back to us using the free shipping return label. Once we have received your unused Paper Pass(es), we will process your refund as soon as possible. 

 

*Without receiving your unused Paper Pass(es), we will not be able to process your refund.

 

How to request an exchange

• Step 1: Log into the same Account used to purchase your original Paper Pass.
• Step 2: Purchase a new Pass (Paper or Mobile) via either Interrail.eu or Eurail.com, whichever applies to you (if you are unsure, please check here to see if you need an Interrail or Eurail Pass).
• Step 3: Head to My Account > View Pass details > View order > Return your Pass.
• Step 4: Tick the Exchange option, select the Pass you no longer want, let us know why you are exchanging your Pass and then click 'Request return' when ready.
• Step 5: Let our Customer Service team know your old and new order numbers via this link.
• Step 6: Send your Paper Pass (both the Rail Pass and Pass Cover) back to us using the free shipping return label. Once we have received your unused Pass(es), we will process your refund as soon as possible.

*Without receiving your unused Paper Pass(es), we will not be able to process your refund.

 

**Depending on the country from which you are returning your Pass, it may take up to 8 weeks for us to receive the package. In some cases, this period may be longer.

 

Please note that after positing your Pass to us, it will no longer be possible to reverse or cancel your request.

 

The refund and exchange conditions for Promo Passes vary from promotion to promotion. Check the Promo Conditions to see if your Promo Pass is refundable and/or exchangeable. In all cases, however, if your Promo Pass is refundable and/or exchangeable, the following conditions always apply.

• We can't apply Promo discounts to regular Passes purchased before a Promo has started or after a Promo has ended.
• To request a refund or exchange, you will need to follow the standard refund or exchange process for Mobile Passes or Paper Passes (whichever is applicable).
• For exchanges, the promotional discount cannot be applied to your new Pass(es) if the promotion has already ended.

When can a Seat Reservation be refunded and/or exchanged?

 

Your Seat Reservation is refundable and/or exchangeable if the Exchange and Refund Conditions for Reservations webpage allows it. You will just need to search for your Seat Reservation by the country of departure and ensure that you submit your request within the allowed timeframe.

 

Are unused Seat Reservations refundable and/or exchangeable?

 

Unused and partially used Seat Reservations are non-refundable and non-exchangeable unless permitted by the applicable refund and exchange policy.

 

What about the Booking Fee and shipping costs?

 

The Booking Fee and shipping costs are non-refundable in all cases.

 

What if the train was cancelled or you missed it?

 

If your train is cancelled or you will likely miss your connection, please do not use the refund steps set out below. Instead, please get in contact with our Customer Service team.

 

If you request a refund through your Account due to the cancellation of a train, a missed connection or for any other reason (including a change in plans), you will be deemed to have accepted the refund conditions as set out in the Exchange and Refund Conditions for Reservations. Where this happens, we will not provide any further refund of the Seat Reservation purchase price.

 

Some other important conditions:

• All exchanges are subject to availability.
• Once your refund or exchange request is submitted, your Seat Reservation ticket is no longer valid and cannot be used.
• A submitted refund or exchange request cannot be reversed.
• All refunds will be sent to you via the payment method used to purchase your Seat Reservation. This might take up to 10 business days to appear in the original account, depending on the protocols of your bank and/or payment method.