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Return Policy

Refunds and exchanges

 

Return Policy; Refunds and Exchanges

Refunds and exchanges for standard, non-promotional* Rail Passes, purchased on this website, can be granted if they are returned to us unused, not yet activated and within one year from the issue date indicated on the Pass. Refunds for pre-activated standard, non-promotional Passes, for which a start date was chosen during the order process, can be granted if they are returned to us unused and before the first day of validity of the Pass. Partially used Passes or Passes returned on or after the first day of validity are non-refundable and non-exchangeable.

 

*Certain promotional Passes are refundable and exchangeable similar to regular, non-promotional Passes. The ability to refund or exchange a promotional Pass will be specifically stated in the promotional offer.

 

Reservation tickets
In the case of Reservation Tickets, refunds are always subject to the policy of the relevant Railway Company.

 

Please read the information below to learn more.

Refund for your Eurail Pass

Please note that promotional Passes are generally not eligible for refunds or exchanges unless specifically stated otherwise in the promotional offer.

 

Paper Pass
When you’ve purchased your a paper Pass on this website, there are two instances in which you’re eligible for a refund:

 

  1. You return your non-promotional Pass to us unused and not yet activated within one year from the issue date printed on the Pass. Or, you return your pre-activated Pass BEFORE the first day of validity, which is the start date you chose during the order process. In both cases, you’ll get an 85% refund on your Pass, while 15% is retained as cancellation charges. The refund is based only on the costs of your Pass, excluding costs for shipping and Pass Protection.

  2. Your Pass wasn’t delivered to you on or before the estimated delivery time with Premium Shipping. If this is proven to us, you’ll get a 100% refund upon return of your Pass to the address shown during the refund request in your Eurail account, including costs for shipping and Pass Protection.

 

You can’t get a refund for a paper Pass that was lost or stolen, unless you have purchased Pass Protection in advance. When you file your claim with us for loss or theft, we will ask you to provide documents such as a replacement Pass or tickets, a police report and a copy of the airline tickets to and from Europe.

 

A refund for a Pass returned to us after the first day of validity requires the Pass to be marked ‘NOT USED’ by railway personnel, BEFORE the first date of validity with a signature and a dated stamp of the station / ticket office. You need to send us your Pass within one year after the issue date of the Pass.  

 

We are not able to renew your paper Pass or issue a duplicate Pass for you. If you want to change your Pass validity or other details on your paper Pass, you have to apply for an exchange. How to exchange a Eurail Pass is explained further below.

 

Mobile Pass

Refunds and exchanges for standard, non-promotional* mobile Passes, purchased on this website, can be granted if requested (via your account in our website) within one year from the issue date and before the first day of validity of the Pass. Refund requests of mobile Passes can only be granted for unused, non-promotional Passes. Promotional Passes or Passes that have been (partially) used, cannot be refunded.

 

You will get an 85% refund** on your Pass, while 15% is retained as cancellation charges.

 

*Certain promotional Passes are refundable and exchangeable similar to regular, non-promotional Passes. The ability to refund or exchange a promotional Pass will be specifically stated in the promotional offer.
** In case Plus was purchased together with the Pass, a 100% refund will be granted. Costs for Plus are non-refundable.

How to apply for a refund

Paper Pass:

  1. Log into your Eurail account at the top right of your screen. You can then request a refund by clicking on ‘VIEW DETAILS’ and continue via the tab ‘GO’ in the Cancellations and Refunds box.
  2. On the screen that appears, select the Eurail Pass you wish to request a refund for. Give a reason why you're requesting a refund and click the button ‘Get return number’.
  3. Send your Eurail Pass back to us, and clearly write the return number and the provided address on the package. Please use registered shipping.
  4. Once we have received the unused Eurail Pass(es), the money will be refunded to the credit card or other payment method that you originally used for the purchase.

 

Mobile Pass:

  1. Log into your account. Go to Cancellations and Refunds.
  2. Select the Eurail Pass you wish to request a refund for.
  3. Please give a reason for your request.
  4. Click the button for refund.

How to exchange your Eurail Pass

Mobile Pass

If you have a standard, non-promotional* Pass and your travel plans have changed, certain details of the Pass are not correct, or you would like to exchange your Pass for another Pass with a different validity, we can exchange your Eurail Pass for another Pass. You will only pay an exchange fee of €15 per Pass**. 

* Certain Promotional mobile Passes are exchangeable without any fee. This will be specifically stated in the promotional offer. 
** In case Plus was purchased together with the Pass, no exchange fee will be charged.

 

How to apply for an exchange for a mobile Pass:

  1. First order a new Eurail Pass through Eurail.com.
  2. Contact Eurail Customer Service and share the order numbers of both your old and your new order (customerservice@eurail.com).
  3. Our Customer Service will process the exchange refund.

 

Paper Pass

If you have a standard, non-promotional* Pass and your travel plans have changed, we can exchange your Eurail Pass(es) for another type of Eurail Pass or e.g. for a Pass with a different validity period. You’ll only have to pay an exchange fee of €15 per Eurail Pass. Shipping and Pass Protection costs are non-refundable.

* Certain Promotional Passes are exchangeable without any fee. This will be specifically stated in the promotional offer. 

 

How to apply for an exchange for a paper Pass:

  1. Order a new Eurail Pass through Eurail.com.
  2. Folllow the return instructions provided above under ‘HOW TO APPLY FOR A REFUND’ and send your old pass back to us.
  3. Please, contact our order support team by email, and make sure to include your return number and your old and new Eurail order numbers. You can find the contact details for your region in the invoice attached to your order confirmation email.
  4. Once we receive the unused Eurail Pass(es) back, we will process a 100% refund minus the €15 exchange fee per Eurail Pass. The refund is based only on the value of your Pass and excludes costs for shipping and Pass Protection. 

Refund for your Reservation tickets

When you purchase a 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 Appendix 1 of our Booking Conditions. 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  in your personal Eurail account. Click on the trash bin icon next to your train, and 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.
Electronic Reservation Tickets will be automatically refunded, but Paper Reservation Tickets will need to be returned to our office in the Netherlands before a refund can be processed. The address will be provided upon confirmation of the cancellation.

 

All Paper Reservation Tickets are required to be received in our office within 1 month after the departure of the train. Shipment costs and the risk of loss during shipment of the ticket are borne by the customer, so we advise you to use registered shipping to send the Paper Reservation Ticket back to us.

 

The refundable amount will be processed to your original payment method, once the physical (paper) ticket is returned to us. The amount of refund may vary per train type. Booking fees or shipping costs are never refunded.