Refund terms

The refund rules are set by the carrier - JSC Ukrainian Railways - and not by rail.ua. We can neither increase nor reduce what is withheld. Below is how to return a ticket bought from us, and what to expect.

How to return a ticket

Write to us. Fill in the contact form, choosing the subject "Ticket refund", from the address the order was placed with. Give the order number and say which tickets exactly you are returning. We file the refund in the UZ system and tell you the outcome.

Or go to a ticket office. If the electronic ticket has already been exchanged for a paper form, it can only be returned at a railway ticket office.

There is no self-service refund button in your account yet - we are working on it. Until there is, a request through the form is the only way to do this online, and we would rather not pretend otherwise.

How much comes back

The amount depends on how long before departure you return the ticket, and on the fare it was bought at. The general rule: the closer to departure, the more is withheld. Within an hour after departure a partial payment is still possible; later than that no refund is made.

The carrier publishes the scale in force: Returning travel documents on uz.gov.ua. We deliberately do not copy those figures here - they change, and the ones that apply are the ones in force on the day of the refund.

How that scale works, and what the percentage depends on, is on the Refunds and exchanges under the rules page.

Besides what is withheld, the carrier charges a commission for the refund service itself. The rail.ua service fee, if one was charged at booking, is not returned: that service has already been performed. If, however, the refund happens through our fault, we return everything, the fee included.

When the money arrives

Money is returned by the same means you paid with, to the same card. After UZ confirms, it travels through the payment service and your bank - usually a few banking days, sometimes up to ten. That period depends on your bank, not on us.

If the train is cancelled or delayed

This is the carrier's fault: the refund is made with nothing withheld and no commission. Write to us and we will file it.

If you missed the train

An hour after departure the ticket counts as used. Exceptions for good reason - illness, an accident - are considered by the carrier under its claims procedure and only with supporting documents. We will help you file such a claim.