Refunds and exchanges under the rules
This page is about what the Carriage rules lay down. How to file a request with us, and when the money reaches your card, is written up separately: Refund terms.
Where and when an electronic ticket is returned
The Rules allow two windows for this:
- before the train departs - by yourself through electronic channels, that is, through whoever you bought the ticket from;
- after departure, but no later than one hour afterwards - only at a ticket office at the point of departure.
Later than that, no refund is made in the ordinary way: the carrier considers the matter under its claims procedure, on a written application, within 30 days.
Money is returned to the account of the holder of the payment card it was paid with. At a ticket office an electronic ticket is only accepted for refund once you have printed it on paper.
One cashier may accept up to 9 tickets from one person. After the train has departed, tickets for several people may be returned provided at least one of them is in the name of the person handing them in.
How much comes back when you cancel for personal reasons
The percentage depends on two things at once: how many days before departure the ticket was bought, and how many days before departure it is returned. The scale is set by annex 7 to the Rules, added by order no. 543 of 17 March 2026.
| Bought | Returned ≥ 20 days | 15 - 19 days | 10 - 14 days | 5 - 9 days | 1 - 4 days |
|---|---|---|---|---|---|
| 40 days or more ahead | 100% | 95% | 90% | 75% | 50% |
| 20 - 39 days ahead | 100% | 100% | 90% | 75% | 50% |
| 10 - 19 days ahead | - | 100% | 95% | 75% | 50% |
| less than 10 days ahead | - | - | - | 100% | 50% |
The percentage applies to the ticket amount and the berth charge.
Less than 24 hours before departure, and up to an hour after it, only the ticket amount is returned; the berth charge is not.
If you broke your journey on the way for personal reasons and had it endorsed within an hour of departure, the ticket amount for the distance not travelled is returned. The cost of the distance travelled is deducted from the full ticket amount; the berth charge is left out of the calculation.
This is the scale as it stands in the revision of the Rules of 17 March 2026. What applies is the scale in force on the day of the refund: the carrier is obliged to publish the terms on its site - uz.gov.ua.
Charges on a refund
A commission is charged for the refund service itself. What was paid for reserving seats and for selling the ticket is not returned - except where the refund happened through the carrier's fault.
If the amount due after deductions equals the refund charge or is less than it, no refund charge is taken.
On free travel documents no refund charge is made and the number of refunds is not limited. The value of an unused free ticket is not returned - what is returned is the voucher itself.
When everything comes back
These are cases of the carrier's fault, and then the commissions come back as well:
- the train is cancelled;
- the train is more than an hour late leaving its point of departure;
- you were not given the seat shown on your ticket;
- you missed the train at a transfer point through the carrier's fault - and decline the replacement.
An endorsement reading "Travel document not fully used through the carrier's fault" is required.
Where train services are interrupted for any reason, the station at which you were held up returns the full value of the tickets from the station of departure, together with the sales commission.
If you were moved to a lower class of carriage through the carrier's fault, the difference is paid at the destination station against the train manager's endorsement on the back of the ticket.
Illness, being taken off the train
If the journey did not happen because of illness or an accident on the day of departure, and the ticket is handed in later than an hour after departure, the refund is considered under the claims procedure with supporting documents. The ticket amount is returned less the refund charge; the berth charge is not.
If a passenger is taken off the train because of illness, the ticket amount for the distance not travelled is returned; the berth charge is not.
Exchanges
The terms for exchanging a ticket are on the Ticket, boarding and documents page. The essentials: only at a ticket office, only where the new train leaves within 24 hours, never with a change of surname, and never with a change of stations for tickets bought online.
Group tickets
Refunds on group tickets are made to the account of the person who bought them, on application and within 30 days. If fewer people travel than the ticket covers, the group leader must have it endorsed by the station manager before the journey begins and return the free seats to sale - after departure this is no longer possible, and no money is returned for the distance not travelled.