Once your refund has been sent, it usually appears in your account within 5 to 10 working days, depending on your bank. Standard refunds are sent automatically within a few minutes of your request.
Standard refunds
When you cancel a reservation in your account under Reservations overview by selecting Refund tickets:
- Your refund is sent automatically within a few minutes, and you’ll get a confirmation email.
- Your bank then processes it. This usually takes 5 to 10 working days, but it depends on your bank. Some banks are quicker, others take longer.
The refund always goes back to the payment method you used to book, and we can’t change this. The amount depends on the train operator’s refund conditions, and the €2 booking fee isn’t refunded. Find out how to cancel your reservation and get a refund
Paper reservations
For paper reservations, we issue your refund once your tickets arrive back at our office. After that, it follows the same timing as a standard refund. Find out how to get a refund for a paper reservation
Exceptional refunds
If you’ve requested an exceptional refund, for example because your train was cancelled, we first need approval from the train operator. This can take several weeks, which is normal. Once it’s approved, we issue your refund, and it follows the same timing as a standard refund.
Haven’t received your refund?
If your refund hasn’t arrived 10 working days after it was sent, contact us. Please include:
- your reservation number
- the date you requested the refund