You can purchase tickets at two fares - Flexible and Standard. They differ in terms and prices of modification and cancellation of purchased tickets:
Flexible fare: First modification - FREE. Every modification after first - 19 eur per ticket per segment. Modification is subject to availability. Price difference must be paid on every modification (if new tickets are more expensive). Price difference is not refunded on any modification (if new tickets are less expensive).
Standard fare: Every modification - 44 eur per ticket per segment. Modification is subject to availability. Price difference must be paid on every modification (if new tickets are more expensive). Price difference is not refunded on any modification (if new tickets are less expensive).
Electronic tickets can be modified by us only if the modification request is submitted no later than 72 hours prior to train departure. Before modifying your order our train specialists check availability and if possible they modify your order in accordance with your request. In cases when no tickets are available, you will be contacted in a timely manner with the offer of options. Past the deadline, ticket modification is not guaranteed.
Note: To qualify for a refund, your tickets must be cancelled with us. If you cancel them at the train station, we will not be able to provide you with a refund.How should a cancellation request be submitted?’’
Here are 3 simple steps how to submit a cancellation request online:
Step 1: Go to your personal account on our website and choose the order you would like to cancel in the tab “My Orders”.
Step 2: Submit the cancellation request by pressing the “Cancel order” button and accepting our Terms and Conditions of service.
Step 3: Allow 2 business days to process a refund (a notification will be sent to your email)Can paper tickets be cancelled?’’
Paper tickets can be cancelled or modified only before they are issued and sent to client's address (status "Shipped out"). After paper tickets are issued and sent to the client's address tickets can not be cancelled or modified in any case. The only way to cancel or modify paper tickets is to come at the box office at the railway station in person before the departure of the train, presenting valid passport or photo ID of the passenger, mentioned in the tickets. We are not responsible for cancellations at the box office on the railway stations and do not provide refunds for paper tickets, returned to the box office at the station.
Paper tickets can ONLY be canceled by the traveler named on the train ticket (NOT friend, guide or representative). All cancellations should be processed by the traveler at the appropriate train station. Note that cancellations are accepted not later than 6 hours before the train departure.
Limits of responsibility: RusTrains.com and rail companies are not responsible for missed and interrupted trips regardless of circumstances. This includes trips interrupted due to absence of valid travel documents, boarding passes, passports or visas. It is the sole responsibility of the passenger to have all valid travel documents required to travel by train and across international borders.