Refund and exchange eligibility is primarily determined by the fare conditions of the rail Operator (carrier), not by EuroTrain. Different tickets on the same route may have different cancellation rules. Always check the fare conditions displayed during booking.
Fare Categories
Flexible / Full Fare
Semi-Flexible
Advance / Promo
Pass / Rail Pass
How to Request a Refund
Check Your Fare Conditions
Check your fare conditions — refund eligibility depends on your ticket type. You'll find them in your booking confirmation email.
Contact Us
Contact us through our contact page with your booking reference (PNR) and request a cancellation.
We Take Care of the Rest
Our team will process your refund in line with your fare conditions and confirm by email.
How to Change a Ticket?
You can change the date or time of your ticket if your fare conditions allow it.
To request a change, contact us through our contact page with your booking reference (PNR) and your preferred new travel date — our team will check your ticket's conditions and handle your request.
If the new journey is more expensive: You will need to pay the difference.
If the new journey is cheaper: The difference is refunded or stored as credit, depending on the carrier's policy.
Once processed, we'll confirm your exchange by email. Any fare difference may apply.
Refund Timeline
When cancellation is confirmed, the refund process starts automatically. In accordance with Turkish Consumer Protection Law (No. 6502, Art. 42/4), refunds for credit card payments are processed to the original card. For installment payments, the bank applies the refund to future installments.
You'll be notified by email once your refund request has been processed. If your refund hasn't arrived within 30 calendar days, please contact us through our contact page.
EuroTrain Service Fee
EuroTrain charges a service fee on purchased tickets. This fee is clearly displayed in the price breakdown during purchase.
The EuroTrain service fee is non-refundable in the following cases: voluntary cancellation by the customer, change of travel plans. The service fee IS refundable when: the Operator cancels the train service, a technical error on our Platform caused the booking issue, or we are unable to issue the ticket.
Operator Cancellations & Delays
If your train is cancelled or significantly delayed by the Operator:
Under EU Regulation 1371/2007, you may be entitled to 25% compensation for delays of 60-119 minutes and 50% for delays of 120+ minutes. Claims are processed by the Operator.
Where available, we will offer an alternative journey at no extra cost (re-routing).
You are entitled to a full refund of the ticket price including the EuroTrain service fee for services cancelled by the Operator.
Force Majeure
In cases of force majeure (natural disasters, pandemics, strikes, severe weather, government restrictions), refund and exchange conditions may be modified by Operators. EuroTrain will communicate any special policies and assist you in obtaining the best available outcome.
Disputes
Contact us through the contact page with your booking reference and a description of the issue.
If unresolved within 14 days, you may escalate to the Turkish Consumer Arbitration Committee for amounts within the statutory threshold, or the Consumer Court for larger amounts.
EU residents may also use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.
Need help with cancellation or refund?
Contact us for questions about cancellation, changes, or refund processes.