Refunds for train tickets are processed in accordance with the Rules for the Carriage of Passengers, Baggage, Cargo Baggage, and Mail by Rail in Ukraine (as amended).
Refunds for unused tickets may be obtained at any railway ticket office operated by the carrier by presenting the ticket and a valid identity document specified in Section 7.2 of these Rules.
Before the train departs, a ticket may be refunded either by the passenger or by another person on the passenger's behalf.
After the train has departed, a ticket may only be refunded upon presentation of the identity document of the person whose name appears on the ticket.
The surname, first name, patronymic (if applicable), and place of residence of the person returning the ticket are recorded during manual processing or entered on the reverse side of the Express auxiliary form when using automated systems.
For both manual and electronic refunds, the staff member processing the refund records the type, series, and number of the identity document, the issuing authority, the date of issue, and the holder's place of residence. If a document other than a passport is presented, the place of residence is recorded based on the information provided by the presenter.
A ticket office clerk may process refunds for up to nine unused tickets for a single passenger in one transaction, regardless of destination, including return tickets or tickets for the connecting leg of a journey.
If a passenger cancels a trip for personal reasons, the refund is as follows:
- 15–20 days before departure — 100% of the fare;
- 10–14 days before departure — 90–95% of the fare;
- 5–9 days before departure — 75% of the fare;
- 1–4 days before departure — 50% of the fare;
- Less than 24 hours before departure, but no later than 1 hour after departure, only the ticket fare is refunded; the seat reservation fee is non-refundable.
For trains with a 10-day advance booking period:
- 10 days before departure — 95% refund;
- 5–9 days before departure — 75% refund;
- 1–4 days before departure — 50% refund;
- Less than 24 hours before departure, but no later than 1 hour after departure, only the ticket fare is refunded; the seat reservation fee is not refunded.
In all refund cases, except those caused by the carrier, the passenger must pay the applicable service (processing) fee. Charges paid for seat reservation and ticket issuance are non-refundable unless the refund is due to the carrier's fault.
If the refund is made due to the carrier's fault, the passenger receives a full refund of all amounts paid for the ticket, including seat reservation service fees.
If the amount remaining after deductions is equal to or less than the refund processing fee, no refund processing fee will be charged.