How to Get a Refund?


If you cannot travel, MÁV-START Co. refunds you the price of tickets not used in accordance with the terms and conditions specified by its Terms & Conditions. In order to increase the safety of bank card payments for tickets purchased through the Internet, refund in cash is not available. In this case the fare for the route not travelled minus the administration fee will be credited back to the bank account linked to the bank card used for booking. Refund can be claimed through the Internet platform, and the refund claim can be submitted at the booking offices of MÁV-START Co., and at the personal client service points. Refund of tickets not received yet can only be claimed through the Internet Platform. Refund of e-train-tickets can only be claimed online.

How to apply for a refund?


After singing in from our website, click on "Details" next to the transaction to be refunded on the list of your Previous Purchases.
Refund for selected tickets can be initiated by marking the "Refund" option in the bottom of the table including the details of the ticket. If a surcharge has been purchased together (and in connection with) with a ticket, the surcharge can only be refunded together with the ticket by marking the "Refund" option at the ticket due to technical reasons. If you want to cancel all the tickets, please click on the "Mark all tickets for refund" option in the bottom of the list.
Supplementary tickets/Seat reservations (surcharges) bought together in one process ( for the same train and class) are handled together. When you refund only some of the surcharges you have bought together for the same train (e.g. one of your party cannot travel with you), the system cancels all reservations, then reserves the necessary number of seats again automatically. You may be assigned to seats different from the originally reserved ones due to this process. In case of refunding e-train-tickets, when not the complete purchase is refunded, the originally purchased and downloaded tickets become invalid, the system creates new tickets for the remaining travellers.

Refund can be started with the "Start refund" button. Value of the tickets less the administration fee fee is transferred to the bank account linked to the bank card used for the purchase via Reverse Purchase Transaction. The amount will be available on your account after it has been entered into the accounts of your bank, which can take a few days.
In case of e-train-ticket, the application of refund is recorded. The actual refund is processed 7 days after the the validity of the ticket to be refunded has expired.
If the ticket marked for refund is checked at any time before the expiration date, the price of the ticket, regardless of the results of the check, will be retained until the passenger does not prove by other means (e.g. with a penalty issued on the train, or with an other ticket that has been valid and checked on the train), that the ticket marked for refund have not been used for travelling.
Successful refund is confirmed in e-mail. The e-mail contains data of the refund and tickets still collectable against the related reference numbers as well.


Refund is not possible:

  • If the validity of the ticket has expired;
  • E-train-ticket within 1 hour before the validy of the ticket begins, and after the validity of the ticket has already begun;
  • Supplementary ticket and/or seat reservation within 1 hour before the scheduled departure of the train, and after the scheduled departure of the train (as indicated on the ticket);
  • Ticket with regional discount after the start of its validity.


Refund cannot be claimed through the Internet in the following cases:

  • Internet refund has already been paid for the given purchase;
  • If the refund is required for monthly and half monthly passes;
  • If the subject of the refund is international ticket, seat reservation or a ticket with seat reservation.

Please collect these tickets from the ticket vending machine, and submit your application for refund at any of the booking offices of MÁV-START Co., or at a personal client service point!
Tickets with expired validity cannot be refunded!


Administration fee for refund claims initiated through the Internet


Rate of the administration fee for Internet refund differs from the rate set by the rules of the Terms & Conditions:

  1. for tickets: 10% of the fare to be refunded.
  2. for supplementary ticket / seat reservation:
    • If there is at least 24 hours left until the departure of the train, administration fee will not be charged;
    • If there is less than 24 hours left until the departure of the train, but the refund is initiated at least 1 hour before the departure of the train, administration fee is 10% of the price of the supplementary ticket, and/or seat reservation

Administration fee is charged separately for each ticket.

An invoice is issued of the administration fee. If the original purchase was invoiced, then the storno/correction invoice and the invoice of the administration fee is prepared automatically using the data of the original invoice. If you did not request an invoice of the purchase, then we will ask you to give your data for the electronic invoice to be issued of the administration fee. We do not store data given here, and use them only for the preparation of the invoice related to the refund.


How to apply for a refund at the booking offices?


Refund for tickets purchased through the Internet, and already collected from the ticket vending machines can be claimed within the deadlines and according to the terms specified in the Terms & Conditions of MÁV-START Co. at the booking offices of MÁV-START Co., and at the personal client service points. The Compensation/Refund claim form shall be filled in for the refund (can be downloaded from here or available in the international booking offices), or the claim can be submitted in other forms in accordance with the Terms & Conditions. Refund for tickets collected from the ticket vending machines is performed centrally, within 30 days after the submission of the tickets. We send an e-mail to your e-mail address registered in the system, when transfer starts. Value of the tickets less the administration fee is transferred to the bank account linked to the bank card used for the purchase via Reverse Purchase Transaction. The amount will be available on your account after it has been entered into the accounts of your bank, which can take a few days. Refund of tickets paid through the Internet cannot be paid in cash. In accordance with the rate specified by the Terms & Conditions, administration fee is charged for the refund of tickets collected from ticket vending machines. The following points shall be filled in on the claim form 1. (tickets you would like to have refunded ), 7. (the reason why), 8. (sequence numbers of the tickets - the 8 digit number after the CIV word at the bottom of the ticket), 16. (your name), 17. (your address). Please make sure that you write "Refund of tickets purchased through the Internet" to point 7.
In case of refund of surcharges, the price of all the surcharges printed on 1 ticket will be refunded. If you would like to refund only some of the surcharges you have bought together for the same train (e.g. only 1 of the 2 surcharges), the cashier cancels all the reservations printed on the ticket, and makes new reservation for the remaining passengers. Therefore it is possible that the seats assigned will be different from the originally reserved seats.


How to apply for a refund for international tickets at the booking offices?


Please read the Special Terms & Conditions of the selected offer before purchase, which informs you if your ticket is refundable. Certain international tickets cannot be refunded.
Refund for international tickets purchased through the Internet can be claimed at the international booking offices of MÁV-START Co., and at the personal client service points. The Compensation/Refund claim form shall be filled in for the refund (can be downloaded from here or available in the booking offices). Your claim is evaluated within 1 month; the deadline can be extended by two months. You will be informed about the result of the evaluation, together with the proceeding steps.


Invoicing


If you asked for a print invoice of the original purchase, then the storno/corrective invoice and the invoice of the administration fee will be collectible from the ticket vending machines against the original reference number for a year after the refund.
If you requested an electronic invoice of the purchase, then the invoice, the storno/corrective invoice and the invoice of the administration fee will be available under point "Details" of "Previous purchases" of the menu for 1 year after the refund.
If you did not request invoice of the purchase, then an electronic invoice will be issued of the administration fee containing your data given through the Internet or in the Compensation/Refund claim form, that will be downloadable under point "Previous purchases" of the menu, at the details of the given purchase for 1 year after the refund.
The acknowledgement e-mail sent of the refund contains information about invoicing.


Safety


MÁV-START Co. does not request and does not store bank card or bank account related data either during the purchase or during the refund process. Refund takes place as a redemption transaction referencing the transaction ID of the original purchase. With reference to the original transaction ID MÁV-START is not entitled to draw sums exceeding the price of the tickets.


Miscellaneous


Only one refund claim can be initiated related to your purchase through the internet platform.
When initiating a refund, the e-train-tickets saved (and printed) before the refund request (including the tickets not to be refunded) of that purchase are not valid for travelling. Please save again the remaining tickets before your journey, and use the new version for travelling.
Administration fee is always charged through the Internet when the ticket was paid with bank card, even if administration fee free refund is available from MÁV-START Co., because of an extraordinary situation. For such administration fee free refund please collect your ticket from a ticket vending machine, and ask for a refund at the booking office, or in case of e-train-ticket, please contact our Customer Service (eszrevetel@mav-start.hu).


Attention! If you travel without ticket, and refer to a transaction that is subject to an internet refund claim, or travel with an e-train-ticket already selected for refund, we will take you for a passenger without ticket, and you will be charged by the fare plus a penalty!