Terms and Conditions

Russiantrains.com is a global online service, which allows booking electronic train tickets. Russiantrains.com works with a diverse network of railway companies and wholesale ticket suppliers to provide the best global coverage for the customers.

RESERVATION POLICIES

Russiantrains.com accepts reservations up to 2 years in advance. When e-tickets are available, they are issued within a few hours of booking (but please allow up to 1 business day).

In most cases, and whenever possible, we assign seats under your name for your comfort of travel. Each rail carrier has different rules and procedures when seats can be assigned, but in any circumstances, we will proceed as soon as possible and we will notify you when completed. If a rail carrier changes its rules, which impacts the expected date when seats are assigned in your name, we will promptly notify you about such a delay.

Service fees

Russiantrains.com charges a service fee, it applies to all ticket reservations and it is non-refundable, even if ticket reservation is canceled for any reason.

MODIFICATION POLICIES

Modification terms and conditions depend on the type of fare selected by the customer at reservation. For example, flexible and regular fares allow modification of tickets, saver and non-flexible fares don't.

Standard modification policy

Unless specified otherwise in fare terms and conditions, standard modification is free of charge. Customers are only required to pay the price difference between the new and the original tickets, plus a service fee for a new ticket reservation. The deadline for modification of tickets is 24 hours before departure of the train.

The processing time for ticket modifications is one business day.

Modification requests past the deadline can only be processed with approval from Russiantrains.com

How to modify tickets: use “Sign in” button in the top menu and then find your order on “My orders” tab, or click the link to your order in the confirmation email that we sent you.

What to do if you missed the deadline: please contact our Support team - we will do our best to assist you.

How to modify your ticket if you missed your train: go to the ticket booth at the rail station and try to modify tickets for missed trains there. Some, but not all, carriers allow modification for a few hours after train departure.

CANCELLATION POLICIES

Cancellation terms and conditions depend on the type of fare selected by the customer at reservation. For example, flexible and regular fares allow cancellation of tickets, saver and non-flexible fares don't.

Standard cancellation policy

Unless specified otherwise in fare terms and conditions, we refund 85% of the total price of the canceled ticket. Our service fees are non-refundable. The deadline for the cancellation of tickets is 24 hours before departure of the train.

The processing time for ticket cancellations is one business day.

Tickets booked with saver and non-flexible fares cannot be canceled.

How to cancel your tickets: click “Sign in” button in the top menu and then find your order on “My orders” tab, or click the link to your order in the confirmation email that we sent you.

If you missed your train: go to the ticket booth at the rail station. Some, but not all, carriers allow modification for a few hours after train departure.

Refunds

If you have booked a refundable ticket (flexible fare), please cancel it directly with us. This will ensure that your refund is processed efficiently and timely. But please note that refunds are processed by card issuers and banks from 7 to 14 business days. 

Returning tickets at the station

We recommend that you cancel your tickets with us directly to ensure efficient and timely processing of a refund. If you are not able to contact us directly and return your tickets at the station, we will have to wait for a refund from the rail carrier in order to be able to issue a refund to you. This process may take additional time, up to 4 weeks. Furthermore, you may incur additional cancelation fees from the carrier for cancelling at the train station.

No refunds for missed trains

We will make no refunds for missed trains. Please make sure you arrive at the correct train station and that you have enough time to board your train. It is your sole responsibility to locate the correct platform and to arrive at your train car in time for boarding. Please make sure to have all travel documents required for your trip, including passports, visas, and e-tickets.

Discounts

Child discounts, or any other discounts, are displayed on our website during the reservation process.

BOOK NOW, ADD TRAVELLERS LATER

Special conditions of delayed entry of passenger information

Russiantrains.com may accept booking for tickets without requiring passenger information at the time of reservation. Russiantrains.com will collect information about passengers at a later time as it is required for reserving seats on the trains. If a customer fails to provide such information when requested, the price of tickets may change or the reservation may be canceled.

BOOK NOW, PAY LATER

Special conditions for preliminary bookings

Russiantrains.com may accept bookings for tickets without requirement payment at times of booking. In such situations, customers are required to complete payment within two (2) business days after placing their reservation. If a customer fails to provide payment for the tickets within this timeframe, the price of tickets may change or the reservation may be canceled.

ONLINE PAYMENTS

Russiantrains.com accepts online payment by many popular payment methods and systems. Payments are processed by Russiantrains.com’s payment partners worldwide. Payments in AUD are processed by Firebird Tours PTY (Australia). Payments in EUR, GBP, USD are processed by Arsia Limited (Malta). Payments in USD are processed by Firebird Tours, LLC (US).

We reserve the right to request additional information from card holders to prevent fraudulent activity and ensure safe transactions.

In accordance with the recommendations of Payment Card Industry Security Standards Council, customer card details are protected using Transport Layer encryption - TLS 1.2 and application layer with algorithm AES and key length 256 bit. According to the security standard PCI DSS we do not store customer card details.

CLAIMS

If you were unhappy with our services, you can make a claim in writing within 30 days from your departure date. Please submit your claim to [email protected] We will review each claim taking into account circumstances presented by you and our Terms and Conditions.

For any failures on part of Russiantrains.com we will issue a refund. We will not issue a refund for claims based on circumstances that are outside of our control.

LIMITS OF RESPONSIBILITY

We do not own or operate any of the trains or rail stations. Our service is to book tickets for you and once tickets have been issued and sent to you, our service has been delivered.

We are not responsible for any injury, loss, death, inconvenience, delay, or damage to personal property in connection with the provision of any goods or services, whether resulting from, but not limited to, acts of God or force majeure, epidemics, pandemics, illness, disease, acts of war, civil unrest, insurrection or revolt, animals, strikes or other labor activities, criminal or terrorist activities of any kind, overbooking or downgrading of services, food poisoning, mechanical or other failure of aircraft or other means of transportation, or for failure of any transportation mechanism to arrive or depart on time.

Russiantrains.com is not responsible for delays, changes, or cancellation costs resulting from incorrect, incomplete, or expired traveler documents.

Russiantrains.com is not responsible for missed trains for any reason.

Clients specifically release Russiantrains.com from any and all claims for loss or damage to baggage or property, or from personal injuries or death, or from loss or delay, arising out of the acts, omissions, or negligence of rail carriers.

TRAVEL ADVISORIES, WARNINGS

It is the responsibility of the Client to become informed about the most current travel advisories and warnings by referring to the appropriate travel advisories issued by their country. In the event of an active Travel Warning against travel to the specific destination location(s) of the trip be issued by the Client’s home country, or by any other country, and should the Client elect to travel, notwithstanding any travel advisory or warning, the Client assumes all risk of personal injury, death, or property damage that may arise out of events, such as those advised or warned against.

ABOUT RUSSIANTRAINS.COM

Russiantrains.com is a trading name of Firebird GT Limited, a Hong Kong limited liability company located at Unit 2003, 20/F, Tower 5, 33 Canton Rd, Tsim Sha Tsui, Hong Kong, Kowloon.