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This online ticket reservation service is organized by Arsia Limited, a limited liability company with registered address 29/14, Vincenti Buildings, Strait Street, Valletta VLT1432, Malta (Registration number: C 81880).

Reservation policies

Tickets are issued within one business day when reservation is placed through the website and when departure date is less than 60 days from the day of reservation. For reservations placed more than 60 days before departure, we will send a booking confirmation immediately and we will send actual e-tickets with passenger names 60 days before departure date. Some rail carrier may allow issuing tickets in different time frame, in which case we will issue tickets as soon as it’s possible.

Ticket cancellation policies

Standard cancellation fee is 30% of ticket price. You may be offered a special fare at checkout, which allow you to cancel your tickets without fees or, for a reduced fee. If you purchased nonrefundable tickets, cancellation is not permitted. Please note, to qualify for a refund you must cancel your tickets with us. If you cancel them at the rail station, we will not be able to issue a refund. 

All cancellation requests must be submitted in writing to email [email protected] no later than 72 hours before departure. 

Ticket modification policies

Standard modification fee is 40 USD per ticket. You may be offered a special fare at checkout, which allow you to modify tickets without fees or, for a reduced fee. If you purchased nonrefundable tickets, modification is not permitted. All modification requests must be submitted in writing to email [email protected] no later than 72 hours before departure. Please note that it may take up to 24 hours to process your modification with the rail carrier. 

If you purchase new tickets at the rail station, your old tickets must be canceled with us directly. You must notify us about it no later than 72 hours before departure if you would like to receive a refund for the original ticket. Please note that refund will be issued in accordance with our cancellation policies.


No refunds for missed trains

There are no refunds for missed trains regardless of circumstances and we are not responsible nor liable for such situations.  If you have missed your train you will not be able return your tickets or to modify your reservation and you will need to purchase new tickets. Further, if you arrived to a wrong rail station or did not find your boarding platform, if you do not have valid travel documents, such as passports and visas, your tickets will not be returned or modified and you will need to purchase new tickets.

Discounts and promotions

Child discounts, senior discounts and special bonuses may be available from time to time on select routes and trains. They will be offered during the reservation process on the website when available.

Online payments

Your transaction will be processed through a merchant account of Arsia Limited residing in European Union, or through merchant accounts of our partners in United States and Australia. Payments in Australian Dollars (AUD) will be processed by Firebird Tours PTY (Australia). Payments by PayPal will be processed by Travel All Russia LLC (US).

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.

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

Claims

In an unfortunate case of customer dissatisfaction, you may submit claims to email [email protected] All claims be submitted no later than 14 days from the date of travel and they will be processed within 14 days. We may ask you to provide evidence to support your claim and if we determine  that services were not delivered as promised, we may issue a refund for a portion or for the entire booking amount according to our discretion and in lieu of circumstances of the case.

Please note that no refunds will be issued if basis of claim constitute circumstances outside of our direct control, including, but not limited to, improperly issued visas or lost documents, flight delays or cancellations, traffic jams, weather conditions, strikes and so forth. 

Limits of responsibility

We do not own or operate any trains or rail stations. We are a ticketing agency and our service is to book electronic tickets precisely according to your instruction. We will issue electronic tickets in names of passengers and send them to email address that you provide at reservation. 

We are not responsible for any injury, loss, death, inconvenience, delay, or damage to personal property in connection with the provision of any services, whether resulting from, but not limited to, acts of God or force majeure, 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 train or other means of transportation, or for failure of any transportation mechanism to arrive or depart on time. 

We are not responsible for delays, changes, or cancellation costs resulting from incorrect, incomplete, or expired traveler documents.

Clients specifically release Company 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.

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.