At [Your Company Name], we strive to deliver a smooth and transparent booking experience for every traveler. We understand that travel plans can change unexpectedly, and our goal is to make the refund and cancellation process as simple as possible. This Refund Policy explains how refunds are handled for train tickets booked through our helpdesk, as well as for service fees related to consultation and booking assistance. Please review the details below to understand your rights and responsibilities.

1. General Refund Guidelines

All refunds are governed by the official fare rules of the train operator, including Amtrak and other rail providers. Since fare types differ, refund eligibility may vary from one ticket to another. Our agents will always inform you of the specific refund rules applicable to your booking at the time of reservation.

We act as an assistance and booking support service. While we help customers make or manage reservations, we do not control the refund policies of the train operators.

2. 24-Hour Free Cancellation Policy

Most Amtrak tickets qualify for full refunds if cancelled within 24 hours of purchase and before the scheduled departure time. This rule generally applies to:

• Reserved tickets purchased through Amtrak

• Tickets bought using credit/debit cards or cash

However:

• Some restricted or promotional tickets may not qualify

• Refund rules may vary for unreserved routes and special fare types

Our agents will always check your fare type and inform you of your eligibility.

3. Refund Rules Based on Fare Type

a. Flexible Fares

• Fully refundable with no cancellation fees

• Changes can be made without penalties

• Best option for travelers seeking maximum flexibility

b. Value Fares

• Refundable up to a certain time before departure

• Some cancellations may incur a refund or change fee

• Refund amount varies depending on when the cancellation is requested

c. Saver / Sale Fares

• Usually non-refundable

• No refunds after purchase

• Some may allow modifications for a fee, depending on operator rules

d. Unreserved Tickets

• Valid for a specific period

• Refund eligibility depends on the route and time of cancellation

• Some require cancellation within a shorter window (e.g., within 1 hour of purchase)

4. Service Fees Charged by Us

In addition to ticket cost, we may charge service fees for:

• Booking assistance

• Phone-based reservation support

• Consultation and itinerary planning

• Modifications or cancellation processing

• After-hours or urgent request handling

These service fees are independent of the ticket price and are non-refundable once the requested service has been fulfilled. This includes instances where a customer later cancels the ticket or becomes ineligible for a refund under the operator’s policies.

5. How to Request a Refund

To initiate a refund or cancellation request:

1. Contact our support team via [Phone Number]

2. Provide your name, contact details, and booking confirmation number

3. Our agent will verify the fare rules and process the cancellation accordingly

4. You will receive an email or SMS confirming the cancellation status

All refunds are issued to the original method of payment only.

6. Refund Processing Time

Refunds are processed in accordance with the policies of the train operator or payment processor. Typical timelines are:

• Amtrak or rail operator refunds: 5 to 10 business days

• Processing delays may occur due to bank timelines or payment gateway policies

If a refund involves our service fees under special exceptions, those may take 3 to 7 business days to reflect.

7. No-Show Policy

If a passenger does not board the train and the reservation is not cancelled before departure:

• The booking is marked as a no-show

• Most fares become non-refundable

• Refund eligibility will depend strictly on fare type and operator rules

We strongly recommend cancelling as early as possible to avoid losing refund eligibility.

8. Modifications & Travel Changes

If you need to change your travel date, route, or time:

• Eligibility depends entirely on your fare class

• Some tickets allow free changes

• Other fares require payment of a change fee plus any fare difference

Service charges may apply for assistance with modifications.

9. Errors & Duplicate Bookings

If you encounter issues such as:

• Duplicate charges

• Incorrect passenger information

• Wrong travel dates

Please contact us immediately. Our team will review the issue and work with the operator to resolve it. Refunds in these cases depend on operator approval.