How to exchange or refund a ticket?

A ticket bought through KOLEO can be refunded or exchanged by the User one time. A refund will allow to get back 85 – 90 % of the payment made depending on the Railroad Company for which services said ticket was initially purchased. Both operations must be , depending on which Railroad Company was involved, completed no later then:

POLREGIO – 23:59 on the day before the day of departure (in the case of a refund – 10 % will be subtracted)

SKM w Trójmieście – 23:59 on the day before the day of departure (in the case of a refund – 15 % will be subtracted)

ARRIVA RP – 23:59 on the day before the day of departure (in the case of a refund – 15 % will be subtracted)

SKPL – 23:59 on the day before the day of departure (in the case of a refund – 15 % will be subtracted)

ŁKA – the exchange and refund must be completed no later then 15 minutes before the departure time (in the case of a refund – 10 % will be substracted)

KD – the exchange and refund must be completed no later then 15 minutes before the departure time (in the case of a refund 10% will be subtracted)

How to do it?

1. Log to your account, find the bookmark „Tickets” and click on the button „Refund” or „Exchange”.
2. You will see the screen proper for the Refund or Exchange operation.
3. If you wish to make a refund then simply confirm this decision. A proper amount of money will be transferred to your KOLEO account.
If you wish to make an exchange then you will need to choose the new connection and proceed through the purchase just as you done the first time – but without the need of making another payment.

ATTENTION!
Please keep in mind that on the date of departure or/and after the departure of the train the only available solution is to buy a new ticket and make a formal refund request regarding the one not used, but it is a good idea to send a question to:
pomoc@koleo.pl
there is a chance that we will be able to provide some assistance.

The subtracted amount (10 or 15 %) goes directly to the Railroad Company. Not to the KOLEO company. And as such there is no way to avoid / retract that small subtraction.