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 train carrier Company for which services said ticket was initially purchased. Both operations must be , depending on which Railroad Company was involved, completed no later then:

PKP Intercity – the exchange and refund must be completed no later then 5 minutes before the departure time (in the case of a refund – 15% will be subtracted)

POLREGIO – 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). Tickets valid for the whole day (24 hours) and season tickets (for example – monthly) – must be returned or exchanged till 23:59 on the day before the day of departure.

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

ARRIVA RP – the exchange and refund must be completed no later then 5 minutes before the departure time (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 (Łódzka Kolej Aglomeracyjna) – 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)

KD (Koleje Dolnośląskie) – the exchange and refund must be completed no later then 20 minutes before the departure time (in the case of a refund 10% will be subtracted)

KW (Koleje Wielkopolskie) – return no later than 23:59 on the day before the start of ticket validity (10% deduction) and exchange (once free of charge) up to 10 minutes before train departure.

KŚ (Koleje Śląskie) – 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)

KMŁ (Koleje Małopolskie) – Single tickets refund and exchange no later than 15 minutes before departure;
time/zone tickets refund and exchange no later than 60 minutes before departure;
periodic tickets refund and exchange no later than the day before the start of validity.
In the case of a refund there will be a 10 % deduction applied.

LEO Express – the refund can be completed up to 15 minutes before the departure time. The Railroad Company charges a fixed fee of 5 PLN for canceling the ticket. Attention! LEO Express does not offer the possibility of exchanging the ticket for another one!

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:
[email protected]
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.

Zaktualizowano 6 listopada 2023