Cancellation of paid orders is carried out in accordance with the travel document return policy of JSC "Ukrzaliznytsia".

Depending on the interval between the purchase of the order and its cancellation, as well as the time remaining before departure, the following cancellation scenarios are possible:

1. If after payment of the order at least 30 minutes have passed and at least 60 minutes are left before departure:
   • If the time interval between the payment of the order and its cancellation does not exceed 5 minutes, the payment amount will be returned in full to the user within 5 working days.
   • If the time interval between the payment of the order and its cancellation exceeds 5 minutes, an amount equal to the amount of the payment with the agent fee deducted will be refunded to the user within 5 working days.
2. If after purchase of the order more than 30 minutes have passed or less than 60 minutes left before departure:
   • If more than 12 hours are left before departure, the order cancellation request will be accepted for processing and the user will be additionally notified of the cancellation results, after which the agreed amount will be returned to him within 5 working days.
   • If there are less than 12 hours till departure , the user needs to print travel / transportation documents, the forms of which are shown on the order page, and then provide them to any railway ticket office located in Ukraine, where to cancel the order. After JSC "Ukrzaliznytsia" provides the amount of refund, this amount will be returned to the user's account.