Refund policy

The refund of electronic tickets should be made no later than before departure. If the passenger has exchanged for a paper ticket, he/she shall go to the designated window of the station to handle the refund business in accordance with the relevant railway regulations. The agency will not handle the refund business.
If the passenger gets off the train due to injury, illness or the carrier’s responsibility, he/she shall handle the refund of the ticket at the station where he/she gets off according to the regulations based on the passenger record issued by the train conductor.
When refunding the ticket online or at the window, the refund should be returned to the original online payment tool. For offline refund, please contact the online customer service to register the refund.
After handling the online change or refund, if the refund fee reimbursement voucher is required, it shall be obtained at the station refund window within 30 days (including the day) from the date of refund with the original valid identity document used when purchasing the ticket.
If you have not yet exchanged a paper ticket at the station, please apply for a refund at least 60 minutes before departure. Refund requests made within 60 minutes will not be processed.
If you have received a paper ticket, you cannot refund it online. Please bring the original valid passport (and paper ticket) used when purchasing the ticket and go to the ticket window at the station before the departure time specified on the ticket.
Refunds should be made before the departure time specified on the ticket. The refund fee will be charged according to the refund rate and the amount will be returned to the passenger.
When you exchange a cross-border ticket for a paper ticket and then refund it, you must refund it at the station window in Laos.
Refund fee calculation standard
- A 35% fee of the ticket price + payment channel fee + order handling fee will be charged for cancellations or amendments made more than 15 days before departure.
- A 50% fee of the ticket price + payment channel fee + order handling fee will be charged for cancellations or amendments made 2 to 14 days before departure.
- A 100% fee of the ticket price + payment channel fee + order handling fee will be charged for cancellations or amendments made within 24 hours of departure.
Refunds in special circumstances
- Suspension of the entire train
  If you have not exchanged for a paper ticket, please apply for a refund online within 3 days (including the day) after the train departs. No refund fee will be charged.
  If you have exchanged for a paper ticket, please apply for a refund at the station window within 3 days (including the day) after the train departs. No refund fee will be charged.
- If the train is suspended, stopped, turned back, or transported via a detour due to railway responsibility or natural disasters, please handle the above regulations within 3 days (including the day) after the train departs. When you refund, the full ticket price will be refunded.
Orders that have already been rescheduled cannot be refunded.
- When applying for a refund for an order that has been issued, the refund amount is 80% of the ticket price(Ticket price excluding various service charges). The ticket purchase service fee and payment handling fee that have been collected will not be refunded.
- When applying for a cancellation of an order that has not been issued, the refund will be made after deducting the payment handling fee.
Please note that refunds usually take more than 7 days to arrive, depending on the time your bank processes the refund.

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