It is possible to cancel your train ticket, however, the amount that will be available for refund will depend on how close to the departure date you cancel with the further in advance you cancel your tickets the more you can be refunded. However, refund rules will vary depending on the country of travel but they generally work on a similar sliding scale principle.
There will be a standard administration charge of £10 (or USD/EUR equivalent), plus any fees levied by the rail ticket issuer on any cancelled tickets.
If you have purchased a paper ticket and have already received it, we will need the physical paper ticket to issue your refund. This will need to be posted to our Moscow office, at your own charge because we cannot cancel the ticket without the physical copy, we will calculate the refund date as the day we receive the ticket, not when the ticket is posted.
All returned tickets need to be sent back to us by express delivery (DHL, FedEx, UPS) to ensure that we receive your tickets before the train departs.
Please return your tickets to the address below:
East West Link,
9 Bolshaya Maryinskaya Street,
Moscow, 129 085
+7 (495) 616 80 86
Getting your paper ticket to us if you are already travelling
If you have paper tickets and you are already travelling, it may be difficult to post tickets; in this case, you'll need to go to the ticket counter to the nearest station and cancel them there. You will receive a cancellation receipt not a refund as the booking was made through Real Russia. You can then send the cancellation receipt and unused tickets to our Moscow office where we can process the refund, minus the £10 (or USD/EUR equivalent) administration charges and any fees levied by the rail ticket issuer.
Cancellations must be made before the departure date and cannot be made if you miss your train. You have up to four months from the date of cancellation to send us your cancellation receipt and unused ticket.
If you've booked E-tickets, and haven't printed out your tickets yet, or have E-registration tickets we can cancel the tickets as soon as you notify us unless the train has departed from its original station. In this instance, the E-ticket should be printed out at the station and cancelled through a claim procedure yourself.
Please note, if you contact us outside of our Moscow office working hours they will be dealt with the next day.
If you are in Moscow and feel that the language barrier may stop you from being able to cancel, feel free to pop into our Moscow office and our staff will be happy to help.
- Any postage costs incurred by yourself in receiving the tickets are non-refundable.
- Where cancellation requests are received within eight hours of the time of departure, we cannot guarantee that any refund will be offered by the ticket issuer.
If you wish to cancel tickets, please contact your travel specialist who can advise you on your specific case.