If you don't see the order you wish to cancel in Cancellations and Refunds of your account, please make sure that your Pass is not activated in the Rail Planner App. If you have your Pass activated, the system won't consider it as eligible for a refund.
To deactivate your Pass, please go to "My Pass" section in the Rail Planner App, tap the three dots on the top right, and select ‘Deactivate Pass’.
Once it is done, you can request a refund by following these steps:
-Log into your account. Go to 'Pass details'.
-Select the Pass you wish to request a refund for.
-Please provide a reason for your refund request.
-Click the button for a refund.
If you have any follow up questions, please do not hesitate to contact us.