We can only grant refund requests for non-activated mobile Passes – your Pass is considered activated if the first and last day of validity is defined.
You may have not physically travelled with the Pass, but if you saved and activated a travel day and do not deactivate, cancel or delete if before midnight (CET time zone) the day before the date of the journey, the Pass will be considered used/activated.
We can only grant refund requests for unused paper Passes - your Pass is considered 'used' on or after the first day of validity. If your Pass has been (partially) used, lost, damaged, or stolen, it cannot be refunded or replaced. Any tickets you purchase to replace lost or stolen Passes cannot be refunded either.
Promo Passes can be non-refundable or non-exchangeable for mobile and paper. Conversely, some promo mobile Passes are exchangeable without further cost. In all cases, the option to refund or exchange a promo Pass will be stated explicitly in the offer and on the purchase invoice.