Refunds are made through your personal account, you must:

1. Go to the "Orders" section in your personal account.

2. Click "Return ticket"

You can return an e-ticket on the website no later than one hour before the train leaves the starting station of the train route.

What to do, if:

- I bought a ticket without registering on the website?

If you bought a ticket without pre-registering on the site, then an account is automatically created on the site at the email address specified for receiving an electronic ticket. Using the address of the specified mail, you can log in to the site, and all your tickets will be in your personal account.

You need to make a refund and issue new tickets.

The maximum term of the mining issue, refund Bank processing Portal - 10 working days.

You must make sure that your ticket status is "Refunded" in your Personal Account.

If the status is "Returned", you must contact the Accounting Department of JSC "Passenger Transportation" by phone +7 (707) 270-36-64 (WhatsApp).

When returning unused travel documents (tickets) issued for passenger trains:

If returned no later than 24 hours before the train departure, the passenger will be refunded the full cost of the travel document

- Less than 24 hours, but no later than 6 hours before the departure of the train – the cost of the ticket part and 50% of the cost of the reserved seat are refunded;

- Less than 6 hours before train departure, but no later than 1 hour after departure of the train from passenger's boarding station – returns the value of the ticket, thus the entire cost of the reserved seat, but no more than 30% of the fare;

- After 1 hour after the departure of the train, the return of travel documents (tickets) is not made, money is not returned.

When returning unused travel documents (tickets) issued for suburban trains:

- no later than 24 hours before the departure of the train - the full fare is refunded;

- less than 24 hours, but no later than 1 hour after the train departure - 70% of the fare is refunded;

after 1 hour after the departure of the train, the return of travel documents (tickets) is not made, money is not returned.

The site does not charge a refund fee.

When you make a refund on the site, you can return both the entire order and individual e-tickets in the order. However, please note that via the bilet.railways website.kz can only return tickets purchased with its help, provided that they have not yet been exchanged for paper travel documents on strict reporting forms (BSO).     

You can find more information about "refunds "on the website in section 8 of the tab" passengers. Site rules - Rules for registering and using the Web portal"  

If you have already exchanged an e-ticket for a BSO, a refund is only possible through the ticket office.

You must have a railway ticket and an identity document with you.

You can return one ticket or the entire order.

If in the order there are both adult and child tickets, when you attempt first to return adult ticket will come out error with the following information "the Child will remain without an adult" (According to the Rules of carriage of passengers, minors are not allowed to travel unaccompanied)

Therefore, if the order has tickets child fee, you must first refund the child's ticket. Only then will you be able to return tickets with an adult fare.

The return of electronic travel documents (tickets) issued for passenger trains traveling in international traffic is made in accordance with the Agreement between the railway administrations of the member states of the Commonwealth of Independent States, Georgia, the Republic of Latvia, the Republic of Lithuania, the Republic of Estonia on the specifics of the application of certain norms of the Agreement on international passenger traffic (AIPT).

In accordance with Article No. 7 of the AIPT, the return of electronic travel documents (tickets) for all passenger trains/cars of the formation of other railway administrations, is not made less than 1 hour before the departure of the passenger train from the station of formation (initial) of the passenger trains.

The return of electronic travel documents for passenger trains of the Kazakhstan formation, issued in international traffic (only when traveling from Kazakhstan departure stations to other roads), as well as in intra-republican traffic (through the territory of Kazakhstan) is made within 1 hour after departure from the station specified in electronic travel document.