After-sales Services
You will receive a proportion of the fare as a refund for any unused or unaltered ticket you cancel, depending on the length of time from cancellation to departure. If your booking contains multiple tickets, refunds can be made for selected tickets. The cut-off time is 45 minutes before the train scheduled departure from Hong Kong and 30 minutes before the train scheduled departure from the Mainland. Cut-off times may vary with individual Ticket Agents. You may check with them for details.
| Before Train Departure | Refund Ratio |
|---|---|
| Within 48 hours of the designated refund cut-off time | 50% of paid fare |
| 48 hours to 7 days | 70% of paid fare |
| 8 days or more | 95% of paid fare |
Note: Refunds are processed in dollars and any amount less than one dollar will be rounded up to the nearest dollar
Refund channels and procedures for tickets bought in cash may differ from tickets paid by e-Payments. Tickets bought by Octopus at Hong Kong West Kowloon Station, or by any payment method with Hong Kong Ticket Agents will be treated as tickets bought in cash. Refunds can be processed through the following channels:
12306 Online Ticketing Platform
- Applicable to 12306 registered users
- Process refund of tickets bought by e-Payments through any ticketing channels and Reimbursement Receipt has not been collected
- 12306 registered users who have already passed facial verification on the app can first apply for an online refund for tickets bought in cash or tickets with Reimbursement Receipts being collected. They can then bring their original identification documents used to buy the tickets and Reimbursement Receipt (if applicable) to any station within 180 days from the processing date to collect the refunded amount
Stations
- Process refund of tickets bought from any ticketing channels
- Present the identification documents used to buy the tickets together with the order number
- For tickets bought in cash, refund will be processed either in HKD or RMB at Hong Kong West Kowloon Station, subject to the currency used to buy the tickets. Refund in Mainland stations will be processed in RMB only
- For tickets bought by e-Payments, refund will be credited to the original payment means in original currency
- If a Reimbursement Receipt has been collected, it must be returned when a ticket is refunded
Hong Kong Ticket Agents
- Limited to tickets bought through the original Ticket Agent. Please present the identification documents used to buy the tickets together with the order number