Unused Electronic Travel Document (Ticket) Return Policy

An unused electronic travel document (ticket) can be returned via the matarebeli.ge website no later than 1 hour before the train’s departure. After this period, electronic travel documents (tickets) are non-refundable.

When returning a child’s electronic travel document (ticket), please note that the child’s ticket must be returned first, followed by the accompanying adult’s full ticket.

Passengers have the right to receive a refund for unused tickets in accordance with the applicable rules.

If the time remaining before train departure is:

• At least 15 hours – 0% of the ticket fare is deducted.
• Less than 15 hours (but at least 4 hours) – 15% is deducted.
• Less than 4 hours (but at least 1 hour) – 30% is deducted.
  
  

Service fees paid on purchased travel documents are non-refundable unless the return is caused by railway-related reasons.
Refunds for unused electronic travel documents (tickets) are processed within 3 working days, only to the bank account from which the transaction was made.

The timely refund of the amount is the responsibility of the card‑issuing bank.