To obtain a refund, a one-way ticket must be validated at the departure gate no earlier than 15 minutes from the start of the disruption that caused the service failure and no later than the time when the disruption ends. For a round-trip ticket, the refund, in the event of cancellation or delay in the outward or return leg, is calculated with respect to half of the ticket price. For season ticket holders, the refund is equal to the daily portion of the full cost of the subscription.

How to request a refund

To obtain a refund of the purchased and unused ticket, for the aforementioned reasons, the Customer, within 48 hours following the event that generated the refund request, in the case of one-way and round-trip tickets, or within 48 hours following the expiration of the validity of the travel document, in the case of weekly and monthly subscriptions, must submit a written request to Ferrotramviaria, attaching the original unused ticket. In the case of tickets purchased online or via the "Ferrotranviaria SpA" App and subscription loaded onto the "E-VIA card," the identifying number of the ticket or the date and time of purchase of the travel document must be indicated. Moreover, the Customer must declare day, place, time, and line subject to the lack of service and specify the form of payment of the refund, choosing between the issuance of a substitute ticket or cash reimbursement. In case of sending by Postal Service, the postmark of the accepting Post Office will be considered the initial date of the claim.

Within 30 days from the date of receipt of the refund request, after carrying out further checks and accepting the request, the Company will proceed to send to the home address or email address indicated by the applicant, either a substitute ticket or a credit note in order to collect the refund of the cost of the ticket in cash. The refund is made in cash at the Customer's request. Communication is also sent in the event of a refusal to recognize the claim.

No form of refund is provided:

• for missed or irregular services due to ‘force majeure’, such as natural disasters, weather events, vehicle unforeseen issues, strikes, road closures, or, in any case, for reasons not attributable to the Company.
• if the refund amount is less than 4 Euros.
• in case of theft, loss, deterioration of the ticket, and non-use due to the Customer's own actions.

for tickets and subscriptions issued at a promotional rate