Tickets exchange and return

• If you were unable to travel by train due to the fault of the Carrier, you shall be refunded the full unused amount of any ticket type.
• If the ticket(s) was/were paid for online or in the mobile application (app) using e-banking and you have refunded the ticket(s) independently on the website or in the mobile application (app), the money will be refunded by payment order to the payer’s bank account. The refund shall be made by means of a payment order within six working days at the latest. 
• If a ticket purchased from a ticket machine or at the sales points of the ticket seller UAB Perlas Finance is refunded at the Passenger Information Centre (by contacting by email at informacija@ltglink.lt), the money will be refunded to the specified bank account within 14 calendar days. When contacting the Passenger Information Centre, you must state your name, surname, contact details, and bank account number, as well as present the ticket that you wish to refund.
• If a ticket that was paid for with a gift card is refunded, the money will be refunded to the gift card.
• If you apply for a refund of tickets or Additional Services by filling in the feedback form on the Carrier’s website at www.ltglink.lt or by submitting a free-form application to the Carrier’s information centres (in Vilnius, Kaunas, Klaipėda or Šiauliai) and the Carrier has made a decision on the refund, the money will be refunded to the account specified by you within 14 calendar days from the date of the decision.
• If you did not travel to the final station or stop indicated on the ticket, but got off at an intermediate station or stop, the difference between the price of the shorter trip and the price of the Additional Services indicated on the ticket will not be refunded.
• When a passenger purchases a ticket from a ticket machine and independently returns the ticket(s) via the website, the refund is issued via a payment order to the payer’s bank account. The refund via payment order is processed no later than within 10 business days.

• If you wish to change the date of travel and/or time of departure, place, or class of travel indicated on the Single Ticket or the Ticket for Additional Services, you must contact the Carrier through the channels indicated in Table 1.

• You can replace a Single Ticket and a Ticket for Additional Services if at least 30 (thirty) minutes remain until the departure time of the train specified on the ticket. A replaced Single Ticket and/or Ticket for Additional Services shall be non-refundable. The Ticket can be changed once.
• Tickets purchased at UAB Perlas Finance sales points can be replaced at least 30 minutes before train departure on the Carrier’s website. Only replacements with a ticket of the same value shall be possible.

• You can refund a Single Ticket and receive 90% of the ticket price if at least 24 (twenty-four) hours remain until train departure by contacting the Carrier via the channels indicated in Table 2.
• You can refund a Single Ticket and receive 70% of the ticket price if at least 2 (two) hours remain until train departure by contacting the Carrier via the channels indicated in Table 2.
• If fewer than 2 (two) hours remain until the departure time specified on the ticket and/or the train has departed, no refund will be given for the unused Single Ticket.

• Tickets for Additional Services shall be subject to replacement and refund under the conditions applicable to Single Tickets, except where according to the Carrier’s Special Rules, different products and/or services are subject to different regulations for the exchange and refund of Tickets for Additional Services. The Special Rules are available here.
• Any additional charges, deductions and/or non-refundable amounts (non-refundable part of the ticket price or the total ticket price) shall be the Carrier’s minimum loss incurred due to the replacement and/or refund of the unused ticket or the Ticket for Additional Services.

• The validity period of the Season Ticket or One-Day Ticket has not started. In this case, 100% of the ticket price will be refunded;
• If you were ill, went on a business trip or for other important reasons were unable to use the Season Ticket for a continuous period of at least 10 calendar days, you shall be refunded 70% of the ticket price (the non-refundable part of the ticket price being the Carrier’s minimum loss incurred by the Carrier for the return of the unused ticket) for the unused days. In such cases, you must contact the Carrier by email at informacija@ltglink.lt or fill in a free-form application at the Carrier’s information centres (in Vilnius, Kaunas, Klaipėda, and Šiauliai). Together with the application, you must submit the number of the Season Ticket and supporting documents regarding the reasons why the ticket was not used.

Any additional charges, deductions and/or non-refundable amounts (non-refundable part of the ticket price) shall be the Carrier’s minimum loss incurred due to the replacement and/or refund of the unused ticket or the Ticket for Additional Services.

• Group Tickets shall not be replaceable. If you wish to replace a Group Ticket, you must refund your existing ticket and purchase a new one.
• For an unused Group Ticket (a Group Ticket shall not be divisible), the buyer will be refunded 90% of the ticket price if 24 (twenty-four) hours remain until the train departure.  If you wish to refund a Group Ticket, you can do so independently on the Carrier’s website at www.ltglink.lt or in the mobile application (app). 
• For an unused Group Ticket (a Group Ticket shall not be divisible), the buyer will be refunded 70% of the ticket price if fewer than 24 (twenty-four) hours, but at least 2 (two) hours remain until the train departure. If you wish to refund a Group Ticket, you can do so independently on the Carrier’s website atwww.ltglink.ltor in the mobile application (app).
• Unused Group Tickets submitted when fewer than 2 (two) hours are left until the departure of the train indicated on the ticket and/or after the departure shall not be refunded. 
• Any additional charges, deductions and/or non-refundable amounts (non-refundable part of the ticket price or the total ticket price) shall be the Carrier’s minimum loss incurred due to the replacement and/or refund of the unused ticket or the Ticket for Additional Services.