Rail.Ninja is an online reservation service for booking electronic tickets with rail suppliers across the world. We do not own or operate any of the trains or rail stations. Our service is to book tickets for you and once tickets have been issued and sent to you, our service has been delivered.
Depending on your location your payment will be processed by our payment partners worldwide. We work with a diverse network of railway companies and wholesale ticket suppliers to ensure that our clients can travel more routes, book best trains and enjoy the best rates.
Electronic tickets will be issued within 1 business day if train departure is less than 60 days from the moment of booking or verification if apply. In other cases, we will email you a booking confirmation that your order is being processed and you will receive actual e-tickets 60 days before your train departure date. We will send you a link to download your tickets via e-mail.
Cut-off time for canceling tickets is 72 hours before departure if you booked a refundable tariff. All cancellation requests must be submitted in writing to email [email protected] Special fare or insurance may offer more flexible terms. Please note that we are not a rail carrier and we neither own nor operate any rail station facilities. Please note, to qualify for a refund you must cancel your tickets with us. If you cancel them at the rail station, we will not be able to issue a refund.
If ticket cancellation insurance was purchased at check out, tickets can be canceled up to 1 hour (during our regular office hours) before departure with a non-standard cancellation fee.
In case your reservation has not been processed yet, the cancellation fee is 10%. After seat assignment and tickets issuing, the cancellation fee goes up. The standard cancellation fee in such cases is 30%. Not refundable tickets are not subject to any cancellation.
If you miss your train, we cannot refund your tickets or modify your reservation. New tickets have to be purchased.
If you arrive to the wrong rail station or do not find your boarding platform, if you do not have valid travel documents, such as passports and visas, your tickets are not refunded or modified. You need to purchase new tickets.
We recommend all our Clients to obtain trip insurance. In event of trip cancellation or interruption, this may be the only source of reimbursement. Our recommendation is to obtain Travel Guard Insurance.
Standard deadline for submitting modifications is 3 business days before the actual train departure. Standard processing time of a modification request is 1 business day in case there is no delay from the carrier. If you missed the deadline, contact our customer care service or go directly to the train station and change the tickets. Tickets can be modified for a flat fee of 40 USD per ticket. In case you choose a non-flexible ticket, no modifications are possible.
The Company processes the cancelation request and send to the customer a confirmation of the amount of refund calculated according to the cancellation policy. The Company will execute refund within 14 days after confirmation has been sent.
PROVIDING TRAVELERS’ DETAILS
On our site you can make a reservation without providing travelers’ details. In such cases, details should be provided within 48 hours after the order is placed. If you do not provide travelers' details within 48 hours, your order will be canceled with a 10% fee of the total amount paid, but no less than 10$ per ticket.
Child discounts or any other discounts are displayed on our website during reservation process.
Depending on your location you payment will be processed by our payment partners worldwide. For example, when you pay in AUD through PayPal, we will process your payment through Australian merchant account of our partner Firebird Tours PTY (Australia).When you pay in Euros, British Pounds or Dollars USA, or use one of the local payment methods we will process your transaction through European merchant account of our partner Arsia Limited Company (Malta).
In your bank account statement you will see a description of our Company as Railninja.
In accordance with the recommendations of Payment Card Industry Security Standards Council, customer card details are protected using Transport Layer encryption - TLS 1.2 and application layer with algorithm AES and key length 256 bit. According to the security standard PCI DSS we do not store customers card details.
If you were unhappy with our services and have a claim, please submit it in writing within 30 days from the departure date. All claims must be submitted to [email protected]. Our standard processing time for claims is four weeks. If it is determined that services were not delivered as promised or the quality of services was substandard, we issue a full refund.
However, we do not issue refunds if circumstances in the basis of the claim are objectively outside of our control. This includes, but not limited to, issues with your air tickets, hotel accommodation, visas and strikes.
We reserve the right to request additional information from our customers to prevent fraudulent activity and ensure safe transactions.
LIMITS OF RESPONSIBILITY
We are not responsible for any injury, loss, death, inconvenience, delay, or damage to personal property in connection with the provision of any services, whether resulting from, but not limited to, acts of God or force majeure, illness, disease, acts of war, civil unrest, insurrection or revolt, animals, strikes or other labor activities, criminal or terrorist activities of any kind, overbooking or downgrading of services, food poisoning, mechanical or other failure of train or other means of transportation, or for failure of any transportation mechanism to arrive or depart on time. The company is not responsible for delays, changes, or cancellation costs resulting from incorrect, incomplete, or expired traveler documents.
Clients specifically release the Company from any and all claims for loss or damage to baggage or property, or from personal injuries or death, or from loss or delay, arising out of the acts, omissions, or negligence of rail carriers.
TRAVEL ADVISORIES, WARNINGS
It is the responsibility of the Client to become informed about the most current travel advisories and warnings by referring to the appropriate travel advisories issued by their country. In the event of an active Travel Warning against travel to the specific destination location(s) of the trip be issued by the Client’s home country, or by any other country, and should the Client elect to travel, notwithstanding any travel advisory or warning, the Client assumes all risk of personal injury, death, or property damage that may arise out of events, such as those advised or warned against.
Rail.Ninja is a trading name of Firebird GT Limited.
Firebird GT Limited is a company registered in Hong Kong. Our registered office is at: Unit 1109 11/F Kowloon Centre, 33 Ashley Rd, Tsimshatsui.