RefundsIf you have booked a refundable ticket (regular and flexible fares), please cancel it directly with us. This will ensure that your refund is processed efficiently and timely. But please note that refunds are processed by card issuers and banks from 7 to 14 business days.
Returning tickets at the stationWe recommend that you cancel your tickets with us directly to ensure efficient and timely processing of a refund. If you are not able to contact us directly and return your tickets at the station, we will have to wait for a refund from the rail carrier in order to be able to issue a refund to you. This process may take additional time, up to 4 weeks. Furthermore, you may incur additional cancelation fees from the carrier for cancelling at the train station.
No refunds for missed trainsWe will make no refunds for missed trains. Please make sure you arrive at the correct train station and that you have enough time to board your train. It is your sole responsibility to locate the correct platform and to arrive at your train car in time for boarding. Please make sure to have all travel documents required for your trip, including passports, visas, and e-tickets.
DiscountsChild discounts, or any other discounts, are displayed on our website during the reservation process.
BOOK NOW, ADD TRAVELLERS LATERSpecial conditions of delayed entry of passenger informationRail.ninja may accept booking for tickets without requiring passenger information at the time of reservation. Rail.ninja will collect information about passengers at a later time as it is required for reserving seats on the trains. If a customer fails to provide such information when requested, the price of tickets may change or the reservation may be canceled.
BOOK NOW, PAY LATERSpecial conditions for preliminary bookingsRail.ninja may accept bookings for tickets without requirement payment at times of booking. In such situations, customers are required to complete payment within two (2) business days after placing their reservation. If a customer fails to provide payment for the tickets within this timeframe, the price of tickets may change or the reservation may be canceled.
ONLINE PAYMENTSRail.ninja accepts online payment by many popular payment methods and systems.
We reserve the right to request additional information from card holders to prevent fraudulent activity and ensure safe transactions.
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 customer card details.
CLAIMSIf you were unhappy with our services, you can make a claim in writing within 30 days from your departure date. Please submit your claim to
[email protected]. We will review each claim taking into account circumstances presented by you and our Terms and Conditions.
For any failures on part of Rail.ninja we will issue a refund. We will not issue a refund for claims based on circumstances that are outside of our control.
LIMITS OF RESPONSIBILITYWe 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.
We are not responsible for any injury, loss, death, inconvenience, delay, or damage to personal property in connection with the provision of any goods or services, whether resulting from, but not limited to, acts of God or force majeure, epidemics, pandemics, 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 aircraft or other means of transportation, or for failure of any transportation mechanism to arrive or depart on time.
Rail.ninja is not responsible for delays, changes, or cancellation costs resulting from incorrect, incomplete, or expired traveler documents.
Rail.ninja is not responsible for missed trains for any reason.
Clients specifically release Rail.ninja 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, WARNINGSIt 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.
ABOUT RAIL.NINJARail Ninja is a trading name of Firebird GT Limited, a Hong Kong limited liability company (1885055) located at Unit G 15/F Tal Building 49 Austin Road, KL, Hong Kong.