Refund policy

Our guarantee

Naga Rail guarantees you a seat, or your money back. If our operator cannot secure a seat for you and you decline the alternatives we offer, we refund every cent you paid — we absorb every cost. This is the promise under every booking.

If you change your plans

You may request a change to the date or train. Changes cost US$10 per ticket, depend on availability and railway rules, and must be requested more than 48 hours before departure. If the new train costs more, you pay the difference; if it costs less, the difference is not refunded.

Once we have issued and sent your QR ticket, the ticket is non-refundable. A change may still be possible for the US$10-per-ticket fee plus any fare or reissue cost, but it is not guaranteed. Contact us promptly.

If you cancel

Before Naga Rail accepts your booking request, you may cancel at any time. We automatically release your PayPal authorization; if a payment was already captured, we issue a full refund. If we cannot accept your request, we do the same automatically.

After Naga Rail accepts your request, refund requests are reviewed manually. Once we have issued and sent your QR ticket, tickets are non-refundable.

This policy does not limit your rights where mandatory consumer law provides otherwise.

If we can't secure your seat

If your exact train can't be secured, we work down the options you chose at booking — another train the same day, the soonest seat on another day, a different class, or a short seat change mid-route — to get you aboard.

If you'd rather not take any of those, we refund you in full. Because this is our failure to deliver, we cover every cost ourselves — you receive everything you paid, with no cancellation fee.

Group bookings

For two or more travellers, we aim to secure every seat on the same train. Seating together is best-effort, not guaranteed. If we cannot secure the requested booking and you decline the available alternatives, we refund you in full.

How refunds are processed

We return approved refunds to the original payment method through PayPal. We email you when the refund has been issued. PayPal and your card issuer determine when funds become available; this is often 3–5 business days but can take longer.

A refund that hasn't arrived

If a refund hasn't reached you within that window, email support@nagarail.com with your booking reference and we'll look into it.