G. Rebooking and refund rules
The rebooking and refund terms and conditions for travel are set forth below for journeys with SJ. Please note that if you purchase a journey with another operator or a journey consisting of individual legs with two or more different operators, the rebooking and refund rules may differ for the different operators, even if you purchase the journey from SJ.
Upon purchase of a non-rebookable journey, the ticket can be neither rebooked nor refunded.
5. Rebookable tickets
If you have purchased a rebookable journey, the journey must be cancelled prior to the time of departure in order to be rebooked. You may rebook at sj.se, using the SJ App or SJ Customer Service.
Upon cancellation, you will receive a rebooking credit equal to the ticket price less the booking fee. You can use this rebooking credit to book a new journey. The rebooking credit may not be used to purchase a refundable journey, a multi-day ticket or a multi-purchase discount. The new journey must be booked within 180 days of the date stated on your original ticket. If the new journey costs more than the relevant rebooking credit, you must pay the difference. If you fail to use any portion of the rebooking credit within the above-stated 180 days, the entire credit is forfeited.
In the event the new journey costs less than the relevant rebooking credit, a credit voucher will be sent within one week with the remaining credit via email or SMS to the contact person for the original journey.
The credit voucher is valid as a means of payment for 180 days for purchases of new journeys with SJ. The credit voucher must be used at one time and the credit which is not used on such occasion is lost. The credit voucher may not be used in combination with SJ Travel Accounts or payment via invoice.
Journeys paid for using SJ Prio points may be rebooked in accordance with section 6.4 of SJ Prio Membership Rules.
6. Refundable tickets
If you have purchased a journey which is refundable, the journey must be cancelled prior to the departure time in order to be refunded. The booking fee and any invoice fee are not refundable.
Tickets are refunded in the same way as the original payment was made.
A refund for journey paid for using Swish is made immediately and the refunded amount is on your account immediately upon repurchase.
A refund for a journey paid for using a payment card is normally made within 3-6 business days, depend on the bank which has issued the card.
Where payment for the journey was invoiced and the invoice has been paid, the refund is made to the designated bank account. Where the invoice has not yet been paid, an updated invoice is sent.
In the event you need to provide bank information in order to receive the refund, you may do so within one year commencing the ticket’s departure date.
Journeys which have been paid for with SJ Prio points may be refunded in accordance with section 6.4 of SJ Prio Membership Rules.
In the event of illness or death, the entire ticket price may be refunded upon presentation of an approved certificate.
- A doctor’s certificate: in connection with acute illness, a doctor’s certificate must be available for presentation, completed by a doctor, and attested to through use of the doctor’s name, telephone number and stamp. In the event a stamp is not provided a copy of the doctor’s ID must be attached. SJ also approves digital doctor's certificates electronically, completed by a doctor, and attested to through use of the doctor's name and HSA-ID. The certificate must include the date and the diagnosis which confirms that the patient, due to acute illness, could not travel on the date on which the ticket was valid.
- Death certificate/a certificate from a clergyman or funeral home confirming death.
In addition to the traveller’s own death, the death of a close relative also affords the right to a refund. A refund may also cover the tickets of any accompanying persons provided that they are included in the same order. The right to repurchase in the event of illness and death shall not apply to tickets for SJ Special Trains.