E-shop IDOS Customer Support
For such cases is necessary to file a claim. More information how to file a claim is HERE.
The bank payment gateway through which the e-ticket was paid automatically refunds back to the account from which the e-ticket was paid. In the case of payment by card the bank payment gateway refunds to the account to which the relevant payment card is issued. The IDOS.cz e-shop do not know the account/payment card numbers.
The bank payment gateway through which the e-ticket is paid automatically refunds back to the bank account from which the e-ticket was paid. This process cannot be influenced by the IDOS e-shop in any way. Ask your bank how there will be handled such incoming payment. The IDOS e-shop can send money to an alternative account only if the bank rejects the refund, with some reason, for example, that the account does not exist, and returns the refund again it to us. Therefore, if you return an e-ticket and you do not have the refund back in your original account within a few business days, contact the E-shop IDOS Customer Support via the form HERE.
The processing of returned e-tickets and the relevant bank refund takes about 3 business days. In the statement of incoming payments, the amount can then be credited back to the date of purchase of the e-ticket, or to the date of debiting from your account, if it occurred later than the day of purchase.
The refund process is fully automatic and cannot be influenced or accelerated.
Check the list of your incoming payments for the date of e-ticket purchase - the receiving bank may credit the refunded amount back up to the date of purchase (or up to the date of debiting from your account, if the debiting was made later than the day of purchase) and not up to the date the financial amount was actually returned to your account.
The refund itself and the relevant value to be refunded of the e-tickets of the Carrier České dráhy are always assessed by the Carrier České dráhy. The payment gateway automatically refunds the money after the Carrier issues its permission. The IDOS.cz system cannot influence the duration of this assessment in any way, the process is purely on the Carrier's side. The Carrier assesses the refunds of international e-tickets no earlier than 7 days after the e-ticket expiration. The date of expiration is the day after the day of the departure of the train. After assessing of the request, you will receive a corrective tax document by e-mail. Once the Carrier assesses the refund and issues a refund bank order, you will be informed about the refund (and its value) by e-mail.
All refunds of the e-tickets of the Carrier České dráhy are assessed by the Carrier, which determines charges (if any) to be applied to the refund. The Carrier applies a 100 % charge if the international e-ticket is returned on the day of travel or later, even if the e-ticket was purchased on the day of travel itself. The conditions to return properly an international e-ticket of the Carrier České dráhy define that the e-ticket has to be returned until 24:00 of the day before the departure of the train, usually with charge €3 per person. The information is shown to the user just before the payment in the “Conditions of Carriage” of the e-ticket in the shopping cart and same information is presented also on the purchased e-ticket. A warning about possibility of charging the refund with a 100 % charge is presented on IDOS.cz just before the the return of the e-ticket the České dráhy is confirmed by the user.
If you disagree with the assessment result, you have to contact the Carrier (see below). The e-shop of IDOS.cz system is not authorized, nor responsible to solve such kind of claims.
Carrier contacts:
ČESKÉ DRÁHY
Customer support
www.cd.cz
+420 221 111 122