The traveler can request a total refund of the price of the SSIF ticket or, in the case of a cumulative ticket, of the SSIF portion of the same, except for the deductions indicated in the following points, in the following cases for which he has renounced the trip:

• a) when the departure is delayed by at least one hour for reasons attributable to SSIF or the train is canceled for reasons attributable to SSIF: the calculation does not consider the delay caused by connections and/or accumulated on the Swiss section of the line;
• b) when the traveler is unable to leave following an order from the Public Authority;
• c) when there is no seat in the class for which the ticket is valid.

In the cases listed above, in order to obtain a refund, the traveler must certify that he has presented himself on the train by having the Station Master’s visa affixed to the ticket before the departure of the train for which the ticket was purchased; the traveler must also, under penalty of forfeiture, submit a request for reimbursement in the manner provided for in Art. 12 of these Conditions.

The traveler can request partial reimbursement of the price of the SSIF ticket or, in the case of a cumulative ticket of the SSIF portion of the same, i.e. the difference between the price paid 24 and that due for the route taken, without prejudice to the deductions indicated in the following points in the following cases for which part of the trip has been waived:

• a) excluding causes of force majeure when the traveler cannot continue the journey due to interruptions due to service reasons or train cancellations, and does not intend to take advantage of the means that SSIF is able to make available to him; the refund may also be granted when, due to delay, the corresponding train misses the connection, and the traveler does not intend to take advantage of another subsequent train which, without greater expense, is offered to him by the SSIF;
• b) when the traveler is unable to continue the journey following an order from the Public Authority; In order to obtain a refund, the traveler must have the failure to continue the journey confirmed by having the station manager or train conductor affix the visa to the ticket at the station where the journey is interrupted.

Some ticket types may exclude any type of refund. Booking services are never refundable. In any case, a 10% fee is deducted from the amount of refunds deriving from the traveler’s actions, rounded to the nearest €uro 0.10, with a maximum established by the rates in force per traveler. The expenses incurred by the SSIF for the delivery of the refunded sum are borne by the applicant.

Without prejudice to the right to transport, the traveler may request compensation from the railway company in the event of a delay between the place of departure and the place of destination indicated on the ticket if the ticket has not been reimbursed in accordance with the provisions of these Conditions . Compensation in the event of delay resulting from causes attributable exclusively to SSIF and not deriving from force majeure or anomalous weather conditions deriving from the information issued by the relevant Italian and/or Swiss institutions which may affect the regularity and safety of the operation, are set as follows:

a) 25% of the ticket price in the event of a delay of between 60 and 119 minutes;
b) 50% of the ticket price in the event of a delay of 120 minutes or more. If the transport contract concerns a round trip, compensation in the event of a delay on the outward or return leg is calculated on half of the ticket price. If the transport concerns the international service, the compensation is calculated on the SSIF fare share. Passengers holding a season ticket who are forced to suffer cancellations of service resulting from causes attributable exclusively to SSIF and not deriving from force majeure or weather conditions other than normal ones depending on the season, can request – 25 during the period of validity of the subscription title – compensation through the extension of the validity of the subscription equal to the number of days of cancellation of the service. In the calculation of the delay, the delay accumulated outside the territory in which the Treaty establishing the European Community applies is not taken into account. Compensation for the ticket price is made within one month of submitting the relevant application. Compensation can be made through vouchers and/or other services if the conditions are flexible (in particular regarding the validity period and destination). Compensation is made in cash upon request of the passenger. Compensation for the ticket price is not subject to deductions for costs related to the financial transaction such as taxes, telephone charges or revenue stamps. The minimum threshold below which no compensation is provided is EUR 4. The passenger is not entitled to compensation if he is informed of the delay before purchasing the ticket or if the delay in the expected arrival time by continuing the journey on a different service or based on an alternative itinerary remains less than 60 minutes.

The traveler is not entitled to reimbursement for lost, destroyed or stolen tickets.

Unforeseen cases. Special limitations to the provisions of this article may be established by the particular conditions relating to individual tariffs. SSIF has the right to examine and process, in whole or in part, refund requests for cases of non-use of tickets.