Conet Pass tickets are non-refundable after purchase. The pass remains valid and activates only at first use, so a change of travel plans does not affect an unused pass. Refund requests under exceptional circumstances are reviewed case by case, and you will receive a first contact from our refund office within 10 days of your request. For tickets not received, activation issues or any other support needs, Conet Pass provides four dedicated channels: the Ticket Recovery tool, the Assistance form, the Refund Request form and Maia Chat.
The standard refund policy
Conet Pass tickets are non-refundable once the purchase is completed. This policy is stated in the Terms and Conditions before checkout is finalised.
The reason is straightforward: your booking reference is generated and your pass is guaranteed the moment payment goes through. Because Conet Pass validity starts only at first use and not at the time of purchase, your pass does not lose any value if your plans change after buying it. A pass that has not been activated is fully intact and can be used whenever you are ready to travel.
What this means in practice:
- Non-use and no-shows: choosing not to use a purchased pass, changing your travel dates or simply not travelling does not qualify for a refund. The pass remains valid.
- Your pass does not expire while unused: because validity starts only at first use, there is no deadline by which you must activate your pass after purchasing it. If your trip is postponed by weeks or months, the pass is still valid and can be used when you reschedule.
- Network disruptions and local strikes: if your pass has not been activated yet, you can simply wait until the network is running normally and activate it then. If the pass is already active during a strike, Conet Pass is not responsible for disruptions caused by local transport operators. Responsibility for local service compliance rests with the municipal operator. You are encouraged to report any major disruption to Conet Pass for informational support.
Requesting a refund under exceptional circumstances
Conet Pass reviews refund requests on a case-by-case basis when the situation falls outside standard policy. Requests that do not include a clear reason and supporting documentation are generally not approved.
How to submit a refund request
Step 1 – Go to the Refund Request form
Visit Refund Request and complete all fields.
Step 2 – Include all required information
Your request must contain:
- Your booking reference number
- The email address used at purchase
- A clear explanation of the reason for requesting a refund
- Any supporting documentation relevant to your case (medical certificates, cancellation notices, etc.)
Step 3 – Submit and wait for a response
The Conet Pass support team reviews every request individually. You will receive a first contact from our refund office within 10 days of submitting your request. If a refund is approved, it is returned to the original payment method used at checkout.
Important: not all requests result in approval. Submitting a request opens a review process, not an automatic refund.
How long does support take to respond?
Response times vary depending on the channel used.
- Ticket Recovery tool: immediate. Self-service, no waiting required.
- Maia Chat: immediate. Real-time answers to general questions, available directly on the Conet Pass website.
- Assistance form: a few hours. If your travel date is imminent, flag this clearly in your message for priority handling.
- Refund Request form: you will receive a first contact from our refund office within 10 days of your request.
Support channels and when to use each
Ticket Recovery tool
Use this for: tickets not received after payment, wrong email address entered at checkout, download link not working. Where: Ticket Recovery. The tool locates your booking using the name and email entered at purchase, including cases where the email address contained a typo. Response: immediate.
Login area
Use this for: managing your booking, accessing your tickets and updating your travel dates if tickets have not yet been downloaded. Where: log in directly at Conet Pass.com. If you cannot locate your tickets after checking your email and using the Ticket Recovery tool, access your account from the login area where all your bookings are available.
Refund Request form
Use this for: requesting a refund under exceptional circumstances. Where: Refund Request. Response: you will receive a first contact from our refund office within 10 days of your request.
Assistance form
Use this for: cases where the Ticket Recovery tool cannot locate your booking due to deeper discrepancies (payment confirmed but booking not found). Where: Contact Assistance. Include your full name, purchase date, destination city and a screenshot of the bank transaction. Response: a few hours.
Maia Chat
Use this for: general questions, clarifications on how the pass works, guidance on activation or coverage, any query that needs an immediate answer. Available directly on the Conet Pass website.
Common cases and how they are handled
I did not receive my tickets after payment
Check your spam, junk and promotions folders first. If the tickets are not there, use the Ticket Recovery tool. In most cases this resolves the issue without any further action. For a full walkthrough of every recovery step, see the dedicated guide on how to recover your Conet Pass tickets step by step.
My flight was cancelled or delayed
Flight cancellations, delays and disruptions outside Conet Pass’s control do not qualify for a refund under standard policy. Your pass remains valid and can be used when you reschedule. Because validity starts only at first use, no travel time is lost.
A transport strike affected my trip
Conet Pass is not responsible for public transport strikes or any disruptions caused by local transport operators. Transport strikes are external events entirely outside Conet Pass’s control and do not qualify for a refund under standard policy. If your pass has not been activated, wait until the network is running and activate it then. If it is already active, the pass can be used on any day the network is operating normally.
I bought a pass for the wrong city
Conet Pass does not offer exchanges. A pass purchased for an incorrect city cannot be swapped for a different destination under standard policy. Contact support via the Assistance form to explain your situation. While exchanges are not part of standard terms, support can advise on the best available option for your specific case.
My refund request was denied
If your request was reviewed and denied, the pass remains valid and usable for future travel. If you believe your case involves circumstances not properly considered in the initial review, you can reply to the support response with additional documentation. There is no formal appeals process beyond this.
I activated my pass at the wrong time
Contact Conet Pass support as soon as possible through Maia Chat or the Assistance form. Support can advise on the best course of action for your specific situation. For detailed information on how activation timing works and how to avoid common mistakes, see the dedicated activation guide.
Key policies to know before contacting support
Passes are personal and non-transferable. Each Conet Pass is linked to the purchaser and cannot be shared, passed on or used by another person. Every member of a group needs their own pass.
Validity starts at first use, not at purchase. Your pass does not begin counting down when you buy it or receive it by email. The clock starts at your first scan, at the moment you activate it in a provider’s app, or on the calendar day you choose to first validate it. Your confirmation email always specifies which option applies.
Your pass does not expire while unused. Because validity starts only at first use, there is no deadline by which you must activate your pass after purchasing it. If your trip is postponed, the pass remains valid.
Conet Pass is not liable for external disruptions. Strikes, flight delays, cancellations or other events outside Conet Pass’s control do not automatically qualify for a refund. Conet Pass is not responsible for public transport strikes or any service interruptions caused by local operators. Passes remain valid for future use in all these cases.
Frequently asked questions
Are Conet Pass tickets refundable?
Conet Pass tickets are non-refundable under the standard policy. If your travel plans change, the pass remains valid and can be used whenever you are ready to travel, because validity starts only at first use. Refund requests under exceptional circumstances are reviewed case by case through the Refund Request form.
Conet Pass does not offer exchanges or modifications after checkout. Contact support via the Assistance form to explain your situation. While exchanges are not part of standard policy, support can advise on the best available option for your case.
Submit your request through the Refund Request form. Include your booking reference, the email used at purchase, a clear explanation of your reason and any relevant documentation. You will receive a first contact from our refund office within 10 days
You will receive a first contact from our refund office within 10 days of submitting your request. If a refund is approved, it is returned to the original payment method used at checkout.
Check your bank or card statement to confirm whether the transaction went through. If payment was taken and you received no confirmation, use theTicket Recovery tool first. If your booking does not appear there, submit an Assistance form with your transaction details. Conet Pass support will locate your order and confirm the status.
Yes, in most cases. The dates entered during purchase are indicative only and do not lock the pass to a fixed period. Your pass becomes valid at first use, regardless of the dates entered at checkout. If your tickets have not yet been downloaded, you can also update your arrival date and intended travel dates directly in your Conet Pass login area. Check your confirmation email for any date-specific restrictions that may apply to your specific pass.
For immediate answers, Maia Chat on the Conet Pass website provides real-time assistance. For queries that require documentation or follow-up, use the Assistance form. The Refund Request form has a response window of 10 days from submission.
If your request was reviewed and denied, the pass remains valid and usable for future travel. If you believe your case involves circumstances not properly considered in the initial review, reply to the support response with additional documentation.
Conet Pass does not currently offer specific discounted pricing for children, seniors, families or groups. In many cities, children below a certain age travel free on public transport when accompanied by an adult holding a valid ticket. Check the local transport rules for your specific city to confirm the applicable age limit.
