For refund of unsuccessful purchases and card
Reach out to our support team to report identity theft!
If any user has registered with someone else's NID using his/her mobile number, the real/actual NID holder can claim the identity by following the mentioned steps below :-
Must attach the following documents with the email:
Refund and Cancellation
For Technical Support
E-tickets will be automatically issued by Bangladesh Railway Portal within 30 minutes of successful payment. User(s) can obtain their ticket(s) and also download the PDF version of the ticket from the confirmation page. Concurrently, a copy of the ticket will be sent to the user’s email address. However, some mail service providers such as Gmail, Yahoo!, Outlook might place the email in “SPAM” folder. Furthermore, it might also be possible that the mail has been blocked by any of the mentioned service providers. However, email containing PDF tickets may be delayed for technical reasons. Therefore, unavailability of the confirmation mail should not be regarded as non-issuance of ticket. If the reservation does not materialize and the client-passenger still wants to try for the same reservation once again, the process will be treated as a new reservation. User(s) can always download the tickets from the “Purchase History” section of the website or “My Tickets” section of Rail Sheba app.
To issue railway tickets, Bangladesh Railway Portal depends on different payment getaways for the Card/Wallet charge information. Bangladesh Railway does not store any sensitive information of Passengers such as Card/Wallet details, OTP, Pin Code. In case any Card/Wallet is charged and/or Payment Gateway fails to return the information in due time, it is possible that the passenger’s Card/Wallet would be charged without being issued for the desired tickets. In such instances, Payment Gateways will automatically refund the purchased amount by the Client-Passenger to their respective Card/Wallet within 8 (eight) working days. However, in case such a Client-Passenger does not receive refund within 8 (eight) working days, the client Client-Passenger is requested to send a complaint email to email@example.com with details of the issue. A reply to such a Client-Passenger will be sent within 7 working days. Due to the dependency on payment service providers, it might take several days to resolve the issue. For a refund of unsuccessful purchases and card charging issues, Client-Passenger must contact the Payment Service Provider through which s/he made the transaction. For a refund of successfully purchased tickets, the Client-Passenger must visit their respective originating station (i.e., Departure Station from which the Client-Passenger will travel) and contact the refund counter. Bangladesh Railway or Shohoz-Synesis-Vincen JV will not be held responsible for the non-issuance of tickets or delay of refund due to errors in payment processing or any other reasons that are beyond the control of Bangladesh Railway or Shohoz-Synesis-Vincen JV. Bangladesh Railway makes no guarantee/warranty that any of the above services will be uninterrupted, timely or error-free due to the dependencies on many Service Providers.
In case of any concerns or grievance against tickets purchased through the e-ticket website or Rail Sheba app, a passenger should notify Bangladesh Railway within 2 hours by sending an email along with the e-ticket details to firstname.lastname@example.org.
For any other grievance including tickets purchased from counters or any sort of inconvenience caused at stations or trains during their travel, passengers are requested to raise their complaints to Bangladesh Railway through the concerned Travelling Ticket Examiner (“TT”). Any such complaint must be supported by the corresponding tickets. Such grievances will be strictly regulated by Bangladesh Railways Act, 1890 (Act IX of 1890) and .
If you are the Client-Passenger or buying the ticket on behalf of the Client-Passenger, it is required to agree with all these terms and conditions. Please read thoroughly all the terms and conditions and upon perusal, if you have understood the contents of the terms and conditions and agree to the same, please continue. Continuing constitute a formal agreement between you and the Bangladesh Railway for the purpose of transactions on this website.
*These Terms and Conditions may be changed or amended by Bangladesh Railway at any time without any prior notice for legal, regulatory, commercial or security reasons or to enable the proper delivery of or to improve the delivery of the proper service.
The Railways Act, IX of 1890 (as amended from time to time) contains provisions for dealing with the following matters, which are published for the general information namely.
We, at Bangladesh Railway and Shohoz-Synesis-Vincen JV, ensure to maintain the highest standards of transactional security and quality so that your information and details are secure. To know more about our policies please read the following to learn about our information gathering and dissemination practices.
When you use our Website, we store your browsing information so that we can provide services and features that meet your needs.
In general, you can browse the Website without telling us who you are or revealing any personal information about yourself. Once you give us your personal information, you are not anonymous to us. You always have the option to not provide information by choosing not to use a particular service or feature on the Website. We compile your usage behavior and personal information and the information on an aggregate basis for internal research to better enhance our product offerings to serve you better. This information may include the URL that you just came from (whether this URL is on our Website or not), which URL you next go to (whether this URL is on our Website or not), your computer browser information, and your IP address.
We use data collection devices such as "cookies (small file stored on your computer)" on certain pages of the Website to help analyze our web page flow, measure promotional effectiveness, and promote trust and safety. We offer certain features that are only available through the use of a "cookie".
Additionally, third parties may also place cookies or similar devices on our Website, which we cannot control. If you choose to buy on the Website, we collect information about your buying behavior.
If you transact with us, we collect some additional information, such as a billing address, a credit/debit card number and a credit/debit card expiration date and/ or other payment instrument details. If you post messages or leave feedback for us, we will collect that information you provide to us. We retain this information as necessary to resolve disputes, provide customer support and troubleshoot problems as permitted by law.
If you send us personal correspondence, such as emails or letters, or if other users or third parties send us correspondence about your activities or postings on the Website, we may collect such information into a file specific to you.
We will only share personal information with companies, organizations or individuals outside the periphery of Bangladesh Railway and Shohoz-Synesis-Vincen JV if we have a good-faith and believe that access, use, preservation or disclosure of the information is reasonably necessary to:
meet any applicable law, regulation, legal process or enforceable governmental request. enforce applicable Terms of Service, including investigation of potential violations, detect, prevent, or otherwise address fraud, security or technical issues. protect against harm to the rights, property or safety of Bangladesh Railway and Shohoz-Synesis-Vincen JV, our users or the public as required or permitted by law.
We may share aggregated, non-personally identifiable information publicly and with our partners – like bus operators, agents or connected sites. For example, we may share information publicly to show trends about the general use of our services. We may also share consolidated information provided by like-minded users 3rd parties without ever taking individual names, email ids or other contact details.
Information Collected while Using the Application
While using Our Application, in order to provide features of Our Application, We may collect, with your prior permission:
Information regarding your location
Information from your Device's phone book (contacts list)
Pictures and other information from your Device's camera and photo library
We use this information to provide features of Our Service, to improve and customize Our Service. The information may be uploaded to the Company's servers and/or it may be simply stored on your device.
You can enable or disable access to this information at any time, through Your Device settings. We don’t store or share any of your personal data to any other third-party channel. Your data security is important to us and we only process this data through Bangladesh Railway and Shohoz-Synesis-Vincen JV own channel to ensure features of our services.
Our Website has stringent security measures in place to protect the loss, misuse, and alteration of the information under our control. Whenever you change or access your account information, we offer the use of a secure server. As informed earlier in this policy, once we receive your information, we ensure strict security guidelines to protect it against unauthorized access. For example, we use SSL security to protect users against identity theft & spyware.
*Service Charge is charged by the service provider and it is non-refundable.