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.

Ticket purchase limitation per day:

Bangladesh Railway passengers:

1. Can purchase maximum 4 tickets (seats) in a single transaction. The transaction can be online or at the ticket booking counter at stations.
2. Can do maximum of 2 transactions per day.
   • Maximum of 8 tickets can be purchased per day.
   • Train numbers should be different for those two transactions.
   • Origin stations should be different for those two transactions.

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 support@eticket.railway.gov.bd 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 support@eticket.railway.gov.bd.

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 Bangladesh Railway Coaching Tariff.

Ticket purchase, refund and journey rules & regulations:

1. This ticket is non-transferable and non-assignable.
2. It is mandatory for children between 3 to 12 years old to purchase minor tickets.
3. No additional fees for Passengers who travel within the luggage weight limits of:
   AC- 56 KG, First Class- 37.5 KG, Shovon chair/ Shovon- 28 KG, Shulobh- 23 KG;
4. The coach/seat number may change during the journey due to unavoidable circumstances;
5. Ticket return policy:
   • In case of ticket return 48 hours prior to the commencement of the journey, BDT 40 or 10% of the ticket fare, whichever is more will be deducted;
   • In case of less than 48 hours and more than 24 hours, BDT 40 or 25% of the ticket fare, whichever is more will be deducted;
   • In case of less than 24 hours and more than 12 hours, BDT 40 or 50% of the ticket fare, whichever is more will be deducted;
   • For less than 12 hours and more than 06 hours, BDT 40 or 75% of the ticket fare, whichever is more will be deducted;
   • No refund for less than 06 hours;
   • Service charges for online purchase are non-refundable.
6. Bangladesh Railway is a national resource. Do not travel by Bangladesh Railway without purchasing a ticket. Buy train tickets while travelling and encourage others to do so. Any travelling without a valid ticket may be subject to prosecution.
7. For travelling with Bangladesh Railway, the passenger must have a valid ticket. No expired ticket or ticket having a future date of travel would be valid.
8. It is the responsibility of the Client-Passenger to check the correctness of the ticket concerning the travel date and time, destination, seat number and coach details. Wrongly purchased tickets may be replaced depending on the availability of the desired destination, seat number etc.
9. Except for whatever liability is admitted by Bangladesh Railway or Shohoz-Synesis-Vincen JV in this terms and conditions, neither Bangladesh Railway nor Shohoz-Synesis-Vincen JV accepts any liability of whatever nature arising out of the rail ticket or the travel.

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.

Provision for case in which tickets have been issued for trains not having room available for additional passenger:

• Fares shall be deemed to be accepted, and tickets to be issued, subject to the condition of there being room available in the train for which the tickets are issued.
• A person to whom a ticket has been issued and for whom there is not room available in the train for which the ticket was issued shall on returning the ticket within three hours after the departure of the train be entitled to have his fare at once refunded.
• A person for whom there is not room available for the class of carriage for which he has purchased a ticket and who is obliged to travel in a carriage of a lower class shall be entitled on delivering up his ticket to a refund of the difference between the fare paid by him and the fare payable for the class of carriage in which he travelled.

*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.

Section 59

• No person shall be entitled to take with him, or to require a railway administration to carry, any dangerous or offensive goods upon a railway.
• No person shall take any such goods with him upon railway without giving notice of their nature to the Station Master or other railway servant in charge of the place where he brings the goods upon the railway, or shall tender or deliver any such goods for carriage upon a railway without distinctly marking their nature on the outside of the package containing them or otherwise giving notice in writing of their nature to the railway servant to whom he tenders or delivers them.
• Any railway servant may refuse to receive such goods for carriage, and, when such goods have been so received without such notice as is mentioned in sub-section (2) having to his knowledge been given, may refuse to carry them or may stop their transit.
• If any railway servant has reason to believe any such goods to be contained in a package with respect to the contents whereof such notice as is mentioned in sub-section (2) has not to his knowledge been given. he may cause the package to be opened for the purpose of ascertaining its contents.
• Nothing in this section shall be construed to derogate from the Explosives Act. 1884, or any rule under that act, and nothing in sub-sections (1), (3) and (4) shall be construed to apply to any goods tendered or delivered for carriage by order or on behalf of the Government or to any goods which an officer, soldier, sailor [airman] or police-officer, or a member of the Bangladesh Territorial Force, or of the Auxiliary Force, Bangladesh may take with him upon a railway in the course of his employment or duty as such.

Section 66

• Every person desirous of travelling on a railway shall, upon payment of his fare, be supplied with a ticket, specifying the class of carriage for which, and the place from and the place to which, the fare has been paid, and the amount of the fare,
• The matters required by sub-section (1) to be specified on a ticket shall be set forth-
1. if the class of carriage to be specified thereon is the lowest class, then in a vernacular language in common use in the territory traversed by the railway, and
2. if the class of carriage to be so specified is any other than the lowest class, then in English.

Section 67

• Fares shall be deemed to be accepted, and tickets to be issued, subject to the condition of there being room available in the train for which the tickets are issued.
• A person to whom a ticket has been issued and for whom there is no room available in the train for which the ticket was issued, shall, on returning the ticket within three hours after the departure of the train, be entitled to have his fare at once refunded.
• A person for whom there is no room available in the class of carriage for which he has purchased a ticket and who is obliged to travel in a carriage of a lower class shall be entitled on delivering up his ticket to a refund of the difference between the fare paid by him and the fare payable for the class of carriage in which he travelled.

Section 68

• No person shall, without the permission of a railway servant, enter or remain in any carriage on a railway for the purpose of travelling therein as a passenger unless he was with him a proper pass or ticket.
• A railway servant when granting the permission referred to in sub-section (1) shall ordinarily if empowered in this behalf by the railway administration, grant to the passenger a certificate that the Passenger has been permitted to travel in such carriage upon condition that he subsequently pays the fare payable for the distance to be travelled.

Section 77

• A person shall not be entitled to a refund of an overcharge in respect of animals or goods carried by railway or to compensation for the loss, destruction or deterioration of animals or goods delivered to be so carried, unless his claim to the refund or compensation has been preferred in writing by him or on his behalf to the railway administration within six months from the date of the delivery of the animals or goods for carriage by railway.

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.

Note: Kindly note that our privacy policy is subject to change at any time without prior notice. To ensure that you are aware of any changes, please review this policy at regular intervals.

By visiting this Website, you agree to be bound by the terms and conditions of this Privacy Policy. Any disagreement will be subject to the jurisdiction of Bangladesh.

By mere use of the Website, you express consent to our use and disclosure of your personal information in accordance with this Privacy Policy. This Privacy Policy is incorporated into and subject to the Terms of Use

1. Collection of Personally Identifiable Information and other Information

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 collect personally identifiable information (email address, name, phone number, NID) from you when you set up a free account with us. However, data protection is a matter of trust and your privacy is important to us. We shall therefore use your name and other information which relates to you in the manner set out in this Privacy Policy. We will only collect information where it is necessary for us to do so and we will only collect information

2. Sharing of personal information

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.

If Bangladesh Railway and Shohoz-Synesis-Vincen JV is involved in a merger, acquisition or asset sale, we will continue to ensure the confidentiality of your personal information and give notice before personal information is transferred or becomes subject to a different privacy policy.

3. Collecting and Using Your Personal Data

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.

If you have any questions about this Privacy Policy, you can contact us by email: support@eticket.railway.gov.bd

4. Security Precautions

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.

5. Your Consent

By using the Website and/ or by providing your information, you consent to the collection and use of the information you disclose on the Website in accordance with this Privacy Policy, including but not limited to your consent for sharing your information as per this privacy policy.

We may decide to make amends to this privacy policy without prior information, therefore, it is suggested you review this page at regular intervals. This ensures you are up-to-date with the details of the information we collect, how we use it, and under what circumstances we disclose it.

1. For a refund of successfully purchased tickets, the Client or Passenger or Purchaser of the e-tickets 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.
2. Ticket return policy:
   • In case of ticket return 48 hours prior to the commencement of the journey, BDT 40 or 10% of the ticket fare, whichever is more will be deducted;
   • In case of less than 48 hours and more than 24 hours, BDT 40 or 25% of the ticket fare, whichever is more will be deducted;
   • In case of less than 24 hours and more than 12 hours, BDT 40 or 50% of the ticket fare, whichever is more will be deducted;
   • For less than 12 hours and more than 06 hours, BDT 40 or 75% of the ticket fare, whichever is more will be deducted;
   • No refund for less than 06 hours;
   • Service charges for online purchase are non-refundable.
3. 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.
4. 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 support@eticket.railway.gov.bd 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.
5. 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.
6. Advance tickets for Eid travel are non-refundable.

*Service Charge is charged by the service provider and it is non-refundable.