The “unconditional refund” service of Suzhou Rail Transit (SRT for short) has been well received since it was introduced on July 17, 2020. Given the passengers’ comments and suggestions, SRT has now upgraded its unconditional refund service to better serve the public. The newest refund policy is specified as follows:
Suzhou Rail Transit Unconditional
Refund Policy
I. Single-ride Ticket
Passenger can give back unused single-ride ticket (for the day) to any one of the SRT stations; once the station staff confirms that the ticket is purchased for the day and remains unused, passenger may get a full refund.
II. Tourism Ticket
1. Printed Tourism Ticket
For unused printed tourism ticket, passenger can give back the ticket to any one of the SRT stations within 7 days (including the day of purchase) after purchase; once the station staff confirms that the ticket remains unused, passenger may get a full refund.
2. Digital Tourism Ticket
Passenger can dial the SRT service hotline 4008260808 (9am to 9pm) to claim a refund for unused digital tourism ticket within validity period (24 hours for one-day ticket, 72 hours for three-day ticket); once the staff confirms that the ticket remains unused, passenger may get a full refund.
III. SRT Pass
1. Printed SRT Pass
For unused printed SRT pass, passenger can give back the pass to any one of the SRT stations within 7 days (including the day of purchase) after purchase; once the station staff confirms that the pass remains unused, passenger may get a full refund.
2. Digital SRT Pass
Passenger can dial the SRT service hotline 4008260808 (9am to 9pm) to claim a refund for unused digital SRT pass within 7 days (including the day of purchase) after purchase; once the staff confirms that the pass remains unused, passenger may get a full refund.
IV. Ride Cancellation
Passenger can go to the service center of each SRT station to cancel their ride within 10 minutes after swiping ticket.
For single-ride ticket, passenger may get a full refund and exit via the side door if the station staff confirms that they stayed in the station for less than 10 minutes after swiping ticket; for tourism ticket and free ticket, passenger can directly swipe their ticket again to exit; for other types of tickets or QR ride code, the station will renew their information gratis and the passenger can exit via the side door. For those stayed in the station for more than 10 minutes after swiping ticket, or those entered the wrong station, refund or information renewal service will be unavailable.
*Wrong station means the passenger enters a station which is not the same one as his/her ticket denotes.
