Refunds and statutory cancellation period

Refund of Travel Money, lost/stolen Kolumbus Card, statutory cancellation period and refunds related to products.

Lost, stolen or damaged Kolumbus card

If you have a Kolumbus Card with your name and date of birth, you must show identification that proves you are the owner of the Kolumbus Card, before we can replace the card's content. If you have a Kolumbus card without your name and date of birth, you must state the card number before we can make a refund.

In both cases, you must pay a card fee of NOK 50 to recreate your Kolumbus Card. Visit one of our customer service centres, where we will block the old card and transfer the remaining amount to a new Kolumbus card.

We will replace Kolumbus Cards that have ceased to work, free of charge, if you drop by one of our customer service centres with the card.

To make a copy of a Kolumbus Card and transfer any tickets, your card number must be legible. If the card has been damaged beyond normal wear and tear, you must pay a card fee of NOK 50 to obtain a new card.

If you have lost a Kolumbus Card which holds a School ticket, you must notify the school.

Mini-cards are non-refundable.

Statutory cancellation right and complaints/claims

You may use your statutory cancellation right, as long as the ticket is unused. Remember that a ticket bought via the mobile application is actived and thereby categorised as used the minute it is bought. If you have an unused ticket that you regret having bought, you must claim a refund within 14 days after your purchase. The rules for the statutory cancellation right are found in the Norwegian Cancellation of Consumer Purchases Act. Read more about how tickets for bus, train and plane are exempt from the law at the Norwegian Consumer Council's webpages.

If there is a flaw to the ticket, you must within a reasonable time after you detected it, give written notice (via our contact form or a letter) that you want to make a complaint/claim . You will then receive information about what you should do next. The rules about complaints/claims are found in the Norwegian Consumer Purchases Act.


Refunds

To receive a refund for 30 and 365-day tickets, the remaining period of validity must exceed ten days. The 24-hour ticket and 7-day ticket are refundable only if they have not been used. If you want a refund for your Travel Money, the remaining balance will be refunded and your Kolumbus Card will be blocked.

Ticket refunds are given in the following events:

In the event of illness: With a valid doctor's certificate, the customer is given a refund of the remaining amount of the ticket, as of the first day the doctor's certificate applies. If the refund is for a period which has not been started, the refund is carried out immediately. This can be done with retroactive force.

In the event of death: A death certificate must be produced. The Kolumbus Card must be returned and the customer relationship terminated. This can be done with retroactive force.

In the event of an address change: A notice of the address change must be produced. The refund applies from when the customer returns the Kolumbus Card for refund. This cannot be done retroactively.

In the event of travel habit changes due to work-related issues: A letter of employment must be produced. The refund applies from when the customer returns the Kolumbus Card for refund. This cannot be done retroactively.

If Kolumbus has made a mistake, you may visit a customer service centre and have the error corrected. This can be done with retroactive force. If the customer has made an error when buying the ticket online, the statutory cancellation right as described previously on this page applies.

To receive a refund, you can fill out the refund form where you can upload necessary documentation. Note: if you have a used ticket you want refunded due to a delay, you have to fill out the form for travel guarantee.

Refunds made via a bank normally take up to 14 days. In busy periods, this may take longer.

You can also bring a valid photo ID, your bank account number, Kolumbus Card number and relevant documentation according to the list "A refund is given in the following cases" to Kolumbus' customer centre to receive your refund either in cash over the counter or to your bank account.


Last updated : 23.02.2018