City Pass refund

Can a City Pass be refunded?

City Pass can be refunded according to these rules:

  • Before the City Pass becomes valid: Full refund
  • When the City Pass is valid or after expiry: No refund*

* The exception is if you were unable to use the ticket due to technical difficulties or downtime at the transport companies, without the possibility of replacement transport. Contact DOT Customer Service and explain what happened.

Here's how you do it:

Refund in case of illness and death:

Write to:

Movia Kundecenter
Gammel Køge Landevej 3
2500 Valby

Please enclose a receipt for the City Pass purchase, as well as a medical certificate or documentation from a hospital, from which it appears that you have not been able to use buses, trains or metro during the period.

In the event of death, a refund can also be made retroactively. Please enclose a copy of the death certificate.

If you purchased the City Pass in the DOT Tickets app, you can also send the documentation to Movia digitally. You do this via our contact form here.

When can I expect the refund?

Refunds are transferred back to your payment card (if the purchase was made i DOT Tickets app) or paid to your NemKonto. It usually takes approximately 5 days before the amount is returned to the account. You can typically read about these terms on your bank's website. This also applies to reserved amounts which are released by the transport companies.