Right of withdrawal

If you wish to exercise your right of withdrawal, you must submit a request to Toutoui.

Submit a request to Toutoui

You have a withdrawal period of 14 calendar days, which begins on the day after you purchase your card or pass. If that first day falls on a weekend or a public holiday, it will be postponed to the next working day. The same rule applies to the last day of the withdrawal period.

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Where your right of withdrawal is not, or is no longer, accepted, there are certain circumstances in which you may be entitled to a full or partial refund for the card or subscription. You must provide supporting documents with your application so that it can be assessed.

The exceptional circumstances under which your refund request may be accepted are as follows: death, medical reasons, transfer abroad, loss of employment (redundancy or resignation, but only if you have purchased a Carte liberté).

Your request to exercise your right of withdrawal is only valid if the card or season ticket has not been used. If no journeys have been made, your right of withdrawal will be granted and you will be refunded the full amount paid as the holder of the discount card or season ticket. Please note that all your future bookings must be cancelled before you request a withdrawal.

If any journeys have been made between the purchase of the card or the taking out of the season ticket – even if the statutory 14-day withdrawal period is observed – the exercise of the right of withdrawal cannot be considered to be in good faith.

You may exercise your right of withdrawal if you purchased your card or took out your tariff remotely (online or by telephone) or at a self-service kiosk. Other channels are not eligible for the right of withdrawal.