Right of withdrawal

    Have you bought a Carte Liberté or a Carte Avantage and want to change your mind? Here's how to exercise your right of withdrawal.
    Updated on 28 April 20264-minute read

    Conditions for exercising the right of withdrawal

    Your Carte Liberté, Avantage (Jeune, Adulte and Senior) discount cards are covered by the right of withdrawal if they were purchased remotely (online or by telephone) or at a self-service terminal.

    To exercise your right of withdrawal, you must complete a withdrawal form. If your request is accepted, your card or subscription will be refunded directly to the payment card used at the time of purchase.

    If you have a MAX subscription (YOUNG, SENIOR, ACTIVE and ACTIVE+), your request is made directly from the MAX space.

    Access the form

    14 days to change your mind

    You have a period of 14 calendar days to change your mind from the day after the date of purchase of your card or subscription.

    If you have not travelled with your card or season ticket and you make a request within this period, you will receive a full refund of the amount initially paid.

    Are you eligible?

    The 14-day period begins on the day following the purchase of the card or season ticket. If this first day is a Saturday, Sunday or public holiday, the period is extended to the next working day. This condition also applies to the expiry date.

    Here are the details of the cases in which you have access to the right of withdrawal, as well as the situations in which no request for reimbursement will be granted.

    The countdown for calculating the right of withdrawal period may not begin on the following day, which falls on a public holiday (11 November), or on the following days (Saturday and Sunday). The countdown will therefore begin on Monday 14 November.

    As the 14th day is Sunday 27 November, the deadline is extended to the next working day. You can therefore make your request up to and including 28 November.

    Even if you bought your card before 12 October, it will still be subject to a 14-day period. If you have chosen a later date for the start of the validity period, for example1 December, the period begins on 7 October and expires on 20 October. If you make a request for a refund after this date, it will not be accepted because the legal 14-day period has passed. Your card cannot be refunded.

    You decide on 17 November to exercise your right of withdrawal, but you have already travelled on 15 November at the card fare. Your withdrawal request is not accepted, even if the 14-day period has not been exceeded, because your card has already been used.

    You have chosen 19 October as the start date of validity and have purchased a return journey at the card rate: departure on 22 October, return on 28 October. On 14 October, you decide to exercise your right of withdrawal. For the request to be accepted, you must first cancel all the journeys purchased at the fare of the card used (return journey from 22 to 28 October).

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