After we have received your returned tickets, the process is first checked. After a successful first check the order is canceled by our employees and the ticket price at original payment is returned automatically to the credit card used for the purchase. If you aren't the person who initially bought the ticket, you need a written refund request with your bank information. If the payment had been made by bill, money transfer, or with Giropay you will receive the refund, due to automatic processes and different bank processing times, usually after about 14 days. If we have any questions or issues from our side, we will naturally try to contact you.