Refunds for loss or theft
If your OV-chipkaart or NS-Business Card with a season ticket is lost or stolen, then you can request a replacement card. If you need your season ticket, but your replacement card has not yet arrived, you can request temporary travel via Mijn NS or NS Customer Service. Temporary tickets are not available with the NS-Business Card, as you can declare all of your travel costs.
Blocking my OV-chipkaart
Has your OV-chipkaart or NS-Business Card with a season ticket been lost or stolen? If so, you should block your card and request a new one.
Travelling with a temporary ticket
While you are waiting for your new OV-chipkaart to arrive, you can continue to use your season ticket with a temporary ticket by downloading your season ticket to a temporary personal or anonymous OV-chipkaart. The temporary ticket option is not available for the NS-Business Card. If you are waiting for a new OV-chipkaart or NS-Business Card, then you can also travel with an e-ticket or an anonymous or single-use OV-chipkaart.
Requesting a refund for loss or theft
Declare your travels with your OV-chipkaart
When your season ticket is lost or stolen, you can almost always request a refund for the travels you make with a temporary ticket. You may request refunds starting from 3 working days after you have requested a replacement card. For the Voordeelurenabonnement, you can request a refund after 10 working day. You can continue to request refunds for travels using a replacement card for one month after you order the new card. This period does not apply to declarations for travels with your OV-Jaarabonnement or Jaartrajectabonnement. Read how to declare the costs of your travels below.
Declaring your travels using an anonymous OV-chipkaart
If you are traveling with an anonymous OV-chipkaart after your OV-chipkaart with a season ticket has been lost or stolen, then you can call NS Customer Service to request a refund for your travel costs. The NS Customer Service employee will ask you for the following information:
- The number of the anonymous OV-chipkaart that you have been using temporarily;
- The period for which you will be submitting declarations.
NS can see when you checked in and out, so we can calculate how much money you should receive as a refund.
Declaring your travels with a single-use chipkaart
If you purchase a single-use chipkaart after discovering that you OV-chipkaart with a season ticket has been lost or stolen, Please contact NS Customer Service to request a refund of your extra travel costs.
Declaring your temporary travels with an e-ticket
Send a letter to NS Customer Service with your last name and initials, date of birth and period in which you traveled with an e-ticket. NS will call up the e-tickets you have purchased and calculate the amount of your refund.
Declaring your travels with an NS-Business Card
If your NS-Business Card with a Traject Vrij, Trein Vrij or OV Vrij season ticket is lost or stolen, you may request a refund for the extra costs that are covered by your season tickets. You can request refunds for a period of up to 14 days while you are waiting for your new NS-Business Card. To request a refund, send proof of your journeys to NS Zakelijk Customer Service, Postbus 2372, 3500 GJ Utrecht with reference to: refund request.
Include the following information:
- your name;
- your bank account number;
- your NS-Business Card number;
- the reason why you are requesting a refund.
You can submit a refund request up to 90 days after your travels.