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Claims and restitution

Information about how your details are used to settle claims and restitution requests.


What personal information do we use?

When trains are delayed or you forget to check in or out, you may be entitled to restitution of some of the travel costs. In order to refund your money, we must use information you provided to us when you purchased the travel product or submitted the claim. This information may include your contact details, OV-chipkaart number, banking information and travel history.

If you are the holder or booker of an NS Business Card issued by NS Zakelijk, we may also use your business contact details, if possible. If you forget to check out, then the refund will be paid to your employer. If you are eligible for a refund due to a delay, the refund will be paid to your own bank account.

What do we use your personal information for?

We constantly strive to improve our service. However, you might still run into delays or cancelled trains, or forget to check out. In that case, you might be entitled to a delay refund or another type of restitution.

You might also be unable to continue your travels in the unfortunate event of a payment processing error.

The principle for data processing is: the execution of the agreement.

If your train has been delayed or if you forgot to check out, you can request a delay refund, an NS International delay refund, or a 'forgot to check out' refund. In that case, we will use your contact details and travel details to determine whether you are entitled to restitution. We will also use your bank details to transfer the refund. You can contact the NS Customer Service with regard to this matter.  If you are the holder or booker of an NS Business Card issued by NS Zakelij kand you forget to check out, then the refund will be paid to your employer.

With regard to payment errors, we aim to compensate you automatically if you have ended up paying too much as a result of this error. In this case, you will not have to contact the NS Customer Service yourself. We will automatically top up your balance with the amount paid, or deduct this amount from your next invoice. You can pick up your credit for travelling on balance at an NS card machine or pick-up point. Please go to www.ns.nl to see whether you are entitled to automatic restitution. To facilitate this, NS will process your specific travel details for this particular purpose alone. If you do not want your travel details to be processed for this purpose, please notify the NS Customer Service.

With whom do we share this information?

We contract third parties to provide IT services. These parties process our information solely for our own internal use, and for no other purpose. We have made agreements with these parties pertaining to the processing of personal information.

We are authorised to provide your personal information to parties outside the European Economic Area under certain circumstances. In that event, we will take suitable measures with these parties, for example by agreeing to the standard provisions required by the European Commission.

How long do we store your information?

We will retain your personal information for up to 18 months after the end of the agreement. We only use detailed travel details for this specific purpose and delete them once the restitution has been finalised.