CANCELLATION & REFUND

We understand that travel plans can change.
That’s why any online purchase of Prague CoolPass or Prague Card can be fully refunded, as long as the pass hasn’t been used.

If you purchased a Prague CoolPass or Prague Card and later decide not to use it, you can cancel your order easily:

✔️ 100% refund
✔️ No time limits
✔️ No cancellation fees

The only condition is that the pass must not be activated.
Activation happens at the moment of your first entry to an attraction, when the QR code is scanned or the card is first used. Once activated, the pass is considered used and can no longer be refunded.
The same rules apply to the physical Prague Card. A full refund is possible if you are unable to collect your ordered card, or if the card has not been activated (not signed and not used at any attraction). Once the card is activated, it is considered used and cannot be refunded.

HOW TO REQUEST A REFUND
Simply send us an email at admin@hellopraguecard.com and include your full name, your order reference number, a short description of your request. The money will be returned using the original payment method. (Please note that the exact timing depends on your bank.)

IMPORTANT NOTES
✔️ A Prague CoolPass cannot be refunded after it has been registered in the app and used at any attraction.
✔️ A Prague Card becomes valid once the start date is marked and the card is used. After activation, refunds are no longer possible.
✔️ Lost or stolen physical cards cannot be refunded or replaced.
✔️ Attractions reserve the right to change opening hours and prices without prior notice.
✔️ No refunds are provided for temporary closures of attractions or services.
✔️ No reimbursement is possible for attractions or services not used during the validity period of the Prague Card or Prague CoolPass.