When and How to Claim a Refund

Purchase replacement tickets - if necessary - and complete the web form available on the company websites www.avmspa.it or www.actv.it under Customer Services - Refund Request Form.
Please note: for all refund requests, both original and replacement tickets and the corresponding sales receipts must be retained.

 

Online booking of Route 17 

You have pre-purchased a ferry boat ticket online (route 17) and have not correctly specified:

  • vehicle dimensions
  • the starting point
  • the vehicle licence plate

Purchase the correct ticket and booking from the Venezia Unica point of sale at Tronchetto or Lido S. Nicolò and submit your refund
request online, attaching a copy of the incorrect booking and a copy of the ticket (in the case of a single trip) or tickets (in the case of a
return trip) with the corresponding sales receipt.
Additional information can be found in the section Customer Services - Bookings - Regulations for online Ferry-boat bookings.

Self-service ticket machine

  • If the self-service ticket machine does not issue the requested ticket, purchase the same ticket again through other sales channels (Venezia Unica points of sale, authorised retailers, or the AVM Venezia Official App) and enclose a double-sided copy of the ticket together
    with the sales receipt with the refund request. Please note: if the intention was to top up or recharge a Venezia Unica card, first check that you have not clicked on "purchase tickets" instead of "recharge card". Should this be the case, then the selected tickets have been
    correctly issued and it will not be possible to apply for a refund.
  • If the self-service ticket machine issues fewer tickets than those requested, buy back the missing tickets through other sales channels (Venezia Unica points of sale, authorised retailers, or the AVM Venezia Official App) and attach the receipt issued by the ticket machine and
    the receipt for the purchase of the replacement tickets (they must be of the same type) with the refund request
  • If the self-service ticket machine does not give change and issues a no-change receipt, take the no-change receipt to the Venezia Unica points of sale in Mestre Centro, Tronchetto, Piazzale Roma, Lido SME, Rialto C/D, Ferrovia A/B, or San Marco-San Zaccaria E/F and the
    amount due will be refunded.
  • If the self-service ticket machine does not issue change or a receipt for no change and the payment was made in cash, give details of the coins and/or banknotes that were used in the machine on your refund request, making sure that details of the place (e.g. the stop) where
    the machine is located and the date/time of the transaction are also given. If payment was made by card, attach a receipt of the card payment issued by the self-service ticket machine or a detailed statement copy of the card that was used with the refund request (the
    date and time of the transaction must be indicated).
  • If you are unable to collect your Venezia Unica voucher tickets from the self-service ticket machine because they have already been collected, repurchase the tickets through other sales channels (Venezia Unica points of sale, authorised retailers, or the AVM Venezia
    Official App) and enclose a copy of the voucher purchased on Venezia Unica and a double-sided copy of the replacement tickets you have purchased along with the sales receipt with your refund request (replacement tickets will be refunded).

AVM Venezia Official App

  • In the event of App malfunctions, please contact customer support as soon as possible by completing the form available in the PROFILE section (icon in the top right-hand corner).
  • Should there be a malfunction or the ticket is not displayed in the App, purchase a replacement ticket of the same type and attach a double-sided copy of the ticket along with the purchase receipt to the refund request.

Contactless ticket

If the contactless paper ticket no longer works, a replacement is provided directly by the Venezia Unica point of sale (not by an authorised retailer), but only if the ticket is handed over with its corresponding sales receipt.
If you are unable to come in person to one of our sales outlets, please enclose a double-sided copy of the ticket along with the sales receipt with your refund request.

Over 75 Rete Unica 50% Membership

Are you entitled to the Rete Unica Over 75 50% one-year membership?
Over 75 passes are valid from 01/02 of the current year to 31/01 of the following year, in accordance with the ISEE certification required for issue. If you purchase a pass after February 20 (i.e. valid from March) you can request a refund of the uncharged monthly fee(s) by attaching a copy of the purchase receipt, indicating the serial number of the Venezia Unica card to the refund request.
Please note that in the Mobility Charter published on the company websites www.avmspa.it and www.actv.it more information is provided on specific cases for which refunds are available.