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You are here: Home > Contact Us > FAQs > Refunds

Refunds

After what period of time can I claim a refund?
Can I cancel tickets before I receive or collect them?
Can I claim a refund on the excess payment I have had to make because I forgot to carry my Railcard?
How do I apply for a refund?

Customers should be aware that all refunds carry a £10 admin fee


After what period of time can I claim a refund?
Refunds must be claimed within 28 days of the ticket’s expiry date. The expiry date depends on the terms and conditions of the ticket you have purchased.

To check the terms and conditions of your ticket, log into Your Account on our Online Booking System (then click 'Manage my account' in the red box on the right side of the homepage) and click on the ticket for which you require a refund. The conditions relating to that ticket will be displayed.

Can I cancel tickets before I receive or collect them?
You can cancel your tickets before you receive them in the post. Log into My Account on our Online Booking System (then click 'Manage my account' in the red box on the right side of the homepage), click on 'Apply for a refund' and follow the instructions.

If you selected the Self-Service Ticket Vending Machine option and have not collected your tickets, we will process the claim without you having to collect the tickets

Please note: In both cases we require a fully completed Refund Form. If you elected to have your tickets posted to you, you will be asked to return the tickets once you receive them. Your refund will not be processed until we are in receipt of the tickets.

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Can I claim a refund on the excess payment I have had to make because I forgot to carry my Railcard?
No. The Railcard terms and conditions state that you must carry it with you at all times if travelling with a Railcard-discounted ticket.

If you do not have the Railcard with you at the time your ticket is inspected you will be liable to pay the difference between the price paid for your ticket and the full undiscounted fare. You will not be entitled to a refund of this charge even if you can provide a copy of the Railcard at a later date.

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How do I apply for a refund?
Log into Your Account on our Online Booking System (then click 'Manage my account' in the red box on the right side of the homepage), click on 'Apply for a Refund' fill in the details and click the submit request button at the bottom of the page. Print the form and send to us at the address shown.

If you are in possession of the tickets for which you require a refund you must return these with the completed form. Your refund will not be progressed until we are in receipt of the tickets. The refund process will take up to 7 days and your account will be credited when the refund is processed.

For those customers who are not comfortable sending their credit card details through the post please enter a phone number where we can reach you.

Please be aware that the process may take slightly longer than 7 days if we need to ring you for your details.

If you selected the Self Service Ticket Vending Machine option and have not collected your tickets, we will process the claim without you having to collect the tickets.

The amount of refund that you are due will depend on the ticket purchased and the terms and conditions of that ticket. This information is available in 'Your Account' on our Online Booking System under 'Check your order status'.

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All refunds to tickets will incur a £10 charge.

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