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Money back guarantee

Your questions about our money back guarantee answered here…

To request a refund please use our online refund form.

All refund requests under Money Back Guarantee should be made on within 28 days of the expiry date of the ticket.

We aim to process all refunds within 10 working days. All refunds have to be processed back to customers according to the original payment method. If you purchased your ticket using a debit/credit card, a member of the Refunds team will contact you by telephone to obtain your card details in order to process the refund.

You may buy as many qualifying tickets as you want, but if you want to book tickets for multiple trips in a single transaction on, we advise that in order for your tickets to qualify for the Money Back Guarantee, that you book the tickets you need for each trip in separate transactions. Otherwise, when you collect your tickets from the machine in the station for your first trip, it will give you all the tickets for all the journeys you booked so invalidating them for the Money Back Guarantee.

There is no limit to the number of times you can apply for a refund under the Money Back Guarantee so long as the tickets you bought online via are Anytime, Anytime Day, Off-Peak, Off-Peak Day, or Super Off-Peak Day tickets bought

For the Money Back Guarantee to be valid, you must not collect your tickets from the Ticket On Departure (TOD) machines in the station - if you do collect your tickets, the Money Back Guarantee will no longer apply. We therefore advise you not to collect your tickets until you are certain you wish to use them.

If you do collect your tickets from a TOD or TVM machine from the station, then standard refund rules will apply and you will be charged the normal £10 refund administrative fee.

This offer includes all journeys (on qualifying tickets) booked via on Great Northern, Gatwick Express, Southern, and Thameslink and Great Northern, and other Train Operators.

This offer is valid for Anytime, Off-Peak Day, Off-Peak, and Super Off-Peak Day tickets nationwide when purchased online at, including Child tickets and discounted Railcard tickets. All other tickets including Daysave, Downlander, and Season Tickets, Thameslink Advance, and non-Thameslink Advance tickets are excluded from this offer.

Money Back Guarantee does not apply to any tickets purchased on the key smartcard.

This decision has been made to ensure consistency with other Train Operating Companies in terms of the restrictions that apply to Advance tickets.

Advance tickets will still be refundable if the train you intended to use is cancelled, delayed or your reservation will not be honoured and you decide not to travel as a result.

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