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Money Back Guarantee

Booked a journey online and changed your mind? It’s easy to get your money back on most bookings

We know plans can change…

Your meeting gets cancelled the day before you go. Or you book a romantic weekend away in Brighton and your partner catches a bad case of the flu.

Plans can change, and it’s fine to change your mind - and we’ll give you your money back when you do.

We want you to book your paper tickets with us with the peace of mind that you can get your money back if you have a change of heart.

Guaranteed refund

When you book with us online, you can get a full refund on most paper tickets if you decide not to travel as long as you select the ‘collect from station’ option.

You don’t need to give us any reason or tell us why you’ve changed your mind.

If you book online but don’t collect your paper tickets, you can now simply login to your online account and we’ll give you your money back.

We’ll refund you using the same payment method you used to buy your paper tickets, and we aim to process all refunds within ten working days.

How the guarantee works

You’re covered by the money back guarantee if you buy any of these paper tickets from us online:

  • Anytime
  • Anytime Day
  • Off-Peak
  • Off-Peak Day
  • Super Off-Peak

This includes tickets for children and discounted railcard tickets.

It covers paper tickets on Great Northern, Thameslink, Gatwick Express, Southern and other trains.

When you make your booking, make sure you choose the option to collect the paper tickets from the station (‘ticket on departure’). 

This means your paper tickets won’t be issued until you collect them – so if you can’t travel for any reason, we can easily refund you.

How to claim your refund

If you chose to collect your paper tickets at the station but didn’t pick them up, all you need to do is login to your online account and apply for your money back under Orders & Refunds and we’ll give you a refund.

You have 28 days to ask for a refund after the date on your ticket.

The way we refund you will be based on how you paid. For instance, if you paid by card, we’ll refund the money to the same account.