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Last updated: 17:12
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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.

Refunding more than one ticket

You can ask for refunds on as many tickets as you like, but if they’re all on the same booking we can’t separate them for the purposes of issuing refunds. 

So, if you don’t know whether you’ll need all your tickets, you can book each part of your trip separately. This means you can collect only the tickets you need, and the rest will still be covered by the money-back guarantee. 

Getting a refund without the money back guarantee

If you can’t use the money back guarantee you can still ask for a refund, but you may have to pay a £10 administration fee.

The guarantee doesn’t cover:

  • Advance tickets
  • Season tickets
  • tickets bought on Key Smartcards or as eTickets

And you won’t be covered if you:

  • buy your tickets at the station
  • get your tickets posted to you
  • have already collected your tickets from the ticket machine

Find out more about asking for a refund.

Terms and conditions

1. This offer is valid for paper tickets booked on for any journey and for travel on any train operator, for the following ticket types: 

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

2. Other ticket types are not included in this offer.

3. The guarantee also applies to Child tickets, Railcard discounted tickets, and any other discounted tickets, subject to the terms and conditions of the Railcard or discount offered

4. This offer is only valid for paper tickets purchased online at with ‘Ticket on Departure’ as the delivery option, and the tickets have not been collected. We therefore advise you not to collect your tickets until you are certain you wish to use them

5. If you wish 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

6. To apply for a refund of your ticket please view our refund pages

If you do collect your paper tickets from a Ticket On Departure or Ticket Vending Machine at the station, then standard refund rules will apply, and you will be charged the normal £10 refund administrative fee per booking. Advance tickets are not refundable

7. All refund requests under the money back guarantee should be made within 28 days of the expiry date of the ticket

8. 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

9. 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