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Getting a refund (9)

After what period of time can I claim a refund?

The maximum period in which you can claim a refund is within 28 days of the tickets expiry date.

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Can I apply for a refund at any station?

Tickets can only be refunded at the point of issue. If your ticket was ordered from the website, please visit 'My Account' and select 'Apply for a Refund'. Alternatively please contact us on 0844 811 0124.

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Can I get a refund for train tickets booked through the mobile site?

Yes if the ticket you purchased is refundable.

To discuss a possible refund, please contact us on 0844 811 0124.

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How can I apply for a refund or cancel my ticket?

When may I claim a refund?

You may request a refund for any unused ticket where the terms and conditions of that ticket type allow for a refund. You can apply for a refund in the 'My account' section of the website.

Please note: no refunds or changes to travel are allowed with Print your own tickets.

What reason do I need to refund a ticket?

Providing the terms and conditions of your ticket permit a refund then you do not need to give a reason for cancelling your ticket.

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How do I claim for a Season Ticket refund?

You should apply for a refund on your Season ticket in the 'My account' section of the website. Once you have a refund quote you should print the form and post by Special Delivery with your ticket to:

Thetrainline Seasons
PO Box 23971

We must receive your Season ticket within three days of your quoted last day of use, failure to provide the ticket within three days may mean the refund amount is less than the quotation. Your refund is based on what would have been paid if you had bought a ticket for the period of actual use.

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I have been off sick. Can I claim a refund for the days I didn't use my Season ticket?

Your Season ticket must be sent back by Special Delivery to thetrainline on commencement of long term sickness, this will then be refunded and a new ticket must be purchased when you return to work. You may also send back the ticket by Special Delivery on the day you return to work accompanied by medical evidence from the commencement of sickness to the date of resumption to work. Please follow the procedure in 'My account' and 'Apply for refund' of your Season ticket.

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I have been told that there is no refund value on my annual Season ticket. Why is this?

An annual Season ticket is a discounted ticket and has no refund value after 10 months and 13 days.

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When should I expect my refund?

When requesting a refund you should have been given an estimated refund processing date. Although we try our best, sometimes unforeseen circumstances such as adverse weather conditions or unusually high volume of requests make it difficult to meet these dates. Conversely, our dedicated refund team often process refunds quicker than the original processing date stated.

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What is the European Commission Online Dispute Resolution platform?

Our customer service team will endeavour to resolve any queries you may have from your use of our website.  However, if you are unhappy with how we have dealt with your query, you can contact the European Commission Online Dispute Resolution Platform.

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