National Rail Conditions of Travel - Part F Your Refund and Compensation Rights
29. Refunds on Tickets Which You Have Chosen Not to Use or Have Been Part-used
29.1 If you purchase any Ticket(s) and then choose not to travel, you may apply for a refund from the original retailer, unless the terms and conditions of your Ticket(s) state otherwise. You must do this no more than 28 days after the expiry of the Ticket(s) unless the terms and conditions of your Ticket state otherwise.
29.2 In such cases, a deduction from your refund in the case of part-used Tickets will normally be calculated on the cost of the journey(s) actually made. An administration charge may also be made, which will not exceed £5 per Ticket (£10 per Ticket in the case of Season Tickets, as set out in Part G); however, if the administrative charge and/or other deductions exceed the refund amount no refund will be payable. If a delay or cancellation on any leg of your journey is the reason you could not complete your journey, you are entitled to a full refund on any Tickets held for that journey under Condition 30.1.
29.3 Your refund application will be processed as soon as reasonably practicable, and the refund paid within one month of receipt of your application.
29.4 The way in which your refund will be paid will depend on how your Ticket was originally paid for, as shown in the table below:
Method of payment | Method of refund |
|---|---|
Cash | Cash or, with your agreement, an alternative payment method such as cheque or credit to your bank account |
Cheque (where accepted) | Cash, or cheque (which could include the return of your cheque) at the discretion of the retailer |
Credit or debit card; PayPal | Credit to the relevant card account |
Rail travel warrant | Credit to the relevant warrant account |
Rail travel voucher | Rail travel vouchers of equivalent value or cash at the discretion of the retailer |
Part A: Summary of the Conditions
Part B: Introduction
Part C: Planning your journey and buying your Ticket
Part D: Using your Ticket
Part E: Making your Train Journey
Part F: Your refund and compensation rights
Part G: Special Conditions applying to Season Tickets
Part H: Lost Property
Appendices
Appendix A: List of Train Companies to which the National Rail Conditions of Travel apply
Appendix B: Definitions