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 prior to your Ticket(s) first becoming valid for travel. Refund requests submitted once the Ticket has become valid for travel will only be considered in exceptional circumstances where evidence of non-use or part-use is supplied, and must be submitted no later than 28 days after the expiry of the Ticket(s). In the case of part-used Tickets where a refund is agreed, a deduction will normally be made for travel already undertaken.

Information
For the purpose of Condition 29, a ticket becomes valid for use from the start date displayed on the ticket. This means refund requests must be submitted no later than 23:59 the day before the ticket becomes valid for travel.

29.2 An administration charge may 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 this exceeds 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. Refund applications are reviewed on individual circumstances and subject to the terms and conditions at point of sale. Applications deemed as fraudulent may result in further investigation and could lead to prosecution.

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