For tickets purchased until 31 March 2026:
Wholly unused tickets are refunded if surrendered before the day of travel. An administration charge is deducted.
For tickets purchased from 1 April 2026:
Refundable until 23:59 the day before the ticket becomes valid for travel.
Not refundable once the ticket has become valid for travel unless Condition 30 of the National Rail Conditions of Travel (failure of train service) applies.
In exceptional circumstances a refund may be considered on unused or part-used tickets that have become valid for travel. In such cases an application must be made to the retailer within 28 days of the expiry date of the ticket and should include the reason for non-use. Additional evidence may be requested, refunds will be on a discretionary basis, and any use made of the ticket may mean that in some circumstances no refund will be due.
Refunds are only available from the retailer that sold the tickets.
An administration fee (up to a maximum of £5 per ticket) may be applied.
