Check here for some of our frequently asked questions about refunds (Updated for COVID-19)
COVID-19 Refund Guide
For tickets purchased on or after Monday 07 September 2020
Refunding Anytime, Off-Peak (including Super Off-Peak) and Advance Tickets
- If you have an Off-Peak or Anytime ticket and you apply for a refund on an unused ticket, an admin fee of no more than £10 may apply.
- Customers can apply for refunds up to four weeks from the last day that the ticket was valid
- Advance tickets are non-refundable (unless disruption to your booked journey means you do not travel) but you can change the date and time of your booking
- From Sunday 01 November , Advance tickets purchased before restrictions were announced ( 31 October 2020 ), can be changed to another date and time without an admin fee (you will only need to pay the difference in fare if there is one), or - where possible - can be surrendered for a voucher or credit note for the value of the ticket, to use towards travel at a later date. Contact the original retailer of your ticket for details.
Advance tickets are non-refundable, even in lockdown or quarantine scenarios , customers may wish to consider purchasing a more flexible ticket for travel
The Information on National Lockdown can be found here:
Information on Advance Ticket refunds and Changeovers can be found here:
How do I apply for a refund?
Log into Your Account, click on “Apply for a Refund” and follow the instructions.
If you are in possession of the tickets for which you require a refund, you must return these with the completed online refund request form. This must be printed and returned; otherwise we are not aware that you have applied for a refund request.
Your refund will not be processed until we are in receipt of the tickets. If you selected the self-service ticket option and have not collected your tickets, we will process the claim without you having to collect the tickets. However, you must still complete the online refund request form, or contact our web support team to make us aware of your claim.
You are required to contact us within 28 days from your ticket expiry date, failing to do so will discard your refund request and funds will not be returned.
We advise you to send your tickets back via guaranteed delivery service, such as Royal Mail Special Delivery or Recorded Delivery, as we cannot be held liable for any tickets lost in transit to us.
We regret that the postage and packaging costs cannot be refunded.
From receipt it will take up to 28 working days to process your refund and it may take a further 5 days for this credit to appear on your statement, we will charge a £10 administration fee for processing refunds.
The amount of refund that you are due will depend on the ticket purchased and the terms and conditions of that ticket.
How to claim a full refund due to a disrupted/cancelled service?
To be eligible for a refund due to a disruption or cancellation you will be required to collect confirmation from the relevant TOC (Train Operating Company) that operated your particular service at the time of the disruption/cancellation.
It is your responsibility to contact the TOC to request written confirmation.
Once you have received the written confirmation from the TOC you should send this along with the tickets to the address below:
PO Box 6136
You have 28 days after the ticket expiry date to provide us with your tickets and confirmation to be eligible for a refund.
After what period of time can I claim a refund?
Refunds must be claimed within 28 days of the ticket’s expiry date. The expiry date depends on the terms and conditions of the ticket you have purchased.To check the terms and conditions of your ticket, log into Your Account and click on the ticket for which you require a refund. The conditions relating to that ticket will be displayed.
Can I cancel tickets before I receive or collect them?
You can cancel your tickets before you receive them in the post. Log into Your Account , go to My Booking , select “Refund Journey” within the “I would like to:” dropdown and fill out the form against the ticket transaction that you want to cancel. If you selected the self-service ticket machine and have not collected your tickets, we will process the claim without you having to collect the tickets. The money will be transferred back into your account automatically.
Please note: If you elected to have your tickets posted to you, you will be asked to return the tickets once you receive them. Your refund will not be processed until we are in receipt of the tickets. The amount of refund that you are due will depend on the ticket purchased and the terms and conditions of that ticket. This information is available in ' Your Account ' under 'Check your order status'
Where can I check the amount of refund to which I am entitled?
Log into Your Account and click on the ticket for which you require a refund. The conditions relating to that ticket will be displayed. Ticket conditions can be viewed at anytime during the booking process.
Will I get a confirmation email to inform me that my refund has been completed?
Once your refund has been processed we will send you an email to confirm the amount credited to your bank account. NB: From receipt of the confirmation email it may take a further 5 days for this credit to appear on your statement.
How long will it take for my refund to be processed?
We process all refund requests within 28 days from either receipt of your tickets (for tickets posted), or from submitting your refund claim online (for tickets collected at the station). Once a refund has been processed it can take a further 5 days for the credit to appear on your statement. If your card statement is due within the next few days you may not see the credit until the following month’s statement. In this case you can check whether the money has been credited to your account by contacting your card issuer.
Can I claim a refund on the excess payment I have had to make because I forgot to carry my Railcard?
No. The Railcard terms and conditions state that you must carry it with you at all times if travelling with a Railcard-discounted ticket. If you do not have the Railcard with you at the time your ticket is inspected you will be liable to pay the difference between the price paid for your ticket and the full non-discounted fare. You will not be entitled to a refund of this charge even if you can provide a copy of the Railcard at a later date.
When can I claim compensation for delays to train services?
If you travel on a train service that is delayed by more than a certain time for which the Train Operator or Network Rail is responsible, please contact Passenger's Charter.
What should I do if I think I have been doubled charged?
If you appear to have been charged twice for one set of tickets please call Web Support on 0800 377 7748 (free phone)
What should I do if I have received two identical sets of tickets?
If you only booked one set of tickets and you have received two, please check your bookings in Your Account under "Check your order status". If a duplicate booking has been made, log into Your Account, click on "Apply for a Refund" and follow the instructions.
If your train is cancelled prior to travel and no other form of transport has been provided you may be entitled to a full refund.
Providing confirmation from the TOC ( Train Operating Company )
You will be required to provided redspottedhanky.com with evidence of the cancellation to be eligible for a refund.
To claim your refund please send the evidence via recorded delivery to
PO Box 6136
or alternatively you can send via email to email@example.com.
If your journey is abandoned prior or during travelling due to adverse weather conditions you may be eligible for compensation.
Please contact the relevant Train Operator to apply for compensation.
The Train Operating company may provide compensation for unforeseen delays to your journey. To apply for compensation please contact the relevant Train Operator.