On rare occasions the mobile single on our ticket machine and card reader can lose connection and the payment is recorded as failed. If this happens, the conductor may attempt to process the payment again.
If your account is debited twice we will automatically refund one of the payments within 5 working days, if the money was successfully taken by us.
In some instances the transaction is not finalised and the funds are moved to a pending status but the funds remain with your bank and do not leave your account. After 5 working days the bank will automatically return the funds to your account as the transaction was not completed. This will showing as a pending transaction on your bank statement.