If you are unable to complete your journey due to a delay or cancellation and return to your point of origin your entitled to a refund from the original retailer or Train Company who sold you the ticket with no administration fee being charged. This Condition applies to all Tickets, including Tickets (such as advance Tickets) that are otherwise non-refundable.
All refund requests must be made within 28 days of the ticket expiry date and if you have a physical ticket this will need to be returned to the retailer of the ticket in order to obtain a refund
If you purchased your ticket from another train operator or another ticket retailer such as Trainline then you will need to contact them directly in order to obtain your refund.
We aim to refund all our customers within 14 days of receipt of their request during busy periods this can take a maximum of 28 days.