Refunds and ticket changes are dealt with by Railsmartr for Business. Please refer to the section below to understand which tickets are eligible for a refund or change of journey.

Anytime, Off-Peak and Super-Off Peak tickets are refundable on request by email. The refund must be claimed within 28 days of the departure date or last date of validity. If you have only used the outbound portion of an Anytime Return or an Off-Peak Return ticket, the return portion may still be eligible for a refund.

Advance tickets are non-refundable, unless the service was subject to cancellation by the Train Operating Company. These tickets can be changed to a different date or time provided the route, journey and train operator is identical to the original ticket booked. You are responsible for paying the difference if the replacement ticket costs more than the original ticket. The replacement ticket must be booked before the original train departs.

To request a refund or change your journey, please email the business service team with the necessary information listed below. Your request will be processed within one business day.

Information Required

• Booking reference number
• Replacement booking reference number (for Advance ticket amendments)
• Ticket reference number (if only selected tickets in the booking apply)
• Images of your tickets cut in two diagonally across (collected tickets only; not required for eTickets)

Advance Ticket Amendments

To change an Advance ticket, first purchase a qualifying replacement ticket that is identical to the original, with only the date and time changed. Ensure the origin and destination stations, route, and train operator(s) remain the same. Book your replacement ticket before the original train departs.

Once booked, email the required information above to the business service team. Please note that Advance tickets cannot be refunded after the original date or time of travel.

If your train is delayed by 15 minutes or more, you can apply for Delay Repay compensation directly from the Train Company. Remember to keep your ticket, as you'll need it to claim. Submit your claim within 28 days of the ticket's validity. Check the train operator's website, as this timeframe may vary.

Railsmartr for Business is not authorised to process Delay Repay claims, but please reach out to us if you have any questions.

In most cases, if a Train Operating Company cancels a service you have booked, you can take the next available service. Contact a staff member at the station for assistance. If you haven't left for the station yet, check the Train Operating Company website to confirm alternative arrangements.

If you choose not to travel due to the cancellation, you can claim a refund from the business service team for any ticket type.