How can I apply for a refund or cancel my ticket?
During times of disruption, customers who decide not to travel are entitled to a full refund straightaway providing they can return the ticket at that time to any National Rail ticket office.
Even if the train service is running normally and you decide not to use a ticket for your own reasons, you can apply for a refund. Refunds are available on most tickets which have been purchased but not used, as well as unused validity on season tickets in most cases.
Tickets can be returned to any National Rail ticket office, except for season tickets, which must be returned to the office from which they were bought, and tickets purchased from a travel agent, which must be returned to that agent. An administration fee (£10 at the time of going to press) may be charged for refunds. You should note that certain discounted tickets are sold on the understanding that you are committed to travel and that refunds are not available.
For refunds on tickets other than season tickets, applications must be received no later than 28 days after the ticket's expiry date. The amount refunded will be based on the cost of the ticket when purchased, minus the cost of any travel that has been used.
For season tickets that are no longer required, the amount refunded is based on the difference between the cost of the season ticket originally purchased and the cost of a season ticket for the period of validity up to the date the ticket is surrendered to c2c.
Because season tickets offer significant savings for the daily traveller, you will find that if there is only a small proportion of the validity remaining, your refund will be little or nothing. Please note that an annual season ticket has no refund value after roughly 40 weeks.
Season ticket holders who for reason of sickness are unable to travel may apply for a discretionary partial refund of the unused portion. We may ask for supporting documentation, such as a medical certificate.
I have a season ticket which I no longer need, can I get a refund and how long will it take?
Season ticket refunds
If you stop travelling and no longer need your Season Ticket, please hand it in at the ticket office where you bought it.
We will calculate any refund due from the date the Season Ticket is handed in. There are a few exceptions. Please ask at the ticket office for more details.
The refund calculation will be the difference between the price you paid and the cost of a ticket or tickets for the period for which you have actually used the ticket, plus an administration charge.
Season ticket refunds can take up to 28 days and will be refunded to the method of payment used for original purchase.
If payment was originally made by Company cheque, we will require a letter from
that employer confirming they authorise the refund to be paid to the customer directly.
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 tickets.c2c-online.co.uk under "Check your order status".
If a duplicate booking has been made, log into tickets.c2c-online.co.uk, and follow the instructions in FAQs.
Can I claim a refund on the excess payment because I forgot to carry my Railcard?
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.
How long have I got to make a claim for 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.
If you have bought your tickets on this website, you can check the terms and conditions of your ticket by logging into tickets.c2c-online.co.uk and click on the ticket for which you require a refund. The conditions relating to that ticket will be displayed.