Changes from 1st April 2026
Please note that from 1st April 2026 there will be significant changes to the way refunds are processed for all train companies in Great Britain.
If you have purchased an Anytime, Off-Peak, Day Travelcard, Rover or Ranger and decide not to use it, you will have until 23:59 the day before it becomes valid to request a refund from the retailer who sold it to you. After that you will only be able to claim a refund if your train service has been delayed or cancelled.
We will be ending the practice of accepting refund claims up to 28 days after the date of travel.
To help us process refunds quickly and easily, please complete the form below. You will need your Smartcard or e-ticket. We aim to process your refund within one month of receiving it and we will contact you if there are any problems with the information you have supplied.
If your journey has been delayed by more than 15 minutes and you’d like to claim compensation, please visit our Delay Repay page. Alternatively, order a Smartcard for automatic compensation.
If you bought a daily ticket through c2c-online.co.uk or the c2c Train Travel app, fulfilled to Smartcard or e-ticket and did not use your ticket, you may be able to claim a refund automatically.
Please note – if you have travelled using pay as you go with contactless, even outside of the London area, you will need to contact Transport for London in order to obtain a refund. You can create an account with them to see your journey history and make any claims as appropriate.