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How to estimate your refund due to Coronavirus

Many of you have been asking how we are calculating refunds so we’ve put together this guide to help you estimate your refund based on your ticket type. Please note that as of Monday 7 September temporary changes to how refunds are processed will be coming to an end. You can find out more in our general guide on how to claim your refund here.

How much refund would I receive?

Your refund rights are set out in the National Rail Conditions of Travel. We and other train operators are waiving the normal £10 admin fee for refunds of daily tickets, but not for season tickets in line with Department for Transport instructions. If you did not buy your ticket from c2c, you must apply to the original retailer you bought your ticket from for your refund.

As of 1st June we can only backdate your refund by 56 days. Retrospective claims for earlier dates will only be calculated back to this date, and no earlier. Please note that due to current demand we cannot calculate the likely refund amount for you. Therefore we have set out the guide below, to allow you to calculate the approximate amount of refund you would receive. If you have further questions, please see our Coronavirus information page for more Q&As on refunds.

We can generally give you a refund if:

  • you have seven days (or more) left on a Season Ticket valid between one and ten months
  • you have three days (or more) left on a weekly Season Ticket
  • for an annual Season Ticket, there may not be any monetary value left if it is surrendered in the last couple of months of validity. Annual Season Tickets have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date.

You can also use the season ticket calculator on the National Rail website to get an estimate of how you’ll receive for an Annual or Custom length (longer than one month) season ticket.

Refund information by ticket type

  1. Daily tickets products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    You will receive a full refund for your unused ticket.

  2. Weekly season tickets: products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    You will be refunded the difference between the original cost of your ticket, and the cost of travelling every day up to the date you last travelled. All days that have expired are charged for, irrespective of whether or not you actually travelled that day

    • Check the price of daily tickets on this link if you have a travelcard or your destination is Fenchurch Street. For other destinations, use the “Buy tickets” search function on this website
    • For Monday to Friday, the daily cost used is calculated on the cost of a peak return ticket. For Saturdays and Sundays, the daily cost used is calculated on the cost of a super off-peak return ticket
    • If the cost of travel on expired days exceeds the cost of the weekly ticket (typically after five days), there is no refund value
    • If the refund amount due is £10 or less, your refund value will be cancelled out by the admin fee and you will receive no refund
    • Please note paper ticket refunds cannot be backdated earlier than 17 March, or the date you last travelled if later, as outlined above. Smartcard tickets can be backdated earlier, if supported by the tap data we hold
  3. Monthly season tickets: products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    You will be refunded the difference between the original cost of your ticket, and the cost of travelling every day up to the date you last travelled. All days that have expired are charged for, irrespective of whether or not you actually travelled that day

    • Check the price of weekly and daily tickets on this link if you have a travelcard or travel to Fenchurch Street. For other destinations, use the “Buy tickets” search function on this website
    • For full weeks used, the cost of travel is based on the price of a weekly season ticket
    • For the remaining individual days expired, the daily cost is calculated on the cost of a peak return ticket (Monday-Friday), or a super off-peak ticket (Saturday and Sunday)
    • If the cost of travel on expired days exceeds the cost of the monthly ticket (typically after around 27-28 days), there is no refund value
    • If the refund amount due is £10 or less, your refund value will be cancelled out by the admin fee and you will receive no refund
    • Please note paper ticket refunds cannot be backdated earlier than 17 March, or the date you last travelled if later, as outlined above. Smartcard tickets can be backdated earlier, if supported by the tap data we hold
  4. Annual season tickets: products-faq-angle-arrow.svg products-faq-angle-arrow-purple.svg

    Season tickets are priced as multiples of weekly tickets, on a sliding scale up to an annual season ticket which is priced at 40 times a weekly ticket. Your refund will be calculated as the difference between the actual price paid for your ticket, and the price you would have paid for a season ticket ending on the surrender date.
    To decide whether or not to refund your ticket, calculate how many weeks have passed between your ticket start date, and when you last used it to consider whether you would get better value by retaining your ticket rather than applying for a refund.  Use this season ticket refund calculator on the National Rail website to see how much you may get back.

    If this refund amount due is £10 or less, your refund value will be cancelled out by the admin fee and you will receive no refund

    Please note paper ticket refunds cannot be backdated earlier than 17 March, or the date you last travelled if later, as outlined above. Smartcard tickets can be backdated earlier, if supported by the tap data we hold

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