What’s changing?

From Wednesday 1 April, National Rail ticket refund conditions are changing.

If you buy your ticket on or after 1 April, it will be subject to the new refund rules. From this date, walk-up tickets can be refunded up until 11:59pm the day before your ticket becomes valid for travel.

Which tickets does this cover?

This applies to:

• Anytime tickets

• Off-Peak tickets

• One-Day Travelcards

• Ranger tickets

• Rover tickets

Can I get a refund?

Yes, you can request a refund up until 11:59pm the day before it’s valid for travel.

What if it’s the day of travel?

Once your ticket becomes valid, you won’t be able to get a refund simply because you’ve decided not to travel.

What about Return tickets?

Once the outward portion of an Open Return becomes valid for travel, the return portion is also active. From this point, both the Outward and Return portions of the ticket are no longer refundable.

Are there any exceptions?

Of course. If you couldn’t travel because of:

• Service cancellations or significant disruptions

• Booking mistakes identified within 15 minutes of purchase

• Unexpected personal circumstances, such as illness, where supporting documentation can be provided.

Just get in touch and we’ll take a look into it for you.

Do the refund changes apply wherever I buy my ticket from?

Yes — the changes apply, no matter where you buy your ticket.

What else should I know?

If your train was delayed, you’ll need to contact the Train Operator you travelled with. Check our dedicated page on Delay Repay for more details.

If you booked an Advance single ticket, refund and journey change rules remain the same. There are also a few other types of tickets which have their own terms and conditions so you should always check before you buy.

Where can I find out more?

The National Rail website has full details of the changes.