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What if I mistakenly approach the train operating company or train station for a refund instead of Railsmartr?

It can be confusing, but you shouldn’t approach the train operating company or train station for a refund. They can’t deal with the refund on our behalf.

How to get your train tickets refunded

  • Email your refund request to us at refunds@railsmartr.co.uk
  • For Advance tickets, we can’t accept refund requests that don’t reach us prior to travel
  • For Flexible tickets (Anytime, Off-Peak and Super Off-Peak), you need to email us within 28 days of travel – this applies even if you already approached the wrong people for a refund within the correct time frame. Sorry!

  • Find out more about how to get a ticket refund or amendment from us on our help pages