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Refunds

Please check here for some of our frequently asked questions about refunds.

How do I apply for a refund?

Log into Your Account, click on “Apply for a Refund” and follow the instructions.

If you are in possession of the tickets for which you require a refund, you must return these with the completed form.

Your refund will not be processed until we are in receipt of the tickets. We advise you to send your tickets back via guaranteed delivery service, such as Royal Mail Special Delivery, or get proof of postage (available at any Post Office, free of charge) as we cannot be held liable for any tickets lost in transit to us.

We regret that the postage, packaging costs and any fees cannot be refunded.

From receipt it will take up to 28 working days to process your refund and it may take a further 5 days for this credit to appear on your statement, we will charge a £10 management fee for processing refunds.

If you selected the Self-service ticket option and have not collected your tickets, we will process the claim without you having to collect the tickets as we do not store card details you are required to contact us within 28 days of your refund claim to provide your 16 digit card number failing to do so with discard your refund request and funds will not be returned.

The amount of refund that you are due will depend on the ticket purchased and the terms and conditions of that ticket.

For further refund information please review the below FAQs to ensure you fullfill all requirements to get your refund.

How to claim a full refund due to a disrupted/cancelled service?

To be eligible for a refund due to a disruption or cancellation you will be required to collect confirmation from the relevant TOC (Train Operating Company) that operated your particular service at the time of the disruption/cancellation.

It is your responsibility to contact the TOC to request written confirmation.

Once you have received the written confirmation from the TOC you should send this along with the tickets to the address below:

Refund Administrator

RedSpottedHanky

Web Support

PO Box 6136

Wolverhampton

WV1 9RL

You have 28 days after the ticket expiry date to provide us with your tickets and confirmation to be eligible for a refund.

After what period of time can I claim a 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.To check the terms and conditions of your ticket, log into Your Account and click on the ticket for which you require a refund. The conditions relating to that ticket will be displayed.

Can I cancel tickets before I receive or collect them?

You can cancel your tickets before you receive them in the post. Log into Your Account, click on 'Apply for a refund' and follow the instructions. If you selected the Fast ticket option and have not collected your tickets, we will process the claim without you having to collect the tickets. Please note: In both cases we require a fully completed Refund Form. If you elected to have your tickets posted to you, you will be asked to return the tickets once you receive them. Your refund will not be processed until we are in receipt of the tickets.The amount of refund that you are due will depend on the ticket purchased and the terms and conditions of that ticket. This information is available in ' Your Account ' under 'Check your order status'.

Where can I check the amount of refund to which I am entitled?

Log into Your Account and click on the ticket for which you require a refund. The conditions relating to that ticket will be displayed. Ticket conditions can be viewed at anytime during the booking process.

Will I get a confirmation email to inform me that my refund has been completed?

Once your refund has been processed we will send you an email to confirm the amount credited to your bank account. NB: From receipt of the confirmation email it may take a further 5 days for this credit to appear on your statement.

How long will it take for my refund to be processed?

We process all refund requests within 28 days from either receipt of your tickets (for tickets posted), or from submitting your refund claim online (for tickets collected at the station). Once a refund has been processed it can take a further 5 days for the credit to appear on your statement. If your card statement is due within the next few days you may not see the credit until the following month’s statement. In this case you can check whether the money has been credited to your account by contacting your card issuer.

Can I claim a refund on the excess payment I have had to make because I forgot to carry my Railcard?

No. The Railcard terms and conditions state that you must carry it with you at all times if travelling with a Railcard-discounted ticket. If you do not have the Railcard with you at the time your ticket is inspected you will be liable to pay the difference between the price paid for your ticket and the full undiscounted fare. 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.

When can I claim compensation for delays to train services?

If you travel on a train service that is delayed by more than a certain time for which the Train Operator or Network Rail is responsible, please contact Passenger's Charter.

What should I do if I think I have been doubled charged?

If you appear to have been charged twice for one set of tickets please call Web Support on 0800 377 7748 (free phone)

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 Your Account under "Check your order status". If a duplicate booking has been made, log into Your Account, click on "Apply for a Refund" and follow the instructions.

Cancellations

If your train is cancelled prior to travel and no other form of transport has been provided you may be entitled to a full refund.

Providing confirmation from the TOC ( Train Operating Company ) .

You will be required to provided redspottedhanky.com with evidence of the cancellation to be eligible for a refund.

To claim your refund please send the evidence via recorded delivery to

Refund Administrator

RedSpottedHanky

Web Support

PO Box 6136

Wolverhampton

WV1 9RL

or alternatively you can send via email to redspottedhanky@atos.net.

Abandoned Journey

If your journey is abandoned prior or during travelling due to adverse weather conditions you may be eligible for compensation.

Please contact the relevant Train Operator to apply for compensation.

Click here for a list of Train Operators

Delays

The Train Operating company may provide compensation for unforeseen delays to your journey. To apply for compensation please contact the relevant Train Operator.

Click here for a list of Train Operators

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