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Money back guarantee

Your questions about Southern's Money Back Guarantee answered here…

How do I apply for a refund under the Money Back Guarantee?

To request a refund please download and complete the refund form on our refunds page. You need to apply within 28 days before the expiry of the ticket validity to be eligible for a refund.

If you bought your tickets from another train operator, sales office or website, you should return your refund application to them for processing to avoid unnecessary delay.

How long will it take to refund the cost of my ticket?

You should get your money back within 10 working days. All refunds have to be given back to you in the same way that you paid.

If you bought your ticket using a debit or credit card, a member of the refunds team will phone you to process the refund.

How many tickets can I buy under the Money Back Guarantee?

You may buy as many qualifying tickets as you want, but if you want to book tickets for multiple trips in a single transaction on https://ticket.southernrailway.com, we advise that in order for your tickets to qualify for the Money Back Guarantee, you book the tickets you need for each trip in separate transactions. Otherwise, when you collect your tickets from the machine in the station for your first trip, it will give you all the tickets for all the journeys you booked making them invalid for the Money Back Guarantee.

How many times can I apply for a refund under the Money Back Guarantee?

There is no limit to the number of times you can apply for a refund under the Money Back Guarantee so long as the tickets you bought online from us are:

  • Anytime
  • Anytime Day
  • Off-Peak
  • Off-Peak Day
  • Super Off-Peak Day tickets

The guarantee doesn't apply to tickets bought using a key smartcard.

What happens if I collect my tickets from a machine in the station?

For the Money Back Guarantee to be valid, you must not collect your tickets from the Ticket On Departure machines in the station.

If you do collect your tickets, the Money Back Guarantee will no longer apply. We therefore advise you not to collect your tickets until you are certain you wish to use them.

What happens if I do collect my tickets from a machine at the station and still want a refund?

If you do collect your tickets from a machine at the station, then standard refund rules will apply and you will be charged the normal £10 refund administrative fee.

What routes or journeys does Money Back Guarantee apply to?

This guarantee includes all journeys on qualifying tickets on Southern routes. See our route map.

It also includes journeys on Thameslink, Great Northern and Gatwick Express trains.

Qualifying tickets are:

  • Anytime
  • Anytime Day
  • Off-Peak
  • Off-Peak Day
  • Super Off-Peak Day tickets

But remember, the Money Back Guarantee doesn't apply to any tickets purchased on a Key Smartcard.

What tickets does Money Back Guarantee apply to?

The guarantee is valid for Anytime, Off-Peak Day, Off-Peak, and Super Off-Peak Day tickets nationwide when purchased online at https://ticket.thameslinkrailway.com, including child tickets and discounted railcard tickets.

All other tickets including Daysave, season tickets and Advance tickets are excluded from this offer.

Our Money Back Guarantee doesn't apply to any tickets purchased on the key smartcard.

Why are Advance tickets no longer refundable under Money Back Guarantee?

We've done this so that our ticketing policy is consistent with other Train Operating Companies in terms of the restrictions that apply to Advance tickets.

Advance tickets will still be refundable if the train you intended to use is cancelled, delayed or your reservation will not be honoured and you decide not to travel as a result.

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