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Money back guarantee

Booked a journey online and changed your mind? It’s easy to get your money back on most bookings.

Changed your plans?

Plans can change, and it’s fine to change your mind – and we’ll give you a full refund when you do.

If you buy paper tickets online but don’t collect them, you can just login to your account and request a refund and we’ll give you your money back. You don’t need to give us any reason or tell us why you’ve changed your mind.

We’ll refund you using the same payment method you used to buy your paper tickets, and we aim to process all refunds within ten working days. 

How the guarantee works

You’re covered by the money back guarantee if you buy any of these as paper tickets from us online:

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

This includes paper tickets for children and discounted railcard tickets. 

It covers paper tickets on Great Northern, Thameslink, Gatwick Express, Southern and other trains.

When you make your booking, make sure you choose the option to collect paper tickets from the station (‘ticket on departure’). 

This means paper tickets won’t be issued until you collect them – so if you can’t travel for any reason, we can easily refund you.

How to claim

If you chose to collect your paper tickets at the station but didn’t pick them up, all you need to do is login to your online account and apply for a refund under Orders & Refunds and we'll give you your money back.

You have 28 days to ask for a refund after the expiry date on your ticket.

The way we refund you will be based on how you paid. For instance, if you paid by card, we’ll refund the money to the same account.