Refund information

Season ticket refund

To qualify for a refund, Season Tickets valid for one month or more must have at least seven days’ remaining validity. Please note that Annual season tickets generally have no refund value if there is less than seven weeks of validity remaining. Any refund to which you are entitled will be calculated from the date the Season Ticket refund request is received. 

The amount of a season ticket refund will be based on the price paid for your Season Ticket less the cost of any Season Ticket(s) and additional Tickets required to cover one return journey for each weekday that your Season Ticket was actually held for (or the agreed backdated date), and an administration charge of £10. For more information and to see how much you could get back from your Season Ticket, visit the National Rail website and use the Season Ticket Refund Calculator.

If you have any queries please contact customer services on 03456 005 165.

Refunds and changes to journey

  • How do I apply for a refund for a ticket bought online?
      • With an Online Account

        If you have an online account, please login, most tickets will be suitable for a self-service refund.

        Please access your account and request a self-service refund for each ticket that you no longer need.

        Please Note however, this will not be the case for Advance tickets:

      • Without an Online account
      • Fill out the form at the bottom of the page.
        1. Take a photo of the ticket(s) cut in half diagonally and attach this photo to the web form
        2. Once you have submitted your refund request, we will review it and contact you for further details.
  • How do I apply for a refund for a ticket bought at the ticket office or ticket machine?
    • You can return a paper season ticket(s) or Smartcard(s) to a station ticket office in order to process your refund.
  • How long will it take for my refund to come through?
    • We aim to respond within 10 working days for refund enquiries. 

Please see below the refund policy for each ticket.

  • Off Peak, Super Off-Peak and Anytime Tickets
    • Customers holding tickets to travel are allowed to change their journey to travel at a time not permitted by the ticket held either by paying the difference in fare (excess) to the correct ticket, or by the retailers refund & rebook process, as allowed by the terms & conditions of those tickets. There is no charge to change existing tickets other than the difference in fare. Changes should be made before the journey has begun.

      If you no longer need your Off-Peak, Super Off-Peak or Anytime ticket, you can apply for a refund. If you apply for your refund before the travel date, this will be refunded without any admin fee. If you apply for a refund on or after the travel date, a £5 admin fee will be applied. Please note if you apply for the refund more than 28 days after the travel date, no refund will be issued.
  • Season Tickets
    • The normal Season Ticket refund conditions and calculations apply. A refund fee of £10 is payable.

      Refunds are not calculated pro-rata. As Season tickets are heavily reduced, we will calculate the cost for the period of time used and deduct this from the cost of your Season ticket, along with a £10 admin fee. Any remaining value will be refunded. Refunds will be calculated from the date your ticket is surrendered.

      Season tickets can only be backdated if a person has proof of an illness which prevented them from using their ticket.

      Please note, annual Season Tickets have no refund value after approximately 10 months and 13 days, however, you are still able to use the ticket to travel until it expires.

  • Advance Tickets
    • Changes to advance tickets

      Advance ticket bookings are non-refundable unless the booked service has been cancelled, delayed or rescheduled by the train operator for reasons such as disruption or industrial action in which case refunds will be available.

      • If customers wish to change the date and time of an Advance fare, a £10 admin fee will apply.

      All requests for Changes should be made to the original retailer. Please note that Chiltern Railways do not offer E-rail Vouchers.

  • Tickets purchased through a third party
    • Tickets that have been purchased through a third party such as Trainline or through a different train company, please follow their refund policy.
  • Car Park Season Tickets
    • If you require a refund on your car park season ticket, please go to the Contact us web form and enter your vehicle registration in the comments box. Cut your ticket in half and send to:

      Freepost Chiltern Railways

Refund applications for unused Anytime, Off-Peak and Super Off-Peak tickets purchased from Chiltern Railways must be received within 28 days of the original date of travel.

If you hold a season ticket, please see the above section for details of refund arrangements. Please note that season ticket refund applications should be made as quickly as possible, as for most people the value of any refund will reduce each day.

If you have any questions, want to claim a refund or compensation, would like to make a complaint or have any comments, Please use our contact us page.

We aim to respond within 10 working days.