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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

  • 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:

        Advance tickets that have been collected 

      • Fill out the form on the contact us 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.

        If you have not collected the tickets, please use the Contact Us form at the bottom of the page.

      • 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?
    • For all ticket types, fill out the form at the bottom of the page.

      1. You can return a paper season ticket(s) or Smartcard(s) to a station ticket office in order to process your refund. If you can not get to a ticket office then please follow the steps below.
      2. Take a photo of the ticket(s) or Smartcard(s) cut in half diagonally and attach this photo to the web form. Please ensure the photo includes the Smartcard number.
      3. Once you have submitted your refund request, we will review it and contact you for further details.
  • 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.

      Outside of these dates, people using an Off-Peak, Super Off-Peak or Anytime ticket can apply for a refund on an unused ticket and the usual £5 admin fee will apply. Alternatively, free of charge, you can change your ticket to travel at a later date.
  • 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.

      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 between 21st June and 31st December 2021 can be exchanged to travel at a different time or date fee-free.

      • Fee-free Change of Journey – Customers will still be required to pay any fare difference, and changes must be made by 18:00 the day before travel; original origin and destination must remain the same, but customers are permitted to change the date and time to travel on another service or day, or
      • Advance tickets purchased can be surrendered back to the original retailer for an E-Rail Travel Voucher or Rail Travel Voucher for use purchasing a future ticket. Vouchers are valid for 12 months from the date of issue. Request must be made by 18:00 the day before travel.

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

  • Carnet Tickets
    • Any unused Carnet tickets that would have been valid for travel on services operated by Chiltern Railways up to 23rd March 2020 (and which had not expired before 17th March 2020) will have their period of validity extended up to and including 30th September 2021. Part used packs of Carnet tickets remain non-refundable. Staff have been briefed on the extension of these tickets. Customers must continue to date Carnet tickets before use and should note that extended tickets will not operate ticket barriers at stations.
  • 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:

      Chiltern Web Refunds
      PO BOX 6615
      Arbroath
      DD11 9AQ

    •  
  • National Rail cards and rail vouchers
    • Any National Rail Travel Voucher that has an expiry date between 20 October 2020 and 30 June 2021, may be accepted for a maximum of 6 months after the original expiry date, for example a National Rail Travel Voucher that expires on 30 June 2021, may continue to be used up to and including 31 December 2021.

       

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.

As of 30th September 2021 the government has confirmed that Railcards will remain non-refundable and will not be extended.

If you have any questions, want to claim a refund or compensation, would like to make a complaint or have any comments, fill in the form at the bottom of this page.  If you prefer you can phone or write to us, our contact details are shown below. 

We aim to respond within 10 working days.