Advance: Advance Purchase tickets are non-refundable because at the point of purchase customers are entering an agreement whereby they limit their flexibility to travel on multiple services in exchange for a lower ticket price.
If the service operates as scheduled, the decision to abandon the journey lies with the customer and therefore a refund is not applicable.
However, Advance tickets are amendable: please see the 'Amending my ticket' section for more information.
However, an exception is made when the service the customer is due to travel on is either cancelled, delayed or disrupted and the customer decides not to travel, rendering the tickets unused in which case the tickets are eligible for a full refund without an admin charge deduced.
In these cases, a full refund can be claimed from the point of purchase, with no administration fee.
Off Peak / Anytime/ Flexible: Off-Peak and Anytime tickets are eligible for a refund, but will incur a £10 admin fee unless the service the customer intends to travel on is canceled or disrupted, in which event the fee will be waived.
Flexible fares such as Off Peak and Anytime tickets are refundable with a £10.00 admin charge deducted.
In both instances the ticket must remain unused and returned to the point of purchase within 28 days of the expiry date printed on the ticket.