Applies to: Rail Tickets purchased through the Seatfrog app
Does not apply to: Seatfrog Upgrades, Superfare, Secret Fare or TrainSwap
From 1 April 2026, refund rules for some rail tickets are changing under the updated National Rail Conditions of Travel.
These changes apply across the rail industry, including tickets purchased through the Seatfrog app.
Which tickets are affected?
The changes apply to:
Anytime tickets
Off-Peak tickets
Day Travelcards
Rover tickets
Ranger tickets
Advance tickets are not affected by this change.
What is changing?
If you decide not to use one of the affected ticket types:
You must request a refund by 23:59 the day before the ticket becomes valid
After that time, the ticket becomes non-refundable
The only exception is if:
Your train is cancelled, or
Your train is delayed or disrupted
In those cases, normal disruption refund or compensation rules apply.
The previous practice of allowing refund claims up to 28 days after travel is ending.
When do the new rules apply?
Refund conditions are based on the date of purchase, not the date of travel.
If you bought your ticket before 1 April 2026, the old refund rules apply.
If you bought your ticket on or after 1 April 2026, the new refund rules apply.
Do the changes apply wherever I buy my ticket?
Yes.
The updated refund rules apply to tickets purchased from all rail retailers, including Seatfrog.
If I buy my ticket on the day I travel, can I still get a refund?
If your ticket is already valid for travel, it will not be refundable unless:
Your train is cancelled, or
Your train is disrupted
What if I bought my ticket before 1 April but I’m travelling after that date?
The refund rules are based on when you purchased the ticket.
If you bought your ticket before 1 April 2026, it will be processed under the rules that were in place at the time of purchase — even if your travel date is later.
What if my train is only running for part of my journey?
If part of your journey is cancelled and you choose not to travel, you can still apply for a full refund under the National Rail Conditions of Travel (Condition 30).
I have an Open Return and used the outward journey. Can I refund the unused return?
No.
Once the outward portion of an Open Return becomes valid for travel, both portions of the ticket are no longer refundable.
What if I bought the wrong ticket?
If you realise you’ve bought the wrong ticket, you must submit a refund request within 2 hours of purchase.
To apply:
Visit the Seatfrog refund website:
https://seatfrog-refunds.fastrailticketing.com/
Refund requests submitted after 2 hours may not be eligible.
If you have already started your journey, you may need to buy a new ticket to continue travelling.
Will these changes affect Delay Repay?
No.
Delay Repay applies when you have travelled and experienced a delay.
The refund rule changes do not affect your right to claim compensation from the train operator.
Do these changes affect Season ticket holders?
No.
If you:
Leave your Season ticket at home and buy another ticket
Lose your Season ticket and buy a temporary ticket
You can still apply for a refund once you provide the required evidence.
Why are these changes being made?
The changes are intended to reduce fare evasion and prevent fraudulent refund claims on tickets that have already been used for travel.
They also align UK rail refund rules more closely with international rail systems, where most day tickets are not refundable once valid.
If you need help requesting a refund for a ticket purchased through the Seatfrog app, see:
How do I request a refund for my rail ticket?