Applies to: Rail Tickets purchased through the Seatfrog app
Does not apply to: Seatfrog Upgrades, Superfare, Secret Fare or TrainSwap
If you’ve been charged but no tickets were received
If you’ve been charged but didn’t receive tickets, charged twice, or your tickets haven’t arrived, your booking may not have completed successfully.
This usually means the payment was attempted, but the booking was not confirmed, so no tickets were issued.
Important: Do I need to request a refund?
No — you do not need to submit a refund request for this issue.
If your booking failed, any payment taken will be automatically released by your bank.
Refund request forms are only for bookings where tickets were successfully issued.
Charged twice or duplicate payment
If you see two or more charges for the same booking and no tickets were received, this is usually due to a failed booking attempt.
These charges are typically:
- Pending authorisations, or
- Temporary holds placed by your bank
Any duplicate or pending payments will be released automatically.
What happens to my payment?
If your booking was not confirmed:
- You have not been charged permanently
- The payment you see is a temporary hold
This will be reversed automatically — you don’t need to take any action.
When will I get my money back?
Most payments are released within:
- A few hours to 3–5 working days
In some cases (depending on your bank), it can take up to:
- 7–10 working days
What should I do next?
- Check your Trips section in the app
- Check your email inbox (including spam/junk)
If no tickets are shown, the booking did not go through and you can:
- Try booking your tickets again
When should I contact support?
Please contact Support by writing to help@seatfrog.com if:
- The payment is still showing after 10 working days, or
- You’re unsure whether your booking was completed
When contacting us, include:
- Your email address
- Your User ID (shown at the bottom of the account screen)
- The date and amount of the payment
- Any booking reference (if available)