Seatfrog upgrades are non-refundable except where you can't travel because of GWR delays or train cancellations.
If you win an upgrade on GWR and your trip is delayed or cancelled you may still be able to use your upgrade. Special arrangements will be made to accommodate customers on the next available GWR train (although a seat can't be guaranteed) or to refund the upgrade fee paid, provided the journey has not yet commenced.
If your trip is delayed by 15 minutes or more, you will need to submit a delay repay form on the GWR website and ensure that you include a receipt for your Seatfrog upgrade. Your receipt can be accessed from the app or from the email.
If the train service you are travelling on is cancelled by the rail operator please contact firstname.lastname@example.org for a refund on your unused upgrade.