Can I get a refund on my upgrade?

Seatfrog upgrades are non-refundable once confirmed.

This applies to:

• Auction wins

• Upgrade Now purchases

Upgrades cannot be cancelled, transferred, or refunded once the barcode is issued.

However, specific disruption scenarios are handled differently.

If you placed a bid in error or your plans changed

If the auction has not started, you can retract your bid.

If the auction is live:

• Bids cannot be cancelled.

• Winning upgrades cannot be refunded.

If you win an upgrade, it cannot be cancelled.

No further action is available.

If your train was cancelled

If your train is cancelled and you do not travel:

• Make a claim through Seatfrog Support to request a refund of your unused and unscanned upgrade using this form: https://bit.ly/41bjCWV

If you travel on an alternative service:

• Speak to onboard staff to confirm whether your upgrade can be honoured.

• You may be eligible to claim compensation via the rail operator’s Delay Repay scheme.

If your train was delayed

Seatfrog does not refund upgrades for delays.

You must submit a Delay Repay claim directly with the rail operator.

You will need:

• Your original rail ticket

• Your Seatfrog upgrade & receipt

If your train was declassified

If your upgrade was scanned:

• Contact the rail operator regarding compensation.

If your upgrade was not scanned:

• Contact Seatfrog Support to request a refund.

If there was a technical or payment issue

Seatfrog is responsible for:

• The bidding platform

• Processing payments

• Delivering upgrade barcodes

If there was a technical error or missing barcode:

• Contact Seatfrog Support using the online contact form.

If catering was unavailable

Catering is provided by the rail operator.

Seatfrog does not refund upgrades due to catering availability.

Please contact the rail operator directly.

If you were unable to travel due to medical reasons

Refunds or account credit may be considered with official medical documentation confirming you were unable to travel on the specified date.

Each case is reviewed individually.

Refunds are not guaranteed.

Contact Seatfrog Support to submit documentation.