Seatfrog is responsible for running the bidding platform, facilitating payments, and delivering the upgrade barcode. If you're looking for a refund for your upgrade due to a fault in one of these areas (if you feel like we've messed up), please get in touch with us at firstname.lastname@example.org from your registered email address. We'll be happy to help.
My train was delayed
Seatfrog upgrades are refundable when delays impact your service. You can claim a refund by applying to your rail operator through their Delay-Repay scheme. To do this, you'll need to include a copy of your Seatfrog upgrade receipt as well as your original ticket.
My train was cancelled
Ahhh, crumbs. There's nothing more disappointing than a train cancellation but, alas, sometimes these things happen. The good news is that we have an agreement with our rail partners, and it goes a little something like this: if your service is cancelled, you may be able to use it on the next available service.
You'll need to confirm with the Train Manager that they can accommodate you. If you can't use your upgrade, you can apply for a refund by contacting the rail operator. Remember to include both your original ticket and a copy of your Seatfrog upgrade receipt.
My train was declassified
There may be times when the rail operator needs to declassify a train service. This pesky situation happens when First Class seating is opened up to all ticket holders and the First Class service is withdrawn. Typically, this happens after earlier trains have been cancelled or are seriously delayed. If you find yourself with a Seatfrog upgrade and your train is declassified, you'll need to contact the rail operator to discuss a refund.
My Seat was double booked
Once an upgrade or First Class seat is reserved it's taken off sale from all outlets (that's what's supposed to happen).
But, if you find that your seat is being used by another passenger (a case of mistaken identity or an admin error? Spooky), please speak to the Train Manager.
Please note, as Seatfrog upgrades are last minute, we don't know the winners departure and destination stations in advance. So, the seat will be reserved for the duration of the service. For example, if you win an upgrade from DHM-PBO, on the EDB-KGX service, your seat will be reserved from EBB-KGX, just for you.
I won an upgrade and my carriage wasn't there. Why and what?
It's bizarre when this happens. Now, one of two things has happened here:
- The rail operator has been left with no choice but to change the number of carriages operating on the service
- Cinderella's Fairy God-Mother has been at it again
If there was a giant pumpkin on the tracks, this is a sure sign that this was the case (oh and be sure to let the rail staff know). Whatever the cause, you may still be able to use the upgrade on the next available service. Please check that the train manager is able to accommodate you in First Class when you travel. If you're unable to transfer your ticket, you can claim a refund by contacting the rail operator, using a copy of your upgrade receipt.
Why aren't Seatfrog upgrades refundable?
By bidding for a Seatfrog upgrade, you confirm that you're willing to pay up to your bid amount to win a First Class seat. Once the bidding has started, you're bound by your bid and purchase, should you win.
Before placing your hot auction bid, we always ask you to confirm (we're basically saying, "are you 100% sure"). You see, we must pay the rail operator for every upgrade awarded, even if you don't travel.
If we were to offer a refund, we'd still need to pay the rail operator, so we'd be in double trouble. Bidding for an upgrade means you're competing against all other passengers registered on that trip.
What if the cat did it?
If the cat ran off with your phone, made a couple of winning bids (that sneaky feline), and booked the wrong date or destination, unfortunately, we still can't issue a refund.
We recommend logging out of the app when it's not in use, enabling child mode on your device, and keeping that kitty cat entertained with a laser pen and a packet of Dreamies.
There wasn't any catering available.
We know how frustrating it can be when you're on a long train journey, and there isn't any catering available (rumble rumble). That bruised banana at the bottom of your bag is no substitute for a hot meal or sandwich.
Unfortunately, as catering is complimentary, there are instances where it is limited or withdrawn altogether.
There are various reasons why this may happen—and you can check these with your carrier's website. If there is a lack of food on board, the best thing to do is get in touch with the rail operator (as this is a service issue on their end).
Aliens Abducted me, used my phone to bid for an upgrade
Wow, those crafty aliens. That must have been some experience. Even if an extraterrestrial being has tampered with your app, as a rule, we're not able to issue refunds resulting from alien abductions.
Though you can submit your evidence to our team at email@example.com and we'll investigate. The truth is out there. In the meantime...tin foil hats?
Can’t you just transfer my upgrade to another service?
Alas, we don't have the flexibility to offer a First Class service transfer. Upgrades are only valid for the service that you have secured.
We've got to pay the value of any upgrade awarded to the rail operator, even if you bought it in error. You see, to transfer the value of an upgrade to another service would mean we have to buy two upgrades (double wallop).
I won an upgrade but my rail ticket isn’t valid at that time
Oh dear, what a conundrum. We were hoping you could make sure that your train ticket is valid for travel on the upgrade you chose, as you can only use it for this specific time and date.
But there might be hope. You may be able to change your original standard rail ticket so that it's valid on your upgraded service. You'd need to contact your point of purchase and explain the situation—they'll give you the final verdict.
I used Upgrade Now and bought the wrong trip, can I get a refund?
Once you've confirmed your ‘Upgrade Now’ purchase, we can't issue a refund. But, you may be able to change your rail ticket to match the service you have upgraded for by contacting the point of purchase. They'll give you the verdict.
My upgrade isn’t for XX days, can I get it refunded?
Time or departure date aside, once we've awarded an upgrade, we can't refund or amend it. Those are the rules.
I found a better deal elsewhere, can I return my upgrade?
Unfortunately, if we've issued an upgrade, we can't return it. Once you place a bid in an auction, or make a purchase, the deal becomes binding, and you make a firm commitment (a little like getting married, but on a much smaller scale).
I changed my travel plans
Unfortunately, you won’t be able to transfer the upgrade to another service as it’s only valid on the specified trip.
I missed my train
Ah, crumbs, we're sorry about that. Unfortunately, once we've issued an upgrade, it's the holder's responsibility to ensure they arrive at the station on time.
If you've been held up by a delayed train service, traffic jam, or caught in the midst of an emerging zombie apocalypse, drop us a line with firstname.lastname@example.org with the details and we'll see if we can help in any way.
Oh, unless it is zombies. In that case, we suggest you get your skates on—quick!
If there is anything else we can help you with, or if you have any other queries, please reach out to our team by emailing email@example.com.