Product: Seatfrog Upgrade
Applies to: First Class upgrade auctions purchased through the Seatfrog app
Does not apply to: Superfare, Secret Fare, Rail Tickets or TrainSwap

Can I get a refund?

Seatfrog upgrades are non-refundable once confirmed.

This applies to:

Auction wins
Upgrade Now purchases

Once your upgrade barcode has been issued, it cannot normally be cancelled, transferred or refunded.

The sections below explain the exceptions.

Before you continue

The most important question is:

Was your Seatfrog upgrade scanned?

No → You may be eligible for a refund from Seatfrog in certain disruption scenarios.
Yes → Seatfrog cannot refund the upgrade. If your journey was disrupted, you should claim compensation from the train operator through Delay Repay.

My train was cancelled before I travelled

If:

your train was cancelled before you boarded, and
your Seatfrog upgrade was not scanned

you can request a refund of your unused upgrade.

Submit your request here:

https://help.seatfrog.com/hc/en-gb/requests/new?ticket_form_id=8857996746511

My journey started but my train was cancelled or terminated early

If you boarded the train and your Seatfrog upgrade was scanned, Seatfrog cannot refund the upgrade.

This includes situations where your train:

terminated before reaching its destination
was cancelled after departure
was delayed and you completed part of your journey
could not continue because of signalling problems
could not continue because of infrastructure failures
required you to transfer to another service

Instead, submit a Delay Repay claim with the train operator.

You'll usually need:

your original rail ticket
your Seatfrog upgrade
your Seatfrog receipt

My train was delayed

If your Seatfrog upgrade was scanned and you travelled, Seatfrog cannot refund your upgrade because of delays.

Instead, claim compensation directly from the train operator using Delay Repay.

You'll usually need:

your original rail ticket
your Seatfrog upgrade
your Seatfrog receipt

I travelled on another train

If your original train was cancelled before departure and you travelled on another service:

speak to onboard staff to see if your upgrade can be honoured
if it cannot be honoured, you may be able to claim compensation through the train operator's Delay Repay scheme

If your original Seatfrog upgrade was never scanned, you can also request a refund of the unused upgrade from Seatfrog.

My train was declassified

If First Class was declassified:

My upgrade was scanned

Seatfrog cannot refund the upgrade.

Please contact the train operator regarding compensation.

My upgrade was not scanned

You can request a refund here:

https://help.seatfrog.com/hc/en-gb/requests/new?ticket_form_id=8857996746511

I accidentally placed a bid

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

Once the auction has started:

bids cannot be withdrawn
winning upgrades cannot be cancelled
confirmed upgrades cannot be refunded

There was a technical or payment problem

Seatfrog is responsible for:

the bidding platform
processing your payment
delivering your upgrade barcode

If:

your payment was taken but no barcode was issued, or
you experienced a technical problem with your upgrade

https://help.seatfrog.com/hc/en-gb/requests/new?ticket_form_id=360009991936

Catering was unavailable

Seatfrog cannot refund upgrades because catering was unavailable.

Catering is provided by the train operator.

Please contact the train operator directly if you wish to complain or request compensation.

I couldn't travel because of medical reasons

We may consider a refund or account credit if you provide official medical documentation confirming you were unable to travel on the booked date.

Each request is reviewed individually.

Refunds are not guaranteed.

https://help.seatfrog.com/hc/en-gb/requests/new?ticket_form_id=7299727297935

Can I get a refund on my Upgrade?

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