Can I get a refund?

Seatfrog upgrades are refundable when your service has been impacted by delays. You can claim a refund by applying to your rail operator through their Delay-Repay scheme, you'll need to include a copy of your Seatfrog upgrade receipt as well as your original ticket.

Ack. There's nothing more disappointing but sometimes these things can't be helped. The good news is that our agreement with our rail partners is that if your service is cancelled you may be able to use it on the next available service. You will need to confirm with the Train Manager that they're able to accommodate you. If you're not able to use the upgrade you can apply for a refund by contacting the rail operator. Remember to include both your original ticket as well as a copy of your Seatfrog upgrade receipt.

There may be times when the rail operator needs to declassify a train service. This is when First-Class seating is opened up to all ticket holders and the First-Class service is withdrawn.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 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.

Once an upgrade or First Class seat is reserved it's taken off sale from all outlets. If you find that the specified seat you've been allocated is in use by another passenger please speak with the Train Manager. Please note that 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 for you. 

One of two things has happened here. Either the rail operator has had to change the number of carriages operating on the service, or 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. Whatever the cause, you're still entitled to use your upgrade and can transfer to another First Class carriage. If you're not able to be accommodated in the existing First-Class carriages then you are able to claim a refund by contacting the rail operator, using a copy of your upgrade receipt.

By bidding for a Seatfrog upgrade you are confirming that you are willing to pay up to your bid amount for an upgrade. Once bidding has opened you are bound by your bid/purchase, should you win. This is why we ask you to confirm before placing a bid into the auction. Seatfrog must pay the rail operator for all upgrades that have been awarded, even if you do not travel. If we were to make a refund we would still need to pay the rail operator which means we would be losing the value of the upgrade. Bidding for an upgrade means you are bidding against all other passengers registered on that trip. Each bid made increases the cost of upgrading for other travellers and may prevent them from upgrading. In the interest of fairness to all passengers, upgrades that have been issued are not eligible to be refunded.

If the cat ran off with your phone and made a couple of winning bids, booked the wrong date or destination, unfortunately, it is still not possible for us to issue a refund. We recommend logging out of the app when not in use, enabling child mode on your device, and keeping 'Tigger' entertained with a laser pen and a packet of Dreamies (other feline treats are available).

We know how frustrating it can be when you're on a long train journey and there isn't any catering available. That badly bruised, banana at the bottom of your bag is no substitute for a hot meal or sandwich. Unfortunately, there are instances where this complimentary service may be limited or withdrawn altogether. There's a variety of reasons why this may happen which you can check by visiting the carrier's website. If this does occur, as this is a service-based issue, you'll need to direct your feedback to the rail company that you're travelling with.

Those crafty aliens! As a rule, we're not able to issue refunds resulting from Alien abductions. Though you can submit your evidence to our team at help@seatfrog.com and we'll investigate. The truth is out there. In the meantime...tin foil hats?

Sadly, we don't have the flexibility to do this. Upgrades are only valid for the service that you have purchased/won. We have to pay the value of any upgrade awarded to the rail operator even if it was bought in error. To transfer the value of an upgrade to another service would mean we have to purchase two upgrades; the new upgrade as well as the original that went unused.

Oh dear. We need you to make sure that your train ticket is valid for travel on the upgrade you selected as it will only be able to be used at this specific date and time. You may be able to change your rail ticket so that it is valid on your upgraded service. You’d need to speak with your rail operator who can let you know how to change your ticket.

Once you have confirmed your purchase we are not able to issue a refund. Though, you may be able to change your rail ticket to match the service you have upgraded on.

Regardless of the departure date, once an upgrade has been issued we are not able to offer a refund or amend an upgrade.

If an upgrade has been issued, unfortunately, it is not able to be returned. Once you place a bid in an auction it becomes binding and can't be cancelled. If you win an upgrade, either with a direct purchase or bid, it's not able to be cancelled or refunded. Please check all details are correct before placing a bid.

Unfortunately, you won’t be able to transfer the upgrade to another service as it’s only valid on the specified trip.

Once an upgrade has been issued it is the users responsibility to ensure that they arrive at the station in time. If you have been held up by a delayed train service, traffic jam, or the outbreak of a zombie apocalypse, please get in touch with us by emailing help@seatfrog.com with the details - unless it's zombies. If it's zombies... run!