Refunds, cancellations, and changes to your journey
My train was cancelled
I placed a bid in error
My plans changed
My train was delayed
My train was declassified
Change in plans due to health reasons
There was no catering available
Refunds, cancellations, and changes to your journey
Seatfrog is responsible for running the bidding platform, processing payments, and delivering your upgrade barcode.
If you’re requesting a refund because of an issue with any of these (for example, a payment problem or missing upgrade barcode), please contact our Support team using our online contact form and we’ll be happy to help.
For issues relating to your train service, see the relevant sections below.
My train was cancelled
We know how disappointing a cancelled train can be.
If your service is cancelled, you may be able to travel and use your upgrade on the next available service (either before or after your scheduled departure). Availability is at the discretion of the rail operator, so please speak to the Train staff before travelling to confirm that you can be accommodated.
🚨 Important
If you continue your journey on an alternative service, you may be eligible to claim compensation by submitting a Delay Repay claim directly with the rail operator.
If you do not travel and abandon your journey due to the cancellation, you can apply for a Seatfrog upgrade refund by contacting our Support team via our online form.
I placed a bid in error or my plans changed
If the auction hasn't gone live, you can retract your bid by following the steps outlined here.
After an auction goes live, bids:
cannot be cancelled
cannot be refunded if you win the upgrade
If you win an upgrade from a bid you placed — even if it was made in error or your plans have changed — the upgrade is not able to cancelled or refund.
Think of it like reserving a seat: once it’s been allocated, it’s no longer available to other passengers. Please double-check all details carefully before placing a bid.
My train was delayed
If your train is cancelled and you don't travel, or delayed, Seatfrog upgrades are refundable via the rail operator’s Delay Repay scheme.
To make a claim, you’ll need to submit:
your original train ticket, and
a copy of your Seatfrog upgrade receipt
Delay Repay claims must be made directly with the rail operator.
My train was declassified
In some situations, rail operators may declassify a service, meaning First Class seating is made available to all passengers and the First Class service is withdrawn.
This usually happens following a disruption, such as earlier cancellations or significant delays.
If you have a Seatfrog upgrade which has been scanned and your train is declassified, please contact the rail operator directly to discuss your refund options.
If the upgrade is wholly unused (not scanned) and the train has been declassified you can apply for a refund here
Change in plans due to health reasons
Seatfrog upgrades are generally non-refundable, however we understand that plans can change due to unforeseen health issues.
We may be able to consider a refund or Seatfrog account credit where you can provide official medical documentation from a doctor or hospital that includes:
Patient name
Date of admission or treatment
Medical confirmation that travel was not possible on specified date
Each case is reviewed individually.
There was no catering available
We understand how frustrating it can be when catering isn’t available during a longer journey.
Catering is a complimentary service provided by the rail operator and may be limited or withdrawn for operational reasons. This can vary by route and service, and details are usually available on the operator’s website.
If catering was unavailable, you’ll need to contact the rail operator directly, as this relates to onboard service rather than the Seatfrog upgrade itself.