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 our support team via our online contact form and we'll be happy to help.
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. But, if you can't use your upgrade due to a cancellation you can apply for a refund here.
Note that upgrades are not able to be refunded if used on an alternate service. In this situation, you would need to make a Delay-Repay claim with the operator.
Bid in error or changed plans
Once you've placed a bid, it's a binding commitment. So it's really important to double-check all details before confirming your bid. Once an auction goes live, bids become set in stone and can't be cancelled or retracted. If you win an upgrade through a bid you placed, even if it was in error or your plans have changed, it's not able to be cancelled or refunded. Think of it like buying a ticket to a concert - even if you can't make it, the seat's been reserved for you. So, before you hit that 'Bid' button, make sure you're as committed to that upgrade as you are to your morning coffee!
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 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This pesky situation happens when First Class seating is opened up to all ticket holders and the First Class service is withdrawn.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.
Change in plans due to health
While upgrades are not able to be cancelled or refunded we understand that sometimes plans change due to ill health.
We can consider issuing a refund for health-related issues when accompanied by official medical documentation from a doctor or hospital that includes:
- Patient name
- Date of admission/treatment
- Medical confirmation of inability to travel
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.