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. But, if you can't use your upgrade due to a cancellation get in touch with our team, email@example.com.
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This pesky situation happens when First Class seating is opened up to all ticket holders and the First Class service is withdrawn.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
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 Unfortunately, as catering is complimentary, there are instances where it is limited or withdrawn altogether.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)
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 firstname.lastname@example.org.