Change journey or request refund to your Rail Ticket

Depending on your ticket type, you can:

• Exchange your ticket
• Request a refund

Ticket types and what you can do

Advance tickets

• Advance tickets are usually non-refundable.*

• You can exchange your Advance ticket for a different date or time.

• Origin and destination must remain the same.

• You must pay:

  • Any fare difference, and

  • A £10 admin fee per ticket.

Exceptions (e.g. illness or medical reasons)

*Advance tickets are generally non-refundable. However, if you were unable to travel due to illness, you may be able to request a refund.

To be considered, you must:

• Submit your request via the refund form: https://seatfrog-refunds.fastrailticketing.com/

• Select the most relevant reason (e.g. medical)

• Provide supporting medical evidence (such as a doctor’s note)

Refunds are not guaranteed and are reviewed on a case-by-case basis.

How to request an exchange (Advance tickets only)

More than 48 hours before departure

1. Open the Seatfrog app.

2. Tap Trips.

3. Select your booking.
   

4. Scroll to Manage Booking.
   

5. Tap Change or amend journey.

6. Tap Request to change ticket.
   

7. Follow the prompts.

Our team will email you to confirm your new travel details and complete the exchange.

You must have a valid default payment method saved in the app to complete the exchange.

Within 48 hours before departure

If your travel date is within 48 hours:

1. Book a new ticket (same origin and destination).

2. Request a refund for your original ticket via the Seatfrog refund website.

3. Use “Change of Journey” as the reason for refund.

4. Make sure the new booking is made at least 15 minutes before your original departure.

The original ticket will be refunded minus the £10 admin fee.

Refunding Flexible tickets (Off-Peak, Super Off-Peak, Anytime)

• Cannot be exchanged.

• Can be cancelled and refunded (minus a £5 admin per ticket fee).

• Once refunded, you can book a new ticket at any time. 
   

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Important: Refund rule changes from 1 April 2026

From 1 April 2026, refund conditions for some ticket types are changing under the new National Rail Conditions of Travel.

Which tickets are affected?

• Anytime tickets

• Off-Peak tickets

• Day Travelcards

• Rover tickets

• Ranger tickets

What is changing?

If you decide not to use one of the above tickets:

• You must request your refund by 23:59 the day before the ticket becomes valid

• After that, you can only claim a refund if:

  • Your train was delayed, or

  • Your train was cancelled

  • If you are requesting a refund within 48 hours of your ticket becoming valid for travel, you must submit your request directly via the refund form: https://seatfrog-refunds.fastrailticketing.com/

The previous practice of accepting refund claims up to 28 days after travel is ending.

👉 See full FAQs about the April 2026 refund changes here.
 

To request the refund:

1. Open the Seatfrog app.

2. Tap Trips.

3. Select the booking.
   

4. Scroll to the bottom, tap Request refund.
   

5. Tap Request to refund ticket
   

6. Confirm your request. 

Refund for One Leg of a Return or Multi-Leg Trip

If you request a refund for only one leg of a return or multi-leg journey, the entire booking may be temporarily locked in the app until the refund is processed.

While the booking is locked:

• You may not be able to view the remaining leg in the app.

If you booked eTickets, you can still access your tickets from your booking confirmation email.
The ticket links at the bottom of the email will continue to scan correctly.

Printed tickets remain valid.

Payments when changing tickets

When making an exchange with our team, you must have a valid default payment method in the app to cover:

• Any fare difference

• Admin fee

To check or update your payment method: Account → Payment details in the Seatfrog app

Refunds for other reasons

For situations such as:

• Train service cancellation

• Booking errors

• Medical reasons

Submit a refund request via the Seatfrog refund website:
https://seatfrog-refunds.fastrailticketing.com/

If your train was delayed, you may be eligible for Delay Repay compensation directly from the train operator.

Important

• Refunds and exchanges apply only to rail tickets purchased via the Seatfrog app

• Admin fees apply where stated

• Refund requests submitted via the external refund portal cannot be cancelled in the app

• If you need help, contact Support and provide your booking reference and User ID