Rail refunds & Exchanges

Use this form to request a refund or exchange for an unused rail ticket.

Before submitting your request, please review the Rail Refunds and Exchanges Guide, which provides information on refund eligibility and restrictions for the most common rail ticket types.

Returning printed tickets

If your rail tickets have been printed and remain unused, they must be returned to our Refunds Team. We recommend sending tickets by Special Delivery or another tracked postal service to avoid delays or loss in transit.

Please ensure your tickets are received by the Refunds Team within 3 weeks of your original travel date.

Return tickets to: Rail Refunds, Clarity, Broadhurst House, 56 Oxford Street, Manchester, M1 6EU

Need Help?

If you have any questions about your refund or exchange request, please contact the team at: railrefundsform@claritybt.com quoting the reference you will receive once the form has been submitted.

Important notice: New rail refund rules

The Rail Delivery Group has introduced new refund regulations that take effect from 7 September 2026.

To be eligible for a refund, you must submit your cancellation request before 23:59 on the day before your ticket becomes valid for travel. Requests received after this deadline will not qualify for a refund.

We recommend submitting your request as soon as your travel plans change to avoid missing the refund deadline.

"*" indicates required fields

This field is for validation purposes and should be left unchanged.

Name*

First Last

Company Name*

Email*

Ticket Type*

Reason For Request*

Date of travel*

Attach tickets here

Max. file size: 8 MB.

Max. file size 2MB. Advance tickets only.

Booking Ref*

Not sure what your booking ref is? Here's where you can find it.

New Booking Reference (if exchanged)*

Please only enter one booking reference. Your reference should resemble the following: AA********* , 6*******, 8*******

Comments

Reason for refund, etc

If you are travelling and arrive late at your destination due to a delayed service, not including Strike Action, you may be able to claim compensation. You will need to request compensation by way of a voucher directly from your train company https://www.nationalrail.co.uk/travel-information/find-a-train-company/.
Once received, please send the vouchers to the above rail refunds address along with a copy of the original booking confirmation.