Refunds
How long have I got to make a claim for refund?
Refunds
Refunds must be claimed within 28 days of the ticket's expiry date. The expiry date depends on the terms and conditions of the ticket you have purchased.
If you have bought your tickets on this website, you can check the terms and conditions of your ticket by loggin into My Account and click on the ticket for which you require a refund. The conditions relating to that ticket will be displayed.
What should I do if I have received two identical sets of tickets?
Duplicate tickets
If you only booked one set of tickets and you have received two, please check your bookings in My Account under " Check your order status".
If a duplicate booking has been made, log into My Account , click on " Apply for a Refund" and follow the instructions.
How can I apply for a refund or cancel my ticket?
No longer need to travel? Want to cancel your ticket?
Please note for all refunds there is a standard administration fee of £10.00.
Refunds for tickets purchased online
If you purchased your ticket with us online, we can arrange for a refund to be processed back to the card you used to make your purchase. First of all we need you to check the terms and conditions of your ticket to make sure it's refundable. You can do this easily by logging into My Account and check your order status.
Requesting a refund is easy too, you can do this online by clicking on Apply for a refund and following the simple instruction provided.
Your refund request will be handled by our dedicated refund team and the whole process should take no longer than 10 days. For added peace of mind if you are sending tickets back to us we'll keep you informed when they arrive and give you up to date estimates about when we will process your refund. Once we've done our bit and told your card issuer it can take up to 5 days for this credit to appear on your statement.
If you selected Self Service Ticket Collection and haven't picked your tickets up don't worry, we can save you time and effort by collecting the tickets for you. All we need you to do is log into your account, find your booking and request a refund - we'll do the rest.
Refunds for tickets purchased at the station
If you bought tickets at the station, we advise to take them back to the station ticket office for refund or return your tickets with a covering letter, including your booking reference, a contact telephone number and email address if you have one.
Post to: Freepost RSRZ-SSUJ-UEBG,Refunds and Business Travel Department,Greater Anglia Shared Service Centre,The Octagon,27 Middleborough,Colchester,CO1 1TG
Refunds for tickets purchased over the telephone
If you purchased your tickets over the telephone return your tickets with a covering letter, including your booking reference, a contact telephone number and email address if you have one.
Post to: Greater Anglia PO Box 23972, Edinburgh, EH3 5DA
For Group Travel
Post to: Greater Anglia, PO Box 23972, Edinburgh, EH3 5DA
For Season Direct and Business Travel ticket refunds
Post to: Freepost RSRZ-SSUJ-UEBG,Refunds and Business Travel Department,Greater Anglia Shared Service Centre,The Octagon,27 Middleborough,Colchester,CO1 1TG
Can I claim a refund on the excess payment because I forgot to carry my Railcard?
Refunds and Railcards
No. The Railcard terms and conditions state that must carry it with you at all times if travelling with a Railcard-discounted ticket. If you do not have the Railcard with you at the time your ticket is inspected you will be liable to pay the difference between the price paid for your ticket and the full undiscounted fare. You may also be charged a penalty fare. You will not be entitled to a refund of this charge even if you can provide a copy of the Railcard at a later date.
I have a season ticket which I no longer need, can I get a refund and how long will it take?
Season ticket refunds
If you stop travelling and no longer need your Season Ticket, please hand it in at the ticket office where you bought it.
We will calculate any refund due from the date the Season Ticket is handed in. There are a few exceptions. Please ask at the ticket office for more details.
The refund calculation will be the difference between the price you paid and the cost of a ticket or tickets for the period for which you have actually used the ticket, plus an administration charge.
Season ticket refunds can take up to 28 days and will be refunded to the method of payment used for original purchase.
If payment was originally made by Company cheque, we will require a letter from that employer confirming they authorise the refund to be paid to the customer directly.
