Refunds

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 logging into My Account and click on the ticket for which you require a refund. The conditions relating to that ticket will be displayed.

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.

No longer need to travel? Want to cancel your ticket?

Please note for all refunds there is a standard administration fee of £10.00.

To comply with our Credit / Debit card suppliers scheme rules we must follow these rules:

  1. Refunds can only be made on the card used for the original sales transaction.
    Irrespective of whether the original account has been closed or not, or whether the card number has changed, the banks will ensure that the money is returned to the original account holder. If the account has been closed this will normally mean that the bank who operated the card scheme will normally refund the customer in an alternate way. Your bank will be able to help you retrieve previous card details should you need them.
  2. Retailers must never make cash or cheque refunds for transactions which have been originally made by Credit / Debit Card.

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 ten 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 five 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.

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

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

Post to:

Greater Anglia
PO Box 23972
Edinburgh EH3 5DA

Post to:

Freepost RSRZ-SSUJ-UEBG
Refunds and Business Travel Department
Greater Anglia Shared Service Centre
The Octagon
27 Middleborough
Colchester CO1 1TG

Refunds and Railcards

No. The Railcard terms and conditions state that you 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 not be charged the difference, but charged the cost of a new ticket as if no ticket was purchased before starting the journey. You may also be charged a penalty fare.

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.