Refunds
Find out when and how you can apply
Applying for a refund
We understand that in light of the latest government advice people’s travel plans will be changing. To reflect this, some ticket terms & conditions for refunding tickets or changing journeys are different to usual.
If you bought a ticket from a Southeastern station or the Southeastern website or our On Track app and you need a refund, please see below.
Please note, we cannot process refunds for tickets bought from other retailers or operators. Please contact your original ticket retailer for refund assistance.
Refunds for Advance, Off-Peak (including Super Off-Peak) and Anytime Tickets
- If you have booked your Advance ticket with Southeastern on or before 4 January 2021, valid to travel on or after 5 January 2021, we can exchange your ticket for an e-voucher.
- If you have booked an Anytime, Off-Peak or Super Off-Peak ticket with Southeastern on or before 4 January 2021, valid to travel on or after 5 January 2021, you can apply for a refund on the unused ticket. No admin fee will apply unless the ticket has expired, in which case there is a £10 fee.
- If you have booked an Advance, Anytime, Off-Peak or Super Off-Peak ticket with Southeastern, on or after 24 November 2020, valid to travel between 23-27 December 2020, you can apply for a refund on the unused ticket free of charge.
- Advance tickets booked before 24 November 2020, to travel before 23 December 2020, are only refundable if disruption to your booked journey meant you were unable to travel.
- Advance tickets booked after 19 December 2020 to travel between 28 December 2020 to 4 January 2021 are only refundable if disruption to your booked journey meant you were unable to travel.
- Customers can apply for refund up to four weeks from the last day the ticket was valid.
Changing your journey
- If you booked an Advance ticket on or before 4 January 2021, for travel on or after 5 January 2021, and you no longer wish to travel, you can reschedule your journey free of charge.
- Changes need to be made before the first booked service. You will also need to pay any difference in fare for your new ticket.
- Anytime, Off-Peak and Super Off-Peak tickets are more flexible and can be changed anytime before you travel. There is no fee to change these tickets, you will only need to pay any difference in fare.
Advance tickets are not refundable outside of the above unless there is severe disruption on the network.
How to obtain a refund
Online
- If you purchased your tickets from Southeastern’s website, you can use our self-service refund facility (except for Advance tickets and daily tickets which have passed their date of travel). Please log in, navigate to My Account, then Manage my tickets/refunds to apply.
- If you have the Key, and are unable to log into your account, please complete our online Key refund form.
- If you have purchased your paper ticket at a Southeastern-managed station, or you have already printed out your online purchased paper ticket, you can apply for a refund via our paper ticket refund form.
By post
- If you purchased your ticket at a Southeastern-managed station, you can apply for a refund by post by downloading and completing the refund form and sending it to us with your ticket. We recommend you use recorded delivery. Please be aware, that due to unprecedented demand, this process may take longer than normal to complete.
- If you purchased an Advance ticket from Southeastern’s website and it is eligible for a refund, please download and complete the refund form and send it with the ticket(s) you want refunded and a copy of your booking confirmation (or just the booking confirmation if the ticket has not been printed).
- For daily tickets purchased from Southeastern’s website which have passed their validity date, please download and complete the refund form and send it with the ticket you want refunded, and a copy of your booking confirmation (or just the booking confirmation if the ticket is a Key smartcard).
- All postal refund applications should be sent to:
Southeastern Online Refunds
Freepost RTSK-BXJE-CCHL
ASHBY DE LA ZOUCH
LE65 9EL - Tickets purchased from Southeastern which have not started yet can be refunded in full minus a £10 admin fee
- For an annual Season Ticket, there may not be any monetary value left if it is surrendered in the last couple of months of validity. Annual Season tickets have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date and you can continue to enjoy any Gold Card benefits.
You can check the value of your season ticket using the refund calculator below. - Seven days (or more) left on a Season Ticket valid between one and ten months
- Three days (or more) left on a weekly Season Ticket
- You can apply for a part-refund on your season ticket by surrendering its remaining validity and please note a £10 admin fee is charged for all season ticket refunds.
- Refunds are calculated from the first to the last date of travel and is the difference between what you originally paid and what you would have paid for a Season Ticket (or combination of tickets) covering that period. Refunds are not calculated on a pro rata basis.
- You won’t get a complete refund for the period of time left on your ticket. To explain, an annual season ticket gives 52 weeks’ worth of travel for the cost of 40, so refunds are calculated on the basis of what you paid rather than period left on the ticket. To find out what your refund might be please use our Season ticket refund calculator below.
- If you have been unwell and unable to use your season ticket for a period of time, you may be eligible for a refund. To claim a sickness refund please send a copy of your ticket and copies of your medical certificate to our Customer Services team.
- We do not provide a Season Ticket suspension service.
Refunds on Season tickets
Tickets that haven't started yet:
Tickets which have passed their start date:
If you bought your Season Ticket directly from us, we will calculate your refund based on the following:
Season ticket refund calculator
Refunds are available from the date you submit the ticket.
You can use our season ticket refund calculator to get an estimate of how much you’ll receive for an Annual or Custom length (longer than one month) season ticket.
The exact amount you receive may vary depending on the final validation of the refund application.
Refunds for Annual and Custom length season tickets are calculated as follows:
You can apply for a refund:
- Before the date and time your ticket is for
- Up to 28 days after your ticket has expired
If you apply for a refund on an unused Anytime or Off peak ticket before the ticket is valid for travel, or on the day, at the ticket office where the ticket was bought, within an hour of purchase, we will give you a refund and won’t charge you any administration fee.
The expiry date depends on the terms and conditions for that ticket.
If you apply for a refund after your daily ticket has expired, we’ll charge a £10 admin fee.
An admin fee of £10 is also charged for all season ticket refunds.
Refunds for Intermediate sickness and First class declassification can be applied for by contacting Customer Services.
If you apply for a refund from Monday 8 June onwards, your request will be processed and paid within 28 days (in line with the National Rail Conditions of Travel)
- If you booked on or after 24 November to travel between 23-27 December and are using an Advance ticket you may apply for a full refund free of charge, or reschedule your journey.
- Advance tickets booked before 24 November or for travel before or after 23-27 December are only refundable if disruption to your booked journey means you cannot travel.
- Advance tickets booked before 24 November, for travel between Thursday 3 December and Saturday 2 January 2021 inclusive, can be exchanged for an e-voucher for the value of the ticket. Alternatively, the date and time of the ticket can be changed without a fee.
To return your ticket and apply for an e-voucher please see below:
- If you purchased your ticket from the Southeastern website and you have not printed your ticket fill in the refund form and you will receive an e-voucher.
- If you purchased your ticket from the Southeastern website and you have printed your ticket, or if you have purchased your ticket from a station, please follow the instructions on the paper ticket refunds page.
Please note –
- e-vouchers are not exchangeable for cash
- There is no limit to the number of times a ticket can be changed
Tickets that haven't started yet:
- Tickets purchased from Southeastern which have not started yet can be refunded in full.
- Southeastern will not charge an admin fee for these refunds.
- From Monday 7th September 2020, if you have an Off-Peak or Anytime ticket you can get a full refund and an admin fee may apply. You must claim within 28 days of the ticket expiring.
- If you purchased your ticket from the Southeastern website and you have not printed your ticket or have a smart ticket on The Key, log in to your online account and visit the 'Manage your ticket/refund' section.
- If you purchased your ticket from the Southeastern website and you have printed your ticket, or if you have purchased your ticket from a station, please follow the instructions on the paper ticket refunds page.
- If you purchased your smart ticket on The Key from a Southeastern station please complete this form.
If you have any additional refund queries please contact our Customer Services team.
Refunds for parking season tickets are available, subject to an admin fee of £10.
Refunds are calculated based on the equivalent products that would have been purchased over the same period being deducted from the price of the permit.
To apply for a refund please go to the Saba website.
After careful consideration, our industry partners have confirmed Railcard terms & conditions will not change.
Railcards are non-refundable and cannot be extended.
I forgot my railcard
If you have forgotten to travel with your railcard and were unable to get the discount on your ticket, then you can apply for a refund. Please send copies of your rail tickets and your railcard to our Customer Services team and they will be able to help you. You can provide all this information here or write to us:
Southeastern Customer Services
PO Box 10422
Ashby-de-la-Zouch
LE65 9EL
Any Rail Travel Voucher that has an expiry date between 17th March 2020 and 16th September 2020, may be accepted for a maximum of 6 months after the original expiry date.
E.g. an RTV that expires on 10th June 2020 may continue to be accepted up to and including 9th December 2020.
It’s nice and easy as you can process your refund yourself. Just log into your account, click on ‘Manage my tickets / refund’, and follow the steps.
The refund will then be paid back to the method of payment you used to purchase your ticket with.
Please apply for a refund using our online refund form.
If your ticket hasn’t been printed yet, you can apply for a refund by logging into your account under manage my tickets / refunds, where you will be able to process a refund yourself.
If you have printed your tickets please apply for a refund by downloading the refund form. Complete it and send it with the ticket you want refunded and any other travel documents like a copy of your booking confirmation to:
Southeastern Online Refunds
Freepost RTSK-BXJE-CCHL
ASHBY DE LA ZOUCH
LE65 9EL
We recommend you send your Season Ticket by special or recorded delivery.
Please note a £10 admin fee is charged for all season ticket refunds.
If you bought your Season Ticket directly from us, we can generally give you a refund if there is:
- For an annual Season Ticket, there may not be any monetary value left in an if it is surrendered in the last couple of months of validity. Annual Season tickets have no refund value after 10 months and 12 days, although they are still valid for travel until the expiry date and you can continue to enjoy any Gold Card benefits along with it.
- Seven days (or more) left on a Season Ticket valid between one and ten months
- Three days (or more) left on a weekly Season Ticket
You can apply for a part-refund on your season ticket by surrendering its remaining validity and please note a £10 admin fee is charged for all season ticket refunds.
Refunds are made in the same way you paid. We can only arrange refunds on tickets that were originally bought from a Southeastern outlet. If you bought it somewhere else, then you should go directly to the supplier for the refund.
If you purchased your season ticket from a Southeastern ticket office or ticket vending machine, you can apply for a refund at any Southeastern ticket office.
If you purchased your paper season ticket via our website, please return the ticket to our Customer Service Team at:
Southeastern Online Refunds
Freepost RTSK-BXJE-CCHL
ASHBY DE LA ZOUCH
LE65 9EL
So you won’t get a complete refund for the period of time left on your ticket. To explain, an annual season ticket gives 52 weeks’ worth of travel for the cost of 40, so refunds are calculated on the basis of what you paid rather than period left on the ticket. To find out what your refund might be please visit the National Rail Enquiries Season ticket calculator.
We can’t give you a refund if you don’t use your Season Ticket for a period of time then start using it again, unless you have been ill.
Unable to travel due to illness
We’ll consider a refund if you’ve been unable to travel due to illness for a minimum of four continuous unbroken weeks. We’ll calculate your refund by multiplying half the weekly Season Ticket cost by the number of weeks you were unable to travel – known as an intermediate period of sickness.
An intermediate period of sickness can be refunded if it started after your Season Ticket began and ended before your Season Ticket expired. During this time you need to keep hold of your ticket. To claim a sickness refund please send a copy of your ticket and copies of your medical certificate to our Customer Services team.
If you know you won’t need your Season Ticket again, we can give you a refund on the length of time remaining.
Please contact your bank/card provider who’ll be able to arrange a chargeback. We’ll then work with your provider to reverse the transaction. Alternatively, please contact us providing the following information:
- Authorisation/Transaction number (Available from Card Provider/Bank)
- Copy of your bank statement showing the transaction
- Time, Date and Location of Ticket Purchase
Please contact your card bank/card provider who’ll be able to arrange a chargeback. We’ll then work with your provider to reverse the transaction. Alternatively, please contact us providing the following information:
- Authorisation/Transaction number (Available from Card Provider/Bank)
- Copy of your bank statement showing the transaction
- Time, Date and Location of Ticket Purchase