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Applying for a refund

If you're considering claiming a refund on your season ticket please be aware that we are no longer able to back date this by up to 56 days, refunds now follow our usual terms and conditions.

Please also note any previous coronavirus-related cross ticket acceptance arrangements with other train companies also no longer apply. 

If you bought a ticket from a Southeastern station or the Southeastern website or app and you decide not to travel due to concerns about coronavirus, please see below. 

We cannot process refunds for tickets bought from other retailers or operators. Please contact your original ticket retailer for refund assistance.

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 can’t log into your account and/or use the self-service refund facility, please complete our online Key refund form.  
  • If you purchased your paper Season ticket, or paper Season ticket including PlusBus, at a Southeastern-managed station, you can return this to any Southeastern ticket office for a refund or via the post following the details below.

Paper Season ticket refund form

    By post

    • If you purchased your Season ticket at a Southeastern-managed station, you can apply for a part-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 will take longer than normal to complete. 
    • If you purchased an Advance ticket from Southeastern’s website and it is eligible for a refund (category 1 or 2 above), 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 download 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

    • Refunds on Season tickets

      Tickets that haven't started yet:

      • Tickets purchased from Southeastern which have not started yet can be refunded in full minus a £10 admin fee 

      Tickets which have passed their start date:

      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 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. 
      • 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. If you are the ticketholder and have been ill for more than four unbroken weeks we will provide a part-refund for the time the ticket was unused. 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. 

      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:

      • An equivalent weekly price of the ticket purchased is multiplied by the number of weeks the ticket has been used for (up to a cap of 40 weeks for an Annual season ticket).
      • The resultant value is deducted from the original purchase price of the season ticket, minus a £10 administration fee.

      • Find out when and how you can apply for a refund. Please see table below for tickets that are eligible for a refund. 
        Ticket types eligible for a refund*
        Refundable  Non-refundable 
        Advanced Tickets    ✔
        Anytime Tickets  ✔  
        Off-Peak Tickets  ✔  
        Super Off-Peak Tickets  ✔  
        Season Tickets  ✔  

        *please note there may be an admin charge. 

    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) 

    Advance tickets are non-refundable.

    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 are eligible for a voucher in exchange for an Advance ticket, we will credit your online account with an e-voucher, for use against a future ticket purchase of your choice, or if you do not have an online account we will post you a National Rail Travel Voucher. 
    Refunds for tickets purchased from other retailers (for example Trainline) need to obtained from the original retailer. 

    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.  

    We are working with our industry partners in the best way to assist you if you have a railcard and have not been able travel during COVID-19. 

    As soon as we have further information we will update our website. 

    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 accountclick 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.   

    Please go back to one of our Southeastern stations to apply for a refund. 
    Please go back to one of our Southeastern stations to apply for a refund. 

    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

    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.

    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. 

    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

    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
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