Refunds

If you purchased your tickets from Southeastern’s website or app, you can use our self-service refund system (except for Advance tickets). If you have a Southeastern account, please log in, navigate to 'Manage my tickets/refunds' in the account menu and follow the instructions.

If you bought your ticket as a guest there's a link in the confirmation email to associate it with a Southeastern account. You can then use the self-service refund system. Alternatively, you can use the form above to apply.

If you have a Southeastern Key, and are unable to or can't log into your account, and/or use the self-service refund facility, please complete our online Key refund form.

Refunds cannot be processed if applied for on or after the date of travel. Customer Services may consider requests on a case-by-case basis in exceptional circumstances, if requested within 28 days of the expiry of the ticket. An admin fee of £5 may be applied.

If you purchased your paper Season ticket (Weekly or longer) from a Southeastern ticket office, you can return it to any Southeastern ticket office for a refund, or you can apply here.

If you purchased a Daily paper ticket from a Southeastern ticket office or ticket machine, you can return it to any Southeastern ticket office for a refund (except Advance tickets).

Alternatively, you can send your paper Season or Daily (except for Advance tickets) to Customer Services

Southeastern Customer Services:

PO Box 8625
Swadlincote
DE11 1HZ

We recommend sending by Recorded Delivery.

If you purchased a ticket onto your Key smartcard from a Southeastern ticket office or ticket machine, you can go to any Southeastern ticket office for a refund, or apply apply here.

Refunds cannot be processed if applied for on or after the date of travel. Customer Services may consider requests on a case-by-case basis in exceptional circumstances, if requested within 28 days of the expiry of the ticket. An admin fee of £5 may be applied.

You can get a refund on a Flexi Season ticket if you apply before the end of the 28 day validity period, and you still have two unused passes or more left. A £5 admin fee will apply.

Find out more by visiting our Flexi Season ticket refund FAQs.

Tickets purchased from Southeastern which have not started yet can be refunded in full minus a £5 admin fee.

If you bought your Season ticket directly from us, we can generally give you a refund if there is:

• Weekly Season ticket – 3 days or more left
• Monthly Season ticket – 7 days or more left
• Annual Season ticket – 49 days or more left

Please note a £5 admin fee is charged.

Refunds on all Season tickets are calculated from the first date of travel to the surrender date (when the Season ticket is returned).

The refund amount will be 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.

We do not provide a Season ticket suspension service.

An admin fee may apply when Advance ticket customers choose to change the time of their journey. Advance tickets will be non-refundable unless the booked service has been cancelled, delayed or rescheduled by the train operator for reasons such as disruption or strikes in which case refunds will be available.   

Please note, if there is a difference between the price of your original Advance ticket and the cost of your new Advance ticket, you will need to pay the difference. If you change to a train on which a cheaper fare is available, the difference will not be refunded.

Don't forget, you can amend your ticket right up to the time your journey is due to begin.

You can change your Advance ticket(s) in a few easy ways:

• If you purchased your Advance ticket(s) through your Southeastern online account, you can log in and amend the date and time on your Advance ticket(s).
• If you purchased your Advance ticket(s) online and you don’t have a Southeastern account , you’ll need to visit a ticket office and ask for the changes to be made.
• If you purchased your Advance ticket(s) at a Southeastern station, take your ticket(s) back to a station and request your changes.

You can apply for a refund on a Daily ticket up to 23:59 before the day of travel (except for Advance tickets).

On or after the date of travel, we're not able to refund it, except in exceptional circumstances. Customer Services may consider such requests on a case-by-case basis, if made within 28 days of the expiry of the ticket. An admin fee of £5 may be applied.

If you buy your ticket from a Southeastern ticket office or ticket machine, you can get a refund if you request it within an hour of purchase if it hasn't been used. There'll be no admin fee applied.

For Season tickets, we can generally process a refund if there are three days or more on a Weekly, seven days or more on a Monthly or custom period, or in the first 10 months and 12 days of an Annual. These may vary based on the calculation which will determine if any refund is possible. Please see below for more information.

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) 

Tickets bought online with us can be refunded through your Southeastern account. Tickets bought at a Southeastern station can be refunded from any of our ticket offices. To check your station’s ticket office opening times, please visit our station information page.

Please note that if today's date is on or after the date of travel, no refund is available. Customer Services may consider requests on a case-by-case basis in exceptional circumstances (such as disruption), if requested within 28 days of the expiry of the ticket. An admin fee of £5 may be applied.

However, if today’s date is more than 28 days after the expiry date of your ticket, it can't be refunded.

Refunds for parking season tickets are available, subject to an admin fee of £5. 

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 APCOA 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 8625
Swadlincote
DE11 1HZ

If today’s date is before the travel date on your ticket, you can process your own refund online. Simply log into your account, select ‘manage my tickets/refunds’ and follow the steps to process your own refund.

If today’s date is the day of travel or after, no refund is available. Customer Services may consider requests on a case-by-case basis in exceptional circumstances, if requested within 28 days of the expiry of the ticket. An admin fee of £5 may be applied.

If your ticket is an Advance ticket, it's non-refundable.

Please see below for Season tickets.

If today’s date is before the travel date on your ticket, please apply for a refund using our online refund form.

If today’s date is the day of travel or after, no refund is available. Customer Services may consider requests on a case-by-case basis in exceptional circumstances, if requested within 28 days of the expiry of the ticket. An admin fee of £5 may be applied.

Please see below for Season tickets.

If today’s date is before the travel date on your ticket, please go back to your local Southeastern station to apply for a refund. To check your station’s ticket office opening times, please visit our station information page.

If today’s date is the day of travel or after, no refund is available. Customer Services may consider requests on a case-by-case basis in exceptional circumstances, if requested within 28 days of the expiry of the ticket. An admin fee of £5 may be applied.

If your ticket is an Advance ticket, it's non-refundable.

Please see below for Season tickets.

If today’s date is before the travel date on your ticket, please go back to your local Southeastern station to apply for a refund. To check your station’s ticket office opening times, please visit our station information pages.

If today’s date is the day of travel or after, no refund is available. Customer Services may consider requests on a case-by-case basis in exceptional circumstances, if requested within 28 days of the expiry of the ticket. An admin fee of £5 may be applied.

If your ticket is an Advance ticket, it's non-refundable.

Please see below for Season tickets.

If you purchased your tickets from Southeastern’s website, and they're not printed yet, you can use our self-service refund system (except for Advance tickets). If you have a Southeastern account, please log in, navigate to 'Manage my tickets/refunds' in the account menu and follow the instructions.

If you bought your ticket as a guest there's a link in the confirmation email to associate it with a Southeastern account. You can then use the self-service refund system. Alternatively, you can use the form above to apply.

If you have printed your tickets, please apply for a refund by downloading the ticket refund form. Complete it and send it with the tickets you want refunded to:

Southeastern Online Refunds
Freepost RUEL-KBZS-YRAU
Swadlincote
DE11 1HZ

We recommend you send your Season ticket by Special or Recorded Delivery.

Please note that if you apply for a refund on or after the date of travel, no refund is available. Customer Services may consider requests on a case-by-case basis in exceptional circumstances, if requested within 28 days of the expiry of the ticket. An admin fee of £5 may be applied.

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 £5 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 RUEL-KBZS-YRAU
Swadlincote
DE11 1HZ

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 use the Season ticket calculator above.

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 fill out the form above along with sending a copy of your ticket and copies of your medical certificate.

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