Refunds, Amendments and Cancellations
Amend your booking
All tickets sold by Split My Fare are amendable, though you must return all unused tickets no later than 28 days after the original travel date.
From Monday 21st June 2021, Advance ticket bookings can be exchanged for a different journey, until 31st December 2021, as long as the changes are made before 6pm the day before travel.
This applies to:
- Advance tickets purchased on or after 21st June 2021 for travel on or after 21st June 2021.
Changes must be made no later than 18:00 the day before travel.
Changes made prior to 18:00 on the day before travel
Rebook the same journey (origin, destination and number of passengers must remain the same) and we will refund the total ticket cost of the lesser value journey (without any admin fee). If an amendment results in a lower price ticket, the difference in fare will not be refunded.
If you are uncertain as to when you will be travelling or tickets for the new dates aren't available yet, request for a refund here to qualify for a 12 months Admin Fee-Free Change of Advance. You have 12 months from the outward travel date & time to rebook any journey and we will refund the total ticket cost of the lesser value journey (waiving the admin fee). If an amendment results in a lower price ticket, the difference in fare will not be refunded.
Please note that we are unable to offer travel vouchers or credit notes.
Changes requested after 18:00 on the day before travel
Changes to Advance tickets will be subject to normal Advance terms & conditions* regarding change of journey. Changes are permitted up to the departure of the first booked service, the £10 admin fee will apply, and any changes made to Advance tickets after the first booked service has departed are invalid and a refund is no longer available.
* Advance tickets Change of Journey: All re-bookings must be made before the original travel date/time and refund submitted within 28 days of the travel dates and booked for the exact same journey (the origin, destination and number of passengers must remain the same). If an amendment results in a lower price ticket, the difference in fare will not be refunded. The £10 cancellation fee is charged per booking reference. Booking fees, card charges and share of split ticket savings commission are non-refundable.
You can claim a refund on your original booking here
Flexible (Refundable) Tickets
If your ticket is refundable, you can cancel your booking though a £10 admin fee will reply. If you book a replacement journey before claiming your refund, no admin fee will be deducted.
Claiming a refund due to a delay or cancellation of travel
If the operator cancelled your train and the tickets were unused
If the operator cancelled your train, you chose not to travel, and your tickets are wholly unused (not going through the barrier, been clipped, stamped or written on...), we can offer you a refund. You will need to E-Mail us at [email protected].
When selling tickets, we obtain train times from the National Reservation System. If you are told the operator had cancelled the train before you purchased your ticket, this is because the Train Operating Company hadn't updated the National Reservation System. As such, it is their duty to provide you with a refund.
If your train was delayed, or you used your tickets
You will need to contact the Train Operating Company directly to make a claim. If you are unsure which train company you travelled with, please refer to your itinerary in the confirmation email and find your train operating company.
If you need to cancel due to medical reasons
While advance tickets are typically non-refundable, we may be able to issue a refund if you were unable to travel on medical grounds. In such a case you must provide a copy of any reasonable evidence, such as a letter from your doctor or hospital must be provided.
If you want to cancel for other reasons
Advance (Non-Refundable) Tickets
You will not be able to get a refund on these tickets, however, you can cancel the tickets and rebook for a different date or time.
Flexible (Refundable) Tickets
These can be refunded here regardless of whether the journey is rebooked. You have up to 28 days after the ticket's expiry date to claim the refund.
Frequently asked questions
What is the admin fee?
Unlike some other companies that charge a £10 cancellation fee per ticket, with us, the admin fee of £10 will only be charged per booking reference, no matter how many tickets you’re actually getting refunded.
How long do refunds take?
After you apply for a refund, you will receive an E-Mail shortly after with confirmation. You should then expect to have the refund back in the bank account, or on the card that you paid with, in 2-3 working days.
What are the terms and conditions of booking?
You can find the terms of booking here.