Ticket refunds & changes

When will I get my refund?


It normally takes us up to 3 working days to process your refund request. Once your request has been processed, your refund will be issued to your original payment account within days.

If you've collected your ticket on departure (TOD) tickets but they haven't been used, we'll process the refund once we've received your tickets. Please mail your tickets to the following address:
Train Services Team
1st Floor, 1 Lochrin Square
92 Fountainbridge
Edinburgh, United Kingdom

You can check the status of your refund in the TrainPal app by going to "My Bookings" and selecting the option to check the refund process, or by sending us an email.

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