Rail Industry Refund Condition Changes for Refundable Walk-Up Tickets
From 1 April 2026 the industry refund conditions for some tickets are changing. Anytime tickets, Off-Peak tickets, Super Off-Peak tickets, Day Travelcards and most Rover tickets and Ranger tickets will only be refundable up until 23:59 the day before your ticket becomes valid for travel.
From the date a ticket becomes valid for travel, customers will have no right to a refund if it is not used. If buying a ticket on the day of travel, the ticket is already valid for use and is not valid for refund. However, if there are cancellations or disruption customers will still be able to claim money back.
Refunds may be considered if a customer has been unable to use their ticket because of an exceptional circumstance. These conditions are set out in Conditions 29 and 30 of the new National Rail Conditions of Travel (version 7) which will come into force on 1 April 2026.
This is an industry wide change to the National Rail Conditions of Travel and applies to all train operators. It has been introduced following a national review of revenue protection, which highlighted the scale of refund challenges across the railway.
In March 2026, there will be an industry led national campaign, which Northern will support – using posters, online information and direct customer contact – to raise
awareness that the refund rules will be changing. Starting from 1 April 2026, all retailing channels will notify customers that new refund conditions apply to walk-up tickets. From this date, rail staff who support retailing should advise any customer buying a walk-up ticket,
For same day travel:
their ticket cannot be refunded unless service disruption or cancellation stops them completing their journey (these refunds will continue to be processed as they are now)
refund applications made for any other reason on or after the day of travel (such as “exceptional circumstances” – see below) will be considered on a case-by-case basis
Ahead of the day of travel:
their ticket can be refunded up to 23.59 the day before it becomes valid, after which the same day travel process (above) applies.
Walk-up tickets bought up to and including 31st March 2026:
Customers who make refund requests for non-use of tickets bought up to and including the 31st March 2026 will be treated under the current NRCoT v.6 refund rules (Condition 29). They do not have to provide evidence of an exceptional circumstance to claim a refund for non-use providing that they apply for the refund no later than 28 days after the expiry of the ticket.
Walk-up tickets bought on or after 1st April 2026:
Customers who make refund requests for non-use of tickets bought on or after the 1st April 2026 will be treated under NRCoT v.7 refund rules (Condition 29). Where a refund will only be processed in exceptional circumstances.
Note – this change does not apply to season tickets or advance tickets, which have their own refund rules, which remain as is.
Exceptional Circumstances
Refund requests from customers who experience significant personal events that stop them from travelling on the day (known as “exceptional circumstances”) will be considered on a case-by-case basis. Examples could include bereavement, medical events or emergencies.
Refunds will no longer be available to customers who simply decide to change their plans on (or from) the day their ticket is valid for travel.
Customers seeking refunds for exceptional circumstances must be directed to the CEC, who will review the customers evidence before making a decision on issuing a refund. The CEC can be contacted via 0800 200 6060 or email enquiries@northernrailway.co.uk.
