Refund & Cancellation Policy

Every ticket sold through TrainTak carries one of three fare types. The fare type is displayed before you pay and again on your confirmation.

Where the carrier’s own fare rules are more generous than the table above, the more generous rule applies.

• Online — sign in and open Manage Trip, or use the reservation number and traveller surname from your confirmation email.
• By phone — call +1 (856) 687 8087, available 24 hours a day, 7 days a week.
• By email — write to [email protected] with your reservation number. Email requests are timestamped on receipt.

A cancellation takes effect from the moment we receive it, not from when it is processed. If you cancel a Value fare 25 hours before departure and we process it an hour later, you keep the free-change window.

Any booking made at least seven days before departure can be cancelled within 24 hours of purchase for a full refund to the original payment method, including the TrainTak service fee, whatever the fare type. This applies once per booking and does not apply to a booking that has already been changed.

• We approve or query a refund request within 2 business days.
• Approved card refunds are submitted within 5 business days.
• Your bank then takes a further 5 to 10 business days to post it, which is outside our control.
• Travel credit is issued to your account immediately on approval.
• Refunds always return to the original payment method. We cannot redirect a refund to a different card or account.

If a refund has not appeared 15 business days after we confirmed it, contact us with your reservation number and we will trace it with the acquirer.

Where the carrier cancels a service, or a delay exceeds the threshold published in its conditions of carriage, you are entitled to a full refund of the fare regardless of fare type — including on a Saver ticket. TrainTak will also refund its service fee in that situation.

Alternatively we can rebook you onto the next available service at no additional cost, subject to availability. We will make the claim to the carrier on your behalf; you do not need to deal with them directly.

A ticket not used for the service it was issued for is a no-show. Flexible fares retain their full value and can be rebooked. Value fares retain 50% of the fare as travel credit if you tell us within 24 hours of the missed departure. Saver fares have no residual value. If you miss a connection because an earlier TrainTak-booked leg ran late, treat it as carrier disruption above — not a no-show.

We will consider a refund outside the normal fare rules in cases of serious illness, injury or bereavement affecting a traveller or an immediate family member, and in cases of jury service or military deployment. We will ask for reasonable documentation and aim to decide within 5 business days. These decisions are discretionary and do not set a precedent for later bookings.

On a round trip where the outbound has been travelled, any refund is calculated on the unused return portion only. On a group booking, individual travellers can be cancelled under the fare rules that apply to the booking as a whole; removing travellers may change the fare that applies to those remaining, and we will tell you before making the change.

Please contact us before raising a chargeback with your bank. A chargeback freezes the booking while the bank investigates, which usually takes longer than resolving it with us directly and can prevent us issuing the refund you are owed. If you are unhappy with a decision, ask for it to be escalated — we will have a second person review it.