FAQs

• Can I claim a refund if I don't use my Railcard?
• What do I do if my Railcard is lost, stolen or damaged?
• I need a replacement for my HSBC or NatWest Railcard, what do I do?

1. Can I claim a refund if I don't use my Railcard?

No. Unfortunately the 16-25 Railcard is non-refundable.

2. What do I do if my Railcard is lost, stolen or damaged?

If you bought your Railcard online, you will need to get a replacement online. You can only apply for a replacement Railcard 7 or more days after the date of original purchase.

You will have to pay a £5 administration fee if your Railcard was lost.

To apply for a replacement Railcard, pleaselogin here and follow the instructions on screen.

If you bought it elsewhere, provided you can produce the completed "Receipt" portion of your original application form, then you can apply for your lost or damaged Railcard to be replaced at any staffed station ticket office. You will have to pay a £5 administration fee.

If your Railcard has been stolen and you have been given a crime reference number or documents by the Police, then we will normally give you a free replacement. Remember that you will also need to provide a new photo if you need to replace your 16-25 Railcard Photocard.

To replace a stolen card you bought online, please login here and follow the intsructions on screen.

Until you have your replacement Railcard, we’re sorry but you will have to pay the full fare. This isn’t refundable.

3. I need a replacement for my HSBC or NatWest Railcard. What do I do?

HSBC Railcards and NatWest Railcards are issued directly by the respective banks. If you have a HSBC Railcard that is lost, stolen or damaged please contact a HSBC branch or call 0161 772 5788 for details of replacements.

If you have a NatWest Railcard that is lost, stolen or damaged, please contact a NatWest branch for details of replacements, or visit www.natwest.com.