Frequently Asked Questions
Fast answers on Delay Repay deadlines, rejected claims, compensation rates, and season ticket rules.
New here? Start with our Delay Repay guide, estimate payouts with the calculator, or see what to do if your claim is rejected in our appeal guide.
General Questions
What is Delay Repay?
Delay Repay is a national scheme that makes it easier for you to claim compensation when your train is delayed. You can claim regardless of the cause of the delay.
How is compensation calculated?
Compensation is usually calculated based on the cost of your ticket and the length of the delay. For season ticket holders, the value of a single journey is calculated by dividing the cost of the season ticket by a set number.
Is RefundMyRail free?
Yes! We offer a free tier that lets you track one route. Our automated tracking features and advanced tools are available on our paid plans.
What are the three main features?
We offer three separate features, each with different access levels:
- Route Tracking Service - All tiers have access. This automatically monitors your subscribed routes and emails you when delays occur. Free tier: 1 route monitored with only 1 delay visible at a time. Commuter: 2 routes. First Class: 3 routes.
- Delay Finder - All tiers have access. This tool lets you search for delays on any route and date combination to find potential claims you may have missed. Free tier: 1 search per month, Commuter: 3 searches per month, First Class: 5 searches per month.
- Analytics Dashboard - Only available for Commuter and First Class tiers. This provides detailed insights into your claims history with monthly breakdowns, charts, and statistics. Free tier users cannot access this feature.
What's the difference between Route Tracking and Delay Finder?
Route Tracking is for monitoring your regular commute or frequent journeys - we automatically check your subscribed routes and email you when delays are found. Free tier users can track 1 route and will see only 1 delay at a time. Paid tiers can track multiple routes and see all delays. Delay Finder is a search tool that lets you look back through your journey history to find delays on any route you may have missed claiming for. Both features are available to all tiers, with different monthly limits.
Subscription Tiers
We offer three tiers to suit different needs. All tiers include automatic delay tracking and claim notifications. Compare features below:
| Feature | Free | Commuter £2.99/mo |
First Class £4.99/mo |
|---|---|---|---|
| Price | £0 | £2.99/mo | £4.99/mo |
| 📍 Route Tracking Service Monitor routes for delays |
1 route 1 delay visible |
2 routes | 3 routes |
| 🔍 Delay Finder Search for past delays |
1 per month | 3 per month | 5 per month |
| 📊 Analytics Dashboard Monthly breakdowns & charts |
Not available | ✅ Basic | ✅ Advanced |
| Community Goal Rewards | — | ✅ Included | ✅ Included |
| Email Notifications | ✅ Included | ✅ Included | ✅ Included |
| Claim Tracking | ✅ Included | ✅ Included | ✅ Included |
What happens if I exceed my limits?
If you reach your monthly Delay Finder search limit or route tracking limit, you'll see a clear message indicating that you've reached your tier's limit. You can either wait until your limits reset at the start of the next month, or upgrade to a higher tier to get more capacity immediately.
How do I upgrade or downgrade my plan?
You can manage your subscription from your account settings page. Upgrades take effect immediately with pro-rated billing, so you'll only pay the difference for the remainder of your billing cycle. Downgrades are scheduled to take effect at the end of your current billing period, so you'll continue to have access to your current tier's features until then.
Can I cancel my subscription?
Yes, you can cancel your subscription at any time from your account settings. When you cancel, you'll continue to have access to your paid tier features until the end of your current billing period. After that, your account will automatically downgrade to the Free tier. You can reactivate your subscription at any time.
What is the Analytics Dashboard?
The Analytics Dashboard (available on Commuter and First Class tiers) provides detailed insights into your claims history. It includes monthly breakdowns showing how much you've claimed each month, interactive charts, statistics about your refunds, and the ability to filter and analyse your claims over different time periods. Free tier users can track delays and receive notifications, but cannot access the analytics dashboard.
How do I track my usage?
Your usage statistics are displayed in the Membership section of your account settings. You can see how many Delay Finder searches you've used this month, how many routes you're tracking, and your remaining capacity for each feature.
What payment methods do you accept?
We accept all major credit and debit cards through our secure payment processor, Stripe. Payments are processed securely and we never store your full card details on our servers.
When do my usage limits reset?
All monthly limits (Delay Finder searches, route tracking capacity) reset on the first day of each calendar month. Your subscription billing cycle is independent and continues on a monthly recurring basis from your original signup date.
📧 Email Notifications
How often are email notifications sent?
For Route Tracking subscriptions, we send monthly summary emails showing all delays found on your tracked routes. New subscribers receive a welcome email with the previous month's data. You'll also receive emails when payment issues occur or when your subscription status changes.
What information is included in delay emails?
Each delay email includes the date and time of delayed journeys, the delay duration, the route affected, and the estimated compensation amount you may be eligible for. Each delay includes a direct link to the train operator's claim form for easy claiming.
Can I customize email notification preferences?
Yes! You can manage your email preferences from your account settings page. You can control which types of emails you receive, including delay notifications, payment reminders, and subscription updates.
Why didn't I receive an email about a delay?
If you're not receiving emails, first check your spam/junk folder. Also verify your email preferences in account settings haven't disabled notifications. Free tier users will only see one delay at a time in emails - if you have multiple delays, upgrade to see them all. If issues persist, contact our support team.
Can I unsubscribe from emails?
You can adjust your email preferences in your account settings to control which emails you receive. However, we recommend keeping delay notifications enabled so you don't miss potential claims. You can also unsubscribe from marketing emails while keeping essential service notifications active.
🔐 Account & Security
How do I reset my password?
You can change your password from the Account Settings page in your dashboard. Click on "Change Password" and enter your current password, then your new password. If you've forgotten your password, please contact our support team for assistance.
How do I delete my account?
You can delete your account from the Account Settings page. This action is permanent and will delete all your data, including subscriptions, claims history, and preferences. If you have an active subscription, it will be canceled immediately and you won't be charged again. Please note that account deletion cannot be undone.
What data do you store about me?
We store your email address, account preferences, subscription details, tracked routes, and claims history. We use this data solely to provide our service - tracking delays and helping you claim compensation. We never sell your data to third parties. For more details, see our Privacy Policy or contact us.
Is my payment information secure?
Yes, absolutely. We use Stripe, a PCI-DSS Level 1 certified payment processor, to handle all payments. We never store your full card details on our servers - Stripe handles all payment processing securely. Your payment information is encrypted and protected by industry-standard security measures.
How is my data protected?
We use secure, encrypted connections (HTTPS) for all data transmission. Your account data is stored securely in encrypted databases. We follow industry best practices for data security and regularly review our security measures. We comply with GDPR regulations regarding data protection and privacy.
✅ Accuracy & Claims
How accurate is the delay detection?
We use official National Rail data from the Darwin API, which provides real-time and historical train performance data. Our delay detection is based on the same data that train operators use. However, we recommend verifying delay information with your train operator before submitting a claim, as they have the final authority on compensation eligibility.
What if my claim is rejected by the train operator?
RefundMyRail provides estimates based on publicly available data, but train operators make the final decision on all claims. If your claim is rejected, you can appeal directly with the operator. We're not responsible for claim outcomes, but we do our best to provide accurate delay information to help you claim what you're owed.
Are the compensation amounts guaranteed?
The compensation amounts we show are estimates based on standard Delay Repay schemes. Actual compensation may vary depending on your specific ticket type, the operator's policies, and other factors. Always verify the amount with your train operator when submitting a claim.
What data source do you use for delays?
We use the National Rail Darwin API, which provides official train performance data from Network Rail. This is the same data source used by train operators and National Rail Enquiries. The data includes scheduled and actual arrival/departure times for all UK train services.
How far back can I search for delays?
The National Rail API provides historical data going back several months. You can use Delay Finder to search for delays on any date within this range. However, keep in mind that train operators typically have time limits for submitting Delay Repay claims (usually 28 days from the date of travel), so it's best to claim as soon as possible.
💻 Technical Support
Which browsers are supported?
RefundMyRail works on all modern browsers including Chrome, Firefox, Safari, Edge, and Opera. We recommend using the latest version of your browser for the best experience. The site is fully responsive and works on desktop, tablet, and mobile devices.
Is there a mobile app?
RefundMyRail is a Progressive Web App (PWA), which means you can install it on your mobile device for an app-like experience. On iOS, use Safari's "Add to Home Screen" feature. On Android, Chrome will prompt you to install the app. Once installed, it works offline and provides a native app experience.
What should I do if the site isn't working?
First, try refreshing the page or clearing your browser cache. If the issue persists, check if you're using a supported browser and that it's up to date. Some routes with many trains may take longer to process - please be patient. If problems continue, contact our support team with details about what you were trying to do.
Why is my search taking so long?
Some routes have many trains running throughout the day, which requires more data processing. Popular commuter routes or routes with frequent services may take 30-60 seconds to process. We're continuously optimizing our system, but complex routes naturally take longer. If a search takes more than 2 minutes, please try again or contact support.
Can I use this on my phone?
Yes! RefundMyRail is fully mobile-optimized and works great on smartphones. The interface is touch-friendly and designed for mobile use. You can also install it as a Progressive Web App for an even better mobile experience. All features work on mobile devices, including route tracking, Delay Finder, and the Analytics Dashboard.
💳 Billing & Payments
What happens if my payment fails?
If your payment fails, you'll enter a 7-day grace period. During this time, you'll continue to have access to your paid tier features. We'll send you reminder emails on days 1, 3, and 6 to help you update your payment method. If payment isn't resolved within 7 days, your account will automatically downgrade to the Free tier. You can update your payment method at any time from your account settings.
Do you offer refunds?
We offer refunds on a case-by-case basis. If you're not satisfied with our service, please contact our support team within 14 days of your subscription start date. Refunds for technical issues or service problems are typically processed within 5-7 business days.
How does the grace period work?
When a payment fails, you get a 7-day grace period where you maintain access to your paid tier features. We'll send you email reminders to update your payment method. If you resolve the payment issue during the grace period, your subscription continues normally. If not, your account downgrades to Free tier at the end of the grace period, and you won't be charged.
When will I be charged?
Subscriptions are billed monthly on the same date you originally signed up. For example, if you subscribed on the 15th of January, you'll be charged on the 15th of each subsequent month. You'll receive an email confirmation when payment is processed. You can view your next billing date in your account settings.
Can I change my payment method?
Yes, you can update your payment method at any time through the Stripe Customer Portal, accessible from your account settings page. You can add a new card, update card details, or change your default payment method. Changes take effect immediately for future payments.
🚂 Using the Service
How do I add a route to track?
To add a route for tracking, go to your account settings and navigate to the Subscriptions section. Click "Add Route" and enter your origin and destination stations, your typical travel times (morning and evening windows), your working days, and your ticket information. Once saved, we'll automatically monitor this route and email you when delays are found.
What's the best way to use Delay Finder?
Delay Finder is perfect for finding missed claims. Start by searching your most common routes on dates you remember traveling. Use specific date ranges rather than broad searches to get faster results. Remember that you have monthly search limits based on your tier, so use them wisely. The search results will show all delays found, with direct links to claim forms.
How do I update my ticket price?
You can update your ticket price in the Preferences section of your account settings. This affects how compensation amounts are calculated for your tracked routes. If you have multiple subscriptions, you can set different ticket prices for each route if needed.
Can I track routes for different days of the week?
Yes! When setting up a route subscription, you can specify which days of the week you travel. For example, if you only commute Monday to Friday, you can set your working days accordingly. We'll only check for delays on the days you've specified, making the monitoring more accurate and relevant to your travel patterns.
What if my route isn't found?
If you can't find your station or route, try using the station's 3-letter CRS code (e.g., "LON" for London). You can also try alternative station names or nearby stations. If you're still having trouble, the route might not be available in the National Rail system, or there may be a data issue. Please contact support and we'll help you find a solution.
Operator Rules
Different operators have different thresholds for when you can claim. Most use "Delay Repay 15" (DR15), but some still use "Delay Repay 30" (DR30).
| Operator | Scheme | 15-29 Mins | 30-59 Mins | 60-119 Mins | 120+ Mins |
|---|---|---|---|---|---|
| Avanti West Coast | DR15 | 25% | 50% | 100% | 100% |
| c2c | DR15 | 25% | 50% | 100% | 100% |
| Chiltern Railways | DR15 | 25% | 50% | 100% | 100% |
| East Midlands Railway | DR15 | 25% | 50% | 100% | 100% |
| Govia Thameslink (GTR) | DR15 | 25% | 50% | 100% | 100% |
| Greater Anglia | DR15 | 25% | 50% | 100% | 100% |
| Great Western Railway (GWR) | DR15 | 25% | 50% | 100% | 100% |
| Northern | DR15 | 25% | 50% | 100% | 100% |
| Southeastern | DR15 | 25% | 50% | 100% | 100% |
| South Western Railway | DR15 | 25% | 50% | 100% | 100% |
| TransPennine Express | DR15 | 25% | 50% | 100% | 100% |
| Transport for Wales | DR15 | 25% | 50% | 100% | 100% |
| West Midlands Trains | DR15 | 25% | 50% | 100% | 100% |
| CrossCountry | DR30 | - | 50% | 100% | 100% |
| LNER | DR30 | - | 50% | 100% | 100% |
| ScotRail | DR30 | - | 50% | 100% | 100% |