Frequently Asked Questions
Everything you need to know about claiming what you're owed.
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.
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% |