Tube refunds

Tube refunds for delayed or cancelled journeys

To claim a refund, fill in the Customer Charter form below.

When we refund

If your train is delayed by more than 15 minutes, for reasons within our control. Please refer to the FAQ and Journey Planner for exact train journey time before making a claim.

How much we refund

We'll give you a voucher matching what you paid for the single delayed journey.

When we don't refund

• If the delay is beyond our control such as security alerts, third party action or bad weather
• For service changes advertised in advance

Getting your refund

• It normally takes 21 days to process a refund. If you haven’t heard from us after 21 days, contact Oyster Customer Service Centre
• You must claim within 14 days of the delay or you won't get a refund
• If you didn’t receive the amount you were expecting, contact the Oyster Customer Service Centre

Note: All claims can be investigated and legal action can be taken against anyone making fraudulent claims. We are not legally obliged to make refunds when customers are delayed.

Unfortunately, Freedom Pass and other free travel pass-holders are not entitled to refunds.