FAQs
- How Can I make a claim?
- You can currently make a claim on our Website, iPhone App, Android App or Blackberry App. You need to register your account once after which you can make claims on the Tube, DLR or Overgorund.
- I have made a claim but it stays on the processing screen and doesn't move?
- In order for the form to submit you must have a working 3G or Wireless connection before you submit the claim. The mobile applications will allow you to prepare the claim offline. However, you can only submit it when you have an active 3G or WiFi connection.
- What platforms is the App available on?
- It is availiable on iPhone, Android and Blackberry
- How do I know if my refund has been submitted successfully?
- On submitting the form on the website you will get a confirmation screen saying that the claim was successfully submitted. You can also see the claim status from the 'Claim History' tab on your phone. For Tube and Overground claims you should receive a confirmation email from TFL. DLR does not send a confirmation email or reference number.
Tube Ticket Refund does not take any responsibility from when the form has been successfully submitted to TFL. You should expect to recieve an email from TFL confirming they have received your claim with your claim reference number after submitting your refund claim. All questions in relation to this claim must be raised to TFL directly. We cannot guarantee that TFL will send this email out on all occasions. We do not guarantee and have no involvement in the processing of the claim.
- I cannot seem to find your App on the App Store to download it?
- Please search on the app store for the app 'Tube Refund' and ensure that the logo matches that on our website. If you cannot find this, it could be due to us doing a software upgrade. Please send us an email at info@tubeticketrefund.co.uk and we will inform you as soon as it is back online.
- My refund was rejected by TFL?
- Tube Refund has no control on whether claims are approved or rejected by TFL. This is a matter you will need to discuss with TFL directly. However before you do please ensure that your claim information has met all the requirements to claim a refund. Please click here to see the Tube Refund Conditions from TFL.
- Do you store my data?
- Your data is securely stored on our server using encrypted SSL technology. This information is then used to pre-fill the TFL form so you only need to fill out the details of the delay. Please study our Privacy Policy to understand what we do with your data. We also confirm that we adhere to the Data Protection Act.
- I would like some technical support?
- We support our products fully. Please click on the Technical Support tab on our website and submit your query. A member of our technical team will reply as soon as possible.
- Can I advertise on the App?
- Yes, you can advertise on the Processing screen of the Applications. For more information visit www.rsvpoffers.com
- I want to change my Ticket Details?
- You can change your travel ticket details from the My Account section on our website or through the 'More' section on the mobile Apps.
- I would like to change my personal details?
- You can change your personal details from the My Account section on our website or through the 'More' section on the mobile Apps.
- Where do you store my data?
- All information you provide to us is stored on our secure servers. Any payment transactions will be encrypted using SSL technology. Where we have given you (or where you have chosen) a password which enables you to access certain parts of our Applications, you are responsible for keeping this password confidential. We ask you not to share a password with anyone.
- Why don't all Overground Stations show?
- National Rail stations and London Overground stations are not classifised as the same. Tube Refund submit your claim form to TFL for London Overground refunds and so we can only display the stations that TFL consider as London Overground stations. For a full list of stations visit https://www.tfl.gov.uk/tfl/tickets/refunds/overgroundrefund/default.asp