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The Key refunds
Find out when and how you can apply for The Key refunds...
Please read each numbered explanation and follow the steps in the explanation that best relates to you.
- If today’s date is before the travel date on your ticket(s), you can process your own refund online. Simply log into your online account, select ‘manage my tickets/refunds’ and follow the steps to process your own refund.
- If today's date is the day of travel, or no more than 28 days after the expiry date of your ticket(s), and you haven't yet printed your ticket(s), you need to fill out one of our refund forms. Please include your order or booking reference number, when filling out the refund form. Please note, there will be a £5 admin fee.
- If today’s date is the day of travel, or no more than 28 days after the expiry date of your ticket(s), you can process your own refund online. Simply log into your online account, select ‘manage my tickets/refunds’ and follow the steps to process your own refund. Please note, there will be a £5 admin fee.
- If today’s date is more than 28 days after the expiry date of your ticket, you're not entitled to a refund.
If you have 3 days or more left on your Weekly Season Ticket, you can process your own refund online.
Simply log into your online account, select ‘manage my tickets/refunds’ and follow the steps to process your own refund. Your refund will be made in the same way you paid for your ticket. Please note, there will be a £5 admin fee.
If you have 7 days or more left on your Monthly Season Ticket, you can process your own refund online.
Simply log into your online account, select ‘manage my tickets/refunds’ and follow the steps to process your own refund. Your refund will be made in the same way you paid for your ticket. Please note, there will be a £5 admin fee.
If you have 7 weeks or more left on your Annual Season Ticket, you can process your own refund online.
Simply log into your online account, select ‘manage my tickets/refunds’ and follow the steps to process your own refund. Your refund will be made in the same way you paid for your ticket. Please note, there will be a £5 admin fee.
Please read each numbered explanation and follow the steps in the explanation that best relates to you.
- If today’s date is before the travel date on your ticket(s), please go back to your local Southeastern station to apply for a refund.
- If today’s date is the day of travel, or no more than 28 days after the travel date on your ticket(s), please go back to your local Southeastern station to apply for a refund. Please note, there will be a £5 admin fee.
- If today’s date is more than 28 days after the expiry date of your ticket, you are not entitled to a refund.
To check your station’s ticket office opening times, please visit our station information page.
If you have 3 days or more left on your Weekly Season Ticket, please go back to your local Southeastern station to apply for a refund. Please note, there will be a £5 admin fee.
To check your station’s ticket office opening times, please visit our station information page.
If you have 7 days or more left on your Monthly Season Ticket, please go back to your local Southeastern station to apply for a refund. Please note, there will be a £5 admin fee.
To check your station’s ticket office opening times, please visit our station information page.
If you have 7 weeks or more left on your Annual Season Ticket, please go back to your local Southeastern station to apply for a refund. Please note, there will be a £5 admin fee.
To check your station’s ticket office opening times, please visit our station information page.
Please apply for a refund using our online refund form.
Please note, if today’s date is the day of travel, or no more than 28 days after the travel date on your ticket(s), there will be a £5 admin fee.
If today’s date is more than 28 days after the expiry date of your ticket, you're not entitled to a refund.
If you have 3 days or more left on your Weekly Season Ticket, please apply for a refund using our online refund form. Please note, there will be a £5 admin fee.
If you have 7 days or more left on your Monthly Season Ticket, please apply for a refund using our online refund form. Please note, there will be a £5 admin fee.
On the first occasion, we’ll be happy to arrange a refund on the extra ticket. On the second occasion, within 12 months of the first, an administration fee of £5 will be charged.
Any further claims won’t be considered within a 12-month period.
Where possible, please purchase your additional ticket from Southeastern, and retain it. If the ticket was bought from a Southeastern ticket office, please apply for a refund there. Alternatively, you can apply for your refund by contacting Customer Services.
Any further claims won’t be considered within a 12-month period.
Where possible, please purchase your additional ticket from Southeastern, and retain it. If the ticket was bought from a Southeastern ticket office, please apply for a refund there. Alternatively, you can apply for your refund by contacting Customer Services.
Yes, a refund is calculated from the difference between the price you paid for the Flexi Season ticket and the cost of an Anytime return ticket for each day you have used. You must apply for a refund before the end of the 28 day validity period. There must be a minimum of one unused day pass left to refund and a £10 admin fee will apply.
Your Flexi Season ticket is only valid for 28 days. If you haven’t used all 8 day passes you may be entitled to a refund if you apply before the end of the 28 day validity period. There must be a minimum of one unused day pass left to refund and a £5 admin fee will apply.
If you were sick and couldn’t use your Flexi Season ticket you must apply for a refund before the end of the 28 day validity period. There must be a minimum of one unused day pass left to refund, and a £5 admin fee will apply. If you can provide evidence that you were not able to apply for a refund because of illness (such as a doctor’s note), we will still consider your refund application after the expiry date.
Only the person who purchased the tickets can submit a refund request. Log into your online account and click on ‘Manage my tickets / refund’. Select the tickets that you need to refund and follow the instructions. Please note that if you bought the tickets with a Group discount and are no longer travelling together, this will invalidate your ticket.
You will need to submit a refund request, which can be done through your online account, and then repurchase the ticket for the correct Key card. If you have any concerns, please contact Customer Services.
If you have a general questions about The Key, please visit our Key tickets FAQs.