How do I claim Delay Repay from EMR?

Use EMR's online Delay Repay portal at eastmidlandsrailway.co.uk/help-manage/manage/make-a-delay-repay-claim. You can claim if your journey arrived **15 minutes or more** late, or if an EMR delay made you miss a booked connection. You get **25%** of a single fare for 15 to 29 minutes, **50%** for 30 to 59 minutes and **100%** for 60+ minutes. Return and season tickets are worked out proportionally. EMR must **receive the claim within 28 days**. Payment options include BACS, card or PayPal.

What happens if I forget my EMR season ticket?

Buy a new ticket before you travel, then claim it back. You can do this **twice in 12 months**, and the second claim costs a **£10 admin fee**. Apply at the ticket office where you bought your season ticket. Bring the season ticket, your photocard and the replacement tickets. If you keep forgetting it, it may be worth getting a digital season ticket or smartcard.

How do I complain to East Midlands Railway?

Email **contact@eastmidlandsrailway.co.uk**, use webchat or the customer relations form, or call **03457 125 678**. The line is open 24/7, and option 3 is for feedback. You can also write to Freepost EMR Customer Service Centre. Station staff can help you fill in a complaints form too. Keep your complaint reference. If it's still unresolved after EMR's procedure, you can escalate to the Rail Ombudsman. Don't post bank details on social media. EMR says it will never ask for them there.

Why am I still being charged after cancelling East Midlands Railway?

Usually one of three things: the cancellation never completed (no written confirmation), the subscription bills through Apple or Google and must be cancelled there, or a minimum term is still running. Charges continuing after a confirmed cancellation can be disputed with your bank as a chargeback.

How do I delete my East Midlands Railway account?

Cancel the subscription first, then request account deletion in settings or by email. If there is no self-serve option, email a written erasure request citing the applicable data-protection law; most companies complete erasure within about 30 days.

How to Cancel East Midlands Railway.

Q: Does East Midlands Railway charge a cancellation fee?

Rolling monthly plans end at the period already paid for with nothing extra to pay. Fixed minimum-term plans can carry an early-exit charge until the term ends, check your signup terms for a minimum-term end date.

Here's the fastest way to cancel East Midlands Railway and what to expect.

Last verified today · data refreshes daily · sources: homepage, terms, terms, terms, terms

The fastest way

EMR tickets don't auto-renew, so cancelling means getting a refund. If you bought online or in the app, refund through My Account or 'My Tickets'. If that fails, email sales.support.eastmidlandsrailway@trainsfares.co.uk with the subject 'Refund request, booking ref [X]'. For season tickets, email seasons.emr@trainsfares.co.uk. There's a £5 admin fee, waived if your train was delayed or cancelled. EMR can't do refunds by phone. Allow up to 56 days.

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Every way to cancel East Midlands Railway

Post: Paper tickets that were posted to you or collected at a station go by post with a cover letter to EMR Refunds Department, PO Box 23972, Edinburgh, EH3 5DA (recorded delivery recommended). Station-bought tickets go back to the ticket office where you bought them, or the nearest EMR ticket office.. Send it tracked so you can prove delivery.
Email: Email contact@eastmidlandsrailway.co.uk with the template below, the route that creates a paper trail and carries the refund ask.

Timing matters: Ticket refunds: claim within 28 days of the ticket expiring. Delay Repay: EMR must receive it within 28 days of the delayed journey. Advance ticket changes must be made before the booked train leaves. EMR aims to process refunds within 56 days.

Cancelling a East Midlands Railway order by email

Email the verified address
contact@eastmidlandsrailway.co.uk, yoink-verified working email for East Midlands Railway (confirmed by tracked cancellations).
Use a precise subject
Subject: Cancellation Request, [your account email]

Send this template

Hi East Midlands Railway team,

I'd like to cancel my recent East Midlands Railway order (reference [order number], placed on [date]) under the account [your account email].

Please confirm the cancellation by reply and process the refund to my original payment method.

Best,
[your name]

Wait for confirmation
Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

East Midlands Railway plans you can cancel

Advance ticket
You can't refund it just because your plans changed. You can change it at staffed stations or online before the booked train. EMR charges a £10 admin fee plus any difference in fare.
Anytime / Off-Peak / Super Off-Peak
Return the unused ticket to wherever you bought it: My Account or the app for online bookings, the ticket office for station purchases, or by post for paper tickets that were mailed to you or collected at a station.
Season ticket (weekly / monthly / annual)
Return it to wherever you bought it. For season tickets bought online or on a smartcard, email seasons.emr@trainsfares.co.uk and give the date you surrendered the ticket. If you change a season ticket at a ticket office, EMR may refund pro rata with no admin fee in some cases.
Flexi Season
Unused passes can be refunded. EMR takes what you paid, minus an Anytime return for each day you travelled, minus an admin fee of up to £10.
Digital Pay As You Go (trial)
This is an app trial where you tap in and out between Leicester, Derby and Nottingham. There's nothing to cancel because you don't buy a ticket in advance.

What happens to what you’ve already paid

One-off train tickets (Anytime, Off-Peak) can be refunded if unused, minus a £5 admin fee. Claim within 28 days of the ticket expiring, from whoever sold you the ticket. Advance tickets can only be refunded if EMR delays or cancels your train. In that case you get the full amount back with no fee. Season tickets get a partial refund for the unused part, and Flexi Seasons are worked out per day travelled, minus a fee of up to £10. Delay Repay is separate: it's compensation for journeys you actually took that arrived 15+ minutes late, and you must claim within 28 days of the journey.

“If you don't use your train tickets, you can apply for a refund in most cases subject to a £5 admin charge. Advance tickets are non-refundable, unless your train has been delayed or cancelled.”
, East Midlands Railway terms

28-day cancellation windowPro-rata refund: yes

Asking specifically for money back, not just a cancellation? See the dedicated East Midlands Railway refund guide , same data, but framed around the policy + escalation paths.

Does East Midlands Railway charge a cancellation fee?

East Midlands Railway’s terms mention conditions worth checking before you cancel, see the plan notes and policy quote above for the specifics we found. In general: rolling monthly plans end at the period you’ve already paid for with nothing extra to pay, while minimum-term or contract plans can carry an early-exit charge until the term ends. If you signed up online within the last 14 days, the Consumer Contracts Regulations give you a cooling-off right to walk away, fee-free, for most digital subscriptions.

What doesn’t work for cancelling East Midlands Railway

Based on 7 sources, Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Calling to request a refund, EMR's refund page says refunds can't be processed over the phone. You have to use your online account, email, post or the ticket office.
✕ Asking EMR to refund a ticket bought on Trainline, the Northern app or another site, The refund has to come from whoever sold the ticket. EMR sends these claims back to that retailer.
✕ Asking for a change-of-mind refund on an Advance ticket, Advance tickets can't be refunded unless your train was delayed or cancelled. Changing the ticket costs a £10 admin fee.
✕ Claiming more than 28 days late, Refunds must be claimed within 28 days of the ticket expiring. Delay Repay must reach EMR within 28 days of the delayed journey.
✕ Claiming Delay Repay when your overall journey arrived less than 15 minutes late, Delay Repay is based on your whole journey. EMR has rejected claims where one leg was late but the passenger still arrived less than 15 minutes late.
✕ Using the standard Delay Repay form when a missed connection made an Advance ticket useless, A railforums user said the form had no comments box. Their claims were closed because neither train was cancelled, and EMR then refused the Advance refund.

Cancelled East Midlands Railway but still being charged?

Three common reasons, in order of likelihood:

The cancellation didn’t actually complete. If you never received a written confirmation from East Midlands Railway, treat it as not cancelled. Email contact@eastmidlandsrailway.co.uk referencing your original request date and ask for written confirmation plus a refund of any charge taken since.
You cancelled in the wrong place. Subscriptions started through the App Store or Google Play bill through Apple or Google, cancelling on East Midlands Railway’s site doesn’t touch them. Check Settings → Subscriptions on iPhone, or Play Store → Payments & subscriptions on Android.
Billing lag. A charge that was already in flight when you cancelled can still land a few days later. One trailing charge can be normal; two is not.

If they keep charging after a confirmed cancellation, that’s chargeback territory: dispute the charge with your bank citing “subscription cancelled, merchant continued billing”. The yoink app also flags this automatically, it keeps watching your inbox after a confirmed cancellation and alerts you if East Midlands Railway charges again.

How East Midlands Railway will try to keep you

East Midlands Railway may respond with a retention offer, a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

They’ll say: “Taking off the £5, £10 admin fee when your train was disrupted”
You say: My train was delayed or cancelled, so I decided not to travel. Under the National Rail Conditions of Travel and ORR guidance, I'm owed a full refund with no admin fee. Please refund the full amount, including on Advance tickets.
They’ll say: “Refusing an Advance refund because 'your train ran on time' after a connection was cancelled”
You say: The connection on my booked journey was cancelled, so the rest of my journey couldn't happen. Please treat this as a disrupted journey and refund the unused tickets in full. If this isn't resolved, I'll escalate through EMR's complaints process and then to the Rail Ombudsman.
They’ll say: “Slow processing (the terms allow up to 56 days for refunds)”
You say: I applied on [date] and my claim reference is [X]. Please confirm when the refund will be paid back to my original card. If you can't resolve it, please log this as a formal complaint under your Complaints Handling Procedure.
They’ll say: “Low first-contact resolution (PissedConsumer reports only 20% full resolution)”
You say: Please register this as a formal complaint and give me a reference number. I'm asking for a full written response under EMR's ORR-approved Complaints Handling Procedure.
They’ll say: “The Delay Repay form not working during major disruption”
You say: Your Delay Repay form wasn't working on [date]. I've attached screenshots. Please accept this claim by email, sent within the 28-day window.
They’ll say: “Asking for bank or phone details over social media”
You say: EMR's own guidance says not to share payment details on social media or WhatsApp. I'm sending this claim to contact@eastmidlandsrailway.co.uk instead.

Your rights when cancelling

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Consumer Contracts Regulations 2013
14-day cooling-off on new subscriptions.
You can terminate any continuous service contract within 14 days of starting it and recover any payment, no questions asked. Applies regardless of East Midlands Railway’s own policy.
Consumer Rights Act 2015
Services must be as described.
If East Midlands Railway’s service was misrepresented or didn’t deliver what was promised, you have a statutory right to remedy (repair, refund, or price reduction) regardless of their terms.

Worldwide

Card-issuer chargeback
Your bank can reverse the charge.
Visa, Mastercard, and Amex all run chargeback schemes, “goods/services not as described” or “subscription not cancelled” are valid reason codes everywhere they operate. Your bank handles the dispute; East Midlands Railway has ~45 days to defend.

Delete your East Midlands Railway account (not just cancel)

Cancelling stops the billing; deleting removes your account and personal data. Do them in that order, deleting an account with an active subscription can leave the billing running with no way to log in and stop it.

If there’s no delete option in East Midlands Railway’s account settings, email contact@eastmidlandsrailway.co.uk with the subject Account deletion request, [your account email] and ask for your account and personal data to be erased under UK GDPR (Article 17, the right to erasure). They’re typically required to act on it, most companies complete erasure within about 30 days, and you should ask for written confirmation when it’s done.

Common questions about cancelling East Midlands Railway

Season tickets don't auto-renew. Cancelling means **giving the ticket back for a refund on the unused part**. Return it to wherever you bought it. Station-bought tickets go back to the ticket office. For tickets bought online or on a smartcard, email **seasons.emr@trainsfares.co.uk** and include the date you surrendered it. Refunds follow the National Rail Conditions of Travel, not a simple daily split. Changing the ticket at a ticket office can sometimes get you a pro rata refund with no admin fee.

Money-back questions (windows, pro-rata, chargebacks) are covered in the East Midlands Railway refund guide. Need a human for something else entirely? The East Midlands Railway contact guide lists every channel that actually answers.