Booked tickets 2 months in advance. Plans for Christmas changed. Tried cancelling and getting refund on app. Had to call the call centre (option not available on app). Was told to send tickets (recorded delivery) and would be charged £10 admin fee. All good. Of £80 tickets received only £11 refund. Called to check and told only £11 of tickets refundable. Other parts of tickets non-refundable (apparently all clear in the Ts&Cs). If it had been clear I wouldn't have wasted £8 on recorded delivery sending tickets to receive an £11 refund on £80 ticket. All in, I got a £4 refund on my £80 tickets: 5% of what I paid. I feel cheated. Trainline have £76 of my earnings and I have nothing except a bad experience and listening to hours of hold music. Seems very wrong to me.