I bought a ticket before to London and couldn’t go. The ticket cost £15 so I requested a refund. They charged £10 admin!! Total rip off! More recently I bought a return ticket from my location to Gatwick Airport my trip was for 4 days returning minutes after my flight landed. Only to find out that there was a train strike. So I had to find alternative transport. I have just tried to get a fee free refund on the app and have seen once again will be charged the admin fee for a ticket that should be fully refunded as there was no service and it wasn’t my fault! I will be deleting this app after the small change refund has been issued. Better to just do business with the train companies you travel on they will refund you 100% of your money in cases of any disruption!! There’s also link after link that you tap on to find out how to get a refund for a cancelled train and there’s absolutely no answer. You just go around in circles tapping the links . Useless!