CHEATS. Sent my unused and unmarked tickets back, and they replied with a scan showing new pen marks on the tickets (as if done onboard by a ticket inspector) claiming this showed they'd been used and that I was therefore not entitled to a refund. Told them I had photos on my phone showing them as unmarked when returned, and eventually they backed down and refunded me. Despite asking 3 times, they never explained why they marked the tickets after receiving them and tried to claim I'd used them. Postal address is in Edinburgh, but judging by the dodgy English, the names and email timings, the actual claims seem to be dealt with overseas somewhere. Top Tip; before returning unused/unmarked tickets, take date-stamped photos as proof, or they will try to claim you used them.