Booked a ticket for my 15 year old son to get home from Birmingham to Aberystwyth, trains on that line were all cancelled due to issues on the line for the rest of the day, my son used the ticket to access the platform before we knew this issue had arisen. Looked on the trainline website & it said that the ticket purchased was non-refundable (hold on isn't that against the law?) Rang their call centre, the recorded automated message said that the number wasn't for refunds, I still waited & spoke to the rep, they said it was refundable & I would be refunded, it would take up to 14 days for the refund, so I patiently waited but eventually had no refund hit my bank account, so I rang them again & was told the refund had been cancelled due to the ticket being used, I explained it hadn't & was probably showing as used when he entered the platform (I had had no communication of the cancelled refund from them) they agreed with me & said another refund was going to be issued but I would have to wait another 10 days for it to be credited to my account. It's been about 8 days again now & over three weeks in total & I'm still waiting for my money. I will never use this company again, extremely poor service for a company I have used for many years up until this incident. DO NOT USE THESE IF YOU EXPECT A REFUND FOR CANCELLED TRAINS!