How do I request a refund of my contactless payment?

You can request a refund in one of the following ways:

• Online: Complete your refund request using this webform
• By phone: Call the Snapper Customer Care team on 0800 555 245

What you’ll need to provide

To help us locate your journey, please have the following information ready:

• The last 4 digits of the bank card you used
• The date and time of the transaction
• Where you travelled from and to
• The amount charged

Online:

You can view these details in the Contactless Travel Portal. In the Cards section, you can see your linked payment cards, as well as your Cardholder ID. This is a unique alphanumeric code that our Customer Care team can also use to look up your transactions.

Refunds will be processed in line with Metlink’s Conditions of Carriage and Refund Policy.