Refunds & replacements

Find out how to apply for refunds and get a replacement Oyster card or photocard if it's lost, stolen or not working.

Our services are compliant with the Consumer Rights Act 2015 and we aim to put things right when they go wrong.

In addition to the refunds we make automatically to customers who forget, or are unable, to touch in and out correctly, we have a range of methods for you to get compensation for a delayed journey. You can apply for a refund online if you are delayed for 15 minutes or more on Tube or DLR services, or 30 minutes or more on London Overground or TfL Rail services, if the delay is due to a reason within our control.

We will also always consider any other claims that you get in touch with us about.


Contact Customer Services

Phone detailsPhone: 0343 222 1234

08:00-20:00, Monday to Sunday including public holidays (TfL call charges)

TfL Customer Services

Address details 4th Floor
14 Pier Walk
London SE10 0ES

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