Amendments, refunds and reimbursements

Refunds

You can request a refund on monthly or annual charges either for the full amount or for any unused days in the future. You can only request a refund on a weekly charge on or before the charge start date.

We don't refund daily charges or charges for dates in the past.

To request a refund you will need the:

• Number plate (Vehicle Registration Mark)
• Receipt number and charge start date for the charge you want refunded

There is a £10 administration charge to process a refund whatever the amount.

Rather than request a low value refund, it may be better to amend the charge to another vehicle or date. We don't offer refunds on future daily charges but it is possible to amend them.

Reimbursements

Coronavirus update

The Mayor has temporarily extended the reimbursement schemes to also cover journeys made by:

• Staff and volunteers that work for NHS Trusts, charities and local authorities in roles responding to the coronavirus pandemic
• Care home employees that work in care homes within the Congestion Charge zone
• Patients being treated at an NHS hospital and at high or moderate risk from coronavirus

These organisations will tell you if you are eligible for reimbursement and will manage the claims process for you.

NHS trust staff

To get a refund you must:

1. Be using your vehicle to carry:

• Bulky, heavy or fragile equipment/supplies
• Patients' notes or other confidential material
• Controlled drugs
• Clinical waste, contaminated sharps, radioactive materials or non-medicinal poisons
• Prescription-only medicines, waste medicinal products
• Clinical specimens, body fluids, tissues or organs

or

2. Be responding to an emergency when on call. This includes locums and agency staff.

or

3. Work for an NHS trust and your journey must be responding to the coronavirus pandemic. Journeys to and from work, as well as for work, are included.

Care home employees

You can get a Congestion Charge refund from your care home employer if are providing services to a care home within the Congestion Charge zone. The care home must first be registered with us. Journeys to and from work, as well as for work, are included.

How to claim as an NHS staff or care home employee

You'll have to pay the full £15 Congestion Charge for your journey and reclaim the money from NHS trust or care home employer. We'll reimburse the NHS trust or care home employer. 

If you paid your charge using Auto Pay the daily charge will be credited to your account after you have submitted your claim to NHS trust or care home employer.

You can't:

• Apply directly to us
• Claim for Penalty Charge Notices

NHS patients

If you are clinically assessed as being at high or moderate risk from coronavirus or too ill to travel to an appointment on public transport, you may be eligible to claim back any Congestion Charges and/or Ultra Low Emission Zone (ULEZ) charges from your treating hospital. Your hospital will tell you if you are eligible.

 

Local authorities, charities and the voluntary sector

The Mayor has introduced a new reimbursement arrangement for local authority workers and charities operating in the zone who provide certain support or services in response to the pandemic.

These include:

• Deliveries to directly support the coronavirus response within the Congestion Charge zone
• Nursing or care services for people who are vulnerable or at risk of coronavirus

To make a claim, the organisation you work for must be a local authority within the Congestion Charge Zone, or be a recognised charity. You'll have to pay the full £15 Congestion Charge for your journey and reclaim the money from your organisation.

Charitable organisations with further queries can contact CharityCongestionRefunds@london.gov.uk.

Local Authorities should send any queries to LocalAuthorityRefunds@TfL.gov.uk.