Who is responsible
DelayScout is the independent service operating at delayscout.com and is the controller of the personal information described here. Use our contact form for privacy questions or rights requests.
What we collect
- Account details: email address, full name, mobile number and postal address.
- Claim details: journey, ticket, declaration, train operator correspondence, status and payment preference.
- Season-card details: named passenger, route, usual train times, travel days, validity, ticket details and reusable evidence.
- Ticket files and information extracted from them.
- Limited security information such as a one-way network identifier, sign-in records and service logs.
Why we use it
We use this information to create and secure your account, assess and prepare Delay Repay claims, act on your authority, send service notifications, prevent misuse, answer messages and arrange onward payment. The principal legal bases are taking steps at your request and performing our agreement with you; legitimate interests in securing and improving the service; and legal obligations where they apply. We do not use claim details for marketing.
Who receives it
Information is shared only where needed with the relevant train operator, infrastructure and email providers, and payment or gift-card providers. AWS hosts the service in its EU (Ireland) region. Historical running information comes from Rail Data Marketplace services. We do not sell personal information.
How long we keep it
- Unused uploaded draft tickets: up to 30 days.
- Submitted claim and season-card ticket evidence: up to 400 days.
- Tickets emailed only for an evidence check: up to 90 days.
- Magic links: 15 minutes; account sessions: up to 365 days, rolling when used.
- Contact messages: up to two years; operational logs: 30 days.
- Core account, season-card schedule, declaration and claim records may be kept for up to six years after the final claim where needed for records, disputes or legal obligations, then deleted or anonymised.
Your rights
Depending on the circumstances, you may ask for access, correction, deletion, restriction, portability or object to processing. You can also complain to the UK Information Commissioner’s Office. Use the contact form and choose “Privacy request”. We may need to verify your identity.
Automation and security
Journey matching can suggest eligibility, but a train operator makes the compensation decision. We use encryption, private storage, short-lived single-use links and restricted database access. Please never send passwords or full bank details through the contact form.
Last updated: 25 August 2026.