The service
DelayScout is independent of train operators. It uses ticket and running information to identify a possible Delay Repay claim, prepare evidence and, after you authorise us, submit or support the claim with the relevant operator. Season-card monitoring checks only the usual services and travel days you enter.
Your responsibilities
You must provide accurate information and a valid ticket, and only claim for a journey you took or genuinely intended to take. You must tell us about any refund, compensation or duplicate claim for the same journey. Do not use the service dishonestly or for another person without authority.
Estimates and operator decisions
Eligibility percentages and amounts shown are estimates. Ticket type, return or season-ticket rules and each operator’s scheme can change the outcome. The train operator makes the final decision and may ask for more information.
Authority and timing
Your declaration authorises DelayScout to prepare the listed claims, correspond with operators and receive compensation for onward payment. Once a complete basket, ticket, declaration and contact details are recorded, we aim to submit claims within 24 hours. Your account will distinguish a claim that is merely queued from one actually submitted.
Payment
There is currently no service fee. If you choose bank payment, secure bank details will be requested only when required after approval. If you choose an Amazon.co.uk Gift Card, approved amounts are held in your DelayScout balance until it reaches at least £10, then a gift card is sent to your verified email. Amazon is not affiliated with DelayScout and its gift-card terms also apply.
Availability and liability
We take reasonable care but cannot guarantee uninterrupted access, a successful claim or a particular payment time. Nothing in these terms excludes liability that cannot legally be excluded or affects your statutory consumer rights.
Ending authority and complaints
Use the contact form promptly if you want to withdraw a claim before submission, correct information or complain. A withdrawal may not be possible after an operator has received the claim.
Law
These terms are governed by the law of England and Wales. Courts with jurisdiction under consumer law may hear disputes.
Version dated 25 August 2026.