eTicket Terms and Conditions

  1. eTickets are available for purchase through our website or app.
  2. eTickets sold through South Western Railway can only be stored in the ticket wallet on the SWR App.
  3. eTickets are available for both adult and child fares.
  4. Print at home and mTickets are not available, though can be used on our services when purchased through a third party.
  5. By purchasing an eTicket, you agree to allow the Guard onboard our services to inspect your ticket. This may require the Guard to handle your mobile phone.
  6. If you do not produce a valid eTicket when requested to do so, it will be considered that you are travelling without a valid ticket.
  7. It is your responsibility to ensure your mobile has enough batter power to display the ticket throughout your journey. If your phone runs out of battery during your journey, you may have to pay an additional fare or could be subject to a penalty fare.
  8. The eTicket must be stored on your mobile phone until the date and time of travel.
  9. You may incur data charges from your mobile network provider for downloading an eTicket. Your network provider will be able to confirm any charges made.
  10. Duplicate or replacements eTickets can be downloaded to an alternative device.
  11. Refunds can be requested on eTickets that are no longer required, the ticket must be downloaded to the app prior to requesting a refund.
  12. Journeys validated on an eTicket that are subject to a delay of 15 mins or more are entitled to claim under Delay Repay. Claims should be made via the website delayrepay.southwesternrailway.com or using the forms available at our staffed stations.
  13. Abandoned journey refunds are available on eTickets. You must return to your origin station using the eTicket to exit, then contact Customer Services to request a refund.
  14. eTickets are not valid on London Underground services.
  15. eTickets are non-transferable.
  16. If a ticket can not be read due to a cracked screen you will be required to purchase a new ticket to travel.