Delay Repay Genie - Terms & Conditions

1. Terms & Conditions

This Agreement is between the user of Delay Repay Genie’s application and Delay Repay Genie Limited. Delay Repay Genie Limited is a company registered in England under company number 08653481, at address Leeds Innovation Centre, 103 Clarendon Road, Leeds, England, LS2 9DF.

Please read these Terms and Conditions and our Privacy Policy carefully as by using the site you confirm that you accept these terms and agree to abide by them.

These terms may change at any time and changes will be effective immediately upon posting. Please check this page from time to time. If you continue using the site you agree to the new terms.

2. Who are we?

Delay Repay Genie Ltd (DRG) is a wholly owned subsidiary of Tracsis plc and is a service that was developed with the sole intention of making it easier for UK rail commuters and passengers alike to claim compensation for delays and cancellations encountered on their journey.

The service provided by Delay Repay Genie is only the provision of information, what you do with that information is purely up to you. If you believe you are entitled to compensation because you intended to travel on a given train that was delayed or cancelled, then it is your responsibility to submit a claim with the relevant information (if you are subscribed to the 'DIY' service or within your Free Trial) or identify those trains to us by 'requesting auto claim' if you are an 'DRG' user.

3. How do we do this?

We do this by providing a daily email containing all the information needed to claim for compensation using data from a number of third party open data sources, and other data under licence. We do rely on third party data sources and as such you should always use the data to corroborate your own experience where a train was delayed or cancelled and only submit claims where you were impacted. DRG is not responsible for any errors or omissions within the data, we present the information as provided to us.

4. What we don't do?

After the submission of the claim the ongoing dialogue is between you the user, and the Operator. The Operator may contact you to acknowledge the claim and will contact you with the outcome of the claim. DRG will not engage with the Operator to chase compensation, query delays or reasons for rejection, this is your responsibility. We will not enter into any dialogue with the Operator on your behalf.

We do not condone fraudulent claims. We provide a data and admin service for the submission of valid claims where users were impacted by a delay or cancellation. It is your responsibility to only submit valid claims which you were impacted by. DRG provides a tool to facilitate the submission of claims and is not responsible for the outcome of any claims submitted. To assist our users we prevent the submission of more than 2 claims per day.

5. Our Plans

After a free trial, Users of DRG can subscribe to a DIY or DRG service plan. There is no minimum subscription term, Users pay monthly for the service and can unsubscribe or lapse at any point. At the point of claim submission, the relationship is between you and the Operator, DRG does not receive any payments in respect of compensation or commission.

Free Trial

  • 30 days duration
  • One route
  • Easy registration
  • Daily email
  • Links to claim forms
  • You submit your claims when delayed or impacted


  • £3.75 per month
  • Up to three routes
  • Easy registration
  • Daily email
  • Links to claim forms
  • You submit your claims when delayed or impacted


  • £9.99 per month
  • Price Promise!
  • Easy registration
  • Unlimited routes
  • Daily email
  • 1 click to confirm the train you were on

6. Subscriptions

The DIY and DRG plans are paid for by monthly subscription. Payments are made via PayPal or by bank transfer (standing order) and can be cancelled at any time.

DRG may change the subscription price from time to time and this will be communicated with you in advance advising the reason, the effective date and any actions that need to be taken. If you continue to use the service, then you will have accepted the new price. If you do not wish to continue using the service you must cancel before the new price takes effect.

7. Price Promise

The Price Promise applies only to the 'DRG' Plan. If you are a 'DRG' Plan subscriber we promise that should the compensation received not equal your subscription fee for a given month we will refund the difference. (NB You need to advise us should you believe a Price Promise refund is due as compensation is paid by the Operator directly to you and so we cannot automatically refund as we are not party to that transaction. Due to the certain backlogs in Operator processing we request you wait 8 weeks before applying for a refund as prior to this you may not know the value of your compensation received).

8. Cancellations

You can cancel at any time.

If you are a PayPal subscriber, then this cancellation will take effect immediately. Please contact customer services if you wish your account to run to the natural monthly expiry date.

If you pay by standing order, please cancel this with your bank and your DRG account will naturally expire when the payment is not received.

9. Limitation of our Liability

All of our data comes from third parties and as such we provide in good faith but cannot and do not warrant the completeness or the accuracy of the information. You should always use the data to corroborate your own experience when delayed or impacted by a cancelled train. You acknowledge that you use this site and the data contain and supplied: -

  • At your own risk.
  • You are responsible for your actions and that we are not liable for any actions taken based on the use of the data or the site.

We aim to deliver a service that is available, error and virus free however it is your responsibility to ensure that you have adequate security measures in place to protect your own information and physical assets. You should use your own virus protection software.

You must not misuse our site. You must not try to gain unauthorised access. Any such breach will be reported to the relevant authorities.

To the extent permitted by law, you agree and acknowledge that DRG will not be liable to any users for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise under no circumstances whatsoever will DRG be held liable to your or any other party for any direct or indirect or any type of damage, loss or injury from your use of our data or site.

Nothing in these terms and conditions exclude or limits our liability for death or personal injury arising from our negligence or any other liability that cannot be excluded or limited by English Law.

This does not affect your statutory consumer rights.

You agree to indemnify DRG from and against any claim, liability, cost or damage or loss we incur, including sensible legal fees as a result of any material that you post on social media or via other communications, any actions that you take which breach these terms and conditions.

10. Links and Third Party Websites

DRG is not responsible for the content of third party websites, you take full responsibility for accepting the terms and conditions of those third-party web sites. We recommend that you familiarise yourself with those terms and conditions and privacy policies to satisfy yourself that you agree to use as presented.

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