Delay Repay Genie - Terms & Conditions

1. Terms & Conditions

This Agreement is between the user of Delay Repay Genie's application and Delay Repay Sniper Limited. Delay Repay Sniper Limited is a company registered in England under company number 08653481, at address Tracsis PLC, Nexus, Discovery Way, LS2 3AA.

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 Sniper Ltd (DRS) 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 a DRG subscriber.

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 is not covered?

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

DIY

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

DRG

  • £9.99 per month
  • Price Promise!
  • Easy registration
  • Monitor up to 20 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.

11. Compensation

All compensation is issued by the Operator and is paid out directly to you. The Operators aim to issue compensation within 20 working days. However, during busy periods, this may take a little longer. If you do not receive your compensation within 20 working days, you would need to contact the Operator directly to chase. This is not the responsibility of Delay Repay Genie.

For those that are subscribed to the DRG package, we use the information you have provided on your account to submit claims to the Operator on your behalf. If you do not choose a compensation payment method, we will select National Rail Vouchers or Cheque (depending on what the Operator offers).

If National Rail Vouchers are selected by default for you and you are unable to use them, we will not purchase any of these vouchers from you. We recommend visiting the preferences page to select how you would like to be paid when you first subscribe.

Operators may change their compensation payment options from time to time. We will be in touch with you when this happens. However, if we do not hear back from you we will choose the best option possible to ensure you do not miss out on any compensation.

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Compensation
For only a
Subscription
Delayed Instances
  1. What is the Delay Repay Scheme?

    Delay Repay is a Government initiative that means you can claim a refund for any journey delayed by a minimum of typically 30 minutes (some Operators will support 15 minutes - please check with your Operator if unsure). The value of the compensation is based on the length of delay and the cost of the ticket.

  2. How do you use my data?

    For full details of our Privacy Policy, please view the Privacy and Cookie Policy or follow the link in the footer of any DRG webpage.

  3. What trains does this application monitor?

    • We monitor and provide notifications for all mainline trains that you would normally be able to plan journeys for on the National Rail website. Unfortunately, we are unable to cover the London Underground. Some Operators, however, do not support the Delay Repay Scheme and so it is important to check your Operators policy prior to subscribing to the DRG service.
    • There are currently some minor limitations that result in instances where we are unable to monitor trains, for example, we are unable to monitor trains where scheduled engineering work is active and a bus replacement service is provided. This is normally communicated in advance and as such you are given notice to make alternative arrangements and so Delay Repay will not normally apply.
    • Unfortunately, Great Western Railway (GWR) have different compensation rules in place for Monthly or longer ticket holders. The compensation is based on their passenger charter. If GWR fail to meet their passenger charter commitments for punctuality or train reliability over the last 12 months they will provide you with a 5% discount on the price of your season ticket renewal. They will provide you with a 10% discount if they do not achieve the passengers charter standards for both reliability and punctuality.

    Please check your Operator’s website for further information on their Terms and Conditions.

  4. How often will you email me?

    We will send you a daily notification email detailing the trains that experienced delays between your start and end stations. You can also select the 'no email' option and use the ‘Possible Claims’ area of the site to identify the trains that you were delayed on, or impacted by.

    Please view our Privacy and Cookie Policy Policy for further details on when we will email you as part of the subscribed for service.

  5. How is compensation calculated for season tickets?

    Each Operator has their own rules on how compensation is calculated.

    However as a guide, it is assumed that you will travel twice each working day (outbound and return journey) and therefore, divide the cost of your ticket by the number of working days then multiply by 2.<>

    For Example:
    Weekly Ticket - 10 single journeys
    Monthly Ticket - 40 single journeys
    Annual Ticket - 464 single journeys

    The length of your delay will dictate how much compensation is issued. The longer you are delayed, the more you will potentially receive.

    For example:
    15-29 minute delay - 25% of a single journey
    30-59 minute delay - 50% of a single journey
    60-119 minute delay - 100% of a single journey
    120+ minute delay - 100% of a return journey

    These figures are to be used as an estimate only as each Operator will calculate compensation based on a case by case basis.

  6. Do you submit my claims for me?

    When subscribed to the DRG plan, we handle the claim submission for you.
    By subscribing to this plan, you give DRG the authority to submit claims on your behalf once you have confirmed you were impacted by the train you wish to claim for.
    We then use the data that you provide in the ‘Personal Details’ section in your account to submit each claim. We also require a copy of your ticket as we cannot submit your claims without this.

    If you travel with Southern or Thameslink Railway, we will require some additional information from you in order for us to submit your claims.

    Please visit the Preferences page to enter the additional information we need. This includes how you would like to receive your compensation.

  7. Can I claim for trains that are classed as a planned cancellation or engineering works?

    Any pre-advised cancellations/engineering works are not normally claimable and so are not made available to our users.

    Planned Cancellations are normally engineering works or bus replacement and are not normally claimable. Because of this, any trains showing with the cancellation reason, are not flagged to our users.

    We would therefore advise you to contact the Operator directly to submit a claim based on the journey(s) you experienced.

  1. What should I do if I was delayed?

    This depends on the level of subscription you have taken out.
    DIY:
    Depending on who Operated the service you were delayed on, you would need to submit your claim to the Operator. We send out daily notification emails which include a link that details the actual information of the train journey in question, i.e. which Operator provided it, the reason for the delay (where provided) and how long it was delayed for on its route etc. The page also includes links to the Operators online Delay Repay form if they have one, their downloadable form to print out and post as well as their customer services number to call if you have any questions.
    DRG:
    If you travel on an Operator that supports the Delay Repay Scheme then from either the notification email or the 'Possible Claims’ area you should identify the instance where you were delayed and click 'View Train', following the on screen instructions, making sure you supply the associated ticket to support your journey (spoiled if required) by your Operator.

  2. Do I need to submit my ticket?

    This depends on the level of subscription you have taken out.
    DIY:
    You would need to take a picture of the ticket you have used on your journey and upload this when submitting your claim on the Operators claim form. If you have a Single, Return or Day Travelcard, you would need to deface the ticket to prevent it from being used again or returned for a refund at the station.
    DRG:
    You would need to upload a copy of your ticket(s) to your DRG account. This can be done by visiting the tickets page in your account. We will then use the information you provide to submit your claim.

  3. Once my claim has been submitted, how will I receive my compensation?

    Compensation is always sent directly to you by the Operator via your chosen method. You can add or amend your compensation preference details under the preferences page in your account if you subscribe to the DRG plan. Please note that we will select National Rail Vouchers or Cheque (depending on what your Operator offers) as a default. If this is not suitable, please visit the Preferences page in your account to select an alternative method.

  4. Do you take any commission?

    We do not take any commission on the amount of the compensation you receive. Thanks to our subscribers, we are able to operate our service with monthly subscription fees only.

  5. What if I receive my compensation by a method I did not choose?

    If you receive your compensation in a different method to what you have selected in your preferences page, we would suggest that you contact the Operator directly regarding this as we can only submit using the information you have provided in your DRG account. Please note, that if you do not provide the relevant information for your chosen method, i.e. selected BACS and have not provided your BACS details, we may select an alternative method so that you do not miss out on compensation.

  6. When will I receive my compensation?

    Compensation usually takes between 7-20 days to be issued, but we have known some Operators to take longer, due to their backlog of claims. Please do not chase DRG as we have no insight to the backlog Operators may be encountering. Please contact your Operator in the first instance as beyond the submission of your claim, the dialogue is between you and the Operator - DRG will not chase on your behalf.

  7. What methods of compensation are available from the Train Operator?

    The Operators do NOT provide cash refunds, but they do offer a number of different methods for compensation including National Rail vouchers, Cheques, BACS, PayPal, Debit/Credit Card and a donation to the Operators chosen Charity. Please check with your Operator for the options they support.

  8. How long are National Rail Vouchers valid for?

    They are valid from 12 months from the date of issue, so even if you buy an annual ticket, you can still use them for your next one. Some Operators offer Cashable National Rail Vouchers, these are exchangeable for cash at any station. (The station must be controlled by the same Operator that issued the vouchers to you.)

  9. How long do I have to submit a claim?

    You have 28 days from the date of the journey. Any claims that are submitted for delays after this period will be rejected by the Train Operator.

  10. I have not received any communication from the Operator, what should I do?

    The first thing to do is to ensure you are receiving the confirmation email that most Train Operators send when they receive a claim submitted by you directly or us. Please note this is not an email from DRG saying we have submitted it, it will come from the Train Operator and normally contain a summary of the details submitted, including a claim reference. The Operators have 20 working days to assess each claim and get back to you with a decision, should this be an acceptance or a rejection. If it has been longer than 20 working days, we would recommend you contact the Operator to chase your compensation.

  1. My journey involves a change, can I use your service?

    We typically monitor direct trains between 2 stations, but we understand that some people get connecting trains. To allow for this, you would need to set up an additional route for each leg of your journey. If the number of routes allowed on your account needs to be increased, please contact our Customer Services team on [email protected]

  2. Once registered, how long before you start monitoring my journeys?

    Your Free Trial account will be populated with the last 28 days of historical claimable trains shortly after registration. We are unable to provide data any older than this as claims must be submitted within 28 days of the delay. If you are subscribing to one of our paid plans after your Free Trial, the data will only load from the point you subscribe.

  3. Why do I need to validate my email address?

    We use email as our primary form of communication and without validating it is a true email address, we are not able to send you the daily notifications emails. We have to confirm that the email address provided has been used by an authorised individual and that the ‘owner’ of that email address intended to use it for the purposes of subscribing to the application.

  4. I have registered, but not received my validation email, what do I do?

    It may be that the email is in your spam or junk folder. We use reputable email services to send out our emails, but occasionally it does still happen depending on your settings. To resolve this please ensure that @delayrepaygenie.com is added as a “whitelisted” domain in your email account and then go to the register/login link and enter your login details. You will be given the opportunity to have the validation email resent to your address at this time. If you are still experiencing an issue, please contact our Customer Services Team.

  5. I have just registered and the last 28 days of data has not populated in my account?

    If there has been a break between your Free Trial and the start of a paid subscription the data will have stopped when the Free Trial expired and missing data will not auto-populate when you subscribe as the DIY and DRG plans are ‘pay in advance’. Upon subscribing, your account becomes active again and the data starts to flow from that point onwards, but the historical data is out of scope, as it has not been paid for.

  1. How do I change my routes that you monitor?

    You can change or amend a route using the ‘Edit’ function in the ‘Routes’ page once you are logged into your account. You can also suspend, edit, add or remove any of your routes.

  2. How do I upload a ticket to my account?

    You can upload your ticket via the 'My Tickets' page in your DRG account. Most people take a photo with their phone and upload it when they first purchase their ticket. Please make sure that the image you are uploading is clear, a jpeg, pdf or png format and does not exceed 1MB.

    When entering the ticket references of your ticket, please note that the ticket number is the 5 digit number and ticket reference is 12 digits.

  3. How do I request a claim?

    DIY users can click on the ‘View Train’ button for the journey you have been impacted by, and use the link provided to submit your claim directly to the Operator. You can use all of the information about the train on this page to submit your claim. You will then be asked if you would like to record your manual claim, so you can keep track of the journeys you have claimed for. This will be the same for Free Trial users.

    For DRG subscribers, click on the ‘View Train’ button in the ‘Possible Claims’ area or in the daily email and confirm that you were impacted by that delay or cancelled train. The application will guide you through the simple process.

  4. How do I amend my personal details and change my password?

    If you need to amend your password or any of your personal details, such as your home address, email address, mobile number, etc, go to your ‘Personal Details’ in your Dashboard and amend the relevant details.

  5. How do I cancel my account?

    To cancel your account, please login to the site and go to 'My Account’, once here, click on the ‘Subscriptions' tab. This page includes a link to cancel your subscription which will mean a trip to PayPal to cancel the payment profile. Your account will cancel with immediate effect.

    If you pay for your subscription via standing order please cancel the standing order with your bank which will naturally cancel you DRS account when the next monthly payment is not received.

  6. How can I Refer a Friend?

    To refer a friend, please go to the ‘Refer a Friend’ page on your Dashboard and complete the form. You will be emailed a dedicated link which you can share with your friends. If they subscribe to a paid plan, we will refund you with their first months subscription fee.

  7. How do I change the compensation method for my Train Operator?

    You will need to log into your DRG account, go to the Preferences page, locate your Train Operator in the list and then choose/amend the compensation method you wish to receive. If you choose BACS, please remember to input the additional information and click on the ‘Update Details’ button.

  1. I do not have a PayPal account, is there a different way I can pay?

    For users who do not have a PayPal account, we can provide you with Standing Order details, so you can set up a regular monthly payment. Please contact Customer Services on [email protected] for the Standing Order bank details and instructions.

  2. My PayPal payment has failed, what do I do?

    On occasion, PayPal is not able to collect a payment. This is normally due to the card registered to the account having expired or there are insufficient funds in the account. Please ensure you have an appropriate funding source enabled and remove any old or inactive cards.
    After a failed payment, PayPal will automatically retry every 5 days, until they suspend the payment profile. We allow a 5 day ‘grace’ period to allow for this. We will also email you if your account is suspended, in which case you should contact PayPal to ask what the issue is and why they are not able to process the payment.

  1. What does my subscription include?

    FREE TRIAL:
    Monitor 1 Route
    Daily Email
    Easy Registration
    Submit your own claims
    Links to online claim forms
    Free for 30 Days

    DIY:
    Monitor 3 Routes
    Daily Email
    Easy Registration
    Submit your own claims
    Links to online claim forms

    DRG:
    Monitor up to 20 routes
    Price Promise
    Daily Email
    Easy Registration
    Click to Claim
    Choose how your compensation is paid

  2. How much does your service cost?

    Delay Repay Genie is available in 2 plans outside of the initial 1 month Free Trial period. The basic notification service (DIY) is £3.75 per month where you can monitor up to 3 routes, receive our daily notification email and you are responsible for submitting your claims. The managed service (DRG) is £9.99 per month and includes up to 20 routes, our daily notification email and we submit the claims as authorised by you, on your behalf, once you confirm which train you were delay on or impacted by. The DRG level is underpinned by the Price Promise.