Something wrong? Tell us.

If we got something wrong — your claim was filed incorrectly, Eurostar refused unfairly, our bot crashed, you didn't get a response — we want to know. We resolve almost everything within a week.

How to raise a complaint

Email hello@refund-app.example with the word complaintin the subject line, your booking reference, and a short description of what happened. We'll acknowledge within 1 business day and respond fully within 7 days.

What we'll do

• If our bot misfiled the claim, we'll rerun it at no cost.
• If Eurostar refused unfairly, we'll escalate to the UK Rail Ombudsman on your behalf.
• If we owe you anything (we don't hold your refund, but edge cases happen), we'll resolve it within 14 days.

If we can't resolve it

After 8 weeks of unresolved complaint, you have the right to escalate independently:

• Rail Ombudsman — for disputes about the underlying Eurostar claim. railombudsman.org
• Information Commissioner's Office (ICO) — for complaints about how we handled your data. ico.org.uk

We log every complaint, the response time, and the resolution. Aggregate stats will be published once we have meaningful volume.