I bought a ticket on National Express website. There were 2 options - standard ticket for 10 pounds and "fully flexible" for 12. It was written that it was changeable AND refundable. I actually DID read the information about the fare - there was written again that it was totally refundable and no extra fees were mentioned. Then I found the same ticket for 5 pounds on the other website so I decided to refund this one. BUT! It turned out that there would be 5 pounds fee for that! And I can't do it online. Just by phone. I'm not a native speaker, talking to people by phone is pretty stressful and difficult for me. And anyway it won't be cheaper now. Online "help" is not helpful at all, they just quote the sentences from terms and conditions and don't respond to any further messages. I'll never use there service again.