During the strikes in July 2022 I was unable to return home as trains cancelled at Euston. I was eventually notified that partial refund approved would be credited within 5 days but still have not received credit. All customer service say repeatedly is they cannot do anything as i cannot provide a postal tracking number for return of tickets. It’s all a scheme to avoid paying out. If your plans change and you want to change date of ticket, despite them stating there is no charge up to 18.00 day before travel you cannot but have to buy new tickets and post manual tickets back for a refund less huge admin fee. Why is this necessary when everything else is electronic??? Never use them. There are other sites that don’t make these obscene charges.