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Reginald Rail Lines has updated its refund policy for passengers affected by delays and cancellations, aiming to make the claims process faster and less confusing. Tickets cancelled more than 24 hours before departure are eligible for a full refund to the original payment method, processed within five business days. Cancellations made within 24 hours of departure receive a 75% refund, reflecting a small administrative fee. If a train is cancelled or delayed by more than 60 minutes due to the company's own operational issues, passengers are entitled to a full refund regardless of how close to departure the cancellation occurs, or they may choose a free rebooking on the next available train. Refund requests can be submitted through the company's website, mobile app, or at any staffed station counter, and passengers no longer need to provide a printed ticket, since digital booking records are sufficient proof of purchase. Refunds for tickets bought through third-party travel agencies must still be requested through that agency rather than directly from Reginald Rail Lines. The company says the changes were made after customer surveys showed frustration with slow, paperwork-heavy refund processes.