Terms & Conditions

Version 3.0 - Last updated 19 March 2026

Reeclaim Limited (trading as "Reeclaim"), company number 10636342, registered at Churchill House, Brent Street, London, England, NW4 4DJ ("Company", "we", "us", "our").

1. Definitions

In these Terms:

• "Account" means your registered account on the Reeclaim platform.
• "Claim" means a refund request submitted to TfL on your behalf for a delayed or incomplete journey.
• "Incomplete Journey" means a journey where a tap-in or tap-out was not registered, resulting in TfL applying a maximum fare.
• "Platform" means the Reeclaim web application and any associated services.
• "Subscription" means a paid plan (Basic or Pro) giving access to the Platform's features.
• "TfL" means Transport for London.
• "TfL Account" means your personal account at contactless.tfl.gov.uk.

2. Appointment and Authority

By creating an Account and providing your TfL credentials, you appoint Reeclaim as your agent and authorise us to:

• Access your TfL Account on your instruction to retrieve your journey history;
• Identify journeys that may be eligible for a refund due to delays or incomplete journeys;
• Submit refund claims to TfL on your behalf, only after you have reviewed and approved each claim;
• Check the status and results of previously submitted refund claims;
• Access other sections of your TfL Account that may be relevant to the services we provide, including but not limited to card information, Oyster card balances, payment history, and any other account data that may help us identify refund opportunities or improve our service to you.

Reeclaim is not endorsed by, affiliated with, or acting on behalf of TfL. We act solely on your instruction as your appointed agent. You may revoke this appointment at any time by cancelling your Account.

3. Creating an Account

You are responsible for ensuring all information provided during registration is accurate and up to date. You must be at least 18 years old to create an Account.

We reserve the right to refuse or terminate any Account at our discretion, including where we reasonably suspect misuse or fraudulent activity.

You are responsible for maintaining the confidentiality of your Account credentials and for all activity that occurs under your Account.

4. How the Service Works

Reeclaim is not an automated service. To use the Platform, you must:

1. Connect your TfL Account by providing your TfL login credentials. TfL requires two-factor authentication (SMS verification) each time your session expires.
2. Fetch your journeys by signing in and initiating a fetch. We can only check your journeys when you do this. Journey data is made available by TfL the day after travel.
3. Review and approve claims before we submit them. We identify potentially eligible journeys, but you must review and approve each claim before it is submitted to TfL.

We use reasonable care and skill in identifying eligible journeys, but we cannot guarantee that all eligible journeys will be detected, nor that all claims submitted will be accepted by TfL. The decision to approve or reject a claim rests solely with TfL.

5. Types of Claims

Delay Refunds

If your journey was delayed beyond TfL's minimum threshold (currently 15 minutes for London Underground and DLR, 30 minutes for London Overground and Elizabeth line), you may be eligible for a refund. Delay claims must be submitted within 28 days of the journey date.

Incomplete Journey Claims (Pro plan only)

If you failed to tap in or tap out, or the card reader did not register your touch, TfL may have charged you the maximum fare. We identify these overcharges and help you claim back the difference by providing TfL with the correct station information. Incomplete journey claims must be submitted within 56 days (8 weeks) of the journey date. TfL permits a maximum of 3 incomplete journey claims per calendar month.

No Guarantee of Refunds

Not every commuter will have claimable journeys. Whether you are eligible for refunds depends on factors including which routes you travel, how frequently you travel, and the level of service disruption during your journeys. We do not guarantee that any refunds will be detected or that your Subscription will result in refund claims being made. If no claimable journeys are detected within your first 14 days, you may request a full refund of your Subscription under our money-back guarantee (see Section 8).

6. Supported Payment Methods

Reeclaim currently supports journeys made with contactless bank cards only. Journeys made with Oyster cards are not supported and cannot be claimed through the Platform.

7. Subscription Plans and Payment

Access to the Platform requires a paid Subscription. We offer the following plans:

• Basic - delay detection and claim submission for 1 contactless card.
• Pro - everything in Basic, plus incomplete journey detection and claims, commute monitoring, and support for up to 5 contactless cards. Commute monitoring requires sufficient journey data to have been collected before predictions and alerts can be provided. This feature becomes available gradually as your journey history builds up.

Subscriptions are billed monthly or annually, as selected at the time of purchase. All prices are in British Pounds (GBP) and include VAT where applicable.

Payment is processed securely by Stripe, our third-party payment provider. We do not store your payment card details on our servers.

Subscriptions automatically renew at the end of each billing period unless cancelled. You may cancel at any time through the Subscription page in your dashboard.

8. 14-Day Money-Back Guarantee

If we have not detected any claimable delays or overcharges on your Account within 14 days of your Subscription start date, and no claims have been submitted, you may request a full refund of your Subscription payment. This can be done from the Subscription page in your dashboard.

This guarantee does not apply if claimable journeys have been detected on your Account, even if you have not yet submitted them.

9. Cancellation

You may cancel your Subscription at any time through the Subscription page. Upon cancellation:

• You retain full access to all features until the end of your current billing period. No further payments will be taken.
• After your billing period ends, your Account, journey history, and past claims will remain accessible, but you will no longer be able to fetch new journeys or submit claims.

We may cancel or suspend your Account at any time if we reasonably believe you have breached these Terms, with or without prior notice.

10. Upgrading and Downgrading

You may change your plan at any time through the Subscription page:

• Upgrades take effect immediately. You will be charged a prorated amount for the remainder of your current billing period.
• Downgrades take effect at the end of your current billing period. You retain access to your current plan's features until then. No refund or credit is given for the difference in plan price.

11. Card Activation and Limits

Your plan determines how many contactless cards you can actively monitor:

• Basic - 1 active card.
• Pro - up to 5 active cards.

We fetch journey data for all cards linked to your TfL Account, but claims can only be submitted for your active cards. You may deactivate a card and activate a different one at any time, however once a card has been activated, it must remain active for at least 30 days before it can be deactivated. This prevents frequent switching between cards.

12. Your Responsibilities

• You must fetch your journeys regularly. We recommend at least once per week. Delay claims expire after 28 days and incomplete journey claims after 56 days.
• You are solely responsible for reviewing and approving claims before submission. We present potentially eligible journeys, but you must verify their accuracy.
• You are responsible for reporting any erroneous refunds to TfL. If TfL issues a refund for a journey that was not genuinely delayed or incomplete, you must notify TfL.
• If you change your TfL password, you will need to re-authenticate through the Platform to continue using the service.
• You must not use the Platform for any fraudulent, abusive, or unlawful purpose.

13. Refunds from TfL

Refunds for delayed journeys are issued by TfL, not by Reeclaim. Refunds are typically credited to the contactless card used for the journey within 5-10 working days of TfL's approval, though timescales may vary and are outside our control.

We do not take any commission or percentage of your refunds. The full refund amount goes directly to you.

14. Data Protection and Security

Your TfL login credentials are handled as follows:

• Your TfL password is encrypted on your device using AES-256 encryption and stored in your browser's local storage only. It is never stored on our servers in any form.
• Your TfL session cookies are stored in encrypted form in our database for the sole purpose of maintaining your TfL session between fetches.
• We access your TfL Account as described in Section 2 (Appointment and Authority), including retrieving journey data, submitting approved claims, checking claim results, and accessing other account information that may help us provide our services to you.

We take the security of your data seriously and implement appropriate technical measures to protect it. For full details, please refer to our Privacy Policy.

Your personal information (name, email, address) is used solely to provide the services described in these Terms. We do not sell or share your personal data with third parties for marketing purposes.

15. Limitation of Liability

Our total liability to you in connection with the services provided under these Terms shall not exceed the greater of (a) the total Subscription fees paid by you in the 12 months preceding the claim, or (b) £500.

We shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, or use.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

16. Disclaimer

The Platform is provided "as is" without warranties of any kind, express or implied. We do not guarantee that:

• The Platform will be available at all times or free from errors;
• All eligible journeys will be detected;
• All claims submitted will be accepted by TfL;
• Refunds will be processed within any specific timeframe.

We are not responsible for any changes to TfL's refund policies, claim thresholds, or technical systems that may affect the availability or outcome of claims.

17. Events Outside Our Control

We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: changes to TfL systems or policies, internet or network failures, acts of God, or government action.

If such an event continues for more than four weeks, either party may terminate the contract by giving written notice to the other.

18. Disputes and Complaints

If you have a complaint about our services, please contact us at info@reeclaim.co.uk. We aim to respond to all complaints within 28 days.

19. Changes to These Terms

We may update these Terms from time to time, including changes to Subscription pricing. If we make material changes, we will notify you by email or through the Platform at least 30 days before they take effect. Updated pricing will apply from your next billing cycle after the effective date. Your continued use of the Platform after such changes constitutes acceptance of the updated Terms. If you do not agree with the changes, you may cancel your Subscription before they take effect.

20. General

• These Terms represent the entire agreement between you and Reeclaim.
• If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions shall continue in full force and effect.
• Our failure to enforce any right or provision of these Terms shall not constitute a waiver of that right.
• We may transfer our rights and obligations under these Terms to another organisation, and we will notify you in writing if this happens.
• This contract is between you and us. No other person shall have any rights to enforce any of its terms.

21. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

If you live in Scotland, you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish or the English courts.

22. Contact Us

Reeclaim Limited
Churchill House, Brent Street
London, England, NW4 4DJ

Email: info@reeclaim.co.uk