Ticket refunds
We aim to treat all refund claims with fairness. All ticket refunds will be processed in line with the Nexus Ticket Terms and Conditions.
To request a refund complete this online form or call us on 0191 20 20 747 (lines are open Monday-Friday, 9.00am-5.00pm).
All ticket refund requests will considered on their own merit.
Ticket machine refunds
If you experience an issue with a ticket machine and need to claim a refund, please complete this online form or call us on 0191 20 20 747 (lines are open Monday-Friday, 9.00am-5.00pm).
Refunds due to delays
If you are delayed by more than 15 minutes than advertised, you can claim a refund. For a delay of more than 15 minutes or if you wait on a platform for more than 15 minutes longer than advertised we will give you back the ticket price of the single Metro journey that was delayed.* If you buy a ticket for a specific day and can’t use it due to train cancellations or service disruption we will refund the price you paid for the ticket.
* Excluding Gold Card holders, Magpie Mover holders, Wear on Our Way holders and when we advertise that your journey will take longer e.g. when using the Metro replacement bus service during planned modernisation work.
How to claim a refund for a delayed journey
We aim to treat all refund claims with fairness. Claims must be submitted within 28 days from the incident date. You will need to provide a copy of your ticket or Pop card with your claim.
We've made it easy to claim a refund, you can do this here.
The above does not affect your statutory rights including any rights you may have under the Consumer Rights Act 2015.
Google Pay- Close your journey
If you forget to touch in at the beginning of your journey or out at the end, you may be charged a maximum fare.
You can ask us to amend your journey data to reflect the journey travelled, simply complete this online form: Close your journey form.
You can only ask us to amend your journey data once each calendar, so please remember to touch in and out.