I purchased a Railcard through the Southeastern app and did not use it at all. On the same day of purchase, I realized it would not be useful for me and attempted to cancel it. However, there was no clear or accessible option in the app to do so.

Unfortunately, I did not manage to complete the cancellation at that time. Today, 23 days after the purchase, I tried again to cancel it through the website and was informed that there is a strict 14-day cancellation period.

This is a digital card that has never been used. I do not understand why it cannot be cancelled and refunded in these circumstances. The process to cancel was not straightforward, and the lack of clarity in the app contributed to this situation.

I am disappointed with the customer experience and the inflexibility shown in handling an unused digital product