Trainpal refunded whole journey when only one leg was cancelled - correct?

[Cat Lechat]

I had a return trip London to Cardiff booked through TrainPal (don't judge me, I had a 10% off code from McDonald's monopoly and trains are expensive) over the weekend of Storm Bert, booked as two advance singles but one booking. I made the outward leg but ended up getting a lift back in someone's car, as all trains were cancelled on the day off my return leg and for a large part of the subsequent day (which is entirely understandable). I requested a refund for (I thought) the return leg but they seem to have refunded me for both tickets, which according to my reading of the fares rules isn't correct.

I'm hoping someone can help me with the below
1) Have they actually refunded me the correct amount? I can't actually find any record of what the individual tickets were, as Trainpal seems to just store the total booking cost, so I'm wondering if they just give the whole thing because they don't have that info
2) If no, what's the best way of informing them of this? I've had a few things with them recently (I've learned my lesson and won't be using them again) where I haven't found them particularly easy to deal with. I don't want them taking back the part of the refund that I am entitled to, so if anyone can give me guidance on exactly what info I need to give them, and any regs I should quote so that they process this correctly I would be grateful.

 

[30907]

In the circumstances I would simply make a donation to my favourite charity (and Gift Aid it!) - not worth chasing with the company.

 

[Cat Lechat]

In the circumstances I would simply make a donation to my favourite charity (and Gift Aid it!) - not worth chasing with the company.

Unfortunately I think my professional requirements for my job require me to at least try!

 

[Joe Paxton]

I had a return trip London to Cardiff booked through TrainPal (don't judge me, I had a 10% off code from McDonald's monopoly and trains are expensive) over the weekend of Storm Bert, booked as two advance singles but one booking. I made the outward leg but ended up getting a lift back in someone's car, as all trains were cancelled on the day off my return leg and for a large part of the subsequent day (which is entirely understandable). I requested a refund for (I thought) the return leg but they seem to have refunded me for both tickets, which according to my reading of the fares rules isn't correct.
[...]

What format were your tickets - paper/printed tickets, or e-tickets (barcode tickets)?

If they were in the e-ticket format, can you remember if your ticket from London to Cardiff was scanned at any point - i.e. at the ticket gates at Paddington, on the train by the guard or at the ticket gates after arrival at Cardiff?

 

[Cat Lechat]

They were paper tickets, as I had a bike reservation (which is incredibly annoying incidentally, since no-one checks the bike's ticket). The ticket was inspected and retained by the barriers on exit

 

[Joe Paxton]

They were paper tickets, as I had a bike reservation (which is incredibly annoying incidentally, since no-one checks the bike's ticket). The ticket was inspected and retained by the barriers on exit

In that case you're fine. If it was an e-ticket then there could potentially be repercussions from having had a ticket that had been scanned (and so used for travel) then being refunded - however there's no such audit trail for a paper ticket.

I can quite believe that Trainpal might erroneously refund both legs - I'm not familiar with their refund process, but one gets the feeling they're not the most competent retailer when it comes to GB rail ticketing!

I'd leave it at that, and perhaps use a different ticket retailer in the future.

(P.S. Understand your frustration about making the effort to make a cycle reservation, only for it never to be checked!)