Refund Request Frequently Asked Questions (FAQs)

💸 Refunds & Ticket Issues – FAQ

Welcome! Here’s what you need to know about refunds and ticket problems for Uber Boat by Thames Clippers.

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1. When refunds are not available

Scenario	Notes
Couldn’t board due to full boat	Refunds are not provided.
App tickets unused	App tickets cannot be refunded, but are valid for 90 days from purchase.
Penalty tickets (wrong ticket type)	Non-refundable. Contact staff before boarding if an error occurred.
Partial journeys from return tickets	Partial refunds are not available.
Oyster / Contactless overcharge	Refunds cannot be processed by Thames Clippers. Contact TfL:  • TfL Refunds & Replacements  • Phone: [phone]  • TfL Contactless Portal

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2. When refunds may be available

Scenario	Action
Service delayed over 40 minutes	Request a refund via our contact form.
Service cancelled before or during your journey	Request a refund via contact form.
Service departed slightly early (up to 30 seconds)	Contact us via contact form.
Journey cancelled due to high tide	Complete the contact form for review.
Duplicate tickets or double payment on the app	Contact our team via contact form.
Tickets missing in Uber App or Thames Clippers Tickets App	Contact our team via contact form.

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3. Online ticket refund rules

• Requests ≥72 hours before travel: Refunds may be granted.

• Requests <72 hours before travel: Refunds are not available, but you can change your travel date.

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4. How to request a refund

1. Go to our contact form.

2. Fill in the required details and submit your request.

3. Our team will review and respond to your query.

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5. Still have questions?

If your situation isn’t covered above, send us a message via the contact form. We’ll be happy to assist!