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CommuterClub

Help | CommuterClub

Contact us

If you are having difficulties finding a solution to a problem, please don't hesitate to contact us.

We offer live customer support during UK business hours (Monday to Friday from 9am to 5pm).

Telephone: 0203 476 5002

Summary Terms & Conditions

We aim to keep our product really simple. Have a look at a summary of our Terms and Conditions below which lay out the most important terms in our agreement.

Download terms & conditions
If you are still not sure about CommuterClub or want to ask about our payment plan, drop us a line and our customer services team would be delighted to help.

Most Frequent Questions

How can CommuterClub help me?

Annual tickets can save you hundreds of pounds - but they cost a lot to pay for in one go. We help you spread the big price of the ticket into affordable monthly Direct Debits. You still keep most of the the savings but you can now pay in manageable and convenient instalments that fit the monthly pay check.

Best of all, we don't require lock-ins, so if ever you change your mind, you can cancel anytime without penalty.

What are the savings for a UK commuter?

Annual tickets are priced at a big discount costing the equivalent of 40x 7-Day or 10.4x Monthly tickets for a full year of travel.

We charge interest of 5.6% on the cost of an Annual, allowing you to spread the price into 11 payments each at the same cost as a Monthly ticket, which means you receive one month totally free. You also lock in fares for the next 12 months, keeping current prices even after the rail operators raise prices in January.

In addition, you receive lots of extra free benefits like a Gold Card, giving you 1/3rd off rail travel in the South East and exclusive deals with our partners.

What does it cost?

Our pricing is really simple. We charge interest of 5.6% on the cost of an Annual ticket equivelant to an APR of 10.6%. Including this you make 11 instalments each at the same cost as a Monthly ticket.

We do not levy any additional fees or charges on payments as long as payments are on time.

Why do Direct Debit payments come from RateSetter?

CommuterClub tickets are funded by RateSetter who set up the direct debit with your bank account. Therefore you will see RateSetter on your statements for your 10 monthly direct debit payments.

The first payment will show as CommuterClub.

My ticket has not arrived - what should I do?

We do everything we can to make sure you receive your ticket in time and offer complementary delivery via Courier or Royal Mail Signed For / Next Day for your peace of mind. If your ticket has not arrived, the first step is to check with Royal Mail or your courier. You will find a Royal Mail tracking number or courier telephone number on your Order Dispatch email which typically arrives 3-4 days before the ticket start date. Due to the high value of rail tickets they need to be signed for. Please make sure that someone is available to sign for your ticket at the address provided (or is able to collect from the post office), as we cannot compensate for delays caused by not being at home!

If you think your ticket is lost in the post, please get in touch as soon as possible. If your ticket is lost, we can order a replacement at any time from its start date onwards,but you will only be eligible for interim travel compensation (i) after your ticket start date, and (ii) from the date we are notified of the loss (at which point we will order you a replacement).

In the interim, so you are not out of pocket, purchase a National Rail 7-Day Travelcard from your local station. Once you receive your new annual ticket please go back to your local station with the ticket and your interim National Rail 7-Day Travelcard (and proof of purchase!) within 7 days of receiving the new ticket. As you are an annual season ticket holder you are eligible for a refund of interim travel under the National Rail Conditions of Carriage.

Contactless or PAYG credit cannot be reimbursed in any circumstances, so please be careful to ensure your interim travel is eligible to avoid disappointment.

How can I save when you charge interest?

We have kept our interest rate low at just 5.6%, and including this you still save, getting the equivalent of 1 month of free travel compared to buying Monthlies - and even more compared to 7-Day tickets or PAYG!

In addition, you receive lots of extra benefits for free like a Gold Card, giving you 1/3rd off rail travel in the South East, and exclusive deals with our partners.

Can I really cancel anytime?

Yes! That's the best part, you don't lose any flexibility and you are never left paying for a ticket you no longer need. To cancel all you need to do is send your ticket back to us. A cancellation is like an early repayment of your loan as we receive a refund from TfL for the unusued portion of the ticket which pays off the outstanding balance in full (your payment plan is designed to ensure you never have a balance outstanding). We never add extra charges and since interest only accrues up to the last day the card is used, you only pay for what you use.

Will everyone save money?

Most commuters will save money, but not everyone. Part-time workers may not benefit from an Annual ticket (and we can't wait for the train companies to introduce the part-time ticket) and CommuterClub is probably not for those who can afford to pay the full cost upfront, or have access to an interest-free ticket loan from their employer. That said we bring you lots of additional benefits through our partner discounts and offers that more than pay for our interest and many of our customers find CommuterClub an easier and more convenient way to buy an ticket.

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Getting Started

How do I join?

Joining is quick and easy. Create an account on our website, provide basic details about you and your regular commute, and then choose your preferred ticket start date. We undertake a soft credit check that will not affect your credit score.

Once we have confirmed your order, we will normally collect your first payment around 5 working days before the ticket start date, and the ticket issuer will send out the new ticket by recorded delivery.

When can my ticket start?

You can choose a start date anywhere from 28 days from your order date up to 3 months in the future. Remember we normally take payment around 5 working days before the ticket start date, so we will not charge you until then even if you order today.

How long will it take to receive my new ticket?

We aim to deliver your Annual ticket 1-2 days before your start date. We pay for all delivery charges but please make sure that someone is available to sign for your ticket at the address provided (or is able to collect from the post office), as we cannot compensate for delays caused by not being at home!

Can students join with an 18+ discount?

Yes, as long as you satisfy the following criteria CommuterClub can help students with 18+ ticket photocards:

  • You are over 18
  • You are a student with a valid 18+ student ticket photocardcard (Please see TfL's guidelines on 18+ student ticket photocards)
  • You will be a student for the next 12 months and your 18+ ticket is valid for at least 1 year.

If you satisfy these criteria please get in touch with us and we can provide a quote for a discounted Annual ticket.

Once you have completed your application online please send us an email at info@commuterclub.co.uk and we will share instructions so you can pick up your ticket in person. Please note that student discounted tickets need to be collected in person.

Can I use my existing Oystercard?

Our offer always includes a brand new Oystercard with the Annual ticket pre-loaded. There is no additional fee for this. Unfortunately, we can only put your Annual ticket on a new Oystercard issued by us, and cannot add it to an existing ticket.

Can I transfer credit from my existing Oystercard?

Yes. Take both cards to your local TfL office and they will be able to transfer the amounts for you.

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Cancelling and Zone Changes

I want to cancel

Cancelling is as easy as signing up! Just give us a call on 0203 476 5002 with your account details so we can verify your identity, and our team can record your cancellation request. We'll send full instructions regarding the cancellation process immediately after the call. You will need to return the ticket to the address provided within 7 days of your cancellation request .

The cancellation is calculated from the day on which you call us to cancel - as long as we receive the ticket within 7 days. We aim to process your cancellation within 30 days of the ticket issuer receiving the ticket. As soon as we receive it we will cancel your Credit Agreement and calculate your cancellation settlement, which can result in either a refund or an amount outstanding.

Note that we are unable to proceed with cancelling your account until your ticket has been physically received and cancelled by the ticket issuer: your Credit Agreement will remain active until receipt has been confirmed by the ticket issuer and you will continue to be liable for the outstanding amount of the loan.

We STRONGLY recommend using Recorded or Special Delivery with proof of postage, as a lost ticket could delay your cancellation.

Still not sure how it works? See worked examples of real cancellations here

I want to change my ticket route

Even if you move house or change jobs, if you're still commuting then changing your route is always the best option for you - and also easy with CommuterClub!

Let us know what zones you would like and we will provide you with simple instructions on what to do next. You will need to return your ticket to the address provided so we can send you a new one.

In the interim, so you are not out of pocket, purchase a National Rail 7-Day Travelcard from your local station. Once you receive your new annual ticket please go back to your local station with the ticket and your interim National Rail 7-Day Travelcard (and proof of purchase!) within 7 days of receiving the new ticket. As you are an annual season ticket holder you are eligible for a refund of interim travel under the National Rail Conditions of Carriage.

Contactless or PAYG credit cannot be reimbursed in any circumstances, so please be careful to ensure your interim travel is eligible to avoid disappointment.

We will update your payment plan to reflect the new ticket and will send you a new schedule.

I have changed banks. Will this affect my repayments?

Your new bank should automatically transfer all Direct Debit mandates. You can check this has taken place at your dashboard or by getting in touch with our Customer Service team at customerservice@commuterclub.co.uk or 0203 476 5002.

How do repayments work for my new ticket?

If you're moving from a cheaper ticket to a more expensive ticket, your new repayment will always be higher than the cost of an equivalent monthly ticket. Why?

You can think of it this way: every month you pay towards your "free" 12th month, which is now for a more expensive ticket.

As such, we adjust your repayments to take into account the lower contributions from your original ticket.

The reverse is also true: if you moved onto a cheaper ticket, your repayments will now be less than the equivalent monthly.

In any case, we'll send you our full calculations so you can see how we arrived at your new repayment amount and we can assure you that a changeover is always the best value for money versus cancelling.

There are no fees to change your commuting route. You'll still unlock the savings of an Annual and still receive a free month. Once we confirm the new ticket, we look at the pro-rated cost of your old and new Annual tickets (put simply: the daily cost of your Annual tickets) and calculate the new payment plan. We keep things really simple and transparent. Our fee is always 5.6% on the Annual costs and this is included in the monthly payments.

How do I update my new address details?

It's easy to update your address details! Either use your dashboard or by getting in touch with our Customer Service team at EMAIL or PHONE.

Can I access my journey history on TfL?

You can ask for a journey history at any TfL ticket machine or kiosk. If you would like to view your journey history online please contact us at customerservice@commuterclub.co.uk

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Lost, Stolen and Faulty Tickets

I've lost my ticket - what should I do?

Please get in touch with us on 0203 476 5002 or email us at customerservice@commuterclub.co.uk. We will ask the ticket issuer to report your card lost or stolen so no one else can use it.

There is a £11.65 replacement fee per National Rail policy (and our terms & conditions) that we will need to collect in order to process your replacement request.

In the interim, so you are not out of pocket, purchase a National Rail 7-Day Travelcard from your local station. Once you receive your new annual ticket please go back to your local station with the ticket and your interim National Rail 7-Day Travelcard (and proof of purchase!) within 7 days of receiving the new ticket. As you are an annual season ticket holder you are eligible for a refund of interim travel under the National Rail Conditions of Carriage.

Contactless or PAYG credit cannot be reimbursed in any circumstances, so please be careful to ensure your interim travel is eligible to avoid disappointment.

PLEASE NOTE TfL will only replace TWO Oystercard season tickets in a 12 month period so please be careful! If your card is lost or stolen for a third time we cannot guarantee you will receive a replacement ticket. You are still liable for the outstanding balance of your loan whether or not TfL are prepared to send a third ticket.

National Rail paper tickets are subject to even more extensive restrictions around replacement due to their high value and risk of fraudulent use. Duplicate paper tickets may not always be refundable and the ticket issuer may request further evidence if you lose it. Additionally you may be required to attend an interview with the ticket issuer.

Why is there a replacement fee?

Ticket retailers are entitled to charge up to £20 for replacing season tickets - our ticket issuer charges £10 plus £1.65 for delivery. We pass on the replacement and delivery costs directly without adding any fees.

My ticket is faulty - what do I do?

Oystercards:

  1. Please ensure your season ticket is valid - you'll be unable to travel with your new Oystercard if you use it before its season ticket start-date unless you add PAYG credit.
  2. Check your Oystercard PAYG balance at any Oyster reader. If you travel outside of your ticket's Oyster fare zones, you will be charged an extension fare. The season ticket loaded onto your Oystercard will be blocked if its PAYG balance drops below £0. Top up and you'll be good to go!
  3. If your Oystercard is still not working, please contact us at customerservice@commuterclub.co.uk. We will request a new Oystercard for you. See below for more information.

Replacement Oystercards take around 7 days to be processed by TFL.There is no charge if the Oystercard has developed a genuine fault.To verify the fault, you will have to send in the faulty Oystercard to our ticketing partner. We will give you all the details you need when you contact us. Please note a £10 duplication fee applies if the fault cannot be verified.

In the interim, so you are not out of pocket, purchase a National Rail 7-Day Travelcard from your local station. Once you receive your new annual ticket please go back to your local station with the ticket and your interim National Rail 7-Day Travelcard (and proof of purchase!) within 7 days of receiving the new ticket. As you are an annual season ticket holder you are eligible for a refund of interim travel under the National Rail Conditions of Carriage.

Contactless or PAYG credit cannot be reimbursed in any circumstances, so please be careful to ensure your interim travel is eligible to avoid disappointment.

National Rail tickets:

Over time, we know that paper tickets can become faded or even demagnetized.

The replacement process is straightforward so please contact customerservice@commuterclub.co.uk and we'll send over a form authorising a replacement for you to use at your local station.

Please note that ticket offices are unable to process replacements without a form from CommuterClub.

You can present the form at any ticket office along the route of your season ticket and they'll replace your ticket on the spot, free of charge.

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Referrals

How can I share CommuterClub with friends?

CommuterClub is all about sharing and saving as a community. That is why we offer you the chance to save even more by sharing CommuterClub with friends and colleagues!

For every friend you refer who joins CommuterClub, they will receive £20 off their first payment and you will receive £20 straight in to your bank account.

Referring is easy. Once you join CommuterClub, you will receive your own unique referral code. Whenever a friend uses that link to successfully signup, you are credited with that referral.

The best thing is that the more you refer - the more credit you get! After three successful referrals you will get a bonus or £20, and after five successful referrals you will get a bonus or £50 - so all in all you could get up to £170!

How do I get paid?

Once your friend successfully signs up and completes two months with CommuterClub (60 days after their first payment) you will get paid the £20 straight into your back account on file.

We will send you an email letting you know of a successful referral and we will pay you within 14 working days.

Can I refer friends even if I am not a member?

Absolutely. As long as you register your email address with CommuterClub you will receive a unique url to share.

You can then share your code with friends or colleagues and if they successfully signup and complete two months with us, we will contact you by email to arrange payment.

What if my friend cancels?

If your friend cancels in their first 60 days they the discount they receive will be deducted from their refund and you will not receive your referral bonus.

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Credit Details

Am I taking out a loan?

Yes. CommuterClub is a lender Authorised and Regulated by the Financial Conduct Authority (Permission Number 723733) that provides credit solely for the purchase of Annual tickets. Like any loan you will need to sign a Credit Agreement with us before we can issue you with a loan for your ticket.

A CommuterClub loan is linked to the ticket refund value. This allows you to benefit from the savings of an Annual ticket while paying for it monthly at a low interest rate. Like all loans that are linked to a product, if you fail to make payment then as a last resort we can cancel your ticket and reclaim the remaining value. This could also negatively affect your credit score.

Do you perform a credit check when I apply?

When you apply for a loan with us, our partner RateSetter will perform a 'soft search' on your credit file. This is marked as a quotation on your file. It will be visible to you and other Lenders but will not affect your credit score.

If you complete your application with us, we will make a full credit search once you are approved which gets recorded on your credit file. If you maintain your payments over several months this can help strengthen your credit score.

How is your loan linked to a ticket?

This means that you as a consumer can get lower cost credit.

With CommuterClub, your loan is secured on the ticket. Therefore, in a very specific circumstance such as default the Credit Agreement gives us the right to cancel the ticket. This right is limited to default and of course we would not cancel your ticket if you are paying regularly.

By cancelling the ticket and requesting a refund for the remaining value we can use this to contribute to the outstanding loan balance, and minimise any further payment obligations. As with any loan, late payments could adversely affect your credit score. Of course, if ever you decide you do not want to continue with a CommuterClub loan, please get in touch with us promptly in order to initiate the cancellation process.

What is a secured loan?

When you take out a loan secured against a product like a mortgage or auto finance, this means that the loan is linked to an underlying good like a car or a house. This means that you as a consumer can get lower cost credit.

With CommuterClub, your loan is secured on the ticket. Therefore, in a very specific circumstance such as default the Credit Agreement gives us the right to cancel the ticket. This right is limited to default and of course we would not cancel your ticket if you are paying regularly.

By cancelling the ticket and requesting a refund for the remaining value we can use this to contribute to the outstanding loan balance, and minimise any further payment obligations. As with any loan, late payments could adversely affect your credit score. Of course, if ever you decide you do not want to continue with a CommuterClub loan, please get in touch with us promptly in order to initiate the cancellation process.

Is the Annual ticket issued in my name?

Yes, the ticket is issued in your name and can only be used by you.

I've missed a monthly Direct Debit. Will I pay a fee?

Your monthly Direct Debit should be paid automatically by your bank. However, if a payment is missed our first step will always be to try and get in touch with you and collect payment via the payment card on file, or reschedule for the next available Direct Debit. There will be no fees or penalties if you pay within four days of a missed payment.

If we cannot get in touch with you after four days, we will issue a default notice incurring a £15 processing fee. If the next day we still cannot get in touch with you then as a last resort we may have to suspend your ticket, incurring a £12 processing fee.

My ticket has been suspended. Can I reactivate it?

Yes. You will first need to pay any outstanding balance and/or fees. Once cleared, a new ticket will be issued and sent to you by the ticket issuer.

If your ticket has been suspended due to non-payment, you cannot be reimbursed for interim travel.

What are the risks of borrowing with CommuterClub?

The general risk of borrowing with us is the same as borrowing from any other loan provider. You will need to consider if the repayments are affordable for you on a monthly basis and the impact on your credit score from late payment.

However, unlike a normal loan, if ever you decide that you would like to stop your CommuterClub loan we will receive a refund from the ticket issuer for the unusued portion of the ticket which goes towards paying off the outstanding balance.

You can have peace of mind that even if your circumstances change a CommuterClub loan is a burden you can always cancel.

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CommuterClub Ltd. Rivington Place, London, EC2A 3BA, Authorised and regulated by the Financial Conduct Authority
License Number 723733. Registration details www.fca.org.uk Registered in England and Wales