centres, or by visiting one of our ticket offices in person. You'll find details of these at the bottom of this document. Ticket Refunds Refunds of unused tickets are made through the original point of sale, provided the ticket you purchased is refundable. Therefore if you bought your ticket on eurostar.com and it is refundable, it will be refunded via eurostar.com. If you have already taken part of your ticketed journey and are requesting a refund as a result of a delay, the refund will need to be made by our Traveller Care Team. You'll see their contact details at the foot of this document. Such refunds will be made within one month. If, before you have left your departure station, it is reasonably expected that there will be a delay of more than 60 minutes on the Eurostar service, you will be entitled to either a full refund of your ticket, or you may wish to postpone your journey to a later date. To claim your refund or change your booking you simply need to contact our Traveller Care Team with details of your original ticket. CANCELLATIONS & DELAYS -- What happens if things go wrong At Eurostar we set ourselves high standards of train punctuality and make every effort to get you to your destination on time. Our service standards are: 82% of trains arrive within 5 minutes of their scheduled arrival time 92% of trains arrive within 15 minutes of their scheduled arrival time There are occasions,