Refunds

 Is it possible to get a refund for a CAZ payment?

There are some circumstances where you may be able to obtain a refund for a CAZ payment.

This includes where you have paid in advance for a journey but then decided not to travel on that day or where you can demonstrate that you have been charged in error, for example where you have evidence that your vehicle is compliant.

What is the process for claiming a refund?

There are different ways to claim a refund, depending on the reason for your claim and the payment method you used to pay.

If you have paid in advance for a journey, by debit or credit card, but then decide you are not going to travel into the CAZ on the day you have paid for, you will need to apply for your refund before 6pm on the day before you intended to travel. You will receive a refund, minus £2.50 to cover administration costs. Apply for this type of refund here.

If you have paid in advance for a journey by direct debit from your account, but then decide you are not going to travel into the CAZ on the day you have paid for, you will need to apply for your refund before 6pm on the day before you intended to travel. You will receive a refund, minus £2.50 to cover administration costs. To apply for this type of refund please complete this refund request form.

If you believe you have paid the CAZ charge in error because your vehicle is actually compliant or exempt, you will need to request a refund within six months of the first payment. If the error is proved a refund will be given. No administration fee will be deducted in these circumstances. To request this type of refund please complete the online refund request form.

Can I get a refund if I have paid a charge without realising my vehicle is exempt?

Usually, the system won’t accept payments for exempt vehicles, however there are some exceptions, for example, if a vehicle has been retrofitted to make it CAZ compliant but the vehicle records still need to be updated.  In these cases, a refund would be payable and usually an administration fee would be charged.

You are advised to contact the national CAZ helpdesk on 0300 029 8888, Monday to Friday 8am to 7pm and Saturday 8am to 2pm.