Terms of Service & Legal Disclaimer
Last updated: 4 October 2026
These Terms of Service ("Terms") govern your use of delayo.uk, operated by DEA Bookkeeping and Payroll Services (Sole Trader) ("Delayo.", "we", "us"). By using the Service you agree to these Terms. If you do not agree, please do not use the Service.
1. What Delayo. is (and is not)
Delayo. is an independent, automated document preparation and digital representation service. We help you prepare and dispatch a Delay Repay claim (including a Letter of Authority) to the relevant UK Train Operating Company ("TOC") for a flat fee of £2.00.
We are not National Rail, the Rail Delivery Group, or any TOC, and we are not a claims-management company regulated by the Financial Conduct Authority. We do not provide legal, financial or tax advice. Nothing on this site constitutes legal advice.
2. Letter of Authority / Authority to Act — what you are agreeing to
When you tick the consent checkbox and submit your claim, you are digitally signing a Letter of Authority that authorises Delayo. to act as your representative for the single, specific journey and claim described in your submission — solely to prepare and forward your Delay Repay claim documentation to the relevant TOC.
- Scope: the authority is limited to preparing and sending the claim documents for the journey you specified. It does not give us any authority over your bank account, your Stripe payment, or any other matter.
- You remain the claimant: the compensation, if approved, is assessed and paid by the TOC according to its own Delay Repay / Consumer Rights Act 2015 policies. We do not receive, hold or take a cut of your compensation — our only charge is the fixed £2.00 processing fee.
- Revocation: you may revoke this authority at any time by emailing dea.payroll@gmail.com and/or contacting the TOC directly to withdraw or continue the claim yourself. Revocation does not entitle you to a refund of the £2.00 fee once the documents have already been dispatched (see Section 4).
- No guarantee of outcome: submitting a Letter of Authority does not guarantee that your claim will be accepted. Final eligibility, evidence sufficiency and payout amount are determined solely by the TOC under its own Delay Repay scheme and the Consumer Rights Act 2015 / National Rail Conditions of Travel.
- Accuracy: you confirm that the journey details, ticket, and personal information you provide are true and accurate. Providing false information may result in your claim being rejected by the TOC and is your sole responsibility.
3. Eligibility & common reasons for rejection
- Claims must generally be submitted within 28 days of the travel date under most operators' Delay Repay rules.
- Most operators require a minimum delay of 15 minutes (some require 30 minutes) to qualify.
- Delays caused by pre-announced engineering works, or claims with illegible/insufficient ticket proof, are commonly declined by operators.
- Some operators may additionally require you to confirm payment details directly on their own portal before releasing funds.
These criteria are set and applied by each TOC, not by Delayo., and may change without notice.
4. Fees & refunds
The Service charges a fixed £2.00 fee for automated document preparation, verification and dispatch. Once your Letter of Authority and claim documents have been generated and dispatched to the TOC, the fee is fully earned for the service rendered and is non-refundable, regardless of whether the TOC ultimately approves or declines your claim. If a technical fault on our side prevents dispatch entirely, contact dea.payroll@gmail.com and we will investigate in good faith.
5. Your data
Personal data you provide is processed as described in our Privacy Policy, including AES-256 encryption of identifying details and automatic deletion of unpaid/abandoned claims.
6. Acceptable use
You agree not to submit fraudulent journey details, tamper with or forge ticket evidence, or attempt to abuse, overload or interfere with the Service (including automated scraping or excessive automated requests).
7. Limitation of liability
To the fullest extent permitted by law, Delayo. and DEA Bookkeeping and Payroll Services (Sole Trader) are not liable for: decisions made by any TOC regarding your claim; indirect or consequential losses; or delays/failures caused by third-party services (Stripe, Resend, OpenAI, National Rail systems) outside our reasonable control. Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under English law.
8. Governing law
These Terms are governed by the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any mandatory consumer protections available in your place of residence.
9. Changes to these Terms
We may update these Terms from time to time; continued use of the Service after changes take effect constitutes acceptance of the updated Terms.
10. Contact
Questions about these Terms: dea.payroll@gmail.com.
This page is provided for transparency and general information and does not constitute legal advice. If you require terms tailored and signed off for regulatory purposes, please have them reviewed by a qualified UK solicitor.