WARNING: TrainPal's automated system refuses a refund for a cancelled train if you scanned a ticket to enter the station unless you can prove a negative that you did not catch a later train.
My train was cancelled which was documented by the TrainPal app. The bot refused a refund as my ticket was scanned at the gate even though I did not make the journey. The bot shifted the "burden of proof" onto myself to prove that I did not catch a later train. That is unreasonable as it requires proof of a negative. TrainPal's customer service was awful. They repeatedly stated 'Your message has been forwarded to our higher-tier team for further review. They will be in touch with you within 24 hours' and following no action stated 'the delay in response is due to a high volume of customer inquiries, our higher-team reply time is currently longer than usual'. Eventually after 12 days they refunded the massive fare of £1.45. Perhaps if they refunded small fares on cancelled trains automatically rather than distrust and inconvenience customers the volume of 'customer enquiries' would be less as would the reputational damage.