Terms and Conditions
Please find below the Terms and Conditions relating to use of the Greater Anglia website and mobile app, in addition to those relating to the use of the trainline-managed booking system used at www.buytickets.greateranglia.co.uk, m.buytickets.greateranglia.co.uk and within the Greater Anglia mobile app.
Our website and mobile application Terms and Conditions
Please read the following in relation to www.greateranglia.co.uk and m.buytickets.greateranglia.co.uk/
This website is owned and operated by Greater Anglia whose registered office is at 2nd Floor St Andrew's House, 18-20 St Andrew Street, London, United Kingdom, EC4A 3AG. Greater Anglia is a company registered in England and Wales with company number 07861414.
For the purposes of these Terms and Conditions "We", "Our" and "Us" refers to Greater Angllia. Please review these Terms and Conditions carefully before using this website. Your use of this website indicates your agreement to be bound by these Terms and Conditions.
Web usage policy
We may serve third party advertising displays on this website. Such advertising does not represent an endorsement by Greater Anglia of either the products or services advertised, nor is it an endorsement of the company or organisation associated with those products or services.
We may also use the personal information you provide at the registration stage and your previous and current use of our website and others, including web logs and cookies, to provide you with advertising on our website carefully tailored specifically to you.
For more information on online behavioural advertising in the UK, about cookies, and about how to opt-out of receiving targeted advertising, please visit Your Online Choices.
All trademarks, copyright, database rights and other intellectual property rights in the materials on this website (as well as the organisation and layout of this website) together with the underlying software code are owned either directly by Us or by Our licensors. Without Our prior written permission, you may not copy, modify, alter, publish, broadcast, distribute, sell or transfer any material on this website or the underlying software code whether in whole or in part. However, the contents of this website may be downloaded, printed or copied for your personal non-commercial use.
You may only use this website in accordance with these Terms and Conditions and, in any event, for lawful and proper purposes which includes complying with all applicable laws, regulations and codes of practice within the UK or other jurisdiction from which you are accessing this website.
In particular, you agree that you will not:
- Post, transmit or disseminate any information on or via this website, which is or may be harmful, obscene, defamatory or otherwise illegal
- Use this website in a manner which causes or may cause an infringement of the rights of any other
- Use any software, routine or device to interfere or attempt to interfere electronically or manually with the operation or functionality of this website, including but not limited to uploading or making available files containing corrupt data or viruses via whatever means
- Deface, alter or interfere with the front end 'look and feel' of this website or the underlying software code
- Take any action that imposes an unreasonable or disproportionately large load on this website or related infrastructure
- Obtain or attempt to obtain unauthorised access, via whatever means, to any of Our networks
Without prejudice to any of Our other rights (whether at law or otherwise) We reserve the right to deny you access to this website where We believe (in Our absolute discretion) that you are in breach of any of these Terms and Conditions.
Changes to this website
We may make improvements or changes to the information, services, products and other materials on this website, or terminate this website, at any time without notice. We may also modify these Terms and Conditions at any time, and such modification shall be effective immediately upon posting of the modified Terms and Conditions on this website. Accordingly, your continued access or use of this website is deemed to be your acceptance of the modified Terms and Conditions.
Links to other websites
This website may include links to other internet sites. We do not endorse any such websites and We are not responsible for the information, material, products or services contained on or accessible through those websites. Your access and use of such websites remains solely at your own risk.
You may only link to this website with Our express written permission. We expressly reserve the right to withdraw Our consent at any time to a link which in Our sole opinion is inappropriate or controversial.
Limitation of liability
In no event will We be liable for any direct, indirect, special, punitive, exemplary or consequential losses or damages of whatsoever kind arising out of access to, or the use of this website or any information contained in it, including loss of profit and the like whether or not in the contemplation of the parties, whether based on breach of contract, tort (including negligence), product liability or otherwise, even if advised of the possibility of such damages.
Nothing in these Terms and Conditions shall exclude or limit Our liability for death or personal injury caused by negligence or for fraudulent misrepresentation.
Disclaimer of warranty
To the maximum extent permitted by law, we disclaim all implied warranties with regard to the information, services and materials contained on this website. All such information, services and materials are provided "as is" and "as available" without warranty of any kind.
You agree to indemnify, defend and hold Us harmless from any liability, loss, claim and expense (including reasonable legal fees) related to your breach of these Terms and Conditions.
National Rail Conditions of Travel
These Terms and Conditions contain all the terms of your agreement with Us relating to your use of this website. No other written or oral statement (including statements in any brochure or promotional literature published by Us) will be incorporated.
Greater Anglia makes no warranty whatsoever for the reliability, stability or any virus-free nature of any software being downloaded from this website, nor for the availability of the download sites where applicable.
All software products downloaded from any section of this website or via a link pointed to by this website are downloaded, installed, and used totally and entirely at the user's own risk.
Your use of this website, any downloaded material from it and the operation of these Terms and Conditions shall be governed by, construed and interpreted in accordance with the laws of England and Wales and you agree to submit to the non-exclusive jurisdiction of the English Courts. We reserve the right to bring proceedings in the Courts of the country of your residence.
Mobile Application usage policy
The Mobile Application is provided by Abellio East Anglia Limited on the terms set out in this Usage Policy. By using the Mobile Application, you agree to the terms and conditions set out below (the "terms"). If you do not agree with these terms, you must not use the Mobile Application. This Usage Policy supplements our Terms and Conditions.
If you do not comply, or if we reasonably suspect that you are not complying, with these terms, we may block your access (either temporarily or permanently) to the website or Mobile Application.
If you register your details for the Booking Service, we will send you your registered account details (including your password) on completion of the registration process.
The "Greater Anglia" logos and word marks are owned by us. Other product and company names featuring in the Mobile Application may be the trademarks of their respective owners.
All contents of the Mobile Application, including any software, are protected by copyright, database right and other intellectual property rights. Nothing contained in these terms shall be construed as conferring any licence or right to use any trade mark, design right or copyright of ours or of any other third party.
You may not reproduce the Mobile Application in any form unless we agree in writing in advance, except as necessary to use the Booking Service in accordance with these terms or to keep a record of a transaction between you and us. You may not create a hypertext link to the Mobile Application or "frame" or Mobile Application unless we agree in writing in advance. Use of any automated system or software to extract data from the Mobile Application (including screen scraping or account aggregation) is prohibited.
Limitation of liability
While we try to ensure that all content provided by us is correct at the time of publication, certain information is compiled and provided by third parties, and no responsibility is accepted by us or on our behalf for any errors, omissions or inaccurate content on the Mobile Application. If you believe that you have noticed an error, please write to us to let us know.
We take measures to keep the Mobile Application free from computer viruses and other malicious programs. However, we cannot accept responsibility for any computer viruses or other malicious programs which are transmitted to your computer as a result of your use of this website or a third party website, or which are transmitted to your mobile handset as a result of your use of the Mobile Application, unless this was due to our negligence or a breach of these terms by us. You acknowledge that it is your responsibility to implement sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the accuracy of data input and output.
We cannot guarantee the availability of the Mobile Application. As with any service over the Internet or mobile network there are factors over which we have no control, for which we cannot accept liability. You agree that we may take the Booking Service offline where we consider that this is necessary for routine or emergency maintenance without liability to you.
To the extent permitted by law, we exclude all representations and warranties (whether express or implied by law), including the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy. We do not guarantee the timeliness, completeness or performance of the website, Mobile Application or Booking Service or any of the content.
Nothing in these terms limits our liability for death or personal injury directly caused by us.
Functionality may differ between the different Booking Service channels and may also differ depending upon the device or customer using our Booking Service channels.
Our Mobile Application
Your use of the Mobile Application
We allow you the right to download, install and use the Mobile Application on your mobile handset to access the Booking Service in accordance with these terms and conditions.
You may not use the Mobile Application for any purpose other than to access the Booking Service. You do not and will not own the Mobile Application or any information that is provided to you through it or the Booking Service, but you may use these things in accordance with these terms and conditions.
The Mobile Application is provided to you free of charge and on an 'as is' basis. We have tried to make sure that it will work on each compatible Mobile Device, however, we do not promise that the Mobile Application will be suitable for your needs, or that it will work accurately or in a particular way. All implied promises or warranties related to the mobile application, and access to the booking service through it, are excluded.
Data charges and access
The Mobile Application requires a correctly configured and functional internet data connection, both for the initial installation, and for use.
Data charges may be charged to you by your network provider depending on your individual tariff. You are responsible for any such costs. Note that if you are using the Mobile Application on an overseas network, the cost of data usage may be considerably higher than when at home.
We are unable to provide any warranties as to the levels of connectivity you will receive via your Mobile Device. This may depend upon your tariff, your network provider or your corporate policy if you have a work-issued handset. We will not accept any responsibility for any connectivity issues you may experience.
Please contact your network provider or visit their website if you require assistance configuring a data connection for your Mobile Device.
Support and communications
While we have tried to get a broad coverage of Mobile Devices, our Mobile Application will not work on all Mobile Devices. Please refer to our website for details of the Mobile Devices which are able to download our Mobile Application. Download and operation success may depend on Mobile Device settings.
If you have any queries or problems with the Mobile Application, please look at our FAQs for answers to the most common questions we receive from users. If the FAQs do not assist, please contact us at: [email protected]. or 03333 110 006. (Please do not contact any distributor of the Mobile Application with a support request as they will not be able to assist you.)
We may send communications to you through the Mobile Application. These communications may include marketing material, technical and support information, and information on updates or changes. By using the Mobile Application, you agree to us providing you with such communications.
Please note that we may cease to operate and support the Mobile Application, or a particular version of it, at any time. If this happens, you will be unable to access the Booking Services through the Mobile Application (or the relevant version of it) and you may be unable to download or install fresh copies of the Mobile Application. Where we think that it is reasonable to do so, we also reserve the right to either require you to delete the Mobile Application, or to remotely deactivate the Mobile Application from your Mobile Device.
Updates and availability
From time to time, we may issue updates to the Mobile Application, in which case you may not be able to continue use of the version of the Mobile Application installed on your Mobile Device without downloading the relevant update. If we issue an update of the Mobile Application without disabling our earlier version installed on your Mobile Device, we nonetheless recommend that you download and install all updates issued. We cannot accept any liability for errors which become apparent in old versions of the Mobile Application.
We are able to suspend access to the Booking Service through the Mobile Application. We can do this for any reason but will usually only do so when carrying out maintenance on the Mobile Application or the systems supporting it.
You can use your Mobile Application to store details of your bookings, favourite journeys and payment card details. You should ensure that your Mobile Device is protected by a suitable PIN number or password so that if lost/stolen your stored details cannot be used or accessed.
Your mobile telephone supplier and manufacturer, airtime service providers (which for clarity includes telecommunications carriers) and any other retailer acting through an online store portal through which the Mobile Application is distributed, shall not be liable to you in any manner whatsoever in relation to Mobile Applications made available through their channel partners and associated service providers, including (without limitation) in relation to the sale, distribution or use thereof, or the performance or non-performance of the Mobile Application. Your mobile telephone manufacturer, airtime service providers and any such retailer shall be third party beneficiaries of these terms and conditions with you for the purposes of this provision.
Version August 2018.
Terms and Conditions relating to the online purchase of tickets
Please read the following in relation to www.buytickets.greateranglia.co.uk for the planning and booking of tickets on our website and m.buytickets.greateranglia.co.uk for the planning and booking of tickets on our mobile application. Customers using this website or mobile application are advised that those pages are prefixed by buytickets.greateranglia.co.uk
Our Booking Service is operated by our service provider Trainline.com Limited (with company number 07861414). When processing booking transactions, Trainline.com Limited accepts the booking as the agent for Greater Anglia and does not act for or on behalf of the customer. When you purchase a travel service or other travel-related purchase through our Booking Service Trainline.com Limited shall act as the merchant and take payment for the service or product.
Agreement between the customer and Greater Anglia
Our enquiry and booking service (the "Booking Service") is offered as a service to you, the customer, by us, Abellio East Anglia Limited (also referred to as "we", "our" and Greater Anglia, either via our call centre, our website at www.buytickets.greateranglia.co.uk (the "Website"), via our mobile application (the "Mobile Application"), via any third party channels, or any version thereof.
Supply of train tickets
Your train journey
The train operating companies with whom you book tickets through this Booking Service are responsible to you in respect of the provision of the train journey you have booked. All bookings made through the Booking Service are subject to the National Rail Conditions of Travel (explained below) and any specific restrictions imposed by the relevant train operating companies which vary by ticket type.
About Abellio East Anglia Limited
Abellio East Anglia Limited trading as Greater Anglia whose registered office is at 2nd Floor St Andrew's House, 18-20 St Andrew Street, London, United Kingdom, EC4A 3AG. Greater Anglia is a company registered in England and Wales with company number 07861414.
Abellio East Anglia Limited is registered with VAT number 323 3125 48, however, train tickets are currently zero rated for VAT and so VAT receipts are not routinely offered.
All customer queries should be dealt with via our customer services department. You can contact our Customer Services team by using the contact details supplied in the "help" link.
Greater Anglia is a trading name of Abellio East Anglia Limited.
Use of the Booking Service
Our Booking Service offers an impartial service selling tickets available around Great Britain representing all train operating companies.
The Booking Service is designed to provide you with travel information, to assist you in determining the availability of travel-related goods and services and to make travel reservations or other travel-related purchases. You agree that you will only use the travel information facilities of this Booking Service to find out information for yourself or for another person who intends to use or make use of this Booking Service to purchase travel services.
You confirm that you are at least 16 years old to become a registered user and/or use the Booking Service, and if you are 16 or 17 years old, you confirm that you have obtained your parent or guardian's consent to become a registered user and/or use the Booking Service. You confirm that you have authority to use the payment method or billing account details you provide for the purpose of settling any payments due for any purchase made through the Booking Service, or that you owe to us. If you are 16 or 17 years old and using a credit card for the purpose of settling any payments due for any purchase made through the Booking Service, or that you owe to us, you confirm you have obtained appropriate consent from the credit cardholder prior to using the credit card. You also promise that all information supplied by you in using the Booking Service is accurate and that you will not make any speculative, false or fraudulent reservation. You further promise that you will only use the travel services reservations facilities of the Booking Service to make reservations or purchases for yourself or for another person on whose behalf you are legally entitled to act.
By default this Booking Service provides details of trains and fares which represent the fastest published journey times on the date and at the times selected. In some cases there may be cheaper fares available on other operators' routes or at off-peak times, in which case we provide a link to search for these. We quote prices for, and are able to sell the vast majority of point-to-point train tickets. We shall not be obliged to sell tickets to or reserve a seat for, a person or persons who we have reason to believe may be intending to use it, or the proposed method of payment, fraudulently.
You acknowledge that you will be financially responsible for any bookings which are made through the Booking Service using your account details and for all reasonable and foreseeable losses which we suffer as a result of your breach of these terms or your negligence when using the Booking Service (including where you deliberately or negligently let others use your account).
You agree to use the Website and Mobile Application only for lawful purposes, and in a way that does not infringe the rights of, restrict or inhibit anyone else's use of the Booking Service. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, products or services obtained from this Website or Mobile Application.
If you register an account with us, your account is meant for your individual use only. You are responsible for maintaining the confidentiality of your password and account details, and are fully responsible for all activities that occur under your password or account (including where your account is used by another person), unless these activities arise due to our negligence or breach of these terms by us.
Where you are using our business account Booking Service, you confirm that you are doing so in the course of a business, trade, craft or profession only and are a corporate subscriber. Each organisation is responsible for the Administrator of its business account. Where a request is made for a change of Administrator by a member of an organisation, that organisation shall be fully responsible for such change request. Where an organisation has been referred to a business account by an individual, the organisation acknowledges and agrees that the individual may have been incentivised to make the referral.
We reserve the right to restrict or block access to the Booking Service. By proceeding with a purchase via the Booking Service, you represent that you are not currently subject to any economic, financial, territorial or sectoral sanctions, trade embargoes, individual asset freezes, or listed on any sanctions-related list of designated or blocked persons imposed, administered or enforced from time to time by the European Union and implemented by its Member States, the United Nations Security Council, Her Majesty's Treasury of the United Kingdom, the U.S. government, including those administered by the U.S. Treasury, Office of Foreign Assets Control, or any other relevant authorities with jurisdiction over you Greater Anglia from time to time that would prohibit you from using the Booking Service. You further represent that you are not purchasing any tickets via the Booking Service on behalf of, or for the benefit of, any person or entity listed on any sanctions-related list of designated or blocked persons or any person resident in, or entity organised under the laws of, a country or territory that is the subject of comprehensive sanctions.
National Rail Conditions of Travel
The National Rail Conditions of Travel (as updated from time to time) sets out the minimum level of service you are entitled to expect in relation to your train journey. They also set out your rights and responsibilities in respect of any train journeys made on the UK railway network, including the liability of the train companies in respect of loss caused by the delay and/or cancellation of any train, by any missed connection or by the closure of the railway as well as in respect of loss or damage to, and delay in the delivery of luggage and its contents. View the National Rail Conditions of Travel
Where the rights set out in the National Rail Conditions of Travel are extended or restricted by the train operating companies with whom you may book tickets through this Booking Service, details of these extensions or restrictions will be provided to you with your journey summary prior to purchase.
The National Rail Conditions of Travel entitle Customers to the same levels of compensation or refund entitlements regardless of where they purchase their ticket.
Fees and charges
There may be certain fees and charges payable on top of the ticket price in respect of purchases made via the Booking Service. If applicable, these will be identified during the booking process. Some of these fees are levied by the relevant train operating company which requires us to pass them on to you, the customer.
You will be responsible for all charges and taxes payable as a result of your use of this Booking Service, including any cost of accessing the Booking Service (for example, internet access charges or mobile data charges).
Issue of tickets
Some tickets have limited availability. Although we check availability before quoting the fares, we cannot guarantee the availability of such tickets until you confirm the details of your journey immediately prior to payment. However, we do not charge your credit card until your order has been processed. We take all reasonable measures to ensure that the times and fares quoted on our Booking Service are correct. However, despite our efforts, with the exception of Greater Anglia we cannot guarantee that all of the information on our Booking Service (including times and fares) is correct, as our source data is provided from a third-party rail information provider. Where we become aware of an error, we will take reasonable measures to rectify it. If you have purchased tickets which are subject to an error, we will refund these in full.
When we have confirmed your booking by email to your registered email address, we will fulfil your tickets to you using the fulfilment method you selected when you made your booking. While we endeavour to have tickets delivered in accordance with timescales supplied by our delivery agents, we cannot be responsible for any guaranteed delivery times.
Please check your tickets when you receive them. If you believe that the tickets we have sent you do not meet the information you provided at the time of booking through our Booking Service, please contact us. You must ensure that you are in possession of the tickets booked before you board the train. If you cannot produce a valid ticket for the class of accommodation and service that you are using, you will have to pay the appropriate fare on the train and a penalty fare may also be payable. We, the train operating company and the ticket inspector reserve the right to refuse to accept your ticket to the extent that it is unsatisfactorily displayed or to the extent that we or they have reason to suspect that a fraudulent use of booking confirmation, transfer to a different person, or other abuse or reproductions, copies or counterfeits of any ticket are in circulation.
When London International CIV tickets (for use in connection with a Continental or Eurostar ticket) ("CIV tickets") are purchased, they must be accompanied by a valid international travel ticket which must be presented for inspection on the domestic journey along with the CIV ticket. We will not be responsible for any extra costs charged to you by the train operating company where you are unable to provide evidence of a valid international travel ticket accompanied by the CIV ticket when requested by the train operating company staff.
Getting your tickets
We offer a range of methods to get your tickets. The particular options offered for your booking may differ depending on various factors, including ticket type, train operator, method of purchase and whether or not there is sufficient time to reliably post your tickets.
Normal post: We will dispatch tickets by normal post to the address you specify during the delivery process. You should ensure that the address provided is correct.
Next day delivery: We will dispatch tickets by Royal Mail Special Delivery to the address you specify during the delivery process. You should ensure that the address provided is correct. You will need to sign for the tickets upon delivery. Please note that due to Royal Mail restrictions it may take longer to deliver to remote locations. Please click here for more information on Royal Mail delivery times to remote locations.
Collecting tickets at the station: For many bookings we allow you to collect tickets from a range of stations. You must allow sufficient time to collect your tickets before boarding the train. You must have your ticket collection reference, and (unless stated otherwise) the credit/debit card used to make the purchase as identification. You should note any special collection instructions given during the booking process, for example the station opening hours.
If you are unable to collect your tickets (for example due to the ticket machine(s) being out of service) then you should contact the station staff for further assistance. If there are no staff at the station, you should board your booked train, and make yourself known to the on-train staff at the earliest possible opportunity.
Mobile tickets: For some bookings we allow you to travel with paperless tickets ("Mobile tickets") delivered to the Mobile Application installed on a mobile phone, tablet or similar device ("Mobile Device"). Mobile tickets are not available on all Mobile Device operating systems.
When booking such tickets via the Website or call centre, you must check that your Mobile Device is compatible with our tickets by following the instructions provided before purchase and that you have an up to date version of the Mobile Application.
It is your responsibility to ensure that you carry your Mobile Device on the relevant journey and that your Mobile Device is charged, functional, displaying the correct date and time and that you are able to display the ticket on your Mobile Device for inspection and scanning when you travel. Mobile tickets must be activated from within the Mobile Application before boarding the train in order to validate the Mobile ticket. The Mobile Device must be capable of running the Mobile Application and clearly presenting the Mobile ticket in a legible manner.
Due to the wide variety of Mobile Devices and networks we are unable to offer technical support or assistance. You may incur data usage charges from your mobile network provider for downloading a ticket. You should check with your network provider as to what charges may apply.
If tickets have been booked for more than one passenger, all passengers should travel together.
The ticket must be stored on your Mobile Device until the date and time of travel and such safekeeping shall be your responsibility. Mobile Tickets are non-transferable.
By purchasing a Mobile Ticket, you agree to cooperate with the train inspector and let him/her clearly view and scan the ticket on your Mobile Device and you acknowledge that you may be requested to hand over your Mobile Device voluntarily for inspection and scanning. If you do not produce your ticket or hand over your Mobile Device upon request by the train inspector, the train inspector shall be entitled to consider that you are travelling without a ticket.
Some train operating companies apply additional restrictions to the use of Mobile Tickets - you must note any additional restrictions notified during the booking process.
e-tickets: For some bookings we will allow you to use an e-ticket. Where you select an e-ticket we will email you your tickets and you will have the option to use the e-ticket in one or more of the following ways:
- Open the PDF attachment and show the ticket on your Mobile Device. If you are using this option then you must ensure that your Mobile Device can receive email and display a PDF attachment prior to purchase. It is your responsibility to ensure that you carry your Mobile Device on the relevant journey and that your Mobile Device is charged, functional and that you are able to display the ticket on your Mobile Device for inspection when you travel. You may incur data usage charges from your mobile network provider for downloading a ticket. You should check with your network provider as to what charges may apply. The ticket must be stored on your Mobile Device until the date and time of travel and such safekeeping shall be your responsibility. You agree to cooperate with the train inspector and let him/her clearly view and scan the ticket on your Mobile Device and you acknowledge that you may be requested to hand over your Mobile Device voluntarily for inspection and scanning. If you do not produce your ticket or hand over your Mobile Device upon request by the train inspector, the train inspector shall be entitled to consider that you are travelling without a ticket.
- Print the e-ticket.
- Download the e-ticket on the Mobile Application. If you are using this option then the terms relating to Mobile tickets set out above will apply to your use of the e-ticket.
You must ensure that you present your e-ticket for inspection and scanning in one of the ways described above.
An e-ticket can only be used by one customer for one valid journey. It is a criminal offence to amend and/or reproduce an e-ticket for fraudulent use. Where more than one customer presents the same e-ticket for travel, both may be deemed invalid for travel. You shall have full liability for any fraudulent use of your e-ticket. Greater Anglia shall have no liability for any fraudulent use of e-tickets.
Smartcard: For some bookings we allow your ticket to be delivered to your Smartcard.
If you are using an existing Smartcard you must ensure that you correctly enter your Smartcard reference number - we cannot amend this after payment has occurred.
You must carry your Smartcard with you when you travel.
You must ensure that you validate your Smartcard at the start and end of your journey by using either the stand alone validators or ticket barriers as applicable.
Some train companies apply additional restrictions to the use of Smartcards - you must note any additional restrictions notified during the booking process.
Changes, cancellations and refunds
Whether or not tickets can be amended and/or cancelled and refunded varies by the ticket type and is a feature of the ticket as determined by the train operating companies offering you the ticket. These terms and conditions are available during the booking process and we recommend you check these whilst booking your ticket to ensure you are buying a ticket which meets your requirements. These terms and conditions are also available in your account once you have made a booking.
Additional restrictions may apply to certain delivery methods and if applicable these will be notified during the booking process.
Where a ticket can be changed (for example most Advance tickets), you can change the travel date and time of travel by logging into your account. If you are changing your ticket with us, you must do this before your original train departs, and at least 2 hours before your new departure time. In addition to any difference in ticket cost, a change of journey standard charge will apply. We cannot change the stations you chose to travel between. If your original tickets have been issued, you will need to return these to us and they must be unused.
Where a ticket can be cancelled and refunded (for example most Anytime and Off-Peak tickets) you can cancel this online by logging into your account. Standard charges apply. Please note that where a refund is made, it shall be for the ticket price only, and any associated booking fees are non-refundable. If your tickets have been issued, you will need to return these to us and they must be unused.
Please note that you will be responsible for the cost of returning any tickets to us where this is required.
The level of fees for changes and refunds are generally determined by the train operating companies. The current fees are shown in the ticket terms and conditions available in the booking process.
We endeavour to process your request within 56 days of receipt of your application. If your refund is approved, we will process your payment back onto the card used to make the purchase (minus our £10 administration fee if applicable). It may take up to five working days for a credit to appear on your statement.
We shall not be obliged to change, cancel, replace or refund a ticket where we have reason to believe that it is being done so fraudulently.
If you have any questions about changing or cancelling your tickets online, or if you think that we have sent you a wrong ticket or have otherwise made an error in taking or processing your ticket booking, please contact us by telephoning 03457 125 678. In the event we agree that we have made an error in the booking, we shall issue a replacement ticket or otherwise address the error in our discretion as we consider appropriate given the circumstances.
Compensation and refunds for delayed or cancelled journeys
If the service on which you have booked to travel is cancelled or severely disrupted you may be entitled to compensation or a refund. If the train company allows us to issue this refund on their behalf, then we shall do so. If not, we will provide you with the contact details of the relevant train company and you will need to make a claim directly with the train company concerned. Unfortunately we are not permitted to issue compensation or refund tickets for cancelled/disrupted journeys unless the relevant train company gives us permission to do so.
For some services you may be given the opportunity to purchase vouchers to exchange for catering. Vouchers are not refundable. No change will be given from vouchers. Vouchers cannot be exchanged for cash. Vouchers can only be used on services operated by the designated train company. The number of vouchers that may be issued per transaction is not restricted. Vouchers may be purchased in conjunction with adult or child tickets bought online. Vouchers are valid for three months from the date of travel.
We will use reasonable care and skill to carry out the ticket retailing services contained in the Booking Service within a reasonable time, in accordance with these terms. We do not make any other promises and no other promises shall apply in respect of the information, products, and/or services contained on the Booking Service.
Please note that we are not responsible for any loss or damage which you suffer in relation to the provision of transport services under tickets purchased through the Booking Service (including any delays, cancellation or disruption to train services). The National Rail Conditions of Travel and any further terms and conditions imposed by the relevant train operating company will apply to any transport services provided to you in accordance with tickets booked through the Booking Service, and you should read such terms and conditions carefully.
Where you are an individual using the Booking Service for your own personal purposes and not in the course of a business, we will pay for all reasonable and foreseeable direct costs which you incur in relation to the provision of tickets by us, and which are directly caused as a result of our negligence or a breach of any of these terms by us and which you could not have avoided or reduced by taking reasonable steps. If we fail to deliver any tickets to you for any reason within our control within a reasonable time prior to your departure time, any reimbursement made by us of the costs of a replacement ticket or an alternative journey by train shall be no more than the cost of the nearest equivalent ticket purchased on the train or at the station.
We are not responsible for losses that result from, but are not directly caused by, any breach of these terms and conditions, or that are not reasonable or foreseeable by you and us (such as loss of profits or opportunity) even if we are made aware of the possibility of such losses. Our liability shall not, in any event, include losses related to any business of yours, such as lost data, lost profits or business interruption.
Where you are using this Booking Service in the course of a business, we will be liable for any reasonable and foreseeable direct costs you incur which are caused as a result of our negligence or a breach of these terms up to a limit of the value of the relevant ticket(s) purchased by you, which costs could not have been reduced or avoided by you taking reasonable steps. We will in no circumstances pay or be responsible for any loss of profit, loss of opportunity, loss of business, loss of revenue, wasted time, wasted costs, indirect, incidental, or consequential loss arising out of or in any way connected with the use of this Booking Service or with the delay or inability to use this Booking Service, or for any information, products, and services obtained through this Booking Service, or otherwise arising out of the use of this Booking Service.
Nothing in these terms limits our liability for death or personal injury directly caused by us.
All third party suppliers of products, services or content through which we link to from this Booking Service (which may include our selected partners such as providers of hotels, travel insurance companies and car hire companies) are independent entities and we are not responsible or liable for any wrongful act or omission on their part or for any of the content of their websites, including but not limited to any product liability claims.
We may change these terms from time to time. When we do so, we will publish the new version on the Website. Each new version will take effect from the time it is first published on the Website, and from then on will apply to you. However, any changes will not affect existing terms accepted by you when making a reservation or purchase through this Booking Service. When you use the Booking Service, we will ask you to confirm your acceptance to the most up-to-date version of these terms and conditions whenever you make a booking. If you do not agree to any changes we make to these terms and conditions, you must stop using the Booking Service.
These terms are intended by us to set out the whole agreement between us and you and any prior communications between us are not included in this agreement. We recommend that you read them carefully to protect your own interests. If you do not think they set out the whole agreement between us, please make sure you ask for any additional terms to be put in writing prior to making any transaction. In that way we can avoid any problems surrounding what you expect us to do. We cannot accept any liability for any reliance placed by you on any statement or representation on this Booking Service, whether made by us or a third party, except to the extent a statement or representation on this Booking Service is made negligently by us.
If any of these terms are found to be invalid by a court or at law then the remainder of these terms shall continue to apply to the extent that they still make sense without the unenforceable term(s).
The prices quoted on this Booking Service are in pounds sterling. If you choose to pay for your ticket using a foreign credit or debit card, you will be responsible for the exchange rate and you are advised that changes to your ticket or refunds may be affected by such exchange rate.
Neither you nor we intend any third party to be able to enforce any of these terms pursuant to the Contracts (Rights of Third Parties) Act 1999.
You and we agree that English law applies to these terms and conditions and that any dispute between us regarding the Booking Service or arising out of or in connection with these terms and conditions will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be brought before the courts there.