This web site and accompanying booking service (together, the "Web Site") are offered as a service to you, the customer, by us, Trainline.com Limited. By using this Web Site you agree to the terms and conditions set out below ("terms"). If you do not agree with these terms, you must not use this Web Site.
If you use this Web Site as a result of an agreement between your employer / firm and us (your "Employer’s Agreement") and these terms conflict with the terms of your Employer’s Agreement, the terms of your Employer’s Agreement will apply instead of these terms to the extent of the conflict. To the extent there is no conflict these terms will continue to apply.
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 you and us, please make sure you ask for these 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 Web Site, whether made by us or a third party, except to the extent a statement or representation on this Web Site is made negligently by us.
Trainline.com Limited is a company registered in England (with company registration number 3846791). Our registered office is at: The Matrix, 9 Aldgate High Street, London, EC3N 1AH.
You can contact our customer services department us by using the contact details supplied in the "contact us" tab.
thetrainline is a trading name of Trainline.com Limited.
Your privacy is important to us. We will only use the information that we collect about you lawfully, in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2003 ("data protection laws"). You confirm that you will only enter information about yourself and that such information is true.
The details which you provide about yourself and any other information which identifies you ("Personal Information") are held on our computer systems. These details are used for operational purposes, for example producing the tickets or processing payments, and to personalise your shopping experience by using your purchases and browsing activity to make recommendations to you about products and services that we think may be of interest to you.
We only retain your credit card or billing account details to process the specific payment transaction for which you supplied them, unless you ask us to keep these details for future purchases which you may make through us. Personal Information and payment details may be used by our computer system to determine automatically the appropriate way to deliver your order.
We may pass your Personal Information and payment details to third party service providers (including service providers outside of the European Economic Area) for the purpose of processing a booking, reservation, hotel or travel insurance product. These service providers may include,
for example, the train companies with which you will be travelling, hotel operators and travel insurance companies and other third party service providers of the relevant products that you purchase through this Web Site. They will only have access to the Personal Information needed to perform the relevant service and may not use your Personal Information for any other purpose. They will also be required to use your Personal Information strictly in accordance with data protection laws.
We may also pass your Personal Information to your employer if you are purchasing your ticket as a result of your Employer’s Agreement or to any person who takes over our business to use your Personal Information on the same basis as we do, and to legal or regulatory authorities where we are lawfully requested or required to do so.
We may use your Personal Information to contact you (including by phone, fax, e–mail and SMS) about new features, services, products and special offers which we, the train operating companies with whom you have booked a ticket via this Web Site or our selected partners may offer. If you do not wish to receive this information you may choose not to do so by clicking where indicated on the member registration page or by telephoning our customer services department and informing a representative of this. If you initially wish to receive such material but you change your mind later, you may tell us by using the "update your personal details" page, sending us an email to salessupport@thetrainline.com, or informing a customer services representative.
We may use your Personal Information where necessary to defend or establish our legal rights or where otherwise required by law or binding regulation.
We may, in appropriate cases, voluntarily pass Personal Information to the Police and similar organisations such as law enforcement agencies (including fraud prevention and detection), other governmental agencies or third parties.
Our Web Site uses cookies. Cookies are small pieces of information that are transferred to and stored by your browser on your computer. They allow us to provide features such as special offers, and allow you to store items in your shopping basket between visits.
The use of cookies is common in the computer industry. We use cookies in three ways:
(a) per–session cookie – these are used while you are logged on to the Web Site to help us monitor traffic through the Web Site and do not store any personal information;
(b) auto logon cookie – this stores some personal information in order to allow you to log on automatically; and
(c) "looker" cookie – this stores historic data about your visits to our Web Site and allows us to personalise your shopping experience and make recommendations to you about products and services that we think may be of interest to you.
Our website uses
Google Analytics, a web analytics service provided
by Google, Inc. (“Google”). Google Analytics
uses “cookies”, which are text files placed
on your computer, to help the website analyze how users
use the site. The information generated by the cookie
about your use of the website (including your IP address)
will be transmitted to and stored by Google on servers
in the United States . Google will use this information
for the purpose of evaluating your use of the website,
compiling reports on website activity for website operators
and providing other services relating to website activity
and internet usage. Google may also transfer this information
to third parties where required to do so by law, or
where such third parties process the information on
Google's behalf. Google will not associate your IP
address with any other data held by Google. You may
refuse the use of cookies by selecting the appropriate
settings on your browser, however please note that
if you do this you may not be able to use the full
functionality of our website. By using our website,
you consent to the processing of data about you by
Google in the manner and for the purposes set out above.
We work with a third party (Unanimis) to serve ads
on our Web Site. These ads may contain cookies.
This policy only covers the use of cookies by us
and does not cover the use of cookies by any advertisers.
We do not have control, nor access to the information
contained in its advertisers' cookies. To contact
Unanimis about how they manage personal information
in conjunction with serving ads on this Web Site
go to www.unanimis.co.uk/php/contact.php.
With most web browsers it is possible to configure
your Internet browser so that it can refuse new
cookies, prompt you to accept a cookie or disable
cookies altogether. How you do this will depend
on the Internet browser you use (for example Internet
Explorer, Netscape etc). Be advised that, by refusing
to accept our cookies our Web Site will not operate
correctly. For further details on cookies we recommend
that you visit www.allaboutcookies.org.
If you have a dispute regarding the use and storage
of your Personal Information by us or you have
any comments or questions on our privacy policy
please contact us by e–mail at privacy@thetrainline.com.
If you would like details of the Personal Information
we store about you, please write to:
You may only use this Web Site on a personal basis in accordance with these terms or, if applicable, under the terms of your Employer’s Agreement as described above in the second paragraph of these terms. Except where allowed under these terms or your Employer's Agreement, 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 Web Site.
You may not use this Web Site for any purpose that is unlawful.
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 Web Site.
If you register your details with us using our Web Site registration process, we will send you your registered account details (including your password) on completion of the registration process.
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 a breach of these terms by us.
Copyright, Trademark and Intellectual Property Rights Notices
"thetrainline.com" and "the trainline.com" logos and "thetrainline", "the trainline", "Qjump" and "Q Jump" word marks are registered trademarks owned by us. Other product and company names featuring in the Web Site may be the trademarks of their respective owners.
All contents of this Web Site, including any software, are protected by copyright, database right and other intellectual property rights. You may not reproduce any part of the Web Site in any form unless we agree in writing in advance, except as necessary to use the Web Site 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 Web Site or "frame" the Web Site unless we agree in writing in advance.
We take measures to check the accuracy of information published in this Web Site. However, we cannot guarantee that our or any third party’s information on this Web Site will be error–free and it may include inaccuracies or typographical errors. If you believe that you have noticed an error, please write to us.
We take measures to keep this Web Site 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 Web Site or a third party web site, unless this was due to our negligence or a breach of these terms by us.
We cannot guarantee the availability of this Web Site. As with any service over the Internet there are factors over which we have no control, for which we cannot accept liability. You agree that we may take the Web Site offline where we consider that this is necessary for routine or emergency maintenance without liability to you.
We will use reasonable care and skill to carry out the services contained in this Web Site and do so within a reasonable time, in accordance with these terms. We do not make any other promises and no other promises shall apply about the information, products, and/or services contained on this Web Site.
Where you are an individual using this Web Site 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 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 re–imbursement 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 indirect losses which happen as a side effect of the main loss or damage, or that are not reasonable or foreseeable by you and us (such as loss of profits or loss of 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 website 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 Web Site or with the delay or inability to use this Web Site, or for any information, products, and services obtained through this Web Site, or otherwise arising out of the use of this Web Site.
We will not be responsible or pay for any other losses or damage.
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 Web Site (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 web sites, including but not limited to any product liability claims.
The Web Site 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 Web Site to find out information for yourself or for another person who intends to use or make use of this Web Site to purchase travel services.
You confirm that you are at least 18 years old and have authority to use the credit card or billing account details you provide for the purpose of settling any payments you owe to us. You also promise that all information supplied by you in using this Web Site 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 this Web Site to make reservations or purchases for yourself or for another person on whose behalf you are legally entitled to act.
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 Web Site using your account details and for all reasonable and foreseeable losses which we suffer as a result of your breach of these terms or negligence when using this Web Site (including where you deliberately or negligently let others use your account).
All bookings made through this Web Site are subject to any specific restrictions which vary by ticket type and the National Rail Conditions of Carriage (as updated from time to time), which we strongly recommend that you read.
Our Web Site offers an impartial service selling every variation of ticket available around the UK representing all Train Operating Companies. We do not currently support Ferry bookings, supplementary tickets, Motorail or Eurostar services.
Weekend First Upgrades are only available on selected ticket types.
We retail London Underground journeys from Zone 1 as part of a rail booking, between main rail stations when crossing London, and Travel Cards, but the Web Site does not include detailed times about all journeys by London Underground.
With respect to tickets sold by us, we cannot confirm the price of such ticket until you order. However, we do not charge your credit card until your order has been processed. Despite our efforts, we cannot guarantee that the prices of all tickets on our website are correct.
When we have confirmed your booking by email to your registered email address, we will send your tickets to you using the method you selected when you made your booking.
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 Web Site, please contact us. Please note that we are not an operator of railway services or, except for telephone and online information and ticket booking services, of any railway facility.
We may be able to change the date and time of your ticket depending on the type of ticket and availability of alternatives.However, depending on the individual terms and conditions applicable to your ticket (set by the train company with which you would be travelling), exchange may not be possible. Where you a requesting a change that is not due to our breach of these terms or negligence, we will charge you a maximum £10 arrangement fee per ticket to process the change. Applications for changes may be made by telephoning 0870 010 1296.
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 think that we have sent you a wrong ticket or if you choose not to use a ticket, you may be able to get a refund. Refunds will depend on the individual terms and conditions applicable to your ticket (set by the train company with which you would be travelling) and may not be available for certain ticket types. Where you are requesting a change that is not due to our breach of these terms or negligence, we will charge you a cancellation/refund of £10. Applications for refunds should be made online at the www.thetrainline.com or by telephoning 0870 010 1296.
The National Conditions of Carriage apply to all rail travel in the UK.
These contain limits and exclusions relating to 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.
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 and a penalty fare may also be payable.
We may change these terms from time to time. However, any changes will not affect existing terms accepted by you when making a reservation or purchase through this Web Site.
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 Web Site 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.
You or, where you are using this Web Site under the terms of your Employer’s Agreement, your employer/firm will be responsible for all charges and taxes payable as a result of your use of this Web Site.
You agree that no joint venture, partnership, employment, or agency relationship exists between you and us as a result of these terms or your use of this Web Site.
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.
This Web Site provides details of trains and fares which represent the fastest 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. See www.nationalrail.co.uk for further details.
This agreement is governed by the laws of England. Any dispute between you and us in relation to this Web Site and/or these terms will be referred to the English courts. Use of this Web Site is unauthorised in any jurisdiction that does not give effect to all provisions of these terms.
