TERMS AND CONDITIONS
Last updated on 22nd March 2018
- Who are We?
Through the Website www.thetrainline.com (hereinafter referred to as “the Website”) and iOS Application and Android Application mobile applications (hereinafter referred to as “the Mobile Applications”), Trainline allows You to consult timetables and ticket prices for a selected journey and book tickets directly on the Website and Mobile Applications (hereinafter referred to as “the Booking Service”).
This Booking Service is offered to all persons, natural or legal, with legal capacity, power, or holding parental authorisation allowing them to make an order on the Website and on the Mobile Applications (hereinafter referred to as “the Customer”, “the User”, “You” or “Your”).
The Trainline Group consists of (hereinafter referred to as “Trainline” or “We”, “Our”, “Us”):
- Trainline.com Limited, a company registered in England (with company registration number 3846791) and with registered offices at 120 Holborn, London, EC1N 2TD.
- Trainline SAS, a simplified joint-stock company whose registered office is situated in Paris (75009), 20 rue Saint-Georges. The company is identified in the Trade and Companies Register of Paris under the number 512 277 450.
Registration Atout France 79-81, rue de Clichy, 75009 Paris IM078100022
Financial guarantee Atradius Crédit Insurance NV situated at 44 avenue Georges Pompidou – 92300 Levallois Perret CEDEX
Civil liability insurance MMA IARD situated at 14 boulevard Marie et Alexandre Oyon – 72030 Le Mans
Trainline acts as an official agent on behalf of the operators. Trainline does not provide the transportation services and is only responsible for the provision of the Booking Service to the extent provided for in these Terms and Conditions.
When You are accessing, browsing and/or otherwise using our Booking Service, You duly note and acknowledge that You have read, understood and accepted the Terms and Conditions. If You do not agree to these, please do not use the Booking Service.
- How to contact us
2.1 Personal account
Fill out an online form or contact Us at firstname.lastname@example.org with as much detail as possible, so We can get Your query to the right person and give You the best answer. We will respond to You within 4 days so if You require immediate assistance then We recommend calling instead.
Give us a call
- You are travelling in the United-Kingdom:
Call Us between 08:00 and 22:00 GMT any day of the Week.
To make a booking, call Us on 0871 244 1545. Calls cost 13p per minute plus Your phone company's access charge. Calls from outside the UK may cost more.
For help with existing bookings, call Us on 0333 202 2222, unless You are calling us from outside the UK where You will need to dial +44 333 202 2222.
- For travel on Eurostar and around mainland Europe
Please contact Us by telephoning +44 333 202 2222.
For travel on Eurostar and around mainland Europe the support hours are 0800-1800 GMT Monday to Friday.
2.2 Business account
Call us Monday to Friday between 08:00 and 18:00 on 0870 3333 555* Calls cost 2p per minute plus Your phone company's access charges. Calls from outside the UK may cost more.
- Our Operators and third-party products or services
3.1 Booking with Trainline
Journeys booked on the Booking Service are provided by several rail and road operators (hereinafter referred to as “the Operators”) and Trainline sells tickets for such journeys through this Booking Service (hereinafter referred to as the “Tickets”).
Journeys offered by other operators will not appear in Your search results.
Tickets purchased through the Booking Service are subject to the terms and conditions of the respective Operators. You can view those during the order stage and before You make a payment.
3.2 Third-party products or services
You can buy third party products and services (rail and non-rail related), via the Booking Service and We may also offer a direct link toward the booking pages of third-party providers where You can buy goods or services provided by third parties.
When You make such a booking on third-parties’ websites or directly via the Booking Service, the contract for such third-party services will be between the relevant supplier and You. We are not a party to any such contractual relationship and You should read the terms and conditions applicable to such third-party services carefully (as made available to You). Cancellations or change requests must be conducted directly with those third-party providers. All third-party suppliers of products, services or content through which We link to from the Booking Service or which You can purchase via the Booking Service are independent entities and We are not responsible for any act or omission on their part or for any of the content of their Websites. We do not sell, organise, or arrange any packages.
- How the booking service works
The Booking Service aims to provide You with information on Tickets offered by the Operators and to allow You to book these Tickets. This information is provided free of charge to You.
4.1 The Customer
You confirm that You are at least 16 years old to 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 use the Booking Service.
You may choose to create a personal account (hereinafter referred to as “the Account”) in order to use the Booking Service but You may also use the Booking Service as a guest. Trainline reserves the right to refuse the creation of an Account or access to the Booking Service for any legitimate reason.
When registering Your personal information when Your Account is created, You must ensure that the mandatory information provided is correct and complete and is regularly updated. In the event that the authentication process is delegated to external service providers (such as Facebook), You must ensure that the information is correct after the Account has been automatically created.
When Your Account is created, You will provide a personal password. You are solely and fully responsible for the use of this password and undertake to keep it confidential. You are fully responsible for all activities that occur under Your password and Account. If the password is lost or stolen, You are liable to Trainline for any damageable consequence of this loss or theft and You must contact Trainline as soon as possible to notify Us of such loss or theft. In the event that the authentication process is delegated to external service providers (such as Facebook), the identifiers chosen with these service providers will be used to identify You.
Save for the use of the Trainline for Business service, You declare that You use the Booking Service for strictly personal and non-commercial use and only for Your own needs or for another person (natural or legal) in the name and on behalf of whom You have the power to act. You also declare that You are the holder of or You have the power to use the means of payment or bank details used for purchase on the Booking Services made on the Booking Service or all amounts You owe to Trainline.
You must ensure that the email address provided to Trainline is correct and that Our emails are not stopped by Your internet service provider or redirected in Your spam folder.
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 or Trainline 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.
4.2 The Passengers
You can book Tickets for a group of people (hereinafter referred to as the “Passengers” and individually as the “Passenger”). You are responsible for the respective personal information of each Passenger provided and You must ensure that You have the Passengers’ consents to use this information. Since this information may be necessary for the issuing of the Tickets by the Operators, Trainline shall not be held responsible for the issuing of a Ticket containing false information if such information has been provided by You. You must ensure that where any loyalty and/or discount cards are used, they are submitted for the Passengers to which they relate. Details of the rules can be found in the Operators’ terms and conditions.
4.3 Selection of Tickets
Trainline takes the greatest care in the presentation and description of the search results that We display to You. However, in spite of our efforts and since the prices indicated in the search result are provided to us by the Operators, We are unable to guarantee that all of the information in our Booking Service (including timetables, real-time data and fares) will be correct.
Due to the functioning of the Operators’ pricing system process, prices may change at any time and notably between the time they are presented on the search results page and their final selection before payment. As a result, We will inform You before the payment if the price that You have selected is no longer available.
4.4 Payment methods
The accepted payment methods are as follows:
- Credit / Debit Card (Visa, Mastercard, AMEX, DINERS (DINERS are presently only available for transactions in GBP))
- PayPal for transactions in EUR and GBP
- Apple Pay (on iOS Mobile Application only)
- AMEX BTA, DINERS Lodge & Airplus for Trainline for Business services.
Before being able to pay, You must confirm acceptance of these Terms and Conditions as Well as all of the terms and conditions of the various Operators selling the relevant Tickets.
The order will only be considered final when You have been sent the order acceptance confirmation by email and after the full price has been paid. Trainline reserves the right to cancel or refuse any Customer orders where there is a dispute relating to the payment of a previous order.
After making a successful payment, You can choose to securely register and save Your card information to Your Account by ticking the box provided for this purpose. This enables You to avoid entering Your bank details again for future bookings. You can view the list of Your registered cards as Well as delete them through Your account preferences at any time.
4.5 Multi-currency Booking Feature
We display prices in the currency that We think is the most relevant for You. This currency may be different from the currency(ies) of the Operator(s) with whom You travel.
If You are purchasing Your Ticket(s) on desktop, We also display our prices in certain other currencies and make these prices in other currencies available to You as part of the Booking Service.
You may be entitled to a full or partial refund depending on the cancellation and refund conditions provided for by the various Operators for each type of Ticket. Such refund (and applicable fees) will be calculated from the amount paid at the time of Your ticket purchase and in the currency in which You have paid.
In any case if You decide to pay for Your Ticket using a credit or debit card which is linked to a bank account set up in a currency different to the one in which You have decided to pay, You may be subject to any applicable fees chargeable by Your bank (for example, commissions) and, in the event that You request a refund, You may be subject to foreign currency fluctuations between the time of Ticket purchase and the time of refund.
Please have a look at our FAQ page for more information.
4.6 Booking fee
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 Operators which requires us to pass them on to You.
4.7 Ticket collection
We offer a range of methods to get Your Tickets, outlined below. The particular options offered for Your booking may differ or may not be offered at all depending on various factors, including ticket type, Operator, method of purchase and whether or not there is sufficient time to reliably post Your tickets. We will always let You know what options are available at the time of booking through our Booking Service. You are notified at the time of making Your purchase about the format in which the selected Ticket will be transmitted to You. There are detailed instructions for printing and use of the Ticket that are displayed in the confirmation email for each Ticket purchased. Please follow these instructions carefully.
Trainline undertakes to do its best to provide the Customer with the Tickets as soon as possible following payment and before Your train departs. In the case of Tickets issued by OUIGO, the Operator itself shall send the Tickets to You by email.
These are the following methods currently in use though are not all provided by all Operators. The methods offered for Your particular journey will be displayed as part of the Booking Service. Please always refer to any additional restrictions notified during the booking process because some Operators may apply additional restrictions to the use of those formats:
For some bookings, postage of Your Tickets may be available.
UK 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.
UK 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.
If You are residing outside of the United Kingdom: We will dispatch Tickets by International Signed For (TM) post 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.
- Collecting Tickets at the station
For some bookings You may 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/on-train staff for further assistance.
- Print Your Own (PYO):
For some bookings You may print Your own Ticket ("PYO").
You must ensure that You print the PYO Ticket clearly on A4 paper before You travel and carry the PYO Ticket with You when You travel. PYO Tickets that have not been printed are not valid for travel. PYO Tickets presented on the screen of Your device are not valid for travel. PYO Tickets denote passenger names and passengers must, carry an ID matching the name printed on the Tickets when travelling in order to be valid. PYO tickets are non-transferable and You must ensure that no one else is able to obtain and/or print a copy of Your ticket. Some Operators apply additional restrictions to the use of PYO Tickets, You must note any additional restrictions notified during the booking process.
- Mobile Tickets:
For some bookings You may travel with paperless Tickets ("Mobile Tickets") delivered to the Mobile Application. 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. The Mobile Device must be capable of running the Mobile Application and clearly presenting the Mobile Ticket in a legible manner. Certain Mobile tickets must be activated from within the Mobile Application before boarding the train in order to validate the Mobile ticket. If Tickets have been booked for more than one Passenger, all Passengers must travel together.
For some bookings You may use an eticket. Where You select an eticket We will email You Your Tickets and You will have the option to use the eticket 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.
- Print the eticket. If You are using this option then the terms relating to PYO Tickets set out above will apply to Your use of the eticket, save that ID might not be required for etickets.
- Download the eticket on the Mobile Application.
- Download the eticket into Your Apple Wallet if You are using an Apple Wallet enabled Apple device, and show the Ticket on Your Apple Wallet enabled Apple device. To do this is simple: whilst You are on Your Apple Wallet enabled Apple device You must access and open the email that We send You with Your Tickets, and click on the live link to Apple Wallet. If You are using this option the terms relating to the first type of eticket listed above (‘Open the PDF attachment and show the Ticket on Your Mobile Device’) will apply, except that there is no need to present a PDF Ticket for inspection if You have downloaded the eticket into Your Apple Wallet; instead You should display the Ticket using Apple Wallet.
You must ensure that You present Your eticket for inspection and scanning in one of the ways described above.
An eticket can only be used by one customer for one valid journey. It may a criminal offence to amend and/or reproduce an eticket for fraudulent use. Where more than one customer presents the same eticket for travel, both may be deemed invalid for travel. You shall have full liability for any fraudulent use of Your eticket.
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.
For more information on the type of Tickets issued by Operators, You are advised to refer to the terms and conditions of these Operators.
You must ensure that You have the Tickets before boarding the means of transport. If You are unable to produce a valid Ticket for the class and service used, You will be responsible for paying the corresponding amount on board as Well as any fine which could be imposed upon it on this occasion.
The Tickets are non-transferable, unless explicitly specified otherwise by Trainline. You must ensure that no other person is able to obtain and or/print out a copy of Your Ticket.
- Changes, Refunds and Cancellations
The Tickets are subject exclusively to the cancellation and refund conditions provided for by the various Operators for each type of Ticket. We will inform You of the key conditions before You select the Tickets. For more information, We recommend that You check the terms and conditions of the relevant Operator in order to ensure that the Ticket that You are purchasing meets Your needs.
Refunds are depending on meeting the relevant Operator’s cancellation or refund conditions. Please note that the Operator may charge a cancellation or a refund fee.
5.1 You are travelling in the United-Kingdom
- UK Automatic Refunds
In circumstances where You have: (a) purchased a refundable ticket(s) (for example, most Anytime and Off-Peak tickets) on our Website or Mobile Application; (b) selected to collect such Ticket(s) from the station; and (c) not collected such Ticket(s) by the date of expiry of such ticket, then You authorise Trainline to automatically refund such Ticket(s) (excluding any booking fee) to Your original payment method, which may be subject to Trainline’s processing fee. For more information about our processing fee click here.
We will only initiate automatic refunds in circumstances where Your original payment method remains valid as at the date the automatic refund is due to be initiated (for example, Your card has not expired). It may take 3-5 business days for Your refund to clear. In circumstances where Your payment method is no longer valid and You wish to obtain a refund for a refundable ticket, You will need to follow the refund process as set out in the ‘Changes, cancellations and refunds for UK rail travel’ section below.
- Changes, cancellations and refunds for UK rail travel
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 Operators 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 do this online by logging into Your Account on the Website and also within our Mobile Application. 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 Operators. The current fees are shown in the Ticket terms and conditions available in the Booking process.
We endeavour to process Your request within 28 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 processing fee if applicable). It may take up to 5 working days for a credit to appear on Your statement. For more information about our processing fee click here.
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. 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.
5.2 You are travelling outside of the United-Kingdom
- Automatic full cancellations
We may allow for automatic cancellations of Your Ticket on the Website and the Mobile Applications in circumstances where it is allowed by the conditions for the type of Ticket purchased and where automatic cancellations are allowed by the Operators. The cancellation of Your Ticket may entitle You to a refund. Please note that the Operator may charge a cancellation fee.
If You are entitled to a full or partial refund, Your original payment method must remain valid at the date the automatic refund is due to be initiated (for example, Your card has not expired). It may take several business days for Your refund to clear. In circumstances where Your payment method is no longer valid and You wish to obtain a refund for a refundable ticket, You will need to follow the refund process as set out in the ‘Changes, cancellations and refunds’ section below.
- Changes and partial cancellations
Whether or not Tickets can be amended and/or cancelled and partially refunded varies by the Ticket type and is a feature of the Ticket as determined by the Operators. 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.
- Changes and partial cancellations with Trainline
Please contact us by telephoning +44 333 202 2222.
For travel on Eurostar and around mainland Europe, the support hours are 0800-1800 GMT Monday to Friday.
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. If Your original tickets have been issued, You might need to return these to Us at You own costs and they must be unused.
- Changes and partial cancellations with the Operators
If You would like to change or partially cancel Your Ticket outside of the opening hours displayed above or less than 2 hours before Your train departure, please contact the relevant Operator directly.
This may be done by going to the Operator’s counter in the relevant train or coach station or by calling the Operators.
5.3 Compensation for delayed or cancelled journeys
If the service for which You have made a booking is cancelled or majorly disrupted, You may be able to obtain a refund or compensation. This is subject to the terms and conditions of the respective Operators. These can be viewed during the order stage and before You make a payment.
In the event that the Operators allow Us to issue a refund or compensation on their behalf, We shall do so. Where the Operator does not allow Us to issue a refund or compensation on their behalf, We will provide You with the details of the Operator involved and You will have to claim directly from this company.
The transport services in respect of Tickets purchased through the Booking Service are provided to You by the Operators. Terms and conditions imposed by the relevant Operator will apply to all transport services which are provided to You in accordance with the Tickets that You have booked through the Booking Service. We advise You to read these terms and conditions carefully before booking Your Tickets.
Duly note that You will be financially liable for all bookings made through the Booking Service from Your Account as Well as all reasonable and foreseeable losses suffered by Trainline owing to a breach of the Terms and Conditions by You or Your negligence when using the Booking Service (including when You have deliberately or negligently allowed other persons to use Your Account).
Trainline acts as an official agent on behalf of the Operators. We do not provide the transportation services and is only responsible for the provision of the Booking Service.
- Right of withdrawal
You are informed that under consumer legislation, Tickets are not subject to the right of withdrawal.
The Website and Mobile Applications contain links to other Websites and third-party applications. The linked Websites and applications are not controlled by Us and We are not liable for the content of these linked Websites and applications. Trainline provides these links for convenience and a link does not imply that Trainline suggests or recommends the linked Website in question, nor that Trainline is affiliated with it.
All disputes which could arise from these Terms and Conditions concerning their validity, interpretation, execution, cancellation, consequences and results must be communicated beforehand to Trainline in order to reach a mutual agreement.
- Alternative Dispute Resolution
If after following our internal complaints procedure You still feel that We have not satisfactorily resolved Your complaint, please follow this link.
It is expressly agreed that data contained in Trainline’s system can be used as proof with regards to orders, requests and any other factor relating to the use of the Website and Mobile Applications. Such data may be validly produced, notably in legal proceedings, as a means of proof in the same way as any written document.
- Acceptance of the Terms and Conditions
You acknowledge that You have received these Terms and Conditions in a legible and comprehensible way prior to the execution of the order. Making an order on the Booking Service entails full and entire compliance with and acceptance of these Terms and Conditions and an obligation to pay for the Tickets ordered, which is expressly acknowledged by You.
Since these may be subject to modification at a later date, the version which applies at the time of Your purchase is the one in force on the Website on the date on which the order is executed. We request that You accept the most recent version of these Terms and Conditions at the time of Your booking. If You do not agree with the changes that We make to these Terms and Conditions, You must stop using the Booking Service, Website and Mobile Applications.
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 Booking Service. Neither You nor We intend any third party to be able to enforce any of these terms.
- Trainline for Business
This section only applies to self-managed Trainline for Business accounts which are available via Trainline.com. If Your employer has a corporate travel services agreement with Us, the terms agreed by Your employer will prevail over this section.
Trainline offers a self-managed Trainline for Business service, exclusively aimed at professionals (hereinafter referred to as “the Professionals”). The Terms and Conditions apply to the self-managed Trainline for Business service in addition to the specific provisions set out in this section. If these provisions are inconsistent with the Terms and Conditions, the specific provisions will prevail in such case. To use the self-managed Trainline for Business service, the Professional must set up a Professional Account, providing the name of his/her company and other information in the dedicated area of the Website (hereinafter referred to as “the Organisation”). The Professional may then invite his/her colleagues to use the service. Trainline will not be liable for any unreasonable and unforeseeable costs that the Professionals may incur and Trainline liability will be limited to the value of the relevant ticket(s) purchased by the Professional over the past 12 months. Trainline will in no circumstances pay or be responsible for any indirect loss. Either party may terminate the service at any time. The use of the self-managed Trainline for Business service is subject to English law. Any disputes which cannot be resolved in this manner will be referred to the English Courts.
- Use of the Website and mobile application
The Website and Mobile Application are provided by Trainline on this Terms and Conditions.
13.1 Your use of the Booking Service
We authorise You to download, install and use the Mobile Applications on Your mobile phone in order to access the Booking Service in accordance with these Terms and Conditions. The Mobile Applications must be downloaded from the App Store or Google Play.
All costs for accessing the Booking Service (for example, internet access fees or fees linked to mobile data) must be borne by You. Even though We have tried to cover a multitude of mobile phones, our Mobile Application will not work on all phones. The list of compatible phones is available prior to download.
We take steps to ensure that the Website and Mobile Applications do not contain computer viruses and other malicious programs. However, owing to the nature of the networks, We are unable to make a commitment in this respect and advise You to protect Yourself against all computer viruses or other malicious programs which could be transmitted to Your computer after You have used the Website or a third party Website, or which may be transmitted to Your phone after You have used the Website and Mobile Applications. We are unable to guarantee the availability of the Website and Mobile Application, notably in the event of force majeure or third-party failure. Your agree that We may take the Website, Mobile Applications or Booking Service offline if We deem this to be necessary for maintenance purposes.
We regularly update the Mobile Applications and We recommend that You download and install all of the published updates as We are unable to make a commitment with regard to the correction of errors in earlier versions of the Mobile Applications.
You are prohibited from the following uses:
- Violating or attempting to violate the security of the Website or Mobile Application (the “Service”);
- Altering or attempting to alter, destroy or upload any content on the Booking Service;
- Using any device, software, or routine to interfere or attempt to interfere with the proper working of the Booking Service;
- Using or attempting to use any engine, software, tool, agent or other device or mechanism (except the search mechanisms provided by Trainline or other third party commercially available Web browsers) to navigate or search the Booking Service;
- Impersonating any other person while using the Booking Service;
- Using the Booking Service to violate any laws or regulation;
- Using the Booking Service to collect or store personal data about other users without their consent;
- Modifying, making derivative works of, disassembling, reverse compiling or reverse engineering any part of the Booking Service or accessing the Booking Service in order to build a similar or competitive site or service;
- Introducing software or automated agents or scripts to the Booking Service so as to produce multiple accounts or to strip, scrape, or mine data from the Service;
- Sending unsolicited or unauthorized email, including promotions and/or advertising without Trainline express prior written approval;
- Using any high volume, automated, or electronic means, including, without limitation, robots, spiders, scripts or other automatic device, to access the Booking Service or monitor or copy Booking Service pages or the content contained thereon (other than the normal activities of commercially available search engines); or
- Framing Booking Service pages, placing pop-up windows over its pages, or otherwise affecting the display of its pages without Trainline’s express prior written consent.
13.2 Intellectual property
Access to the Website and Mobile Applications does not grant You any intellectual property rights relating to the Website and Mobile Applications other than a right to use them in accordance with these Terms and Conditions. You may not under any circumstances reproduce, represent, modify, transmit, publish, adapt, on any medium whatsoever, by any means whatsoever, or use in any way whatsoever, all or part of the Website and Mobile Applications without the prior written consent of Trainline or the companies in its group. Any use of these which does not have the prior consent of Trainline, in any way whatsoever, of all or part of the Website and Mobile Applications may be subject to any appropriate action, notably an infringement action.
- Customers from the United-States of America
By exception to the terms in this document, the following terms apply to U.S. residents purchasing a journey or a product on the Website and the Mobile Applications:
PLEASE READ THIS AGREEMENT CAREFULLY. IT SETS FORTH THE LEGALLY BINDING TERMS AND CONDITIONS FOR YOUR USE OF THE SERVICE, SUCH AS YOUR GRANTS AND WAIVERS OF RIGHTS, THE LIMITATIONS OF OUR LIABILITY, YOUR INDEMNITY OF US, AND ARBITRATION OF CERTAIN DISPUTES.
14.1 Disclaimer, Limitation of Liability, and Indemnity
THIS SITE, AND ALL CONTENTS, PRODUCTS AND SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THIS SITE ARE PROVIDED ON AN ‘AS IS’ AND ‘AS AVAILABLE’ BASIS. TRAINLINE MAKES NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE OPERATION OF THIS SITE OR THE CONTENTS OR SERVICES INCLUDED ON OR OTHERWISE MADE AVAILABLE TO YOU THROUGH THIS SITE, UNLESS OTHERWISE SPECIFIED IN WRITING. TRAINLINE DOES NOT WARRANT THAT YOUR USE OF THIS SITE WILL BE UNINTERRUPTED OR ERROR FREE, OR THAT THIS SITE OR ITS SERVER ARE FREE OF VIRUSES OR OTHER HARMFUL ELEMENTS. YOU EXPRESSLY AGREE, BY YOUR USE OF THE SITE, THAT YOUR USE OF THIS SITE IS AT YOUR SOLE RISK, AND THAT YOU ASSUME FULL RESPONSIBILITY FOR ALL COSTS ASSOCIATED WITH ALL NECESSARY SERVICING OR REPAIRS OF ANY EQUIPMENT YOU USE IN CONNECTION WITH YOUR USE OF THIS SITE.
You duly note that You will be financially liable for all bookings made through the Booking Service from Your Account as Well as all reasonable and foreseeable losses suffered by Trainline owing to a breach of the Terms and Conditions by You or Your negligence when using the Booking Service (including when You have deliberately or negligently allowed other persons to use Your Account).
14.2 Arbitration; class action waiver
The Federal Arbitration Act and federal arbitration law apply to this agreement.
You agree that the arbitration will be conducted by the American Arbitration Association (‘AAA’), https://www.adr.org, or 1.800.778.7879. You can contact AAA to find out more information on how to commence an arbitration proceeding. Payment of all filing, administration and arbitrator fees will be governed by the AAA’s applicable rules. You may choose to have the arbitration conducted by telephone, based on written submissions, or in person in the county where You live or at another mutually agreed-upon location.
CLASS ACTION AND JURY TRIAL WAIVERS. You and Trainline agree to bring any dispute in arbitration on an individual basis only, and not on a class, consolidated, aggregated, representative or collective action basis. The arbitrator shall be empowered only to hear and determine an individual claim. If for any reason a claim proceeds in court rather than in arbitration, You and Trainline each waives any right to a jury trial or to bring a class, consolidated, aggregated, representative or collective action against the other.
ARBITRATIONS AND COURT ACTIONS DIFFER. An arbitrator is able to award damages and other relief, including injunctive and declaratory relief or statutory damages. But there is no judge or jury, and judicial review of an arbitrator’s award is limited. Discovery in arbitration is also limited in accord with AAA rules. In addition, as set forth above, You are waiving any ability for an arbitrator to oversee or determine class, consolidated, aggregated, representative or collective actions.
IMPORTANT: THIS SECTION LIMITS CERTAIN RIGHTS, INCLUDING THE RIGHT TO MAINTAIN A COURT ACTION, THE RIGHT TO A JURY TRIAL, AND THE RIGHT TO PARTICIPATE IN ANY FORM OF CLASS, CONSOLIDATED, AGGREGATED, REPRESENTATIVE OR COLLECTIVE ACTION. OTHER RIGHTS AND REMEDIES THAT YOU OR BUSA WOULD HAVE IN COURT ALSO MAY NOT BE AVAILABLE IN ARBITRATION.
LAST UPDATED ON 28/03/2018
UPDATED: To facilitate purchases made on the Booking Service, either Trainline.com Limited, Trainline International Limited or Trainline SAS (together the "Trainline Group") may process your personal data as a controller.
Active Collection of information
Some parts of the Booking Service require you to actively submit information in order for you to benefit from specific features, or make ticket bookings. Some of this information may be personal (namely, information that can identify you, such as your name, address, phone number, age or date of birth). We only collect such information when you choose to supply it to us. You confirm that the information you enter about yourself and any other passengers who you are booking for is true, and that when you are submitting personal data belonging to anyone other than yourself you have permission from those passengers, or parental or guardian’s consent where that person is a child under 16.
UPDATED: Please note that if you call us we record your phone call and retain the recording for three months. This helps both us and you as a customer because it means that: i) We have a record of our interaction with you to assist us in dealing with live sales support activities; and ii) We can resolve issues more quickly, based on queries you have recently raised.
Passive Collection of Information
We may also share anonymous information about your use of the Booking Service with third parties for analytical purposes.
Most web browsers allow you to configure your browser settings to refuse all or some cookies. How you do this will depend on the web browser you use, but we have set out a step-by-step guide to the most popular browsers in our dedicated cookies page . However, if you use your browser setting to block all cookies you will not be able to access all or parts of our Booking Service.
Your personal information submitted to us is used for operational purposes, for example, producing tickets, processing payments (including fraud screening) or confirming orders, alerting you about your booked journeys or upcoming expiration of a season ticket, constantly improving and adding to the tools and features that we provide to you on our Website and Mobile Application, 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 and/or our authorised third parties (including the Rail Delivery Group ("RDG")) may also use your personal information: (a) for internal market research and analysis purposes; and (b) to carry out survey related activities with you.
If you contact us we may be able to see information about your recent activity on our Website - such as your recent searches, recent error messages shown and/or your recent purchases. This enables us to provide you with an efficient service, and reduce the need for you to repeat information to us that you have already input into the Website.
You may be able to use our Booking Service without logging in or registering as a new user. Where you are already a registered user of our Booking Service: (a) and your email address is used to make a purchase via our Booking Service without logging in or registering as a new user, the transaction data for such purchase(s) will appear in your "My account" section of your registered account; (b) and your email address is used to update your marketing preferences without logging in or registering as a new user, such preferences will be updated in your registered account and will appear in your "My account" section of your registered account; (c) we will continue to use your personal data in accordance with these Terms and Conditions. Where you are not a registered user of our Booking Service and you use our Booking Service without registering as a new user and/or you are a visitor to our Website, your data will be used in accordance with these Terms and Conditions.
Sharing of Information
We may share your personal information with third parties (including third parties outside of the EU) for the purpose of (a) processing a booking reservation, hotel or travel insurance product or otherwise in relation to fulfilling a booking you have made via the Booking Service; (b) for marketing services (where you have consented to receive such marketing services); (c) for processing payment (including fraud screening); (d) for advertising on our Website, our Mobile Application, in our emails and elsewhere on the internet, including targeted advertising of the Trainline Group's own products and services and certain third parties' products or services (and for these purposes we and certain third parties we work with will collect information about your browsing activity so we can help make the advertising referred to above more relevant to you); (e) collecting your comments if you choose to provide feedback through our website or app (f) assisting our Trainline for Business customers who use self-managed accounts to get the best out of our platform; and (g) for undertaking any other permitted use of your personal information on our behalf. These service providers 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, including maintaining adequate security measures to protect such personal information.
UPDATED: If you chose to pay in any currency other than Euros, Visa and Mastercard transactions will be processed by Trainline.com Limited, 120 Holborn, London, EC1N 2TD (company number: 03846791). If you chose to pay in Euros, Visa and Mastercard transactions will be processed by Trainline SAS, Paris (75009) – 20 rue Saint-Georges (company number 512 277 450).
If you book a Eurostar ticket we will share with Eurostar the name and date of birth of you and any other passengers who you are booking tickets for, together with your email address - these details are required by Eurostar in order to issue each ticket and provide you with service information.
UPDATED: If you book a ticket for travel in continental Europe we share the name of each passenger with the transport carrier – this is required in order to issue each ticket. Transport carriers in continental Europe also require us to share the date of birth of any youth (aged 0 – 25) with them before they can issue a youth ticket.
The Trainline Group and its third party service providers may further use your personal information (a) for analysis and market research related services; (b) to carry out survey related activities with you; and (c) for the purpose of alerting you about your booked journeys; and (d) to contact you about new features, services, products and special offers ("Marketing Information") in line with any consent that you have provided. If you do not wish to receive Marketing Information, you may choose not to do so by clicking where indicated on the registration page. 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 or sending us an email to email@example.com or if you are a season ticket customer firstname.lastname@example.org.
Use of location data
Information about your location or approximate location may be used by our Booking Service. We obtain and use this information in two main ways:
Internet traffic information, such as your IP address: This information is provided automatically as you use our Booking Service and can allow us to infer your approximate location - for example your city or county, and country. We use this information:
- for analysis purposes to understand the distribution of our customers;
- to tailor messages or advertisements shown on our website - for example if we identify that you are likely to be located in Manchester, we may show you promotions relating to journeys starting in Manchester.
Location information provided by your browser or device: Many web browsers, particularly on mobile phones and tablet devices, are able to accurate report your location, for example using GPS technology. The same is true for apps on mobile phones and tablets. These browsers and devices normally ask your permission before sharing your location with a website or app, and you can usually disable the feature altogether in the device settings. We use this information for features that need to know your location - for example if you select "nearest station" or "next train home" and for other search functionality features.
We take the security of your data very seriously. We employ physical, electronic and administrative security measures to protect the information that we collect about you from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. You acknowledge and agree that we shall not be responsible for any unauthorised use, distribution, damage or destruction of personal data, except to the extent we are required to accept such responsibility by the data protection laws.
Links to third party Internet sites
Access to Personal Information
You are entitled to see the personal information we hold about you and may obtain these details by writing to us at: trainline , c/o Trainline.com Limited, PO Box 23973, Edinburgh, EH3 5DA. We are entitled by law to charge an administrative fee to meet our costs in providing you with such details and we may require proof of your identity before we supply the information to you.
Deactivating your Account
Upon request from you (by writing to us at: trainline , c/o Trainline.com Limited, PO Box 23972, Edinburgh, EH3 5DA) we will deactivate your account and render your personal information unusable as soon as reasonably possible, in accordance with applicable law. We do retain personal information from closed accounts to comply with law, prevent fraud, collect any fees owed, resolve disputes, troubleshoot problems, assist with any investigations, enforce our terms and conditions, and take other actions otherwise permitted by law.