BOOKING TERMS AND CONDITION
1. INFORMATION ABOUT US AND HOW TO CONTACT US
1.1. We are TrainPal, an online travel agent registered in Hong Kong as Ctrip.com (Hong Kong) Limited (”we”, “our” or “us”). Our office is at office at Unit 3003, 30/F, Paul Y. Centre, 51 Hung To Road, Kwun Tong, Kowloon, Hong Kong.
1.2. You can contact us via the TrainPal app or website or by phoning our customer service team on +44 808 196 9996 (calls are 7*24h FREE of charge) or by writing to us at firstname.lastname@example.org or Trip.com, First Floor, One Lochrin Square, 92 Fountainbridge, Edinburgh, EH3 9QA.
2. THESE TERMS
2.1. We provide an app and a website where you can book train tickets provided by third party rail operators (“Rail Operators”). These terms apply to this booking service. When you book a ticket with us, your ticket is also subject to the Rail Operators terms and conditions which you can find here [https://www.nationalrail.co.uk/times_fares/46427.aspx] (“Operators Terms”). It is important that you read the Operators Terms as they form a separate legal agreement between you and the Rail Operator for your ticket.
2.2. Please read these terms carefully before you book with us. These terms tell you who we are, how we will provide booking services to you and other important information.
3. OUR CONTRACT WITH YOU
3.1. By completing a booking with us, you confirm that you accept these terms and the Operators Terms and that you agree to comply with them.
3.2. When your booking is complete, you will receive a confirmation email from us. You agree to check the details in the booking confirmation and to contact us immediately if any of the details are incorrect.
3.3. We will assign a booking reference to your booking. It will help us if you can tell us the reference whenever you contact us about your booking.
3.4. You confirm that all details provided by you when making your booking (such as name, ID details, contact details, payment details and dates) are accurate and complete.
3.5. When using our booking services you shall not:
3.5.1. Use an invalid bank card or account, or a bank card or account that you are not authorized to use.
3.5.2. Impersonate any person, or misrepresent your identity or affiliation with any person.
3.5.3. Breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence.
3.5.4. Violate any laws and regulations or regulatory requirements.
4. CHANGING YOUR TICKET
4.1. Advance tickets are only valid on the date and time shown on the ticket. Changes are only permitted if:
4.1.1. they are made before departure or, where there are multiple journeys in one booking, before departure of the first journey in the booking; and
4.1.2. the origin, destination and Rail Operator shown on the ticket(s) remain the same.
4.2. To change your ticket you need to pay the difference between the price paid for the original ticket and the price of the new ticket. There is also an administration fee of £10 per person per ticket. If the price of the new ticket is cheaper than the original ticket, the difference will not be refunded.
4.3. IF YOU HAVE BOOKED A SPLIT TICKET FOR YOUR JOURNEY, THERE WILL BE A £10 ADMINISTRATION FEE FOR EACH ADVANCE TICKET THAT YOU CHANGE IN THAT JOURNEY. We will have made you aware during the booking process that your ticket is a split ticket. If you are unsure if your ticket is a split ticket, please contact us using the details above. For more information on split tickets, see the “Need-To-Know” section on our app.
4.4. If you decide to change your ticket, please contact us using the details above and we will assist you.
4.5. Changes to tickets cannot be made on-board the train. If you board a train without a ticket, a new ticket must be purchased. Depending on the Rail Operator you are travelling with, you may be charged a fee for boarding a train without a ticket.
Off-Peak and Anytime Tickets
4.6. As off-peak and anytime tickets are refundable, if you would like to change an off-peak or anytime ticket, please first cancel your ticket by following the steps in paragraph 5.5 below and then book a new ticket. Please be aware that you will be charged the administration fees detailed in paragraphs 5.1 and 5.2 below for cancelling the ticket(s).
5. CANCELLING YOUR TICKET
5.1. Advance tickets are non-refundable. If you cancel your ticket, you will not receive a refund.
Off-Peak and Anytime Tickets
5.2. Off-peak and anytime tickets are refundable. If you cancel your ticket, there is an administration fee of £10 per ticket, and the rest of the price will be refunded to you.
5.3. IF YOU HAVE A SPLIT TICKET FOR YOUR JOURNEY, THERE WILL BE A £10 ADMINISTRATION FEE FOR EACH OFF-PEAK AND/OR ANYTIME TICKET THAT YOU CANCEL IN THAT JOURNEY. We will have made you aware during the booking process that your ticket is a split ticket. If you are unsure if your ticket is a split ticket, please contact us using the details above. For more information on split tickets, see the “Need-To-Know” section on our app.
5.4. You will receive your refund within 28 days from the expiry date on your off-peak or anytime ticket.
How to Cancel Your Ticket
5.5. To cancel a ticket, please follow these steps:
¬ Step 1: Open our app/website and click "My Tickets".
¬ Step 2: Click on the ticket that you want to change.
¬ Step 3: Scroll down to the bottom of the "Tickets Information" page and you will find the "Refund" button.
¬ Step 4: Click on the refund button.
¬ Step 5: If you have already printed the tickets, please mail them to Trip.com, First Floor, One Lochrin Square, 92 Fountainbridge, Edinburgh, EH3 9QA and include a note of your booking reference.
6. DELAYED OR CANCELLED TRAINS
6.1. If your train is delayed by more than 30 minutes, you can claim compensation directly from the Rail Operator shown on your ticket. Compensation may not be paid if:
6.1.1. the disruption was notified in advance;
6.1.2. an emergency timetable was in operation; or
6.1.3. the delay factors are out of the rail industry's control.
6.2. If your train is cancelled, or delayed by more than 30 minutes and so you decide not to travel, you can apply for a full refund from the Rail Operator shown on your ticket.
6.3. If you have a split ticket for your journey that requires you to change trains, and the first (or any train before your last train) is delayed and your subsequent ticket(s) are:
6.3.1. anytime ticket(s), you can travel on any next train at no extra cost (if you need to travel with a specific Rail Operator your ticket will state this);
6.3.2. advanced ticket(s), you can travel on the next train provided by the Rail Operator your original ticket was booked with at no extra cost; or
6.3.3. off-peak ticket(s), you can travel on the next off-peak train (if you need to travel with a specific Rail Operator your ticket will state this) at no extra cost – if the next train is during peak time, you will need to pay extra to make your off-peak ticket up to a peak ticket and apply for a refund.
6.4. Please click here [https://globalrail.trip.com/policy/info.html] to be directed to the relevant Rail Operator’s page for compensation and refunds.
7. UPGRADING YOUR TICKET
7.1. You can upgrade your ticket to first class at any time before you board the train. To upgrade your ticket you need to pay the difference between the price paid for the original ticket and the price of the upgraded ticket.
7.2. If you decide to upgrade your ticket, please contact us using the details above and we will assist you.
8. HOW TO COLLECT YOUR TICKET
8.1. If you have chosen a mobile ticket (referred to as an “m-ticket”) you do not need to print your ticket. You an access your m-ticket on our app. Please be aware that m-tickets are only available on our app and not on our website. If you have chosen a paper ticket you can collect tickets from any valid ticket machine in the UK by following these steps:
¬ Step 1: Tap 'Collect Pre-Paid Tickets' at the ticket machine.
¬ Step 2: Insert the payment card you used to purchase your tickets (your card will not be charged).
¬ Step 3: Enter your booking reference (this will be displayed under 'My Tickets' on our app/website and/or in your booking confirmation email).
¬ Step 4: Tap 'Print' on the screen and wait for your tickets to be printed.
8.2. If you have any problems collecting your tickets from the ticket machine, please go immediately to the local station booking office. If the station is unattended, please call our customer services team on +44 808 196 9996, before your train departs.
8.3. Please note, calls to the above number are 7*24h FREE of charge.
9. CHANGING TRAINS
9.1. If your journey requires a change of trains, whilst we will use our best endeavors to only suggest journeys that provide sufficient time to change trains, you must ensure that you are comfortable that the time provided is sufficient for your individual needs.
10. HOW WE MAY USE YOUR PERSONAL INFORMATION
11.1. TO THE EXTENT PERMITTED BY LAW, WE SHALL NOT BE LIABLE FOR ANY LOSS OR DAMAGE INCURRED BY YOU AS A RESULT OF:
11.1.1. INCORRECT DETAILS (SUCH AS NAME, ID DETAILS, CONTACT DETAILS, PAYMENT DETAILS, DATES AND TIMES) SUBMITTED BY YOU WHEN MAKING YOUR BOOKING. THIS INCLUDES, BUT IS NOT LIMITED TO, LOSS OR DAMAGE AS A RESULT OF NOT BEING ABLE TO CONTACT YOU WITH IMPORTANT INFORMATION ABOUT YOUR BOOKING, WHERE YOU HAVE PROVIDED INCORRECT CONTACT DETAILS.
11.1.2. WHERE YOUR JOURNEY REQUIRES A CHANGE OF TRAINS, YOUR FAILURE TO MAKE THE CONNECTING TRAIN DUE TO YOUR OWN ACTS OR OMMISIONS.
11.1.3. YOUR RAILCARD NOT BEING VALID FOR THE JOURNEY YOU HAVE SELECTED.
11.1.4. ANY BOOKINGS, INDLUDING DUPLICATE BOOKINGS, MADE BY YOU IN ERROR.
11.1.5. ANY DIRECT COMMUNICATIONS BETWEEN YOU AND THE RELEVANT RAIL OPERATOR.
11.1.6. FALSE, INACCURATE, OUTDATED OR INCOMPLETE PAYMENT INFORMATION PROVIDED BY YOU.
11.1.7. YOU BEING UNABLE TO BOARD A TRAIN, DUE TO YOUR BEHAVIOUR BEING DEEMED AS UNACCEPTABLE BY THE RELEVANT RAIL OPPERATOR.
11.1.8. EVENTS OUTSIDE OF OUR CONTROL, INCLUDING BUT NOT LIMITED TO NATURAL DISASTERS, TERRORIST ATTACKS AND WAR.
12.1.1. If you have any questions or complaints about our services, please contact us using the details above.
13. WHICH COUNTRY’S LAWS APPLY TO ANY DISPUTES?
15.1. If any court or relevant authority finds that part of these Terms are illegal, the rest will continue in full force and effect.
15.2. Even if we delay enforcing these Terms, we may still take steps against you at a later date.