Booking terms and conditions
1. Information about us and how to contact us1.1. We are TrainPal, an online travel agent registered in the Netherlands as Trainpal B.V., ("we", "our", or "us"). Our office in the Netherlands is at Hoekenrode 3, 1102 BR Amsterdam.
1.2. You can contact us via the TrainPal app or website or by writing to us at EU_Train@TrainPal.com 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 on their official website ("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
Advance Tickets
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 traveling 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. Canceling Your Ticket
Advance Tickets
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 £4.99 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 £4.99 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;
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;
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 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.
9. Changing Trains
9.1. If your journey involves changing trains, we will do our best to recommend routes that allow enough time for the transfer. However, it's important for you to make sure that the time provided meets your personal needs.
10. RAILCARDS
10.1. Digital Railcards allow you to purchase discounted tickets for eligible train services.Digital Railcards can be used to save money on tickets. We welcome the use of eligible digital Railcards whenyou are buying your train tickets with us. These can be applied to your purchase within our booking service. There are a number of digital Railcards that you can use in Great Britain.
10.2 You may purchase the digital Railcards on TrainPal to be stored on your electronic device.
10.3. Once a Railcard has been issued it is non-refundable.
10.4. If you have a digital Railcard, you must be able to show it on a mobile device throughout your journey.
10.5. In the unfortunate scenario where you lose your device, you can simply download your digital Railcard to a new device with no administration fee.
10.6 If we detect suspicious activity on your Railcard, it will be blocked until we have had the chance to speak to you.
During this period, your Railcard will no longer be valid for travel.
If your Railcard has been blocked, you will need to contact us so that we can better understand the activity that has caused your Railcard to be blocked.
Please follow these four easy steps:
Step 1: Log in to our app.
Step 2: Find your blocked Railcard.
Step 3: Select ‘Contact us’.
Step 4: Describe your circumstances and submit.
11. How to "Buy Together"
11.1 "Buy Together" means buying a Railcard or voucher pack with your friends. This enables both you and your friends to get a better discount than buying alone.
11.2 Option 1: As an inviter, choose "Buy Together" to buy a Railcard or voucher pack, then invite your friend to buy. After your friend finishes the purchase, both you and your friend can get the low-price product.
Option 2: As an invitee, you can buy a Railcard or voucher pack with your friend's code. After you finish the purchase, both you and your friend can get the low-price product.
11.3 The "Buy Together" needs to be completed within 24 hours, otherwise the deal fails and an automatic refund will be issued. The invitation code is valid for 24 hours from issue.
11.4 Discounts can only be obtained during the event period. After the event, neither the inviter nor the invitee will get any discount.
11.5 TrainPal reserves the right to cancel the rewards and related orders and pursue legal liability if other malicious acts are found to be in violation of good faith.
12. How We May Use Your Personal Information
12.1. We will only use your personal information as set out in our Privacy Statement [https://www.mytrainpal.com/web-pages/policies/privacy-policy.html].
13. LIABILITY
13.1. TO THE EXTENT PERMITTED BY LAW, WE SHALL NOT BE LIABLE FOR ANY LOSS OR DAMAGE INCURRED BY YOU AS A RESULT OF:
13.1.1. 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.
13.1.2. WHERE YOUR JOURNEY REQUIRES A CHANGE OF TRAINS, YOUR FAILURE TO MAKE THE CONNECTING TRAIN DUE TO YOUR OWN ACTS OR OMISSIONS.
13.1.3. YOUR RAILCARD NOT BEING VALID FOR THE JOURNEY YOU HAVE SELECTED.
13.1.4. ANY BOOKINGS, INCLUDING DUPLICATE BOOKINGS, MADE BY YOU IN ERROR.
13.1.5. ANY DIRECT COMMUNICATIONS BETWEEN YOU AND THE RELEVANT RAIL OPERATOR.
13.1.6. FALSE, INACCURATE, OUTDATED OR INCOMPLETE PAYMENT INFORMATION PROVIDED BY YOU.
13.1.7. YOU BEING UNABLE TO BOARD A TRAIN, DUE TO YOUR BEHAVIOUR BEING DEEMED AS UNACCEPTABLE BY THE RELEVANT RAIL OPERATOR.
13.1.8. EVENTS OUTSIDE OF OUR CONTROL, INCLUDING BUT NOT LIMITED TO NATURAL DISASTERS, TERRORIST ATTACKS AND WAR.
14. COMPLAINTS
14.1.1. If you have any questions or complaints about our services, please contact us using the details above.
15. Which Country/Region's Laws Apply to Any Disputes?
15.1. These Terms of use, their subject matter and their formation, are governed by Hong Kong law. You and we both agree that the courts of Hong Kong will have exclusive jurisdiction over any disputes in relation to these Terms.
16. Language
These Terms of use, their subject matter and their formation, are governed by the laws of Netherlands, although this shall not deprive you of any mandatory consumer rights of the law of the country in which you are resident in. You and we both agree that the courts of Netherlands will have exclusive jurisdiction over any disputes in relation to these Terms, although this shall not deprive you of any mandatory right to choose instead to resolve any such dispute or claim in the courts of the country in which you are resident.
17. General
17.1. If any court or relevant authority finds that part of these Terms are illegal, the rest will continue in full force and effect.
17.2. Even if we delay enforcing these Terms, we may still take steps against you at a later date.