This website is operated by LoveRail.com Limited ("we", "us") a company registered in England and Wales (company number 09864951) with its registered office at Langwood House, 63-81 High St, Rickmansworth, Hertfordshire WD3 1EQ. By using this website you agree to be bound by these terms. If you do not accept these terms, please do not use this website. We may modify these terms and conditions at any time by publishing the modified terms and conditions on this website.
We are committed to protecting your privacy and making our website accessible to all users. Please see our privacy policy for further details.
If you would like to contact us in relation to this website or these terms please contact us.
Access and content
We endeavour to allow uninterrupted access to the website, but access may be suspended, restricted or terminated at any time.
We reserve the right to change, modify, substitute or remove without notice any information on this website.
Your train journey
The train operating companies with whom you book tickets through this website are responsible to you in respect of the provision of the train journey you have booked. All bookings made through this website are subject to the National Rail Conditions of Carriage (explained below) and any specific restrictions imposed by the relevant train operating companies which vary by ticket type.
Loverail.com is therefore not responsible for any delays, cancellations, or other disruptions to train services and we do not set any of the terms and conditions, including eligibility for refunds, of the various ticket types.
Use of the Website
Our website offers an impartial service selling Season Tickets available around the UK representing all National Rail train operating companies.
The website is designed to provide you with travel information, and travel-related purchases. You agree that you will only use the travel information facilities of this website to find out information for yourself or for another person who intends to use or make use of this website to purchase travel services.
You acknowledge that you will be financially responsible for any bookings which are made through the website using your account details and for all reasonable and foreseeable losses which we suffer as a result of your breach of these terms or your negligence when using the website (including where you deliberately or negligently let others use your account).
You agree to use the website application only for lawful purposes, and in a way that does not infringe the rights of, restrict or inhibit anyone else's use of the website. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, products or services obtained from this website.
If you register an account with us, your account is meant for your individual use only. You are responsible for maintaining the confidentiality of your password and account details, and are fully responsible for all activities that occur under your password or account (including where your account is used by another person), unless these activities arise due to our negligence or breach of these terms by us.
If you experience any issues with buying a ticket from us or the service you receive, then please do not hesitate to initially contact us and we will try to resolve any problem. Please note that if your complaint is not dealt with to your satisfaction then you can also use the European Commission’s Online Dispute Resolution (ODR) service which can be found at http://ec.europa.eu/odr to help resolve any outstanding issues.
National Rail Conditions of Carriage
The National Rail Conditions of Carriage (as updated from time to time) sets out the minimum level of service you are entitled to expect in relation to your train journey. They also set out your rights and responsibilities in respect of any train journeys made on the UK railway network, including the liability of the train companies in respect of loss caused by the delay and/or cancellation of any train, by any missed connection or by the closure of the railway as well as in respect of loss or damage to, and delay in the delivery of luggage and its contents. View the National Rail Conditions of Carriage. Where the rights set out in the National Rail Conditions of Carriage are extended or restricted by the train operating companies with whom you may book tickets through this website, details of these extensions or restrictions will be provided to you with your journey summary prior to purchase.
The National Rail Conditions of Carriage entitle customers to the same levels of compensation or refund entitlements regardless of where they purchase their ticket.
Fees and credit card charges
No booking fee is charged to you for making a booking on the Loverail.com site. National Rail train companies however do impose standard charges for some activities such as refunding a ticket and issuing a replacement ticket in the event of loss or theft. Where you are undertaking these services we will charge the standard National Rail fee.
Due to the credit card processing charges levied by credit card companies, there is a £1 charge payable on top of the ticket price in respect of purchases made by credit card via this website. Purchases made by debit card have no charges applied. Where credit card charges are applicable, these will be identified during the booking process and in your order summary.
You will be responsible for all charges and taxes payable as a result of your use of this website, including any cost of accessing the website (for example, internet access charges or mobile data charges).
Issue of Season Tickets
When we have confirmed your booking by email to your registered email address, we will fulfil your Season Ticket. While we endeavour to have tickets delivered in accordance with timescales supplied by our delivery agents, we cannot be responsible for any guaranteed delivery times.
Please check your tickets when you receive them. If you believe that the tickets we have sent you do not meet the information you provided at the time of booking through our website, please contact us. You must ensure that you are in possession of the Season Ticket booked before you board the train. If you cannot produce a valid ticket for the class of accommodation and service that you are using, you will have to pay the appropriate fare on the train and a penalty fare may also be payable. The train operating company reserves the right to refuse to accept your ticket to the extent that it is unsatisfactorily displayed or to the extent that they have reason to suspect that a fraudulent use of booking confirmation, transfer to a different person, or other abuse or reproductions, copies or counterfeits of any ticket are in circulation.
Getting your Season Ticket
We use a range of postal services provided by Royal Mail to get your Season Ticket to you, as shown below. We reserve the right to change from time to time which services are offered. Due to the high value of a Season Ticket, a tracked delivery method such as Royal Mail Special Delivery or Signed For (Recorded) are recommended to be used by LoveRail.com. If you decide to select a non tracked method of delivery and chose for your Season Ticket to be sent by First Class Post and it subsequently is lost in transit and not delivered, then while we will do everything reasonably possible to help find your tickets, you will not be reimbursed by LoveRail.com and a replacement ticket must be purchased. For full details on the services provided by Royal Mail including any delivery guarantees or compensation paid for loss or delay which are available on each service see www.royalmail.com.
Where a Season Ticket is purchased at a cost of £1,000 or more, then only Royal Mail Special Delivery will be available as a delivery option and the customer should make sure that either they or someone they authorise is available to sign for the ticket upon delivery. No charge will be made for the cost of delivery.
First class post
We will dispatch tickets by Royal Mail’s First Class delivery service to the address you specify during the booking process. You should ensure that the address provided is correct.
Royal Mail “Signed For” (tracked)
We will dispatch tickets by First Class post to the address you specify during the booking process. You should ensure the address provided is correct. You (or someone you authorise) will need to sign for the tickets upon delivery.
Special Delivery Guaranteed Next day delivery by 1pm
We will dispatch tickets by Royal Mail Special Delivery to the address you specify during the booking process. You should ensure that the address provided is correct. You (or someone you authorise) will need to sign for the tickets upon delivery. Please note that for deliveries to remote locations different guaranteed delivery times may apply.
Returning your Season Ticket
If at any time you need to return your Season Ticket to us, for example for a refund, changeover or if you need a replacement ticket, then we strongly recommend that this is sent by a postal method which is both insured and tracked, as any loss or delay will your responsibility. Under National Rail retailing rules we are, in most cases, unable to process your request if we are not in receipt of the original ticket.
Compensation and Refunds for delayed or cancelled journeys
If the service on which you have booked to travel is cancelled or severely disrupted you may be entitled to compensation or a refund. The different National Rail train operating companies currently operate different compensation schemes. Some still operate a Passenger Charter discount scheme whereby a discount on future Season Tickets purchases are given if there has been poor performance on either a specific day(s) and/or a prolonged period of time. In these cases we automatically monitor and calculate any discount to which you are entitled and apply it to your Season Ticket renewal, subject to the National Rail conditions. The applicable Passenger Charter discount for each train company operating under this scheme can be seen on the individual train company websites and it will be displayed in any railway station they operate.
Most Train Operating Companies however now provide compensation for delays/cancellation for Season Ticket holders under the National Rail Delay Repay scheme, whereby National Rail vouchers are issued for specific affected journeys, which can be redeemed against any future journey(s), generally within a 12 month period.
If you wish to make a claim under the Delay Repay scheme you need to contact the relevant train company and you will need to make a claim directly with the train company concerned.
Unfortunately we are not permitted to issue compensation or refund tickets for cancelled/disrupted journeys, but we do accept National Rail vouchers towards full or part payment of Season Tickets.
Data usage
We will only use the information you provide as permitted by the Data Protection Act. Depending on how you contact us, use our services, the consent you have given, or legal obligations we may have, this will include:
- • To provide you with a Season Ticket renewal reminder service. (This service is provided to every customer unless, they specifically choose to ‘opt out’ of this service by contacting us.
- • To share your data with the Association of Train Operating Companies (ATOC), and the train company on whom you travel, ONLY where you have given consent to do so, in order that they may provide you with details of their services, information, newsletters, and details of promotions and offers which they feel may interest you.
- • To allow ATOC and/or the train company on whom you travel to share data with their selected partners, ONLY where you have given consent to do so, in order that they may provide you with details of forthcoming offers that may interest you.
- • In the event of LoveRail.com ceasing to trade, your data record will be passed to your local Train Operator and/or the Department for Transport.
- • To make and receive any payments necessary between us.
- • For customer service, administration and customer research purposes
- • For your safety and security.
- • For fraud and crime prevention.
Intellectual Property
The intellectual property in all material on this website (including the text, design, images, graphics, their selection and arrangement and source code) belongs to us and our licensors. You may not alter, copy or redistribute the material without our prior written permission.
You shall retain ownership of all copyright in data you submit to this website. You grant us a world-wide exclusive, royalty-free, non-terminable licence to use, copy, distribute, publish and transmit such data in any manner.
Disclaimer
We use reasonable endeavours to ensure that the data on this website is accurate and to correct any errors or omissions as soon as practicable after being notified of them. To the extent permitted by applicable law, we disclaim all warranties and representations (whether express or implied) as to the accuracy of any information contained on this website. We do not guarantee that this website will be fault free and do not accept liability for any errors or omissions.
Liability
We exclude, to the fullest extent permissible by law, all liability for any loss or damage (including indirect loss, consequential loss, loss of profit, data, revenue, business opportunity, anticipated savings, goodwill or reputation) whether in contract, tort or otherwise arising out of or in connection with this website, inability to access this website, or any websites linked to this website.
Governing law
These terms and conditions shall be governed by and construed in accordance with English law.
Any disputes shall be subject to the exclusive jurisdiction of the English courts, to which both parties submit.