We reserve the right to disable an account, or any functionality within it at any time without prior notification if we believe that there may have been any misuse by you, including suspected fraudulent activity. Your order will only be complete after the full price has been paid. Youll need to give the full details of your Railcard, together with the additional tickets youve bought or any penalty fare notices. Please seethe full terms and conditions for the Refer-a-Friend scheme. If the setting opens you can proceed to make the changes by selecting edit beside your mail account. For information on refunds and changes for Season Tickets, please see the Seasons section of the terms here and Changing Your Season Ticket. Help with my The Trainline issue. If youve booked a changeable ticket (youll get this info during our booking process) and you meet the operators terms for making a change of journey, please contact the relevant operator. Nothing in these Terms and Conditions shall limit or exclude our liability for wilful misconduct, death or personal injury, by our gross negligence, or that of our employees, agents or sub-contractors (as applicable); or if we breach the Terms and Conditions, or fraud or fraudulent misrepresentation by us or our employees. The relevant operators are thereby bound to provide the Railcard benefits (discounts to your tickets) to you when you purchase eligible tickets. To exercise their right of withdrawal, the customer will be invited to submit his request from 11/10/2022, by filling the form accessible here. If your password has been stolen we recommend changing it as soon as possible. Current wait 127. PLEASE READ THIS AGREEMENT CAREFULLY. No. From here select the details you want to update from the left hand side. As well as paying for any difference in cost for your new ticket, we may charge you a fee to change, cancel or refund your ticket. Our customer service team will endeavour to resolve any queries you may have from your use of the booking service (whether accessed via our website or app). If you buy your ticket using a credit or debit card thats linked to a bank account set up in a different currency, you may be charged a fee by your bank (for example, commissions). The group must travel with at least one of the Railcard holders throughout the journey. You can only claim once during any 12-month period. Youll need your collection reference and (unless we say otherwise) the credit/debit card used to make the booking. For example, we would not be liable to pay for the costs of a hotel booking, onward travel service (for example a taxi or aeroplane service) or an event that you had to cancel because your train was cancelled or delayed. The Agreement. Where you need to cancel, refund or change your ticket contact us using the details set out in section 2. All operators have different pricing systems, which means that prices may change between the time we show them to you as a search result and your final page before payment. Changing your ticket for UK rail products. SplitSave saves you money by splitting your journey into multiple tickets. 3846791. If you dont show a valid ticket when asked, youll be responsible for paying your full fare again as well as a penalty fare and, lets face it, nobody wants that! The discount card or subscription can then be refunded. To update your email address Go to the app, click the Account tab then change email address, If you don't have the app you can download it here or contact us using one our contact us page. If you need a refund on a Flexi Season Ticket, you must apply before the end of the 28-day validity period. Or is any of the information above inaccurate? We are not responsible for any loss or damage that is not foreseeable. The time when off-peak services start can vary by station. Please see 8.2 and 8.11 for specific Railcard conditions. The Trainline does not provide customer service by email, but does provide it by phone. Calls from outside the UK may cost more. Your journey may not meet the operators criteria for compensation. Cancelling/refunding your ticket for UK rail products. We'll aim to get back to you within one day. A Network Railcard gives you 1/3 off rail fares across the Network Railcard area. On weekdays, the discount is valid after morning peak times. If two or more passengers fraudulently show the same eticket for travel, those etickets could both be treated as invalid and the passengers would then be refused travel. or is for Standard Class travel, and you wish to travel First Class. The Promo Code is subject to Trainlines terms and conditions (9.5). Click here to view the list of eligible ticket types. So, the refund amount is based upon the amount of travel youve done out of the 40 weeks youve paid for, not 52. A minimum fare applies to all journeys Monday to Friday, excluding public holidays. Now click on Add another email address or mobile number option. For more information about our business, please click here. Complete the steps: enter your name and new email address. If youve booked a refundable ticket (for example, an Anytime or Off-Peak ticket) and you need to cancel or refund it, please follow ourcancellation process. . TO THE FULLEST EXTENT PERMISSIBLE BY APPLICABLE LAW, WE AND OUR AFFILIATES SHALL NOT BE LIABLE FOR DAMAGES, INJURY, CLAIM OR LIABILITY ARISING FROM OR RELATED TO YOUR USE OF, OR INABILITY TO USE, OUR SITE, OR FROM ANY INFORMATION, CONTENT, MATERIALS, PRODUCTS (INCLUDING SOFTWARE) OR SERVICES INCLUDED ON, OR OTHERWISE MADE AVAILABLE TO YOU THROUGH, OUR SITE, INCLUDING, BUT NOT LIMITED TO, DIRECT OR INDIRECT LOST PROFITS OR LOST BUSINESS DAMAGES, INDIRECT, INCIDENTAL, PUNITIVE AND CONSEQUENTIAL DAMAGES. How do I change my personal details? A Family & Friends Railcard gives you 1/3 off rail fares across Britain. Yes If youre travelling on UK trains, have your question answered by one of our support team using theonline chat service. 5. Naturally, we wont change, cancel, replace or refund if there is or if we reasonably suspect that there may have been fraudulent activity involved. Just so you know, we can only discuss booking details with the person who made the booking, for data protection reasons. Well tell you the key conditions before you select the tickets, but its important you also check the operators terms and conditions directly. Some of the fees come straight from the operators, so we have to charge them to you, as youre booking your tickets for their service with us. The cost of the call varies according to the tariff plan applied by your operator. The minimum fare is subject to change during the validity of yourRailcard. Click here to view the operators that accept the Network Railcard discount. But its important that youre protected against all computer viruses and software that could affect your device after using our website or apps or a third-party website or apps, just in case anything is missed. Trainline should have informed you about your canceled train trip. Just married or moved house and need to update your personal details? When travelling by train in Britain, you can usually get on the next available service if you miss your connection. We are also not responsible for losses that you suffer that are not related to our booking service. Calls from within the UK cost 2p per minute plus your phone companys access charges (charges may be included as part of your phone package). The following additional terms apply to residents of France buying a journey or a product on our website or our apps. STEP 3: Click the " Refundable " icon and confirm it. We have the right to cancel or refuse your current order if youve not paid for a previous booking in full. You can buy third-party products and services (both rail and non-rail related), via our booking service and sometimes well link directly to the websites or apps of third-party providers. You may also purchase a combined Travelcard Season Ticket which covers point-to-point journeys between London and your chosen station as well as unlimited travel within the London fare zones stated (as set out above). If you are a journalist or a blogger wanting to contact a member of our communications team, please click here. STEP 1: Log-in to your Online Account. Please note that all future reservations will be cancelled upon processing the withdrawal request. Discount Cards are digital or physical discount cards which allow you to purchase discounted tickets for eligible train services. Please note, once a day pass has been activated, it cannot be de-activated or refunded. You may purchase the Discount Cards listed below on the Trainline booking service to be stored on your electronic device (we will call these Digital Discount Cards). To find their contact details see the list of Train Operating Companies. Unit A2 and B, Mease Mill, Westminster Trading Estate, Measham. December 2022 update: You can currently request a fee-free exchange to your Advance ticket if you book with Trainline. Otherwise, the request for the right of withdrawal is no longer admissible and the card or subscription is no longer refundable even if the start date of validity has not passed. Help us improve this article with your feedback. Mobile Tickets are available on certain routes and youll need our app. Copyright Trainline.com Limited and its affiliated companies. Book trips on the go, up to 15 minutes before departure and pay quickly and securely with Apple Pay, PayPal, Amex, Visa and more. The insurance is provided by Great Lakes Insurance SE, a German insurance company with headquarters at Kniginstrasse 107, 80802 Munich, Germany and acting through its UK Branch with Financial Conduct Authority Firm Reference Number 769884. Please note that not all of the delivery options below are available for all operators and services. Find your booking in 'My Bookings' or My Tickets in the app and scroll down to 'Manage my bookings'. All discounted tickets bought using the Family & Friends Railcard must be for the same origin and destination station and should be the same ticket type (e.g. Calls from outside the UK may cost more), Monday - Friday, from 8am until 6pm. Unlike the other Railcards, the 16-17 Saver can also be used to buy discounted Season Tickets (except Travelcards valid wholly within London Zones 1-9). French Courts have exclusive jurisdiction to resolve any dispute in connection with these Terms and Conditions. Find your booking in 'My Bookings' or 'My Tickets in the app' and scroll down to 'Manage my bookings'. Please note that signing in via these platforms automatically triggers the creation of a Trainline account and to access this account you can just use your Facebook, Google, or Apple account username password. Your order will only be complete when weve sent you a confirmation by email and after the full price has been paid. Expand that section and select Change date/time or 'Refund tickets'. STEP 4: Search for new tickets. How to do so? The relevant laws of France will apply to these Terms and Conditions. Any data in our systems can be used as proof for things like bookings, requests and anything else that relates to your use of our website or apps. Well return your money to you via your original payment method, so long as its still valid. Answer. If you have purchased a digital Railcard through Trainline and lose or damage the mobile device that its stored on, you can access your Railcard by signing in your Trainline account on another device. We aim to process your request and pay your refund within 5 days of receipt of your application. 2 views | 334 similar | 0 following. We like to stay relevant, so these Terms and Conditions may change sometime in the future. Call us on 0333 202 2222 to make a booking or to get help with existing bookings, unless you're calling us from outside the UK where you'll need to dial +44 333 202 2222. Please see our dedicated pagefor more information. Please note that all your transactions with us will be processed by Trainline.com Limited, 120 Holborn, London, EC1N 2TD, United Kingdom (company number: 03846791). You must be aged 16 or over to use our booking service and if youre 16 or 17, youll need your parent or guardians permission. Youre responsible for any fraudulent use of your eticket. 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Or 'Refund tickets ' & quot ; icon and confirm it a refund on Flexi! Youve not paid for a previous booking in 'My Bookings ' or My tickets the... Can not be de-activated or refunded a Flexi Season ticket, you can only once! Confirmation by email, but its important you also check the operators terms and conditions for Refer-a-Friend. France will apply to these terms and conditions ( 9.5 ) sometime in the future service you! Journalist or a product on our website or our apps your request and pay your refund 5. 9.5 ) Promo Code is subject to Trainlines terms and conditions for the Refer-a-Friend scheme should informed... ' or My tickets in the future calls from outside the UK cost! Need to cancel, refund or change your trainline change email address contact us using the you. Withdrawal request order if youve not paid for a previous booking in 'My Bookings ' the! On UK trains, have your question answered by one of our communications,... 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