“Our Booking Service is operated by our service provider Trainline.com Limited (with company number 03846791). When processing booking transactions, Trainline.com Limited accepts the booking as the agent for Train Hugger and does not act for or on behalf of the customer. When you purchase a travel service or other travel-related purchase through our Booking Service, Trainline.com Limited shall act as the merchant and take payment for the service or product.”
For clarity, Trainline.com Limited provides the functionality related to selling Rail Products (tickets) and train service information for the trainhugger.com website and mobile app including payment services as the merchant of record.
Trainline.com Limited is responsible for the supply of your ticket. For any matters such as closures, missed connections and problems with luggage you must contact the relevant Train Operating Company with whom you travel. Remember, the NRCoT will apply as a minimum standard and you will be bound by the Terms and Conditions of the Train Operating Companies who operate the train for your journey.
Trainline.com Limited is the merchant of record for all financial transactions processed on the trainhugger.com website and mobile app.
Our Service is impartial. We provide a range of products and travel information without recommendation and for your personal use only. You choose which ticket or product is the best for your needs. Certain ticket types are not sold by us and it may be possible to obtain different products and prices from the Train Operating Companies’ own ticket offices.
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.
We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.
If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us by emailing help@trainhugger.com.
In certain circumstances, we may make charges in addition to your ticket price, such as the ‘Tree Fee’. These will be clearly identified. Any taxes or other fees incurred by your ticket purchase will be your responsibility.
At the time your ticket is issued, we will rely on any information provided through our website by you. This means that your destination, departure and arrival times, connections and any required personal or financial information must be correct and complete. We will not be liable for any compensation, expenses, claim or other loss arising from inaccurate or incomplete information provided by you.
Please note that the information on our website including train and journey times, routes, ticket types, prices and connections is provided by third parties. We cannot therefore guarantee that such information is correct.
You are responsible for verifying such information with the Train Operating Companies prior to departure and checking that you are able to complete your journey. This includes checking with the Train Operating Company for disruption due to bad weather, strikes, engineering works or other reasons.
Please also note that we cannot provide accurate transit times for travel in urban networks, for example London Underground or Metro services. These systems are operated by independent Train Operating Companies. You must check for these details, especially transit for early or late trains, with those operators.
It is important that you have a valid ticket for your journey without which you may be unable to travel or be obliged to pay the fare plus a penalty. If the ticket is not genuine or is being used in breach of the Terms and Conditions of the Train Operating Companies, the NRCoT or our Terms and Conditions, your ticket may not be accepted. This means that you must have any appropriate railcard used in connection with the ticket or qualify to benefit from any reduced prices, discounts or promotions.
Depending on the ticket you have purchased, you may be able to amend the dates of travel or other aspects of the ticket. You will be advised at the point of purchase of the Terms and Conditions relating to the particular ticket you are about to purchase and these will include information on whether, and under what circumstances, you can amend, refund or cancel your ticket. These Terms and Conditions are decided by the Train Operating Companies providing the fares. It is your responsibility to satisfy yourself that the ticket you are about to purchase meets your needs.
Where you decide to make an amendment or refund which is possible under the Terms and Conditions of the ticket that you have purchased, we will charge an administration fee of £5 per ticket. Please note that, where a refund is made, it will only be for the rail ticket part of the payment, and not for any booking fee, delivery fee or card payment fee.
If you wish to apply for a refund please go to the ‘My Bookings’ section of the platform, select the ticket you wish to refund and click ‘Refund Tickets’. You can also call 0344 556 1351 or email here. Proof of purchase will be required by the customer service agent.
The purchase of a ticket allows you to travel on the National Rail Network and other systems or modes of transport and with the various Train Operating Companies responsible for your journey. The National Rail Conditions of Travel (“NRCoT”) govern your journey and apply to all domestic (non-international) journeys by passenger trains of the Train Operating Companies on the National Rail Network. The NRCoT establishes the minimum level of rights you are entitled to expect. They are available at the National Rail website and should be read by you as they affect your rights and responsibilities. Any variations or restrictions to the NRCoT will be set out by the Train Operating Companies.
If available, the default option will be for you to receive an E-ticket. However, at the time of your purchase online, you can choose how to receive your ticket. This is your choice and you accept responsibility for the delivery details and its fulfillment unless varied below:
Certain stations have self-service ticket machines from which you can collect your ticket(s). If you choose this method of delivery, you must allow sufficient time at the station to collect the ticket. To collect your ticket(s) you must have both the Collection Reference (an eight digit alphanumeric code that is displayed on your confirmation email) and a debit / credit card. If the ticket machine is not working or is not accessible (for example, it is in a locked off part of the station), or there is any other reason why you cannot obtain your ticket from the machine then you should contact the station staff in the first instance. If station staff are not available, or cannot help, you should contact the relevant Train Operating Companies with whom you travel. We will do our best to assist but will not be able to issue you with replacement tickets. You have the responsibility to ensure that you have a valid ticket for your journey.
Your tickets will be ready for collection 15 minutes after you complete your purchase. Please allow for this time.
For some journeys we offer the option to have your ticket delivered to your mobile telephone.
If you choose to have your ticket sent to your mobile telephone then you must ensure that it is able to access the internet link which we provide and that you can download and store the barcode ticket on your phone. You must follow any instructions given. You must ensure that you have the ticket printed or displayed in the correct form.
You are responsible to ensure that for any booking that is for more than one person, all those traveling on that booking, travel together at all times.
If the ticket is received on your mobile, you must ensure that you have your mobile with you at all times on your journey and that it is charged and is able to display the ticket details clearly as required by the Train Operating Company, on request. You agree to provide your mobile for inspection if required by the Train Company staff.
Please take notice of any additional restrictions or conditions relating to this method of delivery and the tickets available through it.
You will be liable for any charges made by your network / mobile operator.
For some journeys we offer the option to print your ticket using your own printer.
You must print the ticket on clean white A4 paper and must carry it with you at all times during your journey. You are responsible to ensure that for any booking that is for more than one person, all those travelling on that booking, travel together at all times. You must present the ticket when asked to do so by Train Operating Company staff.
You must not copy the ticket or transfer it to another person.
Please take notice of any additional restrictions or conditions relating to this method of delivery and the tickets available through it.
You will be liable for any costs incurred in printing the ticket.
This clause does not affect your statutory rights as a consumer.
We make every effort to supply the Service using reasonable care and skill but we are not liable for the provision of information used in the Service that is provided by third parties. Such information can be subject to change.
We shall have no liability in respect of your negligence or failure to follow our instructions (oral or in writing), misuse, alteration or abuse of the Service.
Any loss or damage you suffer on your journey is governed by the NRCoT and the relevant Train Operating Companies’ Terms and Conditions. You should contact them in the event of a problem.
We shall not be liable to you by reason of any delay in performing, or any failure to perform, any of our obligations in relation to the Service, if the delay or failure was due to any cause beyond our reasonable control. If we fail to deliver your ticket in sufficient time before your departure and such failure was within our control or we have been negligent, then you should contact us on the details below. Any reimbursement will be limited to the cost of the replacement ticket.
As far as the law allows, we will not be liable for any damages resulting from loss of profits, business data, goodwill, contracts, revenues or other costs or losses arising out of or resulting in your use of the Service. All warranties, statements and representations relating to the information, products and services provided as part of the Service are excluded as far as the law allows.
Our liability to you for death or injury resulting from our negligence is not limited.
We shall provide the Service subject to these Terms and Conditions but we may subcontract any part of the Service. All the terms of the agreement between us are contained in these Terms and Conditions unless varied and confirmed by us in writing. These Terms and Conditions may change from time to time but such changes will not affect a prior purchase.
We may amend any error provided that the correction does not materially affect the Service. If you need to contact us, please do so using the details given below. We will contact you at the address given at the time of the purchase.
Certain parts of the Service or other products you may buy are provided by a third party. We have no control over their Terms and Conditions and you should therefore satisfy yourself that you wish to be bound by their Terms and Conditions before entering into an agreement with that third party.
If we choose not to take action against you for a breach of these Terms and Conditions, that will not be considered as a waiver of any subsequent breach of the same or any other provision.
If any provision of these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions and the remainder of the provision in question shall not be affected.
These Terms and Conditions shall be governed by the laws of England and you agree to submit to the non-exclusive jurisdiction of the English courts.
If you pay for the Service using a non-UK debit / credit card, then that purchase will be subject to the exchange rate and you will be responsible for any effect that may have on the ticket or your purchase.
Use of debit / credit cards to make payments on our site are subject to your card issuer’s Terms and Conditions.
Neither you nor we intend any third party to be able to enforce any of these terms pursuant to the Contracts (Rights of Third Parties) Act 1999.
This clause does not affect your statutory rights as a consumer.
We make every effort to supply the Service using reasonable care and skill but we are not liable for the provision of information used in the Service that is provided by third parties. Such information can be subject to change.
We shall have no liability in respect of your negligence or failure to follow our instructions (oral or in writing), misuse, alteration or abuse of the Service.
Any loss or damage you suffer on your journey is governed by the NRCoT and the relevant Train Operating Companies’ Terms and Conditions. You should contact them in the event of a problem.
We shall not be liable to you by reason of any delay in performing, or any failure to perform, any of our obligations in relation to the Service, if the delay or failure was due to any cause beyond our reasonable control. If we fail to deliver your ticket in sufficient time before your departure and such failure was within our control or we have been negligent, then you should contact us on the details below. Any reimbursement will be limited to the cost of the replacement ticket.
As far as the law allows, we will not be liable for any damages resulting from loss of profits, business data, goodwill, contracts, revenues or other costs or losses arising out of or resulting in your use of the Service. All warranties, statements and representations relating to the information, products and services provided as part of the Service are excluded as far as the law allows.
Our liability to you for death or injury resulting from our negligence is not limited.
