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VIRGIN TRAINS WEBSITE TERMS & CONDITIONS

Website/mobile application usage policy

  1. Your use
  2. Registered Users
  3. Intellectual Property
  4. Liability Disclaimer

Please read the following in relation to www.virgintrains.co.uk pages

Customers using this website are advised that those pages with a web address prefixed by www.virgintrains.co.uk – are managed by West Coast Trains Limited ("Virgin Trains") and, as such, Virgin Trains is responsible for the content, detail and links contained within them. Please read the Virgin Trains Website Terms and Conditions in relation to your usage of this website and the Virgin Trains Privacy Policy in relation to any personal data collected by Virgin Trains in this regard. Any enquiries regarding these pages, the content, detail and links within should be directed to Virgin Trains at customer.relations@virgintrains.co.uk or by post to Customer Relations, Virgin Trains, FREEPOST BM 6613, PO BOX 713, Birmingham, B5 4HH.

Advertised pricing and journey times

Prices advertised are for Advance fares unless otherwise stated. All prices are per person, one-way, non-refundable and are subject to availability. Advance fares should be booked at least two to four weeks prior to travel. Customers must travel on the trains they reserve. Change of travel is available up to the departure on payment of a £10 admin fee plus the difference of the new applicable fare. Normal railcard and child discounts apply. Prices and seat availability are correct at time of production. Journey times advertised are based on average Monday to Friday timetabled journeys unless otherwise specified.

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Terms and Conditions relating to website cookies

On our dedicated Cookies pages you'll find more information on all the Cookies used on this site. If you like, you'll also be able to manage your cookie preferences.

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Terms and Conditions relating to email sign up

By providing your email address here you will be included in our regular email programme communicating news, deals and special offers relating to Virgin Trains. Any additional information you provide in the 'tell us more about you' section may be used to tailor the content of emails in ways we believe will make them more relevant to you. The information you provide here will only be used to communicate by email and we will not share your details with other companies. Should you wish to unsubscribe you may do so at any point using the link included in our emails.

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Terms and Conditions for Survey Prize Draw Competition

  1. This promotion is open to UK residents aged 18 years or over except employees of Virgin Trains and their families, affiliated companies, suppliers, agents and anyone professionally associated with the promotion
  2. To enter, you must complete the Customer Relations Satisfaction Survey via SurveyMonkey following a complaint or query raised with the Customer Relations team, and provide a contact email address on the Survey where requested.
  3. Only one entry is permitted per individual per contact with Customer Relations
  4. All email addresses provided within the four week period will go into a draw and one main winner will be selected at random under independent supervision and notified by email within 14 days.
  5. The prize, (one prize every 4 weeks) is a First Class complimentary return journey for 2 people
  6. There are no cash or other alternative prizes.
  7. Prizes exclude accommodation, food, drink, taxis, transport and any associated costs and expenses (unless otherwise specified). Such expenses, where required, will be met by the prizewinner.
  8. Virgin Trains and its affiliates cannot accept any responsibility for any loss or damage howsoever caused as a consequence of participation in this competition.
  9. Virgin Trains endeavors to ensure that the information on the site is accurate but makes no representations or warranties as to accuracy and accepts no liability for the same.
  10. If it becomes apparent that a participant is using a computer(s) to circumvent any condition by, for example, the use of ‘script’, ‘brute force’ or any other automated means, that person’s entries will be disqualified and any prize award will be void.
  11. By entering this competition you consent to the collection, use and transfer of your information under the terms of the Virgin Trains Privacy Policy (www.virgintrains.co.uk/privacy-policy/)
  12. Virgin Trains reserves the right to revise the terms and conditions, information materials and notices on this site from time to time or to temporarily or permanently discontinue the site or any part of it from time to time without prior notice should circumstances make this unavoidable. You should review the terms and conditions each time you visit this site.
  13. Virgin Trains does not control all sites linked to the site and shall have no liability for the same.
  14. To receive the names and counties of the winners please send a stamped address envelope to: CR Satisfaction Survey Comp, Customer Relations, Virgin Trains, Meridian, 85 Smallbrook Queensway, Birmingham, B5 4HH.
  15. Judges decision is final.
  16. Promoter: a. Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB
  17. Full ticket terms and conditions are available at www.virgintrains.com or by calling 03331 031 031.

Win a Luxury Weekend in Birmingham Promotion (the "Promotion") Terms and Conditions

  1. The Promotion is organised by Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB (the "Promoter").
  2. By entering this Promotion, the participant will be deemed to have read and understood these Terms and Conditions and be bound by them and the requirements in any other Promotional materials.
  3. This promotion is open to UK residents only (excluding Northern Ireland) aged 18 years or over except employees of Virgin Trains and their families, affiliated companies, suppliers, agents and anyone professionally associated with the promotion.
  4. No purchase is necessary to enter the competition.
  5. The Promotion will start at 00:00 on 29 July 2014 and ends at 23:00 on 6 August 2014.
  6. Click on the link provided (within the email/social posts) and answer the question ‘How many weeks in advance should you book Virgin Train tickets to get amazingly low fares?’ to enter.
  7. There is one (1) Main Prize and five (5) runners up prizes to be won in total via a single prize draw.

    The main prize consists of:

    • 2 pairs of Virgin Trains First Class tickets
    • A voucher for Purnell’s Restaurant in Birmingham with a total value of £150
    • 4 top price tickets to the show of the winner’s choice at the Birmingham Hippodrome Theatre†
    • 2 nights stay in Staying Cool Apartment in Birmingham (sleeps 4) with a bottle of champagne and complimentary Cool for Kids packages††

    5 Runners up prizes, each consist of:

    • One pair of Virgin Trains First Class tickets
  8. Virgin Trains first class travel is only valid in the UK. To see all the valid routes for Virgin Trains please visit www.virgintrains.com.
  9. All correct entries will go into a draw and the winner will be notified by e-mail within 28 days of the draw date.
  10. Once the Winners have been selected at random under independent supervision, they will each be sent an email confirming their win and requesting they confirm their postal address details. WINNERS MUST RESPOND TO THE EMAIL TO CONFIRM THEIR DELIVERY ADDRESS WITHIN 14 DAYS OF THE DATE OF THE EMAIL. In the event the claim for the Prize is not received by the Promoter within 14 days, or the prize is declined, the Promoter reserves the right in its absolute discretion to withdraw prize entitlement and award the prize to a reserve selected at the same time as the original.
  11. Virgin Trains First Class Tickets prize must be used by the winner, before 31 December 2015.
  12. The participant could gain extra entry by sharing their personal referral link with friends. For each successful entry that the participant refers, an additional entry will automatically be awarded.
  13. The prize is not transferable and no cash alternative is available.
  14. Prize excludes any additional food & drinks not included as part of First class onboard service, taxis, transport and any associated costs and expenses (unless otherwise specified).
  15. Virgin Trains will not take responsibility for any lost tickets - replacements cannot be issued.
  16. The winners agree to participate in any reasonable publicity that the Promoter may require.
  17. Virgin Trains endeavours to ensure that the information on the site is accurate but makes no representations or warranties as to accuracy and accepts no liability for the same.
  18. The Promoter does not guarantee continuous uninterrupted or secure access to the website. Numerous factors outside the control of the promoter may interfere with the operation of the Website.
  19. Virgin Trains reserves the right to revise the terms and conditions, information materials and notices on this site from time to time or to temporarily or permanently discontinue the site or any part of it from time to time without prior notice should circumstances make this unavoidable. You should review the terms and conditions each time you visit this site.
  20. By entering this Promotion you consent to the collection, use and transfer of your information under the terms of the Virgin Trains Privacy Policy (www.virgintrains.co.uk/privacy-policy/)
  21. In the event of any dispute regarding the Terms and Conditions, the conduct, results and any other matters relating to this prize draw, the decision of the Promoter shall be final and no correspondence or discussion shall be entered into.
  22. Virgin Trains does not control all sites linked to the site and shall have no liability for the same.
  23. To receive the names and counties of the winners please send a stamped address envelope to: Win a Luxury Weekend in Birmingham, North Wing Offices, Marketing, Euston Station, London, NW1 2HS, UK
  24. Judges decision is final.
  25. Full terms and conditions of travel tickets are available at www.virgintrains.com or by calling 03331031031.
  26. † Sponsored by AKA. Booking needs to be made with the vendor directly and tickets are subject to availability. Must be taken in 2014.

    ††Two nights stay in Birmingham is sponsored by Staying Cool Apartment. Booking needs to be made with the vendor directly and subject to availability. One of the guests must be 21 years old or over. Exclude 31 December.

Win a Luxury Weekend in London Promotion (the "Promotion") Terms and Conditions

  1. The Promotion is organised by Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB (the "Promoter").
  2. By entering this Promotion, the participant will be deemed to have read and understood these Terms and Conditions and be bound by them and the requirements in any other Promotional materials.
  3. This promotion is open to UK residents only (excluding Northern Ireland) aged 18 years or over except employees of Virgin Trains and their families, affiliated companies, suppliers, agents and anyone professionally associated with the promotion.
  4. No purchase is necessary to enter the competition.
  5. The Promotion will start at 00:00 on 29 July 2014 and ends at 23:00 on 6 August 2014.
  6. Click on the link provided (within the email/social posts) and answer the question ‘How many weeks in advance should you book Virgin Train tickets to get amazingly low fares?’ to enter.
  7. There is one (1) Main Prize and five (5) runners up prizes to be won in total via a single prize draw.

    The main prize consists of:

    • 2 pairs of Virgin Trains First Class tickets
    • A voucher for Babylon Restaurant with a total value of £150
    • 4 tickets for the Elephantom†
    • 2 nights stay in Athenaeum Hotel (sleeps 4)††

    5 Runners up prizes, each consist of:

    • One pair of Virgin Trains First Class tickets
  8. Virgin Trains first class travel is only valid in the UK. To see all the valid routes for Virgin Trains please visit www.virgintrains.com.
  9. All correct entries will go into a draw and the winner will be notified by e-mail within 28 days of the draw date.
  10. Once the Winners have been selected at random under independent supervision, they will each be sent an email confirming their win and requesting they confirm their postal address details. WINNERS MUST RESPOND TO THE EMAIL TO CONFIRM THEIR DELIVERY ADDRESS WITHIN 14 DAYS OF THE DATE OF THE EMAIL. In the event the claim for the Prize is not received by the Promoter within 14 days, or the prize is declined, the Promoter reserves the right in its absolute discretion to withdraw prize entitlement and award the prize to a reserve selected at the same time as the original.
  11. Virgin Trains First Class Tickets prize must be used by the winner, before 31 December 2015.
  12. The participant could gain extra entry by sharing their personal referral link with friends. For each successful entry that the participant refers, an additional entry will automatically be awarded.
  13. The prize is not transferable and no cash alternative is available.
  14. Prize excludes any additional food & drinks not included as part of First class onboard service, taxis, transport and any associated costs and expenses (unless otherwise specified).
  15. Virgin Trains will not take responsibility for any lost tickets - replacements cannot be issued.
  16. The winners agree to participate in any reasonable publicity that the Promoter may require.
  17. Virgin Trains endeavours to ensure that the information on the site is accurate but makes no representations or warranties as to accuracy and accepts no liability for the same.
  18. The Promoter does not guarantee continuous uninterrupted or secure access to the website. Numerous factors outside the control of the promoter may interfere with the operation of the Website.
  19. Virgin Trains reserves the right to revise the terms and conditions, information materials and notices on this site from time to time or to temporarily or permanently discontinue the site or any part of it from time to time without prior notice should circumstances make this unavoidable. You should review the terms and conditions each time you visit this site
  20. By entering this Promotion you consent to the collection, use and transfer of your information under the terms of the Virgin Trains Privacy Policy (www.virgintrains.co.uk/privacy-policy/)
  21. In the event of any dispute regarding the Terms and Conditions, the conduct, results and any other matters relating to this prize draw, the decision of the Promoter shall be final and no correspondence or discussion shall be entered into.
  22. Virgin Trains does not control all sites linked to the site and shall have no liability for the same.
  23. To receive the names and counties of the winners please send a stamped address envelope to: Win a Luxury Weekend in London, North Wing Offices, Marketing, Euston Station, London, NW1 2HS, UK
  24. Judges decision is final.
  25. Full terms and conditions of travel tickets are available at www.virgintrains.com or by calling 03331031031.
  26. †The Elephantom is sponsored by AKA. Booking needs to be made with the vendor directly and subject to availability. There is no cash alternative to the prizes, they are non-refundable and non-transferable and not for resale.

    ††2 nights stay in London is sponsored by Athenaeum Hotel. Booking needs to be made with the vendor directly and subject to availability. Prize cannot be used in conjunction with any other offer, not transferable to another individual and no cash or other alternatives will be offered. The winner(s) is (are) responsible for expenses and arrangements not specifically included in the prizes, including any necessary travel documents, passports and visas.

Terms and conditions relating to the online purchase of tickets

  1. Agreement between the customer and thetrainline

    Our enquiry and booking service (the "Booking Service") is offered as a service to you, the customer, by us, Trainline.com Limited (also referred to as "we", "our" and "thetrainline"), either via our website at www.buytickets.virgintrains.co.uk (the "Website"), or via our mobile application (the "Mobile Application").

  2. Supply of train tickets

    These Terms and Conditions (which incorporate our Privacy Policy and Usage Policy) set out the terms of our contract with you in relation to our supply of any ticket that you purchase using the Booking Service. If you do not agree with these terms, you must not use the Booking Service.

  3. Your train journey

    The train operating companies with whom you book tickets through this Booking Service are responsible to you in respect of the provision of the train journey you have booked. All bookings made through the Booking Service 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.

    thetrainline 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.

  4. Third party services

    You can buy third party products and services, other than train tickets via the Booking Service. When you make such a booking via the Booking Service, and your preferred product or service is available, the contract for such third party services (for example, travel insurance or hotel bookings) will be between the relevant supplier and you. We are not a party to any such contractual relationship and you should read the terms and conditions applicable to such third party services carefully.

  5. About thetrainline

    Trainline.com Limited is a company registered in England (with company registration number 3846791). Our registered office is at: The Matrix, 9 Aldgate High Street, London, EC3N 1AH.

    Trainline.com Limited is registered with VAT number 791 7261 06, however, train tickets are currently Zero rated for VAT and so VAT receipts are not routinely offered.

    You can contact our customer services department us by using the contact details supplied in the "help" link.

    thetrainline is a trading name of Trainline.com Limited.

  6. Use of the Booking Service

    Our Booking Service offers an impartial service selling tickets available around the UK representing all train operating companies.

    The Booking Service is designed to provide you with travel information, to assist you in determining the availability of travel-related goods and services and to make travel reservations or other travel-related purchases. You agree that you will only use the travel information facilities of this Booking Service to find out information for yourself or for another person who intends to use or make use of this Booking Service to purchase travel services.

    You confirm that you are at least 18 years old and have authority to use the payment method or billing account details you provide for the purpose of settling any payments due for any purchase made through the Booking Service, or that you owe to us. You also promise that all information supplied by you in using the Booking Service is accurate and that you will not make any speculative, false or fraudulent reservation. You further promise that you will only use the travel services reservations facilities of the Booking Service to make reservations or purchases for yourself or for another person on whose behalf you are legally entitled to act.

    By default this Booking Service provides details of trains and fares which represent the fastest published journey times on the date and at the times selected. In some cases there may be cheaper fares available on other operators' routes or at off-peak times, in which case we provide a link to search for these. We quote prices for, and are able to sell the vast majority of point-to-point train tickets. We shall not be obliged to sell tickets to or reserve a seat for, a person or persons who we have reason to believe may be intending to use it, or the proposed method of payment, fraudulently.

    You acknowledge that you will be financially responsible for any bookings which are made through the Booking Service 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 Booking Service (including where you deliberately or negligently let others use your account).

  7. 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 Booking Service, 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.

  8. Fees and charges

    There may be certain fees and charges payable on top of the ticket price in respect of purchases made via the Booking Service. If applicable, these will be identified during the booking process. Some of these fees are levied by the relevant train operating company which requires us to pass them on to you, the customer.

    You will be responsible for all charges and taxes payable as a result of your use of this Booking Service, including any cost of accessing the Booking Service (for example, internet access charges or mobile data charges).

  9. Issue of tickets

    Some tickets have limited availability. Although we check availability before quoting the fares, we cannot guarantee the availability of such tickets until you confirm the details of your journey immediately prior to payment. However, we do not charge your credit card until your order has been processed. We take all reasonable measures to ensure that the times and fares quoted on our Booking Service are correct. However, despite our efforts, we cannot guarantee that all of the information on our Booking Service (including times and fares) is correct, as our source data is provided from a third party rail information provider. Where we become aware of an error, we will take reasonable measures to rectify it. If you have purchased tickets which are subject to an error, we will refund these in full.

    When we have confirmed your booking by email to your registered email address, we will fulfil your tickets to you using the fulfilment method you selected when you made your booking. 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 Booking Service, please contact us. You must ensure that you are in possession of the tickets 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. We, the train operating company and the ticket inspector reserve the right to refuse to accept your ticket to the extent that it is unsatisfactorily displayed or to the extent that we or they have reason to suspect that a fraudulent use of confirmation, transfer to a different person, or other abuse or reproductions, copies or counterfeits of any ticket are in circulation.

  10. Getting your tickets

    We offer a range of methods to get your tickets. The particular options offered for your booking may differ depending on various factors, including ticket type, train operator, method of purchase and whether or not there is sufficient time to reliably post your tickets.

    Normal post: We will dispatch tickets by normal post to the address you specify during the delivery process. You should ensure that the address provided is correct.

    Next day delivery: We will dispatch tickets by Royal Mail Special Delivery to the address you specify during the delivery process. You should ensure that the address provided is correct. You will need to sign for the tickets upon delivery.

    International post: We will dispatch tickets by International Signed For (TM) post to the address you specify during the delivery process. You should ensure that the address provided is correct. You will need to sign for the tickets upon delivery.

    Collecting tickets at the station: For many bookings we allow you to collect tickets from a range of stations. You must allow sufficient time to collect your tickets before boarding the train. You must have your ticket collection reference, and (unless stated otherwise) the credit/debit card used to make the purchase as identification. You should note any special collection instructions given during the booking process, for example the station opening hours.

    If you are unable to collect your tickets (for example due to the ticket machine(s) being out of service) then you should contact the station staff for further assistance. If there are no staff at the station, you should board your booked train, and make yourself known to the on-train staff at the earliest possible opportunity.

    E-ticket / print@home: For some bookings we allow you to print your own ticket.

    You must ensure that you print the ticket clearly on A4 paper and carry the ticket with you when you travel.

    For identification purposes you must also carry a form of ID (Credit or Debit card, National Railcard, Passport or Driving License) matching the passenger name.

    Tickets are non-transferable and you must ensure that no one else is able to obtain and/or print a copy of your ticket.

    Some train operating companies apply additional restrictions to the use of e-ticket / print@home – you must note any additional restrictions notified during the booking process.

    Mobitix: For some bookings we allow you to travel with Mobitix tickets. Mobitix tickets are paperless tickets that are downloaded onto your compatible mobile phone, whether booked through the Website, or via our Mobile Application.

    When booking Mobitix via the Website, you must check that your mobile phone is compatible with Mobitix by downloading a test ticket where indicated prior to purchase.

    It is your responsibility to ensure that you carry your mobile phone on the relevant journey and that your phone is charged, functional and that you are able to display the ticket for inspection when you travel.

    Due to the wide variety of mobile phone handsets and networks we are unable to offer technical support or assistance.

    You may incur data usage charges from your mobile phone operator for downloading a ticket. You should check with your network provider as to what charges may apply.

    If the booking is for more than one passenger, the passenger who made the booking must carry the card used to make the booking. All passengers travelling under the same booking must travel together at all times.

    We shall not provide duplicate or replacement tickets. The Mobitix ticket must be stored on your Mobile Phone until the date and time of travel and such safekeeping shall be your responsibility. Mobitix are non-transferable.

    By purchasing a Mobitix ticket, you agree to cooperate with the train inspector and let him/her clearly view the ticket on your Mobile Phone and you acknowledge that you may be requested to hand over your Mobile Phone voluntarily for inspection. If you do not produce your ticket or hand over your Mobile Phone upon a request to do so by the train inspector, the train inspector shall be entitled to consider that you are travelling without a ticket.

    Some train operating companies apply additional restrictions to the use of Mobitix – you must note any additional restrictions notified during the booking process.

    Smartcard: For some bookings we allow your ticket to be delivered to your Smartcard.

    If you are using an existing Smartcard you must ensure that you correctly enter your Smartcard reference number – we cannot amend this after payment has occurred.

    You must carry your Smartcard with you when you travel.

    You must ensure that you validate your Smartcard at the start and end of your journey by using either the stand alone validators or ticket barriers as applicable.

    Some train companies apply additional restrictions to the use of Smartcards – you must note any additional restrictions notified during the booking process.

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Our mobile application

  1. Your use of the Mobile Application

    We allow you the right to download, install and use the Mobile Application on your mobile handset to access the Booking Service in accordance with these terms and conditions.

    You may not use the Mobile Application for any purpose other than to access the Booking Service. You do not and will not own the Mobile Application or any information that is provided to you through it or the Booking Service, but you may use these things in accordance with these terms and conditions.

    The Mobile Application is provided to you free of charge and on an 'as is' basis. We have tried to make sure that it will work on each compatible mobile handset, however, we do not promise that the Mobile Application will be suitable for your needs, or that it will work accurately or in a particular way. All implied promises or warranties related to the mobile application, and access to the booking service through it, are excluded.

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  2. Data charges and access

    The Mobile Application requires a correctly configured and functional internet data connection, both for the initial installation, and for use.

    Data charges may be charged to you by your network provider depending on your individual tariff. You are responsible for any such costs. Note that if you are using the Mobile Application on an overseas network, the cost of data usage may be considerably higher than when at home.

    We are unable to provide any warranties as to the levels of connectivity you will receive via your mobile handset. This may depend upon your tariff, your network provider or your corporate policy if you have a work-issued handset. We will not accept any responsibility for any connectivity issues you may experience.

    Please contact your network provider or visit their website if you require assistance configuring a data connection for your phone.

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  3. Support & Communications

    While we have tried to get a broad coverage of mobile devices, our Mobile Application will not work on all mobile handsets. Please refer to our Website for details of the handsets which are able to download our Mobile Application. Download and operation success may depend on handset settings.

    If you have any queries or problems with the Mobile Application, please look at our FAQs for answers to the most common questions we receive from users. If the FAQs do not assist, please contact us at: sales.support.virgintrains@trainsfares.co.uk or 03445 56 56 50. (Please do not contact any distributor of the Mobile Application with a support request as they will not be able to assist you.)

    We may send communications to you through the Mobile Application. These communications may include marketing material, technical and support information, and information on updates or changes. By using the Mobile Application, you agree to us providing you with such communications.

    Please note that we may cease to operate and support the Mobile Application, or a particular version of it, at any time. If this happens, you will be unable to access the Booking Services through the Mobile Application (or the relevant version of it) and you may be unable to download or install fresh copies of the Mobile Application. Where we think that it is reasonable to do so, we also reserve the right to either require you to delete the Mobile Application, or to remotely deactivate the Mobile Application from your mobile handset.

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  4. Updates & Availability

    From time to time, we may issue updates to the Mobile Application, in which case you may not be able to continue use of the version of the Mobile Application installed on your mobile handset without downloading the relevant update. If we issue an update of the Mobile Application without disabling our earlier version installed on your handset, we nonetheless recommend that you download and install all updates issued. We cannot accept any liability for errors which become apparent in old versions of the Mobile Application.

    We are able to suspend access to the Booking Service through the Mobile Application. We can do this for any reason, but will usually only do so when carrying out maintenance on the Mobile Application or the systems supporting it.

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  5. Security

    You can use your Mobile Application to store details of your bookings, favourite journeys and payment card details. You should ensure that your phone is protected by a suitable PIN number or password so that if lost/stolen your stored details cannot be used or accessed.

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  6. Changes, cancellations and refunds

    Whether tickets can be amended and/or cancelled and refunded is determined by the ticket type and these are decided by the train operating companies offering you the fare. We recommend you check these when booking your ticket to ensure you are buying a ticket which meets your requirements.

    If you want to amend the date and time of your booking, and your ticket is amendable, you can make an application for change by telephoning 03445 56 56 50. Unless the change is required due to our breach of these terms or our negligence, a charge will apply per ticket for all changes as stipulated in the ticket terms and conditions. Unfortunately, even where amendment to the date and time of travel is possible, we cannot change the stations you chose to travel between.

    If you want to cancel your booking and your ticket is refundable, you can make an application for a refund online or by telephoning 03445 56 56 50. We will (unless the cancellation/refund is required due to our breach of these terms or our negligence) charge you a refund fee per ticket to process a cancellation or refund. Please note that that where a refund is made it shall be for the ticket price only, and any associated booking fees are non-refundable.

    The level of fees for changes and refunds are generally determined by the train operating companies. The current fees are shown in the ticket terms and conditions available in the booking process.

    If you think that we have sent you a wrong ticket or have otherwise made an error in taking or processing your ticket booking, please contact us by telephoning 03445 56 56 50 and in the event we agree that we have made an error in the booking, we shall issue a replacement ticket or otherwise address the error in our discretion as we consider appropriate given the circumstances.

    We endeavour to process your request within 28 days of receipt of your application. If your refund is approved, we will process your payment back onto the card used to make the purchase (minus our £10 administration fee if applicable). It may take up to 5 working days for a credit to appear on your statement.

    Please note that you will be responsible for the cost of returning any unused, cancelled, exchanged or refunded tickets to us should we require you to do so.

    We shall not be obliged to change, cancel, replace or refund a ticket where we have reason to believe that it is being done so fraudulently.

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  7. 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. If the train company allows us to issue this refund on their behalf, then we shall do so. If not, we will provide you with the contact details of 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 unless the relevant train company gives us permission to do so.

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  8. Liability Disclaimer

    We will use reasonable care and skill to carry out the ticket retailing services contained in the Booking Service within a reasonable time, in accordance with these terms. We do not make any other promises and no other promises shall apply in respect of the information, products, and/or services contained on the Booking Service.

    Please note that we are not responsible for any loss or damage which you suffer in relation to the provision of transport services under tickets purchased through the Booking Service (including any delays, cancellation or disruption to train services). The National Rail Conditions of Carriage and any further terms and conditions imposed by the relevant train operating company will apply to any transport services provided to you in accordance with tickets booked through the Booking Service, and you should read such terms and conditions carefully.

    Where you are an individual using the Booking Service for your own personal purposes and not in the course of a business, we will pay for all reasonable and foreseeable direct costs which you incur in relation to the provision of tickets by us, and which are directly caused as a result of our negligence or a breach of any of these terms by us and which you could not have avoided or reduced by taking reasonable steps. If we fail to deliver any tickets to you for any reason within our control within a reasonable time prior to your departure time, any re-imbursement made by us of the costs of a replacement ticket or an alternative journey by train shall be no more than the cost of the nearest equivalent ticket purchased on the train or at the station.

    We are not responsible for losses that result from, but are not directly caused by, any breach of these terms and conditions, or that are not reasonable or foreseeable by you and us (such as loss of profits or opportunity) even if we are made aware of the possibility of such losses. Our liability shall not, in any event, include losses related to any business of yours, such as lost data, lost profits or business interruption.

    Where you are using this Booking Service in the course of a business, we will be liable for any reasonable and foreseeable direct costs you incur which are caused as a result of our negligence or a breach of these terms up to a limit of the value of the relevant ticket(s) purchased by you, which costs could not have been reduced or avoided by you taking reasonable steps. We will in no circumstances pay or be responsible for any loss of profit, loss of opportunity, loss of business, loss of revenue, wasted time, wasted costs, indirect, incidental, or consequential loss arising out of or in any way connected with the use of this Booking Service or with the delay or inability to use this Booking Service, or for any information, products, and services obtained through this Booking Service, or otherwise arising out of the use of this Booking Service.

    Nothing in these terms limits our liability for death or personal injury directly caused by us.

    All third party suppliers of products, services or content through which we link to from this Booking Service (which may include our selected partners such as providers of hotels, travel insurance companies and car hire companies) are independent entities and we are not responsible or liable for any wrongful act or omission on their part or for any of the content of their web sites, including but not limited to any product liability claims.

    Your mobile telephone supplier and manufacturer, airtime service providers (which for clarity includes telecommunications carriers) and any other retailer acting through an online store portal through which the Mobile Application is distributed, shall not be liable to you in any manner whatsoever in relation to Mobile Applications made available through their channel partners and associated service providers, including (without limitation) in relation to the sale, distribution or use thereof, or the performance or non-performance of the Mobile Application. Your mobile telephone manufacturer, airtime service providers and any such retailer shall be third party beneficiaries of these terms and conditions with you for the purposes of this provision.

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  9. Other Terms

    We may change these terms from time to time. When we do so, we will publish the new version on the Website. Each new version will take effect from the time it is first published on the Website, and from then on will apply to you. However, any changes will not affect existing terms accepted by you when making a reservation or purchase through this Booking Service. If you use the Mobile Application, we will ask you to confirm your acceptance to the most up-to-date version of these terms and conditions whenever you make a booking. If you do not agree to any changes we make to these terms and conditions, you must stop using the Booking Service, the Website and the Mobile Application.

    These terms are intended by us to set out the whole agreement between us and you and any prior communications between us are not included in this agreement. We recommend that you read them carefully to protect your own interests. If you do not think they set out the whole agreement between us, please make sure you ask for any additional terms to be put in writing prior to making any transaction. In that way we can avoid any problems surrounding what you expect us to do. We cannot accept any liability for any reliance placed by you on any statement or representation on this Booking Service, whether made by us or a third party, except to the extent a statement or representation on this Booking Service is made negligently by us.

    If any of these terms are found to be invalid by a court or at law then the remainder of these terms shall continue to apply to the extent that they still make sense without the unenforceable term(s).

    The prices quoted on this Booking Service are in pounds sterling. If you choose to pay for your ticket using a foreign credit or debit card, you will be responsible for the exchange rate and you are advised that changes to your ticket or refunds may be affected by such exchange rate.

    You agree that no joint venture, partnership, employment, or agency relationship exists between you and us as a result of these terms or your use of this Booking Service.

    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.

    You and we agree that English law applies to these terms and conditions and that any dispute between us regarding the Booking Service or arising out of or in connection with these terms and conditions will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be brought before the courts there.

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Privacy policy when booking with us

Your privacy is important to us. This Privacy Policy sets out the procedures Trainline.com Limited has in place in relation to the collection, use and disclosure of information you may provide or we may collect via this Website, the Mobile Application and accompanying booking service (together, the "Booking Service").

  1. Your Consent

    By using this Booking Service, you agree with the terms of this Privacy Policy and whenever you submit information via the Website or Mobile Application, you consent to the collection, use and disclosure of that information in accordance with this Privacy Policy.

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  2. Active Collection of Information

    Some areas of the Website and Mobile Application require you to actively submit information in order for you to benefit from specific features, or make ticket bookings. Some of this information may be personal (namely, information that can identify you, such as your name, address or phone number). We only collect such information when you choose to supply it to us. You confirm that you will only enter information about yourself and that such information is true.

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  3. Passive Collection of Information

    We may collect and process anonymous information about your use of the Booking Service, such as some of the pages you visit and some of the searches you perform. Such information is used by us to help us improve the contents of the site and to compile, for internal market research purposes, aggregate statistics about individuals using it. This kind of anonymous information can be obtained by our use of "cookies". Please see our 'Cookies' section below for more information on our use of cookies.

    Cookies

    Our Website uses cookies. A "cookie" is a small piece of information that is stored within your browser and allows us to identify that requests to our Website originate from your computer, and sometimes provide additional information such as your recent searches on our Website. If you would like to find out more general information about cookies: what they are for, and how to manage them, then you might want to read Google's explanation in their "Good to Know" campaign, written in partnership with the Citizens Advice Bureau; or alternatively visit www.allaboutcookies.org.

    We use the following cookies on our Website:

    Systems cookies: These cookies are created each time you visit our Website and are automatically deleted when you leave our Website and close your web browser. They ensure that the Website works correctly. They also make sure that we remember the fact you are logged in once you log in, and remember the selections that you make as you use the Website. The Website will not work properly without these cookies.

    Identification cookies: These cookies help us remember who you are when you come back and visit our Website and allow you to access your favourite journeys before you log in. These cookies are retained for up to two years after you visit our Website.

    Web analytics cookies/Marketing effectiveness cookies: These cookies allow us to understand general customer behaviour on our Website; such as which bits of our Website customer's use, where they exit the Website and, if anything goes wrong, where it happens; helping us to make our Website better. We also track how customers found our Website, for example which search engine was used or which online adverts were clicked on before visiting our Website, helping us understand our marketing effectiveness. Data is anonymised and aggregated so we can monitor trends and count visitors rather than tracking individual customers. They have no impact on what you see on the Website and do not store or track any of your personal data.

    These cookies are an important part of providing you with an effective service. By using our Website you consent to us creating and retrieving these cookies. By using our Website you agree that you are aware of and understand that these cookies are used on our Website and the purposes for which they are used.

    Additionally, Virgin Trains, may use cookies on our Website in accordance with their privacy policy linked to at the top of this page.

    Most web browsers allow you to configure your browser settings to refuse all or some cookies. How you do this will depend on the web browser you use. However, if you use your browser setting to block all or some cookies it will result in our Website not operating correctly.

    Use of Information collected

    Your personal information submitted to us is used for operational purposes, for example, producing tickets, processing payments or confirming orders, and to personalise your shopping experience by using your purchases and browsing activity to make recommendations to you about products and services that we think may be of interest to you.

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  4. Sharing of Information

    We may share your personal information with third party service providers (including service providers outside of the EU) for the purpose of processing a booking reservation, hotel or travel insurance product or otherwise in relation to fulfilling a booking you have made via the Booking Service. These service providers will only have access to the personal information needed to perform the relevant service and may not use your personal information for any other purpose. They will also be required to use your personal information strictly in accordance with data protection laws, including maintaining adequate security measures to protect such personal information.

    We may also share your personal information (a) with your employer or your employer's travel agency if you are purchasing your ticket as a result of your Employer's Agreement or your Employer's Travel Agency Agreement (as applicable); (b) with any person who takes over our business to use your personal information on the same basis as we do; (c) with the train operator whose services you book; or (d) with legal or regulatory authorities where we are lawfully requested or required to do so, or voluntarily to the Police and similar law enforcement agencies (including fraud prevention and detection), other government agencies or third parties.

    We (and/or the train operating franchise you have booked travel with) may further use your personal information to contact you about new features, services, products and special offers in line with the consent you have provided. If you do not wish to receive this information, you may choose not to do so by clicking where indicated on the member registration page. If you initially wish to receive such material but you change your mind later, you may tell us by using the "update your personal details" page or sending us an email to sales.support.virgintrains@trainsfares.co.uk. Please check the privacy policy of the train operating company you travel with for further details as to how they use your personal information.

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  5. Security

    We take the security of your data very seriously. We employ physical, electronic and administrative security measures to protect the information that we collect about you from access by unauthorised persons and against unlawful processing, accidental loss, destruction and damage. You acknowledge and agree that we shall not be responsible for any unauthorised use, distribution, damage or destruction of personal data, except to the extent we are required to accept such responsibility by the data protection laws.

    You can use your Mobile Application to store details of your bookings, favourite journeys and payment card details. You should ensure that your phone is protected by a suitable PIN number or password so that if lost/stolen your stored details cannot be used or accessed.

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  6. Links to third party Internet sites

    The Website and Mobile Application may contain links to other sites and sources of information. By clicking on these, you will leave the Website or Mobile Application (as appropriate) and this Privacy Policy will not apply to your use of any other sites.

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  7. Changes to this Privacy Policy

    There may be developments in how we use your data. All such developments will be notified to you by updating this Privacy Policy.

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  8. Access to Personal Information

    You are entitled to see the personal information we hold about you and may obtain these details by writing to us at: Virgin Trains, c/o Trainline.com Limited, PO Box 600 6162, Edinburgh, EH11 3YT. We are entitled by law to charge an administrative fee to meet our costs in providing you with such details and we may require proof of your identity before we supply the information to you.

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Website/mobile application usage policy

The Website and Mobile Application are provided by Trainline.com Limited on the terms set out in this Usage Policy. By using the Website or Mobile Application you agree to the terms and conditions set out below (the "terms"). If you do not agree with these terms, you must not use the Website or Mobile Application. This Usage Policy supplements our Terms and Conditions.

  1. Your use

    You agree to use the Website and Mobile 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 Booking Service. 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 or Mobile Application.

    If you do not comply, or if we reasonably suspect that you are not complying, with these terms, we may block your access (either temporarily or permanently) to the Website or Mobile Application.

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  2. Registered Users

    If you register your details with us using our Web Site registration process, we will send you your registered account details (including your password) on completion of the registration process.

    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.

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  3. Intellectual Property

    "thetrainline.com" and "the trainline.com" logos and "thetrainline", "the trainline", "Qjump" and "Q Jump" word marks are some of the registered trademarks owned by us. Other product and company names featuring in the Website and Mobile Application may be the trademarks of their respective owners.

    All contents of the Website and Mobile Application, including any software, are protected by copyright, database right and other intellectual property rights. Nothing contained in these terms shall be construed as conferring any licence or right to use any trade mark, design right or copyright of ours or of any other third party.

    You may not reproduce any part of the Website or Mobile Application in any form unless we agree in writing in advance, except as necessary to use the Booking Service in accordance with these terms or to keep a record of a transaction between you and us. You may not create a hypertext link to the Website or Mobile Application or "frame" the Website or Mobile Application unless we agree in writing in advance. Use of any automated system or software to extract data from the Website or Mobile Application (including screen scraping or account aggregation) is prohibited.

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  4. Liability Disclaimer

    While we try to ensure that all content provided by us is correct at the time of publication, certain information is compiled and provided by third parties, and no responsibility is accepted by us or on our behalf for any errors, omissions or inaccurate content on the Website or Mobile Application. If you believe that you have noticed an error, please write to us to let us know.

    We take measures to keep the Website and Mobile Application free from computer viruses and other malicious programs. However, we cannot accept responsibility for any computer viruses or other malicious programs which are transmitted to your computer as a result of your use of this Website or a third party web site, or which are transmitted to your mobile handset as a result of your use of the Mobile Application, unless this was due to our negligence or a breach of these terms by us. You acknowledge that it is your responsibility to implement sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the accuracy of data input and output.

    We cannot guarantee the availability of the Website or Mobile Application. As with any service over the Internet or mobile network there are factors over which we have no control, for which we cannot accept liability. You agree that we may take the Website or Booking Service offline where we consider that this is necessary for routine or emergency maintenance without liability to you.

    To the extent permitted by law, we exclude all representations and warranties (whether express or implied by law), including the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy. We do not guarantee the timeliness, completeness or performance of the Website, Mobile Application or Booking Service or any of the content.

    Nothing in these terms limits our liability for death or personal injury directly caused by us.

    All third party suppliers of products, services or content which we link to from the Website or Mobile Application, or within the Booking Service, (which may include our selected partners such as providers of hotels, travel insurance companies and car hire companies) are independent entities and we are not responsible or liable for any wrongful act or omission on their part or for any of the content of their web sites, including but not limited to any product liability claims. You should read the terms and conditions of any third party suppliers carefully.

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Virgin Trains is the trading name for Virgin Rail Group Holdings and its subsidiaries as follows:
Virgin Rail Group Holdings Limited Registered in England and Wales No. 4196341. Virgin Rail Group Limited Registered in England & Wales No. 328548. West Coast Trains Limited Registered in England and Wales No. 3007940. Registered Office The Battleship Building, 179 Harrow Road, London, W2 6NB

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