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.resolu[email protected] or by post to Virgin Trains, Customer Resolutions Centre, Freepost RRAE-UJZZ-ESUR, 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 unless otherwise stated. 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. Advertised 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 & Conditions relating to website cookies

On our dedicated Cookies pages you'll find more information on all the Cookies used on this site.

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Terms & Conditions relating to email signup

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 your preferences change or you wish to unsubscribe you may do so at any point using the link included in our emails.

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Terms & Conditions relating to using Station & Onboard WiFi

    Acceptance of Terms and Conditions of Use

    You must read and accept these terms and conditions before you access and use our Onboard and Station WiFi Service. By accessing and using the Service you agree to be bound by the terms and conditions set out below. These terms and conditions, the Fair Usage Policy, the Privacy Policy and the Cookie Policy together make up the terms and conditions of accessing the Service (hereinafter referred to as the "Terms"). If you do not wish to be bound by the Terms, please do not continue to register and/or use the Service.

    If you are under the age of 18 you must obtain the permission of your parent or guardian to use the Service. By using the Service, you confirm that you are either over the age of 18 or that you have obtained such permission.

    By registering for the WiFi service, you represent that you have read, understand and agree to the terms and conditions of this agreement. Your electronic acceptance of the Agreement by registering for the sign-up page has the same effect as if you had actually signed the Agreement. The effective date of this Agreement is the date that you register. If you have any questions about these Terms, please contact us at [email protected] before continuing.

    Interpretation and Definitions

    In this contract:

    • "Business Day" means a day (other than a Saturday or Sunday) on which banks in London are normally open for general business.
    • "us", "we" or "our" means WEST COAST TRAINS LIMITED ("VIRGIN TRAINS") and "you" or "your" means the Customer. "parties" means both VIRGIN TRAINS and the Customer.
    • "Cookie Policy" means our policy relating to cookies that applies when using the Service. This policy can be found by clicking here.
    • "Customer" means the person using the Service (i.e. you).
    • "Fair Use Policy" means the fair use policy at clause 9.
    • "Free Access" means the provision of the Service free of charge.
    • "VIRGIN TRAINS" means VIRGIN TRAINS of The Battleship Building, 179 Harrow Road, London, W2 6NB, registered in England and Wales with company number 3007940.
    • "VIRGIN TRAINS WiFi Partner" means a third party that owns or controls a Site which has VIRGIN TRAINS public WiFi service installed on it.
    • "Opt Out" means the Customer has the express option to opt out of receiving marketing and other electronic communications from VIRGIN TRAINS and/or carefully selected third parties.
    • "Privacy Policy" means our policy relating to privacy that applies when using the Service. This policy can be found by clicking here.
    • "Push Notification" means a message which is delivered directly by VIRGIN TRAINS to your Device during the course of providing the Services to you.
    • Service" means the VIRGIN TRAINS WiFi network which is being run by VIRGIN TRAINS or on behalf of a VIRGIN TRAINS WiFi Partner and which allows you to access data services while you are near a Site.
    • Site" means each physical location which has access points offering the Service.

    WiFi & Internet Service (Onboard)

    Fee

    The Internet Service on the train, available through the Onboard WiFi Service, is provided "free of charge" to First Class Customers and selected services in Standard Class. While on a chargeable basis for the remaining Standard Class Customers, where provided on Virgin Trains' services, subject to the terms of this Agreement. The fees for the Internet Service are as stated on the WiFi Service login pages and are subject to change without due notice. All purchased passes shall be honoured if changes are made prior to expiry of any purchased passes.

    Provision of Service

    User is responsible for providing all hardware and other equipment required to access and use the Internet Service and WiFi Service (a "unit"). Virgin Trains recommends an 802.11b/g-compatible (or newer) computer, computer card, and/or device to access the WiFi Service. You are responsible for ensuring the compatibility of your unit with the WiFi Service. The availability and performance of the WiFi Service is subject to all memory, storage and other Unit limitations.

    The WiFi Service is available to your device only when it is within the range of our Wireless LAN 'HotSpots' system.

    All WiFi Services are provided on an "as is" basis. Virgin Trains does not warrant that the WiFi Service is fault free or fit for any particular purpose, or that our system is secure. You assume all responsibility and risk for use of the WiFi Service.

    Virgin Trains will always try to make the WiFi Service available, but it may be interrupted, limited or curtailed due to maintenance and repair work, transmission or equipment limitations/failures, collocation failures or due to an emergency. Virgin Trains is not responsible for data, messages or pages that you may lose or that become misdirected because of interruptions or performance issues with the WiFi Service.

    Virgin Trains reserves the right to immediately, and without notice, suspend your access to the WiFi Service if Virgin Trains suspects that you are transmitting a virus (or any other manipulating program capable of modifying other programs and replicating itself).

    Network speed is no indication of the speed at which your device or the WiFi Service sends or receives data. Actual network speed will vary based on unit configuration, compression and network congestion. The accuracy and timeliness of data sent or received is not guaranteed and you accept that delays or omissions may occur.

    Virgin Trains does not warrant that any particular virtual private network will be compatible with the WiFi Service.

    Virgin Trains will not supply any software to you in connection with the WiFi Service. If you use software packages, applications or configurations then you accept the risk of any failure of the WiFi Service resulting from the use of such software packages, applications or configurations.


    Station WiFi

    Fee

    There is no fee for use of station WiFi

    Registration

    To subscribe to the Service you must complete the registration process. Please make sure that your registration details are correct and up to date, as we may use them to contact you about the Service.

    You are responsible for keeping your details confidential.

    If you register to use free access

    You are permitted to access the Service free of charge, subject to these Terms (including the Fair Usage Policy; you should not permit other people to use your personal details and you are responsible for preventing any unauthorised use. If you discover you have made a mistake with your personal details after you have submitted them to Virgin Trains, please contact us at [email protected] immediately so the mistake can be rectified as soon as possible; you should contact Virgin Trains at [email protected] as soon as possible if you believe that anyone has obtained your personal details without your permission or if you become aware of any other breach of security in connection with the Service.

    Provision of Service

    We will provide the WiFi Service to you in accordance with the Terms.

    The WiFi Service allows you to access the Internet. The Internet is separate from the WiFi Service and use of the Internet is at your own risk and subject to any applicable laws. We have no responsibility for any goods, services, information, software, or other materials you obtain when using the Internet or otherwise in connection with or arising from your use of the Internet.

    We will provide the Service with reasonable skill and care.

    We will use reasonable efforts to provide uninterrupted Service but from time to time faults may occur, which we will repair as soon as reasonably practicable.

    Whilst we will take all reasonable precautions against viruses, we cannot guarantee that the Service will be free of viruses, trojans, malware and/or other threats to your property. It is your responsibility to ensure that you have up to date firewall and anti-virus software installed.

    Occasionally we may, for operational reasons, change the codes or the numbers used by us for the provision of the Service or the technical specification of the Service, provided that any change to the technical specification does not materially affect the performance of the Service or are reasonably necessary to continue to provide the Service as a result of the change to circumstances:

    • Give you instructions which we believe are necessary for reasons of health, safety, security or the quality of any telecommunications service provided by us to you or any other customer; or temporarily suspend the Service because of an emergency or for operational maintenance or improvements. The Service will be restored as soon as reasonably practicable.
    • We may change these Terms at any time. Where we make any changes to the Terms, you will need to accept the revised Terms and you may need to re-register as a new user. If we are going to make changes to the Terms or the Service to your material detriment, we will try to give you notice of the changes before they take place. For changes that we need to make in a hurry (for instance, to meet regulatory requirements) we may not always be able to give you advance notice and in this case, we will try to notify you as soon as we can. Your continued use of the Service after any changes have been made to the Terms indicates your acceptance of the changes.
    • By using this Service, you are consenting to us collecting and using technical information about the computer, laptop, mobile phone or other device ("Devices") used to access the Service and related software, hardware and peripherals for the Services that are internet-based or wireless to improve our products and to provide any Service to you and for the purposes stated in the Privacy Policy.
    • The Service will make use of location data sent from the Devices. If you use the Service, you consent to us and our affiliates' and licensees' transmission, collection, maintenance, processing and use of your location data to provide and improve location-based products and services.

    Monitoring the WiFi Services

    Virgin Trains has no obligation to monitor the WiFi Service, but may do so and disclose information regarding use of the WiFi Service for any reason if Virgin Trains, in its sole discretion, believes that it is reasonable to do so, including to:

    • satisfy laws, regulations or governmental or legal requests,
    • operate the WiFi Service properly or,
    • protect itself and its customers.
    • Likewise, Virgin Trains may cooperate with legal authorities and/or third parties in the investigation of any suspected or alleged crime or civil wrong.

    Security

    Wireless systems, such as the WiFi Service, use radio channels to transmit voice and data communications over a complex network. Privacy cannot be guaranteed. Virgin Trains is not liable to User or any other party for any lack or invasion of privacy that may occur or be experienced while using the WiFi Service. User acknowledges that the WiFi Service is not inherently secure and that wireless communications can be intercepted by equipment and software designed for that purpose. User further acknowledges that he/she is responsible for taking such precautions and providing such security measures best suited for User's situation and intended use of the WiFi Service. User agrees to and hereby assumes all risks (including, but not limited to, the risks of damage caused by hackers, worms, Trojans or viruses) arising from, connected to or resulting from User's use of the WiFi Service.


    Use of WiFi Services

    The WiFi Services are not intended for tenant, vendor or business use and should not be used for business processes. VIRGIN TRAINS is not responsible for any impact to or interruption of business resulting from the use of the WiFi Service.

    User agrees not to use or attempt to use the WiFi Service for any fraudulent, unlawful, harassing, or abusive purpose or so as to damage or cause risk to VIRGIN TRAINS, its business, reputation, employees, other Users, equipment or any third person. Improper uses specifically include (but are not limited to):

    • Posting or transmitting content User does not have the right to post or transmit;
    • Posting or transmitting content that infringes a third party's trademark, patent, trade secret, copyright, publicity, privacy, or other right;.
    • Posting or transmitting content that is unlawful, untrue, stalking, harassing, libellous, defamatory, abusive, tortious, threatening, obscene, hateful, abusive, harmful or otherwise objectionable as determined in VIRGIN TRAINS’ sole discretion;
    • Attempting to intercept, collect or store data about third parties without their knowledge or consent;
    • Accessing, tampering with or using non-public areas of the WiFi Service;
    • Attempting to probe, scan or test the vulnerability of any system or network or to breach security or authentication measures;
    • Sending or attempting to send unsolicited messages, including without limitation, promotions or advertisements for products or WiFi Services, "pyramid schemes," "spam," "chain mail" or "junk mail";
    • Impersonating any person or entity or falsely stating or otherwise misrepresenting your affiliation with a person or entity;
    • Forging headers or otherwise manipulating identifiers in order to disguise the origin of any material transmitted through the WiFi Service;
    • Transmitting any material that contains software viruses or any other "mal-code" designed to interrupt, destroy or limit the functionality of any computer software or hardware or telecommunications equipment;
    • Interfering with or disrupting the WiFi Service or servers or networks connected to the WiFi Service, or disobeying any requirements, procedures, policies or regulations of networks connected to the WiFi Service;
    • Using the WiFi Service for high volume data transfers, especially sustained high volume data transfers, hosting a web server, IRC server, or any other server;
    • Using the WiFi Service for voice content related WiFi Services including, without limitation, chat lines;
    • Using any automatic method to avoid inactivity disconnect or to otherwise maintain a connection unless actively using it; or re-selling the WiFi Service.

    In the event that the User violates this acceptable use policy, VIRGIN TRAINS may take any one or more of the following actions, or other actions not listed, at VIRGIN TRAINS’ sole discretion:

    • Issue warnings, written or verbal;
    • Temporarily suspend User's access to the System;
    • Permanently terminate User's access to the System; and/or
    • Bring legal action to enjoin violations and/or to collect damages, if any, caused by violations.

    You must take whatever steps you consider necessary to back-up and protect any data on your IT systems over and above any measures included with our Service to protect your IT systems from viruses, trojans, malware and other threats to your property.

    Your use of the service may also be subject to additional terms and conditions of a VIRGIN TRAINS WiFi partners, our suppliers or sub-contractors ("Additional Terms"). Any such terms and conditions will be brought to your attention by such VIRGIN TRAINS WiFi Partner. If applicable, by accessing and using the Service you agree to be bound by such Additional Terms.

    Access to Sites and the Service

    We cannot guarantee access to any of the Sites for you to use the Service or guarantee that the Service will continue to be available from a specific Site. Access to Sites and to the Service will depend on the available network coverage at the Site and will be proportionate to the number of WiFi access points, their location and the environment in which they are installed, atmospheric and radio interference and any technical limitations applicable to our equipment or your equipment and devices.

    Roaming

    Virgin Trains as part of the Service may offer you the opportunity to use the Service at two or more different sites operated by two or more Virgin Trains WiFi Partners without the need to re-register at each separate site. In the event that you, having registered to use the Service at one Site, enter another Site operated by another Virgin Trains WiFi Partner who has purchased the Virgin Trains roaming service, the service will recognise your device and you may be given the opportunity to use the Service without registering by simply making use of the Service. In the event that you make use of the Service at more than one Site, you acknowledge and agree that your personal data (as provided by you previously) will be disclosed to each additional Virgin Trains WiFi Partner.

    Access Limitations and Fair Use Policy

    It is not the intent of Virgin Trains to allow unlimited access to the entire internet. Video and audio streaming, file sharing and websites requiring high bandwidth demands on the WiFi Service shall not be permitted. Nor is it the intent of Virgin Trains to create a traditional or limited public forum (i.e., a free speech arena). Therefore, in providing this WiFi Service, Virgin Trains may restrict access to certain sites and communication protocols found to be malicious and inappropriate or terminate User's access to this WiFi Service if User uses it to access pornographic, adult-oriented, hate or spyware matter or websites. User agrees and acknowledges this WiFi Service provides only limited access to the Internet. User agrees to waive any claims, including, but not limited to, claims that may arise from Virgin Trains's decision to block access to pornographic, adult-oriented, hate or spyware matter and websites through this WiFi Service. User also agrees not to use this WiFi Service in any unauthorized manner to download any copyrighted matter, whether in audio, video, photographic, textual or any other format, nor to download any pornographic, adult-oriented, hate or spyware matter, whether in audio, video, photographic, textual or any other format. Virgin Trains operates a "Fair Use Policy" whereby it reserves the right to restrict the User's WiFi Service connection speeds or even terminate the session if excessive usage is incurred during a session. Virgin Trains currently defines "Excessive Usage" as being transmitting and receiving greater than 100 Megabytes per 6 hour session. Virgin Trains reserves the right to modify its definition of Excessive Usage without notice in future revisions to this Agreement. We accept no liability arising from your inability to use the Service or access specific content as a result of the restrictions imposed by the Fair Usage Policy or any content filtering.

    Notice of Problems or Complaints

    If User experiences a problem accessing or using the WiFi Service, the problem should be reported by calling the phone number posted on the Support/FAQs page within two (2) days of the date on which the problem occurred.

    Any notice or other communication required to be given to a party under or in connection with the Terms shall be in writing and shall be delivered by hand or sent by pre-paid first-class post or other next Business Day delivery service at its registered office (if Virgin Trains) or (in any other case) its principal place of business or residential address, or sent by fax to the other party's main fax number.

    Any notice or communication shall be deemed to have been received if delivered by hand, on signature of a delivery receipt or at the time the notice is left at the proper address, or if sent by fax, at 9.00 am on the next Business Day after transmission, or otherwise at 9.00 am on the second Business Day after posting or at the time recorded by the delivery service.

    Termination

    Without prior notice, Virgin Trains may terminate this Agreement or User's access to the WiFi Service for any reason, including, without limitation, if Virgin Trains, in its sole discretion, believes User has violated this Agreement.

    Indemnity

    User agrees to defend, indemnify, and hold Virgin Trains harmless from and against any and all claims, demands, actions, liabilities, costs or damages arising out of User's use of the WiFi Service or of any violation by User of this Agreement. User further agrees to pay Virgin Train's reasonable attorneys' fees, experts' fees and other costs in any action or claim under this Agreement.

    Modifications

    Virgin Trains may, at its sole discretion, modify the terms and conditions of this Agreement. Such modifications shall be binding and effective upon the date of posting. User agrees to review the terms and conditions prior to each use of the WiFi Service to maintain awareness of any modifications. By continuing to use the WiFi Service after such postings, User agrees to accept and agree to any and all such modifications.

    Refunds Policy

    If User has purchased a pass for Onboard WiFi, User may claim a refund or replacement voucher only under the following conditions:

    • User has been unable to connect to the WiFi Service and has sought assistance from the support team on 03300881271 within the usable period of the purchased pass;
    • User claims a refund within 7 days of the date and time of purchase of the pass, by emailing VIRGIN TRAINS at [email protected] entitled "Refund Claim", detailing:
    • User's name, email address and contact number;
    • The purchased pass details including the access code, size, amount paid and time and date bought; and/or
    • The train service (scheduled start and end station and start time) or train ID that the pass was bought on.

    Reasons for the Claim.

    Note that claims for a refund or replacement will not be considered for the following reasons:

    • WiFi Service connection speed;
    • Incorrect device configuration by the User;
    • Lost or stolen pass;
    • User has sent and received a total of greater than 10 Mbytes within the pass validity period (as determined by VIRGIN TRAINS’ records);
    • If, in the sole opinion of VIRGIN TRAINS the claimant is a vexatious claimant who has a history of claiming refunds with no substantive reason or evidence to corroborate their claims;
    • The conditions explained in paragraphs 6 and 7 above in these Terms and Conditions.
    • VIRGIN TRAINS will verify the above details prior to processing any claim and if VIRGIN TRAINS agrees to such claim, User will be offered a replacement pass or a full refund.

    Intellectual Property

    Where software is provided by us to enable you to use the Service, we grant you a revocable, non-exclusive, non-transferable licence to use the software for that purpose.

    You will not, without our prior written consent, copy, decompile or modify the software, nor copy the manuals or documentation (except as permitted by law).

    You will sign any agreement reasonably required by the owner of the copyright in the software to protect the owner's interest in that software.

    You shall indemnify us and all third parties involved in providing the Service to you against all liabilities, costs and expenses (including all interest, penalties, legal costs and other reasonable professional costs and expenses), damages and losses (including but not limited to any direct, indirect, special or consequential losses) suffered or incurred by us, or the third party, as the case may be, arising out of or in connection with any claim made against us, or the third party, as the case may be, for actual or alleged infringement of a third party's intellectual property rights arising out of or in connection with your use of the Service.

    How we use your Information

    We will deal with your personal data in compliance with the current data protection legislation in England and in accordance with the Privacy Policy.

    You authorise us to use and disclose, in the UK and abroad, information about you and your use of the Service including, but not limited to, how you conduct your account being used, analysed and assessed by us and selected third parties for marketing purposes including, amongst other things, to identify and offer you by phone, post, on your mobile phone, email, text (SMS) or other means, our mobile network and any other products, services and offers which we think might interest you. You can obtain further details from the Privacy Policy (which can be found by clicking here).

    From time to time, we may (without notice to you) review, record or check your use of the Service where we are required to do so to make sure you are complying with any laws or regulations, or where ordered to do so by any court or other body or authority with the power to require such monitoring, or for our own internal purposes to make sure you are complying with the Terms.

    Disclaimer of Warranties & Limitation of Liability

    Except for certain products and services specifically identified as being offered by Virgin Trains, Virgin Trains does not control any materials, information, products, or services on the Internet. The internet contains unedited materials, some of which are sexually explicit or may be offensive to User. Virgin Trains has no control over and accepts no responsibility for such materials. User assumes full responsibility and risk for use of the WiFi service and the Internet and is solely responsible for evaluating the accuracy, completeness, and usefulness of all WiFi services, products and other information, and the quality and merchantability of all merchandise provided through the WiFi service or the Internet.

    This WiFi service is provided on an "as is" and "as available" basis. Virgin Trains does not warrant that the WiFi services will be uninterrupted, error-free, or free of viruses or other harmful components. Virgin Trains makes no express warranties. User waives all implied warranties including, but not limited to, warranties of title, non infringement, merchantability, and fitness for a particular purpose regarding any merchandise, information or WiFi service provided through Virgin Trains or the Internet. User expressly acknowledges that there are risks, and assumes all responsibility related to, the security, privacy and confidentiality risks inherent in wireless communications and technology. Virgin Trains does not make any assurances or warranties relating to such risks. No advice or information given by Virgin Trains or its Representatives shall create a warranty.

    Virgin Trains and its Employees are not liable for any costs or damages arising, either directly or indirectly, from user's use of the WiFi service or the Internet, specifically including any indirect, incidental, exemplary, multiple, special, punitive or consequential damages.

    Nothing in the Terms shall restrict or exclude either party's liability for fraud or for death or personal injury caused by it or its employees' or agents' negligence, nor for any other liability which cannot be excluded or limited by law. If any part of the Service is not available to you through no fault on our part or where the failure, suspension or withdrawal of the service is beyond our reasonable control, we shall not be obliged to pay any compensation to you. We are not liable to pay damages if anyone else, other than you or us with your permission:

    • Gains access to your connection to the Service or your equipment; or
    • Gains access to, destroys or distorts any data or information held by you or about you by us;
    • We are not responsible for any goods or services supplied in a separate agreement or otherwise with another supplier, even if access to those goods or services is obtained through the Service;
    • We decide to no longer provide you with the Service.

    You shall at all times be under a duty to mitigate any losses suffered by you. The provisions of this clause 9 shall survive termination.

    You may cancel your subscription to the Service at any time by notifying us at [email protected] Upon receipt of such notice we shall deactivate your account.

    Waiver

    Any failure to exercise, or any delay in exercising, any right or remedy provided under this agreement or by law shall not constitute a waiver of that or any other right or remedy, nor shall it preclude or restrict any further exercise of that or any other right or remedy.

    Jurisdiction, Venue & Limitations

    This Agreement is governed by English law without regard to conflict of law provisions. The courts located in England & Wales alone have jurisdiction over all disputes arising out of or related to this Agreement and the WiFi Services. User consents to the personal jurisdiction of such courts sitting in England & Wales with respect to such matters. User further agrees, unless prohibited by law, that any controversy, claim, or dispute related to this Agreement or the WiFi Service must be brought by User within one (1) year of the date User is entitled to assert such claim.

    Severability

    If any provision of these terms and conditions is held to be unenforceable, such holding will not affect the validity of any of the other provisions of these terms and conditions.

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Terms and Conditions for Train Simulator

  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. Employees or agents of Virgin Trains and/or any of its group undertakings are not eligible to enter. Proof of ID might be required before the prize is awarded.
  4. The prize is open to Virgin Red UK residents over the age of 16
  5. By entering into the promotion, you hereby confirm that all information submitted by you is true, current and complete.
  6. Virgin Red members will have to adhere to the entry mechanics within the Virgin Red app before they can redeem the prize offer.
  7. Prize Terms and Conditions:
    • a. Virgin Trains train simulator experience for a Virgin Red member and up to three guests and Virgin Trains Standard class ticket
    • b. Virgin Trains Standard class travel is only valid in the UK
    • c. The Standard tickets are only valid on Virgin Trains routes across the West Coast Mainline
    • d. A Virgin Red member must be present
    • e. Proof of the Virgin Red app must be present on the day of travel and when asked must be presented to Virgin Trains staff
    • f. All travel is subject to National Rail Conditions of Travel
    • g. No reservation necessary however seats cannot be guaranteed on busier train services
    • h. Prize excludes any taxis, transport and any associated costs and expenses
      • i. Virgin Trains will not take responsibility for any lost tickets - replacements cannot be issued
  8. The winner must book the Trains Simulator experience at a minimum of four week in advance.
  9. The Train Simulator experience will last on average for three hours and will commence during the day. No evening slots are available to book.
  10. Children must be accompanied by an adult.
  11. The Train Simulator experience is held at Tatton House, Westmere Drive, Crewe, CW1 6ZD
  12. The voucher is limited to one use only.
  13. This offer is not valid in conjunction with any other offer.
  14. The decision of Virgin Trains as to who has been awarded a voucher code is final, and no correspondence will be entered into. Virgin Trains may, at its sole discretion, substitute any offer for a prize of a similar nature and/or comparable value. A cash alternative is not available and the prize is non-refundable and non-transferable
  15. Virgin Trains accepts no responsibility or liability for any error, omission, interruption, deletion, defect, delay in operation or transmission, communications line failure, theft, destruction, alteration of or unauthorised access to entries, or entries lost, incomplete or delayed, whether or not arising during operation or transmission as a result of server failures, virus, bugs or other causes outside its control. All lost, damaged or incomplete entries will be deemed invalid. Proof of entry shall not be proof of delivery or receipt. Only entries received in accordance with these terms and the website instructions will be acceptable. Failure to action the voucher code within a reasonable time will result in the voucher code being discontinued.
  16. In the event that the winner declines the prize, Virgin Trains may elect, at its own discretion, to select another qualifying Virgin Red member.
  17. The terms and conditions of the supplier of goods and/or services will apply and you must accept and comply with them.
  18. Any personal data relating to entrants will be used solely in accordance with current UK data protection legislation and will not be disclosed to a third party without the individuals’ prior consent.
  19. By entering into the competition, you are deemed to accept these terms and all other terms and conditions. Virgin Trains may, at its sole discretion, change the dates of entry into the competition and/or the dates on which the competition will be promoted, and Virgin Trains reserves the right to alter, amend or withdraw these terms and/or the competition without prior notice.
  20. These terms and conditions are governed by and construed and performed in accordance with the laws of England and Wales, whose courts shall be the courts of exclusive jurisdiction.

Terms and Conditions for Virgin Trains UGC

We love your content and would like permission to use it for promotional purposes. By granting us permission to use your content using the hashtag #VTDiscover, you confirm that:
  1. You own the intellectual property rights, and are the original creator of the photo or video.
  2. You grant Virgin Trains a non-exclusive, royalty-free licence to copy, edit, publish, sub-licence and otherwise exploit the Content in any media throughout the world in connection with any promotional or other activities that they undertake, including but not limited to use on our social channels, website, blog, media outreach or advertising. 
  3. The content does not infringe any third-party trademarks, copyrights or proprietary rights.
  4. You have permission from anybody personally identifiable in the submitted content for Virgin Trains to use the content in the terms set out above. In the case of children, the parent or guardian must give their consent.
  5. You understand there is no obligation for Virgin Trains to use your content.
  6. You agree not to take any legal action against, and release and discharge Virgin Trains and its partners, from all claims in connection with the use of the submitted content.

If you do not agree to the above terms, please do not use the hashtag #VTDiscover when responding to our request to use your content.

 

Terms & 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 Resolutions Satisfaction Survey via SurveyMonkey following a complaint or query raised with the Customer Resolutions team, and provide a contact email address on the Survey where requested.
  3. Only one entry is permitted per individual per contact with Customer Resolutions.
  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 on any Virgin Trains service on the West Coast Mainline, subject to availability.
  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 prize winner.
  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 (excluded to the extent permitted by law).
  9. 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.
  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 awarded 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. The Judges decision is final.
  16. Promoter: 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.

Terms and Conditions for Virgin Red First Class Upgrade: £15 for two

  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. Employees or agents of Virgin Trains and/or any of its group undertakings are not eligible to enter. Proof of ID might be required before the prize is awarded.
  4. The prize is open to Virgin Red UK residents over the age of 16.
  5. By entering into the promotion, you hereby confirm that all information submitted by you is true, current and complete.
  6. Virgin Red members will have to adhere to the entry mechanics within the Virgin Red app before they can redeem the prize offer.
  7. Virgin Red winners will receive a voucher code that entitles two First Class upgrades for £15
  8. Each voucher code is unique, time restricted to 1 hour validity and valid for two one-way bookings
  9. The voucher code is valid for First Class upgrades on Virgin Trains West Coast Mainline only
  10. A Standard class ticket must have been purchased prior to the First Class upgrade. The upgrade can be applied on any Standard class tickets
  11. Prize Terms and Conditions:
    • Virgin Trains First Class upgrade for £15 for 2 people
    • Virgin Trains First Class travel is only valid in the UK
    • Voucher is only valid on Virgin Trains only
    • Voucher code must be used by a Virgin Red member
    • Proof of Virgin Red app must be present on the day of travel and when asked must be presented to Virgin Trains staff
    • All travel is subject to National Rail Conditions of Travel
    • No reservation necessary however seats cannot be guaranteed on busier train services
    • Prize excludes any taxis, transport and any associated costs and expenses
      • Virgin Trains will not take responsibility for any lost tickets - replacements cannot be issued
  12. The voucher code is limited to one use only.
  13. This offer is not valid in conjunction with any other offer.
  14. The decision of Virgin Trains as to who has been awarded a voucher code is final, and no correspondence will be entered into. Virgin Trains may, at its sole discretion, substitute any offer for a prize of a similar nature and/or comparable value. A cash alternative is not available and the prize is non-refundable and non-transferable
  15. Virgin Trains accepts no responsibility or liability for any error, omission, interruption, deletion, defect, delay in operation or transmission, communications line failure, theft, destruction, alteration of or unauthorised access to entries, or entries lost, incomplete or delayed, whether or not arising during operation or transmission as a result of server failures, virus, bugs or other causes outside its control. All lost, damaged or incomplete entries will be deemed invalid. Proof of entry shall not be proof of delivery or receipt. Only entries received in accordance with these terms and the website instructions will be acceptable. Failure to action the voucher code within a reasonable time will result in the voucher code being discontinued.
  16. In the event that the winner declines the voucher code, Virgin Trains may elect, at its own discretion, to select another qualifying Virgin Red member.
  17. The terms and conditions of the supplier of goods and/or services will apply and you must accept and comply with them.
  18. Any personal data relating to entrants will be used solely in accordance with current UK data protection legislation and will not be disclosed to a third party without the individuals’ prior consent.
  19. By entering into the competition, you are deemed to accept these terms and all other terms and conditions. Virgin Trains may, at its sole discretion, change the dates of entry into the competition and/or the dates on which the competition will be promoted, and Virgin Trains reserves the right to alter, amend or withdraw these terms and/or the competition without prior notice.
  20. These terms and conditions are governed by and construed and performed in accordance with the laws of England and Wales, whose courts shall be the courts of exclusive jurisdiction.

Terms and Conditions for Free Alcoholic Drink in Euston's First Class Lounge

  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. Employees or agents of Virgin Trains and/or any of its group undertakings are not eligible to enter. Proof of ID might be required before the prize is awarded.
  4. The prize is open to Virgin Red UK residents over the age of 18
  5. By entering into the promotion, you hereby confirm that all information submitted by you is true, current and complete.
  6. Virgin Red members will have to adhere to the entry mechanics within the Virgin Red app before they can redeem the prize offer.
  7. Virgin Red winners will receive a unique voucher code that entitles Virgin Red members to one free drink in London Euston’s First Class lounge.
  8. Champagne is excluded for the offer.
  9. Each voucher code is unique and only valid on First Class train booking in and out from London Euston
  10. The voucher code is valid for Virgin Red members travelling First Class along the West Coast Mainline route.
  11. The voucher code is limited to one use only per customer, per journey.
  12. The voucher must be presented to a member of staff in the Virgin Trains First Class lounge.
  13. The voucher has no cash value and cannot be exchanged in connection with any other offer.
  14. In the event of unforeseen circumstances, Virgin Trains reserves the right to cancel the promotion without prior notice.

Terms and Conditions for Amazon Alexa Skill

The Amazon Alexa skill is provided by West Coast Trains Limited ("Virgin Trains"). By using the Amazon Alexa Skill you agree to these terms and conditions set out below (the "terms"). If you do not agree with these terms, you must not use the Amazon Alexa Skill..

  1. Your use

    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 Amazon Alexa Skill.

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  2. Intellectual Property

    All contents of the Amazon Alexa Skill, 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 Amazon Alexa Skill 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.

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  3. Tickets and Refunds

    All tickets purchased via the Amazon Alexa Skill will be Advanced tickets which will be available on Virgin Trains West Coast routes. Refunds of these tickets will be possible for a trial period of the Skill. Once the trial period has finished, then the usual ticket rules apply.

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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 Amazon Alexa Skill. If you believe that you have noticed an error, please write to us to let us know.

    We cannot guarantee the availability of the Amazon Alexa Skill. As with any service over the Internet there are factors over which we have no control, for which we cannot accept liability. You agree that we may take the 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 Amazon Alexa Skill or any of the content.

    Nothing in these terms limits our liability for death or personal injury directly caused by us. Functionality may differ between the different Booking Service channels and may also differ depending upon the device or customer using our Booking Service channels.

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    Our Amazon Alexa Skill

  1. Your use of the Amazon Alexa Skill

    We allow you the right to enable and use the Amazon Alexa Skill on your Amazom Alexa device to access the Service in accordance with these terms and conditions.

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

    The Amazon Alexa Skill 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 Amazon Alexa device, however, we do not promise that the Amazon Alexa Skill 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 Amazon Alexa Skill, and access to the service through it, are excluded.

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  2. Support & Communications

    If you have any queries or problems with the Amazon Alexa Skill, 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: [email protected].

    Please note that we may cease to operate and support the Amazon Alexa Skill at any time. If this happens, you will be unable to access the Services through the Amazon Alexa.

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  3. Updates & Availability

    From time to time, we may issue updates to the Amazon Alexa Skill, these will automatically update on your Alexa device.

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

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Terms and Conditions for Awesometer 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 fully complete the Virgin Trains Awesometer Survey (including both numeric and comment sections) and provide a contact email address on the Survey where requested.
  3. Only one entry is permitted per individual per prize draw period.
  4. All email addresses provided within the thirteen-week period will go into a draw and the winner will be selected at random under independent supervision and notified by email. Winners must respond within 14 days to be eligible to receive the prize.
  5. The prize, (one prize every 13 weeks) is an iPad Mini. The competition time periods are based on the date of travel rather than survey completion date. Surveys completed in excess of 10 days after the date of travel may not be included in the draw.
  6. There are no cash or other alternative prizes.
  7. Virgin Trains and its affiliates cannot accept any responsibility for any loss or damage howsoever caused as a consequence of participation in this competition.
  8. 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.
  9. 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.
  10. 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/)
  11. 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.
  12. Virgin Trains does not control all sites linked to the site and shall have no liability for the same.
  13. To receive the names and counties of the winners please send a stamped address envelope to: Awesometer Survey Competition, Research & Insight Team, Virgin Trains Marketing, North Wing Offices, London Euston Station, London, NW1 2HS.
  14. Judges decision is final.
  15. Promoter: Virgin Trains: The Battleship Building, 179 Harrow Road, London, W2 6NB
  16. Full ticket terms and conditions are available at www.virgintrains.com or by calling 03331 031 031.

Terms and Conditions for PA Life competition

  1. The ‘Win a First Class trip for 2 with Virgin Trains’ (the “Prize Draw”) is open to UK residents aged 18 years and over, except employees of West Coast Trains Limited or any related companies, their families, agents, or anyone professionally connected with the Prize Draw.
  2. The Prize Draw is open from 1 June 2019 until 23.59 on 31 August 2019 (“the Promotion Period”). 
  3. To enter the Prize Draw individuals must make a First Class or Standard Class Red Carpet booking through our Concierge Team and quote ‘PA Life’.
  4. Entries received outside of this window, or those that are illegible, incomplete, or otherwise not in accordance with these terms and conditions will not be considered. Entries made through agents, third parties, organised groups or any entry duplication method will not be accepted. 
  5. The winners will be selected at random, under independent supervision on 2 September 2019.
  6. The ‘Winner’ will be contacted by email or phone on the 2 September 2019. The ‘winners must claim their prize by 23:59 on 20 September 2019. If they do not do so, then West Coast Limited reserves the right to offer the prize to an alternative winner selected in accordance with these terms and conditions. 
  7. The prize draw winner will receive 2 First Class Virgin Train tickets and a 1 night stay at Hotel Du Vin, Glasgow.
  8. All of the above details are offered subject to availability.
  9. West Coast Trains Limited reserves the right to delay, postpone or cancel the Prize Draw. 
  10. The Prize carries no cash value, is non-transferable and may not be substituted by the winner. No compensation will be payable if the winner is unable to use the prize as stated. If the winner is unable to take their prize within the stated period, the Promoter reserves the right to offer the prize to another winner chosen in the same manner. The Promoter reserves the right to substitute the prize for an alternative of equal or greater value. 
  11. The winner may be required to participate in non-paid publicity or advertising relating to the Prize Draw, which may include having their photograph taken for promotional and press purposes.
  12. By entering this Prize Draw you consent to the collection, use and transfer of your information under the terms of the Virgin Trains Privacy Policy.
  13. The Prize Draw and these terms and conditions are subject to English law. Any disputes must be referred to the English Courts. 
  14. Promoter: Virgin Trains: The Battleship Building, 179, Harrow Road,London, W2 6NB.
  15. UK delivery addresses only.
  16. One entry per person.
  17. Your tickets must be booked and travel by 23:59 on 31st November 2019.
  18. This prize cannot be exchanged for cash.

Terms & 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 call centre, our website at www.buytickets.virgintrains.co.uk or m.buytickets.virgintrains.co.uk (the "Website"), via our mobile application (the "Mobile Application"), via any third party channels, or any version thereof.

  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 Travel (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. Each third party product and service has its own price independent of any other products or services booked at the same time. We do not sell, organise, or arrange any packages.


    thetrainline is a participant in the Amazon EU Associates Programme, an affiliate advertising programme designed to provide a means for sites to earn advertising fees by advertising and linking to Amazon.co.uk and Local.Amazon.co.uk.

  5. About thetrainline

    Trainline.com Limited is a company registered in England (with company registration number 3846791). Our registered office is at: 50 Farringdon Road, London, EC1M 3HE.

    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 Great Britain 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 16 years old to become a registered user and/or use the Booking Service, and if you are 16 or 17 years old, you confirm that you have obtained your parent or guardian's consent to become a registered user and/or use the Booking Service. You confirm that you 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. If you are 16 or 17 years old and using a credit card for the purpose of settling any payments due for any purchase made through the Booking Service, or that you owe to us, you confirm you have obtained appropriate consent from the credit cardholder prior to using the credit card. 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).

    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 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.

    Where you are using our business account Booking Service, you confirm that you are doing so in the course of a business, trade, craft or profession only and are a corporate subscriber. Each organisation is responsible for the Administrator of its business account. Where a request is made for a change of Administrator by a member of an organisation, that organisation shall be fully responsible for such change request. Where an organisation has been referred to a business account by an individual, the organisation acknowledges and agrees that the individual may have been incentivised to make the referral.

  7. National Rail Conditions of Travel

    The National Rail Conditions of Travel (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 Travel. Where the rights set out in the National Rail Conditions of Travel 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 Travel 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).

    Standard message and data rates may apply.

  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 booking confirmation, transfer to a different person, or other abuse or reproductions, copies or counterfeits of any ticket are in circulation.

    When London International CIV tickets (for use in connection with a Continental or Eurostar ticket) ("CIV tickets") are purchased, they must be accompanied by a valid international travel ticket which must be presented for inspection on the domestic journey along with the CIV ticket. We will not be responsible for any extra costs charged to you by the train operating company where you are unable to provide evidence of a valid international travel ticket accompanied by the CIV ticket when requested by the train operating company staff.

  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. Please note that due to Royal Mail restrictions it may take longer to deliver to remote locations. Please click here for more information on Royal Mail delivery times to remote locations.

    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 (self-print): For some bookings we allow you to print your own ticket ("self-print").

    You must ensure that you print the self-print tickets clearly on A4 paper before you travel and carry the self-print tickets with you when you travel. Self-print tickets that have not been printed are not valid for travel. Self-print tickets presented on the screen of your device are not valid for travel.

    Self-print tickets denote passenger names and passengers must carry one of the following types of ID (matching the name printed on the tickets) when travelling in order to be valid:

    • Credit or Debit card
    • National Railcard
    • Passport
    • Driving Licence

    Self-print 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 self-print tickets - you must note any additional restrictions notified during the booking process.

    m-tickets: For some bookings we allow you to travel with paperless tickets ("m-tickets") delivered to the mobile application installed on a mobile phone, tablet or similar device ("mobile device"). M-tickets are not available on all mobile device operating systems.

    When booking such tickets via the Website or call centre, you must check that your mobile device is compatible with our tickets by following the instructions provided before purchase and that you have an up to date version of the mobile application.

    It is your responsibility to ensure that you carry your mobile device on the relevant journey and that your mobile device is charged, functional, displaying the correct date and time and that you are able to display the ticket on your mobile device for inspection and scanning when you travel. M-tickets must be activated from within the mobile application before boarding the train in order to validate the m-ticket. The mobile device must be capable of running the mobile application and clearly presenting the m-ticket in a legible manner.

    Due to the wide variety of mobile devices and networks we are unable to offer technical support or assistance. You may incur data usage charges from your mobile network provider for downloading a ticket. You should check with your network provider as to what charges may apply.

    If tickets have been booked for more than one passenger, all passengers should travel together.

    The ticket must be stored on your mobile device until the date and time of travel and such safekeeping shall be your responsibility. M-Tickets are non-transferable.

    By purchasing an m-ticket, you agree to cooperate with the train inspector and let him/her clearly view and scan the ticket on your mobile device and you acknowledge that you may be requested to hand over your mobile device voluntarily for inspection and scanning. If you do not produce your ticket or hand over your mobile device upon request 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 m-tickets - you must note any additional restrictions notified during the booking process.

    e-ticket (Mobile barcode ticket):For some bookings we will allow you to use an e-ticket (Mobile barcode ticket). Where you select an e-ticket (Mobile barcode ticket) we will email you your tickets and you will have the option to use the e-ticket (Mobile barcode ticket) in one or more of the following ways:

    • Open the PDF attachment and show the ticket on your mobile device. If you are using this option then you must ensure that your mobile device can receive email and display a PDF attachment prior to purchase. It is your responsibility to ensure that you carry your mobile device on the relevant journey and that your mobile device is charged, functional and that you are able to display the ticket on your mobile device for inspection when you travel. You may incur data usage charges from your mobile network provider for downloading a ticket. You should check with your network provider as to what charges may apply. The ticket must be stored on your mobile device until the date and time of travel and such safekeeping shall be your responsibility. You agree to cooperate with the train inspector and let him/her clearly view and scan the ticket on your mobile device and you acknowledge that you may be requested to hand over your mobile device voluntarily for inspection and scanning. If you do not produce your ticket or hand over your mobile device upon request by the train inspector, the train inspector shall be entitled to consider that you are travelling without a ticket.

    • Print the tickets. If you are using this option then the terms relating to self-print tickets set out above will apply to your use of the e-ticket (Mobile barcode ticket), save that ID is not required for e-ticket (Mobile barcode ticket).

    • Download the e-ticket (Mobile barcode ticket) on the Mobile Application. If you are using this option then the terms relating to m-tickets set out above will apply to your use of the e-ticket (Mobile barcode ticket).

  11. You must ensure that you present your e-ticket (Mobile barcode ticket) for inspection and scanning in one of the ways described above.

    An e-ticket (Mobile barcode ticket) can only be used by one customer for one valid journey. It is a criminal offence to amend and/or reproduce an e-ticket (Mobile barcode ticket) for fraudulent use. Where more than one customer presents the same e-ticket (Mobile barcode ticket) for travel, both may be deemed invalid for travel. You shall have full liability for any fraudulent use of your e-ticket (Mobile barcode ticket). Trainline shall have no liability for any fraudulent use of e-tickets (Mobile barcode tickets).

    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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  12. Changes, cancellations and refunds

    Whether or not tickets can be amended and/or cancelled and refunded varies by the ticket type and is a feature of the ticket as determined by the train operating companies offering you the ticket. These terms and conditions are available during the booking process and we recommend you check these whilst booking your ticket to ensure you are buying a ticket which meets your requirements. These terms and conditions are also available in your account once you have made a booking.

    Additional restrictions may apply to certain delivery methods and if applicable these will be notified during the booking process.

    Where a ticket can be changed (for example most Advance tickets), you can change the travel date and time of travel by logging into your account. If you are changing your ticket with us, you must do this before your original train departs, and at least 2 hours before your new departure time. In addition to any difference in ticket cost, a change of journey standard charge will apply. We cannot change the stations you chose to travel between. If your original tickets have been issued, you will need to return these to us and they must be unused.

    Where a ticket can be cancelled and refunded (for example most Anytime and Off-peak tickets) you can cancel this online by logging into your account. Standard charges apply. Please note that where a refund is made, it shall be for the ticket price only, and any associated booking fees are non-refundable. If your tickets have been issued, you will need to return these to us and they must be unused.

    Please note that you will be responsible for the cost of returning any tickets to us where this is required.

    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.

    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.

    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.

    If you have any questions about changing or cancelling your tickets online, or 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 0344 556 5650. 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.

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  13. 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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  14. Catering Vouchers

    For some services you may be given the opportunity to purchase vouchers to exchange for catering. Vouchers are not refundable. No change will be given from vouchers. Vouchers cannot be exchanged for cash. Vouchers can only be used on services operated by the designated train company. The number of vouchers that may be issued per transaction is not restricted. Vouchers may be purchased in conjunction with adult or child tickets bought online. Vouchers are valid for three months from the date of travel.

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  15. 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 Travel 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 websites, including but not limited to any product liability claims.

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  16. 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. When you use the Booking Service, 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.

    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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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

    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 Website registration process, we will send you your registered account details (including your password) on completion of the registration process.

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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 website, 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 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 websites, including but not limited to any product liability claims. You should read the terms and conditions of any third party suppliers carefully.

    Functionality may differ between the different Booking Service channels and may also differ depending upon the device or customer using our Booking Service channels.

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  5. Our mobile application

    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 Device, 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.

    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 Device. 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 Mobile Device.

    Support & Communications

    While we have tried to get a broad coverage of Mobile Devices, our Mobile Application will not work on all Mobile Devices. Please refer to our Website for details of the Mobile Devices which are able to download our Mobile Application. Download and operation success may depend on Mobile Device 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: [email protected] or 0344 556 5650. (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 Device.

    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 Device without downloading the relevant update.

    If we issue an update of the Mobile Application without disabling our earlier version installed on your Mobile Device, 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.

    Security

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

    Liability

    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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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