Train Ticket Sale Terms & Conditions

Using the Service

These terms and conditions (“Terms”) govern the use of the services together with all other information services that are aligned to it (together “the Services”) we provide though our redspottedhanky.com website (“Website”).

These Terms apply however you may access the Website, including access via the redspottedhanky mobile device app (available via Google Play or Apple App Store) or whenever you access the Website when optimised for use on mobile or tablet devices.

These Terms set out the whole agreement between Worldline IT Services UK Limited and you, the customer. Any communications between us that we entered into prior to your use of the Services are not included within these Terms.  Please read these Terms carefully as they contain restrictions and limitations on our liability which you should be aware of.  If you are not completely happy with these Terms, you must not use the Services.

These Terms tell you who we are, how we will provide Services to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

These Terms refer to our Privacy and Data Collection Policy, which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our Website, you consent to such processing (As per Article 6, 1a and 1b of (EU) 2016/679) and you warrant that all data provided by you is accurate and accepting these terms and conditions constitute a contract between Worldline IT Services UK Limited and the customer

By using the Website, you confirm that you accept these Terms.  If you buy tickets via the Website you also accept the National Rail Conditions of Travel*, and you agree without limitation or qualification to comply with our ticket delivery policy (http://www.redspottedhanky.com/policies/ticket-delivery-policy) and the National Rail Conditions of Travel*, as appropriate, and acknowledge that any other agreements between you and us are superseded with respect to this subject matter.

We may at any time, and without notice, revise these Terms by updating this page.  You are bound by any such revisions and should therefore periodically visit this page to review the then current Terms. These Terms cannot be altered by you unless we explicitly agree to such alteration in writing.  Where changes are made to the terms relating to our booking service, those changes will not affect existing terms accepted by you when making a reservation or purchase through the Website.

Network Rail usually carries out track maintenance and renewal work at weekends or Bank Holidays, or occasionally early weekday mornings or late evenings. You are strongly advised to confirm your train times prior to making your journey.

 

Who we are

Your agreement for the use of the services provided through redspottedhanky.com is with Worldline IT Services UK Limited trading as ‘redspottedhanky.com’ (“Worldline IT Services UK Limited” or “us”). Our registered company number is 08514184 and our registered office is at 1 Technology Dr, Beeston, Nottingham NG9 1LA, United Kingdom.

 

 

Your agreement with Worldline IT Services UK Limited

Our booking service is offered to anyone aged 16 and over. If you’re between 16 and 17, you’ll need your parent or guardian’s permission. Purchasing a ticket on our Website or our apps makes you a “user” or a “customer”.  You can contact us by emailing us at redspottedhanky@worldline.com.

 

Liability disclaimer

We act as an official agent on behalf of the operators. We don’t provide the train services, so we’re only responsible for our booking service itself, to the extent laid out in these Terms.

The train services you book tickets for with us are run by various operators. That means, their terms and conditions will apply to all the transport services and will depend on the type of ticket you’ve booked. It is important you read the operator’s terms and conditions carefully before booking your tickets with us.

You’ll be financially liable for all bookings made with us through your account, as well as any losses we incur if you breach the Terms or misuse our booking service. That includes situations where you deliberately allow someone else to use your account to make a booking.

We take all reasonable measures to ensure that the times and fares that we provide are correct. However, despite our efforts, we cannot guarantee that all information is correct, as this information is provided to us by 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 on the part of Worldline IT Services UK Limited, we will refund these in full.

While we have taken reasonable efforts to ensure that the information contained within this Website is correct, information is provided to us from third party sources and may be incomplete, inaccurate, or may be out of date.

We shall use reasonable care and skill in carrying out our Services to you. However we make no representations about the suitability of the information, products and services provided by us as part of the Services for any purpose and we do not accept liability for your reliance on any information supplied by us as part of the Services except to the extent that such information is provided negligently.

The total aggregate liability of Worldline IT Services UK Limited for any loss that you suffer arising out of your use of our Services shall be limited to the total value of the transaction under which your claim arises.

To the extent permitted by law, Worldline IT Services UK Limited shall not be liable for any loss of profits, revenue, savings, data, opportunity, business, goodwill, data, programs or records, nor for any indirect, incidental, special, or consequential loss arising out of, or in any way connected with, the use of any information provided by us or the use of our Services. All warranties, terms and conditions with regard to such information, and the Services, whether express or implied, arising under statute or common law or otherwise, are hereby excluded to the extent permitted by law.

Notwithstanding anything else in this in these Terms Worldline IT Services UK Limited does not seek to limit its liability for death or personal injury, nor for any fraud or fraudulent misrepresentation, nor for any other liability that cannot be limited or excluded by law.

Nothing contained in these Terms shall prejudice your statutory rights as a consumer.

 

Your account and password

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these Terms.

When purchasing any products through our Website you will be asked to complete a registration process. Information you provide on our Website must be complete and accurate. You must not impersonate any other person or entity or use a false name or a name that you are not authorised to use. The information that you submit will be dealt with in accordance with our Privacy and Data Collection Policy.

To access your stored data on our Website, you will need to input your account and password details. You are responsible for keeping those details confidential. If you have concerns about your login details or password or know or suspect that anyone other than you knows your user identification or password, you must promptly notify us using the contact details.

 

Privacy and Data Collection

The way that we deal with personal information collected from you is detailed in our privacy and data collection policy which forms a part of these Terms.

http://www.redspottedhanky.com/policies/privacy-and-data-protection-policy/ (see below)

We use cookies to collect and process anonymous information about your visit to our Website such as, which pages you visited, how long you spent on those pages, how often you visit. How we use Cookies is detailed in our Cookie Policy. http://www.redspottedhanky.com/policies/cookie-policy/

 

Fraud

We take fraud very seriously. You may only use our Services to obtain information and book rail tickets for yourself or for another person who has given you appropriate authority. By using a credit or debit card, or Paypal, to pay for our Services you are confirming that you have legal authority to use that card or account and that all information that you have provided to us is accurate. We reserve the right not to provide any Services where we suspect that fraud may be involved.

 

National Rail Conditions of Travel

When you purchase a rail ticket through this Website you are making a purchase which is subject both to these Terms and to the National Rail Conditions of Travel.

When you buy a ticket for travel on the National Rail Network through us you enter into a contract with the train companies whose trains you have a right to use by virtue of your purchase. The National Rail Conditions of Travel form part of that agreement (“the Rail Conditions”).

Worldline IT Services UK Limited is only responsible for the delivery of the tickets, which we deliver as an agent for the train companies on whose trains you will be travelling. The train companies themselves are responsible for providing your journey.  The Rail Conditions set out your rights and any restrictions to those rights with respect to your journey (for instance in relation to delayed departure).

The train companies may give you more extensive rights than those set out in the Rail Conditions, and if they do so, these may be found in each train company’s passenger charter or other publications. To find out more about the Train Operating companies please visit: https://www.nationalrail.co.uk/tocs_maps/tocs/TrainOperators.aspx.

Tickets sold to you are also sold subject to the Railways Byelaws which you must comply with. You can find this document at the end of this page.

At the point of sale of the ticket we will also inform you about any additional conditions or restrictions that apply to the ticket that you are purchasing. Please ensure that you are aware of these as if you do not have a valid ticket for the train service that you intend to use and within the class of ticket that you have purchased, you will have to pay the correct fare and you may have to pay a penalty if you travel without the correct ticket.

For more information, please visit https://www.nationalrail.co.uk/times_fares/46427.aspx.

 

Issue of tickets

We cannot confirm the price of any tickets that you wish to buy until you have completed your purchase.  Similarly, some tickets have limited availability and although we check the availability before providing you with a fare quotation, we cannot guarantee their availability until the order has been completed.  Your credit/debit card will not be charged however until you have confirmed your order.

The prices quoted on this Website are in Pounds Sterling (£).  We are not responsible for the exchange rate if you choose to make a purchase with a foreign credit or debit card. If you ask for a refund, this may also be affected by the exchange rate.

Once your booking has been completed, we will confirm the booking by e-mail to the e-mail address that you registered on the Website.

We offer a range of ways for you to get your tickets, outlined below. The options we give you may differ, depending on things like your ticket type, operator, payment method, and whether or not there is enough time for us to post your tickets reliably. We will always let you know the options available to you during our booking process and give you any relevant information and instructions.

We will then provide the tickets to you using the method you selected when you made your booking. Please see our ticket delivery policy (http://www.redspottedhanky.com/policies/ticket-delivery-policy) for further details of ticket delivery.

While we endeavour to have tickets delivered in accordance with timescales described in our ticket delivery policy, we cannot be responsible for any guaranteed delivery times. If you have not received your tickets and are concerned please email at redspottedhanky@worldline.com or call our support team on 0800 377 7748 (freephone) and we will try to assist you.

When you receive your tickets, please check them immediately. If they are not correct, please contact our support team on 0800 377 7748 (freephone).

 

 

Digital Tickets (eTickets)

If available, you can choose to have your tickets emailed to you as a PDF attachment.  You will need a device that can open PDFs and has internet access.

You can use etickets in one of the following ways:

• Download the eticket on our app.
• Open the PDF attachment and show the ticket on your mobile device.
• Print the eticket

An eticket can only be used by one customer for one valid journey and it’s a criminal offence to amend and/or reproduce an eticket for fraudulent use.

If two or more passengers fraudulently show the same eticket for travel, those could both be treated as invalid and the passengers would then be refused travel. You’re responsible for any fraudulent use of your eticket.

 

Collection at the Station (Ticket on Departure)

For many bookings, we allow you to collect your travel tickets from a range of stations, and 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, such as the station opening hours.

If you are unable to collect your tickets (for example due to the ticket machine(s) being out of service), you should contact the station staff for further assistance. If there are not any staff members at the station, you should board your booked train and make yourself known to the on-train staff at the earliest possible opportunity, who can help deal with your issue.

 

Post

Tickets will be sent to the delivery address you give us, so make sure it’s correct.

UK normal post - Normal post is not a permitted delivery option for overseas addresses. Those registering from an overseas address, or using an overseas registered card, will be able to collect their travel tickets at a self-service ticket machine. Unfortunately, it is not possible to post to a non UK address.

UK next day delivery – To receive your tickets on the next working day after your booking, we will dispatch tickets by Royal Mail Special Delivery to the address you specify during the delivery process. You should always ensure that the address you provide is correct, as you will need to sign for your tickets upon receipt of delivery. If you book your tickets by 16.00hrs, delivery is guaranteed by 13.00hrs the next working day, and a signature will be required upon delivery. Bookings made on a Friday will be delivered the following Monday, while bookings made on Saturday or Sunday will be processed the following Monday for delivery on Tuesday.

Next Day Delivery is not a permitted delivery option for overseas addresses. Those registering from an overseas address, or using an overseas registered card, will be able to collect their tickets at a self-service ticket machine. Unfortunately, it is not possible to post to a non-UK address.

 

Changes, cancellations and refunds

Some tickets may be cancelled by you and a refund issued, or you may be able to change the time of your train. This will depend upon the type of ticket that you have bought. The train operating companies decide on the rules with regard to refunds, amendments and cancellations. This information will be made available to you when you book your ticket. You should check it to ensure that the ticket will meet your requirements.

Advance Tickets will return to being non-refundable unless the booked service has been cancelled, delayed or rescheduled by the train operator for reasons such as disruption or industrial action in which case refunds will be available.

Automatic refunds for UK rail products 

If you’ve booked a refundable ticket such as an Anytime or Off-Peak and you’ve selected “ticket on departure” and not collected your tickets by the expiry date, you could be eligible for an automatic refund. If you are eligible, and you have followed the instructions during the initiation, we will return your money via your original payment method, so long as it’s still valid.

Cancelling/refunding your ticket for UK rail products

If you’ve booked a refundable ticket such as an Anytime or Off-Peak and you need to cancel or refund it, please follow our cancellation process. You can refund unused Anytime and Off-Peak tickets up to 28 days after the expiry of the ticket. If you already have your original tickets, you’ll need to return them to us, unused, before we can refund you and you’ll need to cover any costs to return your tickets to us. We aim to process your request as promptly as possible. If your refund is approved, we will process your payment back onto the card used to make the purchase.

Due to upcoming strikes and disruption to services, we urge you to check service details before travelling and to be prepared for busy trains, stations and limited availability. For further information on timetables, refunds and other important information, click here.

 

Changing your ticket for UK rail products

If your ticket is changeable but not refundable such as an Advance ticket you can change the travel date and time but not the stations you’ve chosen to travel between. Changes must be made before your original journey departs.

You can apply to cancel a ticket or for a refund, or to make a change to your ticket through Your Account https://tickets.redspottedhanky.com/rsh/en/account/Login.aspx.

Any refund would be credited to the card that you used to pay for your ticket. We may ask you to return any unused, cancelled, exchanged or refunded tickets to us. If so, you will be responsible for the costs of doing this.

We will not process any application for amendment, cancellation, exchange or refund if we believe that it is a fraudulent application.

We may have to charge you a £10 administration fee per booking to process any refund. To amend a booking there is a £10 charge per ticket.

Where tickets have been purchased using e-vouchers, the refund will be made in e-vouchers to your account.

 

Split Ticketing Terms and Conditions

Split tickets are permitted by the National Rail Conditions of Travel, provided that the train you are travelling on stops at the departure stations named on your split tickets.

We will not be able to show any split tickets options if there are no split train tickets available for your selected route and time or when splitting your tickets will not save you money.

You must observe any ticket restrictions and can only use trains that stop where they change from one ticket to the next.

When using Split Tickets, you don't have to get off the train where you change from one ticket to another.

You are responsible for ensuring that if a journey involves changing trains, you must change as specified.

If your onward split ticket is an Advance ticket and a previous train delay means you miss a connection, your Advance ticket will become invalid for the change of train.

For travel disruptions while travelling, the onus upon the train operating company is to ensure they provide alternative arrangements for you to arrive at the destination shown on your specific ticket.

Please be aware that you may have a different seat reservation with each ticket even on the same train. You are responsible for ensuring you are sitting in the seats reserved for you.

 

Other Matters

We reserve the right to make changes to these Terms at any time. If we do make changes however, this will not affect the terms that were in force when you made your reservation with us. These Terms are effective from 19^th October 2020.

The Terms and any notices contained on this Website are governed and interpreted in accordance with English Law. By using this Website, or the mobile app, you agree to submit to the exclusive jurisdiction of the English courts in all disputes arising out of or relating to its use.

If any part of the Terms are held to be invalid, illegal or unenforceable for any reason by any court of competent jurisdiction, that provision will be severed from the rest without effect to the remaining provisions and the invalid, illegal or unenforceable part will be deemed superseded by a valid, legal or enforceable part that most closely satisfies the intention of the original part.

We hope that our Terms are clear to you. If however, you are not clear about any aspect, please contact us at redspottedhanky@worldline.com.

 

Downloads

National Rail Conditions of Travel : http://www.redspottedhanky.com/National-Rail-Conditions-of-Travel.pdf

Railway Byelaws:

http://www.redspottedhanky.com/railways-byelaws.pdf