Raileasy.co.uk is a retailer of UK rail tickets, it does not set the terms and conditions of the various ticket types. It is the individual train operating companies (TOCs) that do that. raileasy.co.uk passes these on to you, the customer. However raileasy.co.uk does have a number of requirements of you which you must agree to before buying a ticket.
1. National Rail Conditions of Carriage
The National Rail Conditions of Carriage set out the minimum level of service you are entitled to expect plus your rights and responsibilities when travelling on the National Rail network. You can view these in total by clicking here.
The Uniform Rules for the Contract of International Carriage of Passengers by Rail (“CIV”) apply to train travel on Eurostar services and apply in place of the National Rail Conditions of Carriage for journeys to and from London International. These can be viewed here along with the terms and conditions for Eurostar tickets.
As soon as your booking is confirmed, a confirmation email with your reference number will automatically be emailed to the email address you entered at the time of booking. Your reference and journey details will also be shown on the screen.
(i) If you have not received your confirmation email, it is your responsibility to contact us and we will then resend it to you.
(ii) If you have not received your confirmation email and you do not contact us within 28 days of making the booking, the right to a refund will be forfeited.
If you select a departure point where ticket on departure machines are available, Raileasy encourages you purchase your tickets on this basis. Picking up your tickets just before you travel is very convenient. However, there are several conditions you must abide by.
Where possible Raileasy will assign seat reservations for your journey, please note only advance tickets come with compulsory reservations and these are subject to availability. If you purchase a flexible ticket seat reservations cannot be guaranteed. Raileasy will also assign seating preferences where possible but again these cannot guaranteed as they are subject to availability. Raileasy cannot he held responsible for customers that do not receive seat reservations or their preferred seating arrangements.
Please make sure you check your train times before you travel at National Rail Enquiries on 03457 48 49 50 or via the website www.nationalrail.co.uk to make sure there haven't been any changes to your journey as a result of engineering works for example.
(i) The terms and conditions applicable to your ticket type determine the circumstances under which it can be cancelled/refunded all tickets are amendable. The ticket type's fare terms are set by the train operating companies not Raileasy. Please check the terms and conditions of your ticket before you proceed to purchase to make sure they meet your needs.
(ii) The fare terms and conditions can be viewed when you select the times and price that suits and by clicking on the information icon next to the fare price.
(iii) As a general rule, the fares found by selecting "cheapest" on the fares and timetable will be amendable but not cancellable/refundable. The more expensive flexible fares are usually amendable and refundable.
(iv) You may be able to amend your journey at your departure station. You will usually be charged £10 per ticket (as well as the difference in price) at the station for changing your journey. To amend through Raileasy please re-book the same journey yourself before the original travel date (the new travel date may be after this period however).
(v) To cancel or amend your journey please complete the online refund application form HERE
(vi) Note that for Advance tickets, only times and dates may be amended before the original journey but not the origin or destination. The amendment process is by re-booking your journey and claiming a refund on the originals. We cannot change your ticket for you. All amendments/rebooking for ADVANCE (non-refundable) type tickets must be made before the original departure date/time. After that time the ticket has no value and a refund will no longer be applicable.
(vii) Refunds must be processed within 28 days of the travel date for a single, or within 28 days of the last date of validity for the return portion in the case of a return ticket. If you have the tickets in your possession they must be returned wholly unused by recorded delivery along with a completed refund form, to the address provided on the form.
(viii) All amendments and cancellations/refunds are subject to a £10 administration fee on the face value of the tickets only. If an amendment results in a lower price ticket, the difference in fare will not be refunded. The £10 cancellation fee is charged per booking reference. Booking fees and share of split ticket savings commission are non-refundable.
(ix) If you have a flexible return ticket, a full refund less a £10 admin fee if wholly unused and if submitted within 28 days of the expiry date of the ticket. If the inward portion is used, no refund may be given on the outward portion. If the outward portion is used, a refund on the return portion is calculated based on the amount that remains after the deduction of the equivalent single fare.
* PLEASE NOTE Single fare plus £10 admin fee is often more expensive than a return fare so in most instances no refund will be given on part - used tickets.
(x) Please note for return journeys, if you are re-booking just the outward or the return journey it may be cheaper to amend the entire journey, please check available fares.
If your ticket(s) are used/you have travelled to your destination via an alternative route due to train cancellation/delay, you are not entitled for a refund but you are eligible for a compensation claim from the Train Company who operated your journey.
Raileasy is a retailer therefore delayed and cancelled trains lie outside of our responsibilities.
If you are unsure which train company you travelled with please refer to your itinerary in the confirmation email or letter. You may be able to submit an online claim form through the Train Company website.