These are our Terms and Conditions. They relate to your purchase of a ticket or other product from us through our website (“Service”). They regulate the Service we provide, the relationship between us and what happens should something go wrong.
The service is provided by OnTrack Retail in partnership with Trainhugger. Specifically, Trainhugger is a trading name of Migaloo Ltd who are a sub-agent of OnTrack Retail Ltd, a company licensed by the Association of Train Operating Companies (ATOC) to sell Rail Products and provide Train Service Information.
For clarity, OnTrack Retail provides the functionality related to selling Rail Products (tickets) and train service information for the trainhugger.com website and mobile app including payment services as the merchant of record. Trainhugger provides customer acquisition, account management, marketing components and the tree planting feature.
OnTrack Retail is only responsible for the supply of your ticket. For any matter relating to the journey, such as cancellations, closures, missed connections, delays, problems with luggage and refunds you must contact the relevant Train Operating Company with whom you travel. Remember, the NRCoT will apply as a minimum standard and you will be bound by the Terms and Conditions of the Train Operating Companies who operate the train for your journey.
OnTrack Retail Ltd is the merchant of record for all financial transactions processed on the trainhugger.com website and mobile app.
Our Service is impartial. We provide a range of products and travel information without recommendation and for your personal use only. You choose which ticket or product is the best for your needs. Certain ticket types are not sold by us and it may be possible to obtain different products and prices from the Train Operating Companies’ own ticket offices.
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.
If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us by emailing email@example.com.
In certain circumstances, we may make charges in addition to your ticket price. These will be clearly identified. Any taxes or other fees incurred by your ticket purchase will be your responsibility.
At the time your ticket is issued, we will rely on any information provided through our website by you. This means that your destination, departure and arrival times, connections and any required personal or financial information must be correct and complete. We will not be liable for any compensation, expenses, claim or other loss arising from inaccurate or incomplete information provided by you.
Please note that the information on our website including train and journey times, routes, ticket types, prices and connections is provided by third parties. We cannot therefore guarantee that such information is correct.
You are responsible for verifying such information with the Train Operating Companies prior to departure and checking that you are able to complete your journey. This includes checking with the Train Operating Company for disruption due to bad weather, strikes, engineering works or other reasons.
Please also note that we cannot provide accurate transit times for travel in urban networks, for example London Underground or Metro services. These systems are operated by independent Train Operating Companies. You must check for these details especially transit for early or late trains, with those operators.
It is important that you have a valid ticket for your journey without which you may be unable to travel or be obliged to pay the fare plus a penalty. If the ticket is not genuine or is being used in breach of the Terms and Conditions of the Train Operating Companies, the NRCoT or our Terms and Conditions, your ticket may not be accepted. This means that you must have any appropriate railcard used in connection with the ticket or qualify to benefit from any reduced prices, discounts or promotions.
Depending on the ticket you have purchased, you may be able to amend the dates of travel or other aspects of the ticket. You will be advised at the point of purchase of the Terms and Conditions relating to the particular ticket you are about to purchase and these will include information on whether, and under what circumstances, you can amend, refund or cancel your ticket. These Terms and Conditions are decided by the Train Operating Companies providing the fares. It is your responsibility to satisfy yourself that the ticket you are about to purchase meets your needs.
Where you decide to make an amendment or refund which is possible under the Terms and Conditions of the ticket that you have purchased, we will charge an administration fee of £10 per ticket. Please note that, where a refund is made, it will only be for the rail ticket part of the payment, and not for any booking fee, delivery fee or card payment fee.
If you wish to apply for a refund please telephone 03330 329 295. Proof of purchase will be required by the customer service agent.
The purchase of a ticket allows you to travel on the National Rail Network and other systems or modes of transport and with the various Train Operating Companies responsible for your journey. The National Rail Conditions of Travel (“NRCoT”) govern your journey and apply to all domestic (non-international) journeys by passenger trains of the Train Operating Companies on the National Rail Network. The NRCoT establishes the minimum level of rights you are entitled to expect. They are available at the National Rail website and should be read by you as they affect your rights and responsibilities. Any variations or restrictions to the NRCoT will be set out by the Train Operating Companies.
At the time of your purchase online, you will choose how to receive your ticket. This is your choice and you accept responsibility for the delivery details and its fulfilment unless varied below:
Certain stations have self-service ticket machines from which you can collect your ticket(s). If you choose this method of delivery, you must allow sufficient time at the station to collect the ticket. To collect your ticket(s) you must have both the Collection Reference (an eight digit alphanumeric code that is displayed on your confirmation email) and a debit / credit card. If the ticket machine is not working or is not accessible (for example, it is in a locked off part of the station), or there is any other reason why you cannot obtain your ticket from the machine then you should contact the station staff in the first instance. If station staff are not available, or cannot help, you should contact the relevant Train Operating Companies with whom you travel. We will do our best to assist but will not be able to issue you with replacement tickets. You have the responsibility to ensure that you have a valid ticket for your journey.
Your tickets will be ready for collection 15 minutes after you complete your purchase. Please allow for this time.
For some journeys we offer the option to have your ticket delivered to your mobile telephone.
If you choose to have your ticket sent to your mobile telephone then you must ensure that it is able to access the internet link which we provide and that you can download and store the barcode ticket on your phone. You must follow any instructions given. You must ensure that you have the ticket printed or displayed in the correct form.
You are responsible to ensure that for any booking that is for more than one person, all those travelling on that booking, travel together at all times.
If the ticket is received on your mobile, you must ensure that you have your mobile with you at all times on your journey and that it is charged and is able to display the ticket details clearly as required by the Train Operating Company, on request. You agree to provide your mobile for inspection if required by the Train Company staff.
Please take notice of any additional restrictions or conditions relating to this method of delivery and the tickets available through it.
You will be liable for any charges made by your network / mobile operator.
For some journeys we offer the option to print your ticket using your own printer.
You must print the ticket on clean white A4 paper and must carry it with you at all times during your journey. You are responsible to ensure that for any booking that is for more than one person, all those travelling on that booking, travel together at all times. You must present the ticket when asked to do so by Train Operating Company staff.
You must not copy the ticket or transfer it to another person.
Please take notice of any additional restrictions or conditions relating to this method of delivery and the tickets available through it.
You will be liable for any costs incurred in printing the ticket.
This clause does not affect your statutory rights as a consumer.
We make every effort to supply the Service using reasonable care and skill but we are not liable for the provision of information used in the Service that is provided by third parties. Such information can be subject to change.
We shall have no liability in respect of your negligence or failure to follow our instructions (oral or in writing), misuse, alteration or abuse of the Service.
Any loss or damage you suffer on your journey is governed by the NRCoT and the relevant Train Operating Companies’ Terms and Conditions. You should contact them in the event of a problem.
We shall not be liable to you by reason of any delay in performing, or any failure to perform, any of our obligations in relation to the Service, if the delay or failure was due to any cause beyond our reasonable control. If we fail to deliver your ticket in sufficient time before your departure and such failure was within our control or we have been negligent, then you should contact us on the details below. Any reimbursement will be limited to the cost of the replacement ticket.
As far as the law allows, we will not be liable for any damages resulting from loss of profits, business data, goodwill, contracts, revenues or other costs or losses arising out of or resulting in your use of the Service. All warranties, statements and representations relating to the information, products and services provided as part of the Service are excluded as far as the law allows.
Our liability to you for death or injury resulting from our negligence is not limited.
You confirm that the decision on which ticket or product to purchase is wholly yours and that you will be responsible for deciding the delivery method. You will also check that it is suitable for your needs and that you have the ability to receive the Service and pay for it. You agree to pay any additional charges levied by a network provider, mobile operator or similar service provider that you may incur.
You also agree that you are using the Service for your own personal use or on behalf of a person for whom you are legally authorised to act. By using the Service, you warrant that you are legally entitled to use the debit / credit card and provide the personal details and that you will be bound to pay the price for the Service.
We shall provide the Service subject to these Terms and Conditions but we may subcontract any part of the Service. All the terms of the agreement between us are contained in these Terms and Conditions unless varied and confirmed by us in writing. These Terms and Conditions may change from time to time but such changes will not affect a prior purchase.
We may amend any error provided that the correction does not materially affect the Service. If you need to contact us, please do so using the details given below. We will contact you at the address given at the time of the purchase.
Certain parts of the Service or other products you may buy are provided by a third party. We have no control over their Terms and Conditions and you should therefore satisfy yourself that you wish to be bound by their Terms and Conditions before entering into an agreement with that third party.
If we choose not to take action against you for a breach of these Terms and Conditions, that will not be considered as a waiver of any subsequent breach of the same or any other provision.
If any provision of these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions and the remainder of the provision in question shall not be affected.
These Terms and Conditions shall be governed by the laws of England and you agree to submit to the non-exclusive jurisdiction of the English courts.
If you pay for the Service using a non-UK debit / credit card, then that purchase will be subject to the exchange rate and you will be responsible for any effect that may have on the ticket or your purchase.
Use of debit / credit cards to make payments on our site are subject to your card issuer’s Terms and Conditions.
Neither you nor we intend any third party to be able to enforce any of these terms pursuant to the Contracts (Rights of Third Parties) Act 1999.
These Terms and Conditions govern your use of our website; by using our website, you accept these Terms and Conditions in full. If you disagree with any part of these Terms and Conditions, do not use our website.
Unless otherwise stated, we or our licensors own the intellectual property rights in the website and material on the website. Subject to the licence below, all these intellectual property rights are reserved.
You may view, download for caching purposes only, and print pages from the website for your own personal use, subject to the restrictions below.
You must not:
The information on this website is provided free-of-charge, and you acknowledge that it would be unreasonable to hold us liable in respect of this website and the information on this website. Whilst we endeavour to ensure that the information on this website is correct, we do not warrant its completeness or accuracy; nor do we commit to ensuring that the website remains available or that the material on the website is kept up-to-date.
To the maximum extent permitted by applicable law we exclude all representations, warranties and conditions (including, without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill).
Our liability is limited and excluded to the maximum extent permitted under applicable law. We will not be liable for any direct or indirect loss or damage arising under these Terms and Conditions or in connection with our website, whether arising in tort, contract, or otherwise. Without limiting the generality of the foregoing exclusion, we will not be liable for any loss of profit, contracts, business, goodwill, data, income, revenue or anticipated savings arising under Terms and Conditions or in connection with our website, whether direct or indirect, and whether arising in tort, contract, or otherwise.
However, nothing in these Terms and Conditions shall exclude or limit our liability for fraud, for death or personal injury caused by our negligence, or for any other liability which cannot be excluded or limited under applicable law.
OnTrack Retail endeavours to provide this Service 24 hours a day, without interruption.
However, there may be times of the day where it is necessary to update and / or maintain this Service and / or the data held within it.
When this is the case OnTrack Retail shall ensure that customers are made aware if they are part way through a transaction that maintenance is about to take place, and advance notice will be placed on the website where possible.
We may revise these Terms and Conditions from time-to-time. Please check this page regularly to ensure you are familiar with the current version.
This notice will be governed by and construed in accordance with English law, and any disputes relating to this notice shall be subject to the exclusive jurisdiction of the courts of England.
Our VAT number is GB 199 265 650.
For enquiries relating to the Trainhugger brand, tree planting and customer account management please contact Trainhugger directly using the following information:
The Trainhugger brand is owned and managed by Migaloo Ltd company, registered in England & Wales under registration number 12185670. Our registered address is Suites 40-41, 24 Southwark Street, London, SE1 1TY. You can contact us by email firstname.lastname@example.org.
For enquiries relating to the purchase of Rail Products, including refunds and Train Service Information, contact our customer support team on 03330 329 295.
For enquiries relating to the provision of the RSP accredited Ticket Issuing System powering the trainhugger.com website and mobile app, please contact OnTrack Retail using the following information:
The name of our company is On Track Retail Limited. We are registered in England & Wales under registration number 09232146. Our registered address is 3rd Floor, 41-51 Grey Street, Newcastle Upon Tyne, NE1 6EE. You can contact us by email email@example.com or by telephone 020 3567 1510.
OnTrack Retail Limited is an independent impartial online retailer of train tickets and is accredited by the Association of Train Operating Companies, on behalf of National Rail and the individual Train Operating Companies.
We sell train tickets for all Train Operating Companies on all national routes in England, Wales and Scotland.
UPDATED September 2020.