Terms and Conditions

Last updated on 18th March 2024

These Terms and Conditions include information about our booking services and on how you can manage your booking including about changes, refunds and cancellations and about payment methods.

Just to note when we capitalise ‘Terms and Conditions’ it’s because we’re talking about ours, the ones you’re reading right now, and when it’s lowercase that means we’re talking about ones separate to these, like terms and conditions of the operators or third-parties.

For our French customers we’d like to draw your attention to section 13, for our American customers we’d like to draw your attention to section 14, (this includes an agreement to mandatory arbitration. What this means is that you agree to submit any disputes with us, including ones related to this website, our apps, services, or these Terms and Conditions to binding arbitration rather than a proceeding in court. You may opt-out of this mandatory arbitration agreement only by following the procedures below. These terms also include a class action and jury waiver), and for our Italian customers, we’d like to draw your attention to section 15, as there’s some important info there that relates just to you.

Ready? OK, then let’s begin…

What's in these terms?

1. Who we are

Get to know the Trainline Group

2. How to contact us

Email us or chat

3. Our services

Bookings, account and group travel

4. Tickets

Trains, coaches and buses

5. Season Tickets

Flexis, Photocards, changes, refunds and more

6. Payment

Currency, cards, PayPal and more 

7. Changes, refunds and cancellations

Plus info on compensation

8. Discount Cards

Info on buying and using Railcards and other Discount Cards

9. Additional products and services

Referrals, insurance and more

10. Acceptance of Terms and Conditions

Handy for skim readers

11. Liability

Who's responsible for what

12. Other important stuff

IP rights, disputes and restrictions 

13. Customers from France

Specific info for French customers

14. Customers from the USA

Specific info for American customers

15. Customers from Italy

Specific info for Italian customers

1. Who we are

The Trainline Group, that’s us, is made up of –

  • Trainline.com Limited, a company registered in England (company registration number 3846791) with a registered office in the heart of London at 120 Holborn, London, EC1N 2TD; and
  • Trainline SAS, a simplified joint-stock company (number 512 277 450 in the Trade and Companies Register of Paris, VAT number: FR 58 512 277 450), share capital of €1,766,960.14), with a registered office in the chic French capital, Paris (75009). You can find our Paris office at 20 rue Saint-Georges.
    • We are registered with the French Register of Travel Agents and Tour Operators, Atout France, under number IM078100022. Atout France is located at 79-81, rue de Clichy, 75009 Paris, France.
    • Our financial guarantee Atradius Crédit Insurance NV can be found at 44 avenue Georges Pompidou, 92300 Levallois Perret CEDEX
    • Our civil liability insurance MMA IARD can be found at 14 boulevard Marie et Alexandre Oyon, 72030 Le Mans

Whenever we say “us” we mean The Trainline Group and whenever we say “you” then we’re referring to a “user” or “customer” of our services.

2. How to contact us

3. Our services

4. Tickets

5. UK Season Tickets

6. Payment

7. Changes, refunds and cancellations

8. Discount Cards

9. Additional Trainline Services

10. Acceptance of Terms and Conditions

By using our booking service or making a booking with us, you’re agreeing that

  • you’ve received these Terms and Conditions in a way that you can understand clearly
  • you accept the most recent version fully
  • you’re committed to paying for the tickets you book

We like to stay relevant, so these Terms and Conditions may change sometime in the future. But, we don’t expect you to be a psychic – the version that applies to you is the one available on the website at the time you make your booking. If you don’t agree with and accept the most recent Terms and Conditions, you’ll have to stop using our booking service, website and apps.

By accepting these Terms and Conditions, you’re agreeing that there’s no partnership, employment or agency relationship between us. Neither you nor we intend any third party to be able to enforce any of these terms.

11. Liability

We act as an official agent on behalf of the operators. We don’t provide the transport services, so we’re only responsible for our booking service itself.

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 and Conditions or misuse our booking service. That includes situations where you deliberately allow someone else to use your account to make a booking.

We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen. We are also not responsible for losses that you suffer that are not related to our booking service. Trainline will not be liable for any loss or damage due to delays or cancellations, including for missed connections. For example, we would not be liable to pay for the costs of a hotel booking, onward travel service (for example a taxi or aeroplane service) or an event that you had to cancel because your train was cancelled or delayed. Nothing in these Terms and Conditions shall limit or exclude our liability for death or personal injury caused by negligence, or that of our employees, agents or sub-contractors (as applicable); or fraud or fraudulent misrepresentation by us or our employees.

12. Other important stuff

13. Customers from France

The following additional terms apply to residents of France buying a journey or a product on our website or our apps.

14. Customers from the United States of America

Notwithstanding the other sections in these Terms and Conditions, the following terms apply to US residents buying a journey or a product on our website or our apps.

PLEASE READ THIS AGREEMENT CAREFULLY. IT SETS FORTH THE LEGALLY BINDING TERMS AND CONDITIONS FOR YOUR USE OF OUR SERVICE, SUCH AS YOUR GRANTS AND WAIVERS OF RIGHTS, THE LIMITATIONS OF OUR LIABILITY, YOUR INDEMNITY OF US, AND ARBITRATION OF CERTAIN DISPUTES.

15. Customers from Italy

Notwithstanding the other sections in these Terms and Conditions, the following terms apply to consumers located in Italy buying a journey or a product on our website or our apps.