Ticket Purchase Policy.
Tickets are sold by Swanage Railway Company Limited (“the company”). The policy for
tickets sold for the company's own events is that no exchanges or refunds are allowed
once the transaction is complete. Tickets lost, stolen, damaged or destroyed cannot be
replaced where there is a risk of the original being used to the loss of the Company or
where systems prevent the reissue of tickets. This in particular applies to 'e-tickets' for
which it is the purchaser's responsibility to ensure that the correct email address is quoted.
Tickets are generally sold through several distribution points including on-line, call centre
and ticket offices. All distribution points access the same ticketing system and inventory
therefore tickets for popular events may sell out quickly.
When tickets are received they should be kept safely and brought with you when needed
to access the railway or event for which they are valid. In the case of e-tickets, a printed
copy should be made on receipt and the email and any attachment saved until the event or
journey has taken place.
Tickets are printed using thermal type. Direct sunlight or heat can cause them to fade.
Illegible tickets may not be accepted for travel or entrance.
Tickets purchased may be subject to a per ticket service charge and or per order
processing fee. This will be stated in each product details.
While we try to ensure that all prices on our websites are accurate, errors may occur. If we
discover an error in the price of tickets you have ordered, we will inform you as soon as
possible and give you the option of reconfirming your order at the correct price (and credit
or debit your account as applicable) or cancelling your order. If we are unable to contact
you, you agree that we may treat the order as cancelled. If you choose to cancel after you
have already paid the incorrect price for the tickets, you will receive a full refund from us.
The company will aim to post all tickets within five working days unless otherwise noted.
Tickets ordered seven or less days before an event or travel will not be posted but held for
collection by you from a selected Swanage Railway ticket office. If you have not otherwise
received your tickets within 48 hours of travel you should contact the company as soon as
It is your responsibility to ascertain whether an event has been cancelled and the date and
time of any rearranged event. If an event is cancelled or rescheduled we will use
reasonable endeavours to notify ticket holders of the cancellation. We do not guarantee
that ticket holders will be informed of such cancellation before the date of the event.
Unless the next paragraph applies, neither Swanage Railway Company Limited, Swanage
Railway Trust Limited or any Event Partner shall have any further liability beyond the face
value of the ticket purchased for the event plus any relevant per ticket service charge.
Neithe the Company or any Event Partner shall be liable for any loss of enjoyment or
wasted expenditure. Personal arrangements including travel, accomodation, subsistence
relating to the Event which have been arranged by you are at your own risk.
Nothing in these conditions seek to exclude Swanage Railway Company Limited or the
Event Partner for death or personal injury caused by its negligence, fraud or other type of
liability which cannot by law be excluded or limited.
Some tickets may be restricted to a maximum per person, per payment card or per
household. The company reserves the right to cancel any tickets found to be purchased in
excess of any such limit.
Ticket Terms and Conditions.
Tickets are issued subject to the rules and regulations of Swanage Railway Company
Limited (“the Company”).
Payment in full is required at time of ordering. Tickets will not be issued until full payment
has been received and cleared.
Customers must check tickets on receipt as mistakes cannot always be rectified later.
When purchased from a ticket office with cash, change given must be checked before
leaving. Mistakes cannot always be rectified until a cash register is balanced at the close
of the business day.
The customer is responsible for keeping the tickets in a safe place and ensuring that they
bring them with them on the day of travel or attendance at the event for which they are
Ticket holders must comply with Swanage Railway Company Limited Conditions of
Carriage, safety announcements and relevant statutes when travelling.
REFUNDS AND EXCHANGES
Tickets cannot be exchanged or refunded after purchase.
ALTERATION TO SERVICES AND PRICES
If a service is rescheduled, ticket holders will be offered tickets to the rescheduled service,
equivalent to the face value of the ticket. If a service is cancelled, ticket holders will be
offered travel on an alternative service, subject to availability or a refund of the ticket price
plus per ticket service charge or handling fee.
The Company strives to provide any advertised service but does not guarantee that any
train will arrive or depart at the times stated and reserves the right to cancel, alter or
suspend any train without notice, or to substitute a different engine or stock should this be
necessary for any reason.
Charges may be revised at any time and will vary for special trains and events. Details of
all ticket prices are shown on the website Fares page and Special Events pages. They are
also displayed at Company Ticket Offices.
ISSUE OF ADVANCE TICKETS
We aim to despatch Tickets purchased by telephone, postal booking or on-line within five
working days. We suggest that tickets are purchased at least seven days before travel and
for this reason some ticket types will not be available less than seven days before travel.
However, if the date of travel is such that it is possible that tickets will not reach the
customer in time Tickets can be held for collection from the Company's Ticket Office at
Swanage Station. Tickets can only be sent to the cardholder's registered billing address
Tickets for infants (age 0-2) on Standard Travel trains are free. For some Special Events
e.g. Santa Specials the age may be different and will be advertised. Tickets must be
obtained for infants even if there is no charge.
Tickets for dogs are required to be purchased at the current fare for dogs. Dogs are
conveyed subject to the comfort and safety of other passengers ans at the Company's
discretion. They must be kept on a short lead at all times whilst on Railway property.
Dogs (except Assistance Dogs) are not permitted in Catering establishments, Catering
carriages whether static or moving, on Dining Trains, Santa Special Christmas Trains and
other train services, vehicles or locations on Railway property which may, from time to
time, be restricted as advertised.
Several variation of Dining services are operated from time to time. For certain events, e.g.
Wessex Belle Evening Dining, Sunday Lunches, Christmas Lunch, customers are required
to select from the set menu for the particular journey the full meal for all guests in the party
at the time of booking. Once the booking is completed it may not be possible to alter
choices. With sufficient advance notice the Chef is usually able to accommodate special
dietary needs. Full payment for tickets is made when ordering.
Accommodation is sold on the basis of tables for 2 or 4 people. No discounts are given on
Dining train prices unless specifically advertised.
Most Dining Trains can only be boarded and alighted from at Swanage Station.
Dining Trains will aspire to depart at the advertised time. Passengers are encouraged to
arrive at least 30 minutes before departure time advertised. Trains can only be held a short
time for late arrivals to avoid inconvenience to other travellers.
Swanage Railway Company Limited Conditions of Carriage and Regulations apply to all
passengers and visitors to Railway property.
DRIVER EXPERIENCE AND FOOTPLATE RIDES
Persons taking part in these events must:
i) be able to climb up to and down from the Locomotive cab unaided.
ii) be 18 years of age or older.
Iii) not be under the influence of alchohol or drugs
iv) suffer from epilepsy, any intolerance to heat, or other illness which may create a
dangerous situation to occur on the footplate.
v) must sign a declaration as part of the pre-travel briefing and listen to and comply with all
instructions and directions given by the Locomotive crew and any other Authorised person.
vi)Overalls or clothing which you do no t mind possibly getting grubby should be worn.
Long trousers, long shirt sleeves and enclosed shoes (i.e. not sandals) are compulsory . If
the person travelling possesses safety shoes or boots these are ideal, but not essential.
vii)Customers must check in at Swanage Ticket Office at least 30 minutes before
advertised departure time for safety briefing and introduction. Trains cannot be delayed for
late arrivals. The Company will endeavour to move a late arrival to another departure,
subject to space, but cannot guarantee such a space as these events generally sell out
well in advance. The Company will not be liable for any loss as a result of a passenger
Standard travel tickets may be purchased in advance and are generally valid for travel for
one day in the following 12 months. They are not however valid for travel on Special
Services, Special Event or Gala Days or at other times when Standard fares are
suspended. It is the responsibility of the Customer to ensure that their ticket will be valid
before making a journey to visit the railway.
Advance Purchase Tickets do not guarantee seats on any particular train or day and
confer no advantage on the holder over other passengers, except that the holder may
pass through any ticket check barrier or board a train for which the ticket is valid without
first visiting the Station Ticket Office window.
Standard tickets are always available to purchase on the day from the Company's ticket
offices at it's stations or from Ticket Inspectors on the trains.
Swanage Railway Company Limited Conditions of Carriage and Regulations apply to all
passengers and visitors to Railway property.
SPECIAL EVENT AND GALA TICKETS.
Tickets for Special Events will be available for purchase in the period before the event.
Certain types or class of ticket will only be available for advance purchase and may be
limited in number or limited to a maximum specified number per customer. This will be
stated on the relevant booking page for the event.
Tickets for Special Events or Galas do not guarantee a seat on any train or access to any
specific train. The Company will endeavour to provide the services and locomotives
advertised however will not be held responsible for any disappointment or loss due to the
failure or non appearance of any particular locomotive
On occasion the Company may sell tickets for events organised by third parties such as
Music or Film Festivals, Carnivals etc. In this situation the Company is acting as Agent for
the organiser and the contract exists between the Customer and the Event organisers. If a
train journey is involved Swanage Railway Company will be the provider of the train
service and it's rules and regulations will apply to the train journey and on railway property.
Merchandise can be purchased from the online shop as available from time to time. Items
will normally be dispatched within 7 days from receipt of order. If your item is not in stock
the order will be cancelled and we will make a full refund to you.
For customers resident within the European Union, Value Added Tax (VAT/TVA) at the
prevailing rate at the date of order will be added with the exception of BFPO customers
based outside the U.K.Prices shown will include VAT/TVA where applicable.
Customers within Europe but outside the U.K. Who are registered for VAT/TVA within their
own country must supply their VAT/TVA number with any order.
Currently some items such as Books and Train Travel are zero-rated.
If you have any reason to return merchandise purchased from the Online shop, they may
be returned within 7 days of receipt providing that they are returned in the original
packaging and in the condition in which they were sold. Exceptions to this are DVD's, CD's
and Videotapes, which unless they prove faulty in manufacture will not be refunded or
Please see the Distant Selling Regulations for further detail of your rights.
CREDIT CARD SECURITY
All credit card numbers are encrypted in the software when the order is placed. They are
not held in clear text on our website. Card payment processing for on-line orders is
undertaken by automated Third Party handlers such as Paypal or Sagepay on our behalf.
MERCHANDISE RETURNS POLICY
Where merchandise (excluding tickets) is purchased from the on-line shop on the Website,
returned goods must be accompanied by the invoice number, date of purchase and
reason for the return. Your right to return goods are protected under the EU Distance
Swanage Railway Gift Cards may only be redeemed towards the purchase of eligible products from the Swanage Railway Company Limited. Purchases are deducted from the redeemer's Gift Card balance, any remaining ammount will be held with the assocatied Gift Card. If the purchase exceeds the redemer's Gift Card balance, the remaining ammount must be paid with another payment method. We may provide the Gift Card purchasers with information about the redemption status of Gift Cards they have purchased. No fees apply to Gift Cards
Gift Cards cannot be redeemed for purchases on www.swanagerailway.co.uk or any website operted by us, nor redeemed for any 'on-train' purchases.
Gift Cards, including any unused balances, expire ten years from the date of issuance. Gift Cards may not be redeemed for purchases on www.swanagerailway.co.uk or any website operated by us, nor redeemed for any 'on-train' purchases.Gift Cards cannot be reloaded, resold, transferred for value or redeemed for cash, except to the extent required by law. Unused Gift Card balances may not be transfered to another Gift Card nor account.
3. Risk of Loss.
The risk of loss and title for Gift Cards pass to the purchaser upon our dispatch of the Gift Card to the purchaser or designated recipient, or delivery to the carrier, whichever is applicable. We are not responsible if any Gift Card is lost, stolen, distroyed or used without your permission.
We will have the right to close customer accounts and take payment from alternative forms if a fradulently obtained Gift Card is redeemed.
5. Limitations of Liability.
WE MAKE NO WARRANTIES, EXPRESS OR IMPLIED, WITH RESPECT TO GIFT CARDS, INCLUDING WITHOUT LIMITATION, ANY EXPRESS OR IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. IN THE EVENT A GIFT CARD IS NON-FUNCTIONAL, YOUR SOLE REMEDY, AND OUR SOLE LIABILITY, WILL BE THE REPLACEMENT OF SUCH GIFT CARD. CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MAY HAVE ADDITIONAL RIGHTS.
Updated 19th December 2014 (Gift Cards)