Visitor Booking Terms & Conditions
Everything You Need to Know Before You Travel
These Visitor Booking Terms & Conditions explain everything you need to know before booking and travelling with us. They set out how bookings are made, when tickets may be refunded, exchanged or changed, what you can expect from us, and how we can all work together to ensure everyone enjoys a safe and memorable visit.
By purchasing tickets or making a booking with Swanage Railway ("we", "our" or "us"), you agree to these Terms & Conditions. Some events and experiences may have additional terms which will be clearly displayed at the time of booking.
Our Promise to You
Every ticket purchased helps support the preservation of Swanage Railway as a registered charity.
We are committed to providing a safe, enjoyable and memorable experience for every visitor while protecting our historic railway for future generations.
We promise to welcome you with friendly service, provide a safe environment, keep you informed if plans change and preserve the railway to the highest standards possible. In return, we ask visitors to respect our staff, volunteers, fellow passengers and our historic railway so everyone can enjoy their visit.
Making a Booking
Tickets may be purchased through our website, by telephone, at our booking offices or through authorised sales partners.
Your booking is confirmed once payment has been successfully processed and a booking confirmation has been issued. Please check your confirmation carefully and contact us as soon as possible if any details are incorrect.
Prices & Payment
All prices are shown in Pounds Sterling (£) and include VAT where applicable.
Payment must be made in full at the time of booking. If an obvious pricing error occurs, we reserve the right to cancel the booking and offer either a full refund or the opportunity to purchase at the correct price.
Gift Aid
As a registered charity, Swanage Railway can claim Gift Aid on eligible donations and membership subscriptions from UK taxpayers.
Gift Aid cannot normally be claimed on train tickets or purchases where a significant benefit is received unless specifically stated.
Receiving Your Tickets
Tickets may be issued as e-tickets or collected from a station where available.
Please ensure your email address is correct and keep your tickets safe. Lost, stolen, altered or damaged tickets cannot normally be replaced.
Good to Know: We recommend downloading or printing your e-ticket before travelling as mobile signal may be limited in some locations.
Ticket Validity
Tickets are valid only for the date, service or event shown on your booking confirmation unless otherwise stated.
Tickets must be presented on request and must not be copied, altered or resold without permission.
Refunds, Exchanges & Cancellations
Unless Ticket Protection has been purchased and the circumstances of your cancellation or requested change are covered by the Ticket Protection Terms & Conditions, tickets are generally non-refundable and non-transferable.
If Swanage Railway cancels your booked service and no suitable alternative can be offered, you will be entitled to transfer your booking to another suitable date or service, or receive a full refund.
Where a service operates but you choose not to travel, our normal cancellation terms will apply.
Ticket Protection
We understand that sometimes plans change. Ticket Protection is an optional service which can be added to eligible bookings at the time of purchase.
Where Ticket Protection has been purchased, you may be able to cancel your booking and receive a refund, or change your travel date, where your circumstances meet the eligibility requirements set out in the separate Ticket Protection Terms & Conditions.
Ticket Protection only applies to the booking for which it was purchased and must normally be added at the time the original booking is made. It cannot normally be added retrospectively.
Ticket Protection does not provide an automatic right to a refund or change of travel date. Any request will be subject to the circumstances being covered by the Ticket Protection Terms & Conditions and any evidence or information reasonably required to support the request.
The cost of Ticket Protection itself is non-refundable unless Swanage Railway cancels the booked service or experience and a refund is otherwise due.
Good to Know: If you think there is a reasonable chance that your plans may change, we recommend adding Ticket Protection when you book. Without Ticket Protection, our standard tickets are generally non-refundable.
Full eligibility, exclusions, how to make a claim or request a change, and any applicable time limits are set out in our separate Ticket Protection Terms & Conditions.
Changes to Services
Swanage Railway operates historic locomotives and rolling stock. We reserve the right to alter timetables, locomotives, carriages, catering services or other operational arrangements where reasonably necessary.
Changes to locomotives or rolling stock do not normally entitle customers to a refund.
Good to Know: Many of our locomotives and carriages are over 100 years old, so occasional substitutions are sometimes necessary.
Visiting the Railway
Visitors are asked to behave responsibly, follow staff instructions and supervise children at all times.
Smoking and vaping are only permitted in designated smoking areas. Smoking and vaping are prohibited on all trains, station platforms, inside station buildings and in any enclosed public areas on Swanage Railway property.
Visitors are asked to respect these restrictions for the comfort and safety of everyone.
Safety on Board
Swanage Railway operates heritage locomotives and carriages which have different safety features from those found on the national rail network.
Passengers must take appropriate care when boarding, travelling on and leaving our trains and must follow all safety notices and instructions given by Swanage Railway staff and volunteers.
Carriage doors are manually operated and must not be opened until the train has come to a complete stop at a station platform. Some doors may be locked for safety reasons and will be clearly labelled. Passengers must use an alternative available door.
Not all carriage doors may be alongside the platform at every station. Passengers must only board or leave the train using a door that opens directly onto the station platform.
Passengers should not lean out of train door windows, except where necessary to operate the door at a station, and must take care when boarding and alighting due to the step and potential gap between the train and platform.
Passengers should remain a safe distance from trains while on station platforms, particularly when trains are moving.
Anyone requiring assistance, feeling unwell or experiencing an emergency while travelling should notify a member of Swanage Railway staff as soon as possible.
Photography & Filming
Photography and filming for personal use is welcome provided it does not interfere with railway operations or other visitors.
Commercial filming and drones require prior written permission.
Accessibility
We believe everyone should have the opportunity to enjoy a heritage railway. We continue to invest in improving accessibility whilst preserving the historic character of the railway.
Assistance Dogs are welcome throughout the railway.
Good to Know: We are introducing accessible heritage coaches so more passengers can travel together in comfort.
Dogs
Well-behaved dogs are welcome when kept on a short lead.
Dogs may not be permitted in certain catering outlets, dining trains or special events, except Assistance Dogs.
Group Bookings
Discounted fares are available for eligible groups. Please book in advance and confirm final numbers by the deadline in your booking confirmation.
Driver Experiences & Special Experiences
Participants must meet published eligibility requirements, attend safety briefings and follow all instructions.
Additional terms may apply to these experiences and will be provided at the time of booking.
Gift Cards
Gift Cards may be redeemed against eligible Swanage Railway products and experiences.
They cannot be exchanged for cash and should be treated like cash.
Privacy
Personal information is processed in accordance with our Privacy Policy and UK data protection legislation.
Liability
Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.
Subject to this, Swanage Railway is not liable for indirect or consequential losses or for circumstances beyond our reasonable control.
Contact Us
Swanage Railway
Station House
Swanage Station
Swanage
Dorset
BH19 1HB
Telephone: 01929 425800
Email: [email protected]
