Booking Terms and Conditions

Booking terms and conditions

Please read these the following terms and conditions carefully, since they, along with the specific terms associated with your train ticket(s), passes, reservations, car hire, insurance or any other product, apply when you book via loco2.com.

These terms and conditions are separate from our Terms of Website Use (which apply whenever you use this website, whether or not you make a booking) and our Privacy Policy (which explains how we handle your personal data). If you do not agree with these terms, you must not use loco2.com to purchase tickets and/or other products.

Loco2 may vary these terms and conditions (and any related terms specific to additional products or services we may offer) at any time, and we will show any alterations at loco2.com. You should check applicable terms regularly.

Each time you make a purchase you will be deemed to have accepted the terms and conditions, and any variations of applicable terms, as they appear at the time of booking.

Glossary of terms

In these terms and conditions, the following definitions apply unless the context otherwise requires:

“Loco2“ “loco2.com“, “we“, “us“, “our” and “ourselves” means Loco2 Limited trading as loco2.com.

“you” and “your” means all persons (or any of them as applicable) named on your booking including the person who makes the booking (the cardholder), the lead passenger, and any passenger who is added or substituted at a later stage.

“lead passenger“ means the first passenger named on the booking, who is subject to the terms outlined below.

“cardholder“ means the named debit or credit card holder who pays for the booking, and who is subject to the terms outlined below.

“passengers“ means all passengers named on the booking, who are subject to the terms outlined below.

“ticket provider” means the provider of any train tickets, passes or reservations booked on your behalf by Loco2.

“carrier“ means a railway undertaking or train operating company providing transport or travel services to passengers related to a ticket, pass or reservation.

“third party provider” means the provider of any car hire, travel insurance, accommodation and / or any other service or product you book through us.

“ticket“ means a ticket entitling travel as per the details and conditions of your booking covering standard (postal), Print at Home and Collect at Station tickets.

“pass“ means an entitlement to travel that may, in some circumstances, require a Reservation.

“reservation“ means a reservation that confirms a seat allocation on a specified service.

“collect at station“ means a ticket that must be printed using a collect at station reference from a self-service ticket machine at a designated train station.

“print at home“ means a PDF ticket that must be printed at home prior to departure.

“booking reference“ means the reference given at the time of booking used to identify your purchase.

“collect at station reference“ means a reference used to retrieve tickets from a self-service machine at a designated train station.

“CIV“ means conventions concerning the terms applying to international carriage by rail.

“terms and conditions“ means the terms and conditions set out below.

“fare conditions“ means the specific conditions that apply to a booking, which you must confirm acceptance of separately to the terms and conditions hereunder.

“other product / service“ means any product or service, offered by a third party and not pertaining directly to a ticket, pass or reservation.

“force majeure“ means a major event that is outside the reasonable control of a) Loco2 b) a ticket provider and/or c) any carrier, whose services are, or may be, affected by such an event.

1. Application of terms and conditions
1.1. The terms and conditions contained within this document apply when you, the customer, purchase a ticket, pass or reservation through us, Loco2 Ltd.
1.2. Loco2 may vary these terms and conditions at any time and you should check the current applicable terms and conditions regularly. Each time you make a purchase you will be deemed to have accepted the Terms and Conditions as they appear at the time of booking.

2. The service(s) we provide
2.1. Loco2 provides a web-based service that enables you to obtain travel information, to determine the availability of travel-related goods and services and to purchase tickets, passes and reservations.
2.2. Loco2 only holds responsibility for placing an order on your behalf with the relevant ticket provider. This responsibility is discharged once the tickets, passes or reservations have been posted by Loco2, or in the case of print at home or collect at station tickets, the corresponding confirmation email sent.
2.3. After purchasing tickets, passes or reservations, you will have a separate contract with the relevant ticket provider(s) and/or carrier(s).
2.4. The terms conditions of the ticket provider or carrier will apply to your contract with them. Loco2 acts only as an agent for ticket providers and/or carriers and does not enter into a contract with you for any of their services. Loco2 accepts no liability for any matters related to or connected with your contract with any given ticket provider or carrier.

3. Use of the rail booking service
3.1. When making a booking, the first passenger named on the booking is the lead passenger. The lead passenger must be at least 18 years old.
3.2. In the circumstance where the paying customer (the cardholder) is not the lead passenger, both the cardholder and the lead passenger are bound by these terms and conditions.
3.3. The lead passenger agrees to provide accurate and full information to the remainder of the party (the other passengers) in relation to the booking, including any changes, and confirms that all the other members of the party, including any that are added or substituted at a later date, agree to be bound by these terms and conditions.
3.4. Group bookings (10 people or more) cannot be placed over the Internet, and must be arranged by email or over the telephone.

3.4.1. In the event that a carrier finds a group of more than 10 passengers travelling together without having the correct ticket applicable to a group booking, the carrier reserves the right to cancel the ticket and require the passengers to re-purchase a ticket at the rate available at the time of travel or to exclude the passengers from travelling.
3.4.2. Loco2 accepts no liability whatsoever for any loss or liability incurred as a result of the group booking not being made in accordance with the above clauses 3.4 and 3.4.1.

4. Pricing
4.1. The price and availability of tickets and reservations is dependent on a number of factors. As such, the prices shown in search results do not necessarily reflect current availability and may be subject to change prior to purchase. Prices and availability are updated as regularly as is feasible, but tickets and reservations are subject to availability and prices can change at any time.
4.2. When you confirm your intent to reserve specific tickets or reservations our software will check the live availability and price, therefore please allow for changes to occur before your final price is confirmed
4.3. Credit card charges may apply in accordance with what we are charged by our payment providers
4.4. The prices quoted on this website are in Pounds Sterling (£). We are not responsible for the exchange rate if you choose to make a purchase with a foreign credit or debit card.

5. Your contract
5.1. When you purchase a ticket, pass or reservation is purchased via Loco2, the contract is between you and Loco2. The contract is for Loco2 to supply a valid ticket, pass or reservation from a relevant ticket provider(s) or carrier(s), and is discharged when the ticket, pass or reservation is supplied to you. The terms and conditions applying to the ticket/pass purchased are agreed, and are deemed to have been accepted by you at the time of payment (including any additional fare conditions specific to the product purchased).
5.2. The contract is for the Loco2 to supply a valid ticket, pass or reservation for the relevant carrier(s), and is discharged and complete when the ticket, pass or reservation is supplied to you. For all matters associated with the actual travel and use of the tickets, passes or reservations, your contract is directly with the relevant carrier or ticket provider. Loco2 acts only as an agent for them and will not be liable for any matters arising from, or connected with, the actual travel or use of the tickets, passes or reservations, which do not form part of the contract with Loco2.
5.3. The contract with the relevant carrier includes the following, to which the use of the tickets, passes and reservations is expressly subject:
5.3.1. Where travel is within one country and on Eurostar services, the relevant carrier’s conditions of carriage and any byelaws of the carrier;

5.3.2. Where travel is with two or more carriers in different countries which are party to the International Rail Convention:
5.3.2.1. the Uniform Rules concerning CIV:
5.3.2.2. the Uniform Additional Regulations;
5.3.2.3. the conditions of the Standard International Tariffs for the Transport of Passengers and their Luggage; and
5.3.2.4. the Carrier’s conditions of carriage and any byelaws of the Carrier applying to that ticket, pass or reservation (or relevant element of the same) or the travel services they provide.

5.3.3. All carriers within the EU are subject to EC Regulation No 1371/2007 on Rail Passengers’ Rights and Obligations.
5.4. Separate contracts with Loco2, the ticket provider and the carrier are formed and apply from the time the booking is confirmed by Loco2 and payment received.
5.5. The CIV and applicable carrier’s conditions of carriage referred to above contain express and binding limitations on the carrier’s liability to passengers. You are strongly advised to read the CIV and carrier’s conditions of carriage, as you are bound by them.

6. Your booking
6.1. Loco2 agrees to place a booking on your behalf with a ticket provider or carrier for the tickets, passes or reservations you have specified. Loco2 will then send a booking confirmation to the email address you have provided.
6.2. Any questions relating to your booking should be directed to Loco2 who will contact the ticket provider or carrier on your behalf.
6.3. Your booking may incur one or more of the following fees: a booking fee, credit card fee, postage and packing charges, and/or other applicable fees. These will be confirmed to you at the time of booking.
6.4. A contract is only formed once payment has been received and the booking confirmed. For the avoidance of doubt it is agreed that Loco2 or the ticket provider shall have no responsibility or liability with respect to any changes to i) a carrier’s advance booking period, ii) the availability or non-availability of a carrier’s offers, or iii) a carrier’s offer terms made at any time before a contract is formed. It is your responsibility to check all such changes and final contract.
6.5. Breaks in the journey are only allowed if the ticket type explicitly permits them.

7. Accuracy of information provided
7.1. It is your responsibility to provide an accurate email address in order to receive confirmation of booking. A binding contract between you and the relevant ticket provider and/or carrier will come into existence when your booking confirmation and itinerary is e-mailed. Please check your confirmation itinerary together with all other booking confirmation details we send you as soon as you receive them.
7.2. We confirm (and you agree with) details of the booking, the price and any conditions that apply to the tickets, passes or reservations at the time of booking. This is the moment at which payment is made or originated to Loco2.
7.3. Loco2 accepts no liability for, and it is agreed that the ticket provider shall not be liable for ticket, pass or reservation errors that are the result of incorrect or incomplete information provided at the time of booking.

8. Receiving your tickets
8.1. If you select "1st Class Post" as the delivery method, your tickets will be dispatched by Royal Mail First Class post to the delivery address you provided. You should allow 10 working days for receipt of your tickets. A small postage charge will apply and this is clearly displayed before booking.
8.2. Collect at station tickets are available for some routes and will be offered by Loco2 where possible. There are specific conditions to which you must abide in order to collect your tickets:

8.2.1. Please ensure you leave sufficient time to collect your tickets before travel. We recommend at least 30 minutes before your planned departure and 60 minutes in the case of Eurostar journeys.
8.2.2. It is necessary to print and retain of parts of your ticket in order to be permitted to travel. You cannot travel with just a ticket collection reference, or email print out.
8.2.3. You must use the same debit or credit card that was used to make the original purchase at the ticket collection machines. The machine will not deliver the tickets without the card so it is your responsibility to have the card used for booking with you when you pick up your tickets.
8.2.4. You will be provided with a “collection at station reference” at the point of purchase and you will be asked to enter this at ticket delivery machines at the departure station.
8.2.5. It is your responsibility to check the opening times and accessibility of the ticket office and ticket collection machines. Loco2 is not liable for any event which results in you being unable to print your tickets.
8.2.6. There may be additional restrictions to the use of collect at station tickets. It is your responsibility to note any additional restrictions notified during the booking process.

8.3. Print at home (PAH) tickets are available for some routes and Loco2 offers them where possible. There are specific conditions to which you must abide in order that your PAH tickets are valid:

8.3.1. You must ensure that you print the ticket clearly on A4 paper and carry the ticket for the duration of travel.
8.3.2. You may be asked to show the credit/debit card that was used to make the booking for identification purposes.
8.3.3. If tickets were purchased for more than one passenger, all passengers should travel together and the lead passenger must carry the credit/debit card used to make the booking.
8.3.4. The specific fare conditions of the ticket apply to tickets printed at home and you are deemed to have accepted the terms and conditions for the ticket at the point of booking.
8.3.5. There may be additional restrictions to the use of print at home tickets. It is your responsibility to note any additional restrictions notified during the booking process.

9. When you receive your tickets
9.1. It is your responsibility to check tickets, reservation, passes and itinerary at the point of booking. Responsibility for incorrect dates/times is yours at the time of booking and we can only assist if the tickets, reservations or passes are exchangeable.
9.2. Amendments cannot usually be made to non-exchangeable/non-refundable tickets or reservations.
9.3. If tickets have not been received within 10 days of booking, you should contact Loco2 and we can contact the ticket provider on your behalf.
9.4. If you have any queries about your booking you should contact Loco2 in the first instance, and we will raise a query with the ticket provider or carrier on your behalf. This applies also if you have queries regarding the accuracy and completeness of your tickets when you receive them.

10. Changes requested by you
10.1. Tickets with a compulsory reservation can only be used on the service specified on the ticket. To travel at another time or date, tickets will need to be exchanged (if its conditions allow) or another ticket must purchased in order to travel.
10.2. Not all tickets/passes are refundable or exchangeable. You will be notified of the specific fare conditions of the ticket/pass before the point of purchase.
10.3. Fare conditions may specify that tickets are non-flexible, non-exchangeable and non-refundable, or they may specify that non-standard timeframes for exchanges and refunds apply. In addition, fare conditions may also specify the percentage of the fare that is retained by the ticket provider or carrier in the case of issuing an exchange (e.g. 15%). For the avoidance of doubt, fare conditions for each ticket, reservation or pass take precedence over the standard timeframes in these terms and conditions. These fare conditions are displayed before you make payment and you will be asked to confirm you have read these when booking.
10.4. Where ticket conditions allow an exchange, this can be for the date and time only, the route may not be changed. All exchanges are subject to availability in the same fare band as the original ticket. If no availability exists, you may be able to exchange for another fare band or upgrade at additional cost, subject to availability on the service your require.
10.5. You will be required to produce ALL tickets (both outbound and return) in order for an exchange to be made (this applies to exchanges made prior to, during and after travel where the applying ticket conditions allow this). Failure to do this will prevent an exchange of tickets.
10.6. Unless ticket conditions specifically allow otherwise exchanges can only be made prior to the date and time on the ticket. All exchanges must be for a date within 2 months of the original travel date.
10.7. For exchange conditions applying to passes, the relevant applicable pass conditions will apply.
10.8. Loco2 or the ticket provider upholds the right to levy an administration charge for any changes requested.
10.9. Exchanges can be made by post, over the telephone or via email. Exchanges can only be undertaken if ALL Tickets/Passes related to the booking are returned before the date/time of travel. In the first instance you should contact Loco2 to enquire with the ticket provider or carrier about the possibility of exchange on your behalf. If the exchange is possible you will need to return your tickets by special delivery, which will incur an additional charge to be paid by you.

11. Changes required by us
11.1. Ticket providers can at any time prior to confirmation of the booking, vary the price of the ticket, pass or reservation without notice.
11.2. Loco2, the ticket provider or carrier may amend the confirmation of the booking or invoice for tickets where an error has been made or where a force majeure event occurs, requiring such variation. These variations and amendments will be binding on you.
11.3. If a ticket provider or carrier makes a material change to the booking, you will be advised as soon as possible. You will be required to immediately elect to accept the change, make another booking or cancel the booking. Where the booking is cancelled, in cases where payment has been received, we will refund you in full.

12. Before/during/after the journey
12.1. You are responsible for the safekeeping of tickets, passes or reservations. If a Eurostar ticket is lost or stolen and you can quote the booking reference, we can replace the Ticket for an administration charge and it shall be your responsibility to collect it or choose the mode of delivery to you. Other than this, Loco2 or the ticket provider cannot replace lost, stolen or mislaid tickets, passes or reservations, nor refund their cost.
12.2. Neither Loco2, the ticket provider or carrier(s) will be liable to you or the passenger(s) if travel has not been possible because the passenger(s) do not have the correct documents, including passport and visas where necessary. It is your responsibility to check whether passengers require a visa to travel to, or via, a specific country or countries and to make full arrangements for this prior to the purchase of the ticket, pass or reservation.
12.3. Passengers must retain ALL tickets, passes or reservations for the duration of their journey (including outbound tickets until the end of the return journey) and produce them when requested. In case of after-sales query or complaint, all tickets, passes or reservations related to the whole booking will be required to be presented on request.

13. Claims
13.1. All claims must be made in writing (email is acceptable) within 28 days of the date of travel and should enclose all tickets related to the booking. Where a claim is made in respect of an incident or travel amendment, a suitable confirmation of the incident and/or endorsement of appropriate ticket(s) must be obtained from a member of staff, present when the incident took place.
13.2. As an agent to the carrier(s), Loco2 or the ticket provider are not liable for claims arising from actual travel. Loco2 will forward any notices or claims received to the appropriate authority, carrier, or other service provider for action where necessary.

14. Refunds and exchanges
14.1. For queries relating to a refund for tickets, passes or reservations, Loco2 will contact the ticket provider on your behalf to see if a refund or exchange is possible in your particular circumstances.
14.2. Not all tickets, passes or reservations permit refunds or exchanges, and some tickets only permit partial refunds. You will be notified of the applicable fare conditions of the Ticket when a purchase is made.
14.3. Refunds are not possible where a ticket, pass or reservation has been partially used. In the event of non-provision of part of a service by a carrier, an appropriate endorsement must be obtained as per clause 13.1.
14.4. Where a refund is permitted, to qualify all tickets, passes or reservations on that booking (both outbound and return) must be returned to Loco2 within 28 days of the travel date. Failure to do this will prevent a refund.
14.5. Where a refund is permitted, some tickets, passes or reservations can only be refunded before the date of travel. Please ensure you are aware of the applying refund conditions of tickets, passes or reservations.
14.6. Any permitted refunds will be made by the same method of payment used to make the purchase, and to the same bank debit/credit card.
14.7. All refunds will incur a 50p banking charge (this charge is incurred by Loco2 and is passed onto the customer at cost)
14.8. Where a credit card has been used for payment, any credit card fees will not be refunded.
14.9. Where 1st Class Post has been selected as the delivery method as per clause 8.1, any postage fees will not be refunded.
14.10. Where a ticket permits an exchange, further costs may be incurred according to the fare conditions and price of new tickets. Loco2 will notify you of any additonal fees and provide an online payment form. Any required new tickets will be issued on receipt of payment.

15. Return of tickets
15.1. Where changes have been requested by you or for claims or refunds, all tickets must be returned by special delivery to Loco2 who will forward them to the ticket provider on your behalf be received as follows:

15.1.1. In the case of changes requested by you, at least 24 hours before the original date of travel;
15.1.2. In the case of claims, within 28 days following travel; or
15.1.3. In the case of refunds, except where they have been purchased from a different point of sale, within 28 days of the travel date.

16. Luggage
16.1. The CIV and conditions of carriage of the carriers contain exclusions and limitations stating the liability of the carriers for loss, damage, destruction of luggage and late delivery of registered luggage.
16.2. Carriers may impose restrictions on the amount of luggage passengers may carry, and may levy a fee in respect to excess luggage, or require excess luggage to be sent via a registered baggage service.
16.3. The carrier may decline to accept certain items of luggage. Passengers are advised to check the details before travelling.
16.4. Lost and unclaimed luggage will be dealt with in accordance with the carrier’s own conditions of carriage. You are responsible for making yourself aware of these conditions.

17. Liability for death and injury
17.1. You agree that the following terms apply to cover the carrier’s liability for injury or death while using the services of a carrier.
17.2. For tickets, passes or reservations covered by the CIV, the limitations of liability and other relevant conditions set out in the CIV apply so far as the same are enforceable at law.
17.3. For journeys wholly within one country, you agree that the law to which the carrier is subject shall determine its liability.

18. Limitations on liability
18.1. Your rights and the liability of the carrier in the case of failure to perform or improper performance of the contract with them depends on the applicable relevant conditions of carriage of the carrier, which may restrict liability and, when applicable, the conditions on liability set out in the CIV.
18.2. You agree that Loco2 or the ticket provider will not be liable for the failure, negligence or breach of duty, law or contract of any carrier. Save in the case of breach of these terms and conditions and death or personal injury resulting from negligence, liability under Loco2 or the ticket provider and in connection with its contract with you is limited to refunding the price of the tickets, passes or reservations that have been purchased.
18.3. You also agree that Loco2 or the ticket provider is not liable for the theft, loss of or damage to luggage or personal effects or for any loss caused by a force majeure event. You agree that Loco2 or the ticket provider will not be liable for consequential loss or damage incurred by you.
18.4. Neither Loco2, nor the ticket provider, nor the carrier will be liable for any delay, poor performance or failure in performance caused by a force majeure event which affects delivery of tickets, passes or reservations, travelling arrangements or actual travelling.

19. Governing Law
19.1. The laws of England and Wales shall apply to all disputes arising in connection with the booking and the supply of tickets, passes or reservations and the contract between you and the ticket provider, and the English Courts shall have sole jurisdiction.
19.2. The law designated in the CIV governs disputes howsoever arising in connection with a carrier’s services and your contract with them for journeys over the territories of at least two countries.
19.3. The law to which a carrier is subject governs disputes arising in connection with a carrier’s services and your contract with them for journeys within the boundaries of one country.

20. Use of your email address
20.1. When you make a booking we will add your email address to our monthly email newsletter mailing list. If you do not want to receive the monthly newsletter you can unsubscribe instantly at any time by clicking the Unsubscribe link at the bottom of the email.
20.2. We will never share your email address or any other personal details with any third party for marketing purposes without obtaining your explicit consent. For more information, see our Privacy Policy.

21. Complaints
21.1. If you have a complaint about Loco2 please email hello@loco2.com with the word "Complaint" in the subject line. We will acknowledge receipt of any complaints within one (1) week of receiving them, and we will respond in full no later than one (1) month after acknowledging receipt.
21.2. If you have a complaint about a carrier you have travelled with using a ticket or pass booked through Loco2, you should follow the complaints procedure of the carrier in question. However you are free to also contact Loco2 and we will attempt to pass the details of the complaint on to the carrier, as far as it is within our control to do so.

22. Suspected fraudulent payments
22.1 If we suspect your booking has been made with a stolen credit or debit card, Loco2 reserves the right to cancel your tickets and void or refund the payment.
22.2 In instances where fraud is suspected Loco2 will send an email to the email address provided at the time of booking. The booking will be quarantined until Loco2 is satisfied that additional security checks have been passed.
22.3 Passengers who attempt to travel with a ticket that has been cancelled according to clause 22.1 will be refused entry by the train manager and the relevant local authorities alerted.

23. Deutsche Bahn terms and conditions
23.1 Some purchases on loco2.com involve Deutsche Bahn tickets. You will be informed at the point of purchase, and you will be asked to agree to additional terms and conditions before confirming your purchase.

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