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train.io terms of service

These terms are effective as of 20th September 2023.

We know nobody likes reading these, but we have to pop this stuff here.

It includes important information about how we use your data, disclosures of affiliates and more.

In a nutshell, the terms of service are as follows

Information on third party services within train.io

We're all about helping smaller developers get their creations out there.

The train.io platform includes integrations and embedded versions of some services that are powered by third parties. It is important to note that the developers of these third party sites and tools have not been verified for use on train.io and can be removed at the request of the developer at any time. If you are a developer, your service is on train.io and you would like it removed, please contact train.io at trainioapp@gmail.com, and we'll get back to you as soon as possible.

Live departure boards are powered by a GitHub Open Source Project by David Wheatley, which can be found here: https://github.com/davwheat/uk-dot-matrix

TIGER departure board services are powered by Worldline, which can be found here: https://tiger.worldline.global

Traksy track and signalling map services are powered by Traksy, which can be found here: https://traksy.uk/live

Live status updates are updated using an API which is provided by National Rail and Rail Delivery Group. More information about the use of these APIs can be found here: https://raildata.org.uk/

The full terms

the train.io website and applications

These terms of service ("Terms") govern your use of train.io ("train.io" or "application") operated by Ryan O'Donnell's Appbox ("Appbox", "train.io", "Ryan O'Donnell's Appbox", "us" or "we").

Tickets are zero rated for VAT and so VAT receipts are not routinely offered by our retailing provider, Trip.com.

You can contact our support services. This is via our self service support pages or by contacting the train.io social media pages on Facebook, Instagram or X, our usernames are usually @trainioapp. 

Ryan O'Donnell's Appbox takes your privacy seriously. You may opt to grant train.io access to your current location ("Location Information") to find your nearest station as set in the Privacy Policy for train.io. Your location is not handled by train.io, but the third party service that you may be using at the time.

train.io may contain links to third party websites and/or services that are not owned or controlled by Ryan O'Donnell's Appbox.

Ryan O'Donnell's Appbox has no control over, and assumes no responsibility for the content, privacy policies or practices of any third party websites or services. You further acknowledge and agree that Ryan O'Donnell's Appbox shall not be responsible or liable, directly or indirectly for any damage or loss caused or alleged to be caused by or in connection with use of or reliance on any such content, goods or services available on or through any such websites or services.

train.io is owned and operated by Ryan O'Donnell's Appbox. The visual interfaces, design, compilation, information, computer code (including source code), products, software, services and all other elements of the application provided by Ryan O'Donnell's Appbox are protected by copyright, trade dress, patent, trademark laws and all other relevant intellectual property and propriety rights. All materials contains in the application are the property of Ryan O'Donnell's Appbox or affiliated companies and/or third party licensors.

All suggestions, enhancement requests, feedback, recommendations or other input provided by you or any other party relating to train.io shall be owned by Ryan O'Donnell's Appbox, and you hereby shall make all assignments and take all reasonable acts necessary to accomplish the foregoing ownership. You grant Ryan O'Donnell's Appbox a worldwide, perpetual, irrevocable, royalty free licence to use and incorporate into train.io any suggestion, enhancement request, recommendation, correction or other feedback provided by you relating to the operation of train.io.

All trademarks, service marks and trade names are proprietary to Ryan O'Donnell's Appbox or its affiliates and/or third parties. Except as expressly authorised by Ryan O'Donnell's Appbox, you agree not to sell, license, distribute, copy, modify, publicly perform or display, transmit, publish, edit, adapt, create derivative works from or otherwise make unauthotised use of the materials.

Ryan O'Donnell's Appbox reserves all rights not expressly granted in the terms.

In no event shall Ryan O'Donnell's Appbox be liable for any indirect, incidental, special, consequential or punitive damages, including without limitation, loss of profits, data, use, goodwill or other intangible losses, resulting from (i) your access to or use of or inability to access or use the train.io service; (ii) any conduct or content of any third party on the train.io service; (iii) any content obtained from the train.io service and (iv) unauthorised access, use or alteration of your transmissions or content, whether based on warranty, contract, tort (including negligence) or any other legal theory, whether or not we have been informed of the possibility of such damage, and even if a remedy set forth herein is found to have failed of its essential purpose.

Your use of the train.io service is at your sole risk. The train.io service is provided on an "as is" and "as available" basis. The train.io service is provided without warranties of any kind, whether express or implied, including but not limited to implied warranties or merchantability, accuracy, fitness for a particular purpose, non infringement or course of performance.

Ryan O'Donnell's Appbox and its affiliates do not warrant that a) the train.io service will function uninterrupted, secure or available at any particular time or location; b) any errors or defects will be corrected; c) the train.io service is free of viruses or other harmful components or d) the results of using the train.io service will meet your requirements. You understand that train.io may expose you to content that is inaccurate and hereby do waive any legal or equitable rights or remedies you have or may have against train.io with respect hereto. train.io does not endorse any content or other material or any opinion, recommendation or advice expressed therein, and train.io expressly disclaims any and all liability in connection with content and other materials.

You agree that Ryan O'Donnell's Appbox may terminate your access to the train.io service, at our sole discretion, without cause or notice and without penalty at any time. Ryan O'Donnell's Appbox may also at any time discontinue providing access to train.io, or any part thereof, with or without notice. You also agree that Ryan O'Donnell's Appbox will not be liable to you or any third party for such termination. Upon termination, your right to use the train.io service will immediately cease.

At times, it may be necessary for us to make changes to these terms, such as due to changes in the services we offer, Apple and Google's policies and procedures and/or the applicable laws of the United Kingdom. We reserve the right to update or modify these terms at any time without prior notice. Please review these terms periodically.

If you have any questions about the policies described in this statement, please email us directly at trainioapp@gmail.com.

the train.io booking and delay repay services

ticket retailing

We’re an official affiliate on behalf of train operators (the operators), but we don’t run these services ourselves.

 

The booking service is provided by Trip.com, a booking platform provider that is registered in Singapore, under Company Registration Number 098632). We’re only responsible for external linking to the booking service, to the extent laid out in these Terms and Conditions. And, when you use the booking service (even if it’s just browsing), you’re acknowledging that you’ve read and understood these Terms and Conditions, as well as those of Trip.com. Please note that Trip.com also trades under different names, these being Trip.com Travel Singapore Pte Ltd and Trip Air Ticketing (UK) Limited. They are authorised as a global travel agency with Singapore Travel Licence no. 02943.
 
Trip.com will give you the key information on the tickets they sell, so you can make an informed choice. 
 
Although Trip.com take the greatest care to give you search results that are accurate in both price and description, we can’t guarantee that all the information in their booking service will be correct. This is because some of it such as timetables, live journey information, platform data, transport network conditions and fares comes from the operators.

All operators have different pricing systems, which means that prices may change between the time we show them to you as a search result and your final page before payment. But, we’ll let you know before you pay if the price has changed. 
 
You can apply loyalty and/or railcards cards for eligible passengers via our booking service. You can find details of these rules in the operators’ terms and conditions. See also information about Railcards at railcards.co.uk.  
 
Railway staff will be able to buy discounted privilege rate PRIV tickets. The sale of such ticket will require validation from the train.io team. This includes, but is not limited to, verification of a workplace ID, verification of a valid Rail Staff Travel Online account and OR valid Rail Staff Travel card and verification of workplace email. This information is deleted from our systems at least 28 days after the verification process is complete. (This feature is launching in mid 2024.)

your train journey

The train operating companies with whom you book tickets through the Trip.com Booking Service are responsible to you in respect of the provision of the train journey you have booked. All bookings made through the Trip.com Booking Service are subject to the National Rail Conditions of Travel (explained below) and any specific restrictions imposed by the relevant train operating companies which vary by ticket type. 

train.io is therefore not responsible for any delays, cancellations, or other disruptions to train services and we do not set any of the terms and conditions, including eligibility for refunds, of the various ticket types. 

use of the booking service

Please note, train.io does not operate booking services. These are provided by our affiliate, Trip.com.

The Booking Service provided by Trip.com offers an impartial service selling tickets available around Great Britain representing all train operating companies. 

The Booking Service is designed to provide you with travel information, to assist you in determining the availability of travel-related goods and services and to make travel reservations or other travel-related purchases. You agree that you will only use the travel information facilities of this Booking Service to find out information for yourself or for another person who intends to use or make use of this Booking Service to purchase travel services. 

You confirm that you are at least 16 years old to use the Booking Service, and if you are 16 or 17 years old, you confirm that you have obtained your parent or guardian's consent to become a registered user and/or use the Booking Service. You confirm that you have authority to use the payment method or billing account details you provide for the purpose of settling any payments due for any purchase made through the Booking Service, or that you owe to us. If you are 16 or 17 years old and using a credit card for the purpose of settling any payments due for any purchase made through the Booking Service, or that you owe to us, you confirm you have obtained appropriate consent from the credit cardholder prior to using the credit card.  

You also promise that all information supplied by you in using the Booking Service is accurate and that you will not make any speculative, false or fraudulent reservation. You further promise that you will only use the travel services reservations facilities of the Booking Service to make reservations or purchases for yourself or for another person on whose behalf you are legally entitled to act. 

By default this Booking Service provides details of trains and fares which represent the fastest published journey times on the date and at the times selected. In some cases there may be cheaper fares available on other operators' routes or at off-peak times, in which case we provide a link to search for these. We quote prices for, and are able to sell the vast majority of point-to-point train tickets. We shall not be obliged to sell tickets to or reserve a seat for, a person or persons who we have reason to believe may be intending to use it, or the proposed method of payment, fraudulently. 

You acknowledge that you will be financially responsible for any bookings which are made through the Booking Service using your account details and for all reasonable and foreseeable losses which we suffer as a result of your breach of these terms or your negligence when using the Booking Service (including where you deliberately or negligently let others use your account). 

Please click here to read Trip.com terms and conditions, which govern the use of the booking platform and the issuing of tickets for travel. 

There may be certain fees and charges payable on top of the ticket price in respect of purchases made via the Booking Service, provided by Trip.com. If applicable, these will be identified during the booking process. Some of these fees are levied by the relevant train operating company which requires us to pass them on to you, the customer. 

You will be responsible for all charges and taxes payable as a result of your use of the Booking Service, including any cost of accessing the Booking Service (for example, internet access charges or mobile data charges). 

Some tickets have limited availability. Although Trip.com check availability before quoting the fares, Trip.com cannot guarantee the availability of such tickets until you confirm the details of your journey immediately prior to payment. However, Trip.com do not charge your credit card until your order has been processed. Trip.com take all reasonable measures to ensure that the times and fares quoted on the Booking Service are correct. However, despite our and Trip.com's efforts, Trip.com cannot guarantee that all of the information on the Booking Service (including times and fares) is correct, as our source data is provided from a third party rail information provider. Where Trip.com become aware of an error, we will take reasonable measures to rectify it. If you have purchased tickets which are subject to an error, Trip.com will refund these in full. 

When Trip.com have confirmed your booking by email to your registered email address, Trip.com will fulfil your tickets to you using the fulfilment method you selected when you made your booking. While Trip.com endeavour to have tickets delivered in accordance with timescales supplied by their delivery agents, Trip.com cannot be responsible for any guaranteed delivery times. If you selected the e-ticket fulfilment option, you are able to receive this as a PDF file to your registered email address. This ticket can also be imported to the train.io application to provide additional information about your journey which can include, but won’t be limited to showing you live updates regarding your journey, local attractions and onward travel information. 

Please check your tickets when you receive them. If you believe that the tickets Trip.com have sent you do not meet the information you provided at the time of booking through the Booking Service, please contact Trip.com.  

You must ensure that you are in possession of the tickets booked before you board the train.

If you cannot produce a valid ticket for the class of accommodation and service that you are using, you will have to pay the appropriate fare on the train and a penalty fare may also be payable. 

 

train.io, Trip.com, the train operating company and the ticket inspector reserve the right to refuse to accept your ticket to the extent that it is unsatisfactorily displayed or to the extent that we or they have reason to suspect that a fraudulent use of booking confirmation, transfer to a different person, or other abuse or reproductions, copies or counterfeits of any ticket are in circulation. We may also block your access to any retailing facilities provided within the train.io application if we suspect any fraudulent activity. 

Where London International CIV tickets (for use in connection with a Continental or Eurostar ticket) ("CIV tickets") are purchased, they must be accompanied by a valid international travel ticket which must be presented for inspection on the domestic journey along with the CIV ticket. Omio will not be responsible for any extra costs charged to you by the train operating company where you are unable to provide evidence of a valid international travel ticket accompanied by the CIV ticket when requested by the train operating company staff. 

Trip.com offer a range of methods to get your tickets. The particular options offered for your booking may differ depending on various factors, including ticket type, train operator, method of purchase and whether or not there is sufficient time to reliably post your tickets. 

Normal post: Trip.com will dispatch tickets by normal post to the address you specify during the delivery process. You should ensure that the address provided is correct. 

Next day delivery: Trip.com will dispatch tickets by Royal Mail Special Delivery to the address you specify during the delivery process. You should ensure that the address provided is correct. You will need to sign for the tickets upon delivery.  Please note that due to Royal Mail restrictions it may take longer to deliver to remote locations. Please click here for more information on Royal Mail delivery times to remote locations. 

International post: Trip.com will dispatch tickets by International Signed For (TM) post to the address you specify during the delivery process. You should ensure that the address provided is correct. You will need to sign for the tickets upon delivery. 

Collecting tickets at the station: For many bookings, Trip.com allow you to collect tickets from a range of stations. You must allow sufficient time to collect your tickets before boarding the train. You must have your ticket collection reference, and (unless stated otherwise) the credit/debit card used to make the purchase as identification. You should note any special collection instructions given during the booking process, for example the station opening hours. 

If you are unable to collect your tickets (for example due to the ticket machine(s) being out of service) then you should contact the station staff for further assistance. If there are no staff at the station, you should board your booked train, and make yourself known to the on-train staff at the earliest possible opportunity. 

Mobile tickets: For some bookings, Trip.com allow you to travel with paperless tickets ("Mobile tickets") delivered to either your email address in the form of a PDF file OR the train.io mobile application installed on a mobile phone, tablet or similar device ("mobile device"). Mobile tickets are not available on all Mobile Device operating systems. 

When booking such tickets, you must check that your mobile device is compatible with Trip.com tickets by following the instructions provided before purchase and that you have an up to date version of the train.io mobile application.

If you have an unsupported mobile device, you can get a mobile ticket delivered to your registered email address in the form of a PDF file. 

It is your responsibility to ensure that you carry your mobile device on the relevant journey and that your mobile device is charged, functional, displaying the correct date and time and that you are able to display the ticket on your mobile device for inspection and scanning when you travel. Mobile tickets must be activated from within the train.io mobile application before boarding the train in order to validate the mobile ticket.

 

The mobile device must be capable of running the train.io mobile application and clearly presenting the mobile ticket in a legible manner. This part of the Terms and Conditions only applies if you have chosen an e-ticket delivered to the train.io mobile application. 

Due to the wide variety of mobile devices and networks we are unable to offer full technical support or assistance. You may incur data usage charges from your mobile network provider for downloading a ticket. You should check with your network provider as to what charges may apply. 

If tickets have been booked for more than one passenger, all passengers should travel together. 

The ticket must be stored on your mobile device until the date and time of travel and such safekeeping shall be your responsibility. Mobile tickets are non-transferable. 

By purchasing a mobile ticket, you agree to cooperate with the train inspector and let him/her clearly view and scan the ticket on your mobile device and you acknowledge that you may be requested to hand over your mobile device voluntarily for inspection. If you do not produce your ticket or hand over your mobile device upon request, by the train inspector, the train inspector shall be entitled to consider that you are travelling without a ticket. 

Some train operating companies apply additional restrictions to the use of mobile tickets - you must note any additional restrictions notified during the booking process. 

 

e-tickets: For some bookings we will allow you to use an eticket. Where you select an eticket, Trip.com will email you your tickets and you will have the option to use the eticket in one or more of the following ways: 

1. Open the PDF attachment and show the ticket on your Mobile Device.

If you are using this option then you must ensure that your mobile device can receive email and display a PDF attachment prior to purchase. It is your responsibility to ensure that you carry your mobile device on the relevant journey and that your mobile device is charged, functional and that you are able to display the ticket on your mobile device for inspection when you travel. You may incur data usage charges from your mobile network provider for downloading a ticket. You should check with your network provider as to what charges may apply. The ticket must be stored on your mobile device until the date and time of travel and such safekeeping shall be your responsibility. You agree to cooperate with the train inspector and let him/her clearly view and scan the ticket on your mobile device and you acknowledge that you may be requested to hand over your mobile device voluntarily for inspection and scanning. If you do not produce your ticket or hand over your mobile device upon request by the train inspector, the train inspector shall be entitled to consider that you are travelling without a ticket. 
 

2. Print your tickets at home, or download and import the e-ticket on the train.io mobile application.

The train.io application allows the importation of etickets purchased from any eticket retailer. Simply select the PDF file that was provided to you and the train.io app will do the rest of the work. Using your e-ticket, we’ll analyse this ticket to provide information such as onward travel information, local attractions at your destination and provide you with live status updates. We may also use your ticket to provide you a range of third party services as described earlier in the Terms and Conditions. These third party services are completely optional. 

If you are using this option then the terms relating to Mobile tickets set out above will apply to your use of the eticket. 

You must ensure that you present your eticket for inspection and scanning in one of the ways described above. 

An e-ticket can only be used by one customer for one valid journey. It is a criminal offence to amend and/or reproduce an e-ticket for fraudulent use. Where more than one customer presents the same e-ticket for travel, both may be deemed invalid for travel. You shall have full liability for any fraudulent use of your e-ticket. train.io and Trip.com shall have no liability for any fraudulent use of e-tickets. 

changes, cancellations and refunds

Please note, train.io does not operate booking services. These are provided by our affiliate, Trip.com.

Whether or not tickets can be amended and/or cancelled and refunded varies by the ticket type and is a feature of the ticket as determined by the train operating companies offering you the ticket. These terms and conditions are available during the booking process and we recommend you check these whilst booking your ticket to ensure you are buying a ticket which meets your requirements. These terms and conditions are also available in your account once you have made a booking. 

Additional restrictions may apply to certain delivery methods and if applicable these will be notified during the booking process. 

Where a ticket can be changed (for example most Advance tickets), you can change the travel date and time of travel by logging into your Trip.com account. If you are changing your ticket with Trip.com, you must do this before your original train departs, and at least 2 hours before your new departure time. In addition to any difference in ticket cost, a change of journey standard charge will apply. Trip.com cannot change the stations you chose to travel between. If your original tickets have been issued, you will need to return these to Trip.com and they must be unused. 

Where a ticket can be cancelled and refunded (for example most Anytime and Off-peak tickets) you can cancel this online by logging into your Trip.com account. Standard charges apply. Please note that where a refund is made, it shall be for the ticket price only, and any associated booking fees are non-refundable. If your tickets have been issued, you will need to return these to Trip.com and they must be unused. 

Please note that you will be responsible for the cost of returning any tickets to us where this is required. 

The level of fees for changes and refunds are generally determined by the train operating companies. The current fees are shown in the ticket terms and conditions available in the booking process. 

Trip.com endeavour to process your request within 28 days of receipt of your application. If your refund is approved, Trip.com will process your payment back onto the card used to make the purchase (minus the Trip.com £10 administration fee if applicable). It may take up to 5 working days for a credit to appear on your statement. 

Trip.com shall not be obliged to change, cancel, replace or refund a ticket where Trip.com have reason to believe that it is being done so fraudulently. 

compensation and refunds for delayed or cancelled journeys

If the service on which you have booked to travel is cancelled or severely disrupted you may be entitled to compensation or a refund. We will provide you with the contact details of the relevant train company and you will need to make a claim directly with the train company concerned, unless you have opted into the train.io automatic delay repay compensation scheme. We submit your delay repay claim on your behalf with the information that you provide. All information that you submit to train.io is deleted within 7 working days of submitting your claim. We will inform you no later than 4 working days of the train operating company decision, with details on how to appeal your claim if your claim is rejected. 

version 1.1, effective 20 September 2023

The previous terms agreement started on 17 September 2023, and ended on 20 September 2023.

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