Contents
1. General
1.1 – Tickets are issued subject to the rules and regulations of South Devon Railway Limited (SDR).
1.2 – Tickets purchased online produce a ticket that may be printed or displayed on a mobile device.
1.3 – Please check your booking as mistakes cannot always be rectified afterward.
1.4 – It is the responsibility of the booking holder to ascertain if a service has been cancelled or rescheduled. If a service has been cancelled or rescheduled, the SDR will use reasonable endeavours to notify booking holders of the cancellation. Please note that it cannot be guaranteed that all or any booking holders will be notified of such cancellation or alteration before the original date and time of travel.
1.5 – The SDR reserves the right to refuse carriage should booking holders breach any rules and regulations of the company. The management may on occasions have to conduct security searches to ensure the safety of its patrons, staff and volunteers.
1.6 – In exceptional circumstances the SDR may substitute the publicised locomotive with either a diesel or steam locomotive.
1.7 – If a booking is re-sold or transferred for profit or commercial gain by anyone other than the South Devon Railway, it may be voided and the holder refused travel.
1.8 – The SDR operates a non smoking/vaping policy on all of its trains, station platforms and all of its buildings.
2. Cancellations and Refunds
Bookings may only be exchanged or refunded after purchase in accordance with the SDR’s cancellation policies which varies with each category of service offered as set out in paragraphs 2.1, 2.2, 2.3 and 2.5. Nothing in these conditions shall prevent SDR from making a discretionary refund. The SDR cannot be held responsible for any tickets or booking confirmations which are lost or stolen. The SDR reserves the right to cancel without refund ticket bookings which it reasonably suspects have been achieved fraudulently. If you include a Gift Aid donation when you purchase your ticket we CANNOT offer you a refund. This an HMRC rule. Booking fees cannot be refunded.
2.1 - General Travel Tickets
Cancellation by SDR
2.1.1 – If SDR are unable to fulfill a booking, then the booking holder will be offered either a refund, or a re-booking for a later date, subject to availability.
Cancellation by the booking holder
2.1.2 – If the booking holder wishes to cancel the booking, then if a written (or e-mailed) cancellation is received at least the day before the date of the train concerned a 100% refund will apply, less an administration fee of £5.00. If the booking is cancelled less than the day before the booking, no refund will apply.
2.1.3 – If the booking holder is prevented from travelling, e.g because of weather or traffic conditions, but the appropriate train runs, then no refund will apply. SDR may offer an alternative time and date, subject to availability, and may at its sole discretion adjust a fare accordingly.
2.2 - Drive a Train Experiences
Cancellation by SDR
2.2.1 – If SDR are unable to fulfill a booking, then the booking holder will be offered either a refund, or a re-booking for a later date, subject to availability.
Cancellation by the booking holder
2.2.2 – If the booking holder wishes to cancel the booking, then if the cancellation is made four weeks before the date of the booking a 100% refund will apply less an administration fee of £5.00. If the booking is cancelled less than four weeks before the booking, no refund will apply.
2.2.3 – If the booking holder wishes to move the booking to an alternative available date, this should be done in writing or email no later than four weeks before the event.
2.3 - Dining Trains
Cancellation by SDR
2.3.1 – If SDR are unable to fulfill the booking, then the booking holder will be offered either a refund, or a re-booking for a later date, subject to availability.
Cancellation by the booking holder
2.3.2 – If the booking holder is prevented from travelling, e.g because of weather or traffic conditions, but the appropriate train runs, then no refund will apply. SDR may offer an alternative time and date, subject to availability, and may at its sole discretion adjust a fare accordingly.
2.3.3 – If the booking holder wishes to cancel the booking, then if the cancellation is made two weeks before the date of the booking a 100% refund will apply less an administration fee of £5.00. If the booking is cancelled less than two weeks before the booking, no refund will apply.
2.3.4 – If the booking holder wishes to move the booking to an alternative available date, this should be done in writing or email no later than two weeks before the event.
2.4 - Polar Express Trains
2.4.1 – Tickets for Polar Express are sold and managed by PNP Events Ltd. All enquiries and correspondence should be directed to PNP Events, their contact information can be found here.
2.5 - Vouchers
2.5.1 – All monies on the voucher must be used by the expiry date, which is 12 months from the date of purchase.
2.5.2 – The monies on the voucher cannot be exchanged for cash or used to purchase further vouchers. Following use, any remaining balance will be stored on the card and may be used to pay for future purposes up to the expiry of the card. Vouchers can be used against South Devon Railway travel, events and experiences online and at the Booking Office. Vouchers are also redeemable in the Gift Shop at Buckfastleigh.
2.5.3 – Please protect your voucher and treat it as cash. The SDR will not accept liability for lost, stolen or damaged vouchers. Vouchers which are defaced, altered or cancelled will not be accepted. The balances on vouchers cannot be returned. The SDR is not responsible for any unauthorised use of vouchers. Vouchers are non-refundable.
2.5.4 – Any balance remaining 12 months after purchase will be forfeited and the voucher cancelled.
2.5.5 – Vouchers are not a credit, debit or cheque guarantee card.
2.5.6 – The SDR reserves the right to amend these terms and conditions at any time and to take appropriate action, including the cancellation of vouchers, if, in its discretion, it deems such action necessary. This does not affect your statutory rights.
