Terms & Conditions

1. Introduction

First Greater Western Limited makes this Site available to you to provide information about its business and about certain products and services available to you.

Please read these Terms of Use (as defined below) carefully. Your access to, and use of, the website of First Greater Western Limited of Milford House, 1 Milford Street, Swindon, SN1 1HL ("First Great Western") with all URLs being http://www.firstgreatwestern.co.uk  or derivations thereof (the "Site") is provided by and is subject to the terms, conditions and notices set out herein and in our Privacy Policy and all applicable laws and regulations. By accessing and using the Site, you accept and agree to be bound by, without limitation or qualification, these Terms of Use and, if you buy tickets on-line, by the National Rail Conditions of Carriage , and acknowledge that any other agreements between you and First Great Western are superseded with respect to this subject matter. If you do not agree and accept, without limitation or qualification, these Terms of Use and the National Rail Conditions of Carriage, then please exit the Site. By continuing to use the Site you are deemed to accept and to be bound by the Terms of Use and, if you buy tickets on-line, by the National Rail Conditions of Carriage (as amended from time to time). We may change the Terms of Use at any time at our sole discretion and your continued use of the Site after any such changes are made, will indicate your agreement to those varied terms. For the purposes of the Terms of Use "we", "our" and "us" refers to First Great Western and any reference to "you" or "your" means you, the user.

Ownership of Content

First Great Western are the copyright owner of all graphical and text content that may be found on this web site (all rights reserved). Unless being used personal or non-commercial use, no part of this web site may be copied, modified, or published without the prior written permission of First Great Western.

By accessing this site you guarantee to First Great Western that you will not use this web site for any purpose that is unlawful or prohibited by these terms, conditions and notices.

First Great Western also reserves the right to suspend, or permanently block your access to this site at their discretion.

Links to third party websites

The Site and all of its contents including, but not limited to, the text, Site (as well as the organisation and layout of the Site), design, logos, graphics, icons and images (the "Content") are owned and copyrighted by First Great Western or others (including our licensors) with all rights reserved unless otherwise noted. All trade marks, copyright, database rights, design rights, patents and other intellectual property rights (together "the Rights") in the Content and the Rights in any software or underlying software code that is made available for download from the Site ("Software") are owned by us or our licensors. Any Content that is a trademark, logo or service mark is also a registered or unregistered trademark of First Great Western and/or third parties. Nothing contained in these Terms of Use shall be construed as conferring by implication, estoppel or otherwise any licence or right to use any Rights of First Great Western or any other third party. Where the Content is owned or copyrighted by a third party, certain restrictions may apply that you have to comply with. Where these apply, they will be indicated on the relevant part of this Site. Your use of any Content, except as provided in these Terms of Use, without the written permission of First Great Western, is strictly prohibited. You are also advised that First Great Western will enforce their intellectual property rights to the fullest extent permitted by the law, including the seeking of criminal prosecution.

Cookies

Cookies allow us to automatically identify you so that we can deliver news and content best suited to you. When you enter our site your computer will automatically be issued with a Cookie, which is a text file, which identifies your computer to our server. Cookies in themselves do not identify the individual user, just the computer used. Many sites do this whenever a user visits their site, in order to trace traffic flows. Cookies themselves only record which areas of the site have been visited by the computer in question, and for how long. Users have the opportunity to set their computers to accept all cookies, to notify you when a cookie is set, or not to receive cookies at any time, although this of course means that personalised services cannot then be provided to that user. Allowing us to create a cookie does not give us access to the rest of your computer and we will not use cookies to track your online activity once you leave our site.

Contributions to the Site

Where you are invited to submit any contribution to the Site (including any text, photographs, graphics, video or audio) you agree, by submitting your contribution, to grant First Great Western a perpetual, royalty-free, non-exclusive, sub-licensable right and license to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, perform, play, make available to the public, and exercise all copyright and publicity rights with respect to your contribution worldwide and/or to incorporate your contribution in other works in any media now known or later developed for the full term of any rights that may exist in your contribution, and in accordance with privacy restrictions set out in the Site's Privacy Policy. If you do not want to grant to First Great Western the rights set out above, please do not submit your contribution to the Site. Furthermore, by submitting your contribution to the Site, you warrant that your contribution:

  • is your own original work and that you have the right to make it available to First Great Western for all the purposes specified above; 
    is not defamatory; and
  • does not infringe any law; and
  • indemnify First Great Western against all legal fees, damages and other expenses that may be incurred by First Great Western as a result of your breach of the above warranty; and
  • you waive any moral rights in your contribution for the purposes of its submission to and publication on the Site and for the purposes specified above.

Your Use of the Site

  • you may download the Content, but only for informational, non-commercial, non-profitable and personal use and provided that you do not remove, adapt, alter or obscure any of the information, Content or notices (such as copyright and other proprietary notices) contained on the Content. You may not copy, reproduce, republish, download, post, broadcast, transmit, make available to the public, or otherwise use the Content (including, but not limited to, "caching" any material on the Site for access by third parties or "mirroring" any material on the Site) in any way except for your own personal, non-commercial use. Any other use of the Content or the Site requires the prior written permission of First Great Western;
  • content within the "News" section of the Site may be reproduced solely for editorial purposes in daily newspapers, general circulation news magazines, trade publications and broadcast media;
  • you may not distribute, modify, copy (except as set forth above), transmit, display, reuse, reproduce, publish, license, create derivative works from, transfer, sell or otherwise use Content without First Great Western's prior written permission;
  • you may not create a database in electronic or structured manual form by systematically downloading and storing any Content on the Site;
  • as a condition of your access to and use of this Site, you warrant to First Great Western that you will not use this Site for any purpose that is prohibited by these Terms of Use or could constitute or encourage conduct that would be considered a criminal offence, give rise to civil liability, or otherwise violate any law and that you will not use the Site to post or transmit any infringing, threatening, false, misleading, abusive, harassing, discriminatory, liable to incite racial hatred, libellous, defamatory, vulgar, obscene, indecent, scandalous, offensive, inflammatory, blasphemous, pornographic, or profane material or material in breach of confidence or privacy. First Great Western will fully cooperate with any law enforcement authorities or any court order requesting or directing it to disclose the identity of anyone posting or transmitting any such information or materials. You also warrant to tell First Great Western as soon as you become aware of any unlawful or prohibited use of this Site by any third parties;
  • you are responsible for complying with local laws and regulations of the jurisdiction from which you access this Site. This Site should not be accessed in any jurisdiction where for any reason the publication or availability of this Site is prohibited. First Great Western does not represent that this Site complies with laws in all jurisdictions. If you are in doubt, you should seek legal advice and if necessary, terminate your use of this Site immediately; 
  • you are prohibited from using the Site to advertise or perform any commercial solicitation;
  • you are prohibited from posting or transmitting to or from this Site, any material for which you have not obtained all necessary licences or approvals or which is technically harmful (including; without limitation, computer viruses, logic bombs, Trojan horses, worms, harmful components, corrupted data or other malicious software or harmful data); and
  • you may not misuse the Site (including, without limitation, by (i) hacking; (ii) defacing, altering or interfering with the front end 'look and feel' of this Site; (iii) obtaining or attempting to obtain unauthorised access (via whatever means) to any of our networks; (iv) by taking any action that imposes an unreasonable or disproportionately large load on this Site or related infrastructure; or by (v) using any software, routine or device to interfere or attempt to interfere electronically or manually with the operation or functionality of this Site (including but not limited to uploading or making available files containing corrupt data or viruses via whatever means).

Privacy

Any personal data (for example, your name, address, telephone number or e-mail address) that you transmit to the Site by electronic mail or otherwise will be used by First Great Western in accordance with the Site's Privacy Policy. Any other communication or material you transmit to the Site, such as questions, comments, suggestions or the like, will be treated as non-confidential and non-proprietary and First Great Western can use them as it wishes.

If on registration to any of our services on the Site (or on amendment of your registration details) you provide First Great Western with an email address that will result in any emails First Great Western may send you being sent to you via a computer network operated by or on behalf of your employer or educational establishment (or similar) then you are warranting that you are entitled to receive emails at that address. You also agree that First Great Western may stop sending any emails to such address without notifying you, even if you have subscribed to receive them or any other service, if we receive a request from your employer or educational establishment (or otherwise) to stop sending emails to that address.

Access restriction

First Great Western reserves the right in its sole discretion to suspend or permanently block your access to this Site or any portion of it without prior notice.

Disclaimers

The Content on this Site may include inaccuracies or typographical errors. First Great Western reserve the right to make changes periodically to this Site at any time and without notice. However, First Great Western makes no commitment to regularly update the information contained in this Site. While First Great Western has taken all reasonable effort to ensure that the information contained within the web site is correct, you should be aware that the information it contains may be incomplete, incorrect, or may have become out of date. Furthermore, First Great Western does not guarantee that this Site will operate uninterrupted or error-free, that defects will be periodically corrected or that it is compatible with your computer, hardware or software.

Information, advice and opinions expressed in this Site should not be relied upon for personal, legal, financial or other decisions. You should consult an appropriate professional for specific advice tailored to your situation.

FIRST GREAT WESTERN SHALL USE REASONABLE CARE AND SKILL IN CARRYING OUT THE SERVICES CONTAINED IN THIS SITE. HOWEVER ALL CONTENT (INCLUDING THE INFORMATION, NAMES, IMAGES, PICTURES, LOGOS AND ICONS REGARDING OR RELATING TO FIRST GREATER WESTERN LIMITED, ITS PRODUCTS AND SERVICES (OR TO THIRD PARTY PRODUCTS AND SERVICES)) AND ALL PRODUCTS AND SERVICES ARE SUBJECT TO CHANGE AND ARE PROVIDED TO YOU "AS IS" AND ON AN "IS AVAILABLE" BASIS WITHOUT ANY REPRESENTATIONS OR ANY KIND OF WARRANTY MADE OF ANY KIND (WHETHER EXPRESSED OR IMPLIED BY LAW) TO THE EXTENT PERMITTED BY LAW, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF SUITABILITY, SATISFACTORY QUALITY, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, COMPATIBILITY, SECURITY AND ACCURACY.

Please note that some jurisdictions may not allow the exclusion of implied warranties, so some of the above exclusions may not apply to you. Without limiting the foregoing, First Great Western neither warrants nor represents that your use of any Content will not infringe the rights of any third parties nor that the Content will be accurate, complete or up to date.

First Great Western assumes no responsibility for any information not provided on this Site or for the failure of any of our services offered on this Site, including but not limited to the provision of train service information and the sale of rail tickets. 

Exclusion of Liability

YOUR USE OF THE SITE (INCLUDING WITHOUT LIMITATION YOUR DOWNLOADING OF ANY SOFTWARE OR DATA) IS AT YOUR OWN RISK. TO THE FULLEST EXTENT PERMISSIBLE BY LAW, FIRST GREAT WESTERN EXCLUDES ITS LIABILITY AND THAT OF ITS DIRECTORS, OFFICERS, EMPLOYEES, AGENTS, SUBSIDIARIES, AFFILIATES, SUB-CONTRACTORS AND ANY OTHER PARTY INVOLVED IN CREATING, PRODUCING, OR DELIVERING THE SITE FOR ANY OF THE FOLLOWING LOSSES OR DAMAGE (WHETHER SUCH LOSSES WERE FORESEEN, FORESEEABLE, KNOWN OR OTHERWISE): (A) LOSS OF DATA; (B) LOSS OF REVENUE OR ANTICIPATED PROFITS; (C) LOSS OF BUSINESS; (D) LOSS OF OPPORTUNITY; (E) LOSS OF GOODWILL OR INJURY TO REPUTATION; (F) LOSSES SUFFERED BY THIRD PARTIES; OR (G) ANY DIRECT, INDIRECT, PUNITIVE, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR ANY OTHER DAMAGES OF ANY KIND ARISING OUT OF OR IN ANY WAY CONNECTED WITH ITS PRODUCTS OR SERVICES, THE USE OF OR ACCESS TO THIS SITE OR CONTENT, OR THE INABILITY TO USE THIS SITE, ANY WEBSITES LINKED TO THIS SITE OR THE CONTENT OF SUCH WEBSITES (INCLUDING WITHOUT LIMITATION: THE INADVERTENT DOWNLOADING OF COMPUTER VIRUSES FROM THE SITE OR FROM E-MAILS SENT FROM THE SITE THAT MAY INFECT YOUR COMPUTER EQUIPMENT, SOFTWARE, DATA OR OTHER PROPERTY ON ACCOUNT OF YOUR ACCESS TO, USE OF, OR BROWSING THIS SITE OR YOUR DOWNLOADING OF ANY MATERIAL FROM THIS SITE OR ANY WEBSITES LINKED TO THIS SITE), WHETHER BASED ON CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY OR OTHERWISE, EVEN IF ADVISED OF THE POSSIBILITY OF ANY SUCH DAMAGES. NOTHING IN THESE TERMS OF USE IS INTENDED TO LIMIT OR EXCLUDE THE USER'S STATUTORY RIGHTS AS A CONSUMER (IF ANY). NOTHING IN THESE TERMS OF USE EXCLUDE OR LIMIT FIRST GREATER WESTERN LIMITED'S LIABILITY FOR: DEATH OR PERSONAL INJURY CAUSED BY NEGLIGENCE (AS SUCH TERM IS DEFINED BY THE UNFAIR CONTRACT TERMS ACT 1977); OR FRAUD; OR MISREPRESENTATION AS TO A FUNDAMENTAL MATTER; OR ANY LIABILITY WHICH CANNOT BE EXCLUDED OR LIMITED UNDER APPLICABLE LAW.

IF YOUR USE OF MATERIAL ON THIS SITE RESULTS IN THE NEED FOR SERVICING, REPAIR OR CORRECTION OF EQUIPMENT, SOFTWARE OR DATA, YOU ASSUME ALL COSTS THEREOF. 

IF YOU ARE DISSATISFIED WITH ANY PORTION OF THIS SITE YOUR SOLE AND EXCLUSIVE REMEDY IS TO DISCONTINUE USING IT.

Our losses

You agree to indemnify First Greater Western Limited against any claims, demands or proceedings brought against First Greater Western Limited by any third parties if they are a result of your use of this Site or your other actions or omissions or where First Greater Western Limited suffers any loss or damage as a result of your breach of these Terms of Use. Your "use" of this Site includes any use by third parties where those parties access this Site using your computer. In such circumstances, you agree to pay First Greater Western Limited all costs, damages and expenses (including reasonable legal fees) awarded against First Greater Western Limited or otherwise incurred by First Greater Western Limited, arising from any claims, or legal proceedings.

Links to third party websites

The Site may contain links to websites owned or operated by parties other than First Great Western. Such links are provided for your convenience only. If you use these links, you may leave the Site or, alternatively, the link and third party website content may be framed within this Site. First Great Western has not reviewed all of these third party websites or such framed content, and does not control, and is not responsible for their operation nor for the content on or privacy policies on, or the security of, such websites. Without limiting the foregoing, First Great Western specifically disclaims any responsibility if such websites:

  • infringe any third party's intellectual property rights;
  • are inaccurate, incomplete or misleading;
  • are not merchantable or fit for a particular purpose;
  • do not provide adequate security; 
  •  contain viruses or other items of a destructive nature; or
  • are libellous or defamatory.

Neither does First Great Western endorse or make any representations about the content or any products or services available on such websites or any results which may be obtained by using them. Neither is it associated with the operators or administrators of such websites. If you access such websites or establish a link to such websites or the Site, you do so at your own risk and without the permission of First Great Western.

Linking to this Site ATTENTION: LINKING TO THIS SITE INDICATES THAT YOU ACCEPT THESE TERMS OF USE AND LEGAL RESTRICTIONS AND THAT YOU WILL ABIDE BY THE GUIDELINES SET OUT BELOW. IF YOU DO NOT ACCEPT THESE TERMS OF USE OR YOU DO NOT AGREE TO ABIDE BY THESE GUIDELINES, DO NOT LINK TO THIS SITE. 

ATTENTION: LINKING TO THIS SITE INDICATES THAT YOU ACCEPT THESE TERMS OF USE AND LEGAL RESTRICTIONS AND THAT YOU WILL ABIDE BY THE GUIDELINES SET OUT BELOW. IF YOU DO NOT ACCEPT THESE TERMS OF USE OR YOU DO NOT AGREE TO ABIDE BY THESE GUIDELINES, DO NOT LINK TO THIS SITE.

If you provide hyperlinks to this Site, you agree that you:

  • may link to, but may not replicate, any Content;
  • shall not frame or otherwise create a browser or border environment around any Content;
  • shall not imply that First Great Western is endorsing you or your products or services;
  • shall not misrepresent you or your website's relationship with First Great Western;
  • shall not present false, misleading or inaccurate information about First Great Western or First Great Western's products or services on your website or otherwise disparage First Great Western's products or services;
  • shall not use First Great Western's logos, trade marks, service marks or the suchlike without express prior written permission from First Great Western;
  • shall not include content on your website that is or could be construed as illegal, distasteful, offensive or controversial, which infringes any intellectual property rights or other rights of any person or otherwise does not comply with all applicable laws and regulations and you shall include on your website only content that is appropriate for all age groups;
  • shall not remove or obscure any of the information, Content or notices contained on the Site;
  • shall not link to an internal page of this Site that is located one or several levels down from the home page or bring up or present Content of this Site on another website without First Great Western's prior written permission;
  • shall not link to a website that is not owned by you;
  • shall inform First Great Western in writing of the link; and
  • shall immediately discontinue the link if instructed to do so by First Great Western.

First Great Western expressly reserves the right to revoke the right granted in this section for any breach of these Terms of Use and to take any further action it deems appropriate in respect of such breach.

Software available on this Site

The Rights in any software that is made available for download from the Site ("Software") belong to First Great Western or its suppliers/licensors. In order to access some of the information on this Site, you may have to enter into licences with third party software providers (such as Adobe Acrobat). Your ability to access that information may depend on whether you have entered into such licences. Your use of the Software is governed by the terms of any licence agreement that may accompany or be included with the Software. First Great Western takes no responsibility for arranging any such licences. Do not install or use any Software unless you agree to such licence agreement. Where you download software from this Site you do so at your own risk.

Products and services available on this Site and third party websites linked to this Site

First Great Western may give you the option to subscribe to different services through this Site. Your use of the content received through any such service will be subject to these Terms of Use. We will let you know if you will also be subject to any additional terms and conditions. You can also buy a number of products and services (including without limitation, our on-line ticket pre-booking service) through this Site. The additional terms and conditions applicable to sales of those products and services will be brought to your attention before any order for products and services is completed. These Terms of Use only apply to your access to and use of this Site. If you use one of the links on this Site to visit a third party website (such as our sister company or business partner websites), then condition 10 (Links to third party websites) of these Terms of Use will apply and your viewing of such websites and any purchases or orders made through them will be subject to separate terms and conditions to be entered into between you and the relevant third party.

Modification of the Terms of Use

First Great Western may at any time, and without notice, revise these Terms of Use by updating this posting online. You are bound by any such revisions and should therefore periodically visit this page to review the current Terms of Use. These Terms of Use cannot be altered by you unless it is agreed in writing by First Great Western.

Miscellaneous

These Terms of Use refer only to your viewing of this Site. As mentioned above, separate terms and conditions apply to prize draws, competitions and promotions which we may run from time to time as well as to products and services sold through this Site. If there is a conflict between the Terms of Use and any specific rules and/or terms and conditions which: (i) appear elsewhere on the Site and are stated to take precedence; or (ii) form part of a separate agreement between First Great Western and you, those other terms will take priority. 
Nothing in the Content within the Site or materials accessed via the Site, other than the Terms of Use, is intended to form any binding contract. In particular, notes on products, services and the like are stated on an 'invitation to treat' basis (i.e. they are not offers which will become binding upon purported acceptance by you) and are 'subject to availability'.

If First Great Western decides to waive any breach of obligation arising under these Terms of Use, then that does not mean that First Great Western have waived any other breach or any future breaches.

All rights and remedies under these Terms of Use are cumulative and are not exclusive of any rights or remedies provided by law or by any other agreement.

If at any time any part of the Terms of Use are determined to be invalid, illegal or unenforceable in any respect pursuant to applicable law including, but not limited to, the warranty disclaimers and liability limitations above, then that invalid, illegal or unenforceable part shall be severed from the remainder of the of the Terms of Use and the validity, legality and enforceability of the remainder of the Terms of Use shall not be affected or impaired in any way. Further, the invalid, illegal or unenforceable part will be deemed superseded by a valid, legal or enforceable part that most closely satisfies the intention of the original part. The validity, legality and enforceability of the remainder of the Terms of Use shall not be affected or impaired in any way.

A printed version of this Site and these Terms of Use and of any notice given in electronic form shall be admissible in judicial or administrative proceedings.

You agree that no joint venture, partnership, employment, or agency relationship exists between you and us as a result of these Terms of Use or your use of this Site.

These Terms of Use are not enforceable under the Contracts (Rights of Third Parties) Act 1999 by any person not a party to them.

These Terms of Use and your use of the Site are governed by the laws of England, without regard to its choice of law provisions. The courts of general jurisdiction located within England, will have exclusive jurisdiction over any and all disputes arising out of, relating to or concerning these Terms of Use and/or the Site or in which these Terms of Use and/or the Site are a material fact.

2. Online Retailing Terms of Use

The Site offers an impartial service (the ‘Booking Service’) selling every variation of ticket available around the UK representing all Train Operating Companies. We do not currently support [Ferry bookings], [supplementary tickets], [Motorail services] or [Berth bookings on Caledonian Sleeper services] or [Eurostar bookings].

Use of the Booking Service

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 the Booking Service to purchase travel services.

You confirm that you have authority to use the credit/debit card details you provide for the purpose of settling any payments you owe to us.  You also agree that all information supplied by you in using the Booking Service is accurate and that you will not make any speculative, false or fraudulent reservations. You further agree that you will only use the travel services reservations facilities of this website to make reservations or purchases for yourself or another person on whose behalf you are legally entitled to act.

We shall not be obliged to sell tickets or reserve a set 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 negligence when using this website (including where you deliberately or negligently let others use your account).

Bookings

All bookings are subject to the Terms and Conditions of First Greater Western Limited and the National Rail Conditions of Carriage. You are strongly advised to read these conditions, which contain limitations and exclusions relating to our liability in respect of loss caused by delays or cancellations, as well as loss or damage to, and delay in the delivery or luggage and its contents.

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 or could face paying a penalty fare.

Issue of tickets

With respect to tickets sold by us, we cannot confirm the price of any tickets until such time as you complete your order and your credit/debit card will not be charged until the order has been processed.

When we have confirmed your booking by e-mail to your registered e-mail address, we will send your tickets or ticket collection number to you using the method you selected when you made your booking.

On receipt of your tickets we would ask that you check to ensure they are correct and contact our Web Support team if your tickets do not meet the information you provided at the time of booking.

Getting your Tickets

We 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: We 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: We 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.

International post: We 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 we 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.

E-ticket / print@home: For some bookings we allow you to print your own ticket.

You must ensure that you print the ticket clearly on A4 paper and carry the ticket with you when you travel. Tickets are only valid when accompanied by the correct identification selected whilst making the booking. Tickets are non-transferable and you must ensure that no one else is able to obtain and/or print a copy of your ticket.

Some train operating companies apply additional restrictions to the use of e-ticket / print@home - you must note any additional restrictions notified during the booking process.

M-tickets / Mobile tickets: For some bookings we allow you to travel with paperless tickets delivered to your mobile phone ("M-tickets"), booked either through the Website, or via our Mobile Application. When booking such tickets via the Website, you must check that your mobile phone is compatible with our tickets by downloading a test ticket where indicated prior to purchase.

It is your responsibility to ensure that you carry your mobile phone on the relevant journey and that your phone is charged, functional and that you are able to display the ticket for inspection when you travel. Due to the wide variety of mobile phone handsets and networks we are unable to offer technical support or assistance. You may incur data usage charges from your mobile phone operator for downloading a ticket. You should check with your network provider as to what charges may apply.

For identification purposes you must also carry the credit/debit card used to make the booking (If tickets have been booked 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).

We shall not provide duplicate or replacement tickets. The ticket must be stored on your mobile phone until the date and time of travel and such safekeeping shall be your responsibility. M-Tickets are non-transferable.

By purchasing a M-Ticket, you agree to cooperate with the train inspector and let him/her clearly view the ticket on your mobile phone and you acknowledge that you may be requested to hand over your mobile phone voluntarily for inspection. If you do not produce your ticket or hand over your mobile phone upon a request to do so 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 M-Tickets - you must note any additional restrictions notified during the booking process.

Smartcard: For some bookings we allow your ticket to be delivered to your Smartcard.

If you are using an existing Smartcard you must ensure that you correctly enter your Smartcard reference number - we cannot amend this after payment has occurred.

You must carry your Smartcard with you when you travel.

You must ensure that you validate your Smartcard at the start and end of your journey by using either the stand alone validators or ticket barriers as applicable.

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

Changes, cancellations and refunds

Changes to the date and time of a ticket may be permitted depending on the type of ticket and availability of alternatives, but exchange may not be available for certain ticket types. Refunds will depend on the type of ticket and conditions applicable to it and may not be available for certain ticket types.

All refunds and amendment will incur a £10 charge.

To make any changes please login to your account, or contact our Web Support Team on 0844 556 5605.

Miscellaneous

We may change the terms relating to our Booking Service from time to time; however, any changes will not affect existing terms accepted by you when making a reservation or purchase through this website. 

Network Rail usually carries out track maintenance and renewal work at weekends or Bank Holidays, or occasionally early weekday mornings or late evenings.You are strongly advised to confirm your train times prior to making your journey.

The prices quoted on this website are in Pounds Sterling (£). If you pay for your tickets using a foreign credit or debit card, we are not responsible for the exchange rate and you are advised that changes to your ticket or refunds may be affected by such exchange rate.

3. Our Mobile Application

Your use of the Mobile Application

We allow you the right to download, install and use the Mobile Application on your mobile handset to access the Booking Service in accordance with these terms and conditions.

You may not use the Mobile Application for any purpose other than to access the Booking Service. You do not and will not own the Mobile Application or any information that is provided to you through it or the Booking Service, but you may use these things in accordance with these terms and conditions.

The Mobile Application is provided to you free of charge and on an ‘as is' basis. We have tried to make sure that it will work on each compatible mobile handset, however, we do not promise that the Mobile Application will be suitable for your needs, or that it will work accurately or in a particular way. All implied promises or warranties related to the mobile application, and access to the booking service through it, are excluded.

Data charges and access

The Mobile Application requires a correctly configured and functional internet data connection, both for the initial installation, and for use.

Data charges may be charged to you by your network provider depending on your individual tariff. You are responsible for any such costs. Note that if you are using the Mobile Application on an overseas network, the cost of data usage may be considerably higher than when at home.

We are unable to provide any warranties as to the levels of connectivity you will receive via your mobile handset. This may depend upon your tariff, your network provider or your corporate policy if you have a work-issued handset. We will not accept any responsibility for any connectivity issues you may experience.

Please contact your network provider or visit their website if you require assistance configuring a data connection for your phone.

Support & Communications

While we have tried to get a broad coverage of mobile devices, our Mobile Application will not work on all mobile handsets. Please refer to our Website for details of the handsets which are able to download our Mobile Application. Download and operation success may depend on handset settings.

If you have any queries or problems with the Mobile Application, please look at our FAQs for answers to the most common questions we receive from users. If the FAQs do not assist, please contact us at: fgw.websupport@firstgroup.com or 0844 556 5605. (Please do not contact any distributor of the Mobile Application with a support request as they will not be able to assist you.)

We may send communications to you through the Mobile Application. These communications may include marketing material, technical and support information, and information on updates or changes. By using the Mobile Application, you agree to us providing you with such communications.

Please note that we may cease to operate and support the Mobile Application, or a particular version of it, at any time. If this happens, you will be unable to access the Booking Services through the Mobile Application (or the relevant version of it) and you may be unable to download or install fresh copies of the Mobile Application. Where we think that it is reasonable to do so, we also reserve the right to either require you to delete the Mobile Application, or to remotely deactivate the Mobile Application from your mobile handset.

Updates & Availability

From time to time, we may issue updates to the Mobile Application, in which case you may not be able to continue use of the version of the Mobile Application installed on your mobile handset without downloading the relevant update. If we issue an update of the Mobile Application without disabling our earlier version installed on your handset, we nonetheless recommend that you download and install all updates issued. We cannot accept any liability for errors which become apparent in old versions of the Mobile Application.

We are able to suspend access to the Booking Service through the Mobile Application. We can do this for any reason, but will usually only do so when carrying out maintenance on the Mobile Application or the systems supporting it.

Security

You can use your Mobile Application to store details of your bookings, favourite journeys and payment card details. You should ensure that your phone is protected by a suitable PIN number or password so that if lost/stolen your stored details cannot be used or accessed.