Conditions

As the official UK booking agent for RENFE we are authorised to issue tickets for travel within the Spanish national rail network as well as International rail connections with Spain and Travel Passes. When making a booking you guarantee that you have the authority to accept on behalf of your party the terms of our booking conditions. Fares are subject to availability and change. Conditions of carriage apply at all times.

TO PURCHASE YOUR TICKET OR OBTAIN TIMETABLE INFORMATION:

• CALL our credit card booking line on 020 7725 7063: Monday to Friday 09.30am to 5.30pm (except 1.30pm to 2.30pm). If calling out of business hours there is a 24-hour answering service, so please leave a message and we will return your call promptly.

YOUR BOOKING:

Details of your booking will be confirmed together with the fare and any conditions, which apply at the time of booking. Spanish rail accepts no responsibility for ticket errors that are the result of incorrect information provided by the customer. It is the customer's responsibility to check the accuracy of the ticket order at time of booking and in any event within 2 days of receipt of the tickets. Any errors must be reported to Customer Services within this timescale. Once tickets have been issued please allow 10 working days from date of booking for your tickets to reach you.

If, for any reason, credit card payment is declined we will endeavor to contact you but tickets will not be dispatched until payment has been received. We do not accept any liability arising from tickets not being dispatched.

Spanish Rail Service is not responsible if the train or service is delayed or cancelled for whatever reason. We do however accept our role as an intermediary between the principle and third party in any dispute with RENFE and will on request assist in registering details of the complaint with the relevant party.

Alternatively, written claims should be directed to (in English or Spanish): Centro de Reclamación Posventa Grandes Líneas, Estación de Madrid Chamartín, 28036 Madrid Spain, Tfno:+ 902 44 55 67, Fax: +91 300 84 90. Customers will subsequently be contacted directly by RENFE.

HANDLING FEES:

In order to cover administration fees, handling fee of £5.00 to £7.00 per person will be incurred. Please note an additional £5.00 per passenger will be charged for any subsequent cancellation or amendment to the ticket(s). Please note these charges are regardless of the number of journeys booked.

CANCELLATION CHARGES / REFUNDS:

• Cancellation requests received subsequent to the date of ticket issue will incur a charge equivalent to 15% of the fare for travel on INTER-CITY or REGIONAL trains : A 10% charge will apply to cancel normal tickets & a 50% charge to cancel special offer tickets for the international TRAIN HOTEL.
• Cancellation of tickets and passes must be applied for at least 3 working days before scheduled departure. Notification received after this period will result in a 100% cancellation charge.

AMENDMENT CHARGES:

• Amendment requests received subsequent to day of ticket issue will incur a charge equivalent to 15% of the fare for travel on INTER-CITY or REGIONAL trains: A 10% charge will apply to amend normal tickets & a 50% charge to amend special offer tickets for the international TRAIN HOTEL. There is no amendment charge to change the departure time (provided travel date remains unaltered)
• Amendment of tickets and passes must be applied for at least 3 working days before scheduled departure. Tickets cannot be amended after this period.

IMPORTANT PLEASE NOTE:

If you wish to change or cancel your booking, please confirm in writing by recorded/registered post to Spanish Rail Service, Prestige Incoming Services Ltd., Regent House Business Centre, 24-25 Nutford Place, Marble Arch, London, W1H 5YN enclosing your tickets. Tickets purchased in Spain can not be cancelled or amended by Spanish Rail Service

LOST TICKETS:

Spanish Rail Service is not responsible for passes or tickets which are lost, stolen, mutilated, destroyed or fail to arrive before departure. Refunds cannot be authorized in such cases.

DELIVERY:

Tickets are sent by first class post at no additional cost to the customer. Ticket orders with a combined value exceeding £300 will be posted by recorded delivery. Alternatively, on request, a £5.00 charge will ensure overnight delivery (guaranteed to arrive by 1:00PM the next working day). Please bear in mind that for both Recorded and Special postage Royal Mail will require a signature upon delivery. Spanish Rail Service is unable to accept responsibility for non-delivery of documents owing to lack of signature.

PRIVACY:

All private and privileged information will be strictly kept confidential and will not be passed on to third part companies.