1.1. ‘Principle’ means RENFE
1.2. ‘Agent’ means Prestige Incoming Services Ltd. (company number: 4444371) trading as Spanish Rail Service with its registered office located at 79. College Road, Harrow, Middlesex HA1 1BD, United Kingdom.
1.3. ‘Customer’ means an individual who has authority to accept the terms contained herewith.
1.4. ‘Business Hours’ means weekdays between 9:30-17:30, excluding public holidays.
2. GENERAL CONDITIONS
2.1. All Bookings are made and accepted by the Agent.
2.2. As the official U.K. 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.
2.3. When making a Booking you guarantee and indemnity where appropriate, that you have the authority to accept on behalf of your party these Terms and Conditions.
2.4. All transactions undertaken by the Agent are made in Euros, which may be subject to a handling charge by the Customer’s bank. The Agent does not indemnify the Customer for such charges incurred.
2.5. Fares are subject to availability and changes.
2.6. Conditions of Carriage apply at all times. A copy of which can be found at http://www.b-rail.be/benebs/assets/images/pdf/cgciven.pdf
3.1. Details of your Booking and the Terms and Conditions of the Booking will be confirmed orally, together with the fare and the Terms and Conditions at the time of your Booking.
3.1.1. The amount given in Pound Sterling is for an indication only, which applies at the time of booking, and it should not be relied upon.
4.1. Spanish Rail Service does not assume any liability for ticket errors that are the result of omission, negligence or incorrect information provided by the Customer. It is the Customers responsibility to check the accuracy of the ticket(s) order at the time of the Booking. Any errors must be reported to Spanish Rail Service as soon as possible to avoid loss of reservation.
4.2. Spanish Rail Service does not accept any liability arising from tickets not being dispatched due to non-payment, declined payment or any other nature in which it does not receive the appropriate funds.
4.3. If, for any reason, credit or debit card payment is declined, we will use our reasonable efforts to contact you but tickets will not be dispatched until payment has been received in full.
4.4. The Agent does not guarantee nor indemnifies any Customer for passes or tickets which are lost, stolen, mutilated, destroyed or fail to arrive before departure. Refunds cannot be authorised in such case, under any circumstances.
5. COMPLAINT HANDLING PROCEDURE
5.1. As an Agent of RENFE we are only authorised to issue and dispatch train tickets.
5.2. The Agent assumes the role as an intermediary and therefore will, on request, assist in registering details of the complaint with RENFE.
5.3. To make a direct complaint, a written claims should be directed to (in English or Spanish):
Centro de Reclamacion Posventa de Grandes Lineas
Avenida Ciudad de Barcelona, N6 Planta Baja,
28007 Madrid Spain,
Tel: +34 902 44 55 67,
Fax: +34 902 93 49 17,
Customers will subsequently be contacted directly by RENFE.
6. HANDLING FEES
6.1. In order to cover administration fees, 10.00GBP handling fee per person will be charged through ‘Prestige Incoming Services Ltd.’ for all ticket purchases.
6.2. An additional 10.00GBP per passenger will be charged for any subsequent cancellation or amendment to the ticket(s).
6.3. Charges incurred as stated in Clause 6.2 is regardless of the number of journeys booked.
6.4. Groups- Handling fees may be decreased for groups. This will vary on the size of the groups.
6.5. A family discount can be offered to a group of two adults and two children at 30.00GBP for the four passengers.
6.6. Handling fees for passes vary.
6.7. RENFE Spain pass - Handling fee of 10.00GBP per pass // 15.00GBP for issuing the pass
and making reservations at the same time // 25.00GBP per person when only making reservations.
6.8. Tarjeta Dorada – Total cost of 10.00GBP per pass including handling fee when only purchasing passes.
7. CANCELLATION CHARGE
7.1. Notice of cancellation(s) must be submitted in writing during Business hours at least 24hours before the scheduled departure of the journey. Any requests made after this will not be possible.
7.2. Any cancellation notice is deemed acknowledged only once you have received a confirmation from us.
7.3. Tickets for Eurostar trains cannot be cancelled by Spanish Rail Service under any circumstances.
7.4. Tickets purchased in Spain or at www.renfe.com cannot be cancelled by Spanish Rail Service under any circumstances.
7.5. Cancellation fees will vary depending on the ticket fare applied:
7.5.1 General rate, child rate and Tarjeta Dorada holders: 15% of the ticket price
7.5.2 Return fare: 40% of offer price.
7.5.3 ‘Promo Plus’: 30% of the offer price.
7.5.4 ‘Promo’: 100% of the offer price.
7.5.5 ‘Flexi’: 05% of the offer price.
7.5.6 ‘Tarifa Oferta Duo’: 20% of the offer price.
7.5.7 ‘Tarifa Oferta Familia’: 20% of the offer price.
7.5.8 ‘Tarifa Oferta Mini’: 50% of the offer price.
8 AMENDMENT CHARGE
8.5 Notice of amendment(s) must be submitted in writing during Business hours at least 24hours before the scheduled departure of the journey. Any requests made after this will not be possible.
8.6 Any notice of amendment(s) is deemed acknowledged only once you have received a confirmation from us.
8.7 Tickets for Eurostar trains cannot be amended by Spanish Rail Service under any circumstances.
8.8 Tickets purchased in Spain or at www.renfe.com cannot be amended by Spanish Rail Service under any circumstances.
8.9 Amendment fees will vary depending on the ticket fare applied:
8.9.1 General rate, child rate and Tarjeta Dorada holders: 15% of the ticket price
8.9.2 Return fare: 00% of offer price.
8.9.3 ‘Promo Plus’: 20% of the offer price.
8.9.4 ‘Promo’: 100% of the offer price.
8.9.5 ‘Flexi’: 00% of the offer price.
8.9.6 ‘Tarifa Oferta Duo’: 20% of the offer price.
8.9.7 ‘Tarifa Oferta Familia’: 20% of the offer price.
8.9.8 ‘Tarifa Oferta Mini’: 100% of the offer price.
9.5 Subject to Clause 4.4 and notwithstanding Clause 9.3, all tickets and passes are sent via e-mail as printable e-tickets in .pdf formats at no additional cost to the Customer.
9.6 The Agent cannot be responsible for delayed or non delivery of e-tickets due to errors with the customer’s e-mail provider. Please ensure e-tickets have been received correctly, with confirmation of delivery reported back to the Agent before travel.
9.7 On request by the Customer, the Agent will deliver the tickets using Royal Mail Special Delivery or Royal Mail First class post. The Customer will incur 10.00GBP charge for Special Delivery and 3.00GBP charge for First class post.
9.7.1 Compensation for non-delivery of tickets using the method of delivery as stated in Clause 9.3 will only be available in accordance with the Royal Mail’s Terms and Conditions, which can be found at ftp://ftp.royalmail.com/Downloads/public/cmwalk/doc/active/doc2600003/Special%20Delivery%20t%27s%20and%20c%27s.pdf
9.7.2 For Recorded and Special postage, Royal Mail will require a signature upon delivery.
9.7.3 Spanish Rail Service is unable to accept responsibility for non-delivery of documents owing to lack of signature.
10 French Rail /SNCF
10.1 PREM's/MINI = Cancellation and amendment of these tickets incur a 100% fee of the ticket price.
10.2 Loisir / Economica = Cancellation and amendment of these tickets incur a 10% fee of the ticket price.
10.3 FLEXI = Cancellation and amendment of these tickets incur a 0% fee of the ticket price.
********* Last revised 31/12/14