 |
Email: info@spanish-rail.co.uk Call us: +44 (0) 020 3137 4464 |
Terms and Conditions
1. DEFINITIONS
1.1. ‘Principle’ means RENFE
1.2. ‘Agent’ means Prestige Incoming Services Ltd. (company number: 4444371) trading as Spanish Rail Service with its head office located at 24-25 Nutford Place, Marble Arch, London W1H 5YN, United Kingdom.
1.3. ‘Customer’ means an individual who has authority to accept on behalf of its party the Terms and Conditions
1.4. ‘Terms and Conditions’ means the information enclosed herewith.
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 the 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. BOOKING
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. LIABILITY
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: +3491 300 84 90,
Email: avldposventa@renfe.es.
Customers will subsequently be contacted directly by RENFE.
6. HANDLING FEES
6.1. In order to cover administration fees, 10.00 Euros handling fee, per person will be charged through ‘Prestige Incoming Services Ltd’.
6.2. An additional 10 Euros 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.
7. CANCELLATION CHARGE
7.1. Cancellation notice is to be confirmed in writing by recorded/registered post to Prestige Incoming Services Ltd. 24-25 Nutford Place, W1H 5YN enclosing your ticket(s).
7.2. Any cancellation notice is deemed received once we have received it, not when it is posted.
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.es cannot be cancelled by Spanish Rail Service under any circumstances.
7.5. Cancellation fees on Internal trains in Spain and Lusitania trains vary depending on the ticket fare applied:
7.5.1 Full price tickets and Tarjeta Dorada holders: 15% of the offer price.
7.5.2 ‘Tarifa Estrella’: 30% of the offer price.
7.5.3 ‘Tarifa Web’: 50% of the offer price.
7.6. Cancellation fees on Elipsos, Sudexpress, or Mare Nostrum trains vary depending on the ticket fare applied:
7.6.1. Full price tickets and Concession offers: 10% of the tickets amount.
7.6.2. Promotional conditions on Elipsos only:
7.6.2.1 ‘Tarifa Oferta Duo’: 20% of the offer price.
7.6.2.2 ‘Tarifa Oferta Familia’: 20% of the offer price.
7.6.2.3 ‘Tarifa Oferta Mini’: 50% of the offer price.
7.7. Cancellation of tickets and passes must be applied for, at least two working days before scheduled departure. Notification received after this period will result in a 100% cancellation charge.
8. AMENDMENT CHARGE
8.1. Notice of amendment(s) is to be confirmed in writing by recorded/registered post to Prestige Incoming Services Ltd. 24-25 Nutford Place, W1H 5YN enclosing your ticket(s).
8.2. Any notice of amendment(s) is deemed received once we have received it, not when it is posted.
8.3. Tickets for Eurostar trains cannot be ammended by Spanish Rail Service under any circumstances.
8.4. Tickets purchased in Spain or at www.renfe.es cannot be amended by Spanish Rail Service under any circumstances.
8.5. Amendment fees on Internal trains in Spain and Lusitania trains vary depending on the ticket fare applied:
8.5.1 Full price tickets and Tarjeta Dorada holders: 15% of the offer price.
8.5.2 ‘Tarifa Estrella’: 30% of the offer price.
8.5.3 ‘Tarifa Web’: No amendment allowed.
8.6. Ammendment fees on Elipsos, Sudexpress, or Mare Nostrum trains vary depending on the ticket fare applied:
8.6.1. Full price tickets and Concession offers: 10% of the tickets amount.
8.6.2. Promotional conditions on Elipsos only:
8.6.2.1 ‘Tarifa Oferta Duo’: 20% of the offer price.
8.6.2.2 ‘Tarifa Oferta Familia’: 20% of the offer price.
8.6.2.3 ‘Tarifa Oferta Mini’: No amendment allowed.
8.7. Amendment of tickets and passes must be applied for, at least two working days before scheduled departure. Tickets cannot be amended after this period under any circumstances.
9. DELIVERY
9.1. Subject to Clause 4.4 and Clause 9.1.1 and notwithstanding Clause 9.2, tickets are sent by first class post at no additional cost to the Customer.
9.1.1. Once tickets have been issued, please allow seven working days from date of Booking, for your tickets to reach you.
9.2. On request by the Customer, the Agent will deliver the tickets using Royal Mail Special Delivery. The Customer will incur a 10.00 Euros charge for such service.
9.2.1. Compensation for non-delivery of tickets using the method of delivery as stated in Clause 9.2 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
9.2.2. For both Recorded and Special postage, Royal Mail will require a signature upon delivery.
9.2.3. Spanish Rail Service is unable to accept responsibility for non-delivery of documents owing to lack of signature.
********* Last revised 15/04/2010
1.1. ‘Principle’ means RENFE
1.2. ‘Agent’ means Prestige Incoming Services Ltd. (company number: 4444371) trading as Spanish Rail Service with its head office located at 24-25 Nutford Place, Marble Arch, London W1H 5YN, United Kingdom.
1.3. ‘Customer’ means an individual who has authority to accept on behalf of its party the Terms and Conditions
1.4. ‘Terms and Conditions’ means the information enclosed herewith.
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 the 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. BOOKING
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. LIABILITY
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: +3491 300 84 90,
Email: avldposventa@renfe.es.
Customers will subsequently be contacted directly by RENFE.
6. HANDLING FEES
6.1. In order to cover administration fees, 10.00 Euros handling fee, per person will be charged through ‘Prestige Incoming Services Ltd’.
6.2. An additional 10 Euros 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.
7. CANCELLATION CHARGE
7.1. Cancellation notice is to be confirmed in writing by recorded/registered post to Prestige Incoming Services Ltd. 24-25 Nutford Place, W1H 5YN enclosing your ticket(s).
7.2. Any cancellation notice is deemed received once we have received it, not when it is posted.
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.es cannot be cancelled by Spanish Rail Service under any circumstances.
7.5. Cancellation fees on Internal trains in Spain and Lusitania trains vary depending on the ticket fare applied:
7.5.1 Full price tickets and Tarjeta Dorada holders: 15% of the offer price.
7.5.2 ‘Tarifa Estrella’: 30% of the offer price.
7.5.3 ‘Tarifa Web’: 50% of the offer price.
7.6. Cancellation fees on Elipsos, Sudexpress, or Mare Nostrum trains vary depending on the ticket fare applied:
7.6.1. Full price tickets and Concession offers: 10% of the tickets amount.
7.6.2. Promotional conditions on Elipsos only:
7.6.2.1 ‘Tarifa Oferta Duo’: 20% of the offer price.
7.6.2.2 ‘Tarifa Oferta Familia’: 20% of the offer price.
7.6.2.3 ‘Tarifa Oferta Mini’: 50% of the offer price.
7.7. Cancellation of tickets and passes must be applied for, at least two working days before scheduled departure. Notification received after this period will result in a 100% cancellation charge.
8. AMENDMENT CHARGE
8.1. Notice of amendment(s) is to be confirmed in writing by recorded/registered post to Prestige Incoming Services Ltd. 24-25 Nutford Place, W1H 5YN enclosing your ticket(s).
8.2. Any notice of amendment(s) is deemed received once we have received it, not when it is posted.
8.3. Tickets for Eurostar trains cannot be ammended by Spanish Rail Service under any circumstances.
8.4. Tickets purchased in Spain or at www.renfe.es cannot be amended by Spanish Rail Service under any circumstances.
8.5. Amendment fees on Internal trains in Spain and Lusitania trains vary depending on the ticket fare applied:
8.5.1 Full price tickets and Tarjeta Dorada holders: 15% of the offer price.
8.5.2 ‘Tarifa Estrella’: 30% of the offer price.
8.5.3 ‘Tarifa Web’: No amendment allowed.
8.6. Ammendment fees on Elipsos, Sudexpress, or Mare Nostrum trains vary depending on the ticket fare applied:
8.6.1. Full price tickets and Concession offers: 10% of the tickets amount.
8.6.2. Promotional conditions on Elipsos only:
8.6.2.1 ‘Tarifa Oferta Duo’: 20% of the offer price.
8.6.2.2 ‘Tarifa Oferta Familia’: 20% of the offer price.
8.6.2.3 ‘Tarifa Oferta Mini’: No amendment allowed.
8.7. Amendment of tickets and passes must be applied for, at least two working days before scheduled departure. Tickets cannot be amended after this period under any circumstances.
9. DELIVERY
9.1. Subject to Clause 4.4 and Clause 9.1.1 and notwithstanding Clause 9.2, tickets are sent by first class post at no additional cost to the Customer.
9.1.1. Once tickets have been issued, please allow seven working days from date of Booking, for your tickets to reach you.
9.2. On request by the Customer, the Agent will deliver the tickets using Royal Mail Special Delivery. The Customer will incur a 10.00 Euros charge for such service.
9.2.1. Compensation for non-delivery of tickets using the method of delivery as stated in Clause 9.2 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
9.2.2. For both Recorded and Special postage, Royal Mail will require a signature upon delivery.
9.2.3. Spanish Rail Service is unable to accept responsibility for non-delivery of documents owing to lack of signature.
********* Last revised 15/04/2010
Website Design by Neotericuk Ltd.