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Terms and Conditions


About us

East Coast Main Line Company Limited, trading as 'East Coast', is a company registered in England (No 04659708). Our registered office is:
East Coast Main Line Company Limited
4th Floor
5 Chancery Lane
London
EC4A 1BL

Your agreement with East Coast
The full website, mobile website and TrainsLive mobile application are offered as a service to you, the customer, by us, East Coast. By using the full website, mobile website and TrainsLive mobile application you agree to the terms and conditions set out below (terms). If you do not agree with these terms, you must not use the full website, mobile website and TrainsLive mobile application.

These terms are intended by us to set out the whole agreement between us and you and any prior communications between us are not included in this agreement. We recommend that you read them carefully to protect your own interests. If you do not think they set out the whole agreement between you and us.  Please make sure you ask for these to be put in writing before you book train tickets or make any other transaction with us. In that way we can avoid any problems surrounding what you expect us to do.

We cannot accept any liability for any reliance placed by you on any statement or representation on the full website, mobile website and TrainsLive mobile application, whether made by us or a third party, except to the extent a statement or representation on the full website, mobile website and TrainsLive mobile application are made negligently by us.

Copyright and use of the full website, mobile website and TrainsLive mobile application
The copyright in the material contained in the full website, mobile website and TrainsLive mobile application belongs to East Coast, all rights reserved. Except solely for your own personal and non-commercial use, no part of the full website, mobile website and TrainsLive mobile application may be copied, adapted, modified, distributed, transmitted, displayed, performed, reproduced or published without the prior written permission of East Coast.

You warrant to East Coast that you will not use the full website, mobile website and TrainsLive mobile application for any purpose that is unlawful or prohibited by the terms, conditions or notices.

East Coast may in its absolute discretion suspend, stop or end your access to the full website, mobile website and TrainsLive mobile application. 

Copyright © East Coast Main Line Company Limited 2013

Liability disclaimer
While East Coast has taken every reasonable effort to ensure that the information contained within the full website, mobile website and TrainsLive mobile application are correct, you should be aware that the information may be incomplete, inaccurate or may be out of date.  Changes are periodically made to the information herein and East Coast may make improvements and/or changes to the full website, mobile website and TrainsLive mobile application at any time.

East Coast makes no representations about the suitability of the information, products and services contained on the full website, mobile website and TrainsLive mobile application for any purpose.  East Coast shall use reasonable care and skill in carrying out the services contained in the full website, mobile website and TrainsLive mobile application.  Except in relation to liability for death or personal injury, for which liability cannot be limited, the liability of East Coast for any loss arising out of the use of the full website, mobile website and TrainsLive mobile application shall be limited to the total value of the transaction under which the claim arises for any one event or series of related events.  Save as aforesaid and to the extent permitted by law, East Coast shall not be liable for any loss of profit, loss of opportunity, loss of business, indirect, incidental, special, or consequential loss arising out of or in any way connected with the use of any information, products, and services on the full website, mobile website and TrainsLive mobile application or otherwise arising out of the use of the full website, mobile website and TrainsLive mobile application and all warranties, terms and conditions with regard to such information, products, and services, whether express or implied arising under statute or at common law or otherwise are hereby excluded.

Nothing contained herein shall prejudice your statutory rights as a consumer.

Impartial retailing
Our full website offers an impartial 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.

Online ticket purchase
Our full website 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 the full website to find out information for you or for another person who intends to use or make use of the full website 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 promise that all information supplied by you in using the full website is accurate and that you will not make any speculative, false or fraudulent reservations. You further promise that you will only use the travel services reservations facilities of the full 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 seat 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 full website 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 East Coast, the National Rail Conditions of Carriage (link opens a PDF) and to the terms and conditions applicable to each ticket purchased. (link opens in full website if you are on a mobile device).

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.

The booking credit or debit card is required to collect tickets requested for delivery via Ticket on Departure (from a self-service ticket vending machine at the station), or if entered as identification to carry with you when travelling with a Print@ Home  ticket.  If your payment card expires near to your travel date, please ensure you bring this card for ID.  If you fail to have the booking credit or debit card together with the booking reference when collecting tickets requested for delivery by Ticket on Departure, or the ID entered as identification when travelling with a Print@Home ticket, a new ticket at the full fare will need to be bought to travel.

You must allow enough time to catch your train. Doors are locked up to two minutes before departure.

Web only prices
Web exclusive discounts are only available when accessed via the full eastcoast.co.uk website, not via any other sites or booking engines.  Details of the web discounts available are within the Special Offer section of the full site. 

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 email to your registered email 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 on 08457 225 111 if your tickets do not meet the information you provided at the time of booking.

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.
To make any changes, please log in to your account via the full East Coast website or contact Web Support on 08457 225 111 who will guide you through the process.

Cookies policy
Our cookies policy on the full website, and our cookies policy on the mobile site, explains what cookies are, how we use them on this website and how to manage your preferences. By continuing to use this website, you agree to the use of cookies on your device in accordance with our cookies policy.

Miscellaneous
We may change these terms from time to time; however any changes will not affect existing terms accepted by you when making a reservation or purchase through the full 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 the full 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.

Your agreement to the terms, conditions and notices contained on the full website, mobile website and TrainsLive mobile application are governed by the laws of England and you hereby consent to the exclusive jurisdiction of the English courts in all disputes arising out of or relating to the use of the full website, mobile website and TrainsLive mobile application. If at any time any part of this agreement becomes invalid, illegal or unenforceable in any respect, that invalid, illegal or unenforceable part shall be severed from the remainder of the agreement and the validity, legality and enforceability of the remainder of the agreement 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 agreement shall not be affected or impaired in any way.