Terms and Conditions


Chiltern Railways Websites

Terms of Use


What's in these terms ?

These terms tell you the rules for using our websites https://www.chilternrailways.co.uk/ and https://buy.chilternrailways.co.uk (our sites).

Who we are and how to contact us

https://www.chilternrailways.co.uk/ and buy.chilternrailways.co.uk are sites operated by The Chiltern Railway Company Limited (”We”). We are registered in England and Wales under company number 03007939 and have our registered office at 1 Admiral Way, Doxford International Business Park, Sunderland SR3 3XP. We are a limited company and operate the Chiltern Railways franchise.

To contact us, please follow the instructions at https://www.chilternrailways.co.uk/contact-us .


By using our site you accept these terms

By using our site, you confirm that you accept these terms of use and that you agree to comply with them.

No one under 13 is allowed to create an account to use this site.

If you do not agree to these terms, you must not use our site.

We recommend that you print a copy of these terms for future reference.


There are other terms that may apply to you

These terms of use refer to the following additional terms, which also apply to your use of our site:

Our Privacy Policy https://www.chilternrailways.co.uk/privacy, which sets out the terms on which we process any personal data we collect from you, or that you provide to us. By using our site, you consent to such processing and you warrant that all data provided by you is accurate.

Our Cookie Policy https://www.chilternrailways.co.uk/cookie-policy, which sets out information about the cookies on our site.

If you purchase tickets from our site, our terms and conditions for the sale of tickets at https://www.chilternrailways.co.uk/terms-and-conditions and the National Conditions of Travel http://www.nationalrail.co.uk/times_fares/46427.aspx will apply to the sales and use of those tickets.

We may make changes to these terms

We may make changes to these terms from time to time. Every time you wish to use our site, please check these terms to ensure you understand them and that you are aware of any changes to the terms.

We may make changes to this site

We may update and change our site from time to time to reflect changes to our products, our users’ needs and our business priorities.

We may suspend or withdraw our site

Our site is made available free of charge.

We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons. We will try to give you reasonable notice of any suspension or withdrawal.

You are also responsible for ensuring that all persons who access our site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

Our site is directed to people residing in the United Kingdom. We do not represent that content available on or through our site is appropriate for use or available in other locations.

You must keep your account details safe

If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

We have the right to disable any user identification code or password, whether chosen by you or allocated by us, at any time, if in our reasonable opinion you have failed to comply with any of the provisions of these terms of use.

If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us by one of the contact methods set out at https://www.chilternrailways.co.uk/contact-us.


How you may use material on our site

We are the owner or the licensee of all intellectual property rights in our site, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.

You may print off one copy, and may download extracts, of any page(s) from our site for your personal use and you may draw the attention of others within your organisation to content posted on our site.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of content on our site must always be acknowledged.

You must not use any part of the content on our site for commercial purposes without obtaining a licence to do so from us or our licensors.

If you print off, copy or download any part of our site in breach of these terms of use, your right to use our site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.


Do not rely on information on our site

The content on our site is provided for general information only. It is not intended to amount to advice on which you should rely. You must obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on our site.


Although we make reasonable efforts to update the information on our site, we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.


We are not responsible for the websites we link to

Where our site contains links to other sites and resources provided by third parties, these links are provided for your information only. Such links should not be interpreted as approval by us of those linked websites or information you may obtain from them.

We have no control over the contents of those sites or resources.


User-generated content is not approved by us

This website may include information and materials uploaded by other users of the site (for example social media or twitter feeds). This information and these materials have not been verified or approved by us. The views expressed by other users on our site do not represent our views or values.

If you wish to complain about information and materials uploaded by other users please contact using the details available at https://www.chilternrailways.co.uk/contact-us.

Our responsibility for loss or damage suffered by you

Whether you are a consumer or a business user:

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.

Different limitations and exclusions of liability will apply to liability arising as a result of the supply of any products to you, which will be set out in our terms and conditions for the sale of tickets at https://www.chilternrailways.co.uk/terms-and-conditions and the National Conditions of Carriage.

If you are a business user:

  • We exclude all implied conditions, warranties, representations or other terms that may apply to our site or any content on it.
  • We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:
  • use of, or inability to use, our site; or
  • use of or reliance on any content displayed on our site.

In particular, we will not be liable for:

  • loss of profits, sales, business, or revenue;
  • business interruption;
  • loss of anticipated savings;
  • loss of business opportunity, goodwill or reputation; or
  • any indirect or consequential loss or damage.

If you are a consumer user:

Please note that we only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

If defective digital content that we have supplied, damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation.

Website content disclaimer

The Chiltern Railway Company Limited, Great Central House, Marylebone Station, Melcombe Place, London, NW1 6JJ ("Chiltern Railways") is providing this site on an "as is" basis and makes no representations or warranties of any kind with respect to this site or its contents and disclaims all such representations and warranties. In addition Chiltern Railways makes no representations or warranties about the accuracy, completeness, or suitability for any purpose of the information and related graphics published in this site. The information contained in this site may contain technical inaccuracies or typographical errors. All liability of Chiltern Railways howsoever arising for any such inaccuracies or errors is expressly excluded to the fullest extent permitted by law.

Neither Chiltern Railways nor any of its directors, employees or other representatives will be liable for loss or damage arising out of or in connection with the use of this site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties.

Notwithstanding the foregoing, none of the exclusions and limitations in the clause are intended to limit any rights you may have as a consumer under local law or other statutory rights which may not be excluded nor in any way to exclude or limit Chiltern Railways liability to you for death or personal injury resulting from our negligence or that of our employees or agents. You may have other rights granted to you by law which are not set out in these terms and conditions, and these terms and conditions do not override thsoe rights unless permitted by law.


The rail booking service is offered as a service to you, the customer, by us, The Chiltern Railway Company Limited. By using this service you agree to these terms and conditions.

All bookings are subject to these Terms and Conditions of The Chiltern Railway Company Limited and the National Conditions of Travel. We strongly recommend that you 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 delivery of luggage and its contents.

Impartial Retailing

We offer an impartial service representing all Train Operating Companies. We do not currently support ferry bookings, supplementary tickets, or berth bookings on Caledonian Sleeper Service. In addition we do not sell Transport for West Midlands tickets, rangers and rovers.

Your 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 ticket ensure the details are correct. If you have a query about your tickets please visit the contact us section on our website https://www.chilternrailways.co.uk/contact-us or contact our customer service team on 03456 005 165.

If your tickets are lost in the post, prior to your date of travel, from a 1st Class mail or Special Delivery, please call our customer service team on 03456 005 165 (option 1, option 2)

If you are unable to produce a valid ticket for the class of accommodation and service that you are using, you will have to pay the appropriate fare and possibly a penalty fare.

Changes, Cancellations and Refunds Changes to the date and time of a ticket may be permitted depending on the ticket type and availability of alternatives, but exchange or refund may not be available for certain ticket types. To make changes to your booking please log into your Chiltern Railways account.

Check Before You Travel Engineering work may take place at weekends, bank holidays and occasionally on weekday mornings and evenings. Please check your trains before you travel.

Miscellaneous We may change these terms and conditions from time to time however any changes will not affect existing terms accepted by you when making a purchase through our site.

Contacting other Train Operating Companies

If you have a problem with a journey booked via this website on another train operating company, National Rail Enquiries has a list of all UK train operating companies and their contact details at this web address : http://www.nationalrail.co.uk/tocs_maps/tocs/TrainOperators.aspx  .  Please contact the relevant train operating company with your issue.

Uploading content to our site

Any content you upload to our site will be considered non-confidential and non-proprietary. You retain all of your ownership rights in your content, but you are required to grant us and other users of our site a limited licence to use, store and copy that content and to distribute and make it available to third parties.

We also have the right to disclose your identity to any third party who is claiming that any content posted or uploaded by you to our site constitutes a violation of their intellectual property rights, or of their right to privacy.

You are solely responsible for securing and backing up your content.

Chiltern Mobile App

Storing credit/debit card information: By ticking the "save card" checkbox on the payment page, you are consenting for your payment card details to be stored by Chiltern Railways, you can remove any saved cards via Edit Button on the Payment Page or by going to Account and Payment Details.

Rights you are giving us to material you upload

When you upload or post content to our site, you grant us the following rights to use that content on our site, our mobile applications, promotional material (online and in hard-copy) and in the local and national press. You grant us a worldwide, non-exclusive and perpetual licence to use the content you upload as we see fit and to modify or dispose of the same (for value or not) as we may wish from time to time.

We are not responsible for viruses and you must not introduce them

We do not guarantee that our site will be secure or free from bugs or viruses.

You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.

You must not misuse our site by knowingly introducing viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to our site, the server on which our site is stored or any server, computer or database connected to our site. You must not attack our site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our site will cease immediately.


Rules about linking to our site

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it.

You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists.

You must not establish a link to our site in any website that is not owned by you.

Our site must not be framed on any other site, nor may you create a link to any part of our site other than the home page.

We reserve the right to withdraw linking permission without notice.

If you wish to link to or make any use of content on our site other than that set out above, please contact us using one of the methods at https://www.chilternrailways.co.uk/contact-us.


Which country's laws apply to disputes ?

If you are a consumer, please note that these terms of use, their subject matter and their formation, are governed by English law. You and we both agree that the courts of England and Wales will have exclusive jurisdiction except that if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

If you are a business, these terms of use, their subject matter and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

Online dispute resolution - UK European Consumer centre

The ODR platform has been developed by the European Commission and is a requirement of the Regulations for Consumer Disputes.  The platform is an online tool that will allow consumers to make a complaint against a trader where goods or services have been bought online.  The complaint that is submitted by the consumer will be dealt with by an approved Alternative Dispute Resolution (ADR) provider.