Terms and conditions

Please read these terms and conditions carefully before using our site.

Welcome, and thanks for visiting our website tfw.wales (the “Site”). This Site is made available to you in accordance with the following terms and conditions (the “Terms”).

Please read these terms carefully before using this Site. Whenever you use this Site, you’re agreeing to these terms and conditions. If you do not agree to these terms, you must not use our Site.

We may amend these terms and conditions from time to time. Please check this page to make sure you are aware of and understand the current applicable terms.

These Terms were last updated on 28/04/2021.

This website is operated by Transport for Wales (“TfW”, “we”, “us”, “our”), a company registered in England and Wales under company number 09476013, with its registered office at 3 Llys Cadwyn, Pontypridd, Wales, CF37 4TH.

For the purposes of these terms any reference to “you” or “your” means you, the user.

If you have any questions in relation to these Terms, please contact us at: tfw.wales/help-and-contact

A Welsh language version of these terms is accessible at: trc.cymru/telerau-ac-amodau

The personal data you provide to us on this Site will be subject to our Privacy Policy. Please make sure you read our Privacy Policy so you understand how we process your personal data and our personal data practices.

Our site also uses cookies, for further information about the cookies used on this Site please see our Cookie Policy.

The Site offers an impartial service (the "Booking Service") selling every variation of ticket available around Great Britain representing all Train Operating Companies. We do not currently support the sale of Berth bookings on the Caledonian Sleeper Service, however, we do currently offer some Rangers and Rovers tickets digitally.

4.1 You can book tickets through our Site on certain pages including https://tickets.trc.cymru/ (accessible through the Site’s homepage) or through our app which has been made available on the Apple Store and Google Play Store (the TfW App) (together, the “Transactional Pages”).

4.2 Any queries regarding the purchase of such tickets, refunds or cancellations can be directed to us directly through our help centre (tfw.wales/help-and-contact). For more information on refunds, please see our ticket refunds page (tfw.wales/help-and-contact/rail/refunds), which includes contact information dependant on the type of ticket you are claiming a refund for.

4.3 Train ticket purchases made available through the TfW App may also be subject to additional terms and conditions, depending on the app store used to access the TfW App. Additionally, the ways in which you can use the TfW app may also be controlled by these rules and policies, as updated from time-to-time.

The Apple App Store terms and conditions can be found here: https://www.apple.com/legal/internet-services/itunes/uk/terms.html

The Google Play store terms and conditions can be found here: https://play.google.com/intl/en-GB_uk/about/play-terms/index.html.

4.4 Our rail booking service is operated by our partner, SilverRail Technologies UK Limited (SRT).  SRT acts as merchant of record and will process your payment on our behalf.  As merchant of record SRT is responsible for handling refunds and chargebacks. Any queries can be dealt with via our customer services team who can be reached by clicking here.

4.5 SRT is not responsible for the underlying rail service that you are purchasing through the booking service which is the responsibility of the applicable rail operator.

4.6 SRT’s registered office address is at 2 Minton Place, Victoria Road, Bicester, Oxfordshire OX26 6QB and its company number is 7070911.

We are constantly developing and so is our website. We may update, suspend or withdraw, this Site at any time and without notice to reflect changes to our services, our users' needs and our business priorities. We will try to give you reasonable notice of any suspension or withdrawal.

We do not guarantee that our site, or any content on it, will always be available or be uninterrupted. We will not be liable to you if for any reason our site is unavailable at any time or for any period.

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under these terms.

We believe everything on our website is accurate; however, we cannot always guarantee that it is.

7.1 This Site is provided on an “AS IS” and “AS AVAILABLE” basis. We make no representation or warranties of any kind, express or implied, as to the operation of this site or the information, content or materials included on this site.

7.2 The content on our Site is provided for general information only. It is not intended to amount to advice on which you should rely.

7.3 We encourage you to check and verify all train times at the station of your departure. Whilst we make every effort to provide up to date information this is not always possible, and we make no representations, warranties or guarantees, whether express or implied, that the content on our site is accurate, complete or up to date.

7.4 You are responsible for making all arrangements necessary for you to have access to this Site. 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.

We do not operate outside of the UK:

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

8.2 We may limit the availability of this Site or any service or product described on it to any person or geographic area at any time. If you choose to access our site from outside the United Kingdom, you do so at your own risk.

You must keep your password a secret and are responsible for any actions carried out under your username.

9.1 If you choose, or you are provided with, a username, 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.

9.2 You will be responsible for all activities and orders that occur or are submitted under your username and/or password.

9.3 We have the right to disable, cancel or require you to change any username or password, whether chosen by you or allocated by us, at any time, if in our opinion there is likely to be a breach of security or misuse of our website, or you have failed to comply with any of the provisions of these terms of use.

9.4 If you know or suspect that anyone other than you knows your user identification code or password, you must promptly notify us at tfw.wales/help-and-contact. We would also suggest that you also change your password immediately through our website.

This section explains the rights connected to the pictures, designs and other content that you find on our site.

10.1 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.

10.2 You must not modify, adapt, translate, prepare derivative works from, decompile, reverse-engineer, disassemble or otherwise attempt to derive source code from our Site.

10.3 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.

10.4 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.

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

10.6 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.

10.7 We respect the intellectual property rights of others and we ask our users to do the same. If you are aware that any of your intellectual property rights have been infringed on the website, please contact us to report the concern.

Please do not use trade marks used on the site without asking.

11.1 The Site may include the UK registered trade marks of Transport for Wales, as well as trade marks that third parties, have granted us a licence to use.

11.2 These trade marks include (but are not limited to) the “Transport for Wales” name and Transport for Wales logo. You are not permitted to use them without our, or the trade mark owner’s, approval unless they are part of material you are using as permitted under section 10 above.

We disclaim any legal liability for any events that transpire from your use of our website where legal to do so.

12.1 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.

If you are a business user:

12.2 We exclude all implied conditions, warranties, representations or other terms that may apply to our site or any content on it.

12.3 We will not be liable to you for any direct, indirect or consequential damages, or any other any damages of any kind whether based on warranty, contract, tort (including negligence) or otherwise, even if foreseeable, arising under or in connection with:
(a) use of, or inability to use, our site; or
(b) use of or reliance on any content displayed on our site.
(c) In particular, we will not be liable for:
(i) loss of profits, sales, business, or revenue;
(ii) business interruption;
(iii) loss of anticipated savings; or
(iv) loss of business opportunity, goodwill or reputation.

If you are a consumer user:

12.4 Please note that we only provide our site to you 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, as described above.

12.5 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. However, we will not be liable for damage that you could have avoided by following our advice set out in these Terms or elsewhere on the Site, such as (but not limited to) being cautious when accessing third party links.

Just a few rules for when you link to our website.

13.1 You may link to (but in no way replicate) our site, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. Linking to our site indicates that you accept these terms. Please do not link to our site if you do not agree and accept these terms.

13.2 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.

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

13.4 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.

13.5 We reserve the right to withdraw linking permission without notice.

13.6 If you wish to link to or make any use of content on our site other than that set out above, please contact us at: tfw.wales/help-and-contact.

We might link to other sites, but we do not have any control over what they do.

14.1 Where our Site contains links to other sites 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 encourage you to review the terms and conditions and privacy policy for any third party sites you link through from this site.

Cyber Security is everyone’s responsibility.

15.1 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.

15.2 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 gain or attempt to gain unauthorised access to our Site, the server on which our site is stored or any server, computer or databases 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 a breach, you right to use our Site will cease immediately.

Any disputes between us and a business user will be heard in England and Wales.

Any disputes between us and a UK consumer user may be heard in the consumer’s country of residence (either England and Wales, Scotland or Northern Ireland).

16.1 Your use of the Site, these Terms and any dispute arising in connection with them is subject to the laws of England and Wales. In the event of any dispute you agree to submit to the exclusive jurisdiction of the courts of England and Wales (unless you are a consumer user that is resident in Northern Ireland or Scotland, in which case you may bring an proceedings in Northern Ireland or Scotland respectively).

If you have any questions about these terms, please contact us at: tfw.wales/help-and-contact.