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Terms and conditions

Terms and conditions

Using this site

This site contains copyright and trade mark material belonging to FirstGroup and its wholly owned subsidiary companies. You have authority to use the site only as is reasonably required for your own personal use in connection with the use of the online ticketing system.

Disclaimer

Information, data, advice and opinions expressed in this Site should not be relied upon for personal, legal, financial or other decisions. You should consult an appropriate professional for specific advice tailored to your situation.  First ScotRail cannot be held liable for either direct or indirect damage or loss, including lost profit, incurred through use of the information, data, advice or opinion's expressed in this Site.

First ScotRail shall use reasonable care and skill in carrying out the services contained in this site. However all content (including the information, names, images, pictures, logos and icons regarding or relating to First ScotRail, its products and services (or to third party products and services)) and all products and services are subject to change and are provided to you "as is" and on an "is available" basis. While First ScotRail has taken all reasonable effort to ensure that the information contained within the web site is correct, you should be aware that the information it contains may be incomplete, incorrect, or may have become out of date and is provided without any representations or any kind of warranty made of any kind (whether expressed or implied by law) to the extent permitted by law, including, but not limited to, the implied warranties of suitability, satisfactory quality, merchantability, fitness for a particular purpose, non-infringement, compatibility, security and accuracy.

Please note that some jurisdictions may not allow the exclusion of implied warranties, so some of the above exclusions may not apply to you. Without limiting the foregoing, First ScotRail neither warrants nor represents that your use of any Content will not infringe the rights of any third parties nor that the Content will be accurate, complete or up-to-date.

First ScotRail assumes no responsibility for any information not provided on this Site or for the failure of any of our services offered on this Site, including but not limited to the provision of train service information and the sale of rail tickets.

Full details for each company are included in the terms and conditions for each individual company. Please note that alternative ticket types and fares to those retailed through this site will be available through normal sales outlets.

If you require assistance or further information on other fares available or the most appropriate ticket for you, please contact your local First company.

Security

By security we mean the ways we make sure that the information you send us remains secure. We also have a Privacy Statement.

If you don't find your concern addressed here, feel free to contact us by e-mail using the feedback form on this site.

Is My Credit Card Information Secure?

FirstGroup offer a range of e-commerce sites and since these went live in January 2000 there have been no confirmed cases of fraud reported by customers as a result of credit card purchases made here.

Why Do I Hear So Much About Security On The Internet?

Several things conspire to make Internet security a newsworthy item. First, it is relatively new, so people wonder, talk and write about it. Secondly, the Internet is 'technology' so people find it interesting to discuss and tend to be a little suspicious of it.

The Internet has always thrived on openness. It has been the 'Internet Way' for someone to release something – a piece of software, a networking application, a security protocol – then have lots of smart people try to find the flaws in it, lending their ideas to make it better. It has proven to be a remarkably effective development process. But for people unfamiliar with it, to see each new item get pounced on and picked apart, can be rather disconcerting.

In order to be accurate we need to be quite detailed here.

When buying something on the Internet there are three things to be sure of:

  1. Data is strongly encrypted
  2. The site you are doing business with is the site you think it is
  3. The site you are doing business with processes your credit card and address information in a safe and responsible manner

Points i. and ii. are taken care of by SSL (Secure Sockets Layer), the Industry Standard protocol that this site uses to communicate with secure browsers like Netscape and Internet Explorer. When communicating with a secure server like ours, these browsers encrypt the information you send in a way that is extremely difficult for anyone else to decode. (You don't have to know whether your browser supports secure transactions – if it doesn't, you won't be able to complete the checkout process.) We've included a visual representation below of what to look for in your browser window to see if you're viewing a site securely.

Many security experts say the most important thing is what happens once the merchant receives your order. On this site, we take several steps to keep things on our end as safe as possible. For example, we keep orders encrypted until we're ready to process them. We process orders several times each hour, so they don't 'sit' anywhere very long. We do order processing on machines that aren't connected to the Internet and finally, we don't keep a copy of your credit card number on file. While this is a minor inconvenience – whether ordering on the Internet or by phone, you have to give us the number every time you order – we believe it's the safest and most honest way to do business.

Retailing Terms of Use

The Site offers an impartial service (the ‘Booking 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 Eurostar bookings online or Berth bookings on Caledonian Sleeper services from our mobile app.

1. Use of the Booking Service

The Booking Service 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 this Booking Service to find out information for yourself or for another person who intends to use or make use of the Booking Service 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 agree that all information supplied by you in using the Booking Service is accurate and that you will not make any speculative, false or fraudulent reservations. You further agree that you will only use the travel services reservations facilities of this 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 set 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 Booking Service 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).

2. Bookings

All bookings are subject to the Terms and Conditions of First ScotRail Limited and the National Rail Conditions of Carriage. 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 or could face paying a penalty fare.

3. 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 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 tickets we would ask that you check to ensure they are correct and contact our Web Support team if your tickets do not meet the information you provided at the time of booking.

4. Getting your Tickets

We offer a range of methods to get your tickets. The particular options offered for your booking may differ depending on various factors, including ticket type, train operator, method of purchase and whether or not there is sufficient time to reliably post your tickets.

Normal post: We will dispatch tickets by normal post to the address you specify during the delivery process. You should ensure that the address provided is correct.

Next day delivery: We will dispatch tickets by Royal Mail Special Delivery to the address you specify during the delivery process. You should ensure that the address provided is correct. You will need to sign for the tickets upon delivery.

International post: We will dispatch tickets by International Signed For (TM) post to the address you specify during the delivery process. You should ensure that the address provided is correct. You will need to sign for the tickets upon delivery.

Collecting tickets at the station: For many bookings we allow you to collect tickets from a range of stations. You must allow sufficient time to collect your tickets before boarding the train. You must have your ticket collection reference, and (unless stated otherwise) the credit/debit card used to make the purchase as identification. You should note any special collection instructions given during the booking process, for example the station opening hours.

If you are unable to collect your tickets (for example due to the ticket machine(s) being out of service) then you should contact the station staff for further assistance. If there are no staff at the station, you should board your booked train, and make yourself known to the on-train staff at the earliest possible opportunity.

E-ticket / print@home: For some bookings we allow you to print your own ticket.

You must ensure that you print the ticket clearly on A4 paper and carry the ticket with you when you travel. Tickets are only valid when accompanied by the correct identification selected whilst making the booking. Tickets are non-transferable and you must ensure that no one else is able to obtain and/or print a copy of your ticket.

Some train operating companies apply additional restrictions to the use of e-ticket / print@home - you must note any additional restrictions notified during the booking process.

M-tickets / Mobile tickets: For some bookings we allow you to travel with paperless tickets delivered to your mobile phone ("M-tickets"), booked either through the Website, or via our Mobile Application. When booking such tickets via the Website, you must check that your mobile phone is compatible with our tickets by downloading a test ticket where indicated prior to purchase.

It is your responsibility to ensure that you carry your mobile phone on the relevant journey and that your phone is charged, functional and that you are able to display the ticket for inspection when you travel. Due to the wide variety of mobile phone handsets and networks we are unable to offer technical support or assistance. You may incur data usage charges from your mobile phone operator for downloading a ticket. You should check with your network provider as to what charges may apply.

For identification purposes you must also carry the credit/debit card used to make the booking (If tickets have been booked for more than one passenger, all passengers should travel together and the lead passenger must carry the credit/debit card used to make the booking).

We shall not provide duplicate or replacement tickets. The ticket must be stored on your mobile phone until the date and time of travel and such safekeeping shall be your responsibility. M-Tickets are non-transferable.

By purchasing a M-Ticket, you agree to cooperate with the train inspector and let him/her clearly view the ticket on your mobile phone and you acknowledge that you may be requested to hand over your mobile phone voluntarily for inspection. If you do not produce your ticket or hand over your mobile phone upon a request to do so by the train inspector, the train inspector shall be entitled to consider that you are travelling without a ticket. Some train operating companies apply additional restrictions to the use of M-Tickets - you must note any additional restrictions notified during the booking process.

Smartcard: For some bookings we allow your ticket to be delivered to your Smartcard.

If you are using an existing Smartcard you must ensure that you correctly enter your Smartcard reference number - we cannot amend this after payment has occurred.

You must carry your Smartcard with you when you travel.

You must ensure that you validate your Smartcard at the start and end of your journey by using either the stand alone validators or ticket barriers as applicable.

Some train companies apply additional restrictions to the use of Smartcards - you must note any additional restrictions notified during the booking process.

5. 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.

All refunds and amendments will incur a £10 charge.

To make any changes please login to your account, or contact our Web Support Team on 0344 556 5636.

6. Miscellaneous

We may change the terms relating to our Booking Service from time to time; however, any changes will not affect existing terms accepted by you when making a reservation or purchase through this 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 this 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.

Using our Mobile App  

We allow you the right to download, install and use the Mobile Application on your mobile handset to access the Booking Service in accordance with these terms and conditions.

You may not use the Mobile Application for any purpose other than to access the Booking Service. You do not and will not own the Mobile Application or any information that is provided to you through it or the Booking Service, but you may use these things in accordance with these terms and conditions.

The Mobile Application is provided to you free of charge and on an ‘as is' basis. We have tried to make sure that it will work on each compatible mobile handset, however, we do not promise that the Mobile Application will be suitable for your needs, or that it will work accurately or in a particular way. All implied promises or warranties related to the mobile application, and access to the booking service through it, are excluded.

1. Data charges and access

The Mobile Application requires a correctly configured and functional internet data connection, both for the initial installation, and for use.

Data charges may be charged to you by your network provider depending on your individual tariff. You are responsible for any such costs. Note that if you are using the Mobile Application on an overseas network, the cost of data usage may be considerably higher than when at home.

We are unable to provide any warranties as to the levels of connectivity you will receive via your mobile handset. This may depend upon your tariff, your network provider or your corporate policy if you have a work-issued handset. We will not accept any responsibility for any connectivity issues you may experience.

Please contact your network provider or visit their website if you require assistance configuring a data connection for your phone.

2. Support & Communications

While we have tried to get a broad coverage of mobile devices, our Mobile Application will not work on all mobile handsets. Download and operation success may depend on handset settings.

If you have any queries or problems with the Mobile Application, please look at our FAQs for answers to the most common questions we receive from users. If the FAQs do not assist, please contact us at: fsr.websupport@firstgroup.com or 0344 556 5636. (Please do not contact any distributor of the Mobile Application with a support request as they will not be able to assist you.)

We may send communications to you through the Mobile Application. These communications may include marketing material, technical and support information, and information on updates or changes. By using the Mobile Application, you agree to us providing you with such communications.

Please note that we may cease to operate and support the Mobile Application, or a particular version of it, at any time. If this happens, you will be unable to access the Booking Services through the Mobile Application (or the relevant version of it) and you may be unable to download or install fresh copies of the Mobile Application. Where we think that it is reasonable to do so, we also reserve the right to either require you to delete the Mobile Application, or to remotely deactivate the Mobile Application from your mobile handset.

3. Updates & Availability

From time to time, we may issue updates to the Mobile Application, in which case you may not be able to continue use of the version of the Mobile Application installed on your mobile handset without downloading the relevant update. If we issue an update of the Mobile Application without disabling our earlier version installed on your handset, we nonetheless recommend that you download and install all updates issued. We cannot accept any liability for errors which become apparent in old versions of the Mobile Application.

We are able to suspend access to the Booking Service through the Mobile Application. We can do this for any reason, but will usually only do so when carrying out maintenance on the Mobile Application or the systems supporting it.

4. Security

You can use your Mobile Application to store details of your bookings, favourite journeys and payment card details. You should ensure that your phone is protected by a suitable PIN number or password so that if lost/stolen your stored details cannot be used or accessed. 

5. Collecting Nectar points

We have partnered with Nectar so you can now collect Nectar points on tickets purchased on www.scotrail.co.uk].

  • To collect points on www.scotrail.co.uk, you will need a Nectar card. If you don't already have one, you can sign up for a Nectar card here.
  • You must link your Nectar card number in the ‘My Account’ section on www.scotrail.co.uk to collect Nectar points on train tickets purchased online. If you do not have an account simply create one and include your Nectar card number at the same time.  
  • When you add your Nectar card, you’ll receive 100 bonus points. You can link with as many participating FirstGroup companies as you want - however, you are only entitled to one bonus allocation. Only the first Nectar card account per customer is valid.
  • Once your Nectar card number has been linked you will be eligible to collect: 
    • 2 points per £1 spent on train tickets purchased at www.scotrail.co.uk (excluding season tickets, Gift Vouchers, Travelcards and PLUSBUS)
    • 50 points for the online purchase or renewal of a weekly season ticket (where available)
    • 200 points for the online purchase or renewal of a monthly season ticket.  (For tickets valid for more than 1 month, but less than a year, you will collect points for every full month (up to a maximum of 2,500). i.e. a 2 month, 3 week season  would be worth 400 points). 
    • 2500 points for the online purchase or renewal of an annual season ticket

(All season ticket offers are subject to change from time to time and will be updated on this website accordingly)

  • Your points will appear on your account within 28 days of buying your tickets 
  • Points cannot currently be redeemed on www.scotrail.co.uk
  • Incorrect or invalid Nectar cards or Nectar card numbers will not be awarded points.  Customers are responsible to ensure the card number you enter is correct. 
  • ScotRail reserves the right to: 
    • withdraw at any time any Nectar points that were granted 
      • in the case of any fraudulent activity 
      • in error - for instance if the Nectar logo was mistakenly displayed on the view item page of an excluded item
      • withhold or delay issuing Nectar points 
  • change these terms at any time