Fox & Edwards Events

Booking Terms and Conditions 

For the purpose of these terms and conditions, the customer / booker of tickets will be referred to as the Customer and Fox & Edwards Events Ltd will be referred to as FEE.

These terms and conditions are accepted by the Customer by way of making a payment / purchase to FEE.

Data Use
1.1 - FEE will use the data of the Customer in a limited way, in line with data protection legislation. Data shall be used solely in a purchase-linked context (for example, but not limited to, to send email reminders about an upcoming booking by the Customer or to ask the Customer their views post an experience with us).

1.2 FEE works with widely trusted third parties to store any data collected such as the Stripe payment system. 

1.3 Data is stored in such systems in as secure a database as possible. Systems are password-protected, individual users within FEE use user-specific logins and one-time-passcodes are used on some systems (such as the Stripe payment system).

1.4 FEE is registered with the Information Commissioner’s Office in line with UK Government regulation.

1.5 The Customer may decide to ‘sign-up’ or opt-in to communications from FEE about future events and activities that it operates. The Customer will be able to opt-out of this at any time by writing to FEE at tickets@foxandedwards.com. The Customer will only be included in such communications if they opt-in. 

BOOKING FOR HERITAGE/PRESERVED RAILWAYS

Items 2 to 10 below apply if your booking is for a heritage/preserved railway, defined as that the majority or all of the route is no longer owned by Network Rail and generally between 1 and 30 miles in length.

Cancellations, Transfers & Alterations to a Booking

The following alteration and cancellation policy is in operation for bookings for a set date and time. Should you need to discuss a change or cancellation to your booking we recommend contacting us as soon as possible.

A separate policy exists for Gift Vouchers purchased directly from FEE - see Gift Vouchers for details.

Alterations & Transfers

2.1 You may make an alteration including adding or removing persons, changing meal choices or transferring to another date freely without charge up until 23:59 on the Monday prior to your booked departure or time slot.

2.2 Alterations to your booking requested between 00:01 on the Tuesday prior to your booked departure or time slot until 24 hours before your booked departure or time slot may be made but are subject to the payment of a £25 administration charge.

2.3 Alterations within 24 hours of your booked departure or time slot may not be made as we are preparing for your arrival.

Cancellations

3.1 You may cancel your booking up to 23:59 on the Monday prior to your booked departure or time slot and receive a full refund. 

3.1.1 If your booking was made with a voucher from a third party company, you may need to request your refund from that company directly. We will advise you if this applies to your booking.

3.2 Cancellations made between 00:01 on the Tuesday prior to your booked departure or time slot until 24 hours before your booked departure or time slot are entitled to a refund less a £25 administration charge. 

3.2.1 The £25 administration charge will be deducted from the refund amount in instances where the booking was made through the FEE website online or with our staff over the telephone.

3.2.2 FEE reserves the right to ask for payment of the £25 administration charge directly at the point of cancellation for bookings where the refund will be requested from a third party voucher company. The cancellation will be processed once payment is made.

3.2.3 If your booking was made by way of redemption of a Fox & Edwards Events Gift Voucher we will reactivate the voucher for use on a future date, up until the expiry of the gift voucher, upon payment of the £25 administration fee. A refund is not available on gift voucher cancellations.

3.3 No refunds will be offered for cancellations within 24 hours of your booked departure or time slot.

3.4 The Customer accepts that FEE is not responsible for their ability or not to attend a specifically-booked date / time of journey. If the journey operates but the visitor cannot attend or misses their train or time slot because of weather, traffic or other factors, FEE will not offer a transfer or refund.

Gift Vouchers
4.1 All gift vouchers are issued and marketed to the Customer with a specific expiration date. Our partner railways are seasonal and the recipient should pay particular attention to the date ranges for their experience to ensure that it can be used within the expiration date. A guide to the season length and booking availability is provided on the specific web page for that voucher.

4.2 Customers have the option to extend the validity of a gift voucher for a further 6 months from the original date of expiration.

4.2.1 A fee of £25.00 per voucher is payable to extend the expiration date.

4.2.2 Customer must contact FEE to arrange the voucher extension prior to original expiration date.

4.2.3 Only one extension per voucher is permissible. No further extensions will be offered.

4.3 Once the voucher expiration date has passed, any commitment in terms of delivery of product or experience by FEE to the Customer is null and void.

4.4 Vouchers cannot be refunded during their lifespan or once the expiration date is past.

4.5 Vouchers must be converted into a booking for a specific date and time of departure. Customers must be in receipt of a valid order reference generated by the system at the end of this process in order to travel. FEE cannot guarantee travel on a particular date/time in the event that this process has not been followed.

4.6 In the unlikely event of a journey type or location being withdrawn, vouchers can be applied to/put towards any other FEE journey at any other location. A refund would be an option in this instance too.

Complaints
5.1 FEE considers any complaint with the utmost seriousness. In the event of a complaint being made, senior management or directors of FEE will discuss the approach to be taken in response and any actions necessary. 

5.2 FEE is not obliged to offer refunds, future vouchers or any other recompense in the event of a complaint.

Late Arrivals
6.1 In the event of a late arrival by the Customer to a session, FEE will not be responsible for financial or experience loss. It is not possible to accommodate late attendees on a future train time or date.

The Steam Guarantee

Occasionally, due to operational or other issues, a steam locomotive has to be exchanged for a heritage diesel locomotive. In these cases, FEE will endeavor to contact booked visitors. 

7.1 FEE will offer a complementary additional journey on a future date with a steam locomotive to enable the visitor to experience steam.

7.1.1 The additional journey offered will not include any catering elements. It will be for a journey only.

7.1.2 The additional journey may not be the same class of travel as the original booking.

7.1.3 FEE reserves the right to offer this additional journey at another location within reasonable geographical area to the original booking.

7.1.4 The additional journey may not be of the same type/class of steam locomotive as the original booking.

7.2 No additional journey will be offered where:

7.2.1 The journey is already advertised as being partly hauled by a diesel locomotive.

7.2.2 The journey operates in 'top and tail' mode with a steam locomotive on one end and a diesel locomotive on the other end.

7.4 FEE will contact the lead booker with availability for the additional journey. If you are unable to make one of these dates, no further availability will be offered.

7.5 No refund or credit note will be offered in these circumstances. Your booking will still go ahead as planned with a diesel locomotive.

7.6 FEE bookings are fulfilled by the host railway. It is the decision of the host railway regarding motive power as the operator. Reasons for a locomotive change may be, but are not limited to, mechanical defect, crew competency, crew availability and lineside fire risk. It is not the decision of FEE to substitute motive power.

Route Changes
8.1 On very rare occasions, it may be essential for FEE to alter the journey offered at short or no notice (in safety or other instances). No refund (partial or full) or ticket transfer will be offered.

Booking Fees

9.1 We reserve the right to charge a small booking fee per order to assist with the costs of system and transaction charges.

9.2 The booking fee is a fixed amount regardless of the value of the order, not per ticket.

Dogs

10.1 A single dog are permitted on some services offered by FEE. Some services may be expressly excluded from this option where FEE alone considers that it might impact other visitors unduly - for example, on family services. No more than one dog, pre-booked, is permitted on any service. Visitors arriving with an unbooked dog may be turned away and their ticket decreed null and void without recompense or recourse. 

BOOKING FOR MAINLINE RAILTOUR

The following items 11.1 to 18.2 apply if your booking is for a railtour journey operated on rail infrastructure in use for public service, generally owned by Network Rail and up to several hundred miles in length. This section also applies if a railtour partially runs on both Network Rail and heritage rail infrastructure.

Alterations and Cancellations

11.1 You may make an alteration including adding or removing persons, changing meal choices or transferring to another date or cancelling freely without charge up until 23:59 7 days prior to your booked departure or time slot.

11.2 Alterations and cancellations to your booking requested between 00:01 on the 6th day prior to your booked departure or time slot until 24 hours before your booked departure or time slot may be made but are subject to the payment of a £25 administration charge.

11.2.1 The £25 administration fee will be deducted from the refund amount in instances where the booking was made through the FEE website online or with our staff over the telephone.

11.2.2 If your booking was made by way of redemption of a Fox & Edwards Events Gift Voucher we will reactivate the voucher for use on a future date, up until the expiry of the gift voucher, upon payment of the £25 administration fee. A refund is not available on gift voucher cancellations.

11.3 Alterations within 24 hours of your booked departure or time slot may not be made as we are preparing for your arrival.

11.3.1 There is a possibility you may not be able to contact us on the day of the tour, especially if the tour is operating on a weekend. You should contact us prior to the day.

11.4 The Customer accepts that FEE is not responsible for their ability  not to attend a specifically-booked date / time of journey. If the journey operates but the visitor cannot attend or misses their train or time slot because of weather, traffic or other factors, FEE will not offer a transfer or refund.

11.5 FEE is not responsible for any attractions, venues, facilities and/or accommodation a customer may choose to use in conjunction with a railtour including any entry fees, costs, delays or quality.

11.5.1 FEE may occasionally highlight local attractions at destinations however these are not intended to be a recommendation by FEE. Customers should check opening times, admission fees and distance from the station.

11.5.22 FEE does not earn a commission or other monetary benefit from highlighting any third party attractions on its website.

Delays

12.1 The Customer accepts that FEE is not responsible for any delays or alterations which may occur as a result of events outside of its control which occur on the main line rail network.

12.1.1 FEE is not responsible for any costs incurred by the customer as a result of any delay (for example but not limited to, parking charges, onward transport etc)

12.2 FEE is not responsible for any journey or part therefore being rerouted, shortened or materially altered due to circumstances beyond its control which occur on the main line rail network. Examples include, but are not limited to, points failure, signal failure, broken down train etc

12.2.1 FEE may, at its discretion, offer some small goodwill gesture to customers in the event of the train not reaching the final destination. This will be assessed on a per occurrence basis.

12.2.2 Should a delay materially reduce the amount of free time available at the destination, no refunds will be given.

Gift Vouchers

13.1 Customers may redeem a FEE Pick Your Own voucher against their ticket for a booking on a main line tour. These are the only gift vouchers available for redemption against a main line railtour.

13.1.1 Gift vouchers have a specific expiration date, usually 12 months from the date of purchase and must be redeemed for a journey prior to the expiry date.

13.1.2 The railtour must have taken place prior to the expiration date of the gift voucher.

13.2 All of the standard terms and conditions relating to gift vouchers for heritage railways in points 4.1 to 4.6 apply.

Complaints

14.1 FEE considers any complaint with the utmost seriousness. In the event of a complaint being made, senior management or directors of FEE will discuss the approach to be taken in response and any actions necessary. 

14.2 FEE is not obliged to offer refunds, future vouchers or any other recompense in the event of a complaint.

Motive Power/Locomotive Changes

15.1 Occasionally, due to operational or other issues including but not limited to Network Rail steam bans and hot weather, a steam locomotive has to be exchanged for a heritage diesel locomotive. In these cases, FEE will endeavor to contact booked visitors.

15.1.1 FEE is not obliged to offer any compensation in the event of this occurrence.

15.2 For journeys with Flying Scotsman, an automatic 30% refund will be applied in the event of the locomotive not operating and being substituted for another locomotive.

15.3. For journeys which are marketed as a steam locomotive which is not Flying Scotsman, no refund or compensation will be offered if the steam locomotive is substituted for an alternative steam locomotive.

Late Arrivals

16.1 It is the responsibility of the customer to arrive at the station and board the train in time for its departure. 

16.1.1 FEE will not be responsible for any costs to the customer, including those which relate to a customer getting home in the event that it is at the destination, incurred as a result of them missing the train.

16.2 Timings shown on the website during the sale period are estimates and are provided in good faith. Exact timings are subject to change and confirmation by Network Rail. These timings may not be known until as close as 48 hours before the date.

16.2.1 Final timings will be communicated to the lead booker via the email address on their booking and updated on the relevant web page for the tour

16.2.2 It is the responsibility of the customer to check these final timings before arriving at the station to ensure they are on time.

16.2.3 Final timings may extend or contract the length of the day from the length advertised.

16.2.4 If the confirmed timings result in a shorter time at a destination than expected, no refunds will be available. 

Dogs

17.1 Dogs are not permitted on board main line railtours, except registered assistance dogs.

Booking Fees

18.1 We reserve the right to charge a small booking fee per order to assist with the costs of system and transaction charges.

18.2 The booking fee is a fixed amount regardless of the value of the order, not per ticket.