Terms and Conditions

Please read the following in relation to www.eastmidlandsrailway.co.uk and m.buytickets.eastmidlandsrailway.co.uk

Customers using this website are advised that those pages with a web address prefixed by www.eastmidlandsrailway.co.uk and m.buytickets.eastmidlandsrailway.co.uk - are managed by Transport UK East Midlands Limited (East Midlands Railway) and, as such, East Midlands Railway is responsible for the content, detail and links contained within them as well as the use of cookies created by these pages. Please read the East Midlands Railway Terms and Conditions in relation to your usage of this website and the East Midlands Railway Privacy Policy in relation to any personal data collected and cookies used by East Midlands Railway in this regard.

General

This website is owned and operated by Transport UK East Midlands Limited trading as East Midlands Railway, whose registered office is at 2nd Floor St Andrew's House, 18-20 St Andrew Street, London, United Kingdom, EC4A 3AG. East Midlands Railway is a company registered in England and Wales with company number 09860485.

For the purposes of these Terms and Conditions "We", "Our" and "Us" refers to East Midlands Railway. Please review these Terms and Conditions carefully before using this website. Your use of this website indicates your agreement to be bound by these Terms and Conditions.

Web usage policy

Data protection

Any personal information you supply to Us when you use this website will be used in accordance with our Privacy Policy .

Advertisements

We may serve third party advertising displays on this website. Such advertising does not represent an endorsement by East Midlands Railway of either the products or services advertised, nor is it an endorsement of the company or organisation associated with those products or services.

We may also use the personal information you provide at the registration stage and your previous and current use of our website and others, including web logs and cookies, to provide you with advertising on our website carefully tailored specifically to you.

For more information on online behavioural advertising in the UK, about cookies, and about how to opt-out of receiving targeted advertising, please visit Your Online Choices .

Proprietary Rights

All trademarks, copyright, database rights and other intellectual property rights in the materials on this website (as well as the organisation and layout of this website) together with the underlying software code are owned either directly by Us or by Our licensors. Without Our prior written permission, you may not copy, modify, alter, publish, broadcast, distribute, sell or transfer any material on this website or the underlying software code whether in whole or in part. However, the contents of this website may be downloaded, printed or copied for your personal non-commercial use.

Acceptable use

You may only use this website in accordance with these Terms and Conditions and, in any event, for lawful and proper purposes which includes complying with all applicable laws, regulations and codes of practice within the UK or other jurisdiction from which you are accessing this website.

In particular, you agree that you will not:

• Post, transmit or disseminate any information on or via this website, which is or may be harmful, obscene, defamatory or otherwise illegal
• Use this website in a manner which causes or may cause an infringement of the rights of any other
• Use any software, routine or device to interfere or attempt to interfere electronically or manually with the operation or functionality of this website, including but not limited to uploading or making available files containing corrupt data or viruses via whatever means
• Deface, alter or interfere with the front end 'look and feel' of this website or the underlying software code
• Take any action that imposes an unreasonable or disproportionately large load on this website or related infrastructure
• Obtain or attempt to obtain unauthorised access, via whatever means, to any of Our networks

Without prejudice to any of Our other rights (whether at law or otherwise) We reserve the right to deny you access to this website where We believe (in Our absolute discretion) that you are in breach of any of these Terms and Conditions.

Changes to this website

We may make improvements or changes to the information, services, products and other materials on this website, or terminate this website, at any time without notice. We may also modify these Terms and Conditions at any time, and such modification shall be effective immediately upon posting of the modified Terms and Conditions on this website. Accordingly, your continued access or use of this website is deemed to be your acceptance of the modified Terms and Conditions.

Links to other websites

This website may include links to other internet sites. We do not endorse any such websites and We are not responsible for the information, material, products or services contained on or accessible through those websites. Your access and use of such websites remains solely at your own risk.

You may only link to this website with Our express written permission. We expressly reserve the right to withdraw Our consent at any time to a link which in Our sole opinion is inappropriate or controversial.

Limitation of liability

In no event will We be liable for any direct, indirect, special, punitive, exemplary or consequential losses or damages of whatsoever kind arising out of access to, or the use of this website or any information contained in it, including loss of profit and the like whether or not in the contemplation of the parties, whether based on breach of contract, tort (including negligence), product liability or otherwise, even if advised of the possibility of such damages.

Nothing in these Terms and Conditions shall exclude or limit Our liability for death or personal injury caused by negligence or for fraudulent misrepresentation.

Disclaimer of warranty

To the maximum extent permitted by law, we disclaim all implied warranties with regard to the information, services and materials contained on this website. All such information, services and materials are provided "as is" and "as available" without warranty of any kind.

Indemnification

You agree to indemnify, defend and hold Us harmless from any liability, loss, claim and expense (including reasonable legal fees) related to your breach of these Terms and Conditions.

National Rail Conditions of Travel

The National Rail Conditions of Travel can be read by clicking this link

Miscellaneous

These Terms and Conditions contain all the terms of your agreement with Us relating to your use of this website. No other written or oral statement (including statements in any brochure or promotional literature published by Us) will be incorporated.

East Midlands Railway makes no warranty whatsoever for the reliability, stability or any virus-free nature of any software being downloaded from this website, nor for the availability of the download sites where applicable.

All software products downloaded from any section of this website or via a link pointed to by this website are downloaded, installed, and used totally and entirely at the user's own risk.

Your use of this website, any downloaded material from it and the operation of these Terms and Conditions shall be governed by, construed and interpreted in accordance with the laws of England and Wales and you agree to submit to the non-exclusive jurisdiction of the English Courts. We reserve the right to bring proceedings in the Courts of the country of your residence.

Mobile Application usage policy

The Mobile Application is provided by Transport UK East Midlands Limited on the terms set out in this Usage Policy. By using the Mobile Application, you agree to the terms and conditions set out below (the "terms"). If you do not agree with these terms, you must not use the Mobile Application. This Usage Policy supplements our Terms and Conditions.

Acceptable use

If you do not comply, or if we reasonably suspect that you are not complying, with these terms, we may block your access (either temporarily or permanently) to the website or Mobile Application.

Registered users

If you register your details for the Booking Service, we will send you your registered account details (including your password) on completion of the registration process.

Proprietary Rights

The "East Midlands Railway" logos and word marks are owned by us. Other product and company names featuring in the Mobile Application may be the trademarks of their respective owners.

All contents of the Mobile Application, including any software, are protected by copyright, database right and other intellectual property rights. Nothing contained in these terms shall be construed as conferring any licence or right to use any trade mark, design right or copyright of ours or of any other third party.

You may not reproduce the Mobile Application in any form unless we agree in writing in advance, except as necessary to use the Booking Service in accordance with these terms or to keep a record of a transaction between you and us. You may not create a hypertext link to the Mobile Application or "frame" or Mobile Application unless we agree in writing in advance. Use of any automated system or software to extract data from the Mobile Application (including screen scraping or account aggregation) is prohibited.

Limitation of liability

While we try to ensure that all content provided by us is correct at the time of publication, certain information is compiled and provided by third parties, and no responsibility is accepted by us or on our behalf for any errors, omissions or inaccurate content on the Mobile Application. If you believe that you have noticed an error, please write to us to let us know.

We take measures to keep the Mobile Application free from computer viruses and other malicious programs. However, we cannot accept responsibility for any computer viruses or other malicious programs which are transmitted to your computer as a result of your use of this website or a third party website, or which are transmitted to your mobile handset as a result of your use of the Mobile Application, unless this was due to our negligence or a breach of these terms by us. You acknowledge that it is your responsibility to implement sufficient procedures and virus checks (including anti-virus and other security checks) to satisfy your particular requirements for the accuracy of data input and output.

We cannot guarantee the availability of the Mobile Application. As with any service over the Internet or mobile network there are factors over which we have no control, for which we cannot accept liability. You agree that we may take the Booking Service offline where we consider that this is necessary for routine or emergency maintenance without liability to you.

To the extent permitted by law, we exclude all representations and warranties (whether express or implied by law), including the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy. We do not guarantee the timeliness, completeness or performance of the website, Mobile Application or Booking Service or any of the content.

Nothing in these terms limits our liability for death or personal injury directly caused by us.

Functionality may differ between the different Booking Service channels and may also differ depending upon the device or customer using our Booking Service channels.

Our Mobile Application

Your use of the Mobile Application

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 Device, 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.

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 Device. 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 Mobile Device.

Support and communications

While we have tried to get a broad coverage of Mobile Devices, our Mobile Application will not work on all Mobile Devices. Please refer to our website for details of the Mobile Devices which are able to download our Mobile Application. Download and operation success may depend on Mobile Device 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: [email protected] or 03333 110 006. (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 Device.

Updates and 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 Device without downloading the relevant update. If we issue an update of the Mobile Application without disabling our earlier version installed on your Mobile Device, 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.

Security

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

Liability

Your mobile telephone supplier and manufacturer, airtime service providers (which for clarity includes telecommunications carriers) and any other retailer acting through an online store portal through which the Mobile Application is distributed, shall not be liable to you in any manner whatsoever in relation to Mobile Applications made available through their channel partners and associated service providers, including (without limitation) in relation to the sale, distribution or use thereof, or the performance or non-performance of the Mobile Application. Your mobile telephone manufacturer, airtime service providers and any such retailer shall be third party beneficiaries of these terms and conditions with you for the purposes of this provision.

Post Travel Survey: Terms and Conditions:

1. The promoter of this prize draw is East Midlands Railway whose registered office is at 2nd Floor St Andrew's House, 18-20 St Andrew Street, London, United Kingdom, EC4A 3AG. East Midlands Railway is a company registered in England and Wales with company number 09860485, (the “Promoter”).
2. The prize draw is open to all Great Britain residents who complete an EMR Post Travel Survey.
3. The prize draw is not open to employees of the Promoter, their families, agents or any third party directly associated with administration of the prize draw.
4. Entrants under the age of 18 must obtain parental consent before entering the prize draw.
5. The prize draw is free to enter, and no purchase is necessary however internet access is required.
6. To enter the prize draw you must complete the survey by following the link included in the E-mail and press submit to upload your completed survey.
7. The Promoter will not accept prize draw entries that are completed by third parties or in bulk, have been altered, reconstructed, forged or tampered with, or are incomplete.
8. There will be one winner of this prize draw who will be chosen by random draw performed by a computer process.
9. The winner will receive an iPad Mini (model and version may alter).
10. Entrants will be notified if they have been selected as the winner by email (using the details provided on entry). The Promoter will post the iPad to an agreed address supplied by the successful winner.
11. If the winner does not respond to the Promoter to accept their prize within seven (7) days of being notified then the winner’s prize will be forfeited and the Promoter will be entitled to select another winner in accordance with the process set out above.
12. The prize is non-exchangeable, non-transferable and no cash alternative is offered.
13. The Promoter reserves the right to substitute the prize with a prize of equal of greater value if circumstances beyond the Promoter’s control makes it necessary to do so.
14. The decision of the Promoter regarding any aspect of the prize draw is final and binding and no correspondence will be entered into about it.
15. Participants are deemed to have accepted and agreed to be bound by these terms and conditions upon entry. The Promoter reserves the right to refuse entry or refuse to award the prize to anyone in breach of these terms and conditions.
16. The Promoter reserves the right to hold void, suspend, cancel, or amend the prize draw where it becomes necessary to do so.
17. Personal data provided by you in entering this prize draw will be processed by the Promoter for the purpose of administering this prize draw. Entry to this prize draw will be deemed as your consent to this processing. If you do not wish your personal data to be processed in this way, please do not enter this prize draw.
18. In addition to the processing of personal data supplied during the course of this prize draw will be processed as set on in the promoter's privacy policy (Privacy & Cookie Policy | Our policies | EMR (eastmidlandsrailway.co.uk )).
19. The prize draw shall be governed by English law, and the parties submit to the jurisdiction of the English courts.

Version May 2022.

Please read the following in relation to www.buytickets.eastmidlandsrailway.co.uk for the planning and booking of tickets on our website and m.buytickets.eastmidlandsrailway.co.uk for the planning and booking of tickets on our mobile application. Customers using this website or mobile application are advised that those pages are prefixed by buytickets.eastmidlandsrailway.co.uk.

Our Booking Service is operated by our service provider Trainline.com Limited (with company number 03846791). When processing booking transactions, Trainline.com Limited accepts the booking as the agent for East Midlands Railway and does not act for or on behalf of the customer. When you purchase a travel service or other travel-related purchase through our Booking Service Trainline.com Limited shall act as the merchant and take payment for the service or product.

Agreement between the customer and East Midlands Railway

Our enquiry and booking service (the "Booking Service") is offered as a service to you, the customer, by us, Transport UK East Midlands Limited (also referred to as "we", "our" and East Midlands Railway, either via our call centre, our website at www.buytickets.eastmidlandsrailway.co.uk (the "Website"), via our mobile application (the "Mobile Application"), via any third party channels, or any version thereof.

Supply of train tickets

These Terms and Conditions (which incorporate our online Privacy Policy and Usage Policy) set out the terms of our contract with you in relation to our supply of any ticket that you purchase using the “Booking Service.” If you do not agree with these terms, you must not use the Booking Service.

Your train journey

The train operating companies with whom you book tickets through this Booking Service are responsible to you in respect of the provision of the train journey you have booked. All bookings made through the Booking Service are subject to the National Rail Conditions of Travel (explained below) and any specific restrictions imposed by the relevant train operating companies which vary by ticket type.

About Transport UK East Midlands Limited | East Midlands Railway

Transport UK East Midlands Limited trading as East Midlands Railway, whose registered office is at 2nd Floor St Andrew's House, 18-20 St Andrew Street, London, United Kingdom, EC4A 3AG. East Midlands Railway is a company registered in England and Wales with company number 09860485.

Transport UK East Midlands Limited is registered with VAT number 323 3125 48, however, train tickets are currently zero rated for VAT and so VAT receipts are not routinely offered.

All customer queries should be dealt with via our customer services department. You can contact our Customer Services team by using the contact details supplied in the "help" link.

East Midlands Railway is a trading name of Transport UK East Midlands Limited.

Use of the Booking Service

Our Booking Service offers an impartial service selling tickets available around Great Britain representing all train operating companies.

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 this Booking Service to purchase travel services.

You confirm that you are at least 16 years old to become a registered user and/or use the Booking Service, and if you are 16 or 17 years old, you confirm that you have obtained your parent or guardian's consent to become a registered user and/or use the Booking Service. You confirm that you have authority to use the payment method or billing account details you provide for the purpose of settling any payments due for any purchase made through the Booking Service, or that you owe to us. If you are 16 or 17 years old and using a credit card for the purpose of settling any payments due for any purchase made through the Booking Service, or that you owe to us, you confirm you have obtained appropriate consent from the credit cardholder prior to using the credit card. You also promise that all information supplied by you in using the Booking Service is accurate and that you will not make any speculative, false or fraudulent reservation. You further promise that you will only use the travel services reservations facilities of the Booking Service to make reservations or purchases for yourself or for another person on whose behalf you are legally entitled to act.

By default this Booking Service provides details of trains and fares which represent the fastest published journey times on the date and at the times selected. In some cases there may be cheaper fares available on other operators' routes or at off-peak times, in which case we provide a link to search for these. We quote prices for, and are able to sell the vast majority of point-to-point train tickets. We shall not be obliged to sell tickets to 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 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 your negligence when using the Booking Service (including where you deliberately or negligently let others use your account).

You agree to use the Website and Mobile Application only for lawful purposes, and in a way that does not infringe the rights of, restrict or inhibit anyone else's use of the Booking Service. You may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, products or services obtained from this Website or Mobile Application.

If you register an account with us, your account is meant for your individual use only. You are responsible for maintaining the confidentiality of your password and account details, and are fully responsible for all activities that occur under your password or account (including where your account is used by another person), unless these activities arise due to our negligence or breach of these terms by us.

Where you are using our business account Booking Service, you confirm that you are doing so in the course of a business, trade, craft or profession only and are a corporate subscriber. Each organisation is responsible for the Administrator of its business account. Where a request is made for a change of Administrator by a member of an organisation, that organisation shall be fully responsible for such change request. Where an organisation has been referred to a business account by an individual, the organisation acknowledges and agrees that the individual may have been incentivised to make the referral.

We reserve the right to restrict or block access to the Booking Service. By proceeding with a purchase via the Booking Service, you represent that you are not currently subject to any economic, financial, territorial or sectoral sanctions, trade embargoes, individual asset freezes, or listed on any sanctions-related list of designated or blocked persons imposed, administered or enforced from time to time by the European Union and implemented by its Member States, the United Nations Security Council, Her Majesty's Treasury of the United Kingdom, the U.S. government, including those administered by the U.S. Treasury, Office of Foreign Assets Control, or any other relevant authorities with jurisdiction over you or East Midlands Railway from time to time that would prohibit you from using the Booking Service. You further represent that you are not purchasing any tickets via the Booking Service on behalf of, or for the benefit of, any person or entity listed on any sanctions-related list of designated or blocked persons or any person resident in, or entity organised under the laws of, a country or territory that is the subject of comprehensive sanctions.

National Rail Conditions of Travel

The National Rail Conditions of Travel (as updated from time to time) sets out the minimum level of service you are entitled to expect in relation to your train journey. They also set out your rights and responsibilities in respect of any train journeys made on the UK railway network, including the liability of the train companies in respect of loss caused by the delay and/or cancellation of any train, by any missed connection or by the closure of the railway as well as in respect of loss or damage to, and delay in the delivery of luggage and its contents. View the National Rail Conditions of Travel

Where the rights set out in the National Rail Conditions of Travel are extended or restricted by the train operating companies with whom you may book tickets through this Booking Service, details of these extensions or restrictions will be provided to you with your journey summary prior to purchase.

The National Rail Conditions of Travel entitle Customers to the same levels of compensation or refund entitlements regardless of where they purchase their ticket.

Fees and charges

There may be certain fees and charges payable on top of the ticket price in respect of purchases made via the Booking Service. If applicable, these will be identified during the booking process. Some of these fees are levied by the relevant train operating company which requires us to pass them on to you, the customer.

You will be responsible for all charges and taxes payable as a result of your use of this Booking Service, including any cost of accessing the Booking Service (for example, internet access charges or mobile data charges).

Issue of tickets

Some tickets have limited availability. Although we check availability before quoting the fares, we cannot guarantee the availability of such tickets until you confirm the details of your journey immediately prior to payment. However, we do not charge your credit card until your order has been processed. We take all reasonable measures to ensure that the times and fares quoted on our Booking Service are correct. However, despite our efforts, with the exception of East Midlands Railway we cannot guarantee that all of the information on our Booking Service (including times and fares) is correct, as our source data is provided from a third-party rail information provider. Where we become aware of an error, we will take reasonable measures to rectify it. If you have purchased tickets which are subject to an error, we will refund these in full.

When we have confirmed your booking by email to your registered email address, we will fulfil your tickets to you using the fulfilment method you selected when you made your booking. While we endeavour to have tickets delivered in accordance with timescales supplied by our delivery agents, we cannot be responsible for any guaranteed delivery times.

Please check your tickets when you receive them. If you believe that the tickets we have sent you do not meet the information you provided at the time of booking through our Booking Service, please contact us. You must ensure that you are in possession of the tickets booked before you board the train. 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 on the train and a penalty fare may also be payable. We, the train operating company and the ticket inspector reserve the right to refuse to accept your ticket to the extent that it is unsatisfactorily displayed or to the extent that we or they have reason to suspect that a fraudulent use of booking confirmation, transfer to a different person, or other abuse or reproductions, copies or counterfeits of any ticket are in circulation.

When London International CIV tickets (for use in connection with a Continental or Eurostar ticket) ("CIV tickets") are purchased, they must be accompanied by a valid international travel ticket which must be presented for inspection on the domestic journey along with the CIV ticket. We will not be responsible for any extra costs charged to you by the train operating company where you are unable to provide evidence of a valid international travel ticket accompanied by the CIV ticket when requested by the train operating company staff.

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. Please note that due to Royal Mail restrictions it may take longer to deliver to remote locations. Please click here for more information on Royal Mail delivery times to remote locations.

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.

Mobile tickets: For some bookings we allow you to travel with paperless tickets ("Mobile tickets") delivered to the Mobile Application installed on a mobile phone, tablet or similar device ("Mobile Device"). Mobile tickets are not available on all Mobile Device operating systems.

When booking such tickets via the Website or call centre, you must check that your Mobile Device is compatible with our tickets by following the instructions provided before purchase and that you have an up to date version of the Mobile Application.

It is your responsibility to ensure that you carry your Mobile Device on the relevant journey and that your Mobile Device is charged, functional, displaying the correct date and time and that you are able to display the ticket on your Mobile Device for inspection and scanning when you travel. Mobile tickets must be activated from within the Mobile Application before boarding the train in order to validate the Mobile ticket. The Mobile Device must be capable of running the Mobile Application and clearly presenting the Mobile ticket in a legible manner.

Due to the wide variety of Mobile Devices and networks we are unable to offer technical support or assistance. You may incur data usage charges from your mobile network provider for downloading a ticket. You should check with your network provider as to what charges may apply.

If tickets have been booked for more than one passenger, all passengers should travel together.

The ticket must be stored on your Mobile Device until the date and time of travel and such safekeeping shall be your responsibility. Mobile Tickets are non-transferable.

By purchasing a Mobile Ticket, you agree to cooperate with the train inspector and let him/her clearly view and scan the ticket on your Mobile Device and you acknowledge that you may be requested to hand over your Mobile Device voluntarily for inspection and scanning. If you do not produce your ticket or hand over your Mobile Device upon request 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 Mobile Tickets - you must note any additional restrictions notified during the booking process.

e-tickets: For some bookings we will allow you to use an e-ticket. Where you select an e-ticket we will email you your tickets and you will have the option to use the e-ticket in one or more of the following ways:

1. Open the PDF attachment and show the ticket on your Mobile Device. If you are using this option then you must ensure that your Mobile Device can receive email and display a PDF attachment prior to purchase. It is your responsibility to ensure that you carry your Mobile Device on the relevant journey and that your Mobile Device is charged, functional and that you are able to display the ticket on your Mobile Device for inspection when you travel. You may incur data usage charges from your mobile network provider for downloading a ticket. You should check with your network provider as to what charges may apply. The ticket must be stored on your Mobile Device until the date and time of travel and such safekeeping shall be your responsibility. You agree to cooperate with the train inspector and let him/her clearly view and scan the ticket on your Mobile Device and you acknowledge that you may be requested to hand over your Mobile Device voluntarily for inspection and scanning. If you do not produce your ticket or hand over your Mobile Device upon request by the train inspector, the train inspector shall be entitled to consider that you are travelling without a ticket.
2. Print the e-ticket.
3. Download the e-ticket on the Mobile Application. If you are using this option then the terms relating to Mobile tickets set out above will apply to your use of the e-ticket.

You must ensure that you present your e-ticket for inspection and scanning in one of the ways described above.

An e-ticket can only be used by one customer for one valid journey. It is a criminal offence to amend and/or reproduce an e-ticket for fraudulent use. Where more than one customer presents the same e-ticket for travel, both may be deemed invalid for travel. You shall have full liability for any fraudulent use of your e-ticket. East Midlands Railway shall have no liability for any fraudulent use of e-tickets.

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.

Changes, cancellations and refunds

Whether or not tickets can be amended and/or cancelled and refunded varies by the ticket type and is a feature of the ticket as determined by the train operating companies offering you the ticket. These terms and conditions are available during the booking process and we recommend you check these whilst booking your ticket to ensure you are buying a ticket which meets your requirements. These terms and conditions are also available in your account once you have made a booking.

Additional restrictions may apply to certain delivery methods and if applicable these will be notified during the booking process.

Where a ticket can be changed (for example most Advance tickets), you can change the travel date and time of travel by logging into your account. If you are changing your ticket with us, you must do this before your original train departs, and at least 2 hours before your new departure time. In addition to any difference in ticket cost, a change of journey standard charge will apply. We cannot change the stations you chose to travel between. If your original tickets have been issued, you will need to return these to us and they must be unused.

Where a ticket can be cancelled and refunded (for example most Anytime and Off-Peak tickets) you can cancel this online by logging into your account. Standard charges apply. Please note that where a refund is made, it shall be for the ticket price only, and any associated booking fees are non-refundable. If your tickets have been issued, you will need to return these to us and they must be unused.

Please note that you will be responsible for the cost of returning any tickets to us where this is required.

The level of fees for changes and refunds are generally determined by the train operating companies. The current fees are shown in the ticket terms and conditions available in the booking process.

We endeavour to process your request within 56 days of receipt of your application. If your refund is approved, we will process your payment back onto the card used to make the purchase (minus our £5 administration fee if applicable). It may take up to five working days for a credit to appear on your statement.

We shall not be obliged to change, cancel, replace or refund a ticket where we have reason to believe that it is being done so fraudulently.

If you have any questions about changing or cancelling your tickets online, or if you think that we have sent you a wrong ticket or have otherwise made an error in taking or processing your ticket booking, please contact us by telephoning 03457 125 678. In the event we agree that we have made an error in the booking, we shall issue a replacement ticket or otherwise address the error in our discretion as we consider appropriate given the circumstances.

Compensation and refunds for delayed or cancelled journeys

If the service on which you have booked to travel is cancelled or severely disrupted you may be entitled to compensation or a refund. If the train company allows us to issue this refund on their behalf, then we shall do so. If not, we will provide you with the contact details of the relevant train company and you will need to make a claim directly with the train company concerned. Unfortunately we are not permitted to issue compensation or refund tickets for cancelled/disrupted journeys unless the relevant train company gives us permission to do so.

Memorable Moments vouchers

• The promoter is East Midlands Railway. Registered in England number: 09860485 Registered office: Second Floor, St Andrews House, 18-20 St Andrews Street, London EC4A 3AG.
• All EMR scratch cards are valid until 30 April 2026 and have no cash alternative.
• Prize Pot:
  • 1 x Ipad Mini
  • 2 x Apple Watch
  • 20 x Margo plush
  • 150 x £10 discount voucher code
  • 177 x Power bank
  • 250 x £5 discount voucher code
• Prizes are non-exchangeable, non-transferable and non-replaceable.
• The physical scratch card is required to redeem prizes.
• To claim your prize, please contact our Customer Service Centre via email: [email protected] , post: EMR Customer Service Centre, Locomotive House, Locomotive Way, Pride Park, Derby, DE24 8PU, or phone 03457 125 678.
• Altered, defaced, damaged cards and counterfeit cards will at the promoter’s sole discretion be treated as null and void.
• Prize claims are limited to one per person.
• Discount codes can only be redeemed online at www.eastmidlandsrailway.co.uk or the EMR App.
• Discount codes expire 30 April 2026.
• A minimum spend of £15 applies to all discount codes.
• Employees and immediate family members are not eligible to participate.
• By redemption of these offers you are agreeing to be held by all of these terms and conditions.
• The promoter reserves the right to adjust these terms or withdraw the prize draw at any point.

Catering vouchers

For some services you may be given the opportunity to purchase vouchers to exchange for catering. Vouchers are not refundable. No change will be given from vouchers. Vouchers cannot be exchanged for cash. Vouchers can only be used on services operated by the designated train company. The number of vouchers that may be issued per transaction is not restricted. Vouchers may be purchased in conjunction with adult or child tickets bought online. Vouchers are valid for three months from the date of travel.

Liability disclaimer

We will use reasonable care and skill to carry out the ticket retailing services contained in the Booking Service within a reasonable time, in accordance with these terms. We do not make any other promises and no other promises shall apply in respect of the information, products, and/or services contained on the Booking Service.

Please note that we are not responsible for any loss or damage which you suffer in relation to the provision of transport services under tickets purchased through the Booking Service (including any delays, cancellation or disruption to train services). The National Rail Conditions of Travel and any further terms and conditions imposed by the relevant train operating company will apply to any transport services provided to you in accordance with tickets booked through the Booking Service, and you should read such terms and conditions carefully.

Where you are an individual using the Booking Service for your own personal purposes and not in the course of a business, we will pay for all reasonable and foreseeable direct costs which you incur in relation to the provision of tickets by us, and which are directly caused as a result of our negligence or a breach of any of these terms by us and which you could not have avoided or reduced by taking reasonable steps. If we fail to deliver any tickets to you for any reason within our control within a reasonable time prior to your departure time, any reimbursement made by us of the costs of a replacement ticket or an alternative journey by train shall be no more than the cost of the nearest equivalent ticket purchased on the train or at the station.

We are not responsible for losses that result from, but are not directly caused by, any breach of these terms and conditions, or that are not reasonable or foreseeable by you and us (such as loss of profits or opportunity) even if we are made aware of the possibility of such losses. Our liability shall not, in any event, include losses related to any business of yours, such as lost data, lost profits or business interruption.

Where you are using this Booking Service in the course of a business, we will be liable for any reasonable and foreseeable direct costs you incur which are caused as a result of our negligence or a breach of these terms up to a limit of the value of the relevant ticket(s) purchased by you, which costs could not have been reduced or avoided by you taking reasonable steps. We will in no circumstances pay or be responsible for any loss of profit, loss of opportunity, loss of business, loss of revenue, wasted time, wasted costs, indirect, incidental, or consequential loss arising out of or in any way connected with the use of this Booking Service or with the delay or inability to use this Booking Service, or for any information, products, and services obtained through this Booking Service, or otherwise arising out of the use of this Booking Service.

Nothing in these terms limits our liability for death or personal injury directly caused by us.

All third party suppliers of products, services or content through which we link to from this Booking Service (which may include our selected partners such as providers of hotels, travel insurance companies and car hire companies) are independent entities and we are not responsible or liable for any wrongful act or omission on their part or for any of the content of their websites, including but not limited to any product liability claims.

Other terms

We may change these terms from time to time. When we do so, we will publish the new version on the Website. Each new version will take effect from the time it is first published on the Website, and from then on will apply to you. However, any changes will not affect existing terms accepted by you when making a reservation or purchase through this Booking Service. When you use the Booking Service, we will ask you to confirm your acceptance to the most up-to-date version of these terms and conditions whenever you make a booking. If you do not agree to any changes we make to these terms and conditions, you must stop using the Booking Service.

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 us, please make sure you ask for any additional terms to be put in writing prior to making any transaction. 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 this Booking Service, whether made by us or a third party, except to the extent a statement or representation on this Booking Service is made negligently by us.

If any of these terms are found to be invalid by a court or at law then the remainder of these terms shall continue to apply to the extent that they still make sense without the unenforceable term(s).

The prices quoted on this Booking Service are in pounds sterling. If you choose to pay for your ticket using a foreign credit or debit card, you will be responsible for the exchange rate and you are advised that changes to your ticket or refunds may be affected by such exchange rate.

Neither you nor we intend any third party to be able to enforce any of these terms pursuant to the Contracts (Rights of Third Parties) Act 1999.

You and we agree that English law applies to these terms and conditions and that any dispute between us regarding the Booking Service or arising out of or in connection with these terms and conditions will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be brought before the courts there.

IMPORTANT

You must read these terms and conditions of this agreement before you access and use the WiFi service. By accessing and using the WiFi service you agree to be bound by the terms and conditions set out below. If you do not wish to be bound by these terms and conditions you may not access or use the WiFi service.

Definitions

"Information" means all material delivered by Icomera through the WiFi service (hereafter referred to as the "Hotspot"). "User" means you, the Hotspot end-user. "Contract" means this Hotspot agreement.

Warranty

The Hotspot is provided on an "as is" and "as available" basis and Icomera makes no warranties or representations whether express or implied in relation to the Information, including implied warranties or conditions of completeness, accuracy, satisfactory quality or fitness for a particular purpose.

Liability

The User agrees that, except for death and personal injury arising from the negligence of Icomera, Icomera shall not be liable in contract, tort, negligence, statutory duty or otherwise for any loss or damage whatsoever arising from or in connection with this Contract, including damage for loss of business, loss of profits, business interruption, loss of business information or any other pecuniary loss (even where Icomera has been advised of the possibility of such loss or damage).

The Hotspot

The User acknowledges: (a) that it is technically impossible to provide the Hotspot entirely free of faults and that Icomera does not undertake to do so; (b) that faults may lead to temporary unavailability of the Hotspot; and (c) that the operation of the Hotspot may be adversely affected by conditions and performances outside Icomera's control, including transmission, telecommunications links between Icomera and Users, between different parts of Icomera, and between Icomera and other systems and networks.

Third party information

The User further acknowledges that some of the Information, for example software, is supplied to Icomera (directly and indirectly) by third parties and accordingly Icomera can offer no warranty of whatever nature in relation to such Information.

Use of the Hotspot/Indemnification

The User undertakes:

1. Not to use the Hotspot for any unlawful purpose;
2. That it shall not make any use of the Hotspot such that the whole or part of the Hotspot is interrupted, damaged, rendered less efficient, or the effectiveness or functionality of the Hotspot is in any way impaired;
3. Not to use the Hotspot for the transmission or posting of any computer viruses or any material which is defamatory, offensive or of an obscene or menacing character or in such a way as to cause annoyance, inconvenience or needless anxiety;
4. Not to use the Hotspot in a manner which constitutes a violation or infringement of the rights of any person, firm or company (including rights of copyright or confidentiality);
5. That it shall not use the Hotspot to transmit any material for the purposes of publicity, promotion and/or advertising without the prior written consent of Icomera unless such transmission has been specifically requested by another user of the Hotspot; and
6. That in the event that it has any right, claim or action against any other user arising out of the use of the Hotspot then it shall pursue such right, claim or action independently of, and without recourse to, Icomera

The User will indemnify and defend Icomera against all claims, liability, damages, costs and expenses, including legal fees, arising out of a breach of this Contract or any Use of the Hotspot by the User. The User acknowledges that Icomera has no control over the nature or content of information or programs transmitted or received by the User using the Hotspot and that Icomera does not examine in any way the use to which the User puts the Hotspot. The User agrees to fully indemnify Icomera against any claims or legal proceedings arising in connection with User's use of the Hotspot which are brought or threatened against Icomera by any other person.

Intellectual property

The User acknowledges that all copyright, trade marks and all other intellectual property rights in the Hotspot shall remain vested in Icomera or its licensor.

Suspension and termination

Icomera shall have the right to immediately terminate this Contract and/or suspend the Hotspot if the User commits a breach of the Terms and Conditions.

User data

Icomera reserves the right to include the name, address and other relevant information relating to the User in a directory for the use of Icomera users or other third parties, unless specifically requested by the User in writing not to do so.

Icomera cannot guarantee the security or privacy of the Hotspot and any information or communication to or from the Hotspot by the User.

Changes to the Terms and Conditions

Icomera reserves the right to change these terms and conditions from time to time by placing a note of such change in this file. The User's continued use of the Hotspot following notice of such change shall be deemed to be the User's acceptance of any such change. It is the User's responsibility to check this file regularly to determine whether this Contract has been changed. If the User does not agree to any change to the terms and conditions of this Contract then the User must immediately stop using the Hotspot.

Severability

Each provision of this Contract excluding or limiting liability shall be construed separately, applying and surviving even if for any reason one or other of those provisions is held inapplicable or unenforceable in any circumstances and shall remain in force notwithstanding the termination of this Contract howsoever occasioned.

No waiver

No waiver by Icomera shall be construed as a waiver of any breach of any provision of this Contract.

Choice of law

This Contract shall be governed by English law and the parties hereby irrecoverably submit to the exclusive jurisdiction of the English Courts.

Please take care of your wireless device. Icomera accepts no responsibility for loss or damage.

For any other information, please contact us .

Our Pay As You Go ticketing service (“DPAYG” or the “Services”) is a feature of our App operated by our service partner, Trainline.com Limited (0384679).

The Services are offered to you, the customer (“you”, “your”), by us, East Midlands Railway (EMR) (East Midlands Railway is a trading name of Transport UK East Midlands Limited, company number 09860485), (“we,” “us” or “our”), via our East Midlands Railway mobile application, through the DPAYG functionality, as updated or supplemented from time to time (the “App”).

These terms and conditions (“Terms”) constitute a legally binding agreement made between you and us, concerning your access to and use of our App for the purposes of using the Services. By using the Services, you confirm that you have read, understood, and agree to be bound by all of these Terms and, if you buy tickets using the Services via the App, that you also accept and will comply with the National Rail Conditions of Travel. If you do not agree to these Terms, you must not use the Services. These Terms should be read together with our website terms and conditions and our mobile app usage policy. We may change these Terms from time to time. When we do so, we will publish the new version on our website at Terms and Conditions (“Website”). Each new version will take effect from the time it is first published on the Website, and from then on will apply to you.

Data Protection

Under data protection legislation, we are required to provide you with certain information including:

• who we are,
• how and for what purposes we process your personal data that we may collect from you or that you provide,
• your rights in relation to your personal data, and
• how to exercise those rights.

This information is provided in our Privacy Policy and it is important that you read that information. By using the Services, you consent to such processing, and you confirm that all data provided by you (including when setting up your account as referred to below under ‘Account Registration and Authentication and App Functionality’) is accurate.

During the trial we will be working with the Department for Transport and third-party trial evaluation partner to manage the trial, this partner is Ipsos(Market Research) Ltd (“Ipsos”). According to data protection legislation, IPSOS are Data Processors for the evaluation of your travel data. The categories of personal data processed by IPSOS include all of the data completed on your registration form along with your travel history, app usage data and any dispute data. If you agree to these terms and conditions, you give your consent for us to share your data with IPSOS. IPSOS will use that consent as their lawful basis for processing the data. IPSOS will only process your personal data for as long as required for the purpose of this project. They will minimise the processing of your personal data wherever possible, in accordance with data protection legislation. Your personal data will be securely deleted 3-months post-project completion, planned for the 15thJuly 2027. Once IPSOS have received your personal data, the lawful basis for processing the data will be the DfT's public task. Further information about how the DfT will handle your data is available in their privacy notice here and here

Using the Services

Access to the Services is permitted on a temporary basis. We may suspend, withdraw, discontinue, or change all or any part of the Services without notice. You are responsible for making all arrangements necessary for you to have access to the Service.

We do not guarantee that the Services will always be available or be uninterrupted. We will not be liable to you if for any reason the Services are unavailable at any time or for any period.

Technical Requirements

You are solely liable for the functionality of your mobile phone, such as:

• guaranteeing the technical settings and the proper functioning of the device (including network access and power supply),
• ensuring that the device is carried on relevant journeys,
• ensuring that the device is charged, functional and able to display the ticket for inspection when travelling.
  

We do not provide any warranty as to the level of connectivity you will receive using your mobile device and we are not responsible for any connectivity issues you may experience.

You shall be responsible for having an operational data connection and for having activated ‘location services’ on your mobile device during the ‘start journey’ process. Location services must remain active for the duration of the journey and sufficient power supply must be available for the whole duration of the journey. Activation of the power saving mode is not advised, as this can negatively influence the precision of the localisation and journey determination. Processes can only be conducted where a data connection is available. If for any reason the app does not allow you to ‘start a journey’ due to technical issues customers must purchase tickets by other means.

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. You should check with your network provider as to what charges may apply.

DPAYG functionality can only be used on Android operating system 10 and above and IOS 15.6 and higher.

Account Registration and Authentication

To use DPAYG you must create an account by registering certain personal details and linking a valid credit or debit card.

DPAYG is for users who are at least 18 years old. You must not use the Services if you are under 18 years old.

Information you provide on the App must be complete and accurate. You must not impersonate any other person or entity or use a false name or a name that you are not authorised to use. The Services available through the App are only for use by the registered user.

We will send you a verification email to ensure your email address is correct. The instructions within this email must be followed before registration can be completed.

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 these Terms.

Payment Registration

For security reasons, the payment method details that you register/link when registering your account will be captured directly by our payment service provider and will not be stored on your mobile phone. If for any reason you are unable to register a valid payment method, you will not be able to travel using DPAYG.

By registering your payment method within the App, you agree that we may automatically take payment for journeys made using DPAYG.

You must ensure that the registered payment method has sufficient funds to pay for your tickets and prevent the payment method from being blocked.

You confirm that you have authority to use the payment method you provide for the purpose of settling any payments you owe to us.

The prices quoted on the App are in British 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.

Railcard Registration

The following Railcard Discounts may be registered to your account through the App for use when using DPAYG:

• 16-25 Railcard
• 26-30 Railcard
• Disabled Persons Railcard
• Senior Railcard
• Veterans Railcard

No discounts other than the Permitted Railcard Discounts listed above are available to use in connection with the DPAYG trial. For clarity, we confirm that the discounted fare available to wheelchair users and/or visually impaired persons, and an adult companion (often referred to as the “Special Disabled Fare”), is not available to use in connection with the DPAYG trial. If you would like to use another discount, other than the Permitted Railcard Discounts listed above, you cannot take part in the DPAYG trial and must purchase a ticket via another means, such as via a ticket machine or from a member of staff. If you are in any doubt about the eligibility of a discount or railcard for use with the DPAYG trial, please contact the East Midlands Railway DPAYG Customer Service team.

The Permitted Railcard Discounts are only available for the card holder when using DPAYG. When using DPAYG the Disabled Persons Railcard or Veterans Railcard discount will only be applied to the App account holder, it cannot be applied to a second account. Any travelling companion entitled to the companion discount under the Disabled Persons Railcard or Veterans Railcard will need to buy their ticket using a method other than DPAYG in order to obtain the railcard discount.

A railcard can only be linked to a single account. You may not register the same railcard on multiple accounts.

When registering a railcard, you will be asked to enter the railcard expiry date. When the railcard expires, all subsequent journeys will be charged the non-discounted fare.

If you register a railcard to your account, you must carry either a paper or digital railcard whenever you travel using the railcard. If you fail to produce a valid railcard when requested, you will have to pay the appropriate fare.

You may remove the railcard from your account. Removal of a railcard will prevent discounts applying to any journeys made on the day of removal.

Travelling using the Services

Once your account is active, you may use DPAYG for travel.

All journeys are subject to these Terms and the National Rail Conditions of Travel. You are strongly advised to read these Terms and the National Rail Conditions of Travel, 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 of luggage and its contents.

The App can only be used to make journeys within the East Midlands Railway ‘Pay As You Go’ network area (the “PAYG Network Area”). You must not use DPAYG for a journey that begins or ends outside of the PAYG Network Area. If you try to do so, the journey will be considered invalid and incomplete, and you may be charged an incomplete fare. Stations within the DPAYG Network area will be indicated part of the DPAYG zone within the app.

To make a valid journey using DPAYG you must ‘start journey’ in the app. Failure to do so is equivalent to you travelling without a valid ticket and subject to penalty fare. Once your journey has ended, the most accurate way to ensure your journey is determined correctly is to ‘End Journey’ in the app and check accurate determination in ‘Journey History’. Users have the chance to correct any journeys that are deemed inaccurate via the dispute process in app. When a journey is not able to be determined for any reason including but not limited to lack of sufficient information from a user, a maximum fare may be applied

Starting your journey

• To buy a ticket using DPAYG, you must tap “start journey” in the App at your origin station. Capture of travel data begins when the ‘start journey’ button is pressed.
• The App will present a list of possible stations and you must select the correct origin station and confirm that selection.
• Upon selecting the origin station, a barcode ticket is issued in the App containing the origin station, the ticket type, the time and date of the purchase and any associated railcard details. At this point the ticket is valid for travel and you have committed to pay for any journeys made.

When beginning your journey through the App, please allow additional time in case of poor network performance or the time taken to identify your location.

If it is not possible to begin your journey due to technical issues, a corresponding message is displayed on the mobile phone. In this case, you will need to buy a ticket by other means. Otherwise, you are deemed to be a travelling without a valid ticket.

You must begin your journey within the App before boarding or before entering the ticket required area at the station. You must register any railcard discount or concessionary status prior to travel. You should not begin your journey within the App once travel has already started, e.g. when you are travelling on a train. In this scenario you may be deemed to not have a valid journey for the full duration of your journey.

During your journey

• During your journey the App will track your location.
• Your barcode ticket may be scanned at gates or by inspection staff as required.
• The App tracks activity and location data from sensors within your mobile phone. To avoid being charged an incomplete fare you must ensure that location services remain active with the highest precision available throughout your journey.

Ending your journey

• To end your journey using DPAYG, you must tap “end journey” in the App once you have reached your destination station and are outside of the designated areas where a ticket is required.
• Confirming the destination station ends the journey within the App and the barcode ticket will no longer be valid for travel.
• Once your journey has ended the App will calculate your ticket and fare.
• Tracking of activity and location data ends up to 5 minutes after ending your journey within the App. The delayed deactivation is required to confirm your final location.

You should end your journey as soon as possible after alighting the train to ensure journey is determined accurately. When the app is unable to be determine a journey for any reason including but not limited to lack of sufficient information from a user, a maximum fare may be applied. If you are unable or forget to end your journey within the App after travel ends, you will be allocated an incomplete journey. In this situation we may allocate an estimated journey end location or if this is not possible, the journey will remain incomplete. You may either adjust an estimated journey end location or provide a journey end location through the App stating the location and time of travel.

If a journey remains incomplete for a 48 hour period after the Monday to Sunday travel period ends, then you will be charged an incomplete fare of £25. We reserve the right to update the incomplete fare value from time to time.

Delays and disruption

Each barcode ticket lasts for a maximum of three hours from the time when you start your journey. If you encounter delays during your journey so that your travel within the PAYG Network Area extends for longer than three hours, you will be prompted through the App to confirm if you are still travelling. If you confirm that you are still travelling, you will be issued with a new barcode ticket. If you confirm that you are not still travelling, you will be prompted to end your journey through the App.

The Service uses precise GPS location information in order to monitor your journey and calculate your fare. If your journey involves using a rail replacement bus service, the Service may not recognise the route and may mark your journey as “incomplete”. If this happens, you can give details of the journey and update your journey details within the App.

Tickets

All DPAYG tickets are registered centrally by the App. You will receive a barcode copy of the ticket on your mobile phone.

Tickets are personal, non-transferable and cannot be forwarded to another mobile phone. You are not permitted to make your mobile phone available to third persons for transport.

We reserve the right to block travel using the Service for any reason and without prior notice.

Aborted Travel

If you choose not to travel, you may end your journey at the same station at which you began your journey. Please ensure that you have exited the ticket required area before ending your journey.

If we determine that you did not travel, then you will not be charged for this journey. We monitor metrics for aborted travel and based on these metrics we may decide that travel did occur and allocate an incomplete fare.

Ticket Validation and Inspection

You must ensure that you validate your ticket at the start and end of your journey at any ticket barriers you may encounter.

You must present a valid barcode to any EMR member of staff upon request.

If you are unable to show a valid ticket for the class of accommodation and service that you are using, or if the ticket cannot be checked due to the mobile phone failing to update or function properly, you will have to pay the appropriate fare.

All tickets shall be valid from the time you begin your journey. It is not possible to buy tickets valid for a later date.

Fare Calculation

• DPAYG Anytime Single
• DPAYG Off Peak Single
• 7 Day Season ticket
• Daily DPAYG Cap Set at £23.00
• Weekly DPAYG Cap Set at £73.00

For the purpose of this trial no Group Fare discounts, or split tickets will be offered to DPAYG users. We reserve the right to update the set of tickets offered within the App at any time.

Fare restrictions, available discounts, rules on permitted travel are applied to the journey combinations across the day or week to determine the lowest fare combination. Although we will try to ensure that the best value ticket combination will always be charged, we cannot always guarantee this.

Break of Journey rules are not applied as each journey is treated as a single leg ticket.

We only calculate the fare of any tickets when you complete your journey and payment for these will be taken at the end of the day. Journeys made later in the travel week may adjust the ticket selection in the context of these new journeys.

If repeated journeys are made throughout a day or roll up week, we may select one weekly ticket or cap to represent a set of journeys where this represents better value than charging daily single tickets.

Journeys are only optimised within a Monday to Sunday travel week. If you make journeys that would be better optimised within a different seven day period or over a longer period, then you should use a different method to purchase your ticket.

The total fare for journeys made are charged to your account balance.

You may review your journey and payment history through the App. This information will include details of journeys made, tickets allocated, and the fares charged.

Payment Collection

Payment collection for any outstanding balance usually occurs on the day following the day of travel. The value of the payment taken may include a combination of past journeys and adjustments, so may not match the value of fares charged for journeys on the previous day.

We may make multiple attempts to take payment for any outstanding balance from the current payment method.

If we are unable to collect any outstanding balance, then the use of DPAYG will be blocked. The block will be removed once the outstanding balance has been collected using a valid payment method. Where DPAYG is blocked, your obligation to pay the outstanding balance remains.

We are not obliged to sell tickets to you if we have reason to believe you may be intending to use it, or the proposed method of payment, fraudulently. You acknowledge that you will be financially responsible for any journeys which are made through the App using your account details.

Notifications

We reserve the right to contact you by means of App notifications or email. These communications will be limited to content relating to your use of the Services or any updates to the Services. See our privacy policy at East Midlands Railway Privacy Policy for further details.

You may turn off App notifications at any point through the account management facility within the App.

Help and Support

The App provides a set of Frequently Asked Questions (FAQs) to help you use the App and the Services correctly and resolve any issues.

If the solution to your issue is not available within the FAQ section within the App, then you may submit a support ticket to our customer services department through the App.

Our customer services department will respond to your issue using the email address registered within the App.

Delay Repay and Refunds

If you are delayed in reaching your destination because of a delay or cancellation of a train service, you may apply for compensation for this delay.

To complete your delay repay claim you must submit a journey history screenshot from the App showing where you began and ended your journey and the cost of your ticket. Alternatively a copy of the delay repay claim PDF which can be created within the app. This needs to be submitted in email to the Digital Pay As You Go – Customer Support team. They can be reached using the email address [email protected] and using the email subject as Digital Pay As You Go Train. The claim will then be submitted through the Delay Repay system once the ticket roll up period has ended.

If you choose not to travel, you may abort your travel as described above.

You may not apply for a refund of your ticket for any journeys.

If you believe you have been charged the wrong fare, you should contact us through the App including details of your expected fare. Where we agree with the adjustment, we will arrange any refund required.

License to use the Services and Intellectual property rights

We license you to use the Services as permitted in these Terms. In return for your agreeing to comply with these Terms you may use the Services for the purposes of using the Services only in accordance with these Terms.

All intellectual property rights in the Services (and any content we provide you with through the Services) throughout the world belong to us (or our licensors) and the rights in the Services are licensed (not sold) to you. You have no intellectual property rights in, or to, the Services other than the right to use them in accordance with these Terms.

Acceptable Use and License restrictions

You must:

• not use the Services in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with these Terms, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into the Services or any operating system;
• not infringe our intellectual property rights or those of any third party in relation to your use of the Services, including by the submission of any material (to the extent that such use is not licensed by these Terms);
• not transmit any material that is defamatory, offensive or otherwise objectionable in relation to your use of the Services;
• not use the Services in a way that could damage, disable, overburden, impair or compromise our systems or security or interfere with other users;
• not collect or harvest any information or data from the Services or our systems or attempt to decipher any transmissions to or from the servers running any Service;
• not use the Services through automated or non-human means, whether through a bot, script or otherwise;
• ensure that all registration information you submit is true, accurate, current and complete and maintain the accuracy of such information and promptly update such registration information as necessary.

If you provide any information that is untrue, inaccurate, not current, or incomplete, we have the right to suspend or terminate your account and refuse all current or future use of the App or the Services (or any portion thereof).

You must:

• not rent, lease, sub-license, loan, provide, or otherwise make available, the Services in any form, in whole or in part to any person without prior written consent from us;
• not copy the Services, except as part of the normal use of the App or where it is necessary for the purpose of back-up or operational security;
• not translate, merge, adapt, vary, alter or modify, the whole or any part of the Services nor permit the Services or any part of them to be combined with, or become incorporated in, any other programs, except as necessary to use the Services on devices as permitted in these Terms;
• not disassemble, de-compile, reverse engineer or create derivative works based on the whole or any part of the App or the Services nor attempt to do any such things, except to the extent that (by virtue of sections 50B and 296A of the Copyright, Designs and Patents Act 1988) such actions cannot be prohibited because they are necessary to decompile the App to obtain the information necessary to create an independent program that can be operated with the App or with another program (Permitted Objective), and provided that the information obtained by you during such activities: (a) is not disclosed or communicated without our prior written consent to any third party to whom it is not necessary to disclose or communicate it in order to achieve the Permitted Objective; (b) is not used to create any software that is substantially similar in its expression to the App; (c) is kept secure; and (d) is used only for the Permitted Objective; and
• comply with all applicable technology control or export laws and regulations that apply to the technology used or supported by the App or the Services and all local laws and regulations of the jurisdiction from which you access the App. The App should not be accessed in any jurisdiction where for any reason the publication or availability of the App is prohibited. We do not represent that the App complies with laws in all jurisdictions. If you are in doubt, you should seek legal advice and if necessary, terminate your use of the App immediately.

£15 DPAYG Credit Incentive

You will be given a £15 credit against your account (“Credit”) for completing the onboarding process for the DPAYG feature within the EMR APP.
The Credit will apply to your EMR account for use within the PAYG feature only. There is a maximum of one Credit applied to your account. There is a maximum of one credit applied per person. The Credit incentive will be available to the first 1500 users to complete onboarding or until 30th April 2026 at 23:59
The Credit will be a one-off set off against the value of tickets bought for Services on the DPAYG Network until the one Credit is exhausted.

Contact us

If you have any questions about these Terms, please contact us on [email protected] .

These are the terms on which you agree to use this car park. It is important that you read them and understand them as they are essential to ensure that traffic and parking space use is maximised for the benefit of all those wishing to park. They explain your rights and obligations. They also contain details of matters for which we do not accept responsibility, and we are not responsible for the car park surface, other motor vehicles damage, loss to or from motor vehicles or user’s safety.

• Definitions and Interpretation

  • “Car park” means the car park controlled by us at which these Conditions of Parking are displayed. Where appropriate, it also includes the roads leading to and from the car park.
  • “Conditions of Parking” means the conditions of parking set out here.
  • “Pay Machine” means any car park payment machine situated in the car park or station buildings.
  • “Permit” means any agreement for the parking of a vehicle on one or more occasion.
  • “Permit Parking: Additional Conditions” means the extra terms and conditions that apply when you park using a Permit. These will be shown on the Permit or provided to you at the time of issue.
  • “Staff” includes those in our employment as well as our servants or agents appointed to work with us.
  • “Tariff” means the charges that are to be paid for Parking. These will be displayed at the car park. There may be more than one place where the Tariff is on display.
  • “Vehicle” means any vehicle which is parked in a car park and includes any mechanical device on wheels or tracks, its equipment, and accessories.
  • “We, us, our” means APCOA Parking (UK) Limited and/or East Midlands Railway (Transport UK East Midlands Ltd).
  • “You” means any person who uses the car park for the parking of a vehicle and “your” should be read accordingly.

The headings are for information only and do not affect the interpretation of these conditions of parking.

• The Agreement between you and us

  • These Conditions of Parking apply to your use of the car park where these Conditions of Parking are displayed.
  • We intend relying on these Conditions of Parking. If there is anything you do not understand or do not agree with, please discuss this with us before you enter the car park.
  • No one is permitted to make any changes to these Conditions of Parking or make any promises or commitments on our behalf unless these are confirmed to you in writing. If we agree changes, please ask us to confirm them in writing. We can then avoid problems over what has been agreed between us.
  • Nothing in these Conditions of Parking affects your statutory rights.
  • In all other cases a binding agreement will exist between you and us upon entry to the car park unless you immediately exit from it.

• Charges

  • The sums we charge for parking in the car park are displayed on the Tariff and we can change them at any time at our discretion.
  • In the event of any Pay Machine failure, you are responsible for finding a Pay Machine that works or using an alternative method of payment.
  • If there are Automatic Number Plate Recognition (ANPR) cameras at the car park this will be clearly stated on signs within the car park. These may be used to identify those who have not paid for their parking or to monitor the duration of a parking session. In both cases we may use the information obtained from these cameras to obtain vehicle keeper details from DVLA and send you a Parking Charge for the period you have parked at the car park.
  • Blue Badge holders may park for free but must register in advance at bluebadge.apcoa.co.uk in order to obtain free parking.

• Tickets

  • No physical tickets are issued or required for the use of this car park.
  • Make use of a pay by phone service if it is shown as being available at the car park. This will be clearly displayed on notices at the car park. It is your responsibility to make sure the correct details are given as part of the payment transaction. Any failure by you to give the correct information could result in your permission to park not being correctly recorded and we will assume in such a case that you do not have a valid ticket to park at the car park,
  • If you can pay by credit/debit charge card, those cards which we will accept will be shown on the notice board where the Tariff is displayed or on the Pay Machine.

• Safety in the car park

  • You must drive carefully in the car park.
  • You must strictly observe all speed limits; they are for everyone’s protection.
  • You are responsible for the safety of your children. You must not allow them where they could cause an accident or could otherwise be put in danger. Children must not play in the car park and must be accompanied by a responsible adult at all times.
  • Please be alert to the many vehicles in motion in the car park.
  • You must comply with all directions and signs that are posted in the car park and all instructions or requests given or made from time to time by any of our Staff for regulating traffic and controlling the positioning of vehicles within the car park.
  • You must ensure that animals are kept secured and, on a lead, when outside your vehicle.

• Securing your Vehicle

  • Unless we or one of our Staff ask you not to do so, you must make sure that before you leave your vehicle at the car park:
  • It is securely locked.
  • All the windows and any sunroof are securely locked.
  • Your handbrake is fully engaged and your vehicle left in gear (or, if it is an automatic, left in “Park” mode).
  • If it is fitted with a steering lock or similar device that this is engaged.
  • No person or animal is left in your vehicle; and
  • Your possessions are taken with you or removed from sight and placed in the boot wherever possible.

• Moving and Relocation of Vehicles

  • Please note that this condition applies to all vehicles.
  • We can move your vehicle within the car park by driving or otherwise to such extent as we think is necessary to avoid it causing an obstruction.
  • We can also remove your vehicle at any time to any other location that we feel is appropriate if the car park must be closed or evacuated either permanently or temporarily and whether totally or only partly.
  • Where it is necessary to do so because we have to exercise any of the rights given to us in these Conditions of Parking, we or any member of our Staff can drive or otherwise take your vehicle out of the car park (including on to the public highway) or tow it away.
  • We can get into your vehicle if we need to exercise the rights given to us in these Conditions of Parking or to stop any nuisance caused by your vehicle. We can use force to do so if we reasonably consider that is necessary and if your vehicle is damaged by us in doing this, then we are not liable for the damage we cause.

• Abandoned Vehicles

  • If you intend to leave your vehicle in the car park for longer than 28 days, you must tell one of our Staff as soon as you arrive. If you do not tell us this, then we will be entitled to assume that your vehicle has been abandoned.
  • Abandoned vehicles will be disposed of in accordance with any local authority byelaws and/or any other legal rights available to us.
  • After thirty days (or earlier if we reasonably conclude the vehicle is abandoned) and without further notice we may remove the vehicle. If your vehicle remains uncollected for a period of three months from the date on which you parked it (or if later the date you told us at the time of leaving your vehicle that you would collect it) we will have the right for the purposes of the Torts (Interference With Goods) Act 1977, to sell your vehicle and deduct from the sale proceeds any amount that is due to us. Before we sell any vehicle, we will send you a notice by recorded delivery to the address of the last registered keeper of the vehicle or (if relevant) any Valet Parking Agreement. The notice we send you will tell you that we intend to sell the vehicle but will not do so until a further twenty-one days have elapsed.

• What you should do in the case of damage to or theft of or from your Vehicle

  • If your vehicle is damaged whilst in a car park or is stolen or any of your possessions are stolen from it whilst it is in a car park you must:
  • Immediately inform a member of our Staff.
  • (In the case of theft) immediately inform the Police; and
  • Notify your insurer promptly.
  • When you report any incident to us, we will complete an incident form which you will be asked to sign.
  • If you believe you have a claim against us for any reason then in addition to completing the incident form you must write to us at our address shown below telling us what happened, and what you are claiming. You should send this letter to us within 72 hours of discovering your loss or damage. If you delay doing so, it may be impossible for us to establish exactly what happened or who (if anyone) is to blame. We may not therefore be able to consider any claim that is made outside that 72-hour period.

• Damage to other Vehicles or property within the car park

  • If you damage another vehicle or any part of a car park you must report the matter immediately to a member of our Staff and give him or her the registration numbers of both vehicles together with your full name and address and the name and address of your insurance company together with your policy number. You agree that we may pass this information to the owner or driver of any other vehicle involved.
  • You will be required to make good to our reasonable satisfaction any damage caused to the car park or to pay to us on demand the cost incurred by us in making good this damage.

• Our liabilities loss or damage to property

  • We cannot guarantee the security of our car parks as members of the public have access to them at all times.
  • We do not guarantee that security measures that we have in place, for example CCTV or patrols, will be working at all times or, even if they are working that they will be effective in preventing loss, damage, or theft or in identifying who might be to blame.
  • Neither we nor our Staff accept liability for any loss or theft of or from any vehicle unless it has been caused by the negligence, wilful act or default or breach of statutory duty of us or our Staff.

• Our liabilities for death or person injury

  • We and our Staff accept liability for the death of or personal injury sustained by you but only where we or our Staff member caused it as a result of our or their negligence, wilful act or default or breach of statutory duty.

• Where you can and cannot park

  • By entering this car park, you agree to the following terms:
  • You must comply with all signs and markings in the car park, including these Terms and those contained on the tariff board.
  • You must park fully within the limits of a marked bay and do not straddle bays or cause obstruction.
  • If you are parking a motorcycle, motorcycles must park in the designated motorcycle areas, if no space available a standard parking bay can be used.
  • You do not park in a designated bay / area for a specific purpose when you are not entitled to do so, for example, and without limitation:
    • Park in a no parking area.
    • Park on a double yellow line.
    • Park other than in a designated parking bay.
    • Park in a time restricted waiting area for any longer than the allowed time.
    • Park in a disabled bay without displaying the required current valid government approved blue badge in your windscreen.
    • Park in a permit marked bay without a valid permit.
    • Park across two or more parking bays.
    • Park in a space that is marked as “reserved” without authorisation.
  • These restrictions also apply to blue badge holders.

• Prohibited Activities

  • Unless we or a member of our Staff specifically allow you to do so you (and any other person you bring into the car park with you) must not under any circumstances do any of the following in the car park:
    • Tow any vehicle into the car park or bring a vehicle into it other than under its own mechanical power.
    • Do (or get someone else to do on your behalf) any work or repairs or maintenance to (unless in an emergency) or washing of or cleaning of any vehicle.
    • Sell, hire or in any other way dispose of any vehicle.
    • Carry out or conduct any commercial activity from any vehicle or within the car park.
    • Use the car park for storing vehicles of a commercial nature unless permitted under a separate commercial agreement with us.
    • Obstruct any access or circulation area.
    • Do anything that may be a nuisance or inconvenience to us or any other user of the car park, including playing music loud.
    • Allow a vehicle to cause any unnecessary noise, vibration, or exhaust fumes.
    • Do any act or thing which may render invalid or void any policy of insurance that is in place in respect of the car park.
    • Camping or cooking.
    • Any storage of goods or materials / dumping of any objects.
    • Pour or transfer petrol or other fuels into or out of the fuel tank of any vehicle.
    • Smoking is forbidden within both the car park and the immediate vicinity of the car park.
    • Doing or attempting to do anything which is a criminal offence.
    • Combustible, flammable and explosive materials are strictly prohibited within the car park with the exception of the normal contents of fuel tank or a fuel can (maximum contents ten litres).
    • You must not deface the appearance of the car park in any way.
    • You must not tamper with any of the car park systems, including but not limited to access control, ventilation, surveillance and communications.
    • Anti-social behaviour will not be accepted in our car parks. This includes (but is not limited to) drinking alcohol, taking or dealing with illegal substances, fighting and/or loitering. Car parks are designed for the sole purpose of parking vehicles. If an individual causes a nuisance or disturbance to others, it may be recorded by CCTV cameras and action may be taken against them.
  • You should not take photos or carry out any filming within the car park without our written consent.

• Permit Parking

  • If you have a Permit this will allow you to access the car park at the times specified on the Permit. You must not park your vehicle in the car park outside the stipulated hours unless you pay separately.
  • During permitted periods entry to the car park will be subject to the Permit Parking: Additional Conditions.
  • Where there is any inconsistency between the Permit Parking: Additional Conditions and these Conditions the Permit Parking: Additional Conditions will prevail.

• Traffic Orders and Byelaws

  • The use of this car park may be regulated by traffic orders or byelaws under which a penalty may be payable for failing to comply with these Terms of the requirements of the relevant order or byelaw. In such circumstances, separate notices specifying the relevant order or byelaw will be displayed in the car park and we reserve the right to take enforcement against you (including through court proceedings) for breach of such order or byelaws.

• Vehicle Restrictions

  • You must observe all restrictions in respect of the height, length or width of vehicles that can be parked in or allowed access to the car park.
  • It is your responsibility to ensure that your vehicle satisfies any vehicle size restrictions imposed in relation to the car park and that are clearly displayed. No refund will be given under any circumstances if your vehicle does not comply with any vehicle size restrictions, and you must leave the car park immediately on being asked to do so.
  • The following vehicle types are not permitted in the car park:
    • Heavy Goods Vehicles (HGVs).
    • Unauthorised buses / coaches or passenger service vehicle.
    • Caravans / Campervans / vehicles that allow sleeping or cooking.

• What happens if you breach these Conditions?

  • If you breach any of these Conditions of Parking we may, at our discretion:
  • Issue a Parking Charge to you by Post, attach a Parking Charge to your vehicle or hand a Parking Charge to you. The Parking Charge will specify:
  • The sum you are required to pay.
  • The time within which payment must be made; and
  • The address to which payment must be sent.
  • The Parking Charge will also explain that unless payment is made in accordance with its terms, court action may be commenced to recover the sums due from you under the Parking Charge together with costs, interest and any other sums legally recoverable.
  • Require you to leave the car park immediately. In these circumstances you must pay for your stay in the car park.

• Management and Enforcement

Our agents:

APCOA Parking (UK) Limited (“APCOA”)
P.O Box 1010, Middlesex UB8 9NT
Telephone: 0345 077 3203

And:

East Midlands Railway (Transport UK East Midlands Ltd)
Locomotive House, Locomotive Way, Pride Park, Derby DE24 8PU
Tel: 0345 712 5678

Have responsibility for management of the roads and car parks. APCOA and East Midlands Railway (Transport UK East Midlands Ltd) also have responsibility for enforcement of these conditions.

• What to do if you have a Complaint

  • We operate a complaint handling procedure and details of it are available from APCOA. So that complaints can be dealt with efficiently it is important that complaints are made as soon as possible. As a result, the complaints procedure has time limits which must be observed. It is important that you understand that if you do not meet any time limit, we may not be able to do anything about your compliant.

• Privacy Policy

  • Our CCTV is used to capture, record and monitor images of what takes place at our car parks, in real time. Depending on the type of camera, images are recorded on video tape (analogue) or as digital information. Cameras can be fixed or set to scan an area. In some circumstances, controllers can remotely operate them.
  • CCTV may be in operation by APCOA, PO Box 1010, Middlesex, UB8 9NT and East Midlands Railway (Transport UK East Midlands Ltd), Locomotive House, Locomotive Way, Pride Park, Derby DE24 8PU and evidence recorded may be used by us in proceedings.

• What to do if you think you have a claim

  • If your vehicle is damaged whilst on our property or is stolen or any of your possessions are stolen from it whilst it is on our property you must, as soon as possible, tell:
    • A member of Staff if one is available.
    • East Midlands Railway (Transport UK East Midlands Ltd) Locomotive House, Locomotive Way, Pride Park, Derby DE24 8PU Tel: 0345 712 5678; and
    • Your insurers.

The Fares Freeze applies until March 2027 on regulated fares. First class tickets and Standard class unregulated fares are excluded. Changes to fares resulting from the fares reform may result in ticket types, products and/or time restrictions being altered. For more information visit nationalrail.co.uk/faresfreeze