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Terms & conditions

Terms & conditions

*On Track Refund Policy 2021*

At Romney, Hythe & Dymchurch Railway we want our passengers to book their train journey with confidence.

In the event that the RH&DR is unable to offer the service booked due to Government restrictions in line with COVID-19 we will:

  • Inform pre-booked passengers via e-mail that the service has been amended within 48* hours of their pre-booked travel date.
  • Contact affected pre-booked passengers via e-mail with the choice of:
    • A full refund.
    • Amending the travel date to a future date incurring no admin fee.
    • Converting the ticket fare to an e-gift voucher.
    • The option to donate the ticket fare to the railway.

We are unable to refund tickets based upon personal circumstances including but not limited to; self-isolation, sickness, late arrival or 'no shows' for pre-booked services.

*48 hours’ notice where possible. We endeavour to inform pre-booked passengers of any changes to their booking within 48 hours. In some instances the RH&DR may not be informed of restrictions with 48 hours’ notice, on these occasions RH&DR will inform pre-booked passengers as soon as is possible.

Online shop terms and conditions:

Refunds, returns, exchanges and changes

Souvenirs and Products

At the RH&DR we want you to be delighted every time you shop with us. Occasionally though, we know you may want to return items. That's why if for any reason you are unhappy with your purchase you can return it to us, unused and unworn, in its original condition within 14 days of the date you received the item.

To cancel your purchase under this cooling-off period, please write a covering letter and include the receipt that accompanies your items, giving the reason for the return as "contract cancellation". Please package the relevant item securely and send it to us with the documents so that we receive it within 14 working days of the date that the item was delivered to you. The Return Address: New Romney Station New Romney Kent TN28 8PL United Kingdom For your protection, we recommend that you use a recorded-delivery service.

Please note: That you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or if the item is faulty. As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item together with the items normal postage charge we cannot refund any priority, express or courier component of the postage charge. For more information on your right to withdraw from your purchase within the 14 working day cooling-off period, visit the Department of Trade and Industry's Website.

 Travel/Event Ticket Amendments

Tickets are non-refundable unless the RH&DR cancel the service. We are unable to refund tickets based upon personal circumstances including but not limited to; self-isolation, sickness, late arrival or 'no shows' for pre-booked services.

Please note that any amendment, however minor, to tickets such as Santa Specials, Romney Rovers etc will incur a £5 admin fee. It is the customers responsibility to ensure their booking is correct before completion of the order. 

A £1.80 admin fee is payable on all pre-booked special event tickets.

Tickets must always be kept by the traveller to be available on request.

Passengers should arrive 15 minutes before their scheduled departure time. RH&DR will not be responsible for missed train departure times and refunds will not be available to passengers who miss their train departure time. Passengers who arrive early may need to wait outside the building to ensure our safe social distancing guidelines are met. Seats are only guaranteed on the train that the customer has booked. 

Tickets are valid for the date of travel only and, where a train time is specified, only valid on that specified train. Customers have 14 days from purchasing a Romney Rover ticket to claim a refund less the £1.80 admin fee. Should the ticket date fall within 14 days refunds will not be available. Not applicable to special event tickets.

Gift certificates

Gift certificates are only valid for the services stated or for monetary amounts, in exchange for services of equivalent value. The gift certificate cannot be redeemed after its expiry date which is 365 days from the date purchased. Delivery of services is subject to availability.

Gift certificates can only be redeemed online here: Book event tickets « Romney, Hythe & Dymchurch Railway | index.html (vticket.co.uk) They cannot be redeemed on site at the railway or in any on site gift shops.

Gift certificates should be kept safe. The RH&DR will not be held responsible for, or replace, or refund, any lost, stolen or destroyed gift certificates. 

Gift certificates are not transferable and cannot be exchanged for cash or credit. Services must be pre-booked and the unique code may only be redeemed once.

Gift certificates are non refundable. Items purchased and returned will receive any valid credit back in the form of a gift certificate. 

 

 

 

Billing Details

Transactions will appear on your bank statement as "ROMNEYHYTHE". Your account will be debited immediately upon completion of the transaction.

Any refunds, if they meet the criteria, once processed will take up to 10 working days to appear in the customer's account. 

Security and Transactions

We ensure confidential handling of all customer data received. For details of our Privacy Policy click here: https://rhdr.vticket.co.uk/article.php/5/privacy-policy

Copyright All Web site design, text, graphics, the selection and arrangement thereof, and all software compilations, underlying source code, software (including applets) and all other material on this web site are copyright of RH&DR* and its affiliates, or their content and technology providers. ALL RIGHTS RESERVED. Permission is granted to electronically copy and to print in hard copy portions of this website for the sole purpose of placing an order with RH&DR or using this website as a shopping resource. Any other use of materials on this website including reproduction for purposes other than those noted above, modification, distribution, or republication without the prior written permission of RH&DR is strictly prohibited. Conditions of Web Site Use, Governing Law and Contract Formation

No contract will subsist between you and RH&DR for the sale by it to you of any product unless and until RH&DR accepts your order by e-mail confirmation. That acceptance will be deemed complete and will be deemed for all purposes to have been effectively communicated to you at the time RH&DR sends the e-mail to you (whether or not you receive that e-mail). For the avoidance of doubt, any such contract will be deemed to have been concluded in the United Kingdom. Further, any such contract will be interpreted, construed and enforced in all respects in accordance with the laws of England, and you and RH&DR irrevocably submit to the non-exclusive jurisdiction of the English Courts. *RH&DR is the trading name for Romney, Hythe & Dymchurch Railway. For the purpose of these terms and conditions of website use, RH&DR means Romney, Hythe & Dymchurch Railway.

All items on this website include VAT @ 20% where applicable and are shown exclusive of carriage charges. Carriage charges are as quoted in the Shipping and Handling section. We reserve the right not to supply goods to certain locations.

Price and availability information is subject to change without notice. Except as specifically stated on this website, to the fullest extent permitted at law, neither RH&DR nor any of its affiliates, directors, employees or other representatives will be liable for damages arising out of or in connection with the use of this Web site or the information, content, materials or products included on this site. This is a comprehensive limitation of liability that applies to all damages of any kind, including (without limitation) compensatory, direct, indirect or consequential damages, loss of data, income or profit, loss of or damage to property and claims of third parties. For the avoidance of doubt, RH&DR does not limit its liability for death or personal injury to the extent only that it arises as a result of the negligence of RH&DR, its affiliates, directors, employees or other representatives. Our Company Details & Official Registered Address

New Romney Station New Romney Kent TN28 8PL United Kingdom Tel 01797 363256

info@rhdr.org.uk (We aim to answer customer queries within 48 hours.) Other Statutory Rights For more information about your other statutory rights. Please visit the Department of Trade and Industry's Consumer Gateway Website. For information on event tickets please see: https://www.citizensadvice.org.uk/consumer/event-tickets/event-tickets/getting-a-refund-on-an-event-ticket/