Terms and Conditions - Keighley & Worth Valley Railway

Terms & Conditions Applicable on the Keighley & Worth Valley Railway

Terms and conditions when buying or booking tickets in advance either online or directly via our offices in person, by phone or by email.

These conditions apply from Monday, 25th March 2024, until further notice.

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Please quote your booking reference number in all communications with us.

For some group bookings, private hire bookings, or specific booking types, we reserve the right to charge a non-returnable deposit or to vary the cancellation and refund periods detailed below. If this is the case, you will be notified in writing when you make your booking. Bookings must not be considered made or accepted until confirmed in writing.

Changes, Amendments or Refunds cannot be made at our station ticket offices in advance or on the day of your visit. All requests to change, amend or cancel your booking must be made in advance to our Customer Service Office, in writing, via the contact details shown on your confirmation email or letter. No booking can be amended, cancelled or refunded once the tickets have been posted to or collected by you.

Day Rovers or other general travel-only tickets:

Up to and including three days before the date of travel:

Tickets can be changed to another date, subject to availability. If you move your booking to a date or class of travel where higher prices apply then you will need to pay any difference in price. If lower prices apply then we will refund any difference.

Bookings can be partly or fully cancelled and a refund will be made.

Less than three days prior to the date of travel:

Bookings cannot be partly or fully cancelled, and no refunds will be made.

Tickets for special trains or events such as Haworth Haddock, Elf Explorer, Dining or Catering Trains, Excursions etc, where a specific time slot or reserved seat is booked:

Up to and including 14 days prior to the date of travel:

If you booked online, and you tell us you want to cancel your booking during the 48 hours after you made the booking then we will cancel the booking and refund your money in full. You must contact us in writing to request this refund.

After the 48 hours period has passed, or at any time if you did not book online, Bookings can be partly or fully cancelled and refunded, but a cancellation fee of 10% of the value of the cancellation – but not less than £10 – will apply.

Less than 14 days prior to the date of travel:
No changes will be accepted, and no refunds will be made.

Day Rovers, or other general travel only tickets:

Up to and including 7 days prior to the date of travel:

Bookings can be partly or fully cancelled and a refund will be made. No refund will be made in respect of any deposit you may have paid which you were told by us was non-returnable.

Less than 7 days prior to the date of travel:

No changes will be accepted, and no refunds will be made.

Tickets for special trains or events such as Haworth Haddock, Elf Explorer, Dining or Catering Trains, Excursions etc, where a specific time slot or reserved seat is booked:

Up to and including 14 days prior to the date of travel:

Bookings can be partly or fully cancelled and a refund will be made, but a cancellation fee of 10% of the value of the cancellation – but not less than £10 – will apply. No refund will be made in respect of any deposit you may have paid which you were told by us was non-returnable.

Less than 14 days prior to the date of travel:

No changes will be accepted, and no refunds will be made.

If the Private Hire only includes the private and exclusive use of a carriage on an existing timetabled train, and no additional services (such as the provision of catering, guides, stewards, or any other “add on” service) are provided by us, then the conditions in (2.b.i) will apply.

If the Private Hire includes any additional services (such as the provision of catering, guides, stewards or any other “add on” service) being provided by us, then the conditions on (2.b.ii) will apply.

Should your Personal Booking or Group Booking have any add-on supplements or services (such as food boxes, guide books, or tour guides), these extra supplements or services will have the same conditions as the train tickets on your booking, and therefore all items on your booking will be considered to have the same conditions

a) We reserve the right to re-schedule or cancel any special train or event, or to cancel any Private Hire booking, for any reason at any time.

Should your time specific booked special train or event be re-scheduled or cancelled by us we will endeavour to offer an alternative time on the same day. If this is not possible a full refund will be made, but no other liability will be incurred by us.

If your Private Hire booking is cancelled by us we will endeavour to offer you an alternative date. If no other mutually agreeable date is available then a full refund will be made, but no other liability will be incurred by us.

In both (3)(a)(1) and (2), any refund will include the refund of any deposit paid, even if you were advised that this was non-refundable.

If you have a Day Rover or any other general travel ticket and we have to fully cancel all of our ordinary train services on the date of your visit then we will offer to change your booking to another date or we will offer a full refund.

Tickets booked in advance via our office, either in person, via email or over the telephone will incur a Booking

Fee of £3.50. No booking fee applies for online bookings. Some tickets cannot be booked via the office and can only be booked online. The booking fee does not apply when the required tickets or products are not available online.

5. No tickets will be issued, and travel will not be permitted, until payment has been received in full, or other payment arrangements have been agreed with and confirmed by us in advance.

6. We will not take responsibility for delayed arrival or non-attendance by any visitor. We will be under no obligation to offer any refund or alternative journey time if you fail to arrive on time for a time specific booking, or if some or all of the people covered by your booking do not arrive at all.

7. Please bring a copy of your confirmation email or booking reference number with you. You will need your reference number in order to collect your tickets or take your seats.

For most visits and journeys tickets must be collected from a station ticket office before boarding a train, unless otherwise stated in your confirmation email. The email or reference number cannot normally be used to travel on the train, so please allow sufficient time to collect your tickets before you travel.

For special trains, every effort will be made to ensure that the advertised routing, locomotive(s), coaching stock, timings, catering offering and other particulars will be as advertised and published, however please note we reserve the right to alter these at any time, for any reason. We accept no responsibility or liability to any person or company who has bought, or contracted to buy, tickets.

If you have reserved seats or compartments, we reserve the right to amend your booked seats or compartments at any time between the date you made your booking and the date of travel. Where this is necessary we will always ensure that all the people in your booking remain seated together. We will provide you with final confirmation of your allocated seats / compartment either when you arrive and check in at our ticket office prior to your journey, or by the steward on the train when you board.

If you purchase Member/Resident Card, Concession or Child tickets, you must show your membership / resident card(s), or your proof of entitlement to the concession / child fares in order to collect your tickets. If you do not provide valid proof of entitlement your tickets will not be issued and you may need to purchase new tickets to travel. We have no obligation to offer any exchange or refund of the original unused tickets.

Where we are liable or agree to refund you, this refund will be made by the same method of payment, and to the same bank card or account, if appropriate, as the original booking. Any ex-gratia payments not obligated by these terms may be made by alternative means, such as vouchers. Refunds cannot be obtained from our station ticket offices. All refund-related communications must be in writing via our Customer Service Office.

The hours or times stated in the Company’s Timetables, Books, Bills and Notices are appointed as those at which it is intended – so far as circumstances will permit – that the trains shall depart from and arrive at the several stations, but their departure or arrival at the time stated is not guaranteed, nor will the Company under any circumstances be held responsible for delay or detention, however occasioned, or any consequences arising therefrom. The right to alter or suspend the running of any train is reserved.

All tickets are issued subject to the Conditions of Carriage and Byelaws of the Keighley & Worth Valley Light Railway Limited, copies of which are available on our website.

In these conditions – “We”, “Us” or “The Company” is the Keighley & Worth Valley Light Railway Limited. “You” is the person who has made the booking, or for whom the booking has been made and is making the journey, as appropriate.

We reserve the right to amend these conditions at any time, and without giving any notice.

Membership of the Keighley & Worth Valley Railway Preservation Society, Terms & Conditions

When Joining or Renewing your Membership you will be required to provide certain information to allow us to efficiently manage the membership scheme. This includes, but is not limited to, name, address, date of birth and telephone number. We will be unable to process an application or offer membership benefits if certain details are not provided. We hold this information only for the purpose of managing the membership scheme. We will not sell or pass your information to anyone else and – unless it is for the administration or for delivering entitlements of your membership – will not contact you unless you have given permission.

If you purchase or renew your membership online, you will receive a temporary membership card via email. You must exchange this for a permanent plastic card the next time you visit the railway.

Your Membership Card is not valid until it is signed, and your name is printed on it, in the spaces marked for this purpose. By signing the card you are agreeing to the conditions below.

Information relating to Member’s Free or Discounted Travel tickets:

You must present your membership card at the booking office before boarding the train in order to use any free or discounted tickets. You cannot obtain free or discounted tickets onboard the train.

Free Day Rover tickets are issued on the basis of 1 free ticket per membership per day.
Single Annual members (for example Adult, Junior and Senior) may claim 3 free tickets per membership year.
Life Members may claim 1 free ticket per day.
For Joint Members, you may claim only 3 free tickets per membership year, but each free ticket will allow travel by TWO people who are travelling together.
For Family Members, you may claim only 3 free tickets per membership year, but each free ticket will allow travel by up to TWO adults and THREE children who are travelling together.

If you do not wish to use a free ticket or have already used your entitlement, then members get an approximately 50% discount on ordinary tickets. For Joint or Family members then you may purchase individual half-price tickets for each person travelling in your group, up to the maximum number permitted by your membership. There are no discounts on group or family tickets, only on individual tickets.

Members’ Free or Half-Price Tickets are only issued on ordinary operating days and are not available on special event dates. They cannot be used on any special trains or services. They do not allow travel in First Class if such is provided.

On most special event dates then discounts are normally offered on ordinary tickets, however, the level of discount can vary and full details will be published on our website or other literature relating to each event in advance.

Members’ free, half price or discounted tickets cannot be used in conjunction with any other promotion, special offer or discount.

Members’ free, half price or discounted tickets can only be used by the person(s) whose name(s) is/are associated with the membership and to whom the membership card was issued.

You must keep your membership card with you when you use any free or discounted tickets and be prepared to show it when requested. If you are unable to do so then any free or discounted tickets you are using will not be valid and you will be required to pay again for the journey you are making.

Other important conditions of Membership

If you lose or damage your membership card you must tell us at once. There will be a charge of £3.50 to issue a replacement membership card. This fee may be waived in certain exceptional circumstances, such as the production of a crime reference number relating to theft.

When using or purchasing any membership entitlement or privilege, such as free or discounted tickets, you may be asked to provide proof of identity to allow us to confirm your name in relation to the membership card you are using. If you cannot provide suitable proof of identity, we reserve the right to refuse to issue or sell any free or discounted tickets or allow you to benefit from any other entitlement or privilege you are trying to claim.

You may not transfer or loan your membership card to anyone else except in the case of Joint or Family memberships where the membership card may be used by either of the adults who were named on the membership at the time of purchase.

You may not transfer any free or discounted tickets that your membership card was used to obtain to any other person. If you do so then your membership may be cancelled without notice.

The Membership Card remains the property of the Keighley & Worth Valley Railway Preservation Society Limited and must be handed over, upon request, to any officer or servant of the Society, or anyone acting on behalf of the Society in the course of their duties.

The membership card may be withdrawn and retained by us if we have reasonable grounds for believing that it is being used improperly. We retain the right to cancel membership and not make any refund if there is evidence of fraudulent activity.

When visiting the Railway either as a passenger or visitor, members are bound by the Byelaws and Conditions of Carriage of the Keighley & Worth Valley Light Railway Limited, copies of which are available upon request.

Download Membership Terms & Conditions

Click below to download a copy of the Byelaws which apply on and around the KWVR

Download Bylaws

Terms & Conditions – Online Gift Shop Sales

Please read these conditions carefully before placing an order with The Keighley& Worth Valley Light Railway Ltd. (Hereafter referred to as KWVR) By placing an order with KWVR, you signify your agreement to be bound by these conditions. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.

About Us:

Our Contact details: Sales Department, The Keighley and Worth Valley Light Railway Ltd, The Railway Station, Station Road, Haworth, Keighley BD22 8NJ

VAT No 115-1050-74

Registered Company Number 870851ENG

Phone: 01535 645214
Email: onlineshop@kwvr.co.uk

Prices of all goods for sale are shown on the website and include VAT at the applicable rate. The online shop is available in English only.

Our Contract

Your order is an offer to The Keighley and Worth Valley Light Railway Ltd, to buy the product(s) in your order. When you place an order to purchase a product from KWVR, we will send you a message confirming receipt of your order and containing the details of your order (the “Order Confirmation”). The Order Confirmation is an acknowledgement that we have received your order and does not confirm acceptance of your offer to buy the product(s) or the services ordered. We only accept your offer and conclude the contract of sale for a product ordered by you, when we dispatch the product to you. Your contract is with KWVR.

Our standard returns policy for items bought is 28 days. This applies to both online and in-store purchases, except in the case of sale items, which you have 14 days to return (exclusions apply).

If the item is unused, in its original packaging and accompanied by a valid proof of purchase, we will offer a full refund. This does not affect your statutory rights.

Right of Cancellation

You can cancel your order without giving any reason within 14 days from the day on which you receive the goods purchased.

You must inform us (KWVR) of your decision to cancel your order. You may submit your request either by email or phone. You will have to bear the direct cost of returning these goods. You must return goods in a saleable condition. To meet the cancellation deadline, it is sufficient for you to send your communication before the 14 days cancellation period has expired and return the item to us.

Effects of Cancellation

We will reimburse all payments received from you for the goods purchased, no later than 14 days from the day on which we received the above communication. We will use the same means of payment as you used for the initial transaction. We will withhold reimbursement until we have received the goods back.

Placing an Order

To place an order, select the item by pressing ‘Add to Basket’. To make payment, select ‘Checkout’ and enter your details. You must accept the Terms and Conditions to continue. Click on ‘Pay now’ to be transferred to our secure online payment page which is powered by SagePay.

Payment can be made using MasterCard or Visa Debit or Credit cards.

You will receive confirmation of your order by email. You should check your order and delivery details and contact us by email or phone as soon as possible if there are any errors.

Delivery is usually by Royal Mail. Cost of postage is clearly shown in the checkout section. Our volunteers would normally check and post out orders on Monday and Friday.

We will endeavour to replace any goods received that are damaged or faulty, or offer a full refund if it is unavailable. You will be required to provide proof in the form of photo images or by returning the item.