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Terms of use

Website terms and conditions

Please read these terms and conditions carefully as they apply to your access to and use of the services described in this part of our Website. We request that you pay particular attention to our privacy policy which sets out the principles by which we abide in relation to the treatment of information about visitors to our Website.

To protect your own interests, please read these terms and conditions carefully before agreeing to them. When first registering for a user account with us you will be asked to check a box indicating that you have read these terms and conditions and wish to proceed. If you do not agree to the terms and conditions then you cannot proceed to use our Website.

You may save these terms and conditions for your future reference by clicking on "save" and can print a copy by clicking on "print".

These terms and conditions constitute the entire agreement between us with respect to our Website and the services we provide through it and supersede all prior communications and agreements between us, whether electronic, oral or written, regarding the subject matter contained in our Website. A printed version of these terms and conditions and of any notice given in electronic form shall be admissible in judicial or administrative proceedings to the same extent and subject to the same conditions as other business documents and records originally generated and maintained in printed form.

Click on the links below to read the relevant section:

Terms and conditions

Data Protection 

Privacy Policy

Important information

This Website is owned and operated by Gatwick Express. Gatwick Express is a trading name of Govia Thameslink Railway Ltd. Registered in England under number: 7934306. Registered office: 3rd Floor, 41-51 Grey Street, Newcastle upon Tyne, NE1 6EE. Govia Thameslink Railway Ltd is a wholly owned subsidiary of Govia Ltd.

The materials contained in this Website are provided for general information purposes only. Gatwick Express does not accept any responsibility for any loss which may arise from accessing or reliance on information contained in this Website

If you purchase tickets or enter competitions via this Website, separate terms and conditions will apply to your purchase or entry. These will be made available to you before you are able to submit your purchase or entry.

This Website may include hyperlinks to Websites operated by other parties and content posted by visitors to our Website. We are not responsible for examining or evaluating them and their inclusion does not imply our endorsement of their content. We are therefore not responsible for the content of external Internet sites that link to this Website or which are linked from it. When you access any Website linked from this site, separate terms and conditions will govern your use of that site and your personal data will be treated and processed differently by other Website operators. It is your responsibility to ensure that you are aware of third party terms and conditions and privacy policies.

Read our privacy policy information about Gatwick Express including information provided in accordance with the European Data Protection Directives.

Indemnity

If you are accessing our Website in the course of a business, you agree to indemnify us and to keep us indemnified from all or any liability or damages we incur in contract, tort or otherwise towards a third party as a result of your use of this Website or any of the services accessible through your user account.

Our customer complaints policy

This Website and the services available on it are provided by Gatwick Express. We are committed to meeting the highest quality standards in the delivery of the service we provide to our customers. We aim to provide efficient and effective service and take any problems that do arise very seriously indeed. We aim to ensure that any complaints our customers may have are identified quickly and dealt with in accordance with our complaints handling procedure. In the event that you have any cause for complaint with regard to any of our services please contact us.

A copy of our written complaints procedure will be provided to you upon request.

Online retailing

Impartial Retailing

This website offers an impartial service selling every variation of ticket available around the UK representing all Train Operating Companies. We do not currently support Ferry bookings, supplementary tickets, Motorail services or Berth bookings on Caledonian Sleeper services or Eurostar bookings.

Use of ticket booking

This website 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 website to find out information for yourself or for another person who intends to use or make use of this website to purchase travel services.

You confirm that you have authority to use the credit/debit card details you provide for the purpose of settling any payments you owe to us.

You also agree that all information supplied by you in using this website is accurate and that you will not make any speculative, false or fraudulent reservations.

You further agree that you will only use the travel services reservations facilities of this website to make reservations or purchases for yourself or another person on whose behalf you are legally entitled to act.

We shall not be obliged to sell tickets or reserve a set for a person or persons who we have reason to believe may be intending to use it, or the proposed method of payment, fraudulently.

You acknowledge that you will be financially responsible for any bookings, which are made through the website using your account details and for all reasonable and foreseeable losses, which we suffer as a result of your breach of these terms or negligence when using this website (including where you deliberately or negligently let others use your account).

Bookings

All bookings are subject to the Terms and Conditions of Southern Railway Limited and the National Rail Conditions of Travel.

You are strongly advised to read these conditions, which contain limitations and exclusions relating to our liability in respect of loss caused by delays or cancellations, as well as loss or damage to, and delay in the delivery or luggage and its contents.

If you cannot produce a valid ticket for the class of accommodation and service that you are using, you will have to pay the appropriate fare or could face paying a penalty fare.

Issue of tickets

With respect to tickets sold by us, we cannot confirm the price of any tickets until such time as you complete your order and your credit/debit card will not be charged until the order has been processed.

When we have confirmed your booking by e-mail to your registered e-mail address, we will send your tickets or ticket collection number to you using the method you selected when you made your booking.

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

Changes, cancellations and refunds

Changes to the date and time of a ticket may be permitted depending on the type of ticket and availability of alternatives, but exchange may not be available for certain ticket types.

Refunds will depend on the type of ticket and conditions applicable to it and may not be available for certain ticket types.

All refunds will incur a £10 charge, all amendments a £2 charge.

To make any changes please login to your account, or contact Customer Services.

Miscellaneous

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

Network Rail usually carries out track maintenance and renewal work at weekends or Bank Holidays, or occasionally early weekday mornings or late evenings.

You are strongly advised to confirm your train times prior to making your journey.

The prices quoted on this website are in Pounds Sterling (£). If you pay for your tickets using a foreign credit or debit card, we are not responsible for the exchange rate and you are advised that changes to your ticket or refunds may be affected by such exchange rate.

Your agreement to the terms, conditions and notices contained on the website is governed by the laws of England and you hereby consent to the exclusive jurisdiction of the English courts in all disputes arising out of or relating to the use of this website.

If at any time any part of this agreement becomes invalid, illegal or unenforceable in any respect, that invalid, illegal or unenforceable part shall be severed from the remainder of the agreement and the validity, legality and enforceability of the remainder of the agreement shall not be affected or impaired in any way.

Further, the invalid, illegal or unenforceable part will be deemed superseded by a valid, legal or enforceable part that most closely satisfies the intention of the original part. The validity, legality and enforceability of the remainder of the agreement shall not be affected or impaired in any way.

Whilst we try to provide the most up to date information available, sometimes mistakes can be generated. Southern will not be liable for such mistakes and will undertake to improve and/or amend the appropriate systems to correct any such details that are brought to our attention. 

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