These are the Terms of Service for reroo.co.uk and the Reroo iOS & Android mobile phone applications (all referred to as the “App” for the terms of service). We reserve the right to change the terms of service from time to time. These terms of service were last updated on 23rd July 2018.
Reroo is the e-commerce mobile application of Reroo Ltd, a company registered in England (Company Number 10113430) and whose registered office is at Greenheys Building, Manchester Science Park, Pencroft Way, Manchester, M15 6JJ, United Kingdom (“Reroo”);
The National Rail Conditions of Carriage (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 Carriage http://www.nationalrail.co.uk/times_fares/46427.aspx. Where the rights set out in the National Rail Conditions of Carriage 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 Carriage entitle Customers to the same levels of compensation or refund entitlements regardless of where they purchase their ticket.
If you select a departure point where ticket on departure machines are available, Reroo encourages you purchase your tickets on this basis. Picking up your tickets just before you travel is very convenient. However, there are several conditions you must abide by.
You must have the payment card to collect the tickets
You must use the exact same card to pick up your tickets that you used to buy them. If your card has been replaced by the bank, the new card will not work, even if the details are the same.
You are given a "ticket collection reference" when you buy your tickets and you need to type that into the ticket delivery machines at your departure station but you also have to insert the card used to buy the tickets into the machine. The machine will not deliver the tickets without the card so it is your responsibility to have the card used for booking in your possession when you pick up your ticket. We recommend that you print the confirmation email containing your reference for ease of collection.
REMEMBER you may collect your tickets from the moment you book from any TOD station so if your card will expire before the departure date you must collect them before the card expires.
If your card is stolen or lost please call us IMMEDIATELY.
Arrive at least 20 minutes before travel. You must make sure you arrive in enough time to collect your tickets, we recommend at least 20 minutes before departure. You cannot travel with just a ticket collection reference, you must have your tickets to travel.
Early morning travel If you are travelling early in the morning, you must check the opening times and accessibility of the ticket collection machines. Sometimes these are only available in ticket offices which open later than the station itself.
Issues with the ticket machines
In the event the ticket collection machines are not working, you should go to the ticket office. In the event there is no one at the ticket office, please phone the contact number on your confirmation email and you will be advised what to do.
Some ticket collection machines are located in unmanned stations but they will have a contact number on them if the machine breaks down. If it is not possible to get your tickets, there is a good chance you will be charged again on the train. Reroo will refund the original tickets as long as you can demonstrate you have arrived in time, gone to the ticket office if available and contacted our call centre. If you have a camera in your mobile, it will be very useful if you can take a picture of a closed ticket office, i.e there was no one there to assist you.
Be patient with the machines
Please ensure you have received all your "coupons" (tickets) before moving away from the machine. You will be able to check the number of coupons you should have, either on a message from the machine, or one of your coupons will indicate how many there should be in total.
If your tickets or a portion of your tickets fails to print there may be an issue with the machine, please go to the ticket office in the first instance. It is their obligation to go and open up the machine to see if the tickets are stuck inside. Unfortunately if your tickets fail to print we will be unable to offer a refund, the responsibility lies with the train company that manages the station. Reroo is a retailer and therefore do not own any of the issuing machines.
Where possible Reroo will assign seat reservations for your journey, please note only advance tickets come with compulsory reservations and these are subject to availability. If you purchase a flexible ticket, seat reservations cannot be guaranteed. Reroo will also assign seating preferences where possible but again these cannot be guaranteed as they are subject to availability. Reroo cannot be held responsible for customers that do not receive seat reservations or their preferred seating arrangements.
Please make sure you check your train times before you travel at National Rail Enquiries on 03457 48 49 50 or via the website www.nationalrail.co.uk to make sure there haven't been any changes to your journey as a result of engineering works for example.
The terms and conditions applicable to your ticket type determine the circumstances under which it can be cancelled/refunded all tickets are amendable. The ticket type's fare terms are set by the train operating companies not Reroo. Please check the terms and conditions of your ticket before you proceed to purchase to make sure they meet your needs.
The fare terms and conditions can be viewed when you select the times and price that suits and by clicking on the information icon next to the fare price.
As a general rule, the fares found by selecting "cheapest" on the fares and timetable will be amendable but not cancellable/refundable. The more expensive flexible fares are usually amendable and refundable.
You may be able to amend your journey at your departure station. You will usually be charged £10 per ticket at the station for changing your journey. To amend through Reroo please re-book the same journey yourself within 28 days of the original travel date (the new travel date may be after this period however).
To cancel or amend your journey please complete the online refund application form HERE.
Note that for Advance tickets, only times and dates may be amended not the origin or destination. Refunds must be processed within 28 days of the travel date for a single, or within 28 days of the last date of validity for the return portion in the case of a return ticket. If you have the tickets in your possession they must be returned wholly unused via recorded delivery along with a completed refund form to the address below:
Raileasy Refunds PO Box 1259, Crawley, RH10 0JR
All amendments and cancellations/refunds are subject to a £10 administration fee on the face value of the tickets. This is applied per booking reference and not per ticket. Booking fees, card charges and share of split ticket savings commission are non-refundable.
Reroo may conduct customer surveys and information requests to improve the service offered by reroo.co.uk. We appreciate your time and often incentivise this activity so please refer to the guidelines ( where applicable ) as the Promoters decision is final and binding in all matters and no correspondence will be entered into. Participants agree to be bound by specific offer Terms and Conditions. The promoter reserves the right at its sole discretion to disqualify any individual found to be acting in any manner deemed by the promoter to be in violation of the Terms and Conditions; or to be acting in any manner deemed by the promoter to be disruptive. Should you have any queries please contact us.