Refund Returns Policy

Our Returns Policy is offered in addition to your legal rights.

Dining Cancellation Policy

1. Cancellations made with more than six weeks to your dining experience date may be re-booked or refunded; this is subject to a £3 per person charge.
2. Cancellations made between two and six weeks before your dining experience date may be re-booked on payment of an additional £5 per person or refunded less £10 per person.
3. Cancellations made between 72 hours and two weeks before the departure time of your dining experience may be re-booked on payment of an additional £10 per person or refunded less £20 per person.
4. Cancellations made within 72 hours of the departure of your train may be re-booked on payment of an additional £20 per person or refunded less £30 per person.
5. Passengers who do not arrive in time to catch the train from Loughborough Central (or Rothley Station for The Rothley Rose only) at the advertised departure time will not be entitled to a refund.

6. Gift Vouchers of any type cannot be refunded

Booking Conditions (including cancellations) For Driver Experiences

• All bookings are made in accordance with the Company’s Conditions of Carriage of Passengers and their luggage and the special condition that the company reserves the right to cancel, amend or alter any service offered and that no refunds will be provided where an alternative or amended service has been offered.
• Participants must be over 18 years of age and be physically and mentally fit with reasonable hearing and vision. In particular participants must be capable of
  • climbing up and descending the vertical steps between the footplate of the locomotive and ground level (approximately 6’) without assistance
  • walking over rough ground for up to a mile in the event of an emergency.
  • walking without aids – sticks, crutches or a walking frame of any kind
• Participants must not suffer from fits, blackouts or the effects of high temperatures.
• The Company reserves the right to refuse access onto locomotives to anyone who appears to be unfit to operate them. This includes anyone who appears to be under the influence of drugs or alcohol.
• Please be aware that cameras (still or video), or mobile phones, must not be used on the locomotive when it is in motion.
• Applicants need not have any previous locomotive driving experience.
• All bookings should be accompanied by full payment or credit / debit card details.
• If you are unsure whether the person for whom the booking is intended can meet all of these conditions please call our booking office for advice before purchasing an experience.

Validity

All vouchers are valid for 12 months from date of purchase unless otherwise indicated.

Refunds

A full refund will only be offered up to 14 days from the date of purchase subject to a £20.00 administration fee. Thereafter refunds will only be considered in exceptional and unforeseen cases where, for instance, the recipient has suffered serious injury or illness within the unexpired term of the voucher and in the opinion of the Company would be unable to undertake the experience.

Cancellations

The following fee will be payable upon change of date or cancellation:-

• Within 2 weeks of booked date 20% of purchase price
• Between 2 weeks and 6 weeks 10% of purchase price
• More than 6 weeks no fee
• Failure to turn up on the day without prior notification will result in the voucher being considered redeemed.

Online Shop Refund and Return Policy

We hope you are happy with your purchase. If you are not completely satisfied, we accept return items under the following conditions:

Change of Mind (Online Purchases): For items bought online or by phone you have the right to cancel your order within 14 days of receiving the goods. You then have a further 14 days from initial point of notification to return the items. You will be responsible for the cost of initial postage and for returning the goods to us.

Change of Mind (In-Store Purchases & Extended Policy): In addition to your legal rights, we offer a goodwill policy allowing you to return unused items in resalable condition within 30 days of purchase. In these cases, we may offer an exchange or a credit note.

Conditions for Returns:

• Returned items must be unused, in the same condition that you received them, and in the original packaging with all tags attached.
• Proof of purchase (e.g., a receipt or bank statement) is required for all returns.

Exceptions:

Please note that certain items cannot be returned unless they are shown to be faulty, including:

• Personalised or custom-made items
• Perishable goods (e.g., food, flowers)
• Unsealed CDs, DVDs.
• Items with a broken hygiene seal (e.g., some earrings, cosmetics)

How to Initiate a Return:

To start a return, please contact us at sales@gcrailway.co.uk  or call the booking office on 01509 632 323 and will provide you with instructions on where to send your return. Please note, a customer is liable for returns postage unless the item is faulty or damage in transit.

Refund Processing:

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed and a credit applied to your original method of payment within 14 days of receiving the goods back or proof of return.

For more information, please contact the Citizens Advice consumer helpline or visit the official GOV.UK guidance on accepting returns and refunds.