Hampton & Kempton Waterworks Railway
Ticket Sales – Terms and Conditions
1. Introduction
· Tickets are issued by Hampton & Kempton Waterworks Railway Limited (“HKWR”, “we”, “us”).
· By purchasing a ticket online or from our ticket office, you (“you”, “the passenger”) agree to these Terms and Conditions.
2. Where and how tickets are sold
· Tickets may be purchased in advance through our website or on the day from our ticket office, subject to availability.
· We do not charge any booking or administration fees on ticket purchases.
3. Ticket validity
· Tickets are valid only for the date, time, and train service stated on the ticket or booking confirmation.
· Tickets are non-transferable and may not be resold without our written consent.
4. Online bookings and e-tickets
· For online purchases, a booking confirmation/e-ticket will be sent to the email address you provide.
· You must bring either a printed copy of your ticket(s) or be able to show them clearly on a smartphone or similar device for our staff or volunteers to scan or check before boarding.
· It is your responsibility to ensure your contact details are correct and that you can access your tickets before travel.
5. Ticket office sales on the day
· Same-day tickets purchased at the ticket office are subject to train and seat availability and may involve a wait if trains are busy or fully booked.
· Card payments are preferred; availability of cash payments is at HKWR’s discretion and may change from time to time.
6. Fares and concessions
· Current fares, age bands and any concessions or special event prices will be shown on our website and/or at the ticket office.
· Children under the stated minimum age for a paid child ticket travel free but must still be included in your booking for safety and capacity reasons.
· At least one responsible adult (18+) must accompany children in each group.
7. Changes, cancellations, and refunds
· Once purchased, tickets are non-refundable unless HKWR cancels the train or event, or we state otherwise in specific event information or on the booking page.
· If HKWR cancels a train or event, we will offer you either:
· an alternative date/time (where available), or
· a refund of the ticket price you paid for the affected service.
· We are not obliged to provide refunds or compensation if you arrive late, miss your booked train, choose not to travel, or are unable to travel due to circumstances outside our control (including weather, traffic, illness, or transport disruption).
· Requests to amend a booking (for example, to change date or time) are at HKWR’s discretion and may not always be possible.
8. Safety, conduct, and refusal of travel
· You must follow instructions from staff or volunteers and comply with all posted safety notices at all times.
· HKWR may refuse entry, refuse travel, or require a person to leave our premises if they behave in a way that is unsafe, disruptive, offensive or likely to cause damage or nuisance. In such cases, no refund will be given.
· Children must be supervised at all times. Any rules regarding maximum numbers of children per accompanying adult, seating arrangements, or compartment use must be followed.
· Where dogs or other pets are permitted, they must be kept under control and must not cause nuisance or safety risk to other visitors.
9. Accessibility
· HKWR aims to welcome all visitors; however, due to the historic nature of our railway, some of our facilities may have limited accessibility.
· Visitors with mobility or other access needs are encouraged to contact us or check our website before booking to understand what we can reasonably provide.
10. Personal property and liability
· You are responsible for your own belongings at all times; HKWR cannot accept responsibility for loss of or damage to personal property.
· Nothing in these Terms and Conditions limits or excludes our liability where it cannot lawfully be limited or excluded, but otherwise our liability for any loss or damage arising from your visit or use of our services is limited to the amount you paid for the relevant ticket(s).
11. Photography and filming
· Personal photography and filming for private use is normally allowed, provided it does not cause obstruction, safety risks, or nuisance and you follow any instructions given by staff or volunteers.
· Commercial, promotional, or organised photography/filming (including photoshoots and filming with tripods or large equipment) must not take place without HKWR’s prior written consent and may be subject to separate terms and charges.
12. Data protection and privacy
· When you buy tickets online or at the ticket office, we will collect and use your personal information (for example, your name, contact details, and details of your booking) solely for:
· processing your order and managing your visit, and
· contacting you about your booking (including changes or cancellations).
· We do not store card details and will not sell or give your personal data to third parties for their own marketing. Any third-party service providers we use (such as payment processors or ticketing systems) will only use your data to provide those services to us.
· Further details of how we handle your information are set out in our Privacy Policy, available on our website.
13. Special events
· Some special events (for example, themed trains or seasonal events) may have additional or different terms and conditions, including different refund, age, or seating rules.
· Any such variations will be stated on the relevant event information or booking page and will form part of your contract with us.
14. Amendments to these terms
· HKWR may update these Terms and Conditions from time to time.
· The version in force at the time you purchase your ticket will apply to that booking.
15. Governing law
· These Terms and Conditions are governed by the laws of England and Wales.
· Any dispute arising from ticket purchase or your visit to HKWR will be subject to the exclusive jurisdiction of the courts of England and Wales.
ADM1019/1
Special Events – Additional Ticket Terms and Conditions
These conditions apply to special events (for example Santa trains, themed days, group visits and parties) and apply in addition to our general Ticket Sales Terms and Conditions.
1. Special event tickets and prices
· Special event tickets may have different prices, age band and inclusions from our standard operating days.
· Full details of what is included in the ticket price (for example number of train rides, refreshments, activities, gifts) will be stated on the relevant event page before you book.
· Some offers, passes, concessions or reciprocal discounts that apply on normal running days may not be valid on special event days.
2. Advance booking and availability
· Many special events must be booked in advance; on-the-day sales may not be available or may be strictly limited.
· All bookings are subject to availability; we cannot guarantee a place until your booking has been confirmed and payment received.
· For some events you may be allocated a specific train time, carriage or seat; you must travel at the time and in the place shown on your ticket.
3. Cancellations, changes and refunds
· Special event tickets are normally non-refundable and non-transferable once booked.
· Requests to change date, time or details for a special event are at HKWR’s discretion, may not be possible and may be refused where trains are full or preparations already made.
· If HKWR cancels a special event or your booked train within the event, we will offer an alternative date/time where possible, or a refund of the ticket price for the affected booking.
· We are not responsible for any additional costs you may incur in connection with a special event (including travel, accommodation, or other arrangements).
4. Event content, timings and changes
· We will make every reasonable effort to run the special event as advertised, but some elements (such as exact timings, locomotive type, visiting attractions or performers) may be subject to change or substitution at short notice.
· Changes to the advertised programme, rolling stock, visiting attractions or performers do not normally give rise to a right to a refund, provided the overall nature of the event is maintained.
· Train times shown for special events are departure times; please arrive in good time, as we may not be able to accommodate late-arriving passengers on a later train.
5. Safety, behaviour and supervision at events
· Normal HKWR safety and behaviour rules apply at all special events; you must follow instructions from staff and volunteers and observe all safety notices.
· Children must be supervised at all times; for busy events (such as Santa trains) we may set additional rules on prams/buggies, queueing, and use of platforms and buildings.
· HKWR may refuse admission or ask any person to leave the event if their behaviour is unsafe, disruptive or likely to spoil the event for others; no refund will be given in such circumstances.
6. Age limits and participation conditions
· Some special events have minimum age requirements or other participation conditions (for example footplate experiences).
· It is your responsibility to ensure all members of your party meet the stated age, health or mobility requirements; we may refuse participation if these are not met, without refund.
7. Weather and external factors
· Special events run in most weather conditions; tickets will not normally be refunded because of rain, cold or other adverse weather.
· If we judge that it is unsafe or impractical to operate the event (for example due to severe weather, flooding or other external factors), we may cancel or amend the event; in that case the cancellation and refund provisions in section 3 above will apply.
8. Photography and media at special events
· Personal photography and filming are welcome provided it is safe, does not obstruct others and respects the privacy of visitors and staff, particularly at family-focused events.
· HKWR may arrange official photography or filming during special events and may use images taken for marketing and publicity; if you have concerns about yourself or children being included, please speak to a member of staff on the day.
· Commercial, promotional or organised photography/filming at special events requires HKWR’s prior written consent.
9. Group bookings and deposits
· For certain special events, group bookings may be subject to separate payment schedules, deposit rules and minimum numbers, which will be stated at the time of booking.
· Any deposits taken for group bookings may be non-refundable and will be described clearly in your booking confirmation.
10. Priority and exclusions
· On special event days, normal timetables, tickets and rover tickets may not be valid, or may be restricted to certain trains or times.
· HKWR reserves the right to limit access to certain areas, trains, attractions or facilities to event ticket-holders only.
ADM1020/1