Terms & Conditions
Agreement between the customer and Prague Trains Limited
Effective: 24 March 2023
1 Our Service
1.1. Our enquiry and booking service (the “Booking Service”) is offered as a service to you, the customer, by us, Prague Trains Limited (also referred to as “we”, “our” and “us”) via our website at czechrailwaytickets.com (“the Website”).
1.2 In using the Booking Service you authorise us to act on your behalf to arrange a contract of carriage between you and appropriate rail operator(s). The contract of carriage consists of ticket(s) and (whereever available) seating reservations.
1.3 We do not own or operate any rail services. The rail operator(s) you are contracted with are responsible for delivering the journey booked.
1.4 We are not responsible for any delays, cancellations, or other disruptions to services. However using our aftersales service, you can nominate us to act on your behalf in case of any dispute over a contract of carriage arranged by us between you and a rail operator. Any compensation secured will be passed to you in full without deductions.
1.5 The use of tickets purchased through the Booking Service are subject to the Convention on International Carriage by Rail (COTIF), Uniform Rules concerning the Contract for International Carriage of Passengers by Rail (CIV), The General Conditions of Carriage for passenger services (GCC-CIV/PRR), Special Conditions for International Carriage for Non-integrated Reservation Tickets (SCIC-NRT) and any Special Conditions of Carriage relating to the issuing rail operator.
2 Pricing and Payment
2.1 The price you pay is always the price shown our website and in your confirmation email. The ticket(s) issued may show a different currency and have a higher or lower face value depending on the route, ticket type, lead time, availability and the exchange rate on the day.
2.2 Where the face value of the ticket is lower the difference between the face value and the price you pay is the booking fee. Detailed pricing data can be found at https://czechrailwaytickets.com/index.php/pricing-information/.
2.3. Prices are subject to change at any time and without prior notice.
2.4. We accept payment by Visa, MasterCard or American Express.
2.5. We will not begin to process your order until the associated payment is fully authorised.
3 Order Processing and Lead Times
3.1. We will process your order within one business day of receiving an authorised payment or in time for your booked journey, whichever is the earlier. In this context ‘business day’ means Monday to Friday excluding English Bank Holidays.
3.2. We will contact you by email within the timeframe set out in paragraph 3.1 to either confirm availability (and issue tickets) or unavailability of the tickets selected. Of you have not heard back from us we recommend you check your spam or junk mail folder for missed email communications.
3.3. In case of a delay in booking tickets our maximum liability to you will be to refund the full value of your original order, if any.
4 Ticket Availability
4.1. If your order cannot be fulfilled due to unavailability of the chosen tickets, we will contact you by email and offer the choice of a full refund or, where possible, an alternative departure. Once you have communicated your preference to us the order will be progressed within the timeframe set out in paragraph 3.1.
5 Seating Reservations
5.1. Where stated our prices include complimentary seating reservations. Wherever possible adjacent seats will be booked. In exceptional cases this may not be possible, in which case we will contact you with options, including the right to a no-penalty cancellation and full refund, including the booking fee.
5.2 Seating reservations are usually issued together with tickets, but for operational reasons we may supply them at a later date.
6 Shipping
6.1 Where you select an e-Ticket we will email it in Adobe PDF format. You accept responsibility for ensuring that a) You give us your correct email address. b) Your email service is in working order. c) You are able to receive email messages up to 10MB in size. d) You have the means to access your email and where required, to print tickets before departure. e) Checking your junk email or spam folders for messages.
7 Changes, Cancellations and Refunds
7.1 Tickets booked through us are valid only for the named passengers and on the specified trains. Where possible, changes of name or validity period will require cancellation and rebooking. You are advised to check your order carefully before submission and to consider taking out travel insurance.
7.2 In process (i.e. placed but unfulfilled) orders will be subject to the same terms as conditions as if tickets had already been issued.
7.3 Super Saver tickets cannot be cancelled, changed or refunded.
7.4 Saver tickets can be cancelled up until 24-hours prior to departure by emailing sales@czechrailwaytickets.com providing the order number and details of the journey to be cancelled. We will refund the face value of the ticket, subject to the deduction of a €3 per passenger admin fee.
7.5 Flexible tickets can be cancelled up until 24-hours prior to departure by emailing sales@czechrailwaytickets.com providing the order number and details of the journey to be cancelled. We will refund the face value of the ticket in full.
7.6 Booking fees are not refundable, except in the case of an error by us or complete cancellation of the service by the rail operator and abandonment of the journey by the passenger. In case of complete cancallation of a booked service, documentary proof must be secured from the rail operator.
7.7 Refunds will be made in British Pounds (GBP) directly to the original payment method by the end of the next business day. In this context ‘business day’ means Monday to Friday excluding English Bank Holidays.
7.8 For commercial reasons we may issue a ticket with terms and conditions that are more flexible than those stated on our website. In this case you may choose to exercise the improved benefits and terms and conditions shown on the issued ticket.
7.9. In case of an error by us (i.e. if issued tickets do not match the original order, including any amendments made under paragraph 4.1) then, only for the affected tickets, you will be entitled to their choice of a refund or (subject to availability) a free of charge replacement. Refunds or replacements will be processed within one business day of you notifying us of the problem.
7.10 Compensation may be due directly from the rail operator where arrival at the destination is delayed 60 minutes or more or the booked travel class or allocated seating is not available. Documentary proof of the service failing must be secured from the rail operator.
8 Lost or Damaged Tickets
8.1. We do not undertake to issue duplicate tickets to replace tickets (or portions of tickets) lost, stolen or mislaid.
8.2. Any ticket which may have been spoiled, tampered with or altered in any way is not valid for travel.
9 Use of Tickets
9.1. You are responsible for presenting your ticket together with matching ID when called upon to do.
9.2 You may show e-Tickets on your mobile phone, tablet or device, except for tickets to Poland, that must be printed out on A4 or equivalent sized paper in such a way that all text and barcodes are completely legible.
9.3. You are responsible for reaching your departure point in good time to board the train.
9.4. Except on trains to/from Poland seating reservations are not compulsory and you are at liberty to occupy any free (i.e. unoccupied, unreserved) seats in your booked travel class rather than your reserved seats.
10 Your Journey
10.1. You are responsible for joining the correct trains and getting on and off at the correct stations. We will not be liable for any loss or delay caused as a result of you joining the wrong train or getting on or off at the wrong station.
10.2. Saver and Super Saver tickets do not permit stopovers en-route, other than for necessary transfers. Holders of Flexible tickets may break their journey and resume/complete it later on the date booked, or the next day.
10.3. In case a change of transport is required to reach the final destination, you will be responsible for transferring yourself and your baggage between services.
10.4. You are responsible for ensuring that you are in possession of a valid passport or other valid travel documents when travelling, including any necessary visas or other immigration documents.
11 Limitation of Liability
11.1. Our maximum liability to you will be limited to the value of any bookings completed.
11.2. Force Majeure – We will not be liable for any delay, poor performance or failure in performance caused by matters beyond our reasonable control.
11.3. We accept no liability for the failure of any rail operator or other service provider.
11.4. We accept no liability for theft, loss of or damage to persons, effects or any loss caused by a force majeure event.
11.5. We will not be liable for any consequential losses resulting from your reliance on timetable or other information published on this website.
12 Governing Law
12.1. These terms and conditions are governed by English law.