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Terms and Conditions

Service Terms

Heritage services using the Trust's Diesel Multiple Units are operated by Weardale Railway Limited (WRL) on behalf of The Auckland Project and with support of the Weardale Railway Trust.

Whilst every effort is made to maintain the service shown, WRL reserve the right to cancel, alter or suspend any train without notice and accepts no liability for any loss, inconvenience or delay thereby caused.


Information on our all policies, including data protection, codes of conduct, safeguarding children and adults, and the use of online social media can all be found on this website on the Policies page. Policies are reviewed at regular intervals by the Directors of the Weardale Railway Trust.



(Version 1.2)







A. Tickets           

B. Validity of tickets        

C. Use of tickets          

D. Your responsibilities         

E. Your refund rights          

F. Train accommodation and reservations       

G. Train service disruption        















These Rail Conditions of Carriage apply from 14th June 2014 until further notice.




When you buy a ticket to travel on scheduled services run by Weardale Railway Heritage Services Ltd (WRHSL) you make an agreement with Weardale Heritage Services Ltd whose trains the ticket allows you to use.


This introduction summarises the key rights and obligations within that agreement. You should read the Conditions carefully so you know what you have paid for and what is expected of you. 

When you are present in or using stations, train services and other facilities on the Weardale Railway, you must also comply with Weardale Railway Limited (WRL) byelaws which are displayed on notices along the railway.


Your rights – a summary 


The Ticket Sellers must:    

  • Give you clear information before, during and where necessary after your journey to help    you plan and carry out your journey. This includes making these Conditions and the byelaws available wherever you can buy a ticket and making it clear who to contact if things go wrong.

  • Make clear to you when you buy your ticket any important restrictions on how you can use that ticket (such as when Off-Peak tickets can be used).

  • Give you, if you ask, information they have access to about: - timetables and fares appropriate for your needs; for example, by telling you about the lowest fare or fastest trip for the journey you describe; - whether your intended route is valid with your ticket;  - the accessibility of rail services and facilities in trains if you are disabled or have reduced mobility, for example the elderly and/or those travelling with small children or heavy luggage; - whether buses are likely to replace trains for all or part of your journey; and/or - restrictions on carrying luggage, animals or cycles on your journey.

  • Offer reservations (where available), tickets, and any necessary assistance at no additional cost if you are disabled or have reduced mobility.

  • Give you, if you ask, a full refund, if you find out after you bought your ticket that your journey is going to be delayed, your train has been cancelled or that your seat reservation will not be honoured by WRHSL.

  • Make tickets and reservations available at stations, over the internet or by telephone as appropriate. Where there are no facilities at the station, tickets will be available for sale during or at the end of your journey.

  • Keep you informed before and during your journey about on-board services, station calling points and any delays that might affect your journey. This will wherever possible be done in a way in which people with sight and/or hearing difficulties can understand.

  • Provide or reimburse you for the reasonable cost of overnight accommodation, if delays within WRHSL control mean that you cannot complete your rail journey that day.


You can:

  • Travel between the stations on or within the dates shown on your ticket. 

  • Start, break or resume your journey using trains on which your ticket is valid unless you are told about particular restrictions that apply to the use of your ticket.

  • Bring luggage, animals and cycles with you. Restrictions may apply due to limited  space, and you may need to make a reservation and/or pay a fee.

  • Claim compensation if your arrival at the station on your ticket is delayed by an hour or more due to events within WRHSL control.


Your obligations 


You must:

  • Have a valid ticket or tickets for the whole of your journey, at the time you want to travel and on the route and trains you want to use.  Unless otherwise indicated, you must purchase your ticket either before boarding or on the train you intend to use.

  • Travel in the right train(s) and the right part of the train(s) - otherwise you could be charged an excess or Penalty Fare. You may only change from standard class to first class areas if a member of staff in that train gives permission or you have paid the appropriate additional fare.

  • Keep your ticket safe. It is your ticket, not the receipt for it, which gives you the right to travel. Do not lose, damage or attempt to alter your ticket.   

  • Show and, if asked by a member of WRHS staff, hand over your ticket.

  • Keep to the applicable byelaws. If you do not you could be refused travel entirely or asked to leave a train or station before you have completed your journey.






1. Your contract


A ticket that has been issued to you is evidence of a contract between you and each WRHSL whose trains you have the right to use. Where the company selling you the ticket is not WRHSL on whose services you are travelling, the seller is acting as agent for WRHSL.

If a ticket entitles you to any goods or services from another party (including the right to travel in another party’s transport services), it is also evidence of a contract between you and that other party. The conditions relating to these additional goods or services may be different, and will be obtainable from that other party. 


2. Penalty Fares


You may be liable to pay a Penalty Fare if: (a) you travel in a train without a ticket or Permit to Travel; or (b) you travel in a class of accommodation for which the ticket is not valid.


3. Children 


Up to two children under five years of age may travel free of charge with a passenger holding a ticket or other authority to travel. However, children under five years of age who are travelling free may only occupy a seat which is not required by a passenger holding a ticket or appropriate authority to travel.


Children under 16 years of age are entitled to discounts on most tickets. If a discount is not available, it will be made clear to you when you buy your ticket. 


4. Transferring a ticket to another person  


A ticket may only be used by the person who bought that ticket, or the person on whose behalf that ticket was bought. When a ticket is purchased on behalf of an organisation, business or similar entity, then that ticket may be used by any person employed by such entity unless otherwise shown on the ticket by means of a person’s name, photocard number or other identifying mark. In such cases it may only be used by the person so identified. 


No purchaser of a ticket may resell or transfer that ticket for value to anyone else unless this has been specifically allowed by the terms and conditions which apply to that ticket, and which will be made clear when you buy your ticket.


5. WRHSL responsibilities 


WRHSL whose trains you have the right to use, or who has agreed to provide you with any other goods or services, is responsible for providing the goods or services it has agreed to provide. However, WRHSL are not responsible for: (a) another Train Company not running any trains; (b) another party not providing goods or services; (c) any losses that occur while you are travelling in any other Train Company’s trains; (d) any losses that occur while you are using those other goods or services.




6. The period during which you can use a ticket 


The period during which a ticket is valid is printed on the ticket or will be made clear to you when you buy your ticket. If you use a ticket after the expiry of the ticket’s validity, you may be treated as having joined a train without a ticket and Condition 2 or 4 will apply.

If, as a result of a delay to your train, the validity of the ticket you are using expires during your journey, you will still be allowed to complete that journey. However, in these circumstances, you may not break your journey unless your train is so delayed that a break is reasonably required. 




7. Starting, breaking or ending a journey at intermediate stations


You may start, or break and resume, a journey (in either direction in the case of a return ticket) at any intermediate station, as long as the ticket you hold is valid for the trains you want to use. You may also end your journey (in either direction in the case of a return ticket) before the destination shown on the ticket. 


For the purposes of this Condition, you will be treated as breaking your journey if you leave a  station after you start your journey other than to follow any instructions given by a member of WRHSL staff.


8. Using a return ticket

A return ticket is only valid for the outward journey shown on that ticket if the ticket is completely unused. You may not use the outward part of a return ticket after you have used the return part.


9. If you travel further than a ticket allows 


If you travel beyond the destination shown on the ticket, you will be treated as having joined the train without a ticket for that  additional part of your journey.


10. Using a combination of tickets 


You may use two or more tickets for one journey as long as together they cover the entire journey.


11. Withdrawal of tickets 


If you do not comply in a material way with any Condition that applies to the use of a ticket, staff or agents of any Train Company may withdraw the ticket and you will be given a receipt.




12. Buying tickets


As soon as you can, you should check that the details shown on the ticket are consistent with the journey you intend to make and that you have received the correct change. If you think a mistake has been made you should tell the person who sold you the ticket as soon as possible.


13. Inspection of tickets


You must show and, if asked to do so by the staff of WRHSL or its agent, hand over for inspection a valid ticket. 


14. If a ticket is damaged or altered


If a ticket has been damaged or has been tampered with or altered in any way, it is not valid for travel. However, if you return it to WRHSL or travel agent which sold it to you, they will arrange for a replacement ticket to be issued unless it has reason to suspect that the ticket has, or will be, used for fraudulent or improper purposes. You may have to pay a reasonable administrative charge (not exceeding £10) for the replacement.


15. Lost, stolen or mislaid tickets 


A ticket is your evidence of your right to make a rail journey and it is your responsibility to keep it safe. If you lose or mislay a ticket or it is stolen, it will not be replaced nor will any of the cost be refunded. 


16. Getting on and off, or changing trains 


When getting on and off, or changing trains during your journey you should make sure that:

a) you get on the correct trains;

b) if appropriate, you travel in the correct part of a train; you get off a train at the correct station, including any station where you need to change trains;

c) if your journey involves a change of train, you allow at least 5 minutes interchange time;


d) you keep your luggage, and any other possessions, with you at all times. WRHSL will not be responsible for any loss or delay to your journey arising from any failure in this regard.




17. Refunds on tickets that have not been used


If you decide not to use a ticket to make all or part of your intended journey, then: if the train you intended to use is cancelled, delayed or your reservation will not be honoured, you decide not to travel and at that time you return the unused ticket to any ticket office or Travelling Ticket Inspector or Guard they will, wherever possible, give you an immediate full refund.




18. Travelling in standard class accommodation with a first class ticket 


If you have a first class ticket (or the equivalent) and the first class accommodation (or the equivalent) is not available in any train you travel in, you may claim a refund of the difference in price between the first class and the standard class ticket for the relevant part of your journey.


19. Travelling in first class accommodation with a standard class ticket 


If you have a standard class ticket (other than a Season Ticket), no standard class accommodation is available, and staff on that train give their permission, then you may travel in first class accommodation (or the equivalent) where this is available without extra charge.


On-train staff will not give you permission to use first class accommodation (or the equivalent) unless they are satisfied that it is not required by anyone with a first class ticket and the standard class accommodation on the train is full. This permission may be withdrawn if a person holding a first class ticket requires the accommodation during your journey or standard class accommodation becomes available.


If you have a standard class ticket and you travel in first class accommodation without permission (which includes occupying seats or standing in any part of the carriage), you will have to pay:

(i) the difference between the price of that ticket and the price of the first class ticket for the accommodation you have used; or

(ii) you may be charged a Penalty Fare.


20. Reserving seats 


Seats in some trains can be reserved before you travel and you may have to pay a fee. Unless you have a seat reservation, WRHSL does not guarantee to provide a seat for your journey.    


21. Refund of reservation fees 


If a seat reservation or cycle reservation is not honoured, the WRHSL will refund any reservation fee paid.




22. Compensation for delays 


No compensation will be paid for delays.


23. Help from WRHSL if you are stranded


If disruption caused by circumstances within the control of WRHSL leaves you stranded before you have reached your destination printed on or stored on your ticket WRHSL will refund the cost of tickets purchased and transport by suitable means to either the destination or starting point as required by the passenger.


24. Circumstances that are within a Train Company’s control


For the purposes of Conditions 23, circumstances that are within WRHSL control include the negligent or wilful acts or omission of its staff or agents. 


25. Circumstances that are not within a Train Company’s control 


For the purposes of Condition 24 circumstances that are not within a Train Company’s control include: 

(a) acts or threats of vandalism or terrorism; 

(b) suicides or accidents involving trespassers; 

(c) gas leaks or fires in line-side buildings not caused by a WRHSL or WRL or any of their staff or agents;

(d) line closures at the request of the police or emergency services;

(e) exceptionally severe weather conditions;

(f) riots or civil commotion; and

(g) fire, mechanical or electrical failure or a defect (except where this is caused by WRHSL or WRL or their staff or agents, or as a result of the condition of the train provided by WRHSL).


26. Disabled passengers and passengers with reduced mobility


If you are a disabled passenger or a passenger with reduced mobility and give at least 24 hours notice, WRHSL will, as a minimum, provide free assistance so that you have access to travel by rail, including helping you get on and off trains at staffed stations, and make all reasonable efforts to assist you at unstaffed stations. 


Some heritage train vehicles do not provide facilities for to a disabled customers in the normal seating area, in these circumstances disabled passengers will be accommodated in the Guards compartment of the train. 


If you ask for information on the accessibility of rail services and facilities in trains for disabled persons and persons with reduced mobility (for example, the elderly and/or those travelling with small children or heavy luggage), WRHSL will provide the information to which it has access.



27. Accompanied luggage, articles and animals 


You may take a single item of hand luggage that must be capable of being held in your lap if required, plus up to 2 items of luggage each not exceeding 30 x 70 x 90 cm in size.    


Unless you are disabled or have reduced mobility and have made arrangements in advance for assistance, you should be able to manage your luggage without additional help. Luggage is carried subject to sufficient space being available in the train service you wish to use. Luggage should not occupy seats intended for passengers; if it does so, it may be charged for as set out in Appendix B.


Additional items of luggage and larger items may be carried at an additional charge (as set out in Appendix B), but you should check in advance with the WRHSL.


Some domestic animals are permitted to travel with you (as set out in Appendix B). Animals are not allowed on seats in any circumstances.

The terms, conditions and restrictions for the carriage of luggage, articles and animals are set out in Condition 27 and Appendix B.


28. Cycles


WRHSL allow cycles to be conveyed by train. However, restrictions may apply at particular times of day and/or days of the week. A charge may be made for conveying a cycle and a reservation may be required. The Ticket Seller must tell you about these restrictions and any charges if you ask when buying your ticket. 


29. Restrictions


Any Train Company may refuse to accept an item of luggage, an article, an animal or a cycle, even though it meets the requirements set out in Condition 27 and 28 and Appendix B, if, in the opinion of its staff:


(a) it may cause injury, inconvenience or a nuisance or it may cause damage to property;

(b) there is not enough room for it;

(c) the loading or unloading may cause delay to trains; or

(d) it is not carried or packaged in a suitable manner.


30. A Train Company’s liabilities 


WRHSL will only be liable for any loss or damage to luggage, articles, animals or cycles in its trains or on its premises if the loss or damage was caused by the fault of WRHSL or WRL staff or agents. WRHSL liability in respect of any item will not exceed the limit laid down in the EU Rail Passengers’ Rights & Obligations Regulation (EC No.1371/2007), or the item’s value, whichever is lower. The EU limit is based on a basket of currencies and is therefore subject to fluctuation. The current amount may be found at


31. Your responsibilities 


You should take care of any item of luggage or article, animal or cycle that you take in passenger accommodation. You may be liable for any injury, damage, or loss if you do not take reasonable care.




32. Liability for lost property


A Train Company will take reasonable care of any luggage, articles, animals or cycles which are taken into its safekeeping after being left in its trains or on its premises and will make a reasonable effort to contact the owner. 


33. Retrieval of property


WRHSL or WRL may restrict or refuse access to retrieve any property left in its trains or on its premises if it is reasonable to do so. 


34. Ownership


Property found in a train or on a WRL premises will not be treated as belonging to the person who finds it and must be handed over immediately to a WRHSL member of staff.


35. Examination and disposal


If property is left in a train or on WRL premises, the WRHSL has the right to open it and examine the contents before removing it to a secure place. WRHSL may, without being liable, remove or dispose of any property, which might in its opinion cause any damage or any injury or inconvenience to persons.


36. Charges


WRHSL may make a charge (not exceeding £2 per day per item) for storing property and (not exceeding £30 per item) for retrieval of property by the owner depending on:


(a) the type of property; and

(b) the period for which it has been kept.


37. Unclaimed property 


Any property taken into WRHSL safekeeping which has not been retrieved within three months will be sold or otherwise disposed of and any money from the sale will be kept by WRHSL. Items which are perishable may be disposed of earlier.




38. Limitation of authority of a Train Company’s staff or agents 


A Train Company’s staff or agents have no authority to waive or change these Conditions.


39. Unacceptable conduct


When on stations or trains you must act in accordance with the byelaws. Any person who WRHSL has reasonable grounds to believe is likely to act in a riotous, disorderly or offensive manner may be refused access to, or may be required to leave, trains, platforms or stations.


40. Carriage by road vehicles


These Conditions apply to passengers travelling and luggage, articles, animals and cycles conveyed in road vehicles provided by WRHSL or its agents unless it is made clear to you when you buy your ticket that different conditions apply. The term 'train' in this context includes any road vehicle owned or operated by WRHSL or on its behalf.


WRHSL may replace a train with a road vehicle at short notice or on a planned basis and your journey time may be extended. WRHSL may refuse to accept some types of luggage, articles, animals and cycles in accordance with Condition 29. The Ticket Seller must make clear if any planned replacements are likely to affect your journey when you buy your ticket, provided the information is available to them. If the replacement is at short notice and you cannot complete your journey because the Train Company is unable to transport your luggage, articles, animals and/or cycles by road vehicle, you will be entitled to compensation in line with Condition 42 as if your train had been cancelled.


41. Parking of motor vehicles and cycles


Conditions for parking motor vehicles and cycles are available at stations where there are parking facilities.


42. Claims against a Train Company 


(a) Personal injury, loss or damage to property:


If  you wish to make a claim against WRHSL for personal injury or any loss or damage to property, you must write to Weardale Railway Heritage Services Ltd, Stanhope Station, Station Road, Stanhope, Bishop Auckland, County  Durham DL13 2YS.


(b) Other claims including complaints under these Conditions should also be referred to the above.


43. Governing law 


These Conditions will be governed by English law.




In these Conditions:-


(a)  'Articles' means boxes, packets, packages, toys, unpacked clothing, umbrellas, sports equipment, musical instruments, wheelchairs and other such items not classed as luggage but excludes cycles;


(b) 'Byelaws' refers to the railway byelaws which apply to any person when in stations, trains or any other property belonging to WRHSL or WRL.


(c) 'Condition(s)' means these Conditions of Carriage;


(d) 'Disabled Passengers or Passengers with Reduced Mobility' means any person whose mobility when using transport is reduced due to any physical disability (sensory or locomotory, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or as a result of age, and whose situation needs appropriate attention and adaptation to his or her particular needs of the service made available to all passengers;


(e) 'Luggage' means suitcases, briefcases, lap-top computer cases, vanity cases, rucksacks, holdalls, shopping bags, carrier bags and similar items but excludes handbags and other bags used for carrying personal effects;


(f) 'Penalty Fare' means a Penalty Fare charged in accordance with the prevailing WRHSL scheme; 


(g) 'Penalty Fares Notice' means the receipt issued when a Penalty Fare is charged;


(h) Weardale Railway Limited (WRL) is the infrastructure provider for WRHSL.



1. Passenger accommodation in these Conditions means the parts of trains with seats including luggage stowage areas above, beneath and behind seats and adjacent to doorways.


2. Condition 27 allows you to take up to 3 items of luggage into the passenger accommodation of a train. One piece of luggage must be capable of being held in your lap if required, whilst the other pieces must each not exceed 30 x 70 x 90 cm in size.


3. A Train Company may refuse to accept luggage or articles in passenger accommodation if any of the following apply:


  • the restrictions listed in Condition 29 apply;

  • the item would obstruct doorways, gangways or corridors.


4. In such cases, the article may be conveyed in separate luggage accommodation if this is available on the train service. Articles conveyed in such accommodation must for security reasons be clearly labelled with your name, address and destination station. Staff may not release the items to you until you have proved ownership.


5. A Train Company may refuse to accept articles in a luggage van if any of the restrictions listed in Condition 29 apply.


6. Luggage that exceeds the limits set out above is carried at the discretion of the WRHSL. A charge may be made for this. 


7. You may take up to two dogs or other small domestic animals free of charge with you into the passenger accommodation of a train provided that they can be accommodated on the train service on which you are travelling. Animals, with the exception of blind or deaf persons’ assistance dogs, may not be taken into buffet or restaurant cars.


8. Animals other than a dog must be conveyed in a fully enclosed basket or pet carrier designed for this purpose with dimensions not exceeding 85 x 60 x 60 cm. Baskets and pet carriers must be large enough to allow the animal to stand and lie down in comfort. Animals which are too large for a basket or pet carrier with dimensions 85 x 60 x 60 cm may not be conveyed by train.


9. More than two domestic animals per passenger may be conveyed at the discretion of the WRHSL, and may be charged for. WRHSL is responsible for setting the charges that apply to animals conveyed in these circumstances; however, it will not exceed half the adult single fare for the journey or part of the journey over which the animal(s) are being conveyed.  


10. WRHSL may require that such animals are conveyed in a train’s luggage van, if one is available. In such cases, a dog should be muzzled and its lead securely fastened as directed by WRHSL staff. Baskets and pet carriers must be secure. Dogs and any baskets or pet carriers must be clearly labelled with your name, address and destination station. Staff may not hand over animals until you have proved ownership.


11. Dogs must be kept on a lead other animals must not be taken out of their baskets or pet carriers. If your dog or other animal causes a nuisance or inconvenience to other passengers you may be asked to remove it from a train or railway premises by the WRHSL or WRL staff.


12. In no case will livestock or non-domestic animals be conveyed.




Items permitted for which no additional fee is charged:


  • Pushchair / carry-cots - must be capable of folding;

  • Wheelchairs and powered wheelchairs - wheelchairs must be folded unless in use and located in a section designated for wheelchairs where provided. They are conveyed subject to a maximum width of 67 cm and length of 120 cm.


Items permitted at the discretion of the Guard, for which a fee may be payable:


  • Mobility scooters

  • Canoes; surfboards

  • Sailboards

  • Skis and ski-boards

  • golf equipment

  • other sports equipment except where shown as not permitted below

  • Musical Instruments exceeding these dimensions, 30 x 70 x 90 cm

  • Unloaded guns


Items that are not permitted:


  • Motorcycles

  • mopeds

  • motor scooters

  • Furniture exceeding these dimensions, 30 x 70 x 90 cm

  • Loaded guns and firearms

  • Dangerous goods

  • inflammable liquids

  • explosives

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