TERMS & CONDITIONS/ REFUND / CANCELLATION POLICY

• Here at the Lincolnshire Wolds Railway, we like to keep things simple and clear for our visiting guests; however, we do have some terms & conditions and cancellation policies listed below…
  We understand that unexpected situations may arise, so you may not be able to attend as planned.

  Here at the LWR, we will do everything to help. We do have a general cancellation policy, which is written below…

  If you do have to cancel any booked tickets for any reason, please get in touch with us at the earliest possible time, so that we can speak with you directly. 

  Please read the detailed terms & conditions below for further information, and contact us if you have any concerns or require assistance with disputes or complaints. 

  Please use the ‘contact us’ page to see ways to contact us. Thank You.

  1. We endeavour to ensure that all trains are hauled by a steam locomotive (unless advertised otherwise). On occasions, it may be necessary to substitute a diesel locomotive in the event of a high fire risk, locomotive failure, or other operational reason.                                                                                    
  2. Dogs are conveyed subject to the safety and comfort of other passengers and at the Railway’s discretion. They must be kept on a short lead at all times whilst on Railway property.                                               
  3. All passengers must show consideration for all other passengers so that everyone can enjoy a heritage travel experience.     
  4. Our staff may ask anyone causing disruption or safety concerns to leave immediately, ensuring a respectful and secure environment for all visitors.           
  5. While we aim to run trains as scheduled, please note that times may change, and cancellations or alterations can occur without notice.                                                    
  6. Entertainment at events will be provided as advertised, but may be affected by technical issues, demand, or volunteer availability.                                                           
  7. We reserve the right to film and upload any footage for our social media platforms during running days.  Please inform a member of staff/video editor if you do not wish to be filmed or featured on our social media platforms.

  Dining Trains (Cream Teas/Fish & Chip Specials)

  1. Tickets include travel and meal. Seating is reserved.                                                                      
  2. You should arrive 15 minutes before the time of the event to book in and take your seat.              
  3. Cancellations made more than 4 weeks before the event may be refunded – subject to a £5 administration charge per booking.
  4. Cancellations made up to 2 weeks before the event may be refunded – subject to a £10 administration charge per booking.
  5. Cancellations less than 48 hours before the event will not be refunded. 
  6. No refunds will be given for missed trains.

  Santa Specials

  1. Tickets include travel and a visit to the grotto. (Entertainment is provided, subject to volunteer availability)
  2. Passengers under 1 year of age are classed as infants, children aged between 1 and 12 years are classed as children and passengers over 12 years old are classed as adults.
  3. Only infants and children receive presents from Santa.
  4. We kindly ask that you inform us of any disabled children or adults at the time of booking to ensure we can make appropriate accommodations and address any accessibility concerns. 
  5. Full payment for tickets must be made at the time of booking.
  6. Parties of 20 or more may pay 25% of the total cost as a non-refundable deposit. The deposit must be received within 7 days of booking.  The remaining balance must be received at least 2 weeks before travel.
  7. Deposits are not refundable.
  8. Tickets are not refundable but may be transferred to another date, subject to availability, if you give at least 7 days’ notice to the railway. Please get in touch with us promptly to arrange this transfer.
  9. An administration fee of £5 may be charged.
  10. We advise you to allow at least 20 minutes before the time of departure to park your car and check in to board the train.
  11. Under no circumstances will the train be delayed for latecomers.
  12. No refunds will be given for missed trains.
  13. Entertainment will be provided as advertised, but subject to change due to technical issues or volunteer availability.  

  Group Bookings

  1. All bookings are treated as provisional until the deposit is paid.
  2. A deposit of 25% will be payable 4 weeks before the event, with the balance being paid not less than 7 days before the event.
  3. The client must inform the railway of the group numbers not less than 7 days before the event.
  4. In the event of cancellation, deposits are not refundable. However, it may be possible to transfer the booking to another date – an administration fee of £5 will be charged if this is possible.
  5. Full payment will be required unless a 7-day notice of cancellation is given.

  
  Group Bookings with Carers
  

  We are sorry to inform that we do not have any  concession rates for carers.  This is due to us being a volunteer run heritage steam railway.   The usual discount of £1 per person can be applied when booking for groups of 20 or more.

  Thank you for your understanding and hope you choose to visit and support our railway.