Terms & Conditions of Booking & Travel – Day Trips, Lunchtime Circulars, Evening Circulars, Santa Steam Express

Tickets are issued subject to the conditions below and your booking constitutes acceptance of these conditions

1) Tickets
(i) All tickets must be booked and paid for in full, in advance.
(ii) Each customer is allocated a reserved seat and tickets are only issued when full payment for the tour has been received.
(iii) On-line bookings will receive an email confirmation which you should keep for your records.
(iv) Bookings made by telephone will be acknowledged by email confirmation.
(v) We are regrettably unable to accept bookings where payment is by cash, cheque or postal order.
(vii) We endeavour to ensure that tickets and confirmed timings are dispatched, approximately 5-7 days before the tour, however we cannot send tickets without confirmed timings and we rely on third parties to supply these. You are advised to check the ticketing information thoroughly upon receipt and ensure you are at your departure station in good time.
(viii) Unless specified in Steam Dreams Rail Co. Ltd literature, your ticket price does not include transportation or entry to other attractions.
(ix) We do not offer part fares for any tours

2) Cancellations & Refunds
If the customer wishes to cancel the following refund policy will apply:
43 days or more prior to travel – 75% refund will be given.
31 to 42 days prior to travel – 50% refund will be given.
Less than 31 days’ notice – no refund will be given.
In the event of a tour being ‘cancelled or postponed’ by Steam Dreams Rail Co. Ltd customers will be offered the option of either a direct transfer to the new date, or a full refund of all monies paid. No other liability shall be incurred.

3) Transfers
We will be pleased to accept requests to transfer existing bookings (subject to availability) onto similar trains of equal value
Up to 21 days prior to travel no fee
50% between 21 days and 72 hours
100% 72 hours prior to travel

4) Locomotives

On steam hauled tours every effort is made to run with the advertised locomotive however, in times of difficulty such as high fire risk, locomotive failure or restrictions imposed by Network Rail or other third parties Steam Dreams Rail Co. Ltd. reserve the right to substitute locomotives as necessary, including substituting a steam locomotive with a diesel locomotive. This will only be considered as a last resort.

If the removal of a steam locomotive is necessary due to third party action outside of our organisation within 72 hours of a trip no compensation will be offered if the trip is hauled by a diesel or electric locomotive

In all other cases if a diesel engine is used as a replacement for a steam locomotive customers will be offered the following compensation:

Day Trips

Part refund

Pullman £30pp, First Class £20pp, Premium Standard £15pp

or discount off a future trip

Pullman £60pp, First Class £40pp, Premium Standard £30pp

Lunchtime & Evening Circulars

Part refund

Pullman £15pp, First Class £10pp, Premium Standard £5pp

or discount off a future trip

Pullman £30pp, First Class £20pp, Premium Standard £10pp

Santa Steam Express

Part refund

First Class £10pp, £5pp

On steam hauled trips, a diesel or electric engine may be included in the train in addition to the steam locomotive and at times be required to provide assistance; no compensation will be offered in this instance.

5) Restrictions – Steam Dreams Rail Co. Ltd. reserves the right to refuse access to, or remove from

the train, any person or persons who are considered to be using inappropriate behaviour, affecting the safety of the train and its passengers, spoiling the enjoyment of other passengers on the train, or failing to comply with any reasonable requests made by a member of the train’s staff. Neither pets (except guide dogs) nor bicycles can be conveyed on our trains. Due to the relaxed nature of our tours and out of respect for other guests, we request that mobile phones should not be used in the passenger seating areas, but only if absolutely necessary in the entrance vestibules. In compliance with UK law and for the comfort and safety of everyone on our trains we operate a strict ‘No Smoking’ policy, including electronic cigarettes. This also includes all station platforms whether covered or uncovered. All luggage, cameras and personal effects are carried at your own risk and Steam Dreams Rail Co Ltd. accepts no liability for any loss or damage.

6) Complaints – If you have any issues during the tour, please bring them to the immediate attention of the on-train management so that there is an opportunity to rectify the situation. If the problem is not resolved, then please put your complaint in writing to arrive in our office no later than 10 days after the completion of the tour. We will acknowledge receipt of your complaint within 3 working days, investigate and respond within 10 working days.

7) Travel Insurance – We strongly advise that you purchase travel insurance when booking any Tour for your own protection and peace of mind. We are regrettably unable to arrange this for you.

8) Industrial Action – If we cannot run a trip due to industrial action passengers will be offered the opportunity to transfer their booking, take a voucher or a refund. Unless industrial action prevents us from running a trip it is the passenger’s responsibility to ensure they reach the train in time for the scheduled departure. No compensation would be offered for a missed trip.

9) Additional Costs – Passengers are responsible for all costs that do not relate to their original booking – travel costs to meet the train and any necessary hotel stays. We highly recommend these are booked at a cancellable rate.

10) Dining Options – Meals are provided to a set menu. We offer Vegetarian, Vegan, Gluten Free and Pescatarian options as standard, which must be requested no later than 7 days prior to the date of travel. The requirement of any other special dietary needs may not be possible to provide for, and therefore must be discussed with our reservation team prior to booking, so as we are able to advise whether we can accept or decline any such request. It is not possible for guests to bring on board their own alcoholic drinks for consumption in Pullman Dining.

Whilst every effort is made, we cannot guarantee that all our food will be totally free of specific allergens (such as nut, garlic or gluten)

11) Children – In the interests of other customers our Pullman Dining carriages are not considered a suitable environment for children under the age of 12 years and we are therefore unable to accept bookings for such. However, we accept bookings for children in Premium Standard and First Class.

12) Dress Code (Pullman Dining) – Smart Casual attire should be considered as only the minimum suitable requirement, by avoiding clothing such as ripped denims, baseball caps, sports trainers, collarless or sleeveless T-shirts and shorts. We reserve the right to ask guests not suitably attired to change before boarding.

13) Operation – On the day of operation, all reasonable efforts will be made to ensure that the excursion runs as planned, but Steam Dreams Rail Co. Ltd. cannot accept any responsibility for any events or circumstances outside our direct control and we are only responsible for returning passengers to their joining stations, nor can we accept any responsibility for missed connections as a result of late running.

14) Wheelchairs & Mobility – Due to the age and construction of our train it is not possible to board whilst seated in a wheelchair, however we will be pleased to convey disabled passengers whenever possible provided they can step onto the train from the platform and move to their reserved seats with the help of an able-bodied carer as our staff are regrettably unable to assist, the wheelchair then being folded and stored at the end of the carriage. Some of the platforms on our tours are much shorter than our train which may necessitate walking through a number of carriages when boarding or alighting, in addition the platforms at some remote stations are rather low or accessible only by a footbridge. These points should be borne in mind for guests who may have mobility issues. We are unable to convey motorised scooters, buggies or electric wheelchairs at any time.

15) Train Timings – The departure/arrival times shown in any publication or website are ‘provisional’ being an approximation based on the best information we had when the tour was first planned, however you should be aware that these can vary considerably when the confirmed timings are received from Network Rail and we are unable to offer a cancellation or transfer due to the confirmed timings being different to provisional ones previously advised.

16) Covid – We will operate within any government guidelines set at the time of travel. In the event of a proven positive covid test (from an authorised medical professional) prior to travel, we will honour a transfer onto a trip of the same value.

17) Important Information – All details about our tours are offered in good faith and whilst we endeavour to run our tours to the proposed routes, timings, rolling stock, locomotives, itineraries, station stops and options in place, we reserve the right to alter these at any time and shall not incur any liability to any person who has bought, or contracted to buy a ticket, or tickets as a result of any such changes.

18) Force Majeure – Except where otherwise expressly stated in these Conditions we will not be liable or pay you any refund or compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to, war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, adverse weather, sea, air, ice and river conditions and all similar events outside our or the supplier(s) concerned control.

19) Copyright – The copyright of material used on our website and publications belongs to ‘Steam Dreams Rail Co. Ltd’’, all rights reserved. Except solely for your own personal and non-commercial use, no part of our website or publications may be copied, adapted, modified, distributed, transmitted, displayed, performed, reproduced or published without the prior written permission of ‘’. Any prohibited and unlawful use of material on our website or publications will result in legal action.

20) Conditions of Carriage – All our trains are operated by Locomotive Services (TOC) Limited, the conditions of carriage for which can be found at www.lsltoc.co.uk

21) Vouchers – All Steam Dreams vouchers are non refundable. In the event of a customer cancellation, the charges in the cancellation/transfer conditions stated above will apply. In the event of a booking paid for by voucher being cancelled by Steam Dreams, or the customer, the remaining value, after any charges, may only be transferred into a new Steam Dreams voucher valid for one year. Third party vouchers may only be redeemed on particular trips as specified by Steam Dreams.

Terms & Conditions updated 08.11.2023 and supersede any previous Terms & Conditions provided by the company.

TERMS & CONDITIONS OF TRAVEL

THE WELSH DRAGON 2024

 

General Conditions

Steam Dreams will use its best efforts to ensure that the proposed locomotives, coaching stock, route and times, all of which are dependent on third parties, run as advertised but we reserve the right to amend or cancel any part of the tour at any time. Steam Dreams cannot accept any responsibility for the action of third parties and strongly recommends that all passengers take out travel/cancellation insurance. Charges apply should passengers need to cancel or postpone their trip for whatever reason, whether their plans change due to ill-health, travel issues or weather conditions. To avoid disappointment or unnecessary expense, passengers are advised not to pre-book transport links or accommodation, unless the costs associated with cancelling these arrangements are covered by the passengers’ own insurance, as Steam Dreams cannot be held liable for additional costs incurred in passengers’ travel plans.

Timings

Final timings and platform numbers are confirmed by Network Rail leading up to each trip, advertised times in brochures and online are best estimates. Steam Dreams will use its best endeavors to ensure the boarding/alighting stations listed in its brochure and website are those which are used on the day. Occasionally it is not possible for Network Rail’s final timings to include one or more of the stations we have requested. In these circumstances, Steam Dreams will take responsibility for arranging travel at no additional cost to/from passenger’s chosen boarding/alighting station to an alternative station where the train stops (usually by service train or road coach).

Steam Availability

Steam Dreams will use its best efforts to provide steam traction on trips rostered for steam haulage, for the sector(s) advertised as such, but this cannot be guaranteed. On occasion, a diesel or electric locomotive may be substituted, mainly due to fire risk, drought, route restrictions or locomotive failure. All steam locomotives are subject to a Fitness to Run (FTR) exam 24 hours prior to running on the main line, which means it is sometimes necessary for a heritage diesel or electric substitute to be made at the last minute.  On some tours it may be necessary for a part of the journey to be diesel or electric hauled; where possible this will be made clear at the time of booking but it may be necessary for changes to be made at a later stage for operational reasons.

Diesel or Electric Assistance

On steam hauled trips, a heritage diesel or electric engine may be included in the train in addition to the steam locomotive and at times be required to provide assistance; no compensation will be offered in this instance.

Traveller Mobility and Storage Onboard

Steam Dreams use heritage carriages from the 1950’s & 60’s and are unable to provide step free access to board our train. Passengers must be able to step up into the carriage from platform level and walk through multiple carriages to their allocated seat unassisted. Due to restrictive access to seating areas and toilets, it is not possible for walking frames, wheelchairs and mobility scooters to be used on-board the train. There is limited space on board to store wheelchairs or pushchairs, so please ensure you are able to collapse either of these and we will store in an appropriate space.  Motorised wheelchairs and scooters are not permitted on board and cannot be stored for safety reasons.Passengers booked on optional excursions must be able to board a road coach and walk up to 500 yards. Some excursion venues may not feature step free access and passengers may be required to walk up several flights of steps.

Passengers with mobility difficulties or with a mobility aid to store must make Steam Dreams aware at least two weeks prior to the date of the tour. Wheelchairs, walking frames to be stored on-board for use off the train must be of the fold-up variety. In the event of any uncertainty, we would advise passengers to discuss their requirements with the Booking Office at the time of booking to avoid disappointment.  Passengers or someone within their party must be held responsible to fold and make the mobility aid or pushchair ready to be stored.

 

Dining on board

We endeavor to ensure the delivery of the dining service for each class as listed in our publicity material and on our website.  On-board services are dependent on our train timetable, giving consideration to departure time, booked stops and final timings provided by the rail network, which may alter the service we can provide. Should this be the case, we will advise you in advance of your trip with us. Steam Dreams will endeavor to cater for dietary requirements when given prior notice at the time of booking, but cannot guarantee that all our food will be totally free of specific allergens (such as nut, garlic or gluten) as it is prepared and cooked in kitchens where traces of allergens may be found. For those who have dietary requirements and have not advised 14 days prior to travel we are unable to guarantee that your requirements will be catered for. Due to the confined space in the vintage carriages we do not have the capacity to carry large stocks on board.

Conditions of Carriage

During the trip passengers are required to observe the conditions of carriage listed below;

• Passengers must observe all instructions provided to them either in writing or verbally by staff or volunteers from Steam Dreams, Network Rail or any Train Operating Company prior to or during the journey.
• Passengers shall not hinder the safe operation of the train or the railway in any way.
• Passengers shall not smoke on-board the train or at stations; this includes the use of e-cigarettes.
• Passengers shall not be verbally or physically abusive to staff or other passengers.

In the event that these conditions are breached Steam Dreams reserves the right to remove the offending passenger(s) from the train. In the event of passengers being removed from the train for breaking these conditions no refund or compensation shall be offered. In addition to the above conditions of carriage all journeys on the railway are also subject to the Railway Byelaws.

PAYMENTS

Customer Payments

All online bookings may be paid for by debit or credit cards. Other payment methods including paying by bank transfer. Cleared funds must be received at least 14 days prior to payment deadline.

Outstanding balances should be paid in full by the date shown on your invoice to ensure your booking is not cancelled. If you have not yet paid the full amount, please contact the Booking Office on 01483 209888 before this date to make your payment.

Vouchers

In the event of a customer cancellation, the charges in the cancellation/transfer conditions stated below will apply. Vouchers are non-refundable. In the event of a booking paid for by voucher being cancelled by Steam Dreams, or the customer, the remaining value, after any charges, may only be transferred into a new Steam Dreams voucher valid for one year.

Discounts & Credit Notes

Discounts and credit notes must be redeemed through the Booking Office by telephone and may only be used against bookings made after the date of issue and cannot be retrospectively added to any previous bookings. In the event of a customer cancellation, any discount or credit note will not be reinstated for future use. In the event of cancellation by Steam Dreams any discounts or credit notes issued as a form of compensation will be reinstated with one additional year for use; all other discounts and credit notes will be considered null and void.

Customer Cancellation

Should the customer choose to cancel their booked holiday, the following charges will apply:

• Cancellations prior to 1st March 2024 – 25% fee (loss of deposit)
• Cancellations after 1st March 2024 – 50% fee (loss of deposit paid)
• After 1st June 2024 – 100% fee

 

 

 

Customer Insurance

We strongly recommend that you arrange for a suitable travel insurance covering all eventualities.

Customer Transfers

Customer transfers will be dealt with on a case-by-case basis.

 

Payment Schedule for The Welsh Dragon Holiday

 

Bookings made between 10th December 2023 and 29th February 2024	Bookings made after 1st March 2024	Bookings made after 1st June 2024
25% deposit payable upon booking Further 25% due 1st March 2024 Final balance due 1st June 2024	50% deposit payable upon booking Final balance due 1st June 2024	Full balance payable upon booking

 

Customer Booking Amendments

Steam Dreams does not charge for changes of passenger name, catering requirements, boarding or alighting point or other alterations which make no changes to booking value.  Should the customer choose to amend their booking to a higher priced ticket, add additional passengers or optional extras no additional fee will be levied, beyond the revised cost of the booking.

Should the customer choose to change their class of travel, destination, boarding point or otherwise change to a lower priced ticket the above fees for customer transfers would apply. Should the customer choose to cancel one or more seats or optional extras on a booking the above fees for customer cancellation apply.

Steam Dreams Cancellation

Should Steam Dreams cancel a tour in its entirety for any reason before the start of the journey, customers may be offered the opportunity to transfer to an alternative trip or receive a full refund. Any payments by voucher, discount or credit note are subject to the restrictions detailed in the appropriate above sections. Cancellation may occur at any time for a variety of reasons including but not limited to locomotive availability, crew availability, pathing, adverse weather and engineering works.

Steam Dreams cannot accept any liability for additional costs incurred due to cancellation.

Industrial Action – If we cannot run a trip due to industrial action passengers will be offered the opportunity to transfer their booking, take a voucher or a refund. Unless industrial action prevents us from running a trip it is the passenger’s responsibility to ensure they reach the train in time for the scheduled departure. No compensation would be offered for a missed trip.

Children – In the interests of other customers our Pullman Dining carriages are not considered a suitable environment for children under the age of 12 years and we are therefore unable to accept bookings for such. However, we accept bookings for children in Premium Standard and First Class.

Dress Code (Pullman Dining) – Smart Casual attire should be considered as only the minimum suitable requirement, by avoiding clothing such as ripped denims, baseball caps, sports trainers, collarless or sleeveless T-shirts and shorts. We reserve the right to ask guests not suitably attired to change before boarding.

Train Timings – The departure/arrival times shown in any publication or website are ‘provisional’ being an approximation based on the best information we had when the tour was first planned, however you should be aware that these can vary considerably when the confirmed timings are received from Network Rail and we are unable to offer a cancellation or transfer due to the confirmed timings being different to provisional ones previously advised.

Covid – We will operate within any government guidelines set at the time of travel. In the event of a proven positive covid test (from an authorised medical professional) prior to travel, we will honour a transfer onto a trip of the same value.

Important Information – All details about our tours are offered in good faith and whilst we endeavour to run our tours to the proposed routes, timings, rolling stock, locomotives, itineraries, station stops and options in place, we reserve the right to alter these at any time and shall not incur any liability to any person who has bought, or contracted to buy a ticket, or tickets as a result of any such changes.

Force Majeure – Except where otherwise expressly stated in these Conditions we will not be liable or pay you any refund or compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to, war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, adverse weather, sea, air, ice and river conditions and all similar events outside our or the supplier(s) concerned control.

Copyright – The copyright of material used on our website and publications belongs to ‘Steam Dreams Rail Co. Ltd’’, all rights reserved. Except solely for your own personal and non-commercial use, no part of our website or publications may be copied, adapted, modified, distributed, transmitted, displayed, performed, reproduced or published without the prior written permission of ‘’. Any prohibited and unlawful use of material on our website or publications will result in legal action.

Conditions of Carriage – All our trains are operated by Locomotive Services (TOC) Limited, the conditions of carriage for which can be found at www.lsltoc.co.uk

Terms & Conditions updated 08.11.2023 and supersede any previous Terms & Conditions provided by the company.

Customer Feedback – We welcome all feedback from our passengers and use it as a means to constantly review and improve our service.

During your time with us, if we can make your experience better in any way, please give us the opportunity to do this on the day via the on-board Train Manager. We will do our best to rectify wherever possible and within our control. We will not take into consideration any complaints received retrospectively which are relating to issues not raised at the time, that could have been resolved during the day of travel.

Terms & Conditions updated 08.11.2023 and supersede any previous Terms & Conditions provided by the company.