Terms and Conditions

Greater Anglia - SEASON DIRECT SPECIAL CONDITIONS

1. ABOUT THESE SPECIAL CONDITIONS

These special conditions apply to your registration for and use of 'season direct' season tickets issued by Greater Anglia. Please read these special conditions carefully.

2. ABOUT US

Greater Anglia is the trading name of Abellio East Anglia Ltd., a company registered in England and Wales, with company number 07861414, and registered office at 1 Ely Place, London, England, EC1N 6RY.

3. CONTACT DETAILS

3.1 Customer Contact Centre

Greater Anglia can be contacted through its Customer Contact Centre which is open Monday to Friday, between 08:00 and 22:00; Saturday, Sunday and Bank Holiday, between 09:00 and 18:00, telephone number: 0345 600 7245. You can also e-mail the Customer Contact Centre at the following address:customerrelations@greateranglia.co.uk.

If you are not satisfied with any aspect of our service, you can tell us by writing to Customer Services, Greater Anglia, Customer Contact Centre, Grosvenor House, 112-114 Prince of Wales Road, Norwich NR1 1NS or contacting us via e-mail atcustomerrelations@greateranglia.co.uk, or by telephoning us on 0345 600 7245. We will respond to any comments or queries within 6 Working Days of receipt.

3.2 Changes

Any change to these details will be put on our web site at:http://www.greateranglia.co.uk.

4. WORDS USED IN THESE SPECIAL CONDITIONS

In these special conditions:-

"Applicable Rights and Restrictions"means any rights, restrictions and conditions on the use of your 'season direct' ticket as stated in special condition 6 below, the National Rail Conditions of Carriage, the On-Line Registration Pages when you purchase or amend your 'season direct' ticket, and/or on the 'season direct' ticket itself (including any restrictions as to the period of validity, services, dates, days of the week, and times in the day on which travel is permitted, routes on which you may travel, trains you may use, and class of accommodation) and any reference to "Applicable Restrictions" shall be construed accordingly;

"Customer Profile"means your personal details provided by you when registering for a 'season direct' ticket, as updated by you from time to time;

"Designated Stations"means the two stations printed on your 'season direct' ticket, between which travel is permitted by your 'season direct' ticket;

"National Rail Conditions of Carriage"means the conditions of carriage relating to carriage by scheduled passenger train services on the rail network of Great Britain. The current version of these conditions is available for viewing on-line athttp://www.nationalrail.co.uk/times_fares/nrcc/;

"On-Line Registration Pages"means the on-line system for registering for 'season direct' tickets, and managing your account for 'season direct' tickets, as operated by Greater Anglia at http://www.greateranglia.co.uk;

"Permitted Routes"means the route or routes on which travel is permitted between the Designated Stations, as stated in the Applicable Restrictions;

"Privacy Policy"means the privacy policy of Greater Anglia. The current version of this may be found athttp://www.greateranglia.co.uk;

"Registration"means your registration for a 'season direct' ticket with the On-Line Registration Pages;

"'season direct' ticket"means each 'season direct' ticket which is issued to you from time to time by us;

"Transport for London Conditions of Carriage"means the conditions of carriage of Transport for London (TfL), London Bus Services Limited and London Underground Limited. The current version of these conditions is available for viewing on line athttp://www.tfl.gov.uk/termsandconditions/899.aspx; and

"Travelcard"means a season ticket for travel on the London Underground and other defined public transport services in London, subject to the Transport for London Conditions of Carriage, and any applicable special conditions, and subject to any restrictions, including as to the period of validity and zones for which it may be used (further details about the range of Travelcards available may be found at http://tube.tfl.gov.uk/);

"special conditions"means these special conditions relating to the issue and use of the season direct ticket;

"you"or"your"means the individual purchasing a ticket through our on-line ticket purchasing facility;

"we", "our", "us"and"Greater Anglia"means Abellio East Anglia Ltd.; and

"Working Day"means Monday to Friday, except bank/public holidays in England and Wales.

5. CONDITIONS APPLICABLE TO 'SEASON DIRECT' TICKETS

5.1 National Rail Conditions of Carriage

'season direct' season tickets are issued subject to the National Rail Conditions of Carriage, and are season tickets for the purposes of those conditions.

5.2 Validity Period

(a) Start date and expiry date
Your 'season direct' ticket is valid for travel from and including the start date printed on the 'season direct' ticket, to and including the expiry date printed on the 'season direct' ticket. Season Direct tickets always start from the 1st of the applicable month to the last date of the same month.

(b) Monthly tickets
Unless otherwise stated in any other Applicable Rights and Restrictions, each 'season direct' issued to you will have a validity period of one month, running from and including its start date, and to but excluding the same day in the following month (or if that day does not exist in the following month, to and including the last day of that month).

5.3 Travel between Designated Stations only

Your 'season direct' ticket permits you to travel on Working Days, during its period of validity, and subject to any Applicable Restrictions, between the Designated Stations by the Permitted Routes.

Your 'season direct' ticket is not valid for travel beyond either of the Designated Stations, or by any route other than the Permitted Routes (except at weekends and Bank Holidays).

You may also break or commence any journey at any intermediate station along the Permitted Routes.

On Saturdays, Sundays and bank and other public holidays in England and Wales, you may use your 'season direct' ticket to travel between any station on train services operated by Greater Anglia.

5.4 Dates and times of permitted travel

Unless otherwise stated in any other Applicable Rights and Restrictions, your 'season direct' ticket permits you to travel at any time on any date within the period of validity of the 'season direct' ticket.

5.5 Restrictions as to train operator

Unless otherwise stated in any other Applicable Rights and Restrictions, you may only use your 'season direct' ticket to travel on train services operated by Greater Anglia.

5.6 Class of accommodation

Your 'season direct' ticket is only valid for travel in the class of accommodation specified on your 'season direct' ticket, or if no class is stated, standard class.

5.7 London Underground and Bus Services

'season direct' tickets are not valid on the London Underground or on bus services.

5.8 Refunds

'season direct' tickets are non-refundable except in the circumstances set out in the National Rail Conditions of Carriage, where condition 36 apply and where evidence can be supplied of loss of employment or long term (more than 1 month) sickness.

5.9 Non-Transferable

'season direct' tickets are non-transferable. A 'season direct' ticket may only be used by the person for whom it was bought. It cannot be resold or passed on to anyone else.

5.10 No other rights

Your 'season direct' ticket gives you no rights to travel on any train except those expressly conferred by the 'season direct' ticket.

5.11 Photocard

A photocard is required to buy a 'season direct' ticket, and you must hold and produce on request a photocard when travelling with your 'season direct' ticket.

6. ADD-ON SERVICES

6.1 London Underground and Bus Travel

(a) Separate Travelcard
If travel on the London Underground or London bus services is required, you may order as part of your Registration a separate monthly Travelcard. There are a range of choices as to the rights and restrictions (including zones) applicable to your Travelcard.

(b) Issue of Travelcard
If you do so, this Travelcard will be issued by us, along with your 'season direct' ticket, subject to the Transport for London Conditions of Carriage, with the same period of validity as your 'season direct' ticket.

(c) Class of Travel on Travelcards
Irrespective of the class of travel on the 'season direct' ticket, any Travelcard requested as part of this offer will be issued for Standard Class travel

6.2 Car Parking

Car Park tickets are only available for parking at Norwich Multi-storey if purchased through 'season direct'.

(a) Applying for your ticket
You may apply for your car park ticket by applying via the 'season direct' On-Line Registration Pages. All other car park tickets must be purchasd separately through NCP.

(b) Issue of car parking ticket
Your car parking ticket will be issued by us, along with your 'season direct' ticket with the same period of validity as your 'season direct' ticket.

(c) Cancellation
We may at any time decline to issue you with further car parking tickets at our sole discretion.

Car Parking tickets for other stations must be purchased direct through NCP and are not subject to 'season direct' terms and conditions.

7. REGISTERING FOR SEASON DIRECT

7.1 Your information

You must complete the On-line Registration Pages with all of the information requested.

7.2 Photocard

In order to complete your Registration you must hold a photocard and provide its number. Your Registration will not proceed if you do not provide a valid photocard number. If you do not already hold a photocard you may obtain one from your local station. Your photocard number is printed on your 'season direct' ticket.

7.3 Passwords and Fraud

As part of the application process you will be able to choose a username and password to allow you to access and manage your Registration. You are responsible for the security of your password. You agree not to divulge your password to any other person. You also undertake not to allow any other person to access your Registration using your password.

7.4 Direct Debit

Payments for your 'season direct' ticket may only be made by electronic direct debit. You must provide as part of your Registration your bank account details, including your account number and sort code, you must have the authority to set up direct debits on the account for which you are giving details. If you fail to do so, your Registration will not proceed.

Payments can not be made from bank accounts which do not support electronic direct debit transactions.

7.5 Data Protection

All personal data you provide will be used and processed by us in accordance with our Privacy Policy.

7.6 Age

The On-Line Registration System may only be used by persons over 16 years old.

7.7 Previous Registrations

You may not re-apply for a 'season direct' ticket within three months of the date of the cancellation of your last 'season direct' ticket by you.

7.8 Existing season ticket holders

There is no special arrangement to convert your existing season ticket to a 'season direct' ticket. In most cases it will be advantageous to apply when your current ticket is due to expire.

7.9 First Start Date

The start date for your first 'season direct' ticket must be at least 20 Working Days from but excluding the date on which you complete your Registration, to enable us to set up your Direct Debit mandate and to post your 'season direct' ticket to you.

The next start date that your ticket can be available from is shown during the application process. It should be noted that there may be only one start date available when you apply, so the time between when you apply and the start date may be longer than 20 days.

7.10 Confirmation of Registration

Once you have submitted your application for Registration in the On-Line Registration Pages, we will acknowledge receipt by sending you an email to the address you have given in your Customer Profile in 5 Working Days.

7.11 First Payment

We will draw your payment for your first 'season direct' ticket, the joining fee, and any Travelcard and car parking ticket you may have ordered, from your account on or after the 12th Working Day before the start date of your first 'season direct' ticket.

8. MONTHLY RENEWAL

8.1 Automatic Re-issue

Following issue of your first 'season direct' ticket, we will automatically send to you and you agree to purchase a 'season direct' ticket, and Travelcard and car parking ticket, every month until you or we decide to cancel your Registration in accordance with special condition 15.

8.2 Start date for re-issues

Unless otherwise stated, each 'season direct' ticket, Travelcard and car parking ticket will start on the date following the date of expiry of your previous 'season direct' ticket and will have a validity period of one month. 'Season direct' tickets, Travelcards and car parking tickets are dated to ensure that you always have a valid ticket with each new ticket following from the previous one.

8.3 Monthly Payment

We will draw your payment for each subsequent 'season direct' ticket, and associated Travelcard, and car parking ticket, from your account on or after the 12th Working Day before the start date for that 'season direct' ticket.

9. POSTING OF 'SEASON DIRECT' TICKETS and TRAVEL CARDS

9.1 Posting date

We will post to you each 'season direct' ticket (along with any Travelcard so that it is delivered to you before its start date).

9.2 Non-delivery

If your 'season direct' ticket or any other item does not arrive 2 Working Days before its start date, please contact our Customer Contact Centre immediately and we will arrange at our cost for a replacement to be made available.

9.3 Refunds for rail travel

If we fail to deliver your 'season direct' ticket by its start date, then the following procedure should be followed. For each journey you make which would otherwise have been covered by that 'season direct' ticket, until you receive your 'season direct' ticket, Travelcard you will need to purchase the appropriate standard/first class ticket (depending on the options you have chosen for your 'season direct' ticket). You should then send the ticket(s) in to our Customer Contact Centre for us to give you a refund. Refunds will be credited against any payments due from you. THIS SHALL BE OUR MAXIMUM LIABILITY TO YOU FOR LATE OR NON-DELIVERY OF ANY 'SEASON DIRECT' TICKET.

9.4 Persistent non Delivery

Where delivery to your registered address fails on 2 or more occasions in the 12 month period prior to (but not including) the date on which a replacement is requested, no further replacement tickets or refunds under special condition 9.2 will be provided.

We may require future tickets to be collected from a station agreed by us or sent to your registered address using registered post.

10. CHARGES

10.1 Price of 'season direct' ticket

(a) Where prices may be obtained from
The prices for 'season direct' tickets are set out on our website, and in particular the On-Line Registration Pages. Prices can also be obtained through our Customer Contact Centre.

(b) Initial price of your 'season direct' ticket
The initial price of your 'season direct' tickets will be the price specified for your selected ticket configuration (including Designated Stations) specified in the On-Line Registration Pages when you applied for Registration or amended your ticket details under special condition 12 below.

The initial price will apply if you have resigned when you rejoin.

(c) Ongoing Price of your 'season direct' ticket
The ongoing price is the price that will be charged for subsequent months, until amended.

(d) Short distance journeys
On some short distance journeys, the 'season direct' ticket price may not be cheapest ticket open to you. Please speak to our Customer Contact Centre if you have any doubts whether the 'season direct' ticket is the most economic option open to you.

(e) Class of accommodation
On some services we offer both First Class and Standard accommodation. Where applicable a choice of class will appear when you apply for Registration, and will be stated on your 'season direct' ticket.

(f) Variation
We may vary the price of your 'season direct' ticket from time to time by notice to you to your e-mail or postal address stated in your Customer Profile, which variation will apply to the 'season direct' tickets we issue to you on or after the date of the variation stated in our notice. This does not affect your rights to cancel your Registration if you do not accept this variation, in accordance with special condition 15.

10.2 Travelcards

Where you order a Travelcard with your 'season direct' ticket, the price for this will be the published price for such Travelcard from time to time, and will vary as and when such published price varies.

10.3 Car Parking

Pricing for Car Parking tickets applies to Norwich Multi-story car park ONLY.

(a) Price
The price for Norwich Multi-Storey car parking ticket will be as stated from time to time on the On-Line Registration Pages.

(b) Variation
We may vary the price of your car parking ticket from time to time by notice to you to your e-mail or postal address stated in your Customer Profile, which variation will apply to any car parking tickets we issue to you on or after the date of the variation stated in our notice. This does not affect your rights to cancel your Registration if you do not accept this variation, in accordance with special condition 15.

10.4 Administration charge

(a) Amount
Where an administration charge is stated to be payable by you under these special conditions, our administration charge as at 27 February 2014 is £10.00.

(b) Variation
We may amend the administration charge by notice to you by e-mail or by a general notice posted from time to time on our website.

10.5 VAT

Rail tickets are not subject to VAT and therefore no VAT is charged. You will be responsible for any other taxes, duties and any other charges arising from bookings made on-line.

11. DIRECT DEBIT PAYMENTS

11.1 Requirement for Direct Debit

Payments for your 'season direct' ticket, and any other payments due from you (including for Travelcards, car parking tickets and administration charges) may only be made by electronic direct debit, unless otherwise agreed. You must ensure that we are provided with your account number and sort code and that we are authorised to collect payments from your account.

11.2 Collection of payments

We will set up a monthly Direct Debit with your bank, from which we will draw payments due in respect of your 'season direct' tickets, Travelcards, and car parking tickets. We may collect any joining fee, administration charges or other administration charges from your account as soon as they become due.

11.3 Failure of Direct Debit

It is a condition of your Registration that all Direct Debit payments are made on request. If any Direct Debit payment is refused for any reason (including due to incorrect account details), we will notify you by e-mail to the address stated in your Customer Profile, and we will not issue you with any further 'season direct' tickets, credits or other items until the Direct Debit payment has been received in full. This may mean that there is a delay to your receiving your next 'season direct' ticket. We may charge you an administration fee for each Direct Debit payment that is refused. Failure to make a payment by Direct Debit on two or more occasions for whatever reason (unless due to the action or failure of Greater Anglia or its agents) will result in cancellation of your Registration. Therefore you will not be able to re-apply for three months and the initial price applicable at the time of re-joining, will be charged.

11.4 Payment date not a Working Day

If any day on which we would draw any payment by Direct Debit is not a Working Day, then we will draw the payment on the next Working Day.

12. MANAGEMENT OF YOUR REGISTRATION

12.1 Your information

You are responsible for ensuring that all information you provide is complete and accurate, and for keeping your Customer Profile up to date. We may from time to time ask you by e-mail to reconfirm any information you have provided.

12.2 Change of address or banking details

(a) Method
You may change your address or bank details at any time through our On-Line Registration Pages or by contacting our Customer Contact Centre. Changes will not necessarily be applied with immediate effect.

(b) Early Notification
If you notify us of the change by the commencement of your next 'season direct' ticket then such change will apply to your 2nd 'season direct' ticket due to be issued. Ie. Change received 30/06/14 Change effective from 01/08/14.

(c) Late Notification
If you notify us any later, then we may not be able to implement the change until the 2nd following 'season direct' ticket, Ie. Change received 03/07/14 - Change not effective until 01/09/14.

(d) Confirmation
We will confirm to you any changes you make by e-mail to the e-mail address in your Customer Profile.

12.3 Changes to your 'season direct' ticket details

(a) Method
You may change your specification for your 'season direct' ticket, including your choice of Designated Stations and class of travel at any time, and any associated Travelcard and car parking through our On-Line Registration Pages or by contacting our Customer Contact Centre. Changes will not necessarily be effective immediately.

(b) Price Changes
Any such change may involve a change to the price of your 'season direct' ticket or Travelcard.

(c) Early Notification
If you notify us of the change by the commencement of your next 'season direct' ticket then such change will apply to your 2nd 'season direct' ticket due to be issued. Ie. Change received 30/06/14 - Change effective from 01/08/14.

(d) Late Notification
If you notify us any later, then we may not be able to implement the change until the 2nd following 'season direct' ticket, Ie. Change received 03/07/14 - Change not effective until 01/09/14 (and associated Travelcard).

(e) Current Season Ticket
Unless otherwise agreed, any such change will not affect your current 'season direct' ticket or Travelcard. If you wish to apply the change to your current tickets, then contact our Customer Contact Centre, and we may make a one-off charge to you for any additional price payable as a result of such change to your current tickets, as well as any change to the charges and prices payable by you for future tickets.

(f) Confirmation
We will confirm to you any changes you make by e-mail to the e-mail address in your Customer Profile.

13. PROBLEMS WITH YOUR 'SEASON DIRECT' TICKET

The following terms apply only to your 'season direct' ticket, and not to any Travelcard.

13.1 'season direct' ticket left at home

(a) Refund of other rail tickets
If you leave your 'season direct' ticket at home and need to purchase a ticket to make a journey which would otherwise have been covered by your 'season direct' ticket, we will refund the cost of this ticket to you. We may decline to issue a refund, if we have already done so on 2 or more occasions in the 12 month period prior to (but not including) the date on which the refund is requested.

(b) Procedure
To request a refund you will need to send the ticket to the 'season direct' Customer Contact Centre with your details and 'season direct' ticket number within 28 days of the date you travelled with the replacement ticket.

13.2 Loss of 'season direct' ticket

(a) Issue of duplicate
If you lose your 'season direct' ticket we may in accordance with the National Rail Conditions of Carriage at our discretion issue a duplicate. This will not normally exceed one issue per 12 month period. If you have been issued a duplicate Season Direct ticket and you find the original, you must send it back to the Season Direct office immediately via registered post.

(b) Administration charge
We will make an administration charge for the issue of any duplicate.

(c) Procedure
If you lose your 'season direct' ticket you should contact the Customer Contact Centre immediately.

(d) Short period remaining
Please note where there is only a short period remaining on your 'season direct' ticket we may in our discretion ask you to purchase tickets from the ticket office until your next 'season direct' ticket starts , the cost of which we will refund if you send the tickets to our Customer Contact Centre.

(e) Administration charge
We will make an administration charge for the special issue of any duplicate or for refunding any tickets purchased under the above Condition.

13.3 'season direct' ticket does not function

If your ticket can no longer be read easily or does not work the automatic ticket gates, then contact the 'season direct' Customer Contact Centre who will arrange for a new ticket to be sent to you. No administrative charge is payable for this.

14. REFUNDS

14.1 Entitlement to Refunds

You are not entitled to refund on your 'season direct' ticket, except in the circumstances expressly permitted by the National Rail Conditions of Carriage, as detailed in condition 36 and where evidence can be supplied of loss of employment or long term (more than 1 month) sickness. You are not entitled to any refund on any Travelcard except in accordance with the Travel for London Conditions of Carriage. Any refunds on your car parking ticket are at the discretion of Greater Anglia.

14.2 General rules for refunds

In any case where we are obliged to or agree to provide a refund the following conditions will apply:-

(a) Procedure
You should contact the Customer Contact Centre quoting your 'season direct' ticket number.

(b) Who must make the refund claim
You must make your claim for a refund yourself and you must provide reasonable proof of your identity, and return all tickets for refund

(c) Time Limits
Your claim for a refund or exchange must be made within the time specified in the National Rail Conditions of Carriage or Travel for London Conditions of Carriage.

(d) Refund Charge
We will make an administrative charge for giving a refund where permitted by the National Rail Conditions of Carriage or Travel for London Conditions of Carriage. We may deduct from the amount of any refund, this administration charge.

(e) Effect of Refund
If we give you a refund, the ticket will be cancelled.

15. CANCELLATION OF REGISTRATION

15.1 Suspension

Upon request and within the timing specified in 15.2(c), we can suspend your ticket for up to two months in any twelve month period. If you require further time, we will cancel your registration. In this case you will not be able to re-apply within three months.

15.2 Cancellation by you

(a) Procedure
If you wish at any time to cancel your Registration for your 'season direct' ticket, you may do so at any time through any method stated in the On-Line Registration Pages, or by contacting our Customer Contact Centre. Changes may not be effective immediately.

(b) End date
You must tell us when you want us to send you your last 'season direct' ticket, otherwise we will assume that your current 'season direct' ticket is to be your last ticket.

(c) Timing of cancellation
If you notify us of the cancellation by the commencement of your next 'season direct' ticket then such change will apply to your 2nd 'season direct' ticket and we will not send you any further tickets. Ie. Cancellation received by the 30/06/14 - Cancellation will be effective from 01/08/14

If you cancel after that time, then you will still be obliged to accept and pay for your next 'season direct' ticket, unless we otherwise agree, and subject to your rights to request a refund

(d) Refunds
Nothing in this Condition affects any right you have to request a refund of your 'season direct' ticket under special condition 14.1

15.3 Cancellation by Greater Anglia

We may at any time cancel your Registration by notice to you by e-mail at your e-mail address stated in the Customer Profile. Our notice will say what is to be your last 'season direct' ticket.

15.4 Effect of cancellation

(a) No further tickets
The effect of you or Greater Anglia cancelling your Registration will be that we will cease to send you any further 'season direct' tickets and Travelcards after your last 'season direct' ticket.

(b) Cancelled Tickets
If at the time of your cancellation, we have already issued you with your next 'season direct' ticket or Travelcard and you are entitled to a refund under special condition 14.1 you must not use these, and must return these to us within 5 Working Days.

(c) Refund of Direct Debits
If at the time of your cancellation, we have already collected payment for any 'season direct' ticket, and you are entitled to a refund under special condition 14.1, we will refund this payment to your account.

16. DELAYED JOURNEYS

16.1 Procedure

If you wish to make a claim for a delayed journey, please contact the Customer Contact Centre within 28 days of completing the relevant journey.

16.2 Payment

Where you are entitled to be paid compensation for any delayed journey under the National Rail Conditions of Carriage and the Greater Anglia passenger's charter, such compensation will be given to you as a credit against your next direct debit payment rather than travel vouchers.

17. GENERAL

17.1 Entire Agreement

These special conditions set out the entire agreement with us in respect of your registration for and use of 'season direct' tickets.

17.2 Third Party Rights

The Contracts (Rights of Third Parties) Act 1999 shall not apply, and no person other than you or us shall have any rights under any contract between you or us to which these special conditions apply.

17.3 Governing Law

Any contract between you and us to which these special conditions apply shall be governed by and construed in accordance with English law and both parties submit to the exclusive jurisdiction of the English courts.

17.4 Notices

Any notice given by either us or you under these special conditions shall be properly given if in writing and sent by first class post or e-mail to (a) in the case of notices to us, to our Customer Contact Centre, and (b) in the case of notices to you, to your address and/or e-mail set out in your Customer Profile. Any notice shall be deemed to be served in the case of postal notice, on the second Working Day from but excluding the day of posting, and in the case of electronic mail at the time it is received at the intended recipients mail server and is accessible by them (or in the case of notices to us, on the next Working Day if that day is not a Working Day).