Company & Contact Details:

The Kent & East Sussex Railway Company Limited
A charitable company, limited by guarantee and not having a share capital.
A company registered in England No.1007871
VAT No.202 1098 21
Registered Charity No.262481

Colonel Stephens Railway Enterprises Ltd
A wholly owned subsidiary of the Kent & East Sussex Railway Company Limited
A company registered in England No.2668156
VAT No.583 7827 90

Registered Address:

Tenterden Town Station
Station Road
Tenterden
Kent
TN30 6HE
UK

Contact:

Telephone 01580 765155
Email [email protected]
Fax 01580 765654

https://www.facebook.com/KentandEastSussexRailway
https://twitter.com/KandESRailway
https://www.instagram.com/k_and_esr/
https://www.youtube.com/channel/UCYuvdq_qD1bQRc_B72zm3Tw
http://www.tripadvisor.co.uk/Attraction_Review-g503919-d261283-Reviews-Kent_East_Sussex_Railway-Tenterden_Kent_England.html

Return of Goods

We want you to be 100% happy with your goods. Should you have any reason to return items purchased from our shop, they may be returned within 28 days of receipt providing that they are returned in the original packaging and in the condition in which they were sold. Exceptions to this guarantee are for DVD's, which unless they prove faulty in manufacture, will not be refunded or exchanged.

Returned goods must be accompanied by the invoice number, date of purchase and reason for return.
Please note: That you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or if the item is faulty. As soon as we receive the item(s) as above, we will refund the relevant part of the purchase price for that item together with the items normal postage charge. We cannot refund any priority, express or courier component of the postage charge.

For more information on your right to withdraw from your purchase within the fourteen working day cooling-off period, visit https://www.citizensadvice.org.uk.

Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm

Day Train Tickets

The purchase of Train Travel and Event Tickets is governed by our standard policy. You should not proceed with a purchase if you do not agree to our Terms and Conditions.

Tickets are non-refundable.

We advise all visitors to arrive at least 20 minutes prior to departure time. Where made, seat reservations will be maintained only until 10 minutes before the pre-booked departure time.

No refunds are given for missed trains.

The K&ESR will use every reasonable endeavour to operate the advertised train service but cannot guarantee that services will be hauled by a particular locomotive or type of traction. Locomotives planned to be operating on any day are for indicative purposes only and are subject to change without notice. Unforeseen circumstances or events may entail alterations or cancellations. No refunds are payable in the event of a change in planned steam haulage or substitution by diesel (or vice versa).

Accommodation on later trains on the date of booked travel cannot be guaranteed. Where such is possible, a rebooking administration charge will be made.

Event tickets are very popular & we regret that we are unable to provide accommodation on later services if you miss your booked train. Please ensure you allow sufficient time for your journey.

Alterations requested to confirmed bookings will be made at the discretion of K&ESR and will be subject to an administration charge per person. Travel tickets and vouchers must be returned to, and received by, us by no less than 48 hours prior to the specified date.

The K&ESR is a registered educational charity and operates using heritage equipment. The primary purpose of the K&ESR is the provision of a heritage experience and not the conveyance of visitors to a precise timetable or by the use of specific locomotives.

A photographer may be present taking photographs for K&ESR marketing purposes.

Please note that pets and dogs, with the exception of assistance dogs, are not permitted at major events or within First Class accommodation: please call us if you are unsure.

Unless otherwise shown, platform tickets are not available during major events.

Read our Conditions of Carriage relating to passengers and luggage, which form part of our Terms and Conditions.

Terms and Conditions are subject to change without further notice.

Santa Specials

Santa Specials will operate in all but the most severe weather conditions. Should severe adverse weather conditions force us to cancel the advertised services, a replacement Santa Special will operate between Christmas & New Years day. Your ticket will be transferred to this service and a refund will not therefore be available.

Our Santa Specials are very popular & we regret that we are unable to provide accommodation on later services if you miss your booked train. Please ensure you allow sufficient time for your journey - including adverse weather, traffic and finding a parking space.

A photographer may be taking photographs for K&ESR marketing purposes.

Please note that pets and dogs, with the exception of assistance dogs, are not permitted at this event or within First Class accommodation: please call us if you are unsure.

Tickets are non-refundable.

Platform tickets are not available.

There is very limited seating for people with restricted mobility. Any requirement for wheelchair/mobility scooter access must be made clear at the time of booking.

Conditions of Carriage relating to passengers and luggage form part of our Terms and Conditions.

Terms and Conditions are subject to change without further notice.

The purchase of Santa Special ticket(s) indicates your agreement to our Terms and Conditions.

Tickets for dining and catering services

Tickets for dining and catering services are non-refundable.

We advise all visitors to arrive at least 30 minutes prior to the booked train departure time.

No refunds are given for missed trains.

However, if you are able to notify us in advance of your non-attendance, because of illness for example, and we are able within this notice period to re-sell your reserved seats, a refund less an administration charge will be made.

Alterations requested to confirmed bookings will be made at the discretion of K&ESR/CSRE and will be subject to an administration charge per person. Tickets must be returned to, and received by, us by no less than 48 hours prior to the specified date.

Please note that pets and dogs, with the exception of assistance dogs, are not permitted within dining accommodation.

Gift Cards

Buying your K&ESR Gift Card

Gift Cards are available to purchase for any amount between £10 and £500 by calling the Booking Office on 01580 765155. A range of Gift Cards are also available to purchase online and from our Gift Shops.

Spending your K&ESR Gift Card

Once activated, you can use the value on Gift Cards in full or part payment for K&ESR tickets (excluding A Day Out with Thomas), pre-booked On-Train Catering, and in our Gift Shops. Gift Cards are not currently available to spend online, in Station Catering outlets or onboard our trains. If an item purchased with a Gift Card is subsequently refunded, money will be returned to a Gift Card.

Cancellation

If you purchased your Gift Card online or over the telephone, you can cancel your Gift Card purchase and receive a full refund of the price paid for a period of fourteen days beginning the day after the date of delivery of your Gift Card. The K&ESR will also refund any delivery charges. However, you will be responsible for the cost of returning the Gift Card to us, if we request it. To cancel your Gift Card purchase, please telephone our Booking Office on 01580 765155. You will need to provide the order number given at the time of purchase which can be found in your order confirmation email. Other than as set out above, we regret that Gift Cards cannot be exchanged or refunded after purchase.

Terms & Conditions

1. All monies on the card must be used by the expiry date, which is 24 months from the date of purchase or last usage. Any balance remaining after this date will be deducted and the card cancelled.
2. The monies on this card cannot be exchanged for cash or used to purchase further Gift Cards. Following use, any remaining balance will be stored on the card and may be used to pay for future purposes up to 24 months from the date of card purchase or last usage.
3. Please protect this card and treat it as cash. The K&ESR will not accept liability for lost, stolen or damaged cards. Gift Cards which are defaced, altered or cancelled will not be accepted. The balances on lost cards cannot be returned. The K&ESR is not responsible for any unauthorised use of Gift Cards. Gift Cards are non-refundable.
4. To check the remaining balance or expiry date of your card, call 01580 765155.
5. This card is not a credit, debit or cheque guarantee card.
6. The K&ESR reserves the right to amend these terms and conditions at any time and to take appropriate action, including the cancellation of the card, if, in its discretion, it deems such action necessary. This does not affect your statutory rights.
7. Issued by the Kent & East Sussex Railway, Tenterden, Kent TN30 6HE 01580 765155

Read the terms and conditions relating to other products and services here

Data Protection & Your Privacy

This explains how we use any personal information we collect about you when you use this website, or telephone us, and make purchases from the K&ESR and/or CSRE Ltd.

If you conduct transactions with us, subscribe to our mailing lists or newsletters or register for access to the staff area, you will be asked to provide certain information in order that we can provide the products or services you have requested and to authenticate your identity when you login. If you voluntarily complete customer surveys, provide feedback or participate in competitions run by the K&ESR or CSRE, we may also collect information about you.

We also collect website usage information using cookies. We use cookies to ensure that we give you the best experience on our website. Each time you use the site we’ll also collect information including domain name/IP address, referring URL, browser and platform, time of visit, pages visited and any searches performed – this information may be used to help us improve the performance of our website and for assessing the suitability of or requirements for certain services.

If you have requested, we may also contact you about special offers, events and other products and services we think may be of interest to you.

We may monitor and record telephone conversations with you and use them for staff training, quality and security purposes.

We do not sell information about our customers or site visitors to third parties.

Our sites provide users with the opportunity to choose whether they wish to receive communications from us at the point where we request information. As a visitor to our website, the information you choose to share with us will be treated in the strictest confidence. We do not share your information with companies outside the K&ESR and your details are held in accordance with the requirements of the General Data Protection Regulations.

You may

    • view the information we hold about you
    • have your information removed from our database to not receive future communications from us

by sending an email with your request to [email protected]

If you have any questions about your dealings with this website, you may also write to us at:

Kent & East Sussex Railway, Tenterden Town Station, Station Road, Tenterden, Kent, TN30 6HE

Page Updated 3rd September, 2017

Cookies

A cookie is a text file sent by a web server - a device where one or more websites are stored - to a web browser, and stored by the browser. The text file is then sent back to the web server each time the web browser requests a page from the web server. This enables the web server to identify and track the web browser and provide richer user experiences for visitors to a web site.

Our website is powered by the Joomla web Content Management System (CMS). By default, Joomla CMS automatically installs a cookie into your web browser as soon as you visit this website. Below, this cookie is referred to as a "session" cookie; that means, the cookie lasts only as long as your current session when using our website.

If you enter our online booking engine then that too includes additional cookies, and will operate in much the same way: to store your purchase choices while you complete your purchase in our shopping cart.

Currently, we use cookies on this website to count the numbers of visitors and understand how to serve our visitors and customers better. We may install and use various plugins or extensions that help enrich the experience of using this website, and which may also use additional cookies, to, for example, monitor how successful each plugin or extension is, or further count the number of times a plugin or extension is used. In this way, those providers can measure the effectiveness of their solutions and make changes to improve their products.

We use Google Analytics to analyse the use of this website. Google Analytics generates anonymous statistical and other information about website use by means of cookies, which are stored on users' computers. The information generated relating to our website is used to create reports about the use of the website. Google will store this information. Google's privacy policy is available at: http://www.google.com/privacypolicy.html

The following link provides information about cookies: AllAboutCookies.org

The information above is believed to be true at the time of writing this update and is provided in good faith.

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We would like to send you information about the products and services we offer and which may interest you. You may opt out at any time. If you no longer want us to contact you for marketing purposes please either update your preferences below or contact us by email at [email protected] (letting us know what type of marketing you no longer wish to receive)

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We are unable to accept card payments on our trains, with the exception of the Wealden Pullman where cards are accepted in respect of Bar Account payments. Cashback is normally available from catering outlets at Tenterden Town Station.

None of the above affects your statutory rights.