Ravenglass & Eskdale Railway Privacy Policy

We collect information about you for three reasons: firstly, to process any online orders/enquiries, secondly to provide news if you are a subscriber and thirdly to provide you with the best possible service. We thought you may like to how we collect certain information or data about you and your visit to our website when you use www.ravenglass-railway.co.uk

Company:
relates to any legitimate company, on which you are directly employed, authorised on behalf of or plan to start.
GDPR:
relates to The General Data Protection Regulations due to come into effect on 25th of May 2018.

We will be collecting:

  • Search terms you have used to either find our website or used on our website, a record of all browsing behaviour including links clicked. This is done via a cookie which is set on your first arrival to our website and the contents of any form you submit to us. Our complete Cookie policy is highlighted in a separate link.
  • Information that will help us contact you in the future like: name, company name, address, phone and email.
  • And retain all personal information disclosed by you to us, we will not seek to append personal data from external sources.
  • Information on engagement with the emails and SMS messages you receive from us.
  • The IP address your router freely transmits to our web servers.
  • Your browser user agent, as freely transmitted by your computer. This includes your browser build information, your device type and your computer’s operating system.

We will not be collecting:

  • Information about browsing habits outside of our own domains (www.ravenglass-railway.co.uk)
  • Personal information relating to you and your private life, such as gender, age.
  • This data is held in a state of the art highly protected data storage environment within the UK and will be used to:
  • Improve the content and relevance of what we send to you,
  • Help improve the content we display on our website,
  • Answer any questions you may have submitted and retain this information to ensure a fast and effective service in the future,
  • Provide you with the fastest access to the latest content relevant to you,
  • Ensure we remain compliant under the terms of the GDPR.

WHERE DO WE STORE YOUR DATA?

We only store data with UK Force24 managed secure environment. Your data will never be transmitted outside of the UK. Unless you have specifically requested us to do.

EMAIL AND SMS OPTIONS

Ravenglass & Eskdale Railway use the Force24 platform to send both email and SMS marketing communications, both the Force24 data centre and its support professionals are located within the EU.

By submitting your information of Ravenglass- Railway.co.uk into one of the data capture points you are confirming the following:

  • You are doing so in your capacity as a representative of the company.
  • You are over 18 years of age.
  • You are accepting the relevance of our marketing email communications
  • You are providing contact information that will facilitate the communication between Ravenglass & Railway Co. Ltd and you, the client.

Should you wish to stop receiving emails from us ‘The Company’

  • You may use the unsubscribe link, which will be present within the footer of every email and SMS we send to you. Your subscription preferences will be immediately updated.
  • You may write to Ravenglass & Eskdale Railway, specifically requesting your removal (addressed to: Data Controller, Ravenglass & Eskdale Railway, Ravenglass Station, Cumbria, CA18 1SW), your request will be actioned upon within 28 days of its receipt. You must include your name and email address for us to ensure its removal.

Please note we cannot accept unsubscribe requests through any other channel.

DATA SECURITY

Due to the open nature of the internet transmitting data to Force24 must only be done via approved data transmission channels. We will endeavour to ensure your data is transmitted to us using the known best practice approaches. It’s important to note, any data you send to us is sent at your own risk.

Once your data is received, it will be stored within the Force24 secure data environment, where we have robust processes and procedures to keep it safe.

DISCLOSING YOUR INFORMATION

We will only pass on the personal information collected if we have a legal obligation to do so.

We will not share your information with any Third Parties.

YOUR RIGHTS

Ravenglass & Eskdale Railway is working hard to ensure it sets an exemplarily standard in data management and usage. Specifically, under the proposed the GDPR you have the right to request the following:

  1. The right to be informed
  2. The right of access
  3. The right to rectification
  4. The right to erasure (or be forgotten)
  5. The right to restrict processing
  6. The right to data portability
  7. The right to object
  8. Rights in relation to automatic decision making and profiling

For more information on GDPR and your rights please see
https://ico.org.uk/for-organisations/data-protection-reform/overview-of-the-gdpr/

If you have questions concerning the processing of your personal data you should contact Railway Manager, Ravenglass & Eskdale Railway, Ravenglass, Cumbria, CA18 1SW email: steam@ravenglass-railway.co.uk or telephone 01229 717171

In the event that you have not received a response within 30 days you have the right to contact The ICO, Wycliffe House, Water Lane, Wilmslow, SK9 5AF, Email: https://ico.org.uk/global/contact-us/email or telephone: 0303 123 1113.

EXTERNAL LINKS

Ravenglass & Eskdale Railway may from time to time link to third party websites displaying useful content. It's important to note this privacy policy specifically covers Ravenglass- Railway.co.uk and .com domains.

Please ensure you have verified the privacy policies on any external websites before submitting personal information.

Company Registration Number: 688 587 | VAT Number: GB 156 5145 64

Terms and conditions for ticket purchase for Ravenglass & Eskdale Railway - September 2020 Revision

All persons riding on the Ravenglass & Eskdale  Railway (the "Railway") and at all times whilst on or at our premises  are subject to the following terms and conditions:

  1. Our enquiry and booking service (the “Booking Service”) is offered as a service to you, the customer, by us, Ravenglass & Eskdale Railway Company Ltd (also referred to as “we”, and “our” or “Ravenglass & Eskdale Railway”), via our website at www.ravenglass-railway.co.uk (the “Website”).
  2. These Terms and Conditions set out the terms of our contract with you in relation to the supply of any ticket that you purchase using the Booking Service. If you do not agree with these terms, you must not use the booking service.
  3. You confirm that you are at least 18 years old and have authority to use the payment method or billing account details you provide for the purpose of settling any payments due from any purchase made through the Booking Service, or that you owe to us. You also confirm that all information supplied by you in using the Booking Service is accurate and that you will not make any speculative, false, or fraudulent reservation.
  4. It is your responsibility to inform us of any changes of address, contact phone number or email address. Our preferred method of contacting you is by email; it is your responsibility to provide a valid email address. Please note the contact phone number should be the number that our staff can contact you by on the day of your visit.
  5. Tickets must be purchased in advance through the booking service on the website. If you have not pre booked your ticket and purchase on the day, you will be required to share your details for NHS Track and Trace purposes. Please download the app in advance of your visit and scan the poster on arrival if you are not purchasing a ticket. Your data will be held for 21 days.
  6. Tickets are only valid on the date, time and seat allocation shown. It is your responsibility to ensure you have been issued with the correct tickets.
  7. Tickets may be purchased up until 09:30 on the day of travel.
  8. Tickets will be issued digitally, and you should have means of showing them during your visit if required.
  9. Tickets are non-transferable and non-refundable. Except in the following circumstances – we are unable to operate the railway due to technical difficulties, extreme weather, or pandemic related restrictions including isolation of either ourselves or you the customer. Please note the ‘rules of 6’ we reserve the right to refuse travel if we feel your party is not exempt under current legislation.
  10. You are required to arrive at your departure station (Ravenglass or Dalegarth) 15 minutes before your advertised departure. You are not required to check in at our booking offices. You must travel in your allocated seats. Please ensure you are dressed appropriately for the weather conditions.
  11. Passengers must wear face coverings on the train, on the platforms and all inside café/retail areas.
  12. If you feel unwell or show symptoms related to Covid-19 please do not visit. You will be entitled to reschedule or refund your ticket.
  13. We will use all reasonable endeavours to ensure that all services operate as planned. However, we reserve the right, where appropriate, whether for safety reasons, or otherwise, and with or without prior notice, to substitute or cancel any service. If a scheduled service is moved or rescheduled, tickets can be exchanged on a like for like basis.
  14. Holders of gift vouchers whether issued by us or third party providers must be booked in advance by telephone to enable tickets to be issued for your journey. They cannot be exchanged for cash alternatives.
  15. Special Event tickets whether purchased through our booking service or via a third party can only be used on the day, time and seat allocation stated. Special Event Tickets are non-refundable except when the event cannot take place
  16. First Class Tickets can be bought in advance and are only available on specific services. No dogs may travel in the First Class carriage. Food and Drink is not permitted in First Class Carriage. If the First Class carriage is moved, reschedule or unavailable tickets may be exchanged or refunded. First Class ticket holders will not be entitled to any refund or compensation if we allow other passengers to occupy First Class seats due to an out of course event.
  17. Group bookings are subject to a minimum of 10 persons. Please contact the office for further information. Please note the ‘rules of 6’ and if your group size exceeds six and is not exempt under the Government guidelines, you are not permitted to travel. We reserve the right to refuse travel to groups larger than six under these guidelines.
  18. Dogs are permitted on all timetabled services. They are required to have a ticket for travel. Dogs must be kept on a short lead and under control. Dogs are not permitted in the First Class Carriage and Railway Museum (unless assistance dogs). Dogs may only use designated areas of the Turntable and Fellbites Cafes.
  19. Bikes cannot be transported on the trains.
  20. We shall not be liable to any passenger for any loss or damage which arises out of or in connection with or as a consequence of the operation or cancellation of any service provided, including but not limited to damage to or loss or property or items belonging to the passenger and any personal injury subject to clause 17. Passengers should be aware that steam operated trains can emit hoot soot and particles during operation.
  21. We only supply the Booking Service for private use. You agree not to use the service for any commercial or business purpose, and we have no liability to you for any loss or profit, loss of business, business interruption, or loss of business opportunity.
  22. Passengers must keep personnel belongings with them at all times. We accept no responsibly for the theft of any property or personnel item whilst travelling on our trains or on our premises.
  23. Clauses in these Terms and Conditions do not exclude or limit in any way our liability for:- a) death or personal injury caused by our negligence; or b) fraud or fraudulent misrepresentation; or c) any breath of the obligations implied by section 12 of the Sale of Good Act 1979 or section 2 of the Supply of Goods and Services Act 1982; or d) losses for which it is prohibited by section 7 of the Consumer Protection Act 1987 to limit liability.
  24. Unnecessary noise (such as that from the use of radio sets, personnel stereos, including MP3 players and any other electrical equipment, or any behaviour likely to cause annoyance to other passengers, is not permitted on any service.
  25. Children under the age of 14 must be accompanied by an adult and remain under the supervision of an adult at all times. Children should be seated away from carriage doors and openings where possible.
  26. All passengers should keep all limbs inside the confines of the carriage. Leaning out or extending arms or legs outside the train during the journey is strictly forbidden and will result in removal from the train at the next available opportunity. Passengers on board carriages with droplight windows must not lean out of the windows or over the carriage side during the journey.
  27. Smoking (including e-cigarettes) is strictly prohibited on board the trains and on the platforms.
  28. Passengers must only board and alight when the train is at a designated stop and when instructed by us.
  29. Passengers must remain seated at all times during the journey.
  30. Whilst waiting for trains passengers should remain on the platforms at all times and only cross the railway tracks at designated crossing points at either end of the platforms.
  31. Passengers are required to maintain and observe social distancing measures at all times from all other passengers who are not part of your group.
  32. We reserve the right, without refund and, where appropriate, to refuse entry onto or remove from the train or platform any person who, in our opinion a)is likely to affect the safety or enjoyment of other passengers by their conduct; or b) has used threatening, abusive or insulting words or behaviour or in any way provokes or behaves in a manner which may provoke a breach of the peace; or c) is likely to endanger themselves, the train, the staff or any other passenger.
  33. All passengers must comply with all relevant statutes, current COVID 19 legislation as laid out by Government law, safety announcements, instructions given by our staff and the regulations in force at the time whilst travelling on the railway.
  34. Breach of any of these Terms and Conditions or any unacceptable behaviour likely to cause damage, nuisance or injury shall enable us to refuse to carry you as a passenger or will result in your removal from the train at the next available opportunity.
  35. We will only use the personal information you provide us to provide the service or to inform you about similar services which we can provide, unless you tell us you do not want to receive this information.
  36. These Terms and Conditions are governed by and shall be construed in accordance with English Law, and any claim brought under these conditions shall be subject to the exclusive jurisdiction of English Law.
  37. Third-party services. When you book a ticket and your preferred product or service is available, the contract for such third-party services (for example, travel company or hotel booking) will be between the relevant supplier and you. We are not a party to any such contractual relationship, and you should read the terms and conditions applicable to such third party services.
  38. We are required by law to retain your contact data under test and trace for 21 days. GDPR legislation applies. Please see point 5 for details on walk up tickets and data collection.

 

WIFI Mobile location code of conduct

We use Location Based Services (LBS) to understand traffic patterns in venues. The location data we capture helps us to understand venues, such as how long customers stand in line and how they generally move around an area, enhancing operational efficiency and improving user experience.

If you would like to find out more about the data we collect through Mobile Location Analytics MLA, take a look at our solution providers location analytics policy, alternatively, you can opt out of location analytics.

 

Ravenglass Railway Camping Coaches - T&Cs

To ensure the maximum enjoyment of your holiday and that of all our other guests, and to ensure the good management of the Railway and for the benefit of all who use it, the following Terms and Conditions will apply.  These terms and conditions form the agreement between us for your occupation of accommodation on the Railway.

In these Terms & Conditions, the expression “you “/”your” means the caravan/motorhome owner and/or occupier and/or occupier of Camping Coach, and the expression “we”/”us”/”our” means the Railway and/or Station Manager.

We reserve the right to ask guests who are on breach of these Terms & Conditions or the Railway  Rules or, who in any other way are behaving in a manner likely to cause distress or nuisance to us or to any other visitors or customers of ours, to leave the premises immediately. In these circumstances the holiday ceases and we shall not be liable for any extra costs incurred by you.

Booking guidelines and rules

Bookings can be made by our website online at www.ravenglass-railway.co.uk or by telephone 01539 587 842, or by emailing us bookings@lakedistrictestates.co.uk.

Holiday booking dates are limited to the following:

  • Check in on Monday or Friday only
  • Min stay 3 nights at the weekend
  • Min stay 4 nights mid week 
  • 7,10 and 14 stays available. 10 night stays can only start on a Friday. 

1. Booking your holiday

1.1 A deposit of £150 for the Camping Coaches will be requested at the time of booking your holiday and the contract between you and us exists as soon as you have received confirmation from us that we accept your booking.

1.2 We accept most major debit and credit cards. Cheques may be made payable to Ravenglass & Eskdale Railway Limited. 

1.3 The balance due is based on the information given at the time of booking, if for some reason this is incorrect then please inform the reservations office before your arrival to make sure that the changes are acceptable with us and please note that this may alter the amount payable (e.g. extra adults, children, dogs etc.).

1.4 Bookings taken within 2 weeks of the arrival require full pre-payment at the time of booking.  Bookings taken with more than 2 weeks lead time; 25% deposit taken at the time of booking and balance taken automatically (from same card details as deposit – unless customers calls prior to provide an alternative card) 2 weeks prior to check in. Final balance payments will be organised and processed by the Central Reservations Team; unless customer makes direct contact prior to this. If the balance is not paid when due, we reserve the right to cancel your holiday and deposits paid may be forfeited.

1.5 The person who makes the booking is responsible for the booking and warrants that they are over the age of 21 and that the party will not exceed the numbers of persons stated or named in the booking.

1.6 Please see below our policy on group bookings.

1.7 We reserve the right to refuse any booking.

2. Arrival and departure

2.1 All guests and visitors will be issued pre arrival instructions and a key code by email.  

2.2 To assist our housekeeping team and ensure that we have the appropriate time to maintain an excellent standard for our future guests, we ask that you vacate accommodation on time.  The Camping Coaches are available from 4 pm on the day of arrival and must be vacated by 10 am on the day of departure.

2.3 As a courtesy, please inform the reservations office if your arrival time is likely to be after 6pm. 

2.5 The Camping Coaches must be left clean and tidy and vacated by the times set out above.  We appreciate that accidents happen and we request that any breakages or damages are reported to the Railway Ticket office on site.  The accommodation condition is recorded during our change over processes and we reserve the right to make charges for any breakages or damages following your departure.

2.6 Every endeavour will be made to allocate guests the unit of their choice however it must be clearly understood that we are unable to guarantee and that acceptance of a booking is not conditional on the allocation of a particular unit.

3. Cancellation policy

3.1 Cancellation of the booking by you. You may cancel your holiday at any time and this must be carried out in writing. Cancellation will be effective on the date it is received in writing by us. However, cancellation charges are payable based on the number of days’ notice we are given as follows:

  • A full refund will be provided to the customer up to 2 weeks before arrival. However, a £10.00 administration charge will be added. This charge can be waivered at the discretion of the Reservations line manager.
  • Cancellations within 2 weeks of arrival are non-refundable and non-transferable; unless the Reservations line manager deems it appropriate.

You may wish to buy holiday insurance for cancellations and for your property/injury whilst away.

3.2 Cancellation of the booking by us.

If we are unable to provide the booked holiday and have to cancel before the holiday is due to start, you are entitled to a full refund of the money you have paid.

Except where the cancellation or change arises from an unforeseeable or unusual occurrence outside our control as described in the next section, we will pay compensation as follows:

Refund of deposit paid

Unforeseeable or unusual occurrences beyond our control include but are not limited to war, threat of war, riot, terrorist activity, natural or nuclear disaster, pandemic, epidemic, forced government closure and fire.

In the event that you are ejected from the premises for a breach of these Terms and Conditions or Railway Rules (available in the arrival information ), no refund will be payable.

4. Group bookings

4.1 We cater for families and couples and do not accept bookings from hen or stag parties etc. We also reserve the right to refuse any booking.

5. Visitors

5.1 Any visitors or guests of yours must adhere to the Railway Rules and are subject to the same terms and conditions as set out in this document.

5.2 The property occupancy is for the number of persons stated on your booking confirmation. Visiting guests must be preauthorised and may be subject to a further charge. We reserve the right to refuse admission to anyone coming onto the premises.

5.3 Any visitors or guests of yours must adhere to the Railway Rules and are subject to the same terms and conditions as set out in this document.

6. Behaviour standards

6.1 You must act in a courteous and considerate manner towards us, our staff and other guests.

6.2 You must comply with the Railway Rules which are available from our Reception Office on request.

6.3 Children must be supervised properly at all times by a responsible adult so they are not a nuisance or danger to themselves or others. Any damage caused to the units will be the responsibility of the children’s parents or guardians.

6.4 This is a working Railway and parents, or guardians are responsible for ensuring that children do not play on the Railway premises or track at any time.

6.5 Children must ride bicycles responsibly on the premises and wear an appropriate safety helmet. Bike must be prebooked on the train. 

6.6 Ball games are not permitted in or around the units under any circumstances.  Ball games are only permitted in the designated play areas in the village. 

6.7 No music, singing or other noise which may cause a nuisance to other occupiers of the units shall be permitted between the hours of 10.30 pm and 8 am and at all other times we would respectfully ask you to be considerate and not cause or create any undue noise or disturbance.

6.8 You should leave the accommodation that you have used in a clean and tidy condition.

6.9 Please place litter in the bins provided and recycle waste items wherever possible in the appropriate containers.

6.10 Please clear up any dog mess and dispose in the correct bins. Dogs must be kept on a long lead within the garden areas and a short lead on the Railway premises. 

6.11 No firearms or offensive weapons are permitted to be kept or used on the park at any time.

6.12 The use of electrical generators is not permitted.

6.13 Washing lines and rotary driers are not permitted unless they are provided by us. 

6.14 Customers must not put rubbish, detergents or any other material which might block the septic tank or sewage system, down the toilets. This would include but is not limited to household wipes, nappies and sanitary products, even if the manufacturer’s information states that they are suitable for being flushed away. If you are in any doubt, please seek clarification as to whether it is acceptable to dispose of certain items down the toilets.

6.15 Campfires are not allowed, and barbeques are only allowed if used on hard standing area (please do not place barbecues on the picnic benches or decking areas).  Please do not dispose of portable BBQ’s in general waste containers under any circumstances.  We are happy to advise of where to dispose of them.

6.16 Anyone found to be damaging Railway equipment will be asked to leave the premises immediately and will be liable for the cost of any repairs or damage caused.

6.17 No logs, branches, twigs etc. may be removed for any purpose from any areas in the park as our wildlife relies on this as habitat.  Guests are reminded that the Railway is situated in an area of outstanding natural beauty and triple SSI. Many of the trees and fauna are protected by law.

6.18 All buildings and accommodation have a non-smoking policy and you must not smoke in or around any buildings or on the Railway premises.

6.19 You must not commit any criminal offence or undertake any criminal activity at the Railway.

6.20 You must not commit any acts of vandalism or nuisance.

6.21 You must not use any unlawful drugs.

6.22 You must not carry on any trade or business at the units. 

7. Vehicles

7.1 All vehicles must be parked following in designated parking areas. Failure to do so may result in you being asked to re-site your vehicle.

7.2 Commercial vehicles and vans are only permitted at our discretion.

7.3 The speed limit on the premises is 10 mph or preferably less and must be observed at all times.

7.4 All vehicles must conform to the Road Traffic Acts and must have road fund licence, valid MOT and insurance. The provisions of the Highway Code apply to all roads on the premises and whilst vehicles are being operated.

7.5 No recreational vehicles (including but not limited to motorised scooters/skateboards and non-road legal motorised vehicles) may be used on the premises, with the exception of accessibility scooters.

8. Dogs

8.1 Well-behaved dogs only are permitted by prior arrangement with us. Such arrangements must be made at the time of booking and incurs a charge of £25 per dog. In the event that a dog is found to have occupied the accommodation, and not been declared, additional cleaning requirements will be required and you will be charged.  We reserve the right to pass on any additional cleaning/ sanitisation or cancellation costs in such cases.

8.2 Dogs must be kept on a short lead at all times and must not be left unattended in the units at any time. 

8.3 Dogs must be exercised off the premises and guests should use the exit nearest their accommodation when doing so.

8.4 Dogs must not be permitted to foul the premises however we are aware that ‘accidents’ do happen and you must clean up immediately if the animal fouls on the premises.

8.5 The permission for a dog may be withdrawn at any time if the dog is, in our opinion, causing a danger or nuisance on the premises and if you are requested to do so by us, the pet must be removed immediately.  What constitutes a danger or nuisance is determined by the Railway Manager.

8.6 No other pets are permitted on the premises.

8.7 All accommodation; maximum of 2 dogs per unit with a charge of £25.00 per dog per stay.

 

9. Ejection from the Railway 

9.1 We reserve the right to ask any person who is in breach of any of these Terms & Conditions or any of the Railway Rules or who in any other way behaves in a manner likely to cause distress or nuisance to us or other visitors to leave the premises immediately. In these circumstances the holiday ceases and we shall not be liable for any extra costs incurred by you.

10. Liability

10.1 We accept no responsibility for any loss or damage that may occur to your car or associated property whilst on the premises, except where such loss or damage has arisen as a result of our negligence of a breach of our duty to you.

11. Regarding COVID-19

11.1 We are open as normal. If you are visiting us, please know that we are doing everything we can to keep our premises clean. As we learn more about Coronavirus (COVID-19) in our communities, Ravenglass & Eskdale Railway want to be transparent about what we’re doing as a company to protect our customers and employees and trust that you can take some degree of comfort and certainty from this.

11.2 We are taking every precaution following government advice. Regarding housekeeping; we have changed our cleaning materials accordingly, follow advice regarding regular hand washing and we have proprietary hand sanitiser stationed around in prominent positions. Everyone is actively encouraged to use hand sanitiser freely.

 

11.3 If you feel unwell whilst on the premises and suspect it might be Coronavirus (high fever/ new persistent cough) we would respectfully ask you to take the following steps;

  • Return Home and seek medical advice
  • Contact the Railway ticket office or email us at customerservice@lakedistrictestates.co.uk, to advise that you have left the premises in those circumstances.

11.4 The safety and wellbeing of our customers and employees is of the utmost importance. We will be monitoring the Coronavirus situation daily and updating our policies as the need arises whilst always complying with Government guidelines.

 

Ravenglass & Eskdale Railway is part of Lake District Estates® group of businesses.
Ravenglass and Eskdale Railway, Ravenglass, Cumbria, CA18 1SW
Email: steam@ravenglass-railway.co.uk
Tel: 01229 717171