Terms of Service

1. Agreement to Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you and Calm Returns ("Company," "we," "our," or "us") regarding your use of our website calm-returns.com and our steam railway services.

By booking our services, using our website, or engaging with our company in any way, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use our services or website.

2. Company Information

Calm Returns
Registered Address: 478 Jacob Spurs, Scarlettberg DD8 1LR, United Kingdom
Phone: +44(0)329275171
Email: [email protected]

3. Services Provided

Calm Returns provides heritage railway experiences including:

• Steam train day trips and scenic journeys
• Private charter services for special events
• Educational tours and workshops
• Themed events and seasonal celebrations
• Group bookings and corporate experiences

All services are subject to availability, weather conditions, and operational requirements.

4. Booking and Payment

4.1 Booking Process

• All bookings must be made in advance through our website, phone, or authorized agents
• Bookings are confirmed upon receipt of full payment
• A confirmation email will be sent containing booking details and important information
• Group bookings (10+ people) may require special arrangements and deposits

4.2 Payment Terms

• Full payment is required at the time of booking unless otherwise agreed
• We accept major credit cards, debit cards, and bank transfers
• All prices are in British Pounds (GBP) and include VAT where applicable
• Prices may change without notice; confirmed bookings honor the price at booking time

4.3 Special Requirements

• Accessibility needs, dietary requirements, and special requests must be notified at booking
• We will make reasonable efforts to accommodate special requirements
• Some accommodations may incur additional charges

5. Cancellation and Refund Policy

5.1 Customer Cancellations

• 48+ hours before departure: Full refund minus 5% administration fee
• 24-48 hours before departure: 50% refund
• Less than 24 hours: No refund unless exceptional circumstances
• Refunds will be processed within 10 business days to the original payment method

5.2 Company Cancellations

• We reserve the right to cancel services due to weather, mechanical issues, or safety concerns
• Full refunds will be provided for company-initiated cancellations
• Alternative dates or vouchers may be offered in lieu of refunds
• We are not liable for additional expenses incurred due to cancellations

5.3 No-Show Policy

• Failure to arrive for your scheduled departure constitutes a no-show
• No refunds are provided for no-shows
• Rebooking may be possible subject to availability and fees

6. Safety and Conduct

6.1 Safety Requirements

• All passengers must follow safety instructions from our staff
• Children under 16 must be accompanied by a responsible adult
• Passengers with mobility issues must inform us at booking
• We reserve the right to refuse service to anyone posing a safety risk

6.2 Passenger Conduct

• Passengers must behave respectfully toward other passengers and staff
• Excessive alcohol consumption or disruptive behavior may result in removal
• Smoking is prohibited on all trains and stations
• Pets are not permitted except registered assistance dogs

6.3 Photography and Recording

• Personal photography for non-commercial use is permitted
• Commercial photography requires prior written permission
• We may use images taken during services for promotional purposes
• Please respect other passengers' privacy when taking photographs

7. Liability and Insurance

7.1 Our Liability

• We maintain comprehensive public liability insurance
• Our liability is limited to the ticket price unless caused by our negligence
• We are not liable for delays, cancellations due to circumstances beyond our control
• Personal belongings are brought aboard at passenger's own risk

7.2 Passenger Responsibility

• Passengers participate in activities at their own risk
• Travel insurance is recommended for all passengers
• Passengers are liable for damage caused by their actions
• Medical conditions that may affect participation must be disclosed

8. Force Majeure

We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to:

• Extreme weather conditions
• Natural disasters or emergencies
• Government regulations or restrictions
• Industrial action or strikes
• Equipment failure or maintenance requirements
• Acts of terrorism or civil unrest

9. Website Terms of Use

9.1 Intellectual Property

• All website content, including text, images, and logos, is our property
• Unauthorized reproduction or distribution is prohibited
• You may view and print pages for personal, non-commercial use

9.2 User Conduct

• Do not use the website for illegal or unauthorized purposes
• Do not attempt to interfere with website security or functionality
• Do not transmit harmful code, spam, or malicious content

10. Data Protection

We are committed to protecting your privacy and personal data in accordance with UK data protection laws. Our collection, use, and protection of your personal information is governed by our Privacy Policy, which forms part of these Terms.

11. Age Restrictions

• Children under 3 travel free but must sit on an adult's lap
• Children 3-15 qualify for discounted child tickets
• Children under 16 must be supervised by a responsible adult at all times
• Some special events may have different age restrictions

12. Complaints and Disputes

12.1 Complaint Procedure

• Complaints should be made in writing within 28 days of the service
• We will acknowledge complaints within 5 business days
• We aim to resolve all complaints within 21 days
• Contact: [email protected]

12.2 Dispute Resolution

• We will attempt to resolve disputes through direct negotiation
• Unresolved disputes may be referred to mediation
• These Terms are governed by English law
• Courts of England and Wales have exclusive jurisdiction

13. Modifications to Terms

We reserve the right to modify these Terms at any time. Changes will be effective immediately upon posting on our website. Significant changes will be communicated via email to registered users. Your continued use of our services after changes constitutes acceptance of the modified Terms.

14. Severability

If any provision of these Terms is found to be unenforceable or invalid, the remaining provisions will continue to be valid and enforceable. The invalid provision will be replaced with a valid provision that most closely matches the intent of the original provision.

15. Contact Information

For questions about these Terms of Service, please contact us:

16. Acknowledgment

By using our services, you acknowledge that you have read, understood, and agree to be bound by these Terms of Service. You also acknowledge that you have read our Privacy Policy and Cookie Policy.

These Terms, together with our Privacy Policy and Cookie Policy, constitute the entire agreement between you and Calm Returns regarding your use of our services.