Terms and Conditions

Sleeper.scot terms and conditions

What are terms and conditions?

These are our terms and conditions. They relate to your purchase of a ticket or other product from us through our website (“Service”). They regulate the Service we provide, the relationship between us and what happens should something go wrong.

Your journey

The purchase of a ticket allows you to travel on the National Rail Network and other systems or modes of transport and with the various Train Companies responsible for your journey. The National Rail Conditions of Travel (“NRCoT”) govern your journey and apply to all domestic (non-international) journeys by passenger trains of the Train Companies on the National Rail Network. The NRCoT establish the minimum level of rights you are entitled to expect. They are available at the National Rail website and should be read by you as they affect your rights and responsibilities. Any variations or restrictions to the NRCoT will be set out by the Train Companies.

Who provides the Service?

Sleeper.scot is operated by Serco Caledonian Sleepers Ltd. For any matter relating to the journey, such as cancellations, closures, missed connections, delays, problems with luggage and refunds you must contact the relevant Train Company with whom you travel. Remember, the NRCoT will apply as a minimum standard and you will be bound by the terms and conditions of the Train Companies who operate the train for your journey.

What do we provide?

Our Service is impartial. We provide a range of products and travel information without recommendation and for your personal use only. You choose which ticket or product is the best for your needs. Individual Train Companies or other retailers may offer National Rail products and prices that are not available on our website. However, we will always have the best value products valid from 1st April 2015 for travel on Caledonian Sleeper services.

Do we charge for the Service?

In certain circumstances, we may make charges in addition to your ticket price. These will be clearly identified. Any taxes or other fees incurred by your ticket purchase will be your responsibility.

Your journey details

At the time your ticket is issued, we will rely on any information provided through our website by you. This means that your destination, departure and arrival times, connections and any required personal or financial information must be correct and complete. We will not be liable for any compensation, expenses, claim or other loss arising from inaccurate or incomplete information provided by you.

For journeys on Caledonian Sleeper from the 1st April 2015 you will find up to date service information including any disruption or changes to times on our website. Please check this information before travelling.

Please note that the information on our website including train and journey times, routes, ticket types, prices and connections for National Rail products is provided by third parties. We cannot therefore guarantee that such information is correct.

You are responsible for verifying such information with the Train Companies prior to departure and checking that you are able to complete your journey. This includes checking with the Train Companies for disruption due to bad weather, strikes, engineering works or other reasons.

Please also note that we cannot provide accurate transit times for travel in urban networks, for example London Underground or Metro services. These systems are operated by independent train operators. You must check for these details especially transit for early or late trains, with those operators.

It is important that you have a valid ticket for your journey without which you may be unable to travel or be obliged to pay the fare plus a penalty. If the ticket is not genuine or is being used in breach of the terms and conditions of the Train Companies, the NRCoT or our terms and conditions, your ticket may not be accepted. This means that you must have any appropriate railcard used in connection with the ticket or qualify to benefit from any reduced prices, discounts or promotions.

Amendments, cancellations and refunds

Depending on the ticket you have purchased, you may be able to amend the dates of travel or other aspects of the ticket. You will be advised at the point of purchase of the terms and conditions relating to the particular ticket you are about to purchase and these will include information on whether, and under what circumstances, you can amend, refund or cancel your ticket. These terms and conditions are decided by the train operating companies providing the fares. It is your responsibility to satisfy yourself that the ticket you are about to purchase meets your needs.

Where you decide to make an amendment or refund which is possible under the terms and conditions of the ticket that you have purchased, we may charge an administration fee of up to £10 per ticket. Please note that, where a refund is made, it will only be for the rail ticket part of the payment, and not for any booking fee, delivery fee or card payment fee.

If you wish to apply for a refund, please complete the process as outlined in our Refunds section.  This may involve filling in our Refunds form and sending your unused tickets to us, or in the case of certain ticket types, we can process online applications for refunds. We cannot accept applications for refunds that are received by us later than midday two days before your scheduled arrival at your destination. We will contact you to confirm if your claim is approved.

How will I receive my ticket?

At the time of your purchase online, you will choose how to receive your ticket. This is your choice and you accept responsibility for the delivery details and its fulfilment unless varied below:

Self-Print tickets

Self-print tickets are now available for certain ticket types to guests who book with us directly.
The PDF tickets will be sent to the email address entered during booking after a separate confirmation email has been received. 

Please note:
Self-print tickets and e-Tickets will all show the same Lead Guest name and are not individual to each guest.
Your self-print ticket(s) will be sent to the email address supplied on the payment page.

E-Tickets


We now offer the option of eTickets with most of our ticket types, although there are a few exceptions.

eTickets can be shown to your on board Host either on your device  as a PDF or added to an Apple wallet.

In your confirmation email, you will recieve two types of attachment:
PK pass - this is used to download the ticket to an Apple wallet
PDF - if youto print your ticket on A4 paper we also include a PDF option

The following ticket types do not offer an eTicket option:
1. Family tickets - these are "self-print" tickets only and are sent in PDF format in your booking confirmation email.
2. Shared products for travel from 25th February 2018 onwards - these are available as "self-print" tickets only and are sent in PDF format in your booking confirmation email.
3. Pet or bicyle bookings
4. Flexipass - these are "self-print" tickets only and are sent in PDF format in your booking confirmation email.
5. Berth Supplements from 25th February 2018 onwards. The Shared Supplement is available as "self-print" tickets only and sent in PDF format in your booking confirmation email.


Collection from a self-service ticket machine or ticket office window at a station

Certain stations have self-service ticket machines from which you can collect your ticket(s). If you choose this method of delivery, you must allow sufficient time at the station to collect the ticket. To collect your ticket(s) you must have both the Collection Reference (an eight digit alphanumeric code that is displayed on your confirmation email) and the same debit / credit card that you used to make the purchase with. If the ticket machine is not working or is not accessible (for example, it is in a locked off part of the station), or there is any other reason why you cannot obtain your ticket from the machine then you should contact the station staff in the first instance. If station staff are not available, or cannot help, then please contact us on our customer service helpline. We will do our best to assist but will not be able to issue you with replacement tickets. You have the responsibility to ensure that you have a valid ticket for your journey.

Your tickets will be ready for collection 15 minutes after you complete your purchase. Please allow for this time.

By Royal Mail First Class post

If this option is available, your ticket will be sent by first class post to a UK address. You must ensure that the delivery address is correct and that you will be able to receive or collect your ticket from this address in sufficient time for your journey. If the delivery address is incorrect and the tickets are not delivered this is the responsibility of the customer. Tickets won’t be repurchased.

As your tickets can take several days to arrive, please ensure that you leave sufficient time for their arrival and notify us at least 24 hours before departure if they have not arrived by post.

By Royal Mail Special DeliveryTM Next Day

If this option is available, your ticket(s) will be sent by Royal Mail Special DeliveryTM Next Day to a UK address. You must ensure that the delivery address is correct and that you will be able to receive or collect your ticket from this address in sufficient time for your journey.

Royal Mail Special DeliveryTM Next Day aims to deliver your ticket(s) by 13.00 on the next working day, providing that you have completed your ticket order by 15.00 on a working day. You or another person must be present at the address in order to sign for your ticket(s); if no-one is available to sign for your ticket(s) then Royal Mail will not deliver the ticket(s) and you will need to collect them at your own cost at a later date. We cannot be liable for any consequential loss if you are not able to sign for delivery.

You should be aware that Royal Mail Special DeliveryTM Next Day may take place up to 17.30 (rather than 13.00) for some postcodes, chiefly Scottish Highlands and Islands; and that Royal Mail Special DeliveryTM Next Day will take two or more working days for delivery (by 17.30) to some Channel and Scottish islands. You should check full details which can be found at the Royal Mail website.

What if something goes wrong with the Service?

This clause does not affect your statutory rights as a consumer.

We make every effort to supply the Service using reasonable care and skill but we are not liable for the provision of information used in the Service that is provided by third parties. Such information can be subject to change.

We shall have no liability in respect of your negligence or failure to follow our instructions (oral or in writing), misuse, alteration or abuse of the Service.

Any loss or damage you suffer on your journey is governed by the NRCoT and the relevant Train Companies’ terms and conditions. You should contact them in the event of a problem.

We shall not be liable to you by reason of any delay in performing, or any failure to perform, any of our obligations in relation to the Service, if the delay or failure was due to any cause beyond our reasonable control. If we fail to deliver your ticket in sufficient time before your departure and such failure was within our control or we have been negligent, then you should contact us. Any reimbursement will be limited to the cost of the replacement ticket.

As far as the law allows, we will not be liable for any damages resulting from loss of profits, business data, goodwill, contracts, revenues or other costs or losses arising out of or resulting your use of the Service. All warranties, statements and representations relating to the information, products and services provided as part of the Service are excluded as far as the law allows.

Our liability to you for death or injury resulting from our negligence is not limited.

What are my responsibilities?

You confirm that the decision on which ticket or product to purchase is wholly yours and that you will be responsible for deciding the delivery method. You will also check that it is suitable for your needs and that you have the ability to receive the Service and pay for it. You agree to pay any additional charges levied by a network provider, mobile operator or similar service provider that you may incur.

You also agree that you are using the Service for your own personal use or on behalf of a person for whom you are legally authorised to act. By using the Service, you warrant that you are legally entitled to use the debit/credit card and provide the personal details and that you will be bound to pay the price for the Service.

Terms you should note

We shall provide the Service subject to these Terms and Conditions but we may subcontract any part of the Service. All the terms of the agreement between us are contained in these Terms and Conditions unless varied and confirmed by us in writing. These Terms and Conditions may change from time to time but such changes will not affect a prior purchase.

We may amend any error provided that the correction does not materially affect the Service. If you need to contact us, please do so at the address given below. We will contact you at the address given at the time of the purchase.

Certain parts of the Service or other products you may buy are provided by a third party. We have no control over their terms and conditions and you should therefore satisfy yourself that you wish to be bound by their terms and conditions before entering into an agreement with that third party.

If we choose not to take action against you for a breach of these Terms and Conditions, that will not be considered as a waiver of any subsequent breach of the same or any other provision.

If any provision of these Terms and Conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions and the remainder of the provision in question shall not be affected.

These Terms and Conditions shall be governed by the laws of England and you agree to submit to the non-exclusive jurisdiction of the English courts.

If you pay for the Service using a non-UK credit or debit card, then that purchase will be subject to the exchange rate and you will be responsible for any effect that may have on the ticket or your purchase.

Neither you nor we intend any third party to be able to enforce any of these terms pursuant to the Contracts (Rights of Third Parties) Act 1999.

Who is www.sleeper.scot?

The website content found at www.sleeper.scot is owned by Serco Caledonian Sleepers limited, a company registered in Scotland SC477821. Registered address 1 Union Street, Inverness, IV1 1PP.

Serco Caledonian Sleepers Limited has been awarded by Transport Scotland the franchise to operate the Caledonian sleeper service between England and Scotland for 15 years from 1st April 2015.

Serco Caledonian Sleepers Ltd has appointed Assertis to act as its agent to retail train tickets online and by phone from 1st April 2015. When you buy a ticket from this website between those dates you will be purchasing it from Assertis and are entering into a contract with Assertis.

Assertis is an independent impartial online retailer of train tickets. Assertis is accredited by the Association of Train Operating Companies, on behalf of National Rail and the individual train operating companies.

UPDATED SEPTEMBER 2015

Sleeper.scot website terms & conditions

1. Introduction

These terms and conditions govern your use of our website; by using our website, you accept these terms and conditions in full. If you disagree with any part of these terms and conditions, do not use our website.

2. Intellectual property rights

Unless otherwise stated, we or our licensors own the intellectual property rights in the website and material on the website. Subject to the licence below, all these intellectual property rights are reserved.

3. Licence to use website

You may view, download for caching purposes only, and print pages from the website for your own personal use, subject to the restrictions below.

You must not:

  1. 1. republish material from this website (including republication on another website);
  2. 2. sell, rent or otherwise sub-license material on the website;
  3. 3. reproduce, duplicate, copy or otherwise exploit material on our website for a commercial purpose;
  4. 4. redistribute material from this website except for content specifically and expressly made available for redistribution (such as our newsletter)

4. Limitations of liability

The information on this website is provided free-of-charge, and you acknowledge that it would be unreasonable to hold us liable in respect of this website and the information on this website. Whilst we endeavour to ensure that the information on this website is correct, we do not warrant its completeness or accuracy; nor do we commit to ensuring that the website remains available or that the material on the website is kept up-to-date.

To the maximum extent permitted by applicable law we exclude all representations, warranties and conditions (including, without limitation, the conditions implied by law of satisfactory quality, fitness for purpose and the use of reasonable care and skill).

Our liability is limited and excluded to the maximum extent permitted under applicable law. We will not be liable for any direct or indirect loss or damage arising under these terms and conditions or in connection with our website, whether arising in tort, contract, or otherwise.

Without limiting the generality of the foregoing exclusion, we will not be liable for any loss of profit, contracts, business, goodwill, data, income, revenue or anticipated savings arising under terms and conditions or in connection with our website, whether direct or indirect, and whether arising in tort, contract, or otherwise.

However, nothing in these terms and conditions shall exclude or limit our liability for fraud, for death or personal injury caused by our negligence, or for any other liability which cannot be excluded or limited under applicable law.

5. Interruptions to Service

www.sleeper.scot endeavours to provide this service 24 hours a day, without interruption.

However, there may be times of the day where it is necessary to update and / or maintain this service and / or the data held within it.

When this is the case www.sleeper.scot shall ensure that customers be made aware if they are part way through a transaction that maintenance is about to take place, and advance notice will be placed on the website where possible.

6. Variation

We may revise these terms and conditions from time-to-time. Please check this page regularly to ensure you are familiar with the current version.

7. Entire agreement

These terms and conditions, together with our privacy policy, constitute the entire agreement between you and us in relation to your use of our website, and supersede all previous agreements in respect of your use of this website.

8. Law and jurisdiction

This notice will be governed by and construed in accordance with English law, and any disputes relating to this notice shall be subject to the exclusive jurisdiction of the courts of England.

9. Registrations and authorisations

Our VAT number is GB 783 535 893.

10. Our contact details

The full name of our company is Assertis Ltd. We are registered in England & Wales under registration number 04040155. Our registered address is Assertis, 2-6 Boundary Row, London, SE1 8HP.

These terms and conditions are based on a template created and distributed by www.website-law.co.uk.