Terms of Service

TrainDelayed Terms, Conditions and Privacy Statement

Last updated: 17 June 2026

This document explains the terms that apply when a person uses TrainDelayed, together with how TrainDelayed handles personal information.

1. About TrainDelayed

TrainDelayed provides a service intended to help rail passengers identify eligible delay compensation opportunities, prepare and submit claims to train operators or other relevant bodies, and support users through the claims process.

In this statement, “TrainDelayed”, “we”, “us” and “our” refer to the business operating the service. “You” and “your” refer to the individual using the service.

2. Acceptance of these terms

By registering for an account, connecting relevant information sources, submitting claim details, or otherwise using TrainDelayed, you agree to this combined statement. If you do not agree, you should not use the service.

You also authorise TrainDelayed to use the personal and journey-related data you provide, or that you permit us to access, for the purpose of reviewing eligibility, preparing claims, and submitting claims and supporting information to the relevant train operator, regulator, dispute body, or other appropriate claims authority where this is reasonably necessary to pursue compensation on your behalf.

3. Eligibility and account responsibilities

You must be at least 18 years old and legally able to use the service. You must provide accurate information, keep your details current, and protect your login credentials from unauthorised use.

You are responsible for activity carried out through your account unless the activity results from our failure to maintain appropriate security. You should notify TrainDelayed promptly if you suspect unauthorised access or misuse.

4. What the service does

TrainDelayed may review travel-related information you authorise us to access, detect journeys that may qualify for compensation, prepare and submit claims to the relevant rail operator or authority, and support the administration of those claims.

Any compensation approved by the operator or other decision-maker will be paid directly to the bank account you nominate. TrainDelayed is not responsible for delays caused by incorrect bank details supplied by you or by payment processing times outside our control.

Where an operator asks follow-up questions, requests clarification, or needs additional evidence, those communications may be sent directly to your email address for you to action. You are responsible for responding accurately and within any deadline set by the operator or authority.

The service may evolve over time. Features may be added, adjusted, suspended or removed in order to improve functionality, meet legal requirements, address security concerns, or respond to operational needs.

5. Fees, free claim and subscription option

TrainDelayed offers the first successful claim free of service charges. If your first submitted claim through TrainDelayed is successful, no service fee is payable on that successful claim amount.

After the first successful free claim has been used, further claims require an active TrainDelayed Unlimited subscription (currently £4 per month). The subscription allows an unlimited number of claims during the subscription period. Billing terms, renewal position, cancellation rules, and the date from which subscription cover applies are shown to you before you subscribe. You can cancel anytime and keep access until the end of your current billing period.

Unless expressly stated otherwise, subscription fees are separate from bank charges, taxes, or payment provider fees that may apply outside TrainDelayed’s control. Compensation decisions remain subject to the relevant train operator’s own Delay Repay rules and assessment process.

6. Cancellation, suspension and closure

You may stop using TrainDelayed and request account closure at any time. Closing an account will normally stop future monitoring and new claims, but claims already submitted before closure may continue until the operator, regulator, or other relevant body has finished processing them.

TrainDelayed may suspend or end access where necessary, including where these terms are breached, there is suspected fraud or unlawful activity, security or regulatory concerns arise, or continued access could harm the service or others.

A subscription, if offered, may remain subject to any minimum term, notice period, or prepaid period that was disclosed when you signed up.

7. Fraud and acceptable use

TrainDelayed has zero tolerance for fraud, dishonesty, fabricated claims, altered documents, misleading statements, duplicate claims made in bad faith, or any attempt to obtain compensation improperly. Any such conduct may result in immediate suspension or permanent closure of your account, cancellation of claims, refusal of future access, and reporting to the relevant operator, regulator, law enforcement body, or other appropriate authority where justified.

You must not use TrainDelayed in a way that is unlawful, deceptive, abusive, harmful to others, or inconsistent with the purpose of the service. You must not attempt to bypass security controls, interfere with the platform, reverse engineer protected parts of the service except where law cannot exclude that right, or use the service to build a competing product.

8. Personal data we collect

Depending on how you use TrainDelayed, we may collect information you provide directly, information generated automatically, and information accessed with your permission in order to operate the service.

This may include:

• account details such as your name, email address and profile information;
• support and communication records, including emails and enquiries you send to us;
• technical and usage information such as IP address, browser details, device information, logs, timestamps and feature usage;
• travel, booking and ticket information relevant to delay compensation claims;
• claim records, operator or regulator correspondence, and payment details for your nominated bank account;
• marketing preferences and consent choices.

Where payments are processed through a third-party payment provider, full card details may be collected by that provider rather than stored by TrainDelayed.

9. How we use personal data

TrainDelayed uses personal data to provide and run the service, monitor journeys, assess and submit delay claims, communicate with users, support payments, improve the platform, keep systems secure, comply with legal obligations, investigate misuse, and send marketing where allowed.

This includes using your data to submit claims and supporting evidence to train operators, regulators, dispute resolution bodies, and other relevant authorities where required to progress or resolve a claim.

Where data protection law requires a legal basis, TrainDelayed may rely on contract, legitimate interests, legal obligation, or consent, depending on the purpose of the processing.

10. Access to travel and inbox data

Where you authorise TrainDelayed to access email or similar records, that access is used only to the extent reasonably necessary to locate ticket purchases, booking confirmations, journey information, delay details and related claim materials needed to operate the service.

You confirm that you have the right to provide or authorise access to the data connected with your use of TrainDelayed, and that doing so does not violate the rights of any third party or any applicable law.

11. Cookies, analytics and similar tools

TrainDelayed may use cookies and related technologies for essential site functions, security, analytics and, where appropriate, marketing. Non-essential cookies or tracking tools should be used only where the law requires and valid consent has been obtained.

You may also be able to manage cookie choices through browser settings or any consent mechanism made available on the website.

12. Sharing data

TrainDelayed may share personal information with service providers and partners that help deliver the service, such as hosting providers, analytics vendors, communications tools, payment processors, professional advisers and relevant authorities where disclosure is required or justified by law.

This may include sharing information with train operators, regulators, complaint handlers, dispute resolution bodies, or other organisations involved in assessing, processing, paying, or investigating a claim.

TrainDelayed does not sell personal data. Third parties receiving data on TrainDelayed’s behalf should be subject to appropriate contractual and security obligations.

13. International transfers

If personal data is transferred outside the UK or EEA, TrainDelayed should use recognised safeguards where required, such as adequacy decisions or approved contractual protections.

14. Retention

TrainDelayed keeps personal data only for as long as reasonably necessary for service delivery, record-keeping, legal compliance, dispute handling, security, fraud prevention, and related legitimate business needs. Different categories of data may be retained for different periods depending on their purpose and any legal obligations that apply.

TrainDelayed may retain aggregated or anonymised information for longer where that information no longer identifies individuals.

15. Security

TrainDelayed should use appropriate technical and organisational safeguards designed to protect personal data and service integrity. These may include encryption in transit, controlled access, authentication measures, monitoring, secure development practices and confidentiality obligations for personnel and suppliers.

No online system can be guaranteed completely secure, but TrainDelayed should act promptly and in line with legal requirements if a personal data breach creates a material risk to individuals.

16. Your privacy rights

Where applicable law gives you rights over your personal data, those rights may include access, correction, deletion, restriction, objection, portability, and withdrawal of consent where consent is the basis for processing.

TrainDelayed may ask for proof of identity before acting on a request. You may also have the right to complain to the Information Commissioner’s Office in the UK.

17. Marketing communications

TrainDelayed may send service-related messages needed to operate your account or process claims. Marketing messages should be sent only where permitted by law, and you should be able to unsubscribe from marketing communications without affecting necessary transactional or service notices.

18. Intellectual property

All rights in the TrainDelayed platform, software, branding, design, and related materials remain owned by TrainDelayed or its licensors. Subject to these terms, users receive a limited, non-exclusive, non-transferable right to access and use the service for its intended purpose.

19. Third-party services

TrainDelayed may rely on third-party providers, including rail operators, data suppliers, email platforms, cloud infrastructure providers and payment processors. TrainDelayed is not responsible for the separate terms, systems or privacy practices of those third parties.

20. Disclaimers and liability

To the fullest extent allowed by law, TrainDelayed may provide the service on an “as available” and “as is” basis. This means TrainDelayed does not promise uninterrupted availability, complete accuracy, universal claim success, or error-free operation.

Nothing in this statement is intended to exclude liability that the law does not allow to be excluded, such as liability for fraud or for death or personal injury caused by negligence. Subject to that, TrainDelayed may seek to limit liability for indirect or consequential losses and cap overall liability by reference to the fees paid for the service over a defined period.

TrainDelayed is not responsible for a claim being reduced, delayed, or rejected because a customer provided incomplete or inaccurate information, failed to answer an operator’s follow-up request, missed a deadline, or supplied incorrect bank account details.

21. Indemnity

You may be responsible for losses, claims or costs arising from your misuse of the service, your breach of these terms, your fraudulent activity, or your provision of data or materials that infringe the rights of others, except to the extent TrainDelayed is itself at fault.

22. Children

TrainDelayed is not directed at children and should not knowingly collect personal data from anyone under 18. If TrainDelayed learns that such data has been collected in error, it should take reasonable steps to delete it.

23. Changes to this statement

TrainDelayed may update this document from time to time to reflect changes in the service, legal requirements or operating practices. Where changes are material, reasonable steps should be taken to notify users, and the latest version should be made available with an updated effective date.

24. Governing law

Unless TrainDelayed states otherwise, these terms should be governed by the laws of England and Wales, and disputes should normally be dealt with by the courts of England and Wales.

25. Contact and complaints

Questions about these terms or TrainDelayed’s handling of personal data should be directed using the contact details published by TrainDelayed. Individuals also have the right to raise data protection concerns with the UK Information Commissioner’s Office where applicable.