Puffing Billy Railway Terms and Conditions

TICKETS SOLD FOR THE EMERALD TOURIST RAILWAY BOARD TRADING AS PUFFING BILLY RAILWAY ARE GRANTED BASED ON THE FOLLOWING TERMS AND CONDITIONS:

  • Trains will NOT be cancelled due to inclement weather.
  • Tickets are non-refundable nor transferable.
  • Whilst every attempt is made to honour all bookings, Puffing Billy Railway reserves the right to alter events, timetables, or locomotives without prior notice.
  • Puffing Billy Railway reserves the right to request proof of age. Children 15 years and under must be supervised by an accompanying adult. An adult is deemed to be any person aged 16 years or older.
  • Children under the age of 4 years old travel free when not occupying a seat on excursion trains. Please note this excludes events and dining experiences.
  • On declared Fire Danger rating days of Extreme or Code Red in the Central Zone or the whole state of Victoria, no trains will operate, and no Puffing Billy Railway staff or volunteers will be on the premises.
  • On declared days of TOTAL FIRE BAN or other extreme weather events in the Central Zone or the whole state of Victoria, steam locomotives will not run. Instead, the train will be operated with a diesel locomotive.
  • By purchasing a ticket online, you give Puffing Billy Railway the right to email or text you a copy of your tickets and / or information relating to your visit to the Railway.
  • From time to time Puffing Billy Railway or other authorised parties carry out photography and / or filming on its premises, which may feature visitors. By purchasing a ticket online, you agree that Puffing Billy Railway or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with Puffing Billy Railway or such authorised party (as the case may be).
  • For verification reasons, please ensure the credit card that was used to make this booking is available on day of travel to present on arrival.
  • If you are travelling in a wheelchair, there are limited wheelchair spaces available on board our heritage carriages. Please call our Customer Service team on (03) 9757 0700 prior to travelling, so that we can assist you in accommodating your needs.
  • Should Puffing Billy Railway be unable to run this train or an event, we will endeavour to transfer your booking to another date. However, if this is not possible, a full refund will be given. In this instance, we will notify you of the cancellation by email and / or phone as soon as possible.
  • There are no cash transactions available at any of our stations or Retail and Hospitality outlets.
  • Puffing Billy Railway is a non-BYO venue.


WHEN VISITING PUFFING BILLY RAILWAY YOU MUST:

  • Remember to always carry your mask when leaving home. Face masks are strongly recommended when you cannot physically distance or if travelling with vulnerable individuals. The mandatory wearing of fitted face masks is subject to Victorian Government COVIDSafe Requirements and visitors will be expected to adhere to the rules that are in place at the time.
  • Stay at home and get tested if you have symptoms of coronavirus (COVID-19), however mild.
  • Follow all directions from staff and volunteers to ensure the safety of everyone.
  • ) To ensure everyone in your party has an enjoyable experience, we need your help by following all safety instructions:
    • Children under 4 years of age are not permitted to sit on the carriage sills and will be given a red wristband to indicate ride restriction.
    • Adult supervision is required for children 4-13 years of age when sitting on the carriage sill – this means a maximum of 2 supervised children per adult within arm’s reach.
    • Supervised children between 4-13 years of age will be given a green wristband to wear. This indicates the child’s age and helps our friendly conductors know that all children are being correctly supervised.
    • All adults travelling with children must maintain the physical ability to monitor and provide supervision at all times.
    • Passengers travelling Lakeside Station to Gembrook Station cannot sit on the carriage sill at this time.
    • No person will be allowed to sit on the carriage sill after sunset.
    • No person will be allowed to sit on the carriage sill during special events (i.e., Day Out with Thomas, Puffing Billy Running Festival, The Polar Express, and Train of Lights).
    • Sitting on the carriage sill is not recommended for expectant mothers or passengers with back, neck, or similar conditions.
  • ) Some of the other requirements to ensure your experience with us is safe, include:
    • Please refrain from taking any photos inside the locomotive cab as this is not permitted at this stage.
    • Remain on the station platform behind the yellow line at all times.
    • Do not touch or climb onto the locomotive, as parts of it are hot.
    • Only enter and exit the train from the station platform.
    • Do not open any carriage doors. Please allow the train conductors to open and close your carriage door.
    • Carriage doors must remain closed while the train is moving.
    • Smoking is not permitted on the train, platforms or under any roofed area.
    • Alcohol is not permitted on the train, except as provided in our dining cars.
  • c.) Management reserves the right to:
    1. Request any person to leave the attraction and / or take appropriate action to enforce regulations.
    2. Refuse entry and / or request any person to leave the attraction / venue if it is believed that Person is under the influence of alcohol or drugs.
  • Wear appropriate clothing at all times. Flat and enclosed shoes are recommended.
  • Assistance dogs are the only dogs permitted on the train, except during our special Puffing Billy Dog Express service.
  • Retain booking confirmation and / or tickets.
  • Be responsible for your own personal property as we will not be responsible for any loss.


CATERED TRAIN PRODUCTS INCLUDING STEAM & CUISINE LUNCHEON AND MURDER MYSTERY TRAINS

  • We practice the Responsible Serving of Alcoholic Beverages. Accordingly, service and/or travel on the train, either at the commencement of or during the forward or return journey, may be refused to any person who shows signs of excessive intoxication.
  • Due to the heritage nature of our First-Class dining carriages, please note the following conditions;
    • There is no air conditioning available. To ensure the safety and comfort of our passengers and staff, the catered train will not operate on days of extreme heat weather conditions.
    • There are no facilities to provide for or accommodate high chairs, prams or wheelchairs and there are no bottle warming facilities.
    • A child fare is aged from 4-15 years inclusive. Whilst we welcome children on board Puffing Billy Railway, we can only accommodate children aged 5 years and above on our First-Class dining carriages. These age restrictions have been carefully considered in the interests of health and safety.
    • Our heritage dining carriages have tables and chairs that are fixed to the floor and cannot be moved. As a result, people of generous proportions could find seating in the dining carriages restrictive. Please note that the distance between the edge of the table and the back of the chair is only 41 centimetres.


PICNIC AND LUNCH PACKS

  • Picnic packs are non-refundable or transferrable.
  • Bookings for picnic packs close at 4.00pm the day before travel.
  • Picnic and packs are subject to availability.
  • Where selected advertised items cannot be secured or are out of stock, an item close to the original product will be provided.

 

DAY OUT WITH THOMAS

In addition to the Terms and Conditions listed above, the following Terms and Conditions apply for our Day Out with Thomas events:

  • The booking confirmation email is your ticket to travel, so please ensure you present the confirmation email (electronically or printed) at the Site Entry Ticket Booth.
  • Please ensure all ticket holders adhere to the following safety instructions:
    • Stand at least 1 metre from the edge of the platform at all times
    • Do not hang legs outside of the carriages
    • Do not touch or climb onto the locomotive, as parts of it are hot.
    • Only enter and exit the train from the station platform.
    • Do not open any carriage doors. Please allow the train conductors to open and close your carriage door.
    • Carriage doors must remain closed while the train is moving.
    • Smoking is not permitted on the train, platforms or under any roofed area.
    • Alcohol is not permitted on the train, except as provided in our dining cars.
  • Children under 1 year of age are carried for free.
  • From time to time Puffing Billy Railway or other authorised parties carry out photography and / or filming on its premises, which may feature visitors. By booking for this event, you agree that Puffing Billy Railway or any authorised party may use such images in perpetuity in any promotional, advertising or publicity material in any format whatsoever. You further agree that copyright in these materials rests with Puffing Billy Railway or such authorised party (as the case may be).
  • On declared days of TOTAL FIRE BAN or other extreme weather events in the Central Zone, or the whole state of Victoria, Thomas events WILL BE CANCELLED. Should this occur, we will endeavour to contact tickets holders as early as possible.
  • Each Day Out With Thomas event is assessed on a case-by-case basis. In cases of extreme weather, the event may be cancelled at any time at the discretion of management. In the case of a cancellation, we will endeavour to contact ticket holders as early as possible.
  • Day Out with Thomas tickets are NOT transferable to other shows or refundable for the following circumstances:
    1. Changes to duration of train ride
    2. Changes to motive power - e.g., substitution of steam locomotives for diesel locomotives
    3. Changes to advertised activities
    4. Mechanical failures
    5. Infrastructure failures
    6. Loss of tickets by customer
    7. Change of mind by customer
    8. Customer failing to attend booked event on time, or at all.
    9. Inability to provide a single Day Out with Thomas character or event component
  • Puffing Billy Railway reserves the right, in its absolute discretion, to refuse admission to its premises and ban from entry to the Railway, or remove from the Railway, any person who:
    1. Has been convicted of a criminal offence, which, in the opinion of Puffing Billy Railway is likely to affect the enjoyment of other visitors.
    2. Has behaved on Railway premises in a manner, which, in the opinion of Puffing Billy Railway has or is likely to affect the enjoyment of other visitors.
    3. Uses 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.
    4. Does not follow the written or verbal safety instructions or behaves in a manner which may endanger the safety of the individual or other visitors on Railway premises.
  • Due to the heritage nature of our carriages, there is no room on the train ride for prams or pushers:
    1. An enclosed area has been made available on the platform where patrons can park pushers when participating in this activity.
    2. Puffing Billy Railway will not be held responsible for passenger items or valuables.
  • No toilets are available on board Puffing Billy Railway carriages, however, toilets can be found onsite.
  • Whilst every attempt is made to honour all bookings, Puffing Billy Railway reserves the right to alter events, activities, timetables, or locomotives without prior notice.


PUFFING BILLY DOG EXPRESS

In addition to the Terms and Conditions listed above, the following Terms and Conditions apply for our Puffing Billy Dog Express service:

  • Customers who have booked tickets online can proceed to the Lakeside Station Booking Office to collect their boarding passes upon arrival.
  • Dogs must be on their leashes at all times and ensure the dog is wearing a collar with identification details.
  • The owner must responsibly dispose of any waste.
  • The owner is responsible for travelling with well-behaved dogs which do not have a history of behavioural problems or aggression that may pose a risk to other dogs or humans.
  • The owner is responsible for managing their dog around social environments and ensuring their dog is able to cope in close proximity to other dogs and humans for extended periods of time.
  • The owner will ensure that the dog is in good physical health and is up to date on all worming, flea treatment and vaccinations.
  • The owner is responsible for ensuring the dog is not suffering from any contagious illnesses, such as Canine cough, and has not displayed any symptoms of a contagious illness in the 21 days prior to travelling.
  • Dog-specific carriages are available for customers purchasing a dog ticket.
  • Customers with no dog ticket purchased can sit on separate carriages unless requested to sit with family/friends who have a dog travelling with them.
  • Dogs are not permitted in indoor areas including station buildings, refreshment, and retail outlets.


YOGA AND PILATES CLASSES AT LAKESIDE VISITOR CENTRE

In addition to the Terms and Conditions listed above, the following Terms and Conditions apply for our yoga and pilates classes at Lakeside Visitor Centre:

  • The booking confirmation email is your class admission, so please ensure the confirmation email (electronically or printed) is presented at the Lakeside Visitor Centre Main Entry Ticket Booth.
  • Class tickets are non-refundable nor transferable.
  • If you are unable to attend class as you are symptomatic with COVID-19, please notify the Puffing Billy Railway customer service team prior to the booked date and we will endeavour to transfer your booking to a new date. Refunds or transfers will not be issued in other circumstances.
  • Please remember to always carry your mask when leaving home. Face masks are strongly recommended when you cannot physically distance. The mandatory wearing of fitted face masks is subject to Victorian Government COVIDSafe Requirements and visitors will be expected to adhere to the rules that are in place at the time.
  • Whilst every attempt is made to honour all bookings, Puffing Billy Railway reserves the right to substitute instructors and alter classes or timetables without prior notice.
  • While classes are supervised by qualified professional instructors, participants undertake the class at their own risk. The instructor will require first-time participants to complete a health declaration and waiver prior to commencing the class.
  • It is the participant’s responsibility to inform the instructor at the beginning of the class if they have injuries or health conditions that may impact their ability to exercise safely and with minimal risk of injury. Participants should inform the instructor if they are taking any medications with possible side effects that may bring about unwanted and unsafe conditions during exercise. Participants with complex injuries or medical conditions are encouraged to discuss their goals with the instructor and relevant medical practitioners prior to booking.
  • On declared Fire Danger rating days of Extreme or Code Red in the Central Zone or the whole state of Victoria, the Lakeside Visitor Centre will close; yoga and pilates classes WILL BE CANCELLED and no Puffing Billy Railway staff or volunteers will be on the premises. Should this occur, we will endeavour to contact tickets holders as early as possible.
  • Participants are expected to bring their own personal yoga/pilates mat, drink bottle and towel.
  • If the customer has purchased a breakfast package this will be listed on the booking confirmation and must be presented at the Railway Café counter when ordering on the day.
    • Breakfast packages are non-refundable or transferrable.
    • Breakfast must be redeemed the same day as class booking. Menu selection can be made on the day.
    • Customers are entitled to one (1) cooked breakfast and one (1) hot drink (coffee, tea, chai, or hot chocolate) of their choice from the Railway Café menu applicable on the day.
    • Class-only tickets cannot be upgraded to breakfast packages.
    • Menus are subject to alteration without notice.
  • A person must be 16 years and over to participate in the class


GIFT VOUCHER TERMS AND CONDITIONS

  • Gift Vouchers are valid for 3 years from date of purchase and extensions cannot be granted.
  • The Gift Voucher must be redeemed before the expiry date.
  • Gift Vouchers are non-refundable, non-transferrable and cannot be exchanged or redeemed for cash.


PRIVACY STATEMENT


The personal information that we obtain from or about you is collected for our operational purposes of health, safety and arranging your travel on the Puffing Billy Railway.

Our Privacy Policy details why we collect this personal information, who we may disclose it to (including whether we are likely to disclose it outside of Victoria), and the main consequences (if any) if we do not collect it.  Our Privacy Policy also contains information about how you may seek access to, or correction of, the personal information held about you, and our complaint resolution procedures.

Our Privacy Policy is available on our website at https://puffingbilly.com.au/policies-disclosures/ or by request to us.