Terms & Conditions

TICKETS SOLD FOR THE PUFFING BILLY 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.
• All bookings must be made online. Gift cards or Special Guest Passes can be redeemed for tickets through the Customer Service Centre by calling (03) 9757 0700.
• Passengers are required to retain their booking confirmation and/or tickets, as they may be asked to present them at any time during their travel.
• 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.
• 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 Catastrophic 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).
• If you are travelling in a wheelchair, there are limited wheelchair spaces available on board our heritage carriages. Please call our Customer Service Centre on (03) 9757 0700 prior to travelling, so that we can assist you in accommodating your needs.
• In the event that Puffing Billy Railway is unable to operate the scheduled train, 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.
• 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. Is believed to be under the influence of alcohol or drugs.
  5. 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.
• Puffing Billy Railway is a non-BYO venue.
• Assistance dogs are the only dogs permitted on the train, except during the Puffing Billy Dog Express service.
• All passengers are responsible for their own personal property as Puffing Billy Railway will not be responsible for any loss or damage.

SAFETY NOTICE - WHEN VISITING PUFFING BILLY RAILWAY:

• For the safe operations of sitting on the sills experience, all passengers will be asked to verify the age of each travelling child, both when booking tickets online and on the day of travel when checking in at the Station Ticket Window.
• All passengers must follow all directions from staff and volunteers to ensure the safety of everyone. This includes:
  • 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, and Train of Lights) or guided and self-guided school excursions.
• Some of the other requirements to ensure your experience is safe, include:
  1. Remain on the station platform behind the yellow line at all times.
  2. Do not touch or climb onto the locomotive.
  3. Do not open any carriage doors. Please allow the train conductors to open and close your carriage door.
  4. Smoking is not permitted on the train, platforms or under roofed areas.
  5. Alcohol is not permitted on the train, except as provided in our dining cars.

CATERED TRAIN PRODUCTS INCLUDING MURDER MYSTERY AND BLUES ON THE TRACKS TRAINS

• Puffing Billy Railway practices the Responsible Serving of Alcoholic Beverages.
• Due to the heritage nature of the 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.
  • 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.

GRAZING BOXES

• Grazing Boxes are non-refundable or transferrable.
• Bookings for Grazing Boxes close 24 hours prior to the day of travel.
• Grazing Boxes 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 for a Day Out With Thomas must be presented at the Lakeside Visitor Centre Ticket Window (electronic or printed) for collection of tickets.
• Children under 1 year of age are carried for free, however, a ticket is still required when booking online.
• No person will be allowed to sit on the carriage sill during Day Out With Thomas.
• On declared TOTAL FIRE BAN or Fire Danger rating days of Extreme or Catastrophic in the Central Zone or the whole state of Victoria, Day Out With Thomas events WILL BE CANCELLED. Should this occur, we will endeavour to contact ticket 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 DOG EXPRESS

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

• The booking confirmation for the Puffing Billy Dog Express must be presented at the Lakeside Visitor Centre Ticket Window (electronic or printed) for collection of tickets.
• 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.

PAINT & SIP

In addition to the Terms and Conditions listed above, the following Terms and Conditions apply for our Paint & Sip events:

• The booking confirmation for Puffing Billy Railway’s Paint & Sip experience must be presented at the Belgrave Station Ticket Window (electronic or printed) for collection of tickets.
• Puffing Billy Railway's Paint & Sip experience is open to persons aged 18 years and over only.
• Puffing Billy Railway practices the Responsible Serving of Alcoholic Beverages.
• Any dietary requirements must be provided at least 72 hours prior to travel. Ticketholders must call the Customer Service Team on (03) 9757 0700, otherwise, your request cannot be guaranteed.

TRAIN OF LIGHTS

In addition to the Terms and Conditions listed above, the following Terms and Conditions apply for our Train of Lights events:

• The booking confirmation for the Train of Lights must be presented at the Lakeside Visitor Centre Ticket Window (electronic or printed) for collection of tickets.
• Passengers cannot sit on the carriage sill between Lakeside and Gembrook.
• Children under 1 year of age are carried for free. Please note, we require infants to have a ticket despite travelling free-of-charge.
• On declared TOTAL FIRE BAN or Fire Danger rating days of Extreme or Catastrophic in the Central Zone or the whole state of Victoria, the Train of Lights events WILL BE CANCELLED. Should this occur, we will endeavour to contact ticket holders as early as possible.
• Each Train of Lights 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.
• Train of Lights 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 Train of Lights event component

THE POLAR EXPRESS™ TRAIN RIDE

• The booking confirmation for the Train of Lights THE POLAR EXPRESS™ Train Ride must be presented at the Lakeside Visitor Centre Ticket Window (electronic or printed) for collection of tickets.
• Children under 1 year of age are carried for free. Please note, we require infants to have a ticket despite travelling free-of-charge.
• On declared TOTAL FIRE BAN or Fire Danger rating days of Extreme or Catastrophic in the Central Zone or the whole state of Victoria, THE POLAR EXPRESS™ Train Ride events WILL BE CANCELLED. Should this occur, we will endeavour to contact ticket holders as early as possible.
• THE POLAR EXPRESS™ Train Ride 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.
• THE POLAR EXPRESS™ Train Ride 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 Polar Express event component

TOUR AGENT BOOKINGS:

In addition to the Terms and Conditions listed above, the following Terms and Conditions apply for Tour Groups:

• Final passenger numbers must be confirmed 48 hours (two days) prior to travel. If day of travel is on a Monday, final numbers must be confirmed by 3.00pm the Friday prior to travel. Amendments after the cut-off time will not be accepted.
• Booking cancellations made less than 48 hours prior to the booking departure time (including 'no-shows') will result in 100% loss of ticket price.
• Puffing Billy Railway reserves the right to email or text your customers for information relating to their visit to the railway. Please see our Privacy Policy below for more information.

SCHOOL GROUP BOOKINGS:

• Final passenger numbers must be confirmed 72 hours (three days) prior to travel. If day of travel is on a Monday, final numbers must be confirmed by 3.00pm the Friday prior to travel. Amendments after the cut-off time will not be accepted.
• No person will be allowed to sit on the carriage sill during school excursions.
• No refunds will be given after the departure of your train.
• For cancellations or a change of train departure date and time within 7 days of your confirmed train departure, or failure to arrive for your departure, will result in 100% loss of the ticket price.

GIFT VOUCHER TERMS AND CONDITIONS

• Gift Vouchers are valid for three years from date of purchase and extensions will not 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 the operational purposes of health, safety and arranging your travel on Puffing Billy Railway.

The 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. The 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.