terms and conditions

Platform 11 — Terms and Conditions

Last updated: Nov 1, 2026 ·

1. About these terms

These terms apply whenever you use the Platform 11 website or buy a guide or planning service from us. Please read them before you order. By placing an order, you agree to them.

Platform 11 is run by Adam Oliver Jones, an individual trading under the name Platform 11. Our business address is 136 Rockbourne Road, Hook, Hampshire, United Kingdom. You can contact us at travel@platform11.co.uk.

If you are buying as a consumer, nothing in these terms affects your legal rights under UK consumer law, including the Consumer Rights Act 2015.

Definitions

  • "We", "us", "our" means Platform 11.

  • "You", "your" means the person using the website or placing an order.

  • "Guide" means a ready-made digital route guide (Tier 1 or Tier 2), supplied as a downloadable file.

  • "Bespoke Service" means our Tier 3 Personal Trip Planning service.

  • "Products" means Guides and the Bespoke Service together.

  • "Website" means [WEBSITE URL] and any tools, blog posts and pages on it.

2. Our services

Platform 11 sells rail travel planning products. We are a planning and information service, not a travel agent or tour operator (see section 6).

Product

What you get

How it is delivered

Tier 1 Guide

A ready-made route guide: route overview and map, city guides, budget, pass advice and tips

Digital download (PDF)

Tier 2 Guide

Everything in Tier 1, plus reservation requirements, departure windows, accommodation areas, booking links, local transport tips, budget by day and airport information

Digital download (PDF)

Tier 3 Bespoke Service

A personal trip plan built from your questionnaire: train suggestions and timings, accommodation shortlist, activities, daily itinerary, packing checklist, money notes and contingency plans

Delivered by email as a digital document

Guides are available in different trip lengths (for example 5, 7 or 10 days). Product names, images and descriptions on the Website are for illustration. The content of each Guide is described on its product page.

Free content and tools

Our blog and pass comparison tool are provided free, for general information only. Fare and pass comparisons are estimates based on information available when they were prepared. Always check live prices before you buy tickets or a pass.

3. Orders, prices and delivery

Your order is an offer to buy. A contract is formed when we email you an order confirmation.

  • Prices are shown in pounds sterling (GBP) We are not currently VAT registered, so no VAT is charged

  • Payment is taken in full at checkout through our payment provider, [PAYMENT PROVIDER, e.g. Stripe / Shopify Payments / PayPal]. We never see or store your full card details.

  • Pricing errors: if a product is listed at an obviously wrong price, we may cancel the order and refund you in full.

  • Guide delivery: your download link is shown after checkout and emailed to you, usually straight away. If it has not arrived within 24 hours, check your spam folder and then contact us.

  • Bespoke Service delivery: we aim to deliver your plan within [14] working days of receiving your completed questionnaire. We will tell you if we need longer.

  • Your details: please make sure your email address is correct. We are not responsible for delays caused by an incorrect address.

4. Cancellations and refunds

UK law normally gives consumers 14 days to cancel an online purchase. The rules are different for digital downloads and services, as set out below.

Guides (Tier 1 and Tier 2)

Guides are digital content. At checkout we ask you to agree that your download is made available straight away and that you lose your right to cancel once you access or download it. After that, Guides cannot be returned or refunded for a change of mind.

If you have not yet downloaded your Guide, you can cancel within 14 days of purchase for a full refund.

Bespoke Service (Tier 3)

You can cancel within 14 days of ordering. If you ask us to start work during those 14 days and then cancel, we may keep a fair amount for the work already done. Once your plan has been fully delivered, you cannot cancel it.

Faulty or incorrect products

If a Guide is faulty, will not open, or is not as described, tell us and we will replace or fix it. If we cannot, we will give you a full or partial refund. This does not affect your statutory rights.

How to cancel or request a refund

Email travel@platform11.co.uk with your name, order number and what you would like to cancel. We refund to your original payment method within 14 days of agreeing the refund.

5. Bespoke Service (Tier 3)

Your plan is built from the answers you give in our questionnaire, so please make them as complete and accurate as you can.

  • Starting work: our delivery time starts once we have your completed questionnaire and payment.

  • Revisions: your price includes 2 rounds of reasonable changes, requested within [14] days of delivery. Larger changes, such as new dates, countries or a different budget, may be quoted as a new plan.

  • Your choices: we suggest trains, accommodation and activities. You decide what to book, and you book it yourself.

  • Plan is for you: your plan is for your own trip and your travel group. Please do not resell or publish it.

6. Travel information and third parties

We give planning advice. We do not sell or book train tickets, rail passes, accommodation, flights or activities.

  • Not a travel agent: we are not a tour operator or travel agent, and our Products are not package holidays. Package travel protection (such as ATOL) does not apply.

  • Information changes: timetables, prices, reservation rules, opening hours and pass terms change often. Our Products reflect our research when prepared, but we cannot guarantee they are current or complete. Always check details with the operator before you travel.

  • Estimates only: budgets, journey times, distances and pass comparisons are estimates, not quotes.

  • Third-party bookings: anything you book with a rail operator, Interrail/Eurail, a hotel or another provider is a contract between you and them, on their terms. We are not responsible for their services, cancellations, delays or strikes.

  • Links: links to other websites are for convenience. We do not control those sites. [If you use affiliate links: Some links are affiliate links, which means we may earn a small commission at no extra cost to you.

  • Your responsibilities: you are responsible for your own passports, visas, travel insurance, health requirements and personal safety. We strongly recommend travel insurance for every trip.

7. Intellectual property

All content on the Website and in our Products belongs to Platform 11 or our licensors. This includes text, route designs, maps, layouts, the Platform 11 name and crest logo.

When you buy a Product, we give you a personal, non-transferable licence to use it for your own travel planning. You may print it and keep copies on your own devices.

You may not:

  • resell, share, upload or distribute a Product, in full or in part;

  • copy our content to create a competing product or service;

  • remove our branding or copyright notices.

Photos in our Products may be owned by third parties and used under licence.

8. Using our Website

You agree not to misuse the Website. That means no attempts to hack or disrupt it, no automated scraping of our content, and nothing unlawful. We may update, suspend or withdraw any part of the Website at any time.

9. Our liability

  • We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill.

  • We are not responsible for loss caused by changes to timetables, fares, strikes, cancellations or other events outside our control, or by third-party providers.

  • We do not exclude liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud.

  • Otherwise, our total liability to you for any order is limited to the price you paid for it.

  • Our Products are for personal, non-commercial use. We are not liable to business users for loss of profit, business or opportunity.

10. Complaints

If something has gone wrong, email travel@platform11.co.uk and we will reply within 5 working days. We will always try to put things right.

11. Your privacy

We only use your personal information as set out in our Privacy Policy, in line with UK data protection law.

12. Changes to these terms

We may update these terms from time to time. The version shown when you place your order is the one that applies to it.

13. Law and jurisdiction

These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

14. Contact us

  • Email: travel@platform11.co.uk

  • Address: 136 Rockbourne road, hook, Hampshire, United Kingdom

  • Website: www.platform11.co.uk