Online ticket sales - Terms and conditions

1. About these terms and conditions

1.1 You should read the terms and conditions set out below before purchasing goods using this website. 

1.2 These terms and conditions apply to the purchase of V/Line tickets over this website. In using this website for this purpose, you agree to be bound by these terms and conditions. If you do not understand or accept these terms and conditions, you must refrain from purchasing V/Line tickets using the website. These terms and conditions must be read in conjunction with any other applicable terms and conditions governing the use of this website, including Terms of Use and our Privacy Policy. 

1.3 In these terms and conditions, the expressions ‘we’, ‘us’ and ‘our’ are each a reference to V/Line Corporation, the website owner. 

2. Purchasing procedure 

2.1 You may offer to purchase V/Line tickets described in this website for the price specified on this website. 

2.2 Your order must contain your name, Australian postal address (only if tickets are to be posted to you), phone number, e-mail address, credit card details, preferred delivery method and any other ordering information specified on this website. 

2.3 The purchasing procedure and payment differs depending on whether your purchase relates to group travel or any other purchase. 

2.4 Group travel only: Group travel (as defined on our Group Bookings page) - tickets should be purchased at least 21 days before your intended travel date. If you apply after such time, you may not get to travel on your preferred date. 

Important: group bookings which require authorisation by the Group Bookings Co‑ordinator will not be accepted less than 7 days before travel.

The V/Line Group Travel Coordinator will, within 14 days, confirm your purchase by email or telephone. Payment will not be taken until we confirm your booking. If you do not receive confirmation within 14 days, you should contact us. 

2.5 All purchases - except group travel:

For all other purchases on this website (other than group travel), you must purchase your tickets at least 2 hours before your intended travel date and time. 

Confirmation of your purchase will be sent to your e-mail address once payment has been authorised. If you do not receive a confirmation e-mail shortly after payment has been made, please contact us via the online feedback form on or call us on 1800 800 007. It is your responsibility to confirm with V/Line whether or not your order has been placed. 

2.6 The goods are offered for purchasing only to persons who can make legally binding contracts. 

2.7 All orders are subject to availability. 

3. Payment and price 

3.1 Group travel         

For group travel purchases, you will be contacted by our Group Travel Coordinator in order to confirm availability. Payment will be required upon confirmation of availability. 

3.2 All purchases - except group travel 

For purchases (other than group travel), payment must be effected by using the credit card or debit card facilities on this website. 

3.3 Prices are inclusive of goods and services tax. In all other respects, the price is exclusive of taxes, duties and charges imposed or levied in Australia or overseas in connection with the supply of the goods or services. 

4. Cancellation due to error or unavailability 

4.1 You acknowledge that despite our reasonable precautions, products may be listed at an incorrect price, with incorrect information, or which are unavailable due to a typographical error or like oversight. In these circumstances, we reserve the right to cancel the transaction, notwithstanding that your purchase has been confirmed and your credit/debit card has been charged. We reserve this right up until the time of delivery of goods. 

4.2 From time to time, we may not be able to accommodate you on your chosen service. In such cases, we will contact you to offer alternative travel options or a full refund of your ticket purchase.

4.3 If a cancellation occurs after your credit/debit card has been charged for the purchase, we will promptly issue a credit to your card account for the amount in question.

4.4 V/Line will attempt to contact you if the ordered tickets are not available. 

5. Delivery of tickets and pick-up 

5.1 Delivery of the V/Line tickets will be effected in the manner described on this website (i.e. tickets purchased online will be despatched by the delivery method selected whether that be by delivery or by pick up). 

5.2 V/Line does not accept responsibility for the loss or damage to the tickets once they are dispatched. Risk of loss or damage resides with you upon dispatch. 

6. Refunds/replacements 

6.1 Under certain conditions, refunds/replacements are available for V/Line tickets. You can receive a full refund for any unreserved ticket as long as you present the ticket at a staffed V/Line station or a V/Line agent before the date printed on the ticket. For reserved tickets, you have up until time of departure to cancel your ticket. For V/Line Monthly and Date to Date tickets you can receive a refund for any unused portion of your ticket. Present your ticket at a staffed V/Line station and your refund will be calculated from the day that you present your ticket until its expiry date. 

6.2 Only lost Yearly Zone B, Date-to-Date and reserved tickets may be replaced. A statutory declaration is required and a fee may be charged for these replacements. All other tickets are the responsibility of the purchaser. 

6.3 Refund application forms and information on refunds/replacements can be obtained from staffed V/Line stations or by calling V/Line on 1800 800 007. 

7. Security 

You acknowledge that no data transmission over the Internet can be guaranteed as totally secure. Whilst we strive to protect such information, we do not warrant and cannot ensure the security of any information which you transmit to us. Accordingly, any information which you transmit to us is transmitted at your own risk. 

8. Privacy 

We undertake to comply with the terms of our Privacy Policy in relation to the collection and use of your personal information. 

9. Disclaimer and limitation of liability 

9.1 To the extent permitted by law, we exclude all liability arising from or relating to your use of this website including the online ordering of V/Line tickets, as set out in our Legal Disclaimer. 

9.2 Details contained on this website relating to goods and services have been prepared in accordance with Australian law and may not satisfy the laws of any other country. We do not warrant that the details on this website concerning those goods or services will satisfy the laws of any other country. It is your responsibility to determine whether these details satisfy the laws of the jurisdiction which you reside (if that jurisdiction is outside Australia) and if the details do not satisfy the laws of your jurisdiction, you should not purchase any goods or services from this website. 

9.3 It is your responsibility to ensure that the ticket you have purchased is correct. Subject to V/Line’s refund conditions, V/Line will not be responsible for any ticket which is incorrectly issued or mistakenly ordered. 

10. Changes to these terms and conditions 

We reserve the right to amend these terms and conditions from time to time. Amendments will be effective immediately upon notification on this website. Your continued use of the website following such notification will represent an agreement by you to be bound by the terms and conditions as amended. 

11. Termination of access 

Access to this website may be terminated at any time by us without notice. Our disclaimer will nevertheless survive any such termination. 

12. Governing law 

12.1 These terms and conditions are governed by the laws in force in Victoria, Australia. You agree to submit to the exclusive jurisdiction of the courts of that jurisdiction. 

12.2 All V/Line tickets are issued to and accepted by the ticket holder subject to the TRANSPORT INTEGRATION ACT 2010 (VIC), associated regulations, the Victoria Fares and Ticketing Manual and V/Line Corporation conditions of use. 

13. General 

13.1 We accept no liability for any failure to comply with these terms and conditions where such failure is due to circumstances beyond our reasonable control. 

13.2 If we waive any rights available to us under these terms and conditions on one occasion, this does not means that those rights will automatically be waived on any other occasion. 

13.3 If any of these terms and conditions are held to be invalid, unenforceable or illegal for any reason, the remaining terms and conditions shall nevertheless continue in full force.