7.2 Contacting Us — Payment Questions Only

We can only help with paymentmatters: charges to your card, refunds we have processed, andtechnical errors on our side. If your question is about the trainitself, please go straight to RAILWAY.UZ (Section 7.3).

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7.2.1  Email — the best way to reach us

Email us at hello@trainhub.io. Tell us your booking reference, the date and amount of the charge, and what has gone wrong. We aim to reply within one working day and to resolve payment complaints within eight weeks.

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7.2.2  Online Form

Fill in the form atwww.trainhub.io/railwayuz. You can attach screenshots or bank statements. We reply within one working day.

7.2.3  Live Chat on Telegram

Reach our team on the Telegram app,24 hours a day, seven days a week, for quick questions. For anything formal — a complaint, a refund request, a chargeback — please use email so there is a written record.

7.2.4  Phone

• From within Uzbekistan: 1005
• From anywhere else: +998 99 190 50 05
• Hours: 11:00 – 22:00 UK time, every day
• We can only discuss a booking with the person who made it. Please have your booking reference to hand.

7.3  Contacting RAILWAY.UZ — Everything About Your Journey

We cannot help with travel questions. We are a payment company. We have no access to train timetables, live running information, lost property records, or any other part of RAILWAY.UZ's operations. If you contact us with a travel question, we will not be able to help and you will lose time. Please go straight to RAILWAY.UZ.

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7.3.1  RAILWAY.UZ Online Portal

Go tohttps://eticket.railway.uz/en/home. From there you can check time tables, view your e-ticket, request a ticket change or cancellation, apply for a refund, and make a service complaint.

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7.3.2  RAILWAY.UZ Phone

• Within Uzbekistan: 1005
• International: +998 71 299 00 00

The RAILWAY.UZ team handles: delays and cancellations, lost property, ticket changes, refund eligibility,passenger rights, and onboard service complaints.

7.4  Making a Formal Complaint

7.4.1  How to Complain

Email hello@trainhub.io with the subject line "Formal Complaint". Include your name, bookingreference, a description of the problem, and the outcome you are looking for. Attach any relevant documents.

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7.4.2 Timelines

8.  CHARGEBACKS AND DISPUTES

8.1  What Is a Chargeback?

A "chargeback" is when your bank reverses a payment on your behalf — typically because yousay the transaction was unauthorised, the goods or service were never delivered, or what you received was not as described.

Because we act as the Merchant ofRecord for all card payments on Trainhub.io, your bank sends any charge back to us — not to RAILWAY.UZ. That is true even if your complaint is actually about the train service rather than the payment. We then handle the chargeback process on RAILWAY.UZ's behalf.

In plain terms: If you go to your bank and dispute a Trainhub.io charge, we will receive that dispute and deal with it. We are not the train company, but we are the payment company, so the chargeback comes to us.

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8.2  We Reserve the Right to Challenge Chargebacks

8.2.1  Our Right to Contest

If you raise a chargeback, were serve the right to challenge it. We will gather evidence and submit it to your card network on RAILWAY.UZ's behalf. That evidence may include:

• your booking confirmation — showing that a booking was made and a confirmation email was sent to you;
• e-ticket records — showing that a valid ticket was issued and delivered;
• ticket usage data — boarding scans, seat occupancy records, conductor validations, and GPS or time-stamp data provided by RAILWAY.UZ;
• payment records — Stripe transaction logs confirming the amount and authorisation;
• terms acceptance — confirmation that you agreed to these Terms when you bought your ticket; and
• any messages — correspondence between you and us or RAILWAY.UZ before the chargeback was raised.

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8.2.2  Your Consent to Us Sharing Your Data

By buying a ticket, you agree that we may share your booking and payment data with RAILWAY.UZ to compile chargeback evidence, and that we may pass that evidence to Stripe, card networks, and banks. We only share what is strictly necessary, and we do this in line with our Privacy Policy.

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8.3  Who Is Liable If a Chargeback Is Upheld?

8.3.1  Three Types of Chargeback

8.3.2 When the Complaint Is Really About RAILWAY.UZ's Service (Situation B)

If your chargeback is about the quality of the train service — a delay, cancellation, poor conditions, or refused boarding — and the card network upholds it, we will return the money as required. But that does not settle things with RAILWAY.UZ. Specifically:

• Getting your money back from us does not cancel any debt you owe RAILWAY.UZ for a ticket that was issued and used or available for use.
• You may still owe RAILWAY.UZ the ticket price, and they can pursue that directly.
• We are not responsible for the train service failing — that is entirely RAILWAY.UZ's responsibility.

The right way to deal with a service complaint is to contact RAILWAY.UZ directly at eticket.railway.uz. They have a passenger rights process and may refund you without any charge back needing to be raised.

8.3.3  When the Chargeback Is Fraudulent (Situation C)

If you raise a chargeback after using your ticket — for example, after it was scanned at boarding, checked by a conductor, or confirmed at your seat — raising that chargeback is a breach of these Terms and may be treated as fraud.

In those circumstances:

• you remain liable to us and to RAILWAY.UZ for the full amount, even if the card network rules in your favour on a technicality;
• we may recover that amount through the courts of England and Wales; and
• we may report the abuse to fraud prevention databases, Stripe, card networks, and relevant authorities.

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8.4  Administrative Fee for Groundless or Fraudulent Chargebacks

8.4.1  When We Charge a Fee

We may charge you an administrativefee (the "Chargeback Fee") if:

• the card network rejects your chargeback because the evidence clearly shows a valid ticket was issued and available; or
• your chargeback was fraudulent — you knew you had used the ticket when you raised the dispute; or
• you raised a chargeback without first contacting us or RAILWAY.UZ, when a quick conversation could have resolved things.

8.4.2  How Much the Fee Is

The fee covers our reasonable costs— staff time, evidence gathering, and any fees charged by Stripe orthe card network for the dispute process. It will not exceed £50 per transaction unless the circumstances are exceptional, in which casewe will tell you the amount before we try to collect it.

8.4.3  Paying the Fee

We will email you if a ChargebackFee is due. You will have 14 calendar days to pay. If you disagreethat the fee is owed, contact us using the details in Section 7 andwe will review it. Unpaid fees may be recovered through the courts.

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8.5  Chargeback Waiver

When you buy a ticket and receive your e-ticket, you agree not to raise a chargeback, except in two situations:

• Unauthorised transaction: you genuinely believe someone else used your card without your permission; or
• Technical error: we charged you twice, charged the wrong amount, or took payment but no ticket was issued (see Section 9.2).

Once your e-ticket has been scanned, verified at your seat, or validated by a conductor, it has been used. Raising a chargeback after that point is a breach of these Terms, whatever the card network decides.

Please contact us first. Before calling your bank, email us at hello@trainhub.io. Most problems can be fixed quickly without a chargeback. If you go straight to your bank without contacting us first, that may be treated as bad faith and could result in a Chargeback Fee.

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8.6  Data We Use in Chargeback Cases

By using the Website and buying a ticket, you agree that we and RAILWAY.UZ may collect, keep, and usethe following to investigate and challenge chargebacks:

• transaction records, payment authorisation data, and Stripe logs;
• e-ticket issue and delivery records;
• boarding scans, seat occupancy, and conductor validations from RAILWAY.UZ;
• GPS and time-stamp travel data from RAILWAY.UZ's systems; and
• any messages between you and us or RAILWAY.UZ about the booking.

This data may be passed to Stripe,card networks, and banks as part of the dispute process, in line with our Privacy Policy and UK data protection law.

9.  REFUNDSAND CANCELLATIONS

This section explains how refunds work. The most important thing to understand is that there are two separate processes — one run by us (AI Analytics) for payment errors, and one run by RAILWAY.UZ for everything else.

The key rule: Whether you are entitled to a refund for your ticket is decided by RAILWAY.UZ — not by us. We do not set RAILWAY.UZ's refund rules and we cannot override them. Our job is to return the money to your card, once RAILWAY.UZ has told us to do so. The only exception is if something went wrong on our side with the payment itself (see Section 9.2).

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9.1  Who Handles What — at a Glance

9.2 Refunds We Handle Directly — Payment Errors

9.2.1  When We Refund You Ourselves

We will investigate and refund you directly — without you needing to go to RAILWAY.UZ — if something went wrong on our side with the payment:

• Duplicate charge: your card was charged more than once for the same ticket;
• Wrong amount: we charged more than the price shown at checkout due to a system error;
• No ticket received: we took payment successfully, but RAILWAY.UZ's system did not issue a ticket due to an API or integration failure; or
• Stripe error: a technical fault inside Stripe caused an incorrect or duplicate charge, as confirmed by Stripe's logs.

9.2.2  How to Report a Payment Error

Contact us within 30 days of the charge using the details in Section 7. Please include: your booking reference, the date and amount of the charge, what went wrong, and a screenshot of your bank statement if you have one. We will acknowledge within one working day and check Stripe's logs and RAILWAY.UZ's ticketing records. If we confirm a payment error, we will send the refund through Stripe straight away.

9.3  Refunds RAILWAYUZ Controls

9.3.1  RAILWAY.UZ Decides Whether You Get a Refund

For any refund not caused by a payment error on our part, only RAILWAY.UZ can authorise it. Their tariff and refund policy, published at eticket.railway.uz, sets out what you are entitled to. We have no power to override that, and we cannot approve a refund that RAILWAY.UZ has not approved.

9.3.2  Our Role: Returning the Money Once RAILWAY.UZ Says Yes

Once RAILWAY.UZ approves a refund and tells us the amount, we return the money to your card through Stripe.The five steps are:

If you still have not received the refund after 15 working days, contact us and we will investigate with Stripe.

9.6  Currency and Exchange Rates

We calculate refunds based on the original USD amount charged at the time of purchase. We do not control what exchange rate your bank applies when converting that back into your local currency. Any difference caused by exchange rate movements between the payment date and the refund date is not something we or RAILWAY.UZ can compensate for.

10.  DATA PROTECTION AND PRIVACY

10.1  Data Controllers

There are three separate data controllers or processors in respect of your e-ticket purchase: (i)AI Analytics And Integrations Limited, which processes your payment data and booking reference as data controller under the UK GeneralData Protection Regulation (UK GDPR) and Data Protection Act 2018;(ii) Stripe, which processes your card payment data as an independent data processor under its own privacy obligations; and (iii)RAILWAY.UZ, which processes data about your journey and ticket underUzbek law and its own privacy policy. Each party is independently responsible for its own data processing.

10.2  AI Analytics' Privacy Policy

Our full Privacy Policy, which sets out how we collect, use, store, and share your personal data, is available at www.trainhub.io/privacy. By using the Website, you confirm that you have read and understood that policy.

10.3  Data Used for Chargeback and Fraud Purposes

As described in Section 8.6, by purchasing a ticket you agree that we and RAILWAY.UZ may collect and retain transaction, booking, and travel data for the purposes of investigating chargebacks, detecting fraud, and complying with our legal obligations. We will only retain such data for as long as necessary, and in accordance with our Privacy Policy.

10.4  Your Rights

Subject to applicable law, you have the right to access, rectify, and (in certain circumstances) erase personal data held by us, to restrict or object to our processing of your data, and to data portability. To exercise any of these rights, please contact us at hello@trainhub.io. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) atico.org.uk.

11.  LIMITATION OF LIABILITY

Subject to applicable law, you have the right to access, rectify, and (in certain circumstances) erase personal data held by us, to restrict or object to our processing of your data, and to data portability. To exercise any of these rights, please contact us at hello@trainhub.io. You also have the right to lodge a complaint with the Information Commissioner's Office (ICO) atico.org.uk.

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11.1 What We Are Not Responsible For — RAILWAY.UZ's Side

11.1.1 The Basic Rule

We are not responsible for anything that goes wrong with the train service. That is RAILWAY.UZ's responsibility entirely. This applies even though "Trainhub.io [RAILWAY.UZ]" appears on your bank statement. That descriptor is there because we processed your payment— it does not mean we operate the trains or share responsibility for the service.

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11.1.2 Specific Things We Are Not Responsible For

Wrong defendant warning: Taking legal action against us for something RAILWAY.UZ did would be misconceived. We are not the train operator. We have no contract with you for the train journey. Any such claim is likely to be struck out, and if you pursue it unreasonably after being told this, you may be ordered to pay our legal costs.

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11.2 The Maximum We Will Pay You

11.2.1  Our Liability Is Capped at the Ticket Price

If we do something wrong in our payment processing role, the most we will ever pay you for any single claim is the price you paid for the ticket involved in that claim.Nothing more. This cap applies to all claims combined — you cannot multiply it by raising the same issue under different legal headings.

Example: you paid £25 for a ticket and we made a payment error. Our maximum liability for that incident is £25, regardless of how many legal arguments you make about it.

11.2.2  The Cap Does Not Apply to Our Most Serious Obligations

The cap does not apply where we cannot legally limit our liability — see Section 11.4.

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11.3  Losses We Are Never Responsible For

11.3.1  Indirect and Consequential Losses

Even where we have done something wrong in processing your payment, we are not responsible for any of the following:

• lost earnings or income — salary, wages, freelance income, or any money you could not earn because the train was late or cancelled;
• lost profit — business revenue you missed out on;
• missed connecting travel — a missed flight, ferry, connecting train, bus, or taxi booked around the RAILWAY.UZ service;
• hotel costs — unplanned overnight stays, cancellation fees, or accommodation change fees;
• event costs — non-refundable tickets to concerts, weddings, sports events, conferences, or anything else you could not attend;
• business losses — missed meetings, lost contracts, failed negotiations, reputational damage;
• loss of enjoyment — a ruined holiday, lost leisure time, or personal opportunities that cannot be recovered;
• replacement travel — taxis, car hire, or alternative tickets you had to buy; and
• any other indirect or consequential loss — of any kind, whether or not we could have foreseen it.

11.3.2  Why We Exclude These Losses

We are a payment processor. When you buy a ticket, we do not know why you are travelling, whether you have a connecting flight, what business meeting you are attending, or what the consequences would be if the train is late. We have no control over the train service at all. For consequential losses caused by train disruption, you should look to RAILWAY.UZ under their passenger rights process, and to any travel insurance you hold. We strongly recommend travel insurance for any journey where a disruption could cause you significant financial loss.

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11.4  What We Can Never Limit

Nothing in these Terms limits our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation by us or our staff;
• anything we cannot legally exclude under the Consumer Rights Act 2015, Consumer Protection Act 1987, or any other law; or
• any other liability that English law does not permit us to limit.

Your rights as a consumer are protected. Nothing in this section removes your rights under the Consumer Rights Act 2015 or any other law that applies to you. For free, independent advice on your consumer rights, visit citizensadvice.org.uk.

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11.5  We Are Not Responsible for Stripe's Failures

We are not liable for losses caused by Stripe's own systems going wrong — outages, data breaches, or technical failures within Stripe's infrastructure that are independent of how we have configured or used Stripe. Stripe is a separate company and their systems are not under our control. For problems with Stripe's own platform, contact Stripe atstripe.com/gb/legal.

This does not apply to errors caused by our own configuration of Stripe — if we set something up wrongly and that caused your problem, we are responsible for it (see Section9.2.1).

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11.6  Liability Summary

12. GOVERNING LAW, JURISDICTION AND CONTACT DETAILS

12.1 What This Section Covers

This section sets out which country's law governs these Terms, which courts can deal with disputes about them, and how to reach us formally. It applies to disputes about our payment processing role only. Disputes about your train journey are governed by RAILWAY.UZ's own terms and the laws of Uzbekistan.

12.2 Governing Law

12.2.1 English Law Applies to Our Payment Services

These Terms, and everything to do with how we run our payment platform — collecting payments, processing Stripe transactions, passing money to RAILWAY.UZ, detecting fraud, handling chargebacks, and processing refunds — are governed by the law of England and Wales.

That is the right choice because: we are incorporated in England and Wales (company number 12431111); we run our payment operations from the UK; our Stripe merchant account is held under Stripe's UK terms; and all our payment obligations as Merchant of Record are performed from the UK.

12.2.2 Which Law Applies to Each Relationship

12.2.3 Your Mandatory Consumer Rights Are Not Affected

If you live in a country whose laws give you rights that cannot be waived by contract, this choice of English law does not take those rights away.

12.3 Jurisdiction and Dispute Resolution

12.3.1 Disputes About Our Payment Services Go to English Courts

Any dispute about these Terms or our payment platform — how we collected your money, processed it through Stripe, passed it to RAILWAY.UZ, handled a chargeback, or processed a refund — shall be decided by the courts of England and Wales, and only those courts.

By using the Website or making a payment, you agree to this. You also agree not to object to English courts on the grounds that they are inconvenient for you.

12.3.2 Your Statutory Consumer Rights

Nothing in Section 12.3.1 overrides any right you have as a consumer under applicable law to bring a claim in the courts of your own country. We are also not limiting any statutory protections you have under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

12.3.3 Alternative Dispute Resolution (ADR)

Before taking legal action, please contact us first (Section 7) so we can try to resolve things quickly.If we cannot sort out your complaint within eight weeks of receiving it in writing, or if you are unhappy with our response, you may have the right to go to an Alternative Dispute Resolution (ADR) scheme. We will tell you which scheme applies in our final response or deadlock letter.

12.3.4 Disputes About Your Train Journey

Wrong defendant: If your complaint is about the train — a delay, cancellation, refused boarding, seat problem, or any other aspect of the journey — your claim is against RAILWAY.UZ, not us. We have no liability for the train service. Taking action against us for a journey problem would be misconceived and is likely to be struck out.

12.4 Other Legal Provisions

12.4.1 Severability

If any part of these Terms is found to be invalid or unenforceable by a court, that part is removed and the rest continues in full force.

12.4.2 Waiver

If we do not enforce a right under these Terms on one occasion, that does not mean we have given up that right for the future.

12.4.3 Entire Agreement

These Terms, together with ourPrivacy Policy and Cookie Policy, make up the whole agreement between you and us for our payment services. They sit alongside — and do not replace — your contract with RAILWAY.UZ for your train journey and Stripe's terms for card processing.

12.4.4 Third Party Rights

No one other than you and us has rights under these Terms, except that RAILWAY.UZ may enforce the clause about us passing them ticket sale proceeds (Section 6.3).

12.4.5 Language

These Terms are in English. If a translation is provided for convenience, the English version controls in any conflict. Please send all complaints and legal correspondence in English.

12.5 Our Contact Details