BusRoute Customer Terms and Conditions

Introduction

By accessing or using the BusRoute website or booking any of our coach or minibus hire services, you agree to be bound by these Terms and Conditions ("Conditions"). These Conditions govern your use of our website and all services booked through BusRoute.

Please read these Conditions carefully before using our website or making a booking. By continuing to access our website or using our services, you confirm that you have read, understood and agree to be legally bound by these Conditions. If you do not agree to these Conditions, you must not use our website or book our services.

The BusRoute website is operated by BusRoute ("we", "us", "our"). We are registered in England and Wales under company number 14331259.

These Conditions apply to all coach and minibus hire services provided by BusRoute throughout the United Kingdom. BusRoute operates solely as a private transport provider and does not sell or arrange package holidays or package travel within the meaning of the Package Travel and Linked Travel Arrangements Regulations 2018, unless expressly stated otherwise.

1. Interpretation

1.1 Definitions

In these Conditions, unless the context otherwise requires, the following words and expressions have the meanings set out below.

Additional Costs

Any additional charges payable by the Hirer in accordance with clause 5.4, including but not limited to toll charges, parking fees, congestion charges, Ultra Low Emission Zone (ULEZ) charges, cleaning costs, driver accommodation, fuel surcharges, waiting time, additional mileage, or delays caused by the Hirer or Passengers.

Authorised Representative

The individual appointed by the Hirer to act on the Hirer's behalf in all matters relating to the Contract.

Booking

A reservation for the Services made by the Hirer, which becomes legally binding once accepted in writing by BusRoute.

Business Day

Any day other than a Saturday, Sunday or public holiday in England on which banks in London are open for business.

Cancellation Charges

The charges payable by the Hirer if a confirmed Booking is cancelled, as set out in clause 6.

Charges

The total amount payable by the Hirer for the Services, together with any applicable Additional Costs, in accordance with clause 5.

Code of Practice

The Supplier's current policy and procedures relating to assistance for disabled passengers and passengers with reduced mobility.

Commencement Date

The date on which BusRoute issues written confirmation accepting the Hirer's Booking or Order.

Company

BusRoute, registered in England and Wales under company number 14331259 ("we", "us", "our").

Conditions

These Terms and Conditions, as amended from time to time in accordance with clause 12.

Contract

The legally binding agreement between BusRoute and the Hirer for the provision of the Services, incorporating these Conditions and the accepted Quotation.

Deposit

The advance payment required to confirm a Booking, normally equal to 25% of the total Charges, unless otherwise agreed in writing.

Force Majeure Event

Any circumstance beyond the reasonable control of BusRoute, including but not limited to severe weather, flooding, accidents, vehicle breakdowns, major traffic disruption, road closures, industrial action, acts of terrorism, civil unrest, pandemics, government restrictions, or instructions issued by emergency services or public authorities.

Hirer

The individual, company, organisation or other legal entity making a Booking for the Services.

Hirer Default

Any failure by the Hirer or any Passenger to comply with their obligations under the Contract or these Conditions.

Hirer Materials

Any information, documents, schedules, passenger details, instructions or other materials supplied by the Hirer in connection with the Services.

Intellectual Property Rights

All intellectual property rights worldwide, whether registered or unregistered, including copyright, trade marks, database rights, design rights, patents, know-how and confidential information.

Order

The Hirer's written, online or verbal acceptance of a Quotation.

Passenger

Any individual travelling in a Vehicle as part of the Services.

Quotation

The written quotation, itinerary, pricing and service details issued by BusRoute for the proposed Services.

Route

The agreed travel itinerary, including pickup locations, drop-off locations and any scheduled stops.

Services

The coach and/or minibus hire services supplied by BusRoute, either directly or through an approved Supplier, as set out in the accepted Quotation.

Supplier

Any third party coach or minibus operator approved and contracted by BusRoute to provide the Services on its behalf.

Vehicle

Any coach, minibus or other passenger vehicle used to provide the Services.

Vehicle Specification

The passenger capacity and onboard facilities of a Vehicle, including seating capacity, seatbelts, air conditioning, toilets, Wi-Fi, USB charging points, luggage space and wheelchair accessibility, where applicable.

Website

The official BusRoute website through which information about our Services is provided and Bookings may be made.

1.2 Interpretation

Unless the context otherwise requires:

(a) References to legislation include any amendment, extension, consolidation, replacement or re-enactment of that legislation from time to time.

(b) Words such as including, includes, for example or such as are illustrative only and do not limit the meaning of the words that precede them.

(c) References to writing or written include email and other forms of electronic communication.

(d) Words importing the singular include the plural and vice versa, and references to one gender include all genders.

(e) Clause headings are included for convenience only and do not affect the interpretation of these Conditions.

2. Basis of the Contract

2.1

A Booking or Order submitted by the Hirer constitutes an offer to purchase the Services in accordance with these Conditions.

2.2

A Contract is formed only when BusRoute issues written confirmation accepting the Booking or Order. The date of that confirmation shall be the Commencement Date.

2.3

Any quotations, journey times, vehicle photographs, illustrations, specifications, descriptions or promotional material published on the Website or in marketing materials are provided for guidance only and do not form part of the Contract.

2.4

These Conditions apply to the Contract to the exclusion of any other terms proposed by the Hirer unless expressly agreed by BusRoute in writing.

2.5

Unless otherwise stated in writing, all Quotations remain valid for three (3) Business Days from the date of issue and may be withdrawn or amended after that period.

3. Supply of Services

3.1

BusRoute shall exercise reasonable skill and care in providing the Services and shall:

(a) provide the Services substantially in accordance with the accepted Quotation;

(b) use reasonable endeavours to operate the agreed itinerary and schedule, although all journey times are estimates only and time shall not be of the essence;

(c) provide a Vehicle that meets, or is of an equivalent or higher standard than, the agreed Vehicle Specification;

(d) ensure that all drivers are appropriately licensed, qualified and authorised to operate the Vehicle in accordance with applicable UK legislation.

3.2

Where operationally necessary, BusRoute may substitute the booked Vehicle or appoint an alternative approved Supplier, provided that the replacement offers an equivalent or higher standard of service. Where appropriate, multiple Vehicles may be supplied instead of one larger Vehicle.

3.3

BusRoute may amend routes, pickup or drop-off locations, departure times, vehicle allocations or travel schedules where reasonably necessary for operational, legal or safety reasons, including traffic conditions, road closures, weather, vehicle availability or instructions issued by the police or other competent authorities.

3.4

If a larger or upgraded Vehicle is provided for operational reasons, safety or availability, no additional charge shall apply to the Hirer and no refund or reduction of Charges shall be payable.

3.5

For international journeys, itineraries may be amended where necessary to comply with applicable transport legislation, customs requirements, border controls, road restrictions or enforcement authority requirements.

3.6

Where a wheelchair-accessible Vehicle has been specifically requested and confirmed, BusRoute and its Suppliers will provide reasonable assistance in accordance with the Equality Act 2010 and applicable accessibility legislation.

3.7

BusRoute shall not be liable for delays caused by traffic congestion, roadworks, accidents, severe weather, vehicle breakdowns, border delays, security incidents or any Force Majeure Event. Estimated journey times are provided for guidance only and are not guaranteed.

4. Hirer's Obligations

4.1 General Responsibilities

The Hirer shall:

(a) ensure that all information provided during the booking process, including passenger numbers, pickup and drop-off locations, journey details and any special requirements, is complete, accurate and lawful;

(b) notify BusRoute in writing of any requested changes to a confirmed Booking. All amendments are subject to availability and may incur additional Charges. Unless otherwise agreed:

• amendments requested more than 7 days before travel may be subject to a £25 administration fee;
• amendments requested within 7 days of travel may incur a £50 administration fee, together with any additional costs reasonably incurred.

(c) cooperate with BusRoute, its drivers, Suppliers and representatives in all matters relating to the Services;

(d) ensure that any premises, pickup locations and drop-off points are safe, legal and suitable for the booked Vehicle;

(e) provide any information or instructions reasonably required to enable BusRoute to perform the Services;

(f) comply with any additional requirements contained within the Quotation or confirmed itinerary;

(g) remain responsible for the conduct and behaviour of all Passengers throughout the journey.

4.2 Passenger Safety and Conduct

The Hirer shall ensure that all Passengers:

(a) wear seatbelts whenever legally required;

(b) use appropriate child restraints where required by UK law;

(c) do not exceed the maximum passenger capacity of the Vehicle;

(d) do not smoke, vape or use electronic cigarettes anywhere inside the Vehicle;

(e) do not consume alcohol unless expressly authorised by BusRoute before travel;

(f) do not bring animals onboard other than recognised assistance dogs unless prior written approval has been given;

(g) arrive promptly at the agreed departure point and comply with the agreed departure time;

(h) behave responsibly and do not engage in abusive, threatening, violent, discriminatory or unlawful behaviour.

BusRoute, the Supplier or the driver may refuse travel to, or require the removal of, any Passenger whose behaviour is considered unsafe, illegal or likely to cause inconvenience or distress to others. No refund shall be payable in such circumstances.

For international travel, all Passengers are responsible for carrying valid passports, visas and any other travel documentation required for their journey.

4.3 Luggage and Personal Property

The Hirer shall ensure that:

(a) luggage is appropriate for the booked Vehicle and complies with any weight or size restrictions notified before travel;

(b) luggage is securely packed and clearly labelled;

(c) valuable items, including cash, jewellery, passports, medicines, electronic devices, travel documents and tickets, remain with the Passenger at all times;

(d) BusRoute accepts no responsibility for the loss of or damage to valuables placed in the luggage compartment against advice;

(e) all belongings are removed at the end of the journey. Lost property retained by BusRoute may be disposed of after 30 days if unclaimed.

4.4 Prohibited Items

Passengers must not bring onboard any Vehicle:

• firearms or weapons;
• explosives or flammable materials;
• illegal drugs or controlled substances (other than prescribed medication);
• hazardous chemicals or corrosive substances;
• fireworks;
• non-folding bicycles unless previously agreed;
• oversized equipment not declared before travel;
• any item prohibited by applicable law; or
• any item that, in the reasonable opinion of BusRoute, the Supplier or the driver, could endanger the safety of the Vehicle or its occupants.

4.5 Hirer Default

Where BusRoute is prevented from performing the Services due to any act, omission or breach by the Hirer or any Passenger:

(a) BusRoute may suspend, amend or terminate the Services where reasonably necessary;

(b) BusRoute shall not be responsible for any delay or additional costs arising directly from the Hirer's Default;

(c) the Hirer shall reimburse BusRoute for any reasonable costs, losses or expenses incurred as a direct result of the Hirer's Default, to the extent permitted by applicable law.

5. Charges and Payment

5.1 Charges

The Hirer shall pay the Charges specified in the accepted Quotation together with any applicable Additional Costs incurred in accordance with these Conditions.

Unless otherwise stated, all prices are quoted in Pounds Sterling (£) and include or exclude VAT as specified in the Quotation.

5.2 Deposit

A Deposit is required to secure a Booking unless otherwise agreed in writing.

The standard Deposit is 25% of the total Charges, although BusRoute may require a different amount depending on the nature of the Booking.

The treatment of the Deposit in the event of cancellation is governed by Clause 6 of these Conditions.

5.3 Services Provided Following Confirmation

Once the required Deposit (or full payment where applicable) has been received and the Booking is confirmed, BusRoute will use reasonable endeavours to provide:

• confirmation of the itinerary and booking details;
• agreed pickup and drop-off locations;
• journey and route planning;
• allocation of an appropriate Vehicle;
• confirmation of the agreed Vehicle Specification, where applicable;
• appointment of an approved Supplier where required;
• driver scheduling in accordance with applicable drivers' hours regulations; and
• a designated point of contact for the Booking.

5.4 Additional Charges

Unless expressly included within the Quotation, the Hirer shall remain responsible for any reasonable additional costs arising from the Booking, including but not limited to:

• parking charges;
• toll roads, ferry charges, congestion charges and ULEZ charges;
• additional waiting time requested by the Hirer;
• additional mileage or route changes;
• overnight driver accommodation or subsistence where required;
• additional driver costs arising from changes to the itinerary or delays caused by the Hirer;
• cleaning or repair costs resulting from damage or excessive soiling caused by Passengers;
• government taxes, duties or regulatory charges introduced after the Quotation has been issued.

Any such Additional Costs will be notified to the Hirer wherever reasonably practicable.

5.5 Payment Terms

Unless otherwise agreed in writing:

(a) Online Bookings

• 25% Deposit payable at the time of Booking.
• Remaining balance payable no later than 30 days before travel.

(b) Invoice Payments

Where payment by invoice has been agreed, payment shall be due by the date specified on the invoice.

(c) Account Customers

Approved account customers shall pay invoices in accordance with their agreed credit terms.

(d) Accepted Payment Methods

Payments may be made using the payment methods made available by BusRoute, including online card payments, bank transfer and telephone card payments.

5.6 Late Payment

Where payment is not received by the due date, BusRoute reserves the right to:

• charge interest on overdue amounts at the rate permitted by applicable law;
• suspend or cancel any future Services until payment has been received in full; and
• recover any reasonable costs incurred in collecting overdue sums.

For business-to-business contracts, statutory interest and compensation may be claimed in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, where applicable.

6. Cancellation of Services

6.1 Cancellation by the Hirer

Cancellation requests must be made in writing.

Unless otherwise agreed in writing, the following cancellation charges shall apply as a percentage of the total Booking Charges:

Where the applicable cancellation charge exceeds the Deposit already paid, the Hirer shall remain liable for the outstanding balance.

6.2 Force Majeure and Exceptional Circumstances

Where a Booking cannot proceed due to a Force Majeure Event, BusRoute will work with the Hirer to explore reasonable alternatives, including rescheduling the Booking where practicable. If rescheduling is not possible, any refund or cancellation charges shall be determined in accordance with these Conditions and any costs already incurred by BusRoute in preparing or delivering the Services.

Nothing in this clause affects any statutory rights available under applicable consumer protection legislation.

7. Intellectual Property Rights

7.1

All Intellectual Property Rights in the Website, branding, quotations, route plans, operational documents, marketing materials and any materials created by BusRoute shall remain the property of BusRoute or its licensors.

7.2

The Hirer grants BusRoute a non-exclusive, royalty-free licence to use any Hirer Materials solely for the purpose of providing the Services and fulfilling its contractual obligations.

7.3

The Hirer confirms that it owns, or has all necessary rights and permissions to use, any Hirer Materials supplied to BusRoute.

7.4

The Hirer shall be responsible for any losses or claims arising directly from a breach of clause 7.3 and shall reimburse BusRoute for any reasonable costs incurred as a result.

7.5

Nothing in these Conditions transfers ownership of any BusRoute trade marks, logos, branding, website content, route planning materials, quotations or other Intellectual Property Rights.

8. Data Protection

8.1

Each party shall comply with all applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

8.2

Where the Hirer provides personal information relating to Passengers, the Hirer confirms that it has the necessary authority to share that information with BusRoute for the purpose of providing the Services.

8.3

BusRoute will process personal data only:

• for the performance of the Contract;
• to comply with legal and regulatory obligations;
• to protect the safety and security of Passengers and drivers; or
• as otherwise described in BusRoute's Privacy Policy.

8.4

Where necessary, personal data may be shared with approved Suppliers, drivers, payment providers, insurers, emergency services or regulatory authorities solely for the purpose of delivering the Services or complying with legal obligations.

8.5

Further information about how BusRoute collects, uses, stores and protects personal information can be found in our Privacy Policy.

9. Authorised Representative

9.1

Where the Hirer is a company, organisation, school, charity or other group, the Hirer shall appoint an Authorised Representative and provide BusRoute with their name, email address and telephone number before the Services commence.

9.2

The Authorised Representative shall:

(a) act as the principal point of contact throughout the Booking;

(b) have authority to provide operational instructions and make day-to-day decisions relating to the Services; and

(c) communicate any changes or issues to BusRoute on behalf of the Hirer.

9.3

BusRoute may reasonably rely on instructions provided by the Authorised Representative unless notified otherwise in writing by the Hirer.

10. Limitation of Liability

10.1

References to liability include liability arising in contract, tort (including negligence), breach of statutory duty, misrepresentation or otherwise.

10.2

Nothing in these Conditions excludes or limits:

(a) liability for death or personal injury caused by negligence;

(b) liability for fraud or fraudulent misrepresentation;

(c) any liability that cannot lawfully be excluded or limited under applicable law.

10.3

Nothing in these Conditions affects the Hirer's obligation to pay the Charges, Additional Costs or any applicable Cancellation Charges.

10.4

Subject to clauses 10.2 and 10.3, BusRoute's total aggregate liability arising from or in connection with the Contract shall not exceed the total Charges paid by the Hirer for the relevant Booking.

10.5

BusRoute shall not be liable for:

• delays caused by traffic congestion, roadworks, accidents, adverse weather or Force Majeure Events;
• delays resulting from inaccurate information supplied by the Hirer;
• delays caused by Passenger behaviour or failure to follow the driver's lawful instructions;
• loss of business, profit, revenue, contracts or anticipated savings;
• indirect or consequential loss, except where such exclusion is prohibited by law.

10.6

Passengers are responsible for their own personal belongings during the journey. BusRoute accepts no responsibility for loss or damage unless caused by its negligence or breach of these Conditions.

10.7

Any claim relating to the Services should be notified to BusRoute in writing as soon as reasonably practicable and, where possible, within 60 days of the event giving rise to the claim.

10.8

Nothing in these Conditions limits any statutory rights available to consumers under applicable UK consumer protection legislation.

10.9

This clause shall survive the expiry or termination of the Contract.

11. Termination and Suspension

11.1

Either party may terminate the Contract immediately by written notice if the other party:

(a) commits a material breach of these Conditions which, where capable of remedy, is not remedied within 14 days after receiving written notice;

(b) enters liquidation, administration or any similar insolvency process (other than for a solvent restructuring);

(c) ceases, or threatens to cease, carrying on its business.

11.2

BusRoute may suspend or terminate the Services immediately where:

(a) payment remains overdue after reasonable notice has been given;

(b) the Hirer or any Passenger engages in unlawful, abusive, violent or unsafe behaviour;

(c) continuing the Services would present a risk to the safety of Passengers, drivers or the public; or

(d) BusRoute is prevented from performing the Services due to a Force Majeure Event.

11.3

Termination shall not affect any rights, obligations or liabilities accrued before the date of termination.

11.4

Upon termination, all outstanding Charges that have become due shall remain payable in accordance with these Conditions.

11.5

Any provisions intended to survive termination, including those relating to payment, liability, intellectual property, confidentiality, data protection and governing law, shall continue in full force and effect.

12. General

12.1 Force Majeure

BusRoute shall not be liable for any failure or delay in performing the Services where such failure or delay results from a Force Majeure Event. BusRoute will use reasonable endeavours to minimise disruption and, where reasonably practicable, offer alternative arrangements.

12.2 Subcontracting and Assignment

BusRoute may subcontract or delegate the performance of the Services to approved and appropriately licensed coach or minibus operators. The Hirer may not assign or transfer any rights or obligations under the Contract without BusRoute's prior written consent.

12.3 Confidentiality

Each party shall keep confidential any commercially sensitive or confidential information received from the other party and shall not disclose such information except where required by law or for the proper performance of the Contract.

This obligation shall continue for two (2) years after the Contract ends.

12.4 Entire Agreement

These Conditions, together with the accepted Quotation and any documents expressly incorporated by reference, constitute the entire agreement between the parties and supersede all previous discussions, negotiations and understandings relating to the Booking.

12.5 Variations

No amendment to the Contract shall be effective unless agreed in writing by both parties.

12.6 Waiver

Any delay or failure by either party to exercise a right under these Conditions shall not constitute a waiver of that right or any other right.

12.7 Severability

If any provision of these Conditions is held to be invalid, unlawful or unenforceable, that provision shall be deemed severed and the remaining provisions shall remain in full force and effect.

12.8 Notices

Any notice required under these Conditions shall be given in writing and may be delivered by email or post to the contact details provided by the relevant party. Notices shall be deemed received:

• immediately if delivered by hand;
• on the next Business Day if sent by email before 5:00 pm on a Business Day (otherwise on the following Business Day); or
• two (2) Business Days after posting by first-class post within the United Kingdom.

12.9 Third Party Rights

A person who is not a party to the Contract shall have no right to enforce any provision of these Conditions under the Contracts (Rights of Third Parties) Act 1999.

12.10 Complaints and Dispute Resolution

BusRoute is committed to resolving complaints promptly and fairly.

Any complaint should be submitted in writing as soon as reasonably practicable after the relevant event.

Before commencing legal proceedings, the parties shall use reasonable endeavours to resolve any dispute through good-faith discussions or another agreed form of alternative dispute resolution where appropriate.

12.11 Governing Law

These Terms and Conditions and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.

12.12 Jurisdiction

Subject to any mandatory rights available to consumers under applicable law, the courts of England and Wales shall have exclusive jurisdiction to determine any dispute arising out of or in connection with these Terms and Conditions.