Operator Terms & Conditions

These terms and conditions govern your use of the CoachTravelHub platform as an approved operator. By registering and using the platform, you agree to be bound by these terms.

1. Definitions

• Platform: the CoachTravelHub website and services
• Operator: the coach or minibus company registered on the Platform
• Customer: a person or organisation booking services through the Platform
• Quote: a price offered by an Operator for a Customer's journey request
• Booking: a confirmed and paid journey between Customer and Operator
• Commission: the percentage fee retained by the Platform from each booking

2. Registration and Approval

To operate on the Platform, you must complete our registration process and be approved by our team. You must provide accurate and up-to-date information including company registration details, public liability insurance (minimum £5 million), operator's licence, vehicle documentation, and driver CPC certificates. We reserve the right to reject applications or remove operators who do not meet our standards.

3. Platform Commission

The Platform charges a commission of 15% on all completed bookings. This commission is deducted from the booking total before payment is transferred to you. Commission covers platform access, customer acquisition, payment processing, and customer support. Commission rates may be reviewed annually with 30 days' notice of any changes.

4. Quoting and Pricing

You may respond to quote requests within your service area. Quotes must be accurate and include all costs for the journey as specified. You may offer counter-prices which require admin approval. Once a Customer accepts your quote and pays, you are contractually obligated to fulfil the booking. Deliberately underquoting to win business then requesting additional payment is prohibited.

5. Service Standards

As an approved operator, you agree to provide vehicles that are clean, roadworthy, and as described. Arrive at pickup locations on time (minimum 15 minutes early recommended). Provide professional, courteous drivers with valid licences and CPC cards. Maintain valid insurance and operator's licence at all times. Comply with all relevant transport regulations.

6. Driver Assignment

You must assign a driver and vehicle to each booking at least 48 hours before the journey. Driver details (name, phone number) must be provided through the Platform. The Customer will receive driver details automatically. Failure to assign drivers may result in booking reassignment and penalties.

7. Cancellations

If you need to cancel a booking, you must notify us immediately. Cancellations by operators may result in: a penalty fee, negative impact on your performance rating, temporary or permanent suspension for repeated cancellations. We will attempt to find an alternative operator for the Customer.

8. Payments

Customers pay the Platform directly at time of booking. Your earnings (minus commission) are transferred to your registered bank account within 7 working days of job completion. Payment requires the job to be marked as completed in the system. Disputed payments may be held pending investigation.

9. Customer Communication

All communication with Customers should be through the Platform messaging system. Do not solicit direct bookings from Platform Customers. Do not share personal contact details until driver assignment. Maintain professional communication at all times.

10. Reviews and Ratings

Customers may leave reviews after completed journeys. Your average rating affects your visibility on the Platform. Operators with ratings below 3.5 stars may be subject to review. You may respond to reviews professionally through the Platform.

11. Insurance and Compliance

You must maintain valid public liability insurance (minimum £5 million), valid operator's licence, MOT certificates for all vehicles, and appropriate driver qualifications. You must notify us immediately if any documentation expires or is revoked. Operating without valid documentation will result in immediate suspension.

12. Termination

Either party may terminate this agreement with 30 days' written notice. We may suspend or terminate your account immediately for breach of these terms, fraudulent activity, failure to maintain required documentation, consistently poor service or ratings, or illegal activity.

13. Liability

You are responsible for the safe transport of passengers and their belongings. You maintain your own insurance for passenger liability. The Platform is not liable for incidents during journeys. You indemnify the Platform against claims arising from your services.

14. Data Protection

You will handle Customer data in accordance with GDPR. Customer information is provided solely for fulfilling bookings. You must not use Customer data for marketing without consent. You must delete Customer data after the booking is complete unless legally required to retain it.

15. Changes to Terms

We may update these terms with 30 days' notice. Continued use of the Platform after changes constitutes acceptance. Material changes will be notified by email.

16. Governing Law

This agreement is governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any disputes.

17. Contact

For questions about these terms, contact us at operators@coachtravelhub.com