Operator Terms & Conditions

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

The Platform is operated by COACHTRAVELHUB LIMITED, a company registered in England and Wales (Company No. 17224303), with registered office at 33 Tavistock Mews, High Wycombe, HP12 3DG ("we", "us", "our", "the Platform").

1. Definitions

In these terms:

• Booking: a confirmed and paid journey between Customer and Operator arranged through the Platform
• Commission: the percentage fee retained by the Platform from each Booking
• Customer: a person or organisation booking Services through the Platform
• Operator / "you": the coach or minibus company registered on the Platform
• Platform: the CoachTravelHub website and booking services
• Quote: a price offered by an Operator for a Customer's journey request
• Services: the coach or minibus hire services provided to Customers
• Vehicle: any vehicle used in providing the Services

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 current information including:

• valid PSV operator's licence (Standard National or Standard International, as appropriate to your operations)
• comprehensive public liability insurance (minimum £5 million)
• vehicle documentation (V5C, MOT/Annual Test certificates, public service vehicle certificate of initial fitness or equivalent)
• driver qualifications including Driver CPC, valid PCV/D1 entitlement, and DBS where required
• company registration details (Companies House number where applicable)
• evidence of compliance with EU/UK drivers' hours rules and the Working Time Directive

We reserve the right to reject applications or remove Operators who do not meet our standards. Approval is not guaranteed and is at our sole discretion.

You must immediately notify us of any change to your licensing, insurance, or qualifications. Failure to do so is a material breach of these terms.

3. Platform Commission

The Platform charges a Commission of 10% on all completed Bookings.

Commission is calculated on the total Booking value (excluding any pass-through costs such as tolls, ferry crossings, or other expenses that are reimbursed at cost).

Commission covers:

• Platform access and listings
• Customer acquisition and marketing
• Payment processing infrastructure
• Customer support
• Operator support and administration

Commission rates may be reviewed annually with at least 30 days' written notice of any changes. Existing Bookings at the time of any change will continue at the original Commission rate.

4. Quote Response and Pricing

4.1 Response time

You are expected to respond to Quote requests within 48 hours of receipt.

Persistent failure to respond within this SLA may result in:

• reduced visibility in Quote request distribution
• temporary suspension from the Platform
• termination of your Operator account

4.2 Quote accuracy

Quotes must be accurate and must include all costs for the journey as specified in the request, including:

• driver time and any overnight requirements
• fuel and mileage
• VAT (if you are VAT registered)
• known pass-through costs (typical tolls/ferries for the route)

You may submit counter-offers if the original Quote request requires significant adjustment; counter-offers require admin approval before being shown to the Customer.

4.3 Binding nature of Quotes

Once a Customer accepts your Quote and payment is received, you are contractually obligated to fulfil the Booking. Deliberately under-quoting to win business and then requesting additional payment is prohibited and will result in suspension.

5. Service Standards

As an approved Operator, you agree to:

• provide Vehicles that are clean, roadworthy, and as described in the Quote
• arrive at pickup locations on time (we recommend allowing 15 minutes' contingency)
• 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 including drivers' hours and tachograph rules
• carry all required documentation in the Vehicle during journeys

Failure to meet these standards may result in penalty fees, suspension, or termination.

6. Driver and Vehicle Assignment

You must assign a driver and Vehicle to each Booking at least 48 hours before the journey through the Platform.

Driver details (name, phone number) must be provided through the Platform so the Customer can be notified.

Failure to assign drivers may result in:

• the Booking being reassigned to another Operator (with you liable for the cost difference — see clause 7)
• penalty fees
• account suspension

7. Cancellation by Operator

7.1 Notification

If you need to cancel a confirmed Booking, you must notify us immediately by emailing operators@coachtravelhub.com. Same-day cancellations or no-show events are treated as the most serious breaches.

7.2 Liability for cancellation

Where you cancel a confirmed Booking after the Customer has paid:

• the Customer will be refunded in full; or
• we will source an alternative Operator at our discretion.

You are liable for:

• the full cost of any replacement Service sourced for the Customer (including any premium over your original Quote)
• any additional costs reasonably incurred by the Customer or by CoachTravelHub as a result of the cancellation (for example, re-booking fees, communication costs)
• our reasonable administrative costs in handling the cancellation

These amounts will be invoiced to you and may be set off against future payouts under clause 8.4.

7.3 Performance impact

Operator cancellations affect:

• your performance rating on the Platform
• your visibility in future Quote distribution
• continued access to the Platform (repeated cancellations may result in permanent suspension)

7.4 Force majeure exception

Cancellation due to genuine force majeure (vehicle breakdown despite proper maintenance, severe weather preventing safe operation, driver illness with no available substitute) will be considered on a case-by-case basis. Operators must document and notify such circumstances immediately and provide reasonable evidence on request.

8. Payments to Operators

8.1 Payment flow

Customers pay the Platform at the time of booking. Your earnings (Booking value minus the Commission and any deductions) are paid to your registered bank account by manual bank transfer.

8.2 Payment timing

Payouts are processed manually by the CoachTravelHub finance team, typically within 7 working days of the job being marked complete in the system. We aim to maintain a regular weekly payout schedule.

8.3 Conditions for payout

A payout is released when:

• the job has been marked completed in the Platform
• no active dispute is recorded against the Booking
• all required information (driver assignment, journey completion confirmation) is on file

Disputed payments may be withheld pending investigation. We will notify you of any disputed payments and the basis for the dispute.

8.4 Set-off

We reserve the right to set off amounts you owe to the Platform (including penalties, replacement costs, administration fees) against future payouts. We will provide a statement of any set-off applied.

9. Customer Communication and Anti-Circumvention

9.1 Platform communication

All commercial communication with Customers must take place through the Platform messaging system until driver details are exchanged for journey logistics.

9.2 Anti-circumvention

You must not:

• solicit direct bookings from Customers introduced through the Platform;
• offer Customers contact details or pricing intended to bypass the Platform;
• accept off-Platform bookings from Customers you have first met through the Platform within 12 months of the original introduction; or
• share Customer data with third parties for any purpose other than fulfilling the relevant Booking.

Breach of these anti-circumvention provisions is a material breach. We reserve the right to claim damages equal to the Commission that would have been earned on bypassed bookings, plus reasonable enforcement costs.

9.3 Permitted operational contact

Direct driver-to-Customer contact for the purposes of journey logistics (driver introduction, pickup confirmation, real-time updates during the journey) is permitted and expected.

10. Reviews and Ratings

Customers may leave reviews after completed journeys. Your average rating affects your visibility on the Platform.

Operators with average ratings below 3.5 stars may be subject to performance review and may be asked to demonstrate improvement.

You may respond to reviews professionally through the Platform. Reviews containing defamatory, abusive, or factually false content may be removed at our discretion following investigation.

11. Insurance and Compliance

You must maintain throughout your time on the Platform:

• valid public liability insurance (minimum £5 million)
• valid PSV operator's licence
• current MOT / Annual Test certificates for all Vehicles used for Platform bookings
• current Driver CPC for all drivers operating Platform bookings
• appropriate vehicle insurance for hire and reward operations
• compliance with drivers' hours and tachograph rules

You must notify us immediately if any documentation expires, is revoked, or is suspended. Operating without valid documentation will result in immediate suspension and termination, and you will be solely liable for any consequences arising from non-compliance.

12. Termination

12.1 Termination by either party

Either party may terminate this agreement with 30 days' written notice.

12.2 Immediate termination by us

We may suspend or terminate your account immediately for:

• material breach of these terms
• fraudulent activity
• failure to maintain required licensing, insurance, or documentation
• consistently poor service or ratings
• safety or compliance failures
• illegal activity
• breach of anti-circumvention provisions

12.3 Effect of termination

On termination:

• all outstanding Bookings already accepted must be fulfilled unless agreed otherwise in writing;
• final payouts are released subject to set-off of any sums owed;
• ongoing obligations (confidentiality, anti-circumvention, indemnity) survive termination.

13. Liability and Indemnity

13.1 Operator responsibility

You are responsible for the safe transport of Passengers and their belongings on Platform Bookings. You must maintain your own insurance for passenger and third-party liability.

The Platform is not liable for incidents occurring during journeys, accidents, or losses arising from your operation of Vehicles or the conduct of your drivers.

13.2 Indemnity

You indemnify CoachTravelHub Limited against all claims, losses, damages, costs (including reasonable legal fees), and expenses arising from:

• your provision of Services
• breach of your obligations under these terms
• your acts or omissions
• claims by Customers, Passengers, or third parties relating to your Vehicles or drivers

14. Data Protection

You will handle Customer data in accordance with the UK GDPR and the Data Protection Act 2018.

Customer information is provided solely for fulfilling Bookings. You must:

• only process Customer data for the purpose of providing the Service;
• not use Customer data for marketing or other purposes without the Customer's explicit consent;
• maintain appropriate technical and organisational security measures;
• delete Customer data after the Booking is complete unless legally required to retain it (typically 6 years for tax and regulatory purposes);
• notify us within 24 hours of any data breach involving Platform Customer data.

You are an independent data controller for the Customer data you process to fulfil Bookings. The Platform acts as the introducing party.

15. Changes to Terms

We may update these terms with 30 days' written notice. Continued use of the Platform after the effective date of changes constitutes acceptance.

Material changes will be notified to all active Operators by email.

16. General

16.1 Independent contractor

Nothing in these terms creates an employment, partnership, joint venture, or agency relationship between you and CoachTravelHub Limited. You are an independent contractor.

16.2 Severability

If any provision is found unenforceable, the remaining provisions remain in full force.

16.3 Entire agreement

These terms constitute the entire agreement between you and CoachTravelHub Limited regarding your participation on the Platform.

16.4 Assignment

You may not assign or transfer your Operator account without our prior written consent. We may assign our rights and obligations under these terms.

16.5 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, operational queries, or to raise an issue:

Email: operators@coachtravelhub.com
Postal address: COACHTRAVELHUB LIMITED, 33 Tavistock Mews, High Wycombe, HP12 3DG

COACHTRAVELHUB LIMITED · Company No. 17224303 · Registered in England and Wales · Registered office: 33 Tavistock Mews, High Wycombe, HP12 3DG

Version 2.0 — Effective from 13 June 2026