Customer Terms & Conditions

By using the CoachTravelHub website you agree to be bound by these terms and conditions. Please read them thoroughly before using the website. The website is operated by CoachTravelHub Limited ("we", "us", "our", "the Platform"). These conditions apply to the private hire of coach and minibus transport services.

1. Definitions

• Charges: the total amount payable by you for the Services
• Deposit: 25% of the Charges, payable at time of booking confirmation
• Hirer/Customer: the person or organisation who purchases the Services
• Operator: the approved coach or minibus operator providing the transport
• Passengers: persons travelling on the Services
• Services: the coach or minibus hire services as detailed in your booking
• Vehicle: any vehicle used in providing the Services

2. How The Platform Works

CoachTravelHub is a platform that connects customers seeking coach hire services with approved coach operators. When you submit a quote request, your request is sent to approved operators in your area. Operators may respond with quotes for your journey. You can compare quotes and accept the one that suits your needs. Payment confirms your booking with the chosen operator. We facilitate bookings but do not operate coach services directly. All transport services are provided by independent, approved operators.

3. Booking Process

A booking is only confirmed when you have accepted an operator's quote, full payment has been received, and you have received a booking confirmation from us. Any quotes provided are valid for 72 hours from issue unless otherwise stated. Quotes do not constitute an offer and we are not committed to any course of action until a booking is confirmed.

4. Charges and Payment

Full payment is required at the time of booking confirmation. All payments are processed securely through our payment provider (Stripe). Prices quoted include VAT where applicable. Additional charges may apply for costs not included in the original quote, such as tolls, ferry or tunnel crossings, parking charges, waiting time beyond agreed limits, Clean Air Zone or ULEZ charges, cleaning costs due to damage or excessive mess, and additional driver costs due to delays caused by passengers.

5. Cancellation Policy

If you need to cancel your booking, the following charges apply: 30 days or more before travel - 25% of total (deposit forfeited). 14-29 days before travel - 50% of total. 7-13 days before travel - 75% of total. Less than 7 days before travel - 100% of total (no refund). Cancellation due to weather conditions will be charged as above.

6. Amendments

Any changes to your booking must be requested in writing (email) and are subject to availability. Changes requested more than 7 days before travel may incur a £25 administration fee. Changes requested within 7 days of travel may incur a £50 administration fee.

7. Your Responsibilities

You must ensure that all booking information provided is complete and accurate, you disclose if the hire is for a football match, festival, rally or similar event, passengers arrive at the pickup location on time with correct documents, passenger numbers do not exceed the stated capacity, all passengers wear seatbelts whilst the vehicle is in motion, and children required by law to use car seats have appropriate seats provided by you.

You must ensure that passengers do not behave in an abusive, threatening or disorderly manner, do not smoke (including e-cigarettes) on the vehicle, do not consume alcohol unless agreed in advance with the operator, do not bring animals (except assistance dogs) without prior written agreement, and take all belongings when leaving the vehicle.

8. Luggage

All luggage should be under 20kg. Items deemed unsuitable by weight, size or nature may not be allowed on the vehicle at the driver's discretion. Valuable items (money, electronics, documents, jewellery) must be kept with you as hand luggage and not placed in the luggage hold. We accept no liability for items left on vehicles. Lost property may be held for 1 month.

9. Limitation of Liability

Our total liability for loss or damage to luggage or property is limited to £500. Our total liability for all other claims shall not exceed 100% of the charges paid. We are not liable for indirect or consequential losses, loss of profits, loss of business, or loss of anticipated savings. Nothing limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be limited.

11. Data Protection

Your personal data will be handled in accordance with our Privacy Policy. We share necessary information with operators solely to fulfil your booking. You consent to this when making a booking.

12. General

These terms constitute the entire agreement between you and CoachTravelHub. We may update these terms from time to time. The current version will always be available on our website. This agreement is governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any disputes.

13. Contact Us

For questions about these terms or your booking, contact us at support@coachtravelhub.com