Customer Terms & Conditions

By using the CoachTravelHub website you agree to be bound by these terms and conditions. Please read them carefully before using the website or booking any Services.

The website 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").

These conditions apply to the private hire of coach and minibus transport services arranged through the Platform.

1. Definitions

In these terms:

• Balance: 65% of the Charges, payable in advance of the journey as detailed in clause 5
• Charges: the total amount payable by you for the Services
• Deposit: 35% of the Charges, payable at the time of booking confirmation
• Hirer / Customer / "you": the person or organisation who purchases the Services
• Operator: the approved coach or minibus operator providing the transport
• Passengers: persons travelling on the Services
• Platform: the CoachTravelHub website and booking 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. The contract for the transport Service is between you and the Operator. CoachTravelHub Limited acts as the Platform facilitating that contract.

3. Eligibility

To book Services through the Platform, you must be at least 18 years old and legally able to enter into a binding contract. By placing a booking, you confirm that this is the case.

4. Booking Process

A booking is only confirmed when:

• you have accepted an Operator's quote;
• the required payment has been received (see clause 5); and
• you have received a booking confirmation email from us.

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.

5. Charges and Payment

5.1 Payment structure

The payment structure depends on how far in advance you book:

• Bookings made 14 days or more before the journey: a Deposit of 35% of the Charges is payable at booking; the Balance of 65% is payable in advance of the journey. You will be invoiced for the Balance with sufficient notice.
• Bookings made less than 14 days before the journey: the full Charges (100%) are payable at booking.

5.2 Payment method

All payments are processed securely through our payment provider (Stripe). We do not store payment card details directly.

5.3 VAT

CoachTravelHub Limited is not currently VAT registered. No VAT is charged on Platform fees. Operators may or may not be VAT registered; this will be reflected in the quoted price.

5.4 Additional charges

Additional charges may apply for costs not included in the original quote, including:

• tolls, ferry or tunnel crossings
• parking charges incurred during the journey
• waiting time beyond agreed limits
• Clean Air Zone or ULEZ charges
• cleaning costs due to damage or excessive mess
• additional driver costs due to delays caused by passengers

These will be invoiced after the journey where applicable.

6. Cancellation by You

If you cancel your booking, the following refund tiers apply, based on the time before the scheduled pickup at the time we receive your written cancellation notice:

• 14 days or more before journey — 100% refund of paid amount
• 7 to less than 14 days before journey — 50% refund of paid amount
• 48 hours to less than 7 days before journey — 25% refund of paid amount
• Less than 48 hours before journey — no refund

Refunds are processed via the original payment method, typically within 5-10 business days of cancellation.

Cancellation due to weather conditions, individual personal circumstances, or other factors outside our control is subject to the same tiered policy. Where exceptional circumstances genuinely prevent the journey from taking place (force majeure — see clause 12), separate arrangements may apply.

To cancel, contact support@coachtravelhub.com with your booking reference.

7. Cancellation by Operator

In the rare event that the assigned Operator is unable to fulfil your booking:

• where possible, we will arrange an alternative Operator at no additional cost to you; or
• if a suitable alternative cannot be sourced, you will receive a 100% refund of paid amounts.

If the replacement Operator we arrange charges more than your original Operator, the cancelling Operator is liable for the difference and any additional reasonable costs incurred. You will not be charged for this difference.

8. Amendments

Any changes to your booking must be requested in writing (email to support@coachtravelhub.com) and are subject to availability and Operator agreement.

Administration fees may apply:

• Changes 7 days or more before travel: £25 administration fee
• Changes within 7 days of travel: £50 administration fee

Changes that increase the cost (e.g., additional miles, extra passengers, extended duration) will incur additional charges to be settled before the journey.

9. Your Responsibilities

9.1 Booking information

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 (some Operators may decline these or charge additional fees);
• passengers arrive at the pickup location on time with any necessary documents;
• passenger numbers do not exceed the stated capacity (see clause 10); and
• children required by law to use car seats have appropriate seats provided by you.

9.2 Passenger conduct

You must ensure that passengers:

• wear seatbelts whilst the Vehicle is in motion;
• 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.

The driver has authority to refuse boarding to, or remove from the Vehicle, any passenger who breaches these conditions. No refund applies in such cases.

10. Passenger Numbers

You must accurately state the number of passengers at booking. The Vehicle assigned will be sized accordingly.

If more passengers arrive than were booked, the Operator may, at their discretion:

• refuse to transport excess passengers (excess passengers will not travel; no refund or compensation applies); or
• where capacity legally allows, charge an additional pro-rata fee per excess passenger, payable before departure.

The choice between these options is at the Operator's discretion based on Vehicle capacity, legal requirements and other circumstances at the time.

11. Luggage

Each Passenger may bring one standard suitcase (under 20kg) and one item of hand luggage. Items deemed unsuitable by weight, size or nature may be refused 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 by the Operator for up to one month; please contact support@coachtravelhub.com to enquire about lost items.

12. Force Majeure

Neither party is liable for failure or delay in performance caused by events outside reasonable control, including but not limited to:

• severe weather (snow, flooding, ice)
• road closures and traffic incidents
• strikes and industrial action
• fuel shortages
• pandemic, epidemic, or government public-health restrictions
• acts of terrorism or civil disturbance

Where a journey cannot be completed due to such circumstances, we will work with the Operator to reschedule the booking where possible. Where rescheduling is not possible, refund arrangements will be agreed on a case-by-case basis.

13. 14-Day Cooling-Off Period

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the standard 14-day cancellation right does not apply to bookings made through the Platform.

This is because the Services constitute passenger transport for a specific date (Regulation 28(1)(h) — exemption for transport services where the contract provides for a specific date or period of performance).

Cancellation by you is therefore governed by the tiered refund policy at clause 6, not the 14-day cooling-off period.

14. Limitation of Liability

14.1 Our liability

Our total liability for loss or damage to luggage or property is limited to £500.

Our total liability for all other claims arising from your booking or your use of the Platform shall not exceed 100% of the Charges paid for the relevant booking.

We are not liable for indirect or consequential losses, including:

• loss of profits or business
• loss of anticipated savings
• loss of opportunity
• loss of goodwill
• wasted expenditure

14.2 What is not limited

Nothing in these terms excludes or limits our liability for:

• death or personal injury caused by our negligence
• fraud or fraudulent misrepresentation
• any other liability that cannot legally be excluded under English law

14.3 Platform vs Operator liability

CoachTravelHub Limited operates the Platform. Transport Services are provided by independent Operators. Claims relating to the conduct of journeys (driving standards, vehicle condition, journey-specific issues) should be raised with the Operator in the first instance; we will assist where appropriate.

15. Complaints

If you wish to raise a complaint, please contact us at support@coachtravelhub.com with:

• your booking reference
• a clear description of the issue
• any relevant supporting information (photos, dates, names)

We aim to acknowledge complaints within 2 working days and provide a substantive response within 10 working days.

If you remain dissatisfied after our response, you may have the right to seek independent dispute resolution through the relevant trade body or the courts.

16. Data Protection

Your personal data will be handled in accordance with our Privacy Policy, available at coachtravelhub.com/privacy.

We share necessary information with Operators (including your name, contact details, and booking details) solely to fulfil your booking. By making a booking, you accept this sharing as necessary for the performance of the contract.

17. General

17.1 Entire agreement

These terms, together with the Privacy Policy and your booking confirmation, constitute the entire agreement between you and CoachTravelHub Limited regarding your booking.

17.2 Updates

We may update these terms from time to time. The current version will always be available at coachtravelhub.com/terms. Material changes will be notified to existing customers by email.

17.3 Severability

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

17.4 No third-party rights

These terms do not create any third-party rights under the Contracts (Rights of Third Parties) Act 1999.

17.5 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 arising from or relating to these terms or any booking.

18. Contact Us

For questions about these terms, your booking, or to raise a complaint:

Email: support@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