Terms and Conditions
1. Definitions & Interpretation
1.1 – In these Terms & Conditions, unless the context otherwise requires:
- Words importing the singular include the plural and vice versa.
- Words importing any gender include all genders.
- References to “persons” include individuals, firms, companies, organisations, associations and trusts.
- References to any clause are references to clauses within these Terms & Conditions;
- References to “including” or “includes” shall mean including without limitation.
2. Payment Terms
2.1 – All payments must be made using one of the payment methods agreed by Comfort Coaches Ltd. We reserve the right to determine which payment option is applicable to each booking.
Payment Options
2.1.1 – Minimum 20% deposit paid by card at the time of booking, with the remaining balance payable in cash to the driver on the day of travel.
2.1.2 – Minimum 20% deposit paid by card at the time of booking, with the remaining balance payable by card no later than 7 days before travel.
A second card transaction may incur an administration fee of £20 or 5% of the transaction amount, whichever is greater.
2.1.3 – Full payment by card no later than 7 days before travel.
2.1.4 – Full payment via BACS / CHAPS / Bank Transfer no later than 7 days before travel.
2.2 -Bookings are not confirmed until the minimum deposit of 20% or full payment has been received.
2.3 – Where payment is being made in cash to the driver, payment must be made before departure.
3. Amendments
3.1 – We will always do our best to accommodate amendment requests; however, amendments cannot be guaranteed.
3.2 – Amendments must not be arranged directly with drivers, as drivers do not have access to the booking system.
3.3 – All amendment requests must be submitted by email and allow up to 24 hours for processing.
3.4 – We are unable to process amendments within 24 hours of travel, as driver schedules and vehicle allocations will already have been finalised.
3.5 – Certain amendments may incur additional charges, particularly where changes affect driver hours, routing, or vehicle allocation. Any applicable charges will be confirmed before amendments are made.
4. Additional Pick-Ups, Drop-Offs & Waiting Time
4.1 – Unless otherwise agreed in writing, each booking includes one pick-up and one drop-off location only.
4.2 – Additional pick-ups or drop-offs are charged from £10 each, subject to distance and route suitability.
4.3 – To provide an accurate quotation, all relevant postcodes must be supplied in advance.
4.4 – Additional stops requested during the journey are at the driver’s discretion and may be refused.
4.5 – Unscheduled waiting time is charged at £50 per hour.
5. Delays to Service
5.1 – We shall not be held liable for delays caused by traffic congestion, road accidents, adverse weather conditions, breakdowns, or other circumstances beyond our reasonable control.
5.2 – Passengers acknowledge that delays can occasionally occur within the passenger transport industry without negligence on the part of the operator.
5.3 – If a vehicle is delayed by more than 60 minutes and we are unable to provide a replacement vehicle within 90 minutes of the scheduled departure time, customers who choose not to travel may be entitled to a refund of amounts paid, at management discretion.
5.4 – We shall not be liable for consequential losses including, but not limited to:
- Missed flights,
- Missed events,
- Alternative transport costs,
- Accommodation costs,
- Business losses,
- Or missed appointments.
5.5 -In the event of a mechanical issue rendering the booked vehicle unavailable, we will make reasonable efforts to provide a replacement vehicle. Where no replacement is available, any refund offered shall be at management discretion.
6. Cancellation & Refund Policy
6.1 – All cancellations must be made in writing via email.
6.2 – Deposits are non-refundable where cancellations are made by the customer.
6.3 – Where full payment has been made, refunds will be issued minus the non-refundable deposit amount.
6.4 – Cancellations made within 5 days of travel may be liable for the full booking balance.
6.5 – At our discretion, deposits may be transferred to a future booking.
6.6 – If Comfort Coaches Ltd cancels a booking, a full refund will be issued.
6.7 -Refunds are processed on Fridays.
7. Force Majeure
7.1 – Comfort Coaches Ltd shall not be liable for any failure or delay in performing its obligations under these Terms & Conditions where such failure or delay results from circumstances beyond its reasonable control.
7.2 – Such circumstances include, but are not limited to:
- Severe weather conditions,
- Road traffic accidents,
- Road closures,
- Vehicle breakdowns,
- Fuel shortages,
- Srikes or industrial action,
- Civil unrest,
- Acts of terrorism,
- Pandemics or public health emergencies,
- Government restrictions,
- Or any other unforeseen event beyond our reasonable control.
8. Conduct of Passengers
8.1 – Passengers are carried subject to all applicable legislation, including the Public Service Vehicles (Conduct of Drivers, Inspectors, Conductors and Passengers) Regulations 1990.
8.2 – Passengers are responsible for arriving at the agreed departure point on time.
8.3 – The driver is responsible for the safety of the vehicle and all passengers. Any passenger whose behaviour is deemed unsafe, abusive, illegal, or disruptive may be removed from the vehicle without refund.
9. Children & Babies
9.1 – All passengers, regardless of age, require their own seat..
9.2 – Customers are responsible for supplying and fitting any required child or baby seats.
9.3 – We do not provide child seats or baby seats.
10. Animals
11. Food, Drink & Alcohol
11.1 -Food and soft drinks may be permitted onboard subject to prior agreement.
11.2 – Alcohol consumption is strictly prohibited.
11.3 -Customers are expected to remove rubbish at the end of the journey. Excessive mess may result in a cleaning charge of £50 or more.
12. Vehicle Safety Rules
12.1 -All passengers must comply with instructions given by the driver at all times.
12.2 – Passengers must behave in a safe and respectful manner whilst travelling.
12.3 -Standing, moving around excessively, distracting the driver, or obstructing aisles and exits whilst the vehicle is in motion is strictly prohibited.
12.4 – Emergency exits, safety equipment, and fire extinguishers must only be used in genuine emergencies.
12.5 -Passengers must not carry or use any dangerous, illegal, or hazardous items onboard the vehicle.
12.6 – The driver reserves the right to refuse travel or terminate a journey where passenger behaviour compromises safety, causes damage, or places other passengers or the driver at risk.
13. Seatbelt Policy
13.1 – Where seatbelts are fitted, passengers are legally required to wear them at all times whilst the vehicle is in motion.
13.2 – Parents, guardians, or group organisers are responsible for ensuring children and minors comply with seatbelt regulations.
13.3 -Comfort Coaches Ltd accepts no liability for injuries resulting from passengers failing to wear seatbelts.
14. Smoking & Vaping Policy
14.1 – Smoking is strictly prohibited on all vehicles operated by Comfort Coaches Ltd.
14.2 – The use of electronic cigarettes, vapes, or similar devices is also strictly prohibited onboard all vehicles.
14.3 – Any passenger found smoking or vaping onboard may be removed from the vehicle without refund.
14.4 – Passengers may also be charged for any cleaning costs, damage, or penalties arising from smoking or vaping onboard the vehicle.
15. Damage, Spillages & Cleaning
15.1 – Any damage caused to the vehicle by passengers will be charged at the cost of repair.
15.2 – The use of electronic cigarettes, vapes, or similar devices is also strictly prohibited onboard all vehicles.
15.3 -Spillages including water, soft drinks, vomiting, urination, or excessive soiling will incur a minimum cleaning charge of £100.
16. Passenger Property
16.1 – Passenger property is carried entirely at the owner’s risk.
16.2 – We accept no responsibility for loss, theft, or damage to personal belongings unless caused directly by our negligence.
16.3 – Drivers may refuse items deemed unsafe, unsuitable, or excessively large.
17. Lost Property
17.1 – Items left on vehicles will be handled in accordance with company policy.
17.2 – Found property should be handed directly to the driver where possible.
17.3 – Lost property enquiries should be directed to:
- Comfort Coaches Ltd
-
24 Elliman Avenue
Slough
SL2 5BG
18. Complaints
18.1 – We strive to provide the highest possible standard of service. If you wish to make a complaint, please submit it in writing via email, including your booking reference number.
18.2 – Please allow up to 10 working days for a response.
18.3 – Complaints should be submitted as soon as possible and no later than 28 days after travel.
19. Liability
19.1 – We accept responsibility for services provided by our employees acting within the course of their employment.
19.2 – Nothing in these Terms & Conditions excludes or limits liability for:
- Death or personal injury caused by negligence,
- Fraud or fraudulent misrepresentation,
- Or any liability which cannot legally be excluded under English law.
20. Data Protection
20.1 – We process personal data in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
20.2 – Personal information will only be used for legitimate business purposes, including managing bookings, customer service, and legal obligations.
21. Severability
21.1 -If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
22. Remedies
23. Governing Law & Jurisdiction
23.1 -These Terms & Conditions are governed by the laws of England and Wales.
23.2 – Any disputes arising shall be subject to the exclusive jurisdiction of the courts of England and Wales.