01242 257 714
Visit us at 61 Clarence Street, Cheltenham, open Monday to Friday 9.30am – 4.30pm
Terms & Conditions and Important Notes
*Children 4 and under will require booster seats/car seats, provided & fitted by the parent/guardian. And children under the age of 14 are not permitted to occupy the first 4 seats of the coach. If booking via the website, if seat allocation is automatic, please note that the driver may be required to move passengers to different seats if an under 14 is allocated one of these seats.
Please note that if you book a Child place for an excursion that includes tickets/entry fees and the venue questions the age of the child, and deems that they are actually an adult, they be refused entry or you may be required to pay the additional amount of an adult ticket. Please note that if you book a place knowing that said child is over the age stated by the venue, Marchants cannot accept responsibility or be held accountable in cases of refused entry or additional payment requests.
PLEASE ENSURE YOU CHECK YOUR TICKET CAREFULLY WHEN RECEIVED AND MAKE SURE THAT ALL DETAILS ARE CORRECT. IF ANY ARE INCORRECT THEN PLEASE CONTACT US ASAP. MARCHANTS COACHES CANNOT BE HELD RESPONSIBLE FOR ANY INCORRECT DETAILS RESULTING IN A MISSED TOUR/HOLIDAY IF YOU HAVE NOT CHECKED AND ADVISED.
Cheltenham Racecourse: If your pick up/set down point is the Cheltenham Racecourse they now lock the main gates in the evening (7.45pm). The driver will contact security to advise of an ETA and they will then open the gate to allow exit, but please note that security may be on patrol and have to make their way to the gates so could take a few extra minutes. Due to the coach having to use the Park & Ride bay, the driver will not be able to wait for latecomers as they have limited time allowance.
Your ticket is also a receipt for payment and acceptance by you and all other passengers travelling on this ticket of the terms and conditions stated below.
Tours and excursions operate subject to minimum numbers and occasionally we may be forced to cancel a departure if bookings fall short of the necessary target. If we do have to cancel you will be notified at least 48 hours in advance and offered a full credit, refund or an alternative tour.
If you cancel your booking more than 5 working days before departure we will refund the amount paid less £5.00 per person cancellation fee (maximum £20.00 per ticket) regardless of any personal circumstances which may have resulted in the cancellation. For cancellations within 5 working days no refund is due regardless of any personal circumstances which may have resulted in the cancellation. If your booking includes a charge for meals, theatre/show tickets, entrance fees etc., refunds will be subject to our recovering these costs.
All tickets must be paid for in full at the time of booking and in advance. Drivers cannot accept direct payment.
Unfortunately we can no longer accept transfer requests for our excursions/theatre trips. Should you no longer be able to make a date booked for any reason then the cancellation policy above will apply.
It is a legal requirement for all passengers; including children and babies in baby/child seats or booster seats as appropriate, to wear seatbelts. Any child under the age of 4 is required to be in a car seat or a booster seat. These are to be provided, and fitted, by the parent/guardian. Children under the age of 14 are not permitted to occupy the first 4 seats of the coach (First row, numbered 1 - 4). If booking via the website, if seat allocation is automatic, please note that the driver may be required to move passengers to different seats if an under 14 is allocated one of these seats. All passengers must occupy their own allocated seat. Under no circumstances will a child be allowed to sit on another passengers lap.
If you book a child place for an excursion that includes tickets/entry fees and the venue questions the age of the child, and deems that they are actually an adult, they may be refused entry or you may be required to pay the additional amount of an adult ticket. If you book a place knowing that said child is over the age stated by the venue, Marchants cannot accept responsibility or be held accountable in cases of refused entry or additional payment requests.
A family ticket consists of 2 adults and 2 children (aged up to 15 years old). If a customer purchases a family ticket and tries to board the coach with different ratio of accepted passengers (I.E 3 adults, 1 child or 4 adults) then the driver may refuse said passengers to board the coach.
For theatre trips, we will make every effort to ensure your party are seated together for the performance, regrettably however, this cannot be guaranteed.
No animals other than guide dogs for the blind and assistance dogs are permitted on our vehicles.
No takeaway food may be consumed on the coach without prior approval or permission.
No Alcohol may be consumed on the coach.
We operate a strict no smoking policy, including electronic cigarettes.
Your departure time is shown on your ticket. We cannot be held responsible for missed departures due to you being late or at the wrong location. If in doubt, please check. If you wish to change your pick-up point, you must notify us in advance.
Passengers with Disabilities: Should you or a member of your party have any disability or medical condition that may affect an excursion or holiday, please advise us prior to confirming the booking so that we can advise as to the suitability of the trip and/or hotel/venue. If a passenger requires assistance then they must travel with an able bodied companion or carer. Please advise us of any intentions to bring any mobility aids, particularly mobility scooters or wheelchairs, as only certain models/weight limits can be accommodated in the hold of the coach. We will make every effort possible to accommodate each passenger who wishes to travel with us.
If any passenger suffers from Dementia or Alzheimers then a carer/responsible companion must accompany them on the trip.
All folding wheelchairs, lightweight mobility scooters, walking frames, shopping trolleys/wheeled cases, prams & child buggies must be pre-booked. Unfortunately we cannot accept rigid/electric wheelchairs or heavy duty mobility scooters (please see below image for clarification)
Seats are allocated upon booking. Please ensure you are in the correct allocated seat once boarded. However, the coach may have empty seats on the day of the excursion, the driver will advise if this is the case after the last pick up has taken place and you may be able to move to a spare seat should you wish to do so; please advise the driver at the earliest, and safest, opportunity of your new seat numbers should you move.
We reserve the right to adjust timings, vehicle size and seat/coach numbers, and shall contact you at the earliest opportunity in such circumstances. We do recommend that you contact us 3 days before your departure to re-confirm your departure time. Arrival and departures times may be affected by traffic conditions. Marchants shall not be liable for any missed events or connecting transport arrangements if due to unforeseen circumstances such as heavy traffic, accidents, diversions, severe weather, etc.
No luggage is permitted on excursions except those involving accommodation booked by or on behalf of Marchants Coaches.
On trips to hypermarkets, weight restrictions apply to the coach and passengers may be restricted on the amount of goods that they can bring back. No restricted goods allowed. It is also strictly forbidden to exceed the advisory Customs & Excise limits on alcohol and tobacco.
All passengers personal effects and property are carried at the owners risk.
Marchants shall not be held liable or responsible for consequential loss due to the curtailment, closure, cancellation, amendment or withdrawal of any display, event, show, exhibition or service advertised as part of the tour.
We reserve the right to refuse carriage to any person who, in the opinion of the driver, is under the influence of alcohol or drugs or whose behaviour, actions or demeanour may cause offence, disruption or distress to other passengers or the driver. No compensation or claim for loss is due to any such passenger refused carriage.
We ask all passengers to be respectful of other patrons on board the coach and try to refrain from using abusive language or being overly loud.
Drivers are not permitted to pick up or drop off passengers at points not listed on the itinerary or timetable.
Specific Tour special Instructions, Terms and Conditions:
Coronation Street -The Tour
Important Information: Guests will be subject to a person and bag search. Please only bring essential items and keep belongings to a minimum. Please note there are no temporary storage facilities for non-permitted bags, so it will be left to the guest to find a safe temporary storage facility.
The following items are permitted on the tour:
Small bags including handbags (under 40cm x 35cm x 19cm - approximately the size of an A3 sheet of paper)
Large bags including shopping bags (over 40cm x 35cm x 19cm - approximately the size of an A3 sheet of paper)
Any item where the contents cannot be verified on search such as wrapped presents/gifts
Visitors who may require disabled access must inform US at the time of requesting a Booking to ensure the best experience for all. Due to the nature of the attraction WE would strongly advise you that the attraction requires a degree of walking and standing including walking over cobbled streets.
Any children under 16 years of age must be accompanied by a person aged 18 years or over whilst on a Tour or on OUR premises. Children shall remain under the control and supervision of a person aged 16 or over at all times.
Chelsea Flower Show
No children under 5, prams, pushchairs or babes in arms admitted.
Bristol Harbour Festival
Please note that the leave time for the Harbour Festival is early evening.
Please note that this is a long day trip, it can take up to 3 hours to travel through the lights, this does mean that it can be the early hours of the morning when you return to your drop off point.
Bath Xmas Market
Please note that the collection times may change slightly depending on the time slots available for the coach drop off in Bath.
For safety and security reasons, a one-way system operates along the visitor route. On arrival, you and your belongings will be subject to airport-style security checks. Please try to bring as little as possible with you as it will help you to get through security screening more quickly. Some items, such as large items of baggage, backpacks, pushchairs, pen-knives and scissors will have to be checked in and reclaimed at the end of the visit.
Photography, video recording and filming including the use of wearable devices for non-commerical purposes are not permitted inside the State Rooms. Photography and filming for non-commercial purposes are welcomed in the garden at Buckingham Palace. In consideration of other visitors, mobile phones must be switched off inside the State Rooms.
Eating and drinking are not permitted inside the State Rooms. You will be asked to place drinks and food in closed bags before being admitted to the Palace.
For safety reasons, pushchairs cannot be taken into the State Rooms. They must be checked in and reclaimed at the exit. Baby carriers and hip seats can be borrowed free of charge, subject to availability.
Access for visitors with disabilities
As a World Heritage Site, Avebury has a unique and ancient landscape. However, this means that there are physical limitations on what we are able to offer for visitors with mobility restrictions. Please consider the needs of any elderly or physically impaired members of the group, as some may find the walk from the main car park taxing.
The distance from the main visitor car park to Avebury Manor is about 500 metres and the paths can be uneven, including cobbles and gravel.
PLEASE READ CAREFULLY
Marchants Coaches Ltd undertakes to operate the tours in this brochure to the best of our ability and we accept responsibility for the arrangements of your holiday that are wholly in our control. However, we cannot accept liability for any alterations made necessary by any events or actions which are beyond our direct control. We make every effort to ensure that all arrangements for the holidays advertised are accurate and we aim only to deal with suppliers who are efficient and reputable. We do not have any direct control over the provisions of our suppliers services and do not accept any loss caused by the non-performance of these suppliers. We also reserve the right to change our printed itinerary should external factors enforce such action either prior to or during the holiday. Your signature on the booking form indicates that these conditions are acceptable to you. Similarly any published times which are given to you may be affected by situations beyond our control such as road maintenance and weather conditions and should only be used as a guideline.
To make a valid booking you must complete a booking form and pay the deposit. Where there is more than one member of a party to be included in a booking, the person signing the booking form shall be deemed to do so on the basis that he or she represents and acts as agent for all members of the party and as such accepts these booking conditions on behalf of each member of the party. Bookings will be confirmed by issuance of a confirmation invoice, which will show the balance due on your holiday and the due date of your balance. No further reminders will be sent and the balance must be paid to the office at which you made your original booking no later than 8 weeks prior to the departure date. If the balance is not paid by the due date, we reserve the right to cancel your booking and to retain any deposits paid. Ticket and luggage labels will be issued on payment of your final balance and these must be shown on boarding your coach. Your exact departure point and time will be specified on your ticket. Please notify the office at which you made your booking if you lose your tickets. If a booking is made within 8 weeks of departure the full amount is liable to be paid at the time of booking. We reserve the right to refuse any booking and to terminate a client's holiday in the event of them causing a nuisance, or his or her condition is offensive to other passengers, or they partake in unreasonable behaviour.
We guarantee not to raise the price of a holiday unless there is a major cost increase beyond our control, e.g. an oil crisis with subsequent fuel increases, changes in the VAT rate, currency fluctuations etc. No surcharges will be made once the balance has been paid. In the unlikely event that we are obliged to make a surcharge, you will be given the option of continuing with your booking at the new price or cancelling your booking. If you decide to cancel we will refund all payments made to us in respect of your holiday.
CANCELLATION & BOOKING AMENDMENTS
If you wish to change your holiday choice after deposits have been paid but before final balance is due, an administration fee of £10 per person is payable. If you wish to cancel your holiday after having paid a deposit, this must be communicated in writing to us as soon as possible and you will be liable to the following scale of charges:
57 days or more before departure - Deposit only.
50 to 56 days before departure - 50% of total holiday cost.
29 to 49 days before departure - 70% of total holiday cost.
15 to 28 days before departure - 90% of total holiday cost.
0 to 14 days before departure - 100% of total holiday cost.
The cancellation will date from the day that written notice is received at our office. Any cancellation charge is payable by the passenger to us and the passenger should then claim on their insurance policy for reimbursement if applicable.
In the event of cancellation by Marchants Coaches Ltd your money will be refunded in full and this shall be the limit of our liability. We aim never to cancel any tour and would only do so in exceptional circumstances or due to failure to reach minimum required numbers. If we are obliged to change your holiday in any way due to circumstances beyond our control, we will try to ensure that you are given early notification of a change and the reasons for such a change.
Insurance is compulsory for our holidays to Europe and the Channel Islands. You must provide confirmation that you have arranged adequate insurance cover. We advise passengers to take out on insurance on holidays in the UK also in case they need to cancel for emergency reasons.
LUGGAGE & PERSONAL BELONGINGS
You are requested to take only one standard-sized suitcase per passenger. Marchants Coaches Ltd cannot be held responsible for luggage and personal belongings carried on vehicles.
We regret that no pets may be taken on our holidays.
We will make every effort to comply with requests for special diets, low floor accommodation, etc and these should be notified to us in writing at the time of booking and detailed on the booking form. We cannot however accept any booking that is conditional upon guaranteeing special requests. Some of our featured hotels may offer sea view rooms. These can be requested, however not guaranteed.
A few of our featured hotels regrettably do not have lifts and therefore may not be suitable for clients with mobility issues.
For any enquiries regarding your holiday/room please ensure you contact Marchants and not the hotel directly. This is to ensure that all your requirements/requests are noted on the paperwork.
If you are receiving medical treatment for any continuing illness you must inform the office when making your booking and include details on your booking form. This information may be helpful to your driver in the unfortunate event that you require medical attention whilst on holiday. Every effort is made to assist disabled people travelling on our holidays and notification to Marchants Coaches Ltd will enable us to serve you better. We cannot be held responsible for any difficulties encountered if we have not been given prior notification of any disability in writing. Please do not hesitate to ask if you wish to be advised on the suitability of any holiday that appears in this brochure.
PASSENGERS WITH DISABILITIES
Should you or a member of your party have any disability or medical condition that may affect an excursion or holiday, pleasae advise us prior to confirming the booking so that we can advise as to the suitability of the trip and/or hotel/venue. If a passenger requires assitance then they must travel with an able bodied companion or carer. Please advise us of any intentions to bring any mobility aids, particularly mobility scooters or wheelchairs, as only certain models/weight limits can be accommodated in the hold of the coach. We will make every effort possible to accommodate each passenger who wishes to travel with us.
If any passenger suffers from Dementia or Alzheimers then a carer/responsible companion must accompany them on the trip.
In the unlikely event that you have a complaint during a tour please inform the driver immediately. He will do his best to assist you, but please bear in mind that we have no direct control over hotels and other parties. If you wish to make further representations on your return please write to us within 28 days of your return date.
The Public Service Vehicle (Conduct of Drivers, Conductors and Passengers) Regulations 1936, as amended apply to all coaches throughout any holiday. When you travel on another form of transport during the course of your holiday (e.g. a ferry) then the conditions of carriage of that carrier will apply. These may limit or exclude any liability to you. Marchants Coaches Ltd shall in no circumstances be liable for any occurrence whatsoever suffered by any passenger which arises as a result of any breakdown, delay, change of route, accident or otherwise in the course of the holiday caused other than by negligence of Marchants Coaches Ltd, its servants or agents who are under direct control of the firm. With all arrangements made for hotel accommodation, excursion visits and use of road vehicles, trains or any other means of conveyance operated by person or bodies other than the firm, which are made by the firm, the firm will not be responsible for any loss, damage, injury, delay, or inconvenience however caused to or sustained by passengers in any such hotel, excursion visit, vehicle, train or any other means of conveyance.
Specific Holiday special instructions, Terms and Conditions:
Jersey by Sea Holiday
PICK UP TIMES MAY BE SUBJECT TO CHANGE IF THE FERRY TIMES ARE AMENDED BY CONDOR. PLEASE NOTE THAT THEY MAY ALSO CHANGE THE SERVICE (FERRY JOURNEY DURATION)
Only one bag per passenger, 20kg hold luggage allowance plus one hand baggage.
Condor Ferries have informed us that from the 1st March 2019, any passengers travelling with them on a domestic sailing (interisland and between the UK, Guernsey and Jersey) will be required to take photo ID.
Passengers will be required to carry a form of photographic identification, without the identification the passengers WILL BE REFUSED to travel, Accepted travel documents include
A valid passport (i.e. in date)
An expired passport (domestic routes only, up to two years after expiry)
Valid EU or Swiss national identity card
Valid driving licence (full or Provisional are accepted)
Valid armed forces identity card
Valid police warrant card/badge
A child on parents passport is an acceptable form of ID
Citizen Card or Civilian Card, available from www.citizencard.com
Valid firearm certificate
Valid government-issued identity card
NHS SMART card
Electoral identity card
NUS card (National Union of Students)
University/college ID card
Company ID card of nationally recognised company
Council issued bus pass
Young Scot card
Disabled badges which have a photograph of the holder
Certificate of Competency issued by the government (domestic routes only, must be photographic)
VALIDATE UK PASS photographic proof of age cards
CPP Guernsey ID card
Guernsey 18+ card
Please note that all photo ID must be legible and undamaged, otherwise you will not be able to travel.
Insurance is compulsory for our holidays to Europe and the Channel Islands. You must provide confirmation that you have arranged adequate insurance cover.
Insurance is compulsory for our holidays to Europe and the Channel Islands. You must provide confirmation that you have arranged adequate insurance cover.
EXCURSIONS, THEATRE & HOLIDAY
Covid-19 Terms & Conditions
Due to the ongoing situation of Covid-19 we have introduced some Terms and Conditions to our tours. Please ensure you read them carefully and abide by them. Failure to do so may result in you being denied travelling with us. Thank you.
All passengers will be required to wear a face covering whilst on board the coach, except for those exempt as per Government guidelines (E.G: children under 11, those with respiratory problems, those travelling with a deaf or hard of hearing companion who will require lip reading). We will not be able to provide these so please ensure you do not forget your face covering. If you are exempt, please advise at the time of booking so we can make a note for the driver. Should you not advise us, or should you forget to bring one, then it could result in you being refused travel*. Face coverings are required to be worn for the entire duration of the journey, and they must cover the nose and mouth. They may only be removed briefly to take medication/drink/eat if required.
All passengers, except those under the age of 2, will be required to sanitise their hands upon boarding and exiting the coach. Hand sanitiser will be provided at the front of the coach upon entry. You may bring your own if you would prefer but please note that you will have to sanitise your hands in front of the driver upon boarding.
The seat numbers on your ticket may not be your seat numbers on the day of travel. Although we no longer have to board passengers in pick-up order, we are still arranging the seating plan based on numbers booked the day before the tour. As per guidelines from the Confederation for Passenger Transport (CPT), we can occupy every front facing seat on board a coach. However, we will still be seating solo travellers to a double seat by themselves, and they will be required to occupy the window seat.
Please be courteous to your fellow passenger and ensure you are at your stop on time. The driver will not be able to wait past the departure time out of fairness to all other passengers.
The driver will disembark from the coach at each pickup please allow the driver to exit the coach before attempting to board.
The on-board toilet will be available to use. We ask that you follow the onboard instructions in using this facility. (The driver will stop at an open service station on longer journeys to allow for a comfort break).
We politely request that if you, or anyone in your booked party, are experiencing any symptoms of Covid-19 that your entire booked party does not attend the tour (normal cancellation policy applies) and follow the Government rules regarding self-isolation.
All passengers MUST provide up-to-date contact details for the lead member of the party. We require these in case they need to be passed on to the Government Track & Trace department in the event that any passenger tests positive for the virus within 3 weeks of a tour. Please note that these details will only be used for this purpose and nothing else.
Please ensure you only book for passengers within your own household or bubble we are expecting passengers to be respectful of this rule. You can currently only book for a maximum of 6 people. Bookings over 6 people will be refused, unless all members of the booking live in one household.
Please ensure you respect the social distancing guidelines and leave the appropriate distance between yourselves and fellow passengers, and follow all on board signage, when boarding and disembarking the coach.
When departing from a destination, please arrive back at the coach by the time given by your driver.
The coach will be deep cleaned and sanitised before and after each tour. The driver will also clean the coach once you have arrived at the destination ready for when you depart. Please be considerate when leaving items on board so that they do not obstruct the driver.
Locations/attractions, such as heritage sites and wildlife parks, may have their own implemented procedures/protocols that they will require you to follow on site.
Please be kind to the driver and your fellow passengers. This is a strange new time for us all and we are learning to adapt to the new normal. Abuse of any kind will not be tolerated.
*If you are refused travel for failing to bring your face covering or for failing to comply with any of these terms and conditions, you will forfeit any refund.
PLEASE NOTE THAT THESE TERMS AND CONDITIONS WILL APPLY UNTIL FURTHER NOTICE, BASED ON CURRENT GOVERNMENT GUIDELINES. SOME RULES MAY CHANGE AFTER JULY 19TH IF THE GOVERNMENT ALLOW MORE FREEDOM OF MOVEMENT.
SOME VENUES AND HOTELS MAY KEEP THEIR OWN PROTOCOLS IN PLACE FOR LONGER THAN GOVERNMENT ADVICE. PLEASE RESPECT ANY RULES AND REQUIREMENTS THAT MAY REMAIN IN PLACE AT THESE SITES
WE LOOK FORWARD TO WELCOMING YOU SAFELY BACK ON BOARD
GDPR - FROM 25TH MAY 2018
As you may know, the new General Data Protection Regulations (GDPR) comes into force on 25th May 2018. That means we are required to refresh your consent to remain on our mailing list.
Marchants Coaches Limited of 61 Clarence Street, Cheltenham, Gloucestershire, GL50 3LB acts as data controller in relation to your information.
At present, we use your contact preferences to send you emails or letters when the new school bus passes are available to book, to post out our new holiday brochures when they become available and to send you any special offers that may appeal to you (E.G. Andre Rieu concert dates) based on what you may have previously booked with us.
In order for us to continue to send these to you we require you to update your consent choices, which are Post, Email, Phone and SMS.
If you would prefer not to receive these from us then you can request all consent is removed and you will no longer receive any marketing emails or mail shots from us after May 25th 2018.
You can advise of your consent choices in the following ways:
By Phone: 01242 257714
By email: firstname.lastname@example.org
By post: 61 Clarence Street, Cheltenham, GL50 3LB
If you have registered on our website (www.marchants-coaches.com) then you can also amend your preferences by logging into your account and clicking on the Edit Contact Consent Preferences in the Manage My Account section.
You can update your contact preferences at any time should you change your mind about receiving information from us.
Please note that we will still contact you either by phone, email or letter, should we need to contact you, in relation to any current/future bookings or any outstanding balances that you have with us. For example; should we need to cancel an excursion that you are booked on, we will contact you to advise this at the earliest opportunity (either via phone/email or via post as a last resort).
We will keep your data until such time as you tell us that you do not want us to, or until such a time that there has been a period of 1 year inactivity using your details.
School Bus Passes:
At present we store the photographs sent to us, on our secure server, for one academic year in order to process the original bus pass and any subsequent replacement passes that may be requested.
If you would prefer that we do not hold your childs photograph after the initial bus pass has been created, please email email@example.com requesting the photograph be removed from our database and this will be actioned as soon as the initial pass has been collected.
Please note that should a replacement bus pass be required, a new photograph will need to be submitted before the replacement pass can be actioned.
You may have already updated your consent choices in the last couple of weeks. If this is the case then you do not need to contact us unless you would like to amend your choices.
We store data electronically, and take all reasonable measures to keep it safe. We do NOT use cloud storage.
We do not pass any of your data to any other party, for any reason, at any time, unless we are required to do so by Law.
You always have the right to be forgotten. This means that if you would no longer like us to hold your details then you can request we remove them from our database at any time.
You can request this via phone on 01242 257714, by email to firstname.lastname@example.org or in writing to: Marchants Coaches Travel Office, 61 Clarence Street, Cheltenham, GL50 3LB.
Please note however that this does not apply if you have any current or future bookings with us or any outstanding balances of monies owed.
This does not stop you from contacting us in any future instances where you may require a booking; but we would be required to ask for all of your details again.
You can also contact us as above if you wish to access or correct the data which we hold about you, or in certain circumstances to restrict its processing.
If you have a complaint about the way we are handling your data you have the right to complain to the Information Commissioners Office www.ico.org.uk.