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01242 257 714


Visit us at 61 Clarence Street, Cheltenham, open Monday to Friday 9.30am – 4.30pm

Private Hire Terms & Conditions



1. Application of Terms & Conditions 


1.1. These are the conditions of hire of Marchants Coaches Ltd (hereinafter called “the company”). They form the basis on the contract under which the company agrees to hire its vehicles to the customer (hereinafter called “the hirer”).


2. Quotations 


2.1. Quotations are provided based on the information provided by the hirer such as (but not limited to) vehicle size and specification requirements, pick up points, comfort stops, mileage and destination. Alterations to the hirer’s requirements will be accommodated whenever possible and are subject to availability. Amendments may incur additional charges.


2.2. Quotations for private hire are made subject to a suitable vehicle being available at the time the hirer accepts the quotation. The route used will be at the discretion of the company, unless the hirer has specified an alternative route which must be detailed in writing.


2.3. The company gives its advice on journey times in good faith. However, as a result of breakdown or traffic congestion or other events beyond the reasonable control of the company, journeys may take longer than predicted and in those circumstances the company will not be liable for any loss or inconvenience suffered by the hirer as a result.


2.4. Quotations are valid for 45 days.


2.5. Unless otherwise stated, quotations are provided for coach and driver only. Any additional charges such as (but not limited to) accommodation, admission costs, channel crossings including Eurotunnel, meals and parking fees will be separately identified and will be the hirer’s responsibility unless otherwise specified.


2.6. Bookings must be confirmed in writing. Any further changes to the journey, route, destination or timings must be communicated in writing to the company.


3. Deposits & Payments


3.1. Any requested deposit must be paid by the date stated at the time of booking.


3.2. Payment in full must be made 10 days prior to the commencement of the hire unless other terms have been agreed by the company. If other terms have been agreed, payment must be made within 14 days of invoice date. Failure to pay the agreed cost by the due date may result in the hire being cancelled without further notice and without further claim for loss or damages against the company.


3.3. Invoice queries must be addressed within 7 days of invoice date and thereafter paid within 24 hours of the company’s final resolution on the matter.


3.4. The company reserves the right to add interest at the rate of 2% per month above the base lending rate of Lloyds Bank from the date by which payment should have been made.


3.5. The company reserve the right to refer unpaid accounts to County Court for judgement.


3.6. Payment can be accepted by cheque, cash in person at our travel shop, bank transfer, debit or credit card.


3.7. Coach hire is zero-rated for the purposes of Value Added Tax (VAT).


3.8. The hirer acts on behalf of all the passengers travelling on the vehicles and is responsible for the actions and decisions of all the passengers on board including any additional costs incurred, whether or not they actually travel with the party.


3.9. The hirer is responsible for any damage or soiling caused to the vehicle by any passenger for the duration of the hire. A minimum charge of £100 will be made if the vehicle is damaged or soiled. If the extent of the damage or soiling is such that the vehicle is out of service for any length of time, the Company may charge the hirer a minimum of £500 per day or part thereof for which the vehicle is out of service


3.10. Payment for damages or cleaning will be made by yourselves in full within 7 days of invoice.


4. Seating Capacity, Seatbelts & Passengers Conduct


4.1. The seating capacity of the vehicle hired will be confirmed to the hirer in writing at the time of booking. The hirer must not load any vehicle beyond the number of passengers which it is legally permitted to carry.


4.2. Passengers must remain seated with their seatbelts securely fastened whilst the vehicle is in motion unless using the washroom or servery facilities, if these have been requested in the hire. Passengers using the washroom or servery facilities whilst the vehicle is in motion do so entirely at their own risk.


4.3. The company is not required by law to provide child car seats in vehicles, but child passengers should use them if they are provided. The hirer is responsible for providing a child seat if they wish a child to use one.


4.4. Seat belts are fitted in all vehicles used for private hire and must be worn by passengers aged 14 years and over. Passengers aged under 14 years are not legally required to wear them, however, we recommend they do so as it’s much safer.


4.5. It is the responsibility of the hirer to ensure that staff/child ratios are observed in line with the legislation in place at the time of hire and that this is maintained at all times. Supervising adults must be seated throughout the vehicle and must not congregated in one area of the vehicle. We request that one member of staff is seated near emergency exits in order to assist with any emergency evacuation and to ensure no tampering of the door occurs.


4.6. In the interests of other passengers, no musical instruments, radios or other audio devices shall be played without the permission of the driver.


4.7. It is strictly forbidden for any passenger to carry or consume alcohol, hot take away food or illegal drugs on the vehicle.


4.8. Smoking is not permitted on any Company vehicle including the use of substitute products such as electronic cigarettes.


4.9. The driver is responsible for the safety of the vehicle and as such may remove, or prevent from boarding, any passenger whose conduct is in breach of the Public Service Vehicle (Conduct of Drivers, Inspectors, Conductors and Passengers) Regulations 1990. This includes passengers who are abusive to any person or whose behaviour is otherwise considered by the driver to be unacceptable. The hirer will be responsible for the conduct of passengers and for any damage caused to the vehicle by passengers during the hire.


4.10. Where the hire is to a sporting event, the hirer should be aware of the legal requirements relating to alcohol contained in the Sporting Events (Control of Alcohol) Act 1985, (as amended) and the conditions of entry to race courses laid down by the Race Course Association Ltd. The Company will provide details of these restrictions on request.


4.11. The hirer will be responsible for any fines or related costs, expenses or other losses incurred as a result of any breach of the above Act by the passengers.


4.12. It is the hirer’s responsibility to ensure that the passengers do not distract the driver at any time whilst s/he is driving the vehicle.


4.13. The company will provide, on request, a telephone number for the driver for use throughout the duration of the hire. The hirer agrees that this contact number must be used only for the purpose of contacting the driver regarding the hire and only on the day/s of hire. The hirer is explicitly requested not to provide the given contact number to any other passenger or person at any time during or after the hire. Thereafter, the hirer agrees to delete or destroy the number in line with data protection guidelines.


5. During The Private Hire


5.1. The vehicle will depart at the time agreed during the booking stage and the hirer will be responsible for ensuring all passengers are on board the vehicle. The company accept no liability for loss or injury to any passenger who fails to join the vehicle at the agreed time.


5.2. The hours of operation for the driver are regulated by law, and the hirer accepts the responsibility of ensuring the hire keeps to the hours and times agreed by the company. Neither the hirer nor any passengers shall delay or otherwise interrupt the journey in such a way that the driver is at risk of breaching regulations relating to driving hours and duty time.


5.3. Alterations to itineraries must be made in writing at least two days prior to the hire by the hirer. The hirer is responsible for any costs incurred as a result of changes made to the itinerary. Any alterations to the agreed itinerary must be made with the company direct, not the driver.


5.4. Additional drops on return journeys are not permitted unless they have been prearranged with the company in advance.


5.5. The hirer cannot assume the use of the vehicle between outward and return journeys, nor will it remain at the destination for the hirer’s use unless this has been agreed with the company in advance.


5.6. The company reserves the right to substitute other operator’s vehicles in place of its own for any journeys or part thereof.


6. Airport or Ferry Transfers


6.1. On collecting passengers from airports, ferry ports etc. the coach will wait for a maximum of one hour after the pre-arranged collection time free charge, after that additional waiting time will be charged at the discretion of the company.


7. Lost Property


7.1 The company cannot take responsibility for any luggage or property left on or carried on our vehicles.


7.2. Any lost property found on our vehicles, providing the item is not perishable will be kept for 1 month, all unclaimed lost property will be disposed of after this period. All perishable items not limited to food items will be held for maximum 48 hours then disposed of immediately.


7.3 To claim any lost property you should contact our lost property department by email: or call: 01242 257785.


7.4. When claiming lost property you must supply a full description of the item including contents if applicable, of where and when it was lost, in order to satisfy us that you are the rightful owner of the property. Once your property has been identified you will be given details of how and where to collect it from.


7.5. On collection we require your name and address and supply proof of identity.


7.6. We reserve the right to charge a small fee for administration of the lost property service. You will need to pay the cost of any postage and packaging in advance if we agree to post the property back to you.


8. Cancellation by The Hirer


8.1 If the hirer wishes to cancel the private hire with the exception of cancellations caused by third parties i.e. events, concerts & shows cancelled due to inclement weather or government/police instructions the following cancellation charges will apply to the total hire charge:    

  • More than 21 days’ notice before the commencement of hire: No Charge

  • Less than 21 days’ notice but more than 7 days’ notice: 50% of hire

  • Less than 7 days’ notice but more than 2 days’ notice: 75% of hire

  • Less than 2 days’ notice or failure to notify: Full hire charge


The date of cancellation will be the date we receive the written instructions from the Hirer. In addition, any cancellation charges levied by third parties with whom we have contracted on behalf of the Hirer will still be charged.


8.2 If the hirer cancels the private hire due to cancellations caused by third parties i.e. events, concerts & shows etc. due to inclement weather or government/police instructions the following cancellation charges will apply to the total hire charge:    

  • More than 48 hours’ notice given from the first pick up time: No charge             

  • Less than 48 hours’ but more than 24 hours’ notice given from the first pick up time: 10% of hire charge

  • Less than 24 hours’ notice given from the first pick up time: 50% of hire charge

  • If the coach arrives at the first pick up point: Full hire charge


The date of cancellation will be the date we receive the written instructions from the hirer. In addition, any cancellation charges levied by third parties with whom we have contracted on behalf of the Hirer will still be charged.


9. Cancellation by the Company


9.1 In the event of any emergency or force majeure or any event over which the Company has no control including weather and road conditions or in the event of the hirer taking any actions to vary agreed conditions of hire unilaterally, the Company may, by returning all money paid and without further or other liability, cancel the contract.


10. Complaints, Comments & Suggestions


10.1. If you wish to make a suggestion or comment, please email:


10.2. All formal complaints must be made in writing by email to: or post to:

       Operations Department

       Marchants Coaches Ltd,

       100 Prestbury Road,


       GL52 2DL


10.3. We shall endeavour to conduct a full investigation into your complaint, along with a full written response within 10 working days.


Registered Address: Marchants Coaches Ltd, 61 Clarence Street, Cheltenham, GL50 3LB

Company Registered No. 2877739. VAT Registered No. GB 618 4128 45

Public Service Vehicle Operator’s Licence No: PH0006563

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