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01242 257 714


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

Marchants Coaches Ltd - School Bus Services Terms & Conditions

Revised Issue Date: 1st July 2020.



1 Introduction


Throughout these conditions, references to the company, we, us and our should be read as referring to Marchant’s Coaches Ltd.

1.1 The attention of all passengers is drawn to these conditions, which apply to all travel on our bus services, unless stated otherwise.

1.2 These conditions apply from the issue date shown above to all our bus services.

1.3 We reserve the right to vary, alter or amend the conditions from time to time without notice. There may also be specific variations and/or supplements to these conditions on certain services.

1.4 These conditions are consistent with the relevant statutory regulations, including those relating to the conduct of passengers, and do not affect your statutory rights  


2 General Conditions


2.1 We aim to operate services as advertised in our timetable but there may be occasions when journeys take longer than expected and/or services may need to be diverted or cancelled due to factors beyond our control. These factors may include, traffic congestion, road traffic accidents, road works road closures, major events, adverse weather conditions or other unforeseen operating circumstances.

2.2 To the extent possible, we will advise passengers of any disruption to our services via our website and social media pages. However, in the event of cancellation, delay, diversion or termination of any of our services we shall not be liable for direct or indirect losses, damages, cost or inconvenience that you suffer as a result.

2.3 Passengers are responsible for their own onward travel arrangements. We do not guarantee that our services will connect with any bus, train or other service. You should make appropriate allowances or alternative arrangements to ensure you are able to make any onward travel arrangements you have made.


3 Boarding & Alighting The Vehicle


3.1 You may only get on or off the vehicle at designated bus stops or stopping points on the specific route on which travel is taking place. Where hail and ride scheme operates you may only get on or off, on request at places considered safe by the driver.

3.2 You should indicate clearly to the driver of an approaching bus if you wish to get on the bus. You must be at a bus stop and give such an indication in sufficient time to enable the driver to stop safely. In all other circumstances we accept no responsibility if the driver does not stop or permit you to board the bus.

3.3 When you get on a bus for travel you must show the driver a valid bus pass.

3.4 You must not use the emergency exits on any vehicle except in a genuine emergency or where instructed to do so by the driver.

3.5 Save in exceptional circumstances, the driver is not permitted to allow passengers on or off the bus when it is in motion, stationary at traffic lights, and held up in traffic. At bus stations, stands and bus stops, passengers cannot be picked up once the driver has signalled his/her intention for vehicle to depart.

3.6 We accept no responsibility for passengers attempting to get on or off at any prohibited place or when the vehicle is moving, or for passengers failing to get off at their destination.


4 Annual School Bus Passes


4.1 A £50 non-refundable deposit is required at the time of booking.

4.2 For any bus passes purchased after the beginning of the academic school year, the charge will be made based on half termly intervals.

4.3 A valid bus pass must be shown to the driver when boarding the bus at all times. Failure to produce a vaild bus pass may result in refusal to travel.

4.4 Photos of a bus pass taken on mobile phones will not be accepted as proof of entitlement to travel.

4.5 A valid bus pass must be available for inspection by a member of our operations team at any time during your journey.

4.6 Replacement for lost, damaged or defaced passes is at the Company's discretion and if replaced there will be a charge of £10.

4.7 The bus pass remains the property of the Company and may be withdrawn without notice if found to be misused.

4.8 The bus Pass is only valid for the specific person and specific route issued to and is non-transferable.

4.9 No passenger will be permitted to use a bus pass which has

       (a) Been damaged, mutilated or defaced

       (b) Been issued for use by another person on terms that is not transferable.

       (c) Expired

       (d) In the reasonable opinion of the driver or member of our operations team, been obtained fraudulently.


5 Refunds For Annual School Bus Passes


5.1 A £50 non-refundable deposit is required at the time of booking. If a pupil is to travel on a different route operated by us, the deposit can in this instance be transferred to the new route.

5.2 If a bus pass is returned for any reason, a refund will only be given for any full half term period remaining. For any periods less than this, no credit transfer or refund will be given.

5.3 If a school has to close closure due to either a local or national lockdown due to COVID-19, or for any other reason including but not exclusively, loss of power or water supply to the school, credit transfers or refunds will only be given for any full half term period the school is closed. For any periods less than this, no credit transfer or refund will be given.

5.4 During a school closure, if a child uses a demand response bus service operated by us for one or more days, no credit transfer or refund will be given.


6 Conduct Of Passengers


6.1 When travelling on our vehicles, you are subject to these conditions. Failure to comply with the conditions (or the general law) may result in us refusing to permit you to travel or continue to travel. In particular you must not:

(a) Behave in a manner which may reasonably be expected to cause any person to be alarmed, upset, offended, or annoyed, or which may reasonably be expected to cause a nuisance or inconvenience to any customer driver (including, the use of obscene or offensive language, behaving in a manner that is abusive or threatening. Intending passengers who in the opinion of the driver appear likely to behave in an inappropriate manner or to be under the influence of alcohol, drugs or solvents may not be permitted to travel.

(b) Speak to the driver whilst the bus is in motion, stand forward of the cab area, obstruct the driver’s vision or otherwise cause the driver to be distracted while driving, except in an emergency or for reasons of safety.

(c) Obstruct any emergency or other exits, the vehicle entrance next to the driver, gangways, or any part of the vehicle where standing is not allowed (signs are in place to indicate standing capacity and restrictions) or other locations on the bus in any way that would inhibit safety.

(d) Stand on the upper deck or any step leading to the upper deck of any double-deck vehicle while it is in motion (except for the     purposes of getting on or off the vehicle.

(e) Use any door for a purpose other than as indicated by a notice, unless directed to by the driver.

(f) Lean out of the vehicle or throw or trail any article from the vehicle.

(g) Remain on the vehicle when directed to leave by the driver.

(h) Deliberately damage or deface any part of the vehicle.

(I) Take part in any form of criminal activity while on the vehicle.

(j) Smoke at any time in any part of the vehicle or carry any lit, cigar, cigarette (including electronic cigarettes) match or lighter on the vehicle.

(k) Consume any type of alcohol while on the vehicle.

(l) Carry or consume any items of food or drink which in the opinion of the driver may make another passenger’s journeys unpleasant.

(m) Leave rubbish or discarded items on the vehicle.

(n) Play or operate any musical equipment including radios, mobile phones, MP3 devices etc. on vehicles at a volume that is likely to cause annoyance to other passengers.

(o) Wear roller skates, roller blades or unsuitable footwear, or use scooters or skateboards

(p) Wear soiled working clothes or carry soiled items which might stain or damage the vehicle fittings or other customers clothing.

(q) Sell, offer for sale, any item, or collect for charity without our prior written consent.

(r) Distribute/display printed or similar matter of any description or distribute any article for the purpose of advertising, or otherwise approach other passengers for any commercial or similar purpose without our prior written consent.

(s) Canvass or survey any passengers without our prior written consent.

(t) Deliberately interfere with any equipment fitted to the vehicle.

(u) Carry any bulky or cumbersome article, or any article or substance which is likely to cause annoyance or risk of injury to any person on the vehicle, or risk of damage to the vehicle or to the property or clothing of any person on the vehicle.

6.2 Passengers are expected to:

(a) Comply with all reasonable instructions given by the driver and any other member of the company.

(b) Comply with all notices and legal signage displayed on the vehicle.

(c) Have due regard all times for the needs and safety of our other passengers.

(d) Take reasonable care to ensure that property within your control do not cause loss, injury or damage to property or persons.

If you are in breach of any these conditions (or general law), you will be asked to give your name and address to a company official, a police officer or a community support officer and refused further travel without refund. We also reserve the right to take measures we consider necessary to protect the safety and comfort of our passengers and staff including temporarily or permanently banning you from travelling with us following an incident of misconduct.

Whilst we will do everything that we reasonably can to control the conduct of other passengers on our buses, we cannot be held responsible for their conduct.


7 Luggage, Bicycles & Other Belongings


7.1 On coaches, larger bags, suitcases and folding bicycles may be carried in the rear or underfloor lockers as necessary and as space permits and at the driver’s discretion.

7.2 On buses due to space and safety considerations, larger bags, suitcases and folding bicycles are not permitted to be carried.

7.3 In the interests of safety and for the comfort of all our passengers, we reserve the right to refuse or restrict the size, amount and type of luggage or other belongings that you can bring on our vehicles. In particular, the driver may refuse to accept any item being brought onto the bus or coach:

(a) If there is insufficient space available (to be determined at the driver’s discretion).

(b) If you are carrying items which may cause inconvenience, or present a danger or discomfort to other passengers or cause damage to their property or the vehicle.

(c) If you are carrying items which may block any designated wheelchair or pushchair space, gangway or exit.

7.4 We cannot be held liable for any inconvenience or loss caused to a passenger if they are refused travel under these circumstances or if their luggage or belongings are damaged or lost whilst on the vehicle. 

7.5 We will not carry explosive or combustible material, heavy unsealed batteries, fuel, explosives, ammunition, weapons, or any other dangerous, illegal, offensive or otherwise hazardous items under any circumstances. The list is not exhaustive and the carriage of items is at the discretion of the driver.

7.6 We will permit the carriage of a single portable oxygen cylinder or unit for personal medical reasons.

7.7 Where we accept the carriage of oxygen cylinders, paint, chemicals or any other liquids or substances on our vehicles, you must ensure that such substances are in proper containers which are sealed and are kept upright and secure throughout the journey. You will be liable for any damage caused to the vehicle or other passenger’s belongings due to spillage or leakage of any liquid or substance carried.

7.8 The carriage of luggage and other belongings is at your own risk and we accept no liability for any loss to you or any third party, however caused.




8.1 We may fit our vehicles and other property with CCTV to provide added security, monitor the conduct of passengers, monitor our service, to assist us in the process of deterring smoking, vandalism, fraud, theft, anti-social behaviour and attacks on our employees and other individuals, and in support of relevant criminal and civil legal proceedings and complaint investigation. All CCTV equipment and its operation complies with the CCTV code of practice.

8.2 Images of you may be provided to the school, police, DVSA, Traffic commissioner or any other enforcement agency at their reasonable request, whether to be used as evidence in prosecuting activity or in assisting the identification of individuals or otherwise.


9 Security


9.1 Passengers must advise the driver immediately, if any suspicious article or package is seen on or near a vehicle, if any passenger is observed acting suspiciously or if any person is seen to tamper with the vehicle.


10 Lost Property


10.1 If you find property left on a vehicle by another passenger please hand the item(s) to the driver as soon as it safe to do so.

10.2 If you have lost property on one of our vehicles or at our premises, you should contact our travel shop on 01242 257714 between 09:30-16:30, Monday-Friday or email:

10.3 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.

10.4 When claiming lost property you must supply full description of the item including contents if applicable, give of where and when it was lost in order to satisfy us that you are the rightful owner of the property.

10.5 Once property has been identified you will be given details of how and where to collect it from. On collection we require your name and address and supply proof of identity. You will need to pay the cost of postage and packaging in advance if we agree to post the property back to you. We reserve the right to charge a small fee for administration of the lost property service.

10.6 Any questions about enforcement of your rights under the bus and coach passenger rights regulation 181/2011, you should contact Bus Users UK (


11 Complaints, Comments & Suggestions


11.1 If you wish to make a comment or suggestion about a bus service or driver, please email: or call our operations team on 01242 257585.

11.2 All formal complaints must be made either by email or post sent to the following address:

       Operations Department

       Marchants Coaches Ltd,

       100 Prestbury Road,


       GL52 2DL

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


12 Data Protection


12.1 If we collect or otherwise process your personal data, we will always do so in accordance with the Data Protection act 1998.(as amended).


13 Legal Notice


13.1 Unless otherwise stated these conditions constitute the entire agreement between the company and its passengers. None of our employees is entitled to alter or vary any of the provisions of these conditions.

13.2 The contact between the company and any passenger is limited to travel on our own services and liability if any will be limited accordingly. Marchant’s Coaches Ltd will not be liable for any loss, damage or inconvenience arising for information being given in good faith by any of the company’s employees.



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

Directors: Roger S Marchant (Managing), Russell S Marchant & Ryan S Marchant

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

Public Service Vehicle Operator’s Licence No: PH0006563

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