Private Hire Terms & Conditions

Revised Date: 3rd December 2025

 

 

1. Application of Terms & Conditions

 

1.1. These are the Private Hire Terms & Conditions for Marchants Coaches Ltd, hereinafter called “the company”. They form the basis on the contract under which the company agrees to hire its vehicle/s to the customer, hereinafter called “the hirer”.

 

1.2. These Private Hire Terms & Conditions, apply from the revised date shown above, and replace all previous Terms & Conditions issued relating to private hire.

 

1.3. The company reserves the right to vary, alter or amend the Private Hire Terms & Conditions from time to time, without notice.

 

2. Quotations

 

2.1. Quotations are valid for 30 days and 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 driver and vehicle availability. Amendments may incur additional charges.

 

2.2. Quotations for private hire are made subject to a driver and suitable vehicle being available at the time the hirer accepts the quotation.

 

2.3. The route used will be at the discretion of the company, unless the hirer has specified an alternative route, which must be requested in writing and agreed with the company.

 

2.4. 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.

 

2.5. 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 original requirements including route, destination or timings must be communicated in writing and agreed to by 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 private 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 private hire being cancelled without further notice, and without further claim for loss or damages against the company.

 

3.3. Invoice queries must be addressed by email to: accounts@marchants-coaches.com within 7 days of invoice date, and thereafter paid within 24 hours of the company’s final resolution on the matter.

 

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

 

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

 

3.6. The company reserves the right to add interest at the rate of 3% per month above the base lending rate of Lloyds Bank from the date by which payment should have been made.

 

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

 

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 at the time of booking. Passengers using the washroom or servery facilities whilst the vehicle is in motion, do so entirely at their own risk.

 

4.3. 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.

 

4.4. The company is not required by law to provide child car seats in vehicles. The hirer is responsible for providing a child seat if they wish a child to use one.

 

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 the private 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. In particular we request that an adult is seated next to or near emergency exits, in order to assist with any emergency evacuation and to ensure no tampering of the door occurs.

 

4.6. The hirer acts on behalf of all the passengers travelling on the vehicle/s, 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 passengers.

 

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

 

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

 

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

 

4.10. 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.

 

4.11. 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 whether or not they actually travel with the passengers.

 

4.12. The hirer is responsible for any damage or soiling caused to the vehicle/s 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

 

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

 

4.14. It is a legal requirement under the terms of section 1(1) of the Sporting Events (Control of Alcohol) Act 1985, as amended by the Public Order Act 1986, that no alcohol is to be brought on to or consumed on the coach that is being used for the principal purpose of carrying passengers, for the whole or part of a journey to or from a designated sporting event. Please note it is illegal to bring fireworks or an article or substance, whose main purpose is the emission of a flare, smoke or a visible gas onto a coach travelling to a designated sports event, as under the terms of section 2A of the Sporting Events (Control of Alcohol) Act 1985, as amended by the Public Order Act 1986.

 

4.15. 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.

 

4.16. The company will provide, on request, a telephone number for the driver for use throughout the duration of the private hire. The hirer agrees that this contact number must be used only for the purpose of contacting the driver regarding the private 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 private 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/s will depart at the time agreed at the start of the private hire. The hirer will be responsible for ensuring all passengers are on board the vehicle.

 

5.2 The hirer is responsible for ensuring all passengers are on board the vehicle at the agreed return departure time. A charge of £12.50 will be made for every 15 minute intervals of waiting time, for delays caused by the hirer or passengers.

 

5.3 The company accept no liability for loss or inconvenience to any passenger/s, who fail to join the vehicle/s at the agreed departure times.

 

5.4. The hours of operation for the driver are regulated by law, and the hirer accepts the responsibility of ensuring the private 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.

 

5.5. Alterations to itineraries must be made in writing by the hirer at least two days prior to the start of the private hire. 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.

 

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

 

5.7. 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.

 

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

 

6. Airport, Railway Stations & Port Transfers

 

6.1. On collecting passengers from airports, ports & railway stations, the coach will wait for a maximum of one hour after the pre-arranged collection time. A charge of £12.50 will be made for every 15 minute intervals of additional waiting time.

 

7. Cancellation By The Hirer

 

7.1 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. Cancellations Caused By Third Parties

 

8.1. If the hirer cancels the private hire due to cancellations caused by third parties i.e. events, concerts & shows etc. or due to inclement weather and 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, 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. Lost Property

 

10.1 The Company cannot take responsibility for any luggage or property left on or carried on our vehicles.

 

10.2. 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.

 

10.3 To claim any lost property, you should contact our lost property department by calling 01242 257585, or email: operations@marchants-coaches.com.

 

10.4. When claiming lost property, you must supply a full description of the item including contents if applicable including 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.

 

10.5. On collection we require your name and address including proof of identity.

 

10.6. 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.

 

11. Complaints, Comments & Suggestions

 

11.1. Suggestions and comments can be made by either:

Email: operations@marchants-coaches.com

Phone: 01242 257585

 

11.2. All formal complaints must be made in writing by either:

Email: operations@marchants-coaches.com

Post: Operations Department

         Marchants Coaches Ltd,

         100 Prestbury Road,

         Cheltenham,

         GL52 2DL

 

11.3. We shall endeavour 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 2018.

 

13. Legal Notice

 

13.1 Unless otherwise stated, these Private Hire Terms & Conditions constitute the entire agreement between the company and the hirer.

 

13.2 We 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.

 

13.3 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

 

 

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