Coach Hire Network – Terms and Conditions of Hire

1. Definitions

1.1. In these Terms and Conditions, the following definitions apply: "Coach Hire Network", "CHN", "we", "us" or "our" refers to Coach Hire Network, a trading name of Bouden Coach Travel Ltd, registered in England and Wales. "Customer", "Hirer", "you" or "your" refers to any individual, company, organisation or group that places a booking or enquiry with Coach Hire Network. "Authorised Representative" refers to the individual named by the Customer as the responsible person for the booking and all passengers in the group. "Operator" refers to the independent coach, minibus or vehicle operator assigned to fulfil the booking. The Operator is a separate, independent company with its own licences, insurances, certifications and regulatory obligations. "Booking" refers to any confirmed reservation for coach hire, minibus hire, chauffeur car hire or any other transport service arranged through Coach Hire Network. "Vehicle" refers to any coach, minibus, chauffeur car or other transport vehicle provided for the Booking. "Passenger" or "Passengers" refers to any person travelling on or in a Vehicle arranged through Coach Hire Network. "Services" refers to the transport booking, coordination and related services provided by Coach Hire Network. "Quotation" refers to the description, specification and pricing of the Services provided by Coach Hire Network to the Customer. "Charges" refers to the total charges payable by the Customer for the Services. "Additional Costs" refers to any costs or charges incurred beyond the original Quotation as defined in clause 5.

2. Our role

2.1. Coach Hire Network acts as a booking agent and transport coordinator. Unless expressly confirmed in writing that travel will be provided on a Coach Hire Network or Bouden Coach Travel Ltd owned vehicle, we arrange transport between the Customer and an independent Operator.

2.2. When we arrange transport through a third‑party Operator, the contract for the provision of transport is between the Customer and the Operator, not between the Customer and Coach Hire Network.

2.3. Coach Hire Network does not itself operate the vehicles provided by third‑party Operators and is not the carrier for the purposes of any legislation, regulation or contract.

2.4. Where travel is provided on a vehicle owned and operated by Coach Hire Network or Bouden Coach Travel Ltd, Coach Hire Network acts as the operator and the terms relating to operator liability apply directly to us in that capacity.

2.5. These conditions apply to the private hire of transport only. Coach Hire Network does not operate as a package organiser as defined by the Package Travel and Linked Travel Arrangements Regulations 2018. We do not arrange accommodation, flights, events or any other services beyond ground transport unless expressly agreed in writing.

3. Operator vetting and standards

3.1. Coach Hire Network takes reasonable steps to vet all Operators on our network. This includes checking that Operators hold valid Public Service Vehicle (PSV) Operator licences, appropriate insurance, MOT certificates and any other certifications required by law.

3.2. We carry out periodic checks on Operators to verify their continued compliance with licensing, insurance and safety standards.

3.3. However, Operators are independent businesses and are solely responsible for maintaining their own licences, insurances, certifications, vehicle maintenance, driver training and regulatory compliance at all times. Coach Hire Network does not guarantee or warrant the ongoing compliance of any Operator beyond the checks we reasonably carry out.

3.4. Coach Hire Network does not employ, manage or supervise the drivers or staff of third‑party Operators. All drivers provided by Operators are employees or subcontractors of the Operator, not of Coach Hire Network.

4. Bookings and acceptance

4.1. By placing a booking with Coach Hire Network, the Customer confirms that they have read, understood and accepted these Terms and Conditions in full. The Customer acts on behalf of all passengers in the group and is responsible for communicating these terms to all passengers.

4.2. The Customer must appoint and notify Coach Hire Network of the identity and contact details of an Authorised Representative at the time of booking. The Authorised Representative shall be responsible for the group on the day of travel and shall have authority to act on behalf of the Customer in all matters relating to the booking.

4.3. A booking is considered confirmed only when Coach Hire Network has issued a written booking confirmation (by email or through our online system) and, where applicable, the required deposit or full payment has been received.

4.4. All bookings are subject to availability. Coach Hire Network reserves the right to decline any booking at its discretion.

4.5. The Customer is responsible for providing accurate and complete information at the time of booking, including but not limited to: dates, times, pick‑up and drop‑off locations, passenger numbers, the nature and purpose of the journey (including but not limited to whether the hire is for a football match, festival, rally, concert or any event that may affect vehicle access, parking or risk assessment), any special requirements, and any accessibility needs.

4.6. Any changes to the booking after confirmation must be communicated to Coach Hire Network in writing by email as soon as possible. We will use reasonable efforts to accommodate changes, but these are subject to availability and may incur additional charges. An administration fee of £25.00 will apply for amendments made more than seven days before travel. An administration fee of £50.00 will apply for amendments made within seven days of travel.

5. Quotations, pricing and additional costs

5.1. All quotations provided by Coach Hire Network are estimates based on the information supplied by the Customer at the time of enquiry. Quotations are valid for a period of seven (7) days unless otherwise stated and do not constitute an offer.

5.2. Coach Hire Network reserves the right to adjust pricing if the Customer changes the booking details after the original quotation has been issued.

5.3. Prices are quoted in pounds sterling and are inclusive of the vehicle, driver and standard mileage unless otherwise stated.

5.4. Unless otherwise confirmed in writing by Coach Hire Network as included in the Charges, the following Additional Costs may be charged to the Customer and are payable on demand:

• Parking fees, coach parking charges and vehicle waiting charges.
• Congestion charges, Ultra Low Emission Zone charges, toll charges and ferry or tunnel crossings.
• Overnight driver accommodation, subsistence and associated expenses.
• Additional mileage or journey time arising from changes to the itinerary.
• Extra costs for employing additional drivers due to delays caused by the Customer or Passengers.
• Cleaning costs arising from vomit, spillages, litter, staining or other soiling of the vehicle.
• Increased fuel costs, taxes or tolls imposed after the date of the quotation.
• Any other reasonable costs notified to the Customer.

6. Payment terms

6.1. Payment terms will be specified on the booking confirmation. Unless otherwise agreed in writing, the following payment terms apply:

• A non‑refundable deposit of 25% of the total booking value is required at the time of booking to secure the reservation.
• The remaining balance is due no later than fourteen (14) days before the date of travel.
• For bookings made within fourteen (14) days of the travel date, full payment is required at the time of booking.

6.2. Payment may be made by bank transfer, debit card, credit card or any other method accepted by Coach Hire Network.

6.3. Failure to pay the balance by the due date may result in the booking being treated as cancelled by the Customer, and cancellation charges will apply in accordance with Section 7.

6.4. Coach Hire Network reserves the right to withhold or cancel transport services if payment has not been received in full by the required date.

6.5. If the Customer fails to make a payment by the due date, interest will accrue on the overdue sum at a rate of 6% per annum above the Bank of England base rate from the due date until the date of payment, whether before or after judgment.

6.6. All amounts due under the booking shall be paid in full without any set‑off, counterclaim, deduction or withholding.

7. Cancellation by the Customer

7.1. All cancellations must be made in writing (by email) to Coach Hire Network. The date of cancellation is the date on which written notice is received by us.

7.2. The following cancellation charges apply based on the notice given before the date of travel:

7.3. Coach Hire Network reserves the right to apply cancellation charges at its discretion, taking into account costs already committed to third‑party Operators.

7.4. No refunds will be given for no‑shows, late cancellations or unused portions of a booking.

7.5. Cancellation by the Customer due to weather conditions will be charged as above.

8. Cancellation or changes by Coach Hire Network

8.1. Coach Hire Network will use all reasonable efforts to fulfil every confirmed booking. However, in exceptional circumstances (including but not limited to vehicle breakdown, severe weather, road closures, Operator failure, driver illness or force majeure), we may need to cancel, amend or substitute arrangements.

8.2. In such circumstances, Coach Hire Network will use reasonable efforts to arrange a suitable alternative vehicle and/or Operator. If no suitable alternative can be found, the Customer will receive a full refund of any payments made for the affected booking.

8.3. Coach Hire Network's liability in the event of cancellation by us or an Operator shall be limited to a refund of the amounts paid by the Customer for the affected booking. We shall not be liable for any indirect, consequential or additional losses, costs, expenses or damages arising from the cancellation.

8.4. Coach Hire Network accepts no responsibility for an Operator cancelling. Where an Operator cancels, we will use reasonable efforts to find an alternative but cannot guarantee availability.

9. Liability and limitation of liability

9.1. Where transport is provided by a third‑party Operator, the Operator is solely responsible for the safe operation of the vehicle, the conduct of its drivers, compliance with all applicable laws and regulations, and the safety and welfare of passengers during the journey. Any claims relating to the transport service itself, including but not limited to personal injury, death, loss, damage to property, delays, accidents, vehicle condition, driver conduct or any other matter arising during the journey, must be directed to the Operator.

9.2. Coach Hire Network accepts no liability for any loss, injury, damage, cost, expense or claim arising from the acts, omissions, negligence, default or breach of any third‑party Operator, its drivers, employees or subcontractors.

9.3. Coach Hire Network's total aggregate liability to the Customer, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall in no circumstances exceed the total price paid by the Customer for that booking.

9.4. Coach Hire Network's maximum liability for loss or damage to luggage or other items of property shall not exceed £500 per booking.

9.5. Coach Hire Network shall not be liable for any:

• Indirect, special or consequential loss or damage.
• Loss of profits, business, revenue, anticipated savings, goodwill or opportunity.
• Loss of or damage to luggage, personal belongings, equipment or goods carried on the vehicle (beyond the cap in clause 9.4).
• Costs of alternative transport, accommodation, event tickets or any other expenses incurred as a result of delay, cancellation or any other issue.
• Delays caused by traffic, road conditions, weather, mechanical issues, accidents, road closures, diversions or any other circumstances beyond our reasonable control.

9.6. Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our own negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by applicable law.

9.7. In the event of a vehicle breakdown or a driver being unable to continue with the journey for any reason including illness or injury, Coach Hire Network will not be liable to pay any additional costs to get the Customer or Passengers to or from their destination. Customers are strongly advised to arrange adequate travel insurance to cover any costs that may arise from vehicle breakdown, driver incapacity or journey disruption.

10. Subcontractors and independent Operators

10.1. The Customer acknowledges and agrees that Coach Hire Network may subcontract any booking to an independent third‑party Operator.

10.2. Each Operator is an independent company that holds its own PSV Operator's licence (where applicable), public liability insurance, vehicle insurance and any other required licences and certifications. The Operator is not an employee, agent or partner of Coach Hire Network.

10.3. The Operator is solely responsible for:

• The roadworthiness, condition, cleanliness and maintenance of its vehicles.
• The licensing, training, conduct and competence of its drivers.
• Compliance with all applicable laws, regulations and industry standards, including the Road Traffic Act, PSV regulations, driver hours regulations, DVSA requirements and health and safety legislation.
• Carrying appropriate and valid insurance for public liability, vehicle damage, passenger liability and employer's liability.
• The safe carriage of passengers and their belongings during the journey.

10.4. Any claims for damages, compensation, personal injury, loss or any other matter arising from the provision of transport by a third‑party Operator must be made directly against the Operator. Coach Hire Network will, where reasonably possible, provide the Customer with the Operator's details to facilitate any such claim, but accepts no liability or responsibility for the outcome of any claim against an Operator.

10.5. Coach Hire Network does not accept responsibility for any failure, default, negligence or breach by any Operator or its drivers, employees or subcontractors.

10.6. Any terms and conditions imposed by an Operator in relation to the transport service shall, insofar as they are supplied to the Customer, be binding on the Customer as if the Customer had directly contracted those services. The Customer shall indemnify Coach Hire Network against any loss, claim, damage or award arising from a breach of the Operator's terms and conditions caused by the Customer or any Passenger.

11. Insurance

11.1. All Operators on the Coach Hire Network are required to hold valid and appropriate insurance as a condition of working with us, including but not limited to motor vehicle insurance, public liability insurance and passenger liability insurance.

11.2. Coach Hire Network verifies Operator insurance at the point of onboarding and carries out periodic checks. However, it is the Operator's sole responsibility to maintain continuous, valid insurance cover at all times.

11.3. Coach Hire Network does not provide insurance cover for passengers, their luggage or belongings. Passengers travel at their own risk in respect of personal belongings, valuables, luggage and goods.

11.4. Customers are strongly advised to arrange their own appropriate travel insurance to cover cancellation, personal belongings, personal injury, vehicle breakdown, journey disruption and any other risks associated with their journey.

12. Passenger conduct and responsibilities

12.1. The Customer is responsible for the behaviour and conduct of all passengers in the group. The Customer must ensure that all passengers comply with the instructions of the driver and behave in a safe, lawful and respectful manner at all times.

12.2. The driver or Operator reserves the right to refuse to carry or to remove from the vehicle any passenger who, in the driver's reasonable opinion:

• Is under the influence of alcohol or drugs to the extent that they pose a risk to themselves or others.
• Is behaving in a disorderly, abusive, threatening or dangerous manner.
• Is causing damage to the vehicle.
• Is in breach of any applicable law.
• Poses a risk to the safety or comfort of other passengers, the driver or the vehicle.

12.3. If a passenger is refused travel or removed from the vehicle under this clause, no refund will be given for that passenger or for the booking as a whole.

12.4. The Customer shall be liable for and shall indemnify Coach Hire Network and the Operator against any damage caused to the vehicle or its fittings by any member of the Customer's group. This includes but is not limited to damage to seats, upholstery, windows, bodywork, interior fittings and cleaning costs arising from vomit, spillages, staining or any other soiling of the vehicle. The cost of repair, replacement or specialist cleaning will be charged to the Customer and is payable on demand. A minimum charge of £150 will apply for any cleaning required due to soiling. If damage or soiling results in the vehicle being taken out of service, Coach Hire Network or the Operator may charge the Customer a minimum of £500 per day or part thereof for each day the vehicle is out of service.

12.5. The Customer shall ensure that all passengers wear seatbelts whilst travelling on the vehicle. The only exceptions are when passengers are using toilet facilities or where a passenger holds a valid seatbelt exemption certificate. Where a passenger holds a seatbelt exemption certificate, the Customer shall ensure that the passenger does not sit in any front seats for safety reasons.

12.6. The Customer shall ensure that all children who are legally required to travel in a car seat travel in a car seat provided by the Customer or Passenger. The Customer is responsible for ensuring that any car seat complies with applicable laws and regulations and is properly installed and used.

12.7. No animals (other than registered assistance dogs) are permitted on any vehicle without the prior written agreement of the Operator.

13. Prohibited items and activities

13.1. Smoking (including e‑cigarettes and vaping) is strictly prohibited on all vehicles.

13.2. The consumption of illegal substances is strictly prohibited on all vehicles.

13.3. The consumption of alcohol on board the vehicle is not permitted unless expressly agreed in writing by Coach Hire Network and the Operator prior to travel.

13.4. The Customer shall ensure that passengers do not bring the following prohibited items onto any vehicle:

• Weapons of any kind.
• Explosives or fireworks.
• Illegal drugs or controlled substances (other than prescription medication).
• Caustic substances or solvents.
• Glass bottles (unless expressly agreed in writing).
• Non‑folding pushchairs or prams.
• Oversized sports equipment (unless agreed in advance with the Operator).
• Non‑folding bicycles.
• Any items not permitted by the law of any area through which the vehicle may travel.
• Any items which, in the opinion of the driver, Operator or Coach Hire Network, are considered unsafe or may cause injury, offence or damage to any person or property.

14. Luggage and personal belongings

14.1. Luggage and personal belongings are carried at the passenger's own risk. Coach Hire Network and the Operator accept no responsibility for any loss, theft, damage or destruction of luggage, personal belongings, equipment, goods or valuables carried on, left on or transported in any vehicle.

14.2. The driver has full discretion on the carriage of luggage, property and its storage. The driver may refuse to carry any item that in their reasonable judgement is unsafe, oversized, likely to cause damage to the vehicle or in breach of any applicable law or regulation.

14.3. All luggage must weigh no more than 20kg per item. Items considered unsuitable by the driver or Operator by reason of weight, size, shape or character, or which are fragile, perishable or in liquid form and not securely sealed, shall not be permitted on the vehicle.

14.4. Valuable items including bank cards, money, medication, jewellery, laptop computers, personal electronic devices, mobile phones, passports, visas, tickets and identification documents must not be placed in the luggage hold and must be carried on board as hand luggage at the passenger's own risk.

14.5. The Customer must ensure that all luggage and belongings are removed from the vehicle at the end of the journey. Neither Coach Hire Network nor the Operator is responsible for items left on the vehicle after the journey has ended. Any items of lost property recovered will be held for a period of one month from the date of travel, after which they will be disposed of. Collection of lost property is the passenger's responsibility.

15. Delays and journey times

15.1. All journey times, arrival times and departure times provided by Coach Hire Network are estimates only and are not guaranteed. Journey times may be affected by traffic conditions, weather, road works, accidents, diversions, event congestion and other factors beyond our control.

15.2. Coach Hire Network and the Operator accept no liability for any delay, missed event, missed connection, missed flight or any other loss arising from delays to the journey, howsoever caused.

15.3. Drivers are legally required to comply with driver hours regulations. If a journey is delayed to the extent that the driver would exceed legal driving limits, the driver must stop. Any additional costs arising from extended driver hours, overnight stays or additional days will be charged to the Customer.

15.4. The Customer must ensure that the group is ready for collection at the agreed time and place. If the group is not ready and this causes a delay, Coach Hire Network reserves the right to charge for additional waiting time at a rate of £50.00 per hour or part thereof. Thirty minutes waiting time will be allowed before the vehicle may leave the pick‑up point and the booking will be treated as a no‑show with no refund given, unless alternative arrangements have been agreed with Coach Hire Network in advance.

15.5. All pick‑up and departure times must be adhered to unless cleared with Coach Hire Network in advance and confirmed in writing.

16. Vehicle substitution

16.1. Coach Hire Network and/or the Operator reserve the right to substitute the allocated vehicle with a suitable alternative vehicle of equal or higher specification if the original vehicle becomes unavailable for any reason.

16.2. Vehicle substitution may include providing two single‑deck vehicles in place of one double‑deck vehicle, or multiple smaller vehicles in place of one larger vehicle.

16.3. In the event that a substitute vehicle is of a lower specification and the Customer is not satisfied, the Customer may cancel the booking and receive a refund for the affected journey only. No further liability will be accepted.

16.4. Vehicle images, descriptions and specifications shown on our website, in emails or in marketing materials are for illustrative purposes only and may not represent the exact vehicle allocated to the booking.

17. Force majeure

17.1. Coach Hire Network shall not be liable for any failure or delay in performing our obligations under a booking where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: acts of God, severe weather, flood, fire, earthquake, epidemic, pandemic, government restrictions, lockdowns, quarantine requirements, war, terrorism, civil unrest, strikes, industrial action, road closures, fuel shortages, power failures, telecommunications failures, vehicle breakdown, driver illness and any other event outside our reasonable control.

17.2. If a force majeure event prevents us from fulfilling a booking, we will notify the Customer as soon as reasonably practicable and use reasonable efforts to arrange an alternative. If no alternative can be arranged, the Customer will receive a full refund of payments made for the affected booking.

17.3. Coach Hire Network shall not be liable for any additional costs, losses or damages arising from a force majeure event beyond the refund described in clause 17.2.

18. Customer indemnity

18.1. The Customer shall indemnify Coach Hire Network and keep us indemnified in full against all liabilities, costs, damages, expenses, losses (including legal costs) suffered or incurred by us arising out of or in connection with:

• Any damage caused to a vehicle by the Customer or any Passenger.
• Any breach of these Terms and Conditions by the Customer or any Passenger.
• Any claim made against Coach Hire Network by an Operator arising from the acts or omissions of the Customer or any Passenger.
• Any claim made against Coach Hire Network by a third party arising from the conduct of the Customer or any Passenger during the hire.

19. Complaints

19.1. In the event of a complaint about the service, the Customer should first attempt to resolve the matter at the time of travel by contacting the driver or by calling Coach Hire Network.

19.2. If the matter is not resolved at the time of travel, complaints must be submitted in writing by email to Coach Hire Network within fourteen (14) days of the date of travel. Complaints received after this period may not be accepted.

19.3. Coach Hire Network will acknowledge the complaint within five (5) business days and will endeavour to resolve it within twenty‑eight (28) days.

19.4. Where a complaint relates to the service provided by a third‑party Operator and cannot be resolved by Coach Hire Network, the Customer will be put in direct contact with the Operator to pursue the matter. Coach Hire Network accepts no liability for the outcome of any complaint directed at an Operator.

19.5. The maximum compensation offered by Coach Hire Network in respect of any complaint shall not exceed the total cost of the hire for the affected booking.

20. Claim notification time limit

20.1. Unless the Customer notifies Coach Hire Network in writing that it intends to make a claim in respect of any event within two (2) months of the date on which the Customer became, or ought reasonably to have become, aware of the event, Coach Hire Network shall have no liability for that event. The notice must identify the event and the grounds for the claim in reasonable detail.

21. Data protection and privacy

21.1. Coach Hire Network will collect and process personal data (such as names, contact details, journey details and payment information) solely for the purpose of managing bookings and delivering our services.

21.2. Data will be processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

21.3. Personal data will not be shared with third parties except where necessary to fulfil the booking (for example, sharing pick‑up details with the Operator) or where required by law.

21.4. The Customer shall comply with its obligations under data protection legislation and shall ensure that it has all necessary consents and notices in place to enable lawful transfer of any personal data to Coach Hire Network for the purposes of the booking.

21.5. Full details of how we handle personal data are set out in our Privacy Policy, which is available on our website.

22. Entire agreement

22.1. These Terms and Conditions, together with the booking confirmation and quotation, constitute the entire agreement between the parties and supersede all previous agreements, promises, representations and understandings between them, whether written or oral.

22.2. The Customer acknowledges that in entering into the booking it does not rely on any statement, representation or warranty not set out in these Terms and Conditions.

23. Third party rights

23.1. These Terms and Conditions do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of the agreement. No person other than the Customer and Coach Hire Network shall have any rights to enforce these terms.

24. Severability

24.1. If any provision of these Terms and Conditions is found by any court or authority to be invalid, illegal or unenforceable, that provision shall be deemed deleted, but the validity and enforceability of the remaining provisions shall not be affected.

25. Waiver

25.1. A failure or delay by Coach Hire Network to exercise any right or remedy under these Terms and Conditions shall not constitute a waiver of that right or remedy, nor shall it prevent further exercise of that or any other right or remedy.

26. Variation

26.1. Coach Hire Network reserves the right to amend these Terms and Conditions at any time. The version in force at the date of booking will apply to that booking. Updated terms will be published on our website.

27. Governing law and jurisdiction

27.1. These Terms and Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by and construed in accordance with the law of England and Wales.

27.2. Each party irrevocably agrees that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms and Conditions.