Terms

Booking terms and conditions

These terms explain how Bristolian Coaches enquiries, quotes, confirmations, changes and travel arrangements are handled.

1. Definitions

"We", "us" and "our" means Bristolian Coaches, a trading name of AM2PM Innovations Ltd.

"You", "client" or "customer" means the person or organisation making the booking.

"Vehicle" means any minibus, coach or other passenger vehicle, including vehicles operated by approved subcontractors or partner operators, used to deliver the service.

"Driver" means the person operating the vehicle.

"Booking" means a confirmed transport service agreed by us.

"Quotation" or "quote" means a price and service description provided based on the information given at the time.

2. Scope of these terms

These terms apply to standard private hire, airport transfers, contract work and general transport services provided by Bristolian Coaches unless otherwise stated.

Bookings made through the Bristolian Transfers service (published fixed-price transfers for groups of up to 16, at bristoliantransfers.co.uk) are governed by the Bristolian Transfers terms of booking issued with that booking. Where those service-specific terms differ from these general Bristolian Coaches terms, the Bristolian Transfers terms take precedence for that booking.

Certain services, including ticketed events, festivals, large-scale events, rail replacement and bespoke transport services, may be subject to additional or alternative terms. Where additional terms apply, they will be communicated at the time of quotation, booking or publication of the service and will form part of the contract between you and us.

3. Contract formation

A binding contract exists only when we have issued written confirmation of the booking by email and the required deposit has been paid, unless otherwise agreed in writing by us.

Quotations, enquiries and communications by telephone, social media or messaging services do not constitute a confirmed booking. Verbal enquiries and provisional quotes do not constitute a confirmed booking.

The customer acknowledges that additional terms may apply depending on the nature of the service booked and agrees to be bound by such terms where they are communicated.

4. Payment terms

• A non-refundable deposit of 25% is required at the time of booking unless otherwise agreed in writing.
• The remaining balance is due no later than 7 days before travel.
• If full payment is not received by the due date, we may cancel the booking without refund of deposit and cannot guarantee availability.
• Prices are based on details provided at the time of booking. Changes may result in additional charges.

5. Optional extras and specific requirements

Some journeys may include optional or additional requirements, such as a luggage trailer, a DBS checked driver requirement, a named driver request, extra stops, waiting time, unusual luggage or additional planning needs. These should be declared before the quote is confirmed so they can be priced and planned properly.

Where a named driver is requested more than 24 hours before travel and agreed in writing, we will aim to provide the named driver. However, driver allocation may need to change for legal driving hours, safety, sickness, vehicle availability, operational disruption or other reasonable transport reasons. Where this happens, we will provide a suitable alternative driver wherever reasonably possible.

Optional extras are only included where they are shown in the written quote or booking confirmation. If an optional extra is requested after confirmation, the booking may need to be requoted or amended in writing.

6. Cancellations and refunds

• Customer cancellations: the 25% deposit is non-refundable in all circumstances.
• Cancellations within 7 days of travel are charged at 100% of the booking value.
• If we cancel due to circumstances within our control, a full refund will be issued.
• We are not liable for consequential losses such as hotels, flights, tickets or other related costs. Customers should hold appropriate insurance.

7. Changes to bookings

Change requests for a confirmed booking are accepted by email only, sent to office@bristoliancoaches.co.uk, and should be made as early as possible.

A change request is not accepted until we have issued written confirmation of the change by email. Until that confirmation is issued, the original booking remains in force as confirmed.

If we are unable to accept a requested change, the original booking remains in force and unaffected. A rejected change request does not constitute a cancellation by either party. If you then choose to cancel, the cancellation terms apply.

We will make reasonable efforts to accommodate changes but cannot guarantee availability. Additional mileage, time, waiting, diversions or extra stops will be charged accordingly. Any revised price will be set out in our email confirmation of the change.

8. Waiting time and delays

• Waiting time may be charged where passengers are late, additional stops are requested or extended waits occur.
• Airport services may include reasonable flight monitoring. Extended delays may incur additional charges.
• We are not responsible for delays caused by traffic, closures, weather, police instructions, venue instructions or factors outside our control.

9. Passenger responsibilities

The customer is responsible for the behaviour of all passengers and for ensuring passengers are ready at the agreed pickup time.

We may refuse carriage or terminate a journey without refund where behaviour is abusive, unsafe or risks damage or injury. Damage, soiling or excessive cleaning required will be charged to the customer.

10. Luggage and property

• Luggage and special requirements must be declared at the time of booking.
• We accept no liability for loss or damage to luggage unless caused by our proven negligence.
• We are not responsible for items left in vehicles.
• We may refuse unsafe or oversized items.

11. Vehicle allocation and partner operators

Vehicle type is not guaranteed unless explicitly stated in writing. We may substitute vehicles of similar or greater capacity where required.

We may use approved subcontractors or partner operators where appropriate. Partner-operated services are required to meet licensing and insurance standards, and bookings should still be managed to Bristolian Coaches standards. Suppliers and partner operators may also be subject to our supplier terms of business.

12. Breakdowns and force majeure

In the event of breakdown or emergency, we will make reasonable efforts to provide a replacement vehicle. No compensation is payable beyond any refund at our discretion, except where required by law.

We are not liable for failures caused by extreme weather, government restriction, industrial action, accidents beyond our control or other force majeure events.

13. Liability

Our liability is limited to the value of the booking to the maximum extent permitted by law. We do not accept liability for missed flights, trains, ferries, events or any indirect or consequential losses. Nothing in these terms limits liability where it would be unlawful to do so.

14. Children and safeguarding

Children must be supervised unless agreed otherwise in writing. Child seats must be requested at the time of booking where required.

For SEND and educational transport, specific safeguarding procedures may apply and may be agreed separately.

15. CCTV and safety systems

Vehicles may be fitted with CCTV or safety systems for operational, safety and insurance purposes. Any personal data is handled in line with applicable data protection law and our privacy policy.

16. Complaints

Complaints must be submitted in writing by email to office@bristoliancoaches.co.uk within 7 days of travel. Please include the booking reference, journey date and a clear description of the issue.

Complaints are overseen and reviewed by a company director and/or the transport manager. Complaints raised by telephone, social media or messaging services will not be treated as formally submitted until received by email.

17. Ticketed excursions and special services

Ticketed excursions or special services operated or promoted by Bristolian Coaches may be subject to separate terms specific to that service. These may include different cancellation and refund policies, minimum passenger numbers, fixed departure and return times, behavioural standards, and event organiser or venue requirements.

If there is a conflict between these general terms and any service-specific terms issued in writing, the service-specific terms take precedence.

18. Events, festivals and large-scale bookings

Bookings relating to festivals, concerts, sporting events, large gatherings or other high-demand or high-risk events may be subject to additional terms, including extended waiting charges, restricted access or drop-off locations, altered pickup times, behavioural expectations, and strict cancellation and refund rules.

19. Quotation-specific terms

Each quotation is based on the information provided at the time and may include specific terms relating to that booking. Any terms stated within a quotation, booking confirmation, itinerary or supporting communication take precedence over these general terms where applicable.

20. Official communications

Official communications, information, offers, confirmations and statements from Bristolian Coaches are issued by email from approved Bristolian Coaches addresses, or by publication on this website.

Posts, comments, messages, reviews or statements delivered through other channels, including social media comments, direct messages, SMS or third-party platforms, do not form part of, vary or affect these terms or any quotation or booking unless confirmed by us in writing by email.

21. Governing law

These terms are governed by English law. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact

Email: office@bristoliancoaches.co.uk

Post: Bristolian Coaches, 44 Bath Hill, Keynsham, Bristol BS31 1HG.