Terms & Conditions

JH Coaches – Terms & Conditions of Hire

1. Applications

These conditions apply whether a contract has been made verbally or in writing. The hirer acts on behalf of all passengers travelling in the vehicles.

If the hirer is a company, group or partnership, an individual must be named as the responsible person.

The hirer is responsible for the actions and decisions of all passengers on board, including any additional costs reasonably incurred in performing the contract, whether or not the hirer travels with the party.

If the hirer is not travelling with the party, a representative must be nominated and the company informed prior to the hire taking place.

The company will only accept instructions from the hirer or their nominated representative.

By accepting a quotation and confirming a booking, the hirer acknowledges that they have read and accepted these Terms & Conditions, subject to their statutory rights.

2. Quotations

Quotations are given based on the most direct suitable route and the information provided by the hirer, allowing stops at appropriate locations for passenger comfort and to satisfy legal requirements regarding drivers' breaks and rest periods.

The route used will be at the discretion of the company unless a particular route has been specified by the hirer and agreed in writing, in which case it will be shown on the booking confirmation.

Quotations are valid for 14 days unless otherwise stated. All bookings are subject to vehicle and driver availability at the time of confirmation.

Quotations are for the provision of the coach and driver only unless otherwise specified. Any additional charges will be separately identified and will be the responsibility of the hirer where agreed or otherwise payable under these conditions.

Once the hirer has reviewed and accepted the quotation and these Terms & Conditions, a contract for the provision of booking services and vehicle hire shall be formed.

The booking fee and any outstanding hire balance shall become payable in accordance with the payment terms individually agreed with the company and confirmed at the time of booking.

Booking Fee

For the purposes of this agreement, the booking fee shall mean 20% of the total hire price, payable in accordance with the applicable payment terms set out in Section 11.

The booking fee forms part of the total hire price and is not an additional charge. It secures the transport for the agreed date and itinerary.

Where full payment is required upon booking, the booking fee is included within that payment. Approved credit customers may be subject to alternative payment arrangements agreed by the company.

The booking fee contributes towards the company securing the transport and undertaking the necessary planning, administration and operational arrangements associated with the hire, including the following:

Detailed Itinerary: Preparation of a detailed journey itinerary, including the necessary driver allocation and operational planning.
Pick-up and Drop-off Locations: Confirmation of suitable pick-up and drop-off locations based on the hirer's requirements, taking into consideration vehicle accessibility and operational suitability.
Route Planning and Risk Assessments: Planning and reviewing proposed routes, including relevant route risk assessments and checks for vehicle access restrictions.
Vehicle Details and Facilities: Provision of vehicle information, including facilities available on board, such as Wi-Fi, toilets, tables and other applicable amenities.
Operator Information: Confirmation of the appointed transport operator, following relevant engineering, safety and compliance checks. The hirer may raise concerns about a proposed operator and request a suitable alternative, subject to availability.
Journey Timings: Preparation of journey schedules, including any necessary stops and breaks to comply with legal requirements relating to drivers' hours and rest periods.
Dedicated Point of Contact: Provision of a named point of contact who will be available to assist with enquiries relating to the booking and transport arrangements.
Customer Charter and Contingency Management: Provision of the company's Customer Charter, including contingency arrangements in the event of a service failure. Where reasonably practicable, the company will identify and arrange a suitable alternative transport solution to fulfil the agreed hire.

Cancellation and Booking Fee

In the event of cancellation by the hirer, the booking fee and any additional cancellation charges will be subject to Section 12.

Any amounts retained or charged will be proportionate to the company's reasonable losses arising from the cancellation, taking into account costs incurred, loss of profit and reasonable steps taken to mitigate those losses.

Where the company's legally recoverable losses are lower than the cancellation charges or amounts already paid, an appropriate refund will be provided.

Nothing in these terms affects the hirer's statutory rights.

3. Use of Vehicle

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

Even a small variation in the hire details may result in additional costs.

Examples include the requirement for a relief driver to comply with drivers' hours regulations or the provision of an additional vehicle and driver where a delayed return affects other confirmed work.

Any additional charges will be reasonable, proportionate and explained to the hirer where practicable before being incurred.

4. Passenger Safety

The hirer must ensure that all passengers travelling are made aware of the company's relevant safety advice and instructions.

Passengers must comply with all reasonable safety instructions issued by the driver.

If the hirer intends to appoint a passenger to move around the vehicle while it is in motion, the company must be informed in advance so that appropriate safety arrangements and risk assessments can be considered.

Where wheelchair-accessible transport is required, the hirer should notify the company at the earliest opportunity so that suitable arrangements can be made in accordance with Section 23.

Nothing in this section removes or reduces the company's legal responsibilities for passenger safety.

5. Route and Time Variation

The company reserves the right to levy reasonable additional charges for mileage or time exceeding that originally agreed.

Where applicable, these charges will be calculated on a pro-rata basis in accordance with the rates or calculation method advised on the booking confirmation.

The vehicle will depart at the times agreed with the hirer. It is the responsibility of the hirer or their nominated representative to account for all passengers at the agreed departure times.

The company will not be responsible for losses arising solely from passengers failing to attend at the agreed departure time or failing to follow reasonable instructions provided by the hirer, except where the company is legally responsible.

Any requested changes to the itinerary, departure times or route must be agreed with the company and may be subject to additional charges.

6. Drivers' Hours

Drivers' working and driving hours are regulated by law.

The hirer accepts responsibility for ensuring that the agreed itinerary and journey timings are followed, so far as reasonably within their control.

Neither the hirer nor any passenger shall deliberately delay or interrupt the journey in a manner that places the driver at risk of breaching regulations relating to driving hours, rest periods or duty time.

Where additional costs arise as a direct result of delays or changes caused by the hirer or their passengers, the hirer may be responsible for reasonable additional costs incurred.

Any such charges will be calculated in accordance with Section 5.

The company and its drivers retain responsibility for complying with all applicable drivers' hours and road safety legislation.

7. Seating Capacity

The company will, at the time of booking, agree and specify the legal seating capacity of the vehicle to be supplied.

The hirer must not permit the number of passengers travelling to exceed the legal seating capacity of the vehicle.

Every passenger must occupy an appropriate seat and use the seat belt provided where legally required.

The driver may refuse to carry passengers where doing so would breach legal seating or safety requirements.

8. Vehicle Facilities

The company will, at the time of booking, specify the facilities available on the vehicle being hired.

These facilities will be detailed on the booking confirmation where applicable.

It is the hirer's responsibility to check the booking confirmation and notify the company promptly of any inaccuracies.

The company will take reasonable steps to ensure that advertised and agreed facilities are available and operational.

However, individual facilities such as refrigerators, entertainment systems, PA systems, toilets, Wi-Fi and hot drink facilities may occasionally become unavailable due to unforeseen technical faults.

Where an agreed facility is unavailable, the company will take reasonable steps to rectify the issue or provide an appropriate alternative where practicable.

Any refund or compensation will take into account the nature of the facility, the impact on the hire and the company's legal obligations.

Nothing in this section excludes or restricts the hirer's statutory rights or the company's liability where such exclusion is prohibited by law.

9. Conveyance of Animals

Animals may not be carried on private hire vehicles without the company's prior written agreement, except where the company is legally required to accommodate assistance animals.

The company recognises its obligations under the Equality Act 2010 and will make reasonable adjustments for disabled passengers travelling with assistance dogs.

Passengers are encouraged to notify the company in advance where an assistance dog will be travelling, to allow suitable arrangements to be made. Advance notification is not a condition of exercising statutory rights.

Any other animals may only be carried with prior written consent from the company.

10. Confirmation

Written confirmation issued by the company will normally constitute the basis for acceptance of the booking and any subsequent agreed alterations.

The hirer should carefully review the booking confirmation, including dates, times, passenger numbers, vehicle requirements, itinerary and payment terms.

Any discrepancies should be reported to the company as soon as reasonably practicable.

Changes to confirmed bookings must be agreed with the company.

11. Payment

The hirer is responsible for paying the booking fee and outstanding hire balance in accordance with the payment terms agreed with the company at the time of booking.

The company offers various payment arrangements, which are determined on an individual booking basis and are subject to the company's approval.

The applicable payment terms will be clearly specified on the booking confirmation and/or invoice.

Only the payment terms expressly agreed and confirmed by the company will apply to the booking. The alternative payment arrangements listed below are provided for reference and do not automatically apply unless specifically agreed.

a. 20% Booking Fee – Balance 30 Days Prior

A booking fee of 20% of the total hire price is payable upon confirmation of the booking to secure the transport.

The remaining balance must be paid no later than 30 days before the first date of travel.

b. 20% Booking Fee – Balance 14 Days Prior

A booking fee of 20% of the total hire price is payable upon confirmation of the booking to secure the transport.

The remaining balance must be paid no later than 14 days before the first date of travel.

c. Full Payment on Booking

Where full payment on booking is the agreed payment arrangement, the total hire price, including the 20% booking fee, must be paid immediately upon confirmation of the booking.

This arrangement will generally apply to bookings made within 30 days of the first date of travel, unless alternative payment terms have been expressly agreed by the company.

d. 14 Days from Invoice Date

Payment in full is required within 14 days of the invoice date.

These terms are available only to customers with an approved credit account.

e. 30 Days from Invoice Date

Payment in full is required within 30 days of the invoice date.

These terms are available only to approved public-sector customers or where a specific exception has been authorised by the company, subject to applicable law.

f. 60 Days from Invoice Date

Payment in full is required within 60 days of the invoice date.

These terms are available only where a specific payment arrangement has been expressly authorised by the company and is permitted by applicable law.

General Payment Conditions

The 20% booking fee forms part of the total hire price and is not an additional charge.

It secures the transport and is subject to the cancellation provisions outlined in Section 12.

Approved credit customers and customers granted alternative payment arrangements will be invoiced in accordance with their individually agreed terms.

All payments must be received by the specified due dates unless otherwise agreed in writing by the company.

Where payment is not received by the agreed due date, the company may issue a payment reminder and request settlement of the outstanding amount.

If payment remains outstanding, the company reserves the right, subject to applicable law and the circumstances of the booking, to suspend or terminate the contract and/or take appropriate action to recover sums legally due.

Late-Payment Interest

For business-to-business transactions, the company reserves the right to claim applicable statutory interest, fixed compensation and reasonable recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998, where legally applicable.

For consumer bookings, any interest or additional charges for late payment must be fair, proportionate, clearly communicated and legally recoverable.

The company will not impose charges that unlawfully penalise customers for late payment.

Nothing in this section affects the hirer's statutory rights.

12. Cancellation by Hirer

a. Cancellation Charges

If the hirer wishes to cancel a confirmed booking, the 20% booking fee, which forms part of the total hire price and secures the transport for the agreed date and itinerary, will be subject to the cancellation provisions outlined below.

The booking fee contributes towards the company's planning, administration and operational commitments associated with the booking.

Where the applicable cancellation charge exceeds the booking fee already paid, the hirer may be liable for the additional amount required to meet the relevant cancellation charge, subject to the limitations below.

The following cancellation charges represent the company's standard cancellation schedule, calculated as a percentage of the total hire price.

Notice Given Before Departure – Cancellation Charge

8 days or more: Up to 20% of the hire price (booking fee)
6–7 days: Up to 25% of the hire price
3–5 days: Up to 35% of the hire price
2 days: Up to 50% of the hire price
1 day: Up to 75% of the hire price
On the day of departure, including after the coach has been dispatched or has arrived at the departure point: Up to 100% of the hire price

These percentages are maximum standard charges and are not automatically payable in every case.

All cancellation charges, including retention of the booking fee, will be proportionate to the company's reasonable losses arising from cancellation.

In assessing the amount payable, the company will take into account costs already incurred, loss of profit, the likelihood of securing alternative work and reasonable steps taken to mitigate its losses.

Where the company's legally recoverable losses are lower than the cancellation charge or booking fee already paid, an appropriate refund will be provided.

Cancellation requests should be submitted to the company in writing as soon as possible.

b. Additional Costs

The hirer may also be responsible for reasonable, non-recoverable costs incurred by the company in connection with the booking.

These may include:

Accommodation and meals purchased at the hirer's request.
Theatre tickets, admission tickets and other pre-booked attractions.
Ferry crossings and other transport arrangements.
Other ancillary services specifically arranged for the booking.
Reasonable administration costs directly attributable to the cancellation.

Such costs will only be charged to the extent that they are legally recoverable and have not already been included within the applicable cancellation charge.

The company will take reasonable steps to obtain refunds or reduce losses where practicable.

c. Statutory Rights

Nothing in these cancellation provisions excludes or restricts the hirer's statutory rights under applicable UK law.

Where the hirer is legally entitled to cancel without charge or receive a refund, those rights will take precedence over these conditions.

13. Cancellation by the Company

The company reserves the right to cancel or amend a booking where performance becomes impossible, unsafe or materially affected by circumstances beyond its reasonable control.

Such circumstances may include severe adverse weather, road closures, civil emergencies, industrial action, government restrictions or other events that could not reasonably have been prevented or avoided.

Where the company is unable to fulfil the agreed booking, it will take reasonable steps to notify the hirer as soon as practicable and, where appropriate, explore alternative transport arrangements.

If the company cancels the booking and no suitable alternative is agreed, the hirer will be entitled to a refund of payments made for services not provided.

Any further liability will be determined in accordance with applicable law and the circumstances giving rise to the cancellation.

Nothing in this section excludes liability for negligence, breach of statutory duty or other liability that cannot legally be excluded.

14. Vehicle to Be Provided

The company reserves the right to provide a vehicle with a larger seating capacity than originally specified at no additional charge.

Where the hirer requests or uses additional seats beyond the original agreed passenger capacity, an additional charge may apply, provided this has been agreed with the hirer.

The company reserves the right to substitute another suitable vehicle, including a vehicle operated by an approved third-party operator, where reasonably necessary.

Any substitute vehicle will be of an appropriate standard and will meet the essential requirements agreed at the time of booking.

Where a material difference in vehicle specification or facilities affects the agreed service, the company will discuss suitable alternatives or remedies with the hirer.

15. Breakdown and Delays

The company provides journey time estimates in good faith, based on the information reasonably available at the time of booking.

However, journey times may be affected by traffic congestion, accidents, road closures, adverse weather, mechanical breakdowns or other unforeseen circumstances.

The company will take reasonable care and skill in providing the agreed transport services and will take reasonable steps to minimise disruption.

In the event of a vehicle breakdown or significant operational delay, the company will make reasonable efforts to arrange suitable alternative transport where practicable.

The company will not be responsible for losses arising solely from circumstances beyond its reasonable control where it has complied with its legal obligations.

Nothing in this section excludes or restricts liability for negligence, failure to exercise reasonable care and skill or any other liability that cannot legally be excluded.

16. Helicopters

Where helicopter transport is arranged as part of a booking, all flights are subject to operational requirements, aviation regulations, weather conditions and the professional judgement of the aircraft operator.

A flight may be delayed, amended or cancelled where necessary for safety, operational or regulatory reasons.

Where a flight cannot proceed, the company will take reasonable steps to inform the hirer and explain any available alternatives, refunds or rescheduling arrangements.

Any liability arising from the cancellation or disruption of helicopter services will be determined in accordance with the applicable contract and relevant law.

Nothing in this section excludes or restricts liability that cannot legally be excluded.

17. Package Travel Regulations

Where a booking includes transport together with other travel services, the arrangement may fall within the Package Travel and Linked Travel Arrangements Regulations 2018, as amended, or other applicable legislation.

Where the hirer independently organises additional elements of a trip, the hirer may have separate legal responsibilities as an organiser or retailer, depending on the nature of the arrangements.

The hirer is responsible for ensuring compliance with any legal obligations arising from travel services they independently organise or sell.

Where the company acts as a package organiser or retailer within the meaning of the applicable regulations, it will comply with the relevant legal requirements and provide any additional contractual information and protections required by law.

Nothing in these conditions excludes or restricts rights or liabilities arising under applicable package travel legislation.

18. Passengers' Property

All vehicles operated or supplied by the company are subject to statutory safety requirements concerning the carriage of luggage and personal belongings.

The hirer must ensure that passengers comply with reasonable luggage restrictions relating to size, weight and quantity.

Large or bulky items may not be suitable for carriage and should be declared to the company before the booking is confirmed.

The driver may refuse to carry luggage or other items where doing so would create a safety risk, obstruct emergency exits or cause the vehicle to exceed its permitted weight limits.

The company will take reasonable care when handling and transporting passengers' property where it has accepted responsibility for doing so.

Passengers are advised not to leave valuable items unattended on the vehicle and are encouraged to arrange suitable personal travel insurance.

The company will not be responsible for loss or damage arising solely from circumstances outside its reasonable control where it has exercised reasonable care and skill.

Nothing in this section excludes or restricts liability for loss or damage caused by the company's negligence or other liability that cannot legally be excluded.

Lost Property

Any lost property recovered from a vehicle will be handled in accordance with applicable legislation and the company's lost property procedures.

Where practicable, recovered items will be held at the premises where the vehicle is based.

Passengers should contact the company promptly regarding missing belongings.

Reasonable arrangements may be made for collection or return of recovered items, subject to applicable law.

19. Conduct of Passengers

The hirer is responsible for ensuring that passengers behave appropriately and comply with reasonable instructions issued by the driver or company representatives.

The driver is responsible for the safe operation of the vehicle and may refuse carriage to, or require the removal of, a passenger whose behaviour creates a genuine safety risk, subject to applicable law.

Unacceptable behaviour includes violence, threats, harassment, deliberate damage, dangerous conduct or interference with the driver.

The hirer may be held responsible for damage caused to the vehicle by passengers where the hirer is legally liable for that damage.

Any charges for damage will reflect the reasonable cost of repair, cleaning or replacement, taking account of fair wear and tear.

Sporting Events and Alcohol

Where transport is provided to or from sporting events, the hirer and passengers must comply with applicable legislation governing alcohol, passenger conduct and entry restrictions.

Alcohol may be prohibited on certain journeys, including those covered by legislation relating to designated sporting events.

The company reserves the right to refuse the carriage or consumption of alcohol where prohibited by law or by the company's agreed conditions.

20. Complaints

In the event of a complaint about the company's services, the hirer should, where practicable, seek assistance from the driver or contact the company at the time of the issue to allow an opportunity for resolution.

Where the matter cannot be resolved during the hire, complaints should preferably be submitted in writing within 14 days of completion of the journey.

The company will acknowledge written complaints within 14 days of receipt.

All complaints will be reviewed fairly and investigated as appropriate.

The company will aim to provide a full response within 28 days, although more complex investigations may take longer, particularly where information is required from third-party operators or suppliers.

Where additional time is required, the company will endeavour to keep the complainant informed.

The suggested complaint timescale does not remove or restrict any statutory rights or legal remedies available to the hirer.

21. Refreshments and Alcoholic Drinks

Unless the vehicle is specifically equipped and authorised for the purpose, food and drink may not be consumed on board without the company's prior agreement, except for confectionery and other items expressly permitted by the company.

Alcoholic drinks may only be carried or consumed where permitted by law and expressly authorised by the company.

The company reserves the right to prohibit food or drink where necessary for safety, cleanliness or compliance with legal requirements.

Reasonable exceptions will be considered where required for medical needs, disability-related requirements or other circumstances protected by law.

The hirer may be responsible for reasonable additional cleaning costs arising from excessive mess or damage caused by passengers.

22. Surcharges

Once a booking has been confirmed, the company may request an adjustment to the agreed hire price where exceptional circumstances result in a significant increase in unavoidable operating costs.

Such circumstances may include substantial increases in fuel costs, government-imposed taxes, road tolls, ferry charges or other unavoidable costs directly associated with the agreed journey.

Any proposed surcharge must be reasonable, supported by an identifiable increase in costs and communicated to the hirer in writing.

The company will not impose a surcharge within 30 days of the first date of travel.

Where a surcharge is proposed more than 30 days before departure, the company will explain the reason for the increase and the amount payable.

For consumer bookings, a price increase will only be applied where permitted by applicable law and the agreed contract. Where the hirer has a legal right to reject the increase or cancel the booking, that right will be respected.

For business bookings, any variation will be subject to the agreed contractual terms and applicable law.

Nothing in this section permits an unfair or otherwise unlawful unilateral price increase.

23. Serving Disabled Customers

The company is committed to providing accessible transport services and treating all passengers fairly and with dignity.

Where a passenger requires wheelchair-accessible transport or other disability-related assistance, the hirer is encouraged to inform the company as early as possible so that suitable arrangements can be considered.

Certain vehicles are specifically designed to accommodate passengers travelling in wheelchairs within the main passenger cabin.

Wheelchair accommodation may depend on the design of the vehicle, available wheelchair space, safe working limits and compatibility with approved restraint systems.

The company will assess individual requirements and consider reasonable adjustments in accordance with its obligations under the Equality Act 2010.

Where a wheelchair cannot be safely accommodated on a particular vehicle, the company will consider whether a suitable alternative vehicle or arrangement is reasonably available.

Passengers will not be refused transport solely because of a disability where doing so would be unlawful.

Any restrictions imposed for genuine safety reasons will be assessed individually and in accordance with applicable legislation.

The company will provide relevant accessibility information upon request.

24. Personal Information and Data Protection

The company is committed to protecting personal information and processing personal data in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Personal information provided in connection with quotations, bookings, payments and transport arrangements will be used for legitimate business purposes and where a valid legal basis for processing exists.

These purposes may include:

Processing enquiries, quotations and bookings.
Arranging and delivering transport services.
Communicating with customers about their bookings.
Processing payments and maintaining financial records.
Managing complaints, insurance matters and legal obligations.
Maintaining appropriate operational, safety and compliance records.
Sending marketing communications where permitted by law.

Where necessary, personal information may be shared with approved third-party transport operators, payment providers, booking system providers, professional advisers or other service providers involved in fulfilling the booking or meeting legal obligations.

Personal information will not be sold to third parties.

The company will retain personal information only for as long as reasonably necessary for the purposes for which it was collected, including applicable legal, accounting, contractual and regulatory requirements.

Retention periods may vary depending on the nature of the information and the reason it is held.

Customers have rights under applicable data protection legislation, which may include the right to access, correct, erase or restrict the processing of their personal information, subject to legal exceptions.

Customers may withdraw consent to consent-based marketing communications at any time and may object to direct marketing.

The company will provide further information about how personal data is processed, retained and protected through its Privacy Notice, which should be made available on the company's website.

Nothing in these conditions restricts the rights of individuals under applicable data protection legislation.