Hermitage Coaches

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Hermitage Coaches Ltd

Conditions of Carriage / Terms & Conditions

These Conditions of Carriage (“Conditions”) apply to all bookings made with Hermitage Coaches Ltd (“we”, “us”, “our”) and to all passengers (“you”, “your”) carried on our vehicles. By making a booking or travelling with us, you agree to be bound by these Conditions.

These Conditions do not affect your statutory rights under English law.

1. Definitions

“Company” / “we” / “us” / “our” means Hermitage Coaches Ltd.
“Client” means the person, firm or organisation making the booking and responsible for payment.
“Passenger” means any person travelling on a vehicle under a booking.
“Vehicle” means any minibus, coach, or other vehicle supplied by us (including any subcontracted vehicle).
“Journey” means the service(s) to be provided as set out in the written confirmation we issue.
“Booking Confirmation” means the written confirmation (email or otherwise) issued by us, setting out the agreed details of the hire.

2. Application of Conditions

1. These Conditions apply to all quotations, bookings, confirmations and carriage of passengers undertaken by us, unless otherwise agreed in writing by a director of Hermitage Coaches Ltd.
2. Any terms or conditions proposed by the Client that conflict with these Conditions shall be of no effect unless expressly agreed in writing by us.

3. Quotations & Prices

1. All quotations are based on the information supplied by the Client at the time of enquiry, including dates, times, pick-up and drop-off points, and itinerary.
2. All quotations include VAT unless specified otherwise.
3. Quotations are normally valid for 30 days from the date issued unless stated otherwise. We reserve the right to withdraw or amend any quotation before a Booking Confirmation is issued.
4. Unless expressly stated, quotations:
   • Are for direct travel between the points specified.
   • Include vehicle, driver and fuel costs.
   • Do not include tolls, congestion charges, ferry charges, parking fees, driver accommodation/subsistence, admission fees, event tickets, ferry/Eurotunnel crossings, or other third-party charges. These will either be:
     • added to the quotation and shown separately; or
     • recharged to the Client at cost after the Journey, as agreed.
5. Additional mileage or hours not agreed at the time of booking may incur extra charges, which will be notified to the Client as soon as reasonably practicable.

4. Bookings & Contract Formation

1. A booking is not confirmed until we have (a) issued a Booking Confirmation; and (b) received the required deposit or full payment, as applicable.
2. The Client is responsible for checking the Booking Confirmation and ensuring that all details are correct. Any discrepancies must be notified to us immediately.
3. The person making the booking warrants that they have the authority to do so on behalf of all passengers and accepts these Conditions on their behalf.

5. Payment Terms

1. At the time of booking, a non-refundable deposit of 25% of the total hire charge is payable, unless otherwise agreed in writing.
2. The balance (remaining 75%) is due no later than 7 days before the date of travel, unless otherwise agreed in writing and stated on the Booking Confirmation or invoice.
3. For bookings made within 7 days of the date of travel, the full hire charge (100%) is payable at the time of booking.
4. We reserve the right to refuse to commence a Journey where payment has not been received in full in accordance with these terms. In such circumstances, the booking will be treated as cancelled by the Client and cancellation charges will apply (see section 6).
5. Payments must be made in pounds sterling (£) by bank transfer, card, or other methods we may accept from time to time.

6. Cancellations by the Client

1. All cancellations must be notified in writing (email is acceptable) by the Client.
2. Unless otherwise agreed, cancellation charges apply as follows:
   • More than 7 days before departure: Forfeit of the 25% deposit (non-refundable). Any amount paid above the deposit will be refunded.
   • 7 days or less before departure: 100% of the total hire charge is payable. If the Client has not yet paid the full amount, they remain liable for the balance.
3. If third-party costs have already been incurred by us (e.g. ferry tickets, accommodation, attraction bookings, parking pre-payments), these may be payable in full in addition to the cancellation charges above.
4. If the cancellation charge is greater than the amount already paid, the Client remains liable for the difference and agrees to pay this on invoice.

7. Cancellations & Changes by Us

1. We will use reasonable endeavours to operate the Journey as booked. However, we may cancel or amend a booking due to circumstances beyond our reasonable control, including adverse weather, road closures, mechanical breakdown/unavailability, industrial action, war/terrorism/civil unrest, or public health/legal restrictions.
2. If we cancel before the Journey starts, we will offer an alternative vehicle/date where possible, or refund monies paid for the hire (excluding services already provided).
3. Our liability is limited to the amount paid for the hire. We are not liable for indirect or consequential loss (e.g. loss of enjoyment, accommodation costs, event tickets, or missed connections).

8. Variation to the Journey

1. Client-requested changes after the Booking Confirmation (e.g. extra pick-ups, time/destination changes) are subject to availability and may incur additional charges.
2. Changes are not effective until we confirm them in writing.
3. The driver is not authorised to agree variations that would breach drivers’ hours, road traffic laws, or safety policies. During a Journey, the driver may contact our office for instruction.

9. Passenger Conduct & Responsibilities

1. Passengers must follow reasonable instructions from the driver or our staff.
2. The Client is responsible for passengers’ behaviour and any damage caused to the vehicle or fittings.
3. Not permitted on vehicles: smoking (incl. e-cigs/vapes), illegal drugs, hazardous substances or weapons, threatening/abusive or unsafe behaviour.
4. Alcohol: Consumption may be permitted at our discretion and in accordance with law. We may refuse carriage to anyone unfit to travel due to intoxication/behaviour. No refund will be given.
5. Seatbelts: Where fitted, seatbelts must be worn in accordance with UK law. The Client must ensure passengers are aware and that any child restraints are provided and correctly fitted.
6. We may refuse boarding or terminate a Journey where behaviour is unacceptable or unsafe. No refund will be given in such circumstances.

10. Luggage & Personal Property

1. Luggage is carried at owner’s risk. We accept no liability for loss/damage to personal property unless caused by our negligence and only to the extent permitted by law.
2. Please inform us in advance of unusually large items, high-value items, bicycles, musical instruments, or specialist equipment.
3. We may refuse any item that is dangerous, illegal, likely to damage the vehicle, or unsuitable due to size/weight/quantity.
4. Passengers are responsible for loading/unloading their luggage and ensuring nothing is left behind.

11. Timings, Delays & Missed Connections

1. We use reasonable endeavours to keep to time, but journey times are estimates only.
2. We are not liable for delays beyond our control (e.g. congestion, closures, weather, accidents, security stops, passenger lateness).
3. The Client must allow sufficient time for check-in, security and transfers (e.g. airports/ports).
4. We are not liable for missed onward connections unless solely due to our negligence.

12. Disability, Mobility & Special Requirements

1. Please inform us at booking if any passenger has mobility needs, wheelchair requirements, assistance dogs, or other specific needs.
2. Not all vehicles are wheelchair accessible. We will advise what can be provided and any reasonable adjustments.
3. If not informed at booking, we cannot guarantee appropriate arrangements and accept no liability for resulting issues or inability to travel.

13. Subcontracting

1. We may subcontract all/part of a Journey to another licensed operator.
2. Where a subcontractor is used, these Conditions still apply; the Client also contracts with the subcontractor, who has its own licence and insurance.

14. Insurance & Limitation of Liability

1. We maintain insurance as required by law for carrying passengers for hire or reward.
2. Nothing limits our liability for death or personal injury resulting from our negligence.
3. Subject to 14.2, our total liability in contract, tort or otherwise in connection with a booking is limited to the amount paid for the hire.
4. We are not liable for indirect or consequential loss (including loss of profit, enjoyment or opportunity); loss arising from passenger lateness, missed departures, or failure to follow instructions; or loss/damage to property except as provided herein and only where caused by our negligence.

15. Force Majeure

We are not in breach, nor liable for delay/failure in performance, where caused by events beyond our reasonable control (including war, terrorism, riots, industrial disputes, natural disasters, extreme weather, public health emergencies, or legal restrictions).

16. Complaints

1. Please submit complaints in writing as soon as reasonably practicable and in any event within 28 days of travel.
2. We will investigate and respond in a timely manner and may request further information.

17. Data Protection

1. We process personal data in accordance with applicable data protection laws and our privacy policy (available on request or via our website).
2. Personal data will be used only for providing services, handling bookings, and fulfilling legal/regulatory obligations.

18. Governing Law & Jurisdiction

1. These Conditions and any dispute arising out of or in connection with them or any Journey are governed by the laws of England and Wales.
2. The courts of England and Wales have exclusive jurisdiction.

19. General

1. If any provision is invalid or unenforceable, the remaining provisions remain in full force and effect.
2. We may amend these Conditions from time to time. The version in force at the time of your Booking Confirmation applies to your booking.

Last updated: 2025