This website (www.citycoachhire.co.uk) is owned and operated by Assured Travel UK Ltd., Registered office:Kemp House 152 – 160 City Road London EC1V 2NX (Company Number 10929325).

These terms and conditions apply between you, the User of our website and Assured Travel UK Ltd. Please read these terms and conditions carefully, as they affect your legal rights.

www.citycoachhire.co.uk is a coach booking platform operating within UK and Europe and offering booking the coach hire on behalf of clients and providing best possible transportation services.

All information collected on this website is not shared with any third parties for any purposes.

Assured Travel UK Ltd is holding all up-to-date documents relevant to provided services: These include: vehicle insurance documents, DVSA operating licences, Public liability documents, CRB’s Specifically requested by the Customer.

Assured Travel UK Ltd. acts as agent for the independent Coach Hire Operators ensuring they have relevant Customer Service Policy and complaints procedures in place which will help to resolve any service issues which can occur in coach hire industry:

• Damage or loss of personal items and luggage:

Assured Travel UK Ltd. does not accept any responsibility for damage or loss of passengers’ items whilst on the vehicle. It is your responsibility to look after your possessions. Personal insurance of luggage is strongly recommended.

• Delays to vehicle service:

Assured Travel UK Ltd provides a coach of required sufficient seating capacity and a driver or drivers, suitable to undertake work agreed whilst placing the order. The coach route should be at the sole discretion of the Driver according to the road, weather conditions at the time, and traffic, unless a specific route has been agreed in writing with the customer and the coach operator.

We do not accept liability to refund or offer price discounts if the chosen route is not the shortest.

Specific arrangements must be agreed in advance if a coach has to be available to passengers between outward and return journeys. Stops can be made at suitable points to serve passengers’ comfort if required and to satisfy legal requirements regarding breaks and rest time for drivers.

Assured Travel UK Ltd does not accept responsibility for delays caused by circumstances on a road beyond its control. Travel insurance against these events is strongly recommended.  No responsibility or liability can be accepted by the Coach Operator for road accidents, traffic, weather conditions or other events outside its reasonable control, which may affect the journey time and cause delays. However, it is important for customers to take into consideration that coaches can be late as a normal cause of business without negligence on behalf of the coach hire company. This can happen due to other customer delays, traffic, accidents or mechanical problems.

If any journey is delayed by more than 60 minutes with one of our coaches, Assured Travel UK Ltd will consider providing refund to the customer. If we are unable to replace a delayed coach within 4 hours and the client makes their own travel arrangements, full refund will be provided.

We retain the right due to operational reasons to supply a larger coach than required at no extra charge depending on circumstances.

• Driver rest and working hours:

Drivers’ rest periods and working hours are regulated by law and it is illegal for them to work outside those hours. Therefore, we are aiming to carefully plan all journeys and include drivers’ hours rules, to minimize the risk of delays. Where delays still occur, we cannot be held responsible for any losses arising due to the delays or non-performance of the Services unless they are due solely to the negligence of the Coach Operator.

Second driver charges can be required when the driver exceeds 9 driving hours per day, 15 hours on shift per day (whether driving or not), excessive hours worked in any period of days, a single driver being asked to work more than 6 days in succession and if the driver ends his working day (e.g. 4am ) so late that it is not practical/possible for him to legally work the next day.

Rules related to customer responsibilities:

1. It is strictly prohibited to any passenger to behave in a way that puts other passengers or driver/ or the contents of the vehicle or vehicle itself at risk. Driver is permitted to refuse to continue a journey if he considers any passenger dangerous or behaving in inappropriate manner. Moreover, a driver can refuse to allow passengers onboard if he considers them unfit to travel for whatever reason (abusive or intoxicated with alcohol or drugs)
2. Passengers are responsible and liable for any damage or soiling the vehicle. The Operator maintains the entitlement to charge passengers for these actions and for extra non-routine cleaning required on the vehicle. The Customer shall be fully responsible for all the acts and omissions of the Customer’s Party and acknowledges on behalf of the Customer’s Party the responsibility of passengers for their conduct under the Conduct Regulations at all times.
3. A security deposit may be imposed by the Operator up to 48 hours before your trip for late pub/club runs or any other social events. Once the vehicle(s) have returned to the depot any costs incurred in cleaning and/or repairing the vehicle(s) will be taken from the security deposit before the balance, if any, is refunded.
4. Children and minors must be accompanied by adults at all times. Passenger numbers cannot exceed coach seats numbers.
5. Please note, that THIS COMPANY OPERATES A STRICTLY NO SMOKING POLICY on all coaches.

Rules related to Payments, cancellation and additional charges:

1. 1. All charges quoted to our Customer shall be exclusive of VAT which we shall add to its charges at the appropriate rate. At present coach hire is zero rated for VAT.
   2. As it was mentioned above, Extra charges might be applied on customers who damage a vehicle/vehicle contents or soil the vehicle.
   3. It is very important that bookings are paid on time as availability will not be guaranteed for clients who do not pay in a timely manner.
   4. For coaches booked in standard terms (Off peak) a deposit must be paid within 7 days of booking and the final balance must be received within 10 full working days before departure.
   5. For coaches booked for the peak time (Half term February, Easter Weekend (Thursday Monday inclusive), May to September and Christmas season December 3 to December 20) a deposit must be paid within 7 days of booking and the final balance no later than 14 working days prior to the departure.
   6. All short notice bookings for all types of journeys and vehicles made less than 10 days before the trip takes place, should be paid in full at the time of the booking. Any bookings made without payments might not be processed and are subject to availability.
   7. All International Journeys and tours must be paid in full not less than 21 full working days before trip departure.
   8. Coaches booked on behalf of the client require immediate payment.
   9. Double decker and Luxury Vehicles bookings must be paid within 28 full working days of booking and a deposit must be paid within 7 days of booking.
   10. Large groups journeys for more than 150 people with multiple coaches required, must be paid in full within 21 full working days before trip departure and a deposit should be paid within 7 days of booking day.

• Please note that bookings will be AUTOMATICALLY CANCELLED in the event of non–full payment, except if expressly agreed by the Customer in writing with Assured Travel UK Ltd.

1. All payments are required to be made by debit or credit cards. Alternative payment methods should be arranged in writing in advance.
2. If the booking is for more than 10 days before departure, then the customer must pay 20 % deposit on a booking day with the balance due 10 days prior to travel.

Either party can cancel the trip 14 days before the trip takes place. If a booking is cancelled in writing by the Customer with more than 14 working days left before the date of travel, other than the initial deposit paid by the Customer, the Customer will have no further costs to pay. If the booking is cancelled by the supplier with more than 14 days notice the supplier shall refund any deposit paid by the customer.

If a booking is cancelled by a customer with less than 7 days notice, payment in full will be still required to me made by the customer.

Security deposits are not refundable on bookings cancelled by the customer. There are no refunds for ferry, tunnel or toll fees or any other non-coach operator costs.

1. Unless, it has been otherwise agreed in advance, the coach hire price will not include any group catering, tickets, ferries/tunnels, road tolls or parking price. These types of arrangements can be made for you if agreed in advance and additional charge will be applied. Also, the coach operator reserves rights to charge the customer for drivers accommodation should the length of a trip exceed 15 hours. The Coach Operator will not be held liable for any request for a reimbursement from the customer in the event the accommodation is not used.
2. Trips requiring longer hours or needing more mileage should comply with all regulations with regards to driver’s hours. Assured Travels UK Ltd. will work with you to produce as agreed itinerary which will mitigate, as far as possible, the need for any additional costs in terms of arranging a second driver or driver accommodation. If such costs are unavoidable we will advice the customer of them if possible more than 7 days prior to travel and allow to cancel the booking at no further costs. Assured Travel UK Ltd  are happy to advise and agree at the point of booking of any additional charges which may be necessary for additional drivers or drivers accommodation.
3. Services like ferries and Eurotunnel are subject to third party availability on receipt of cleared funds. We do not accept any liability or responsibility if availability is lost between booking and receipt of funds for these third party charges.
4. Customers are responsible for checking on the Booking Confirmation once issued. If a Customer requires an amendment to a Booking, the amendment will only be considered as implemented when the Customer has it confirmed in writing in terms of a new, replacement, Booking Confirmation. If an updated Booking Confirmation has not been received by the Customer with the updated details, then the Customer must assume that the existing booking has not been amended.

Complaints:

Any complaints that customers might have should be addressed in writing or electronically by contacting Assured Travel UK Ltd office. (Address: Kemp House 152 – 160 City Road London EC1V 2NX email address: customerservices@citycoachhire.co.uk)The company will aim to resolve the complaint and advice to the customer within 4 working days. The Customer will receive complaints acknowledgment receipt the same day if the office was contacted electronically.

Any issue must be raised in writing within 14 days of the initial travel date.

Any refund due will be issues as a credit note.

All compensation relates to the booking fee only.

By placing a booking with www.citycoachhire.co.uk,you are confirming that you have read, understood and agreed to abide by the above published Terms and Conditions. Please ensure you understand them fully prior to placing a booking.