Terms and conditions
Our terms
1. These terms
1.1 What these terms cover. These are the terms and conditions on which we supply services to you.
1.2 Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
2. Information about us and how to contact us
2.1 Who we are. Coachhop is a trading name of National Coach Network Limited a company registered in England and Wales. Our company registration number is 08460830 and our registered office is at Unit 4g Beehive Mill, Jersey Street, Manchester M4 6JG. Our registered VAT number is 175 7928 56.
2.2 How to contact us. You can contact us by telephoning our customer service team at 0330 995 2345 or by writing to us at enquiries@coachhop.com.
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address you provided to us in your order.
2.4 Definitions. The following definitions apply:
(a) Booking Confirmation means the confirmation of booking provided by us to you on acceptance of an order;
(b) Destination means the destination specified in the Booking Confirmation;
(c) Driver means the nominated driver or drivers of the Vehicle;
(d) Event means the event specified in the Booking Confirmation;
(e) Event Ticket means the ticket for the Event;
(f) Price means the price for the Services as set out in the Booking Confirmation;
(g) Services means the transport services to be provided under this agreement;
(h) Vehicle means the vehicle provided by us to provide the Services;
(i) Vehicle Operator means the operator of the Vehicle.
2.5 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
3. Our contract with you
3.1 Quotation. All quotations for the Services shall not constitute an offer. A quotation shall only be valid for a period of 72 hours from time of issue (providing the date of travel is more than 14 days ahead). We may withdraw a quotation at any time if a suitable vehicle is not available for the date of travel.
3.2 How we will accept your order. We will provide you with a provisional booking when your order is placed with us. Our acceptance of your order will not take place until you have paid the deposit in cleared funds and we email you the Booking Confirmation, at which point a contract will come into existence between you and us which will include these terms and conditions.
3.3 If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the services.
3.4 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.5 Booking Confirmation. The booking confirmation together with any relevant documentation will contain the journey information. It is your responsibility to check the booking confirmation. Any discrepancies should be notified within 24 hours. We cannot accept responsibility for refusal to travel if the booking details do not match the journey to be provided.
3.6 Changes to your Booking Confirmation. If you wish to make a change to the Services you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. You may only make changes to the Booking Confirmation with our prior agreement in writing. We will charge an administration fee for any changes as follows:
(a) the administration fee will be £50 where the date of travel is within less than 48 hours from the request to change the Booking Confirmation;
(b) the administration fee will be £25 where the date of travel is within less than 14 days but more than 48 hours from the request to change the Booking Confirmation; and
(c) the administration fee will be £10 where the date of travel is more than 14 days from the request to change the Booking Confirmation.
4. Event Tickets and Third party Services
4.1 All Event Tickets and services provided by third parties (such as but not limited to ferry or hotel bookings) will be subject to the standard terms and conditions of the event organiser or third party which will be provided at the time of booking.
4.2 We are not responsible for any loss or damage caused by cancellation of the Event or third party services or change in the date of the Event or third party services.
4.3 If the Event or third party service is cancelled or there is a change in the date of the Event or third party service then:
(a) we will have no liability to you in respect of the Event Ticket or charge for the third party service;
(b) you will not be entitled to any refund on the Price.
4.4 You are advised to take out your own travel insurance and Event cancellation insurance.
4.5 Where we arrange Event Tickets on your behalf:
(a) The Event Ticket has no cash value.
(b) The Event Ticket can be used for entry for fewer guests than listed on the Event Ticket but you are not entitled to any refund on the cost of the Event Ticket.
(c) Any guests in excess of the number on the Event Ticket will have to purchase tickets (if available) on the day directly from the event organiser.
5. Price and payment
5.1 Where to find the price for the product. The price of the services (which includes VAT) will be the price indicated on the order pages when you placed your order. We take reasonable care to ensure that the price of the product advised to you is correct. However please see clause 5.3 for what happens if we discover an error in the price of the services you order.
5.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
5.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the services we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the services' correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the services’ correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract and refund you any sums you have paid.
5.4 When you must pay and how you must pay. We accept payment by bank transfer credit and debit card. All payments made by credit card will incur a processing fee. You authorise us to take payment of any outstanding or additional sums from the credit card or debit card used to make payment. You must include the booking reference number as reference for the payment. Failure to include the booking reference in the payment may delay the allocation of your payment and confirmation of your booking and could lead to the booking being cancelled.
5.5 How much you must pay. In consideration for us carrying out the Services you will pay to us the Price. We may increase the Price to cover any increases in the cost of fuel, taxes, regulatory charges or other costs where such increases have occurred since the date of the Booking Confirmation. You must pay the Price:
(a) a deposit payment of 25% of the Price at the time of booking;
(b) the total Price must be paid not less than 7 days before the date of travel.
5.6 Additional Charges. Unless otherwise stated in the Booking Confirmation, additional charges may be raised for:
(a) Event Tickets;
(b) Ferries, road tolls and parking;
(c) any additional driver that may be required due to the length of the journey;
(d) accommodation for the driver (where overnight accommodation is required) which will be single occupancy room of reasonable basic standard with evening meal and breakfast;
(e) amendments to the original booking including change in the named passenger (where permitted) additional drop offs, additional mileage or additional journey time as a result of accommodating any change requested by you; and
(f) additional cleaning where cleaning over and above that normally carried out is required. We may require you to pay a cleaning deposit at the time of placing your order which will be repaid to you if not required within 14 days from your date of travel.
5.7 We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of Barclays Bank PLC from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
6. Transport Services
6.1 Vehicles. We will provide the Services with any suitable vehicle. Any photograph or vehicle specification is for illustrative purposes only.
6.2 Use. The Vehicle will be available for travel to and from the Destination. The route taken to and from the Destination and any rest breaks will be at the sole discretion of the Driver. Unless otherwise agreed in Writing you have no right to use the vehicle between the outward and return journey.
6.3 Purpose of the Journey. You must notify us at the time of making the booking if the purpose of the journey is to attend a football match, music festival or political demonstration. We may terminate the contract in our absolute discretion where you fail to provide such notice.
6.4 Departure Times. The Vehicle will depart at agreed times. It is your responsibility to ensure that:
(a) You check that the journey is operating as scheduled;
(b) You join the Vehicle at the appointed time;
(c) You return to the Vehicle after any rest break by the time stated by the Driver.
6.5 Delays and Breakdowns. We are not responsible for inconvenience or loss caused by breakdown or unforeseen delay caused by traffic, road accident, adverse weather conditions, compliance with police or customs or other governmental officials. You are advised to take out travel insurance to cover the risk of delay to your journey.
6.6 Seating Capacity. The Vehicle will not be loaded beyond the number of passengers that it is legally permitted to carry. Unless agreed in writing, the total number of passengers in your booking may be split across any number of Vehicles.
6.7 Luggage. We may charge you additional fees if you exceed your permitted luggage allowance. You should notify us in advance of any excess luggage as capacity of the Vehicles is limited and we may, in some case, be unable to take your luggage. The following items are prohibited:
(a) Weapons;
(b) Drugs other than medicines;
(c) Live or dead animals.
6.8 Valuables. We do not accept liability for loss of or damage to your property being carried on the Vehicle which are at your risk. No valuables should be left on the Vehicle at any time even if the Vehicle is locked.
6.9 Lost Property. Property left on the Vehicle will be held at our operating base for 30 days and disposed of thereafter. It is your responsibility to collect the property and pay any costs incurred with collection.
6.10 Animals. No animals may be carried without prior agreement in writing.
6.11 Vehicle Operator Conditions. You will comply and will ensure that all passengers comply with all terms and conditions and rules of the Vehicle Operator which will be available upon request.
6.12 Conduct. You shall comply and shall ensure that all passengers in your group comply with the following code of conduct whilst a passenger on the Vehicle:
(a) You shall were seatbelts where provided;
(b) You shall not smoke or consume alcohol or drugs;
(c) You shall not be abusive to the Driver or any other passenger;
(d) You shall not be intoxicated;
(e) You shall not damage the Vehicle or any third party property;
(f) You shall not carry any prohibited items;
(g) You shall not distract the Driver;
and the Driver may remove you or any passenger from a Vehicle or refuse to allow any passenger to board the Vehicle if they fail to comply with the code of conduct.
You shall be responsible for any damage that you cause (or any passenger causes) to the Vehicle or the property of any third party.
6.13 Responsibility for Passengers. You shall be responsible for all acts or omissions of all passengers regardless as to whether you are also travelling as a passenger.
7. Cancellation
7.1 You may cancel a booking by notice in Writing to us.
7.2 If you cancel the contract under clause 7.1, we will use reasonable endeavours to re-book the Vehicle but we reserve the right to charge a cancellation fee. Any sums already received by us (including any deposit) under this contract will be deducted from the cancellation fee. The cancellation fee shall be:
| Cancellation before the date of the date of travel | Cancellation fee
| More than 30 days before the date of travel | 25% of the Price
| More than 14 days but less than 30 days before the date of travel | 50% of the Price
| Less than 14 days before the date of travel | 100% of the Price
8. Our rights to make changes
8.1 We may alter or cancel any Services and substitute an alternative Service. In the event that we cancel a Service before it has started then we will reimburse you for the Price or such part of the Price that represents any unused part of the journey.
8.2 We may change the services:
(a) to reflect changes in relevant laws and regulatory requirements; and
(b) to implement technical adjustments and improvements.
9. Our right to end the contract
9.1 We may end the contract if you break it. We may end the contract at any time by writing to you if:
(a) you do not make any payment to us on the due date for payment;
(b) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services.
9.2 Consequences of ending the contract. If we end the contract under clause 9.1 we may retain the deposit and any other sums paid by you and reserve the right to charge you for any losses incurred by us as a result of ending the contract.
10. If there is a problem with the services
10.1 How to tell us about problems. If you have any questions or complaints about the services, please contact us. You can telephone our customer service team at 0330 995 2345 or write to us at clientrelations@coachhop.com and Unit 4g Beehive, Jersey Street, Manchester M4 6JG.
11. Our responsibility for loss or damage suffered by you
11.1 Our liability. Our liability is excluded to the fullest extent permitted by law.
11.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services.
11.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
11.4 We are not liable for any failure to carry out the services which is caused by events outside of our reasonable control.
12. How we may use your personal information
12.1 How we will use your personal information. We will use the personal information you provide to us:
(a) to supply the services to you;
(b) to process your payment; and
(c) if you agreed to this during the order process, to give you information about similar products that we provide, but you may stop receiving this at any time by contacting us.
12.2 We may pass your personal information to credit reference agencies. Where we extend credit to you for the services we may pass your personal information to credit reference agencies and they may keep a record of any search that they do.
12.3 We will only give your personal information to third parties where the law either requires or allows us to do so.
13. Other important terms
13.1 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
13.2 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
13.3 Variations. No variations of this contract shall be effective unless agreed in Writing by us. The Driver has no authority to make changes to the Services or to this contract.
13.4 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
13.5 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts.