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Terms & Conditions

Last Updated: 28/07/26

Welcome to excellence travels (“excellencetravels.co.uk”). By making a booking with us, you agree to the following Terms & Conditions. Please read them carefully, as they outline your rights and responsibilities.

1. General Terms of Booking

  • All bookings are subject to these Terms & Conditions.
  • A booking is considered confirmed and binding when:
    • You receive a confirmation (verbally or in writing), and
    • The required deposit is received (if applicable).
  • Deposits are non-refundable unless excellence travels is unable to fulfil your journey.
  • Please remain seated while the vehicle is in motion.

2. Liability & Responsibility

Excellence Travels (or its agents, contractors, or subsidiaries) is not liable for:

  • Accidents, delays, or road traffic issues.
  • Loss or damage to luggage or personal belongings.

Responsibility for conduct, damages, or compensation lies with the Hirer (client) and/or the contractor (driver).

Criminal or civil proceedings may be pursued in cases of damage, negligence, or disruptive behaviour.

3. Cancellation, Refunds & Deposits

Deposits

  • A minimum 40% deposit is required to secure your booking.
  • Deposits are non-refundable unless BusRoute cannot fulfil the journey.

Cancellation Policy

  • More than 14 days before travel – 40% charge of the total booking.
  • 7–14 days before travel – 50% charge of the total booking.
  • 48 hours–7 days before travel – 75% charge of the total booking.
  • Less than 48 hours before travel – 100% charge (no refund).

Where additional services such as meals, ferries, accommodation, or other third-party services have been booked, the applicable cancellation charges for those services will also apply.

Special Note on Pandemics (COVID-19 & Similar Events)
No special concessions or refunds will be made for cancellations due to illness or pandemics.

Rearrangement charges:

  • 15% if more than 14 days’ notice.
  • 30% if 7–14 days’ notice.
  • 40% if less than 7 days’ notice.
  • No refund within 48 hours of travel.

4. Travel Disruptions & Cancellations by BusRoute

BusRoute reserves the right to:

  • Cancel, suspend or amend a booking due to:
    • Vehicle breakdown.
    • Driver unavailability.
    • Unforeseen circumstances.

In such cases, a full refund will be provided; however, BusRoute will not be responsible for any additional costs incurred.

Where necessary, we reserve the right to provide a substitute vehicle of a different size or brand.

5. Passenger & Hirer Responsibilities

The Hirer is responsible for:

  • Any damage caused to the vehicle, fittings, or equipment by members of their party.
  • Additional charges resulting from route deviations or delays caused by late arrivals.

Passenger conduct:

  • No alcohol, smoking, or fast food is permitted onboard.
  • Guide dogs are permitted; all other animals require prior approval.
  • Luggage must not obstruct gangways or emergency exits.

Drivers reserve the right to refuse travel to passengers who:

  • Cause a nuisance.
  • Pose a safety risk.
  • Fail to follow reasonable instructions.

6. No Show & Missed Flights

A No Show occurs when a passenger fails to meet the driver at the agreed pickup location and time.

In the event of a No Show:

  • The full booking amount will be charged.
  • Pre-paid bookings are non-refundable.

For airport collections, drivers will wait for up to one hour after the scheduled flight landing time.

If your flight is delayed or missed, please notify BusRoute immediately to minimise additional charges.

7. COVID-19 Safety Guidance

Passenger Guidance

  • Do not travel if you feel unwell or are showing symptoms of illness.
  • Face coverings are recommended but not mandatory.
  • Use tissues when coughing or sneezing and dispose of them responsibly.
  • Maintain social distancing where possible.
  • Use hand sanitiser when appropriate.

Driver Guidance

  • Vehicles should be sanitised regularly, particularly high-contact surfaces.
  • Vehicles should be well ventilated where possible.
  • Drivers should avoid unnecessary physical contact with passengers.

8. Conditions of Hire

  • Drivers have full authority over their vehicle.
  • BusRoute may subcontract bookings to licensed and insured transport operators where necessary.
  • BusRoute accepts no liability for delays caused by traffic, vehicle breakdowns, or circumstances beyond our control.
  • We are not responsible for lost or damaged belongings.
  • Child seats, where provided, are used entirely at the parent or guardian’s discretion.
  • Customers are responsible for ensuring all booking details are accurate.

9. Payment & Charges

  • Full payment must be received before departure unless otherwise agreed.
  • Accepted payment methods include:
    • Credit/Debit Card
    • Bank Transfer
    • Cheque
    • Cash (only where pre-arranged)

Duplicate or incorrect payments may be refunded subject to a 22.5% administration fee.

Waiting time exceeding 15 minutes may incur additional charges.

Trailers are available only when booked in advance (from £40 each way).

10. Notices & Complaints

No posters, advertisements, or notices may be displayed on vehicles without prior written permission.

Any complaints must be submitted by email to: info@busroute.co

11. Acceptance of Terms

By making a booking and/or paying a deposit, you confirm that you have read, understood, and agree to these Terms & Conditions.

We look forward to providing you with a safe, reliable, and comfortable journey.