Minibus Hire Walthamstow Terms and Conditions

1. About us and our role

1.1 Minibus Hire Walthamstow is the trading name of Zero Two Management.

1.2 Unless we state otherwise in writing, we act only as a booking agent. This means that we arrange and administer bookings with independent drivers and operators, while the transport service itself is provided by the assigned driver or operator. We may collect payment from you and pass it on to the relevant driver or operator after deducting any agreed fees, commission, or other sums.

1.3 By making a booking with us, you accept these Terms and Conditions.

1.4 Nothing in these Terms and Conditions excludes or limits any consumer statutory rights that cannot lawfully be excluded or limited.

2. Booking requests, quotations, and confirmation

2.1 All quotations are subject to availability and do not amount to a booking.

2.2 A booking becomes binding only when we have confirmed it in writing and any required deposit has been paid.

2.3 If no suitable driver or operator is secured before confirmation, no contract will be formed and all money paid by you will be refunded.

2.4 You must check all confirmation details carefully and report any errors or omissions to us promptly.

3. Our booking service

3.1 We will use reasonable care and skill in arranging and administering bookings.

3.2 We are responsible for our own acts and omissions in arranging the booking.

3.3 The driver or operator is responsible for the transport service itself, including the vehicle, the driving, the route, and any safety or legally required operational decisions.

4. Prices and payment

4.1 The price is based on the journey details supplied by you, including the date and time, pickup and drop-off locations, passenger numbers, luggage, waiting time, trailer requirements, ferry costs, parking, tolls, and any other special requirements.

4.2 Unless we state otherwise, the confirmed price covers only the booked details set out in the confirmation.

4.3 Extra charges may apply for changes to the itinerary, time, route, or passenger numbers, for extra waiting time, for extra tolls, parking, ferry, or similar costs, for materially different luggage or requirements, and for extra stops or extra services.

4.4 Full payment is due before departure unless we agree otherwise in writing.

4.5 We may accept payment by card, bank transfer, cash, or any other payment method stated by us.

5. Deposits

5.1 We may require a deposit in order to secure a booking.

5.2 Unless we agree otherwise in writing, the standard deposit is 40% of the total booking price.

5.3 Any deposit paid is treated as part payment of the total booking price.

5.4 If we cancel before travel because we cannot arrange the service, all sums paid for that booking will be refunded.

6. Customer cancellations

6.1 If you cancel a confirmed booking, the following cancellation charges will apply: 40% if cancellation takes place more than 14 days before travel; 50% if cancellation takes place between 7 and 14 days before travel; 75% if cancellation takes place between 48 hours and 7 days before travel; and 100% if cancellation takes place less than 48 hours before travel.

6.2 If the amount you have paid is less than the applicable cancellation charge, the remaining balance will still be due.

6.3 If the amount you have paid is more than the applicable cancellation charge, the difference will be refunded to you.

6.4 Reasonable and evidenced third-party cancellation costs arising from your cancellation, including costs for accommodation, meals, ferry tickets, or event tickets, may also be passed on to you.

7. Changes requested by you

7.1 We will try to accommodate requested changes to a booking, but we do not guarantee that this will be possible.

7.2 Amendment or rearrangement charges may apply as follows: 15% if the change is requested more than 14 days before travel; 30% if the change is requested between 7 and 14 days before travel; 40% if the change is requested between 48 hours and 7 days before travel; and if the change is requested less than 48 hours before travel, the booking may be treated as cancelled and rebooked.

7.3 You must also pay any reasonable extra sums charged by the driver, operator, or any third party as a result of your requested change.

8. Cancellation or changes by us

8.1 We may cancel or amend a booking before travel where this is reasonably necessary because of a breakdown, driver or operator unavailability, safety issues, severe weather, road closures, legal or regulatory requirements, incorrect or incomplete booking information provided by you, or events outside our reasonable control.

8.2 In such circumstances, we will try to offer an alternative driver or operator, a reasonably equivalent vehicle, amended arrangements, or a refund if no suitable alternative is available.

8.3 We are not liable for any indirect or consequential loss arising from such cancellation or amendment unless it is caused by our negligence, fraud, or another liability that cannot lawfully be excluded.

9. Vehicle substitutions and subcontracting

9.1 We may place bookings with third-party drivers and operators.

9.2 We may substitute the vehicle where this is reasonably necessary, provided that the substitute vehicle is suitable for the passengers and luggage confirmed in the booking.

9.3 A substitute vehicle may be a different make or model, may be differently branded, may be a larger vehicle, or may be another reasonably equivalent and suitable type of vehicle, including a taxi or multiple vehicles where this is reasonably necessary to fulfil the booking.

9.4 Vehicle preferences are not guaranteed unless we have expressly guaranteed them in writing.

9.5 No trailer is guaranteed unless it has been separately booked and confirmed in writing.

10. Driver and operator authority

10.1 The driver has control over the safe operation of the vehicle during the journey.

10.2 The driver or operator may refuse carriage, stop the journey, or remove a passenger where this is reasonably necessary for safety, compliance with the law, or the comfort of others, including in cases of abusive, threatening, or unsafe behaviour, intoxication, prohibited smoking or vaping, illegal substances, dangerous, unsuitable, or prohibited items, likely vehicle damage, or refusal to follow reasonable safety instructions.

10.3 If the journey is interrupted or ended because of the conduct of you or your party, no refund will be due for the unused part of the journey and reasonable extra costs may be charged.

11. Waiting time, delays, and no-show

11.1 Passengers must be ready at the agreed place and time for pickup.

11.2 Waiting for more than 15 minutes may result in an extra charge.

11.3 If your delay affects other bookings or legal driving hours, the driver may leave and the booking may be treated as a no-show or a late cancellation.

11.4 For airport or seaport pickups, unless we have agreed otherwise in writing, the driver will wait for up to 1 hour from the recorded landing or arrival time, and if the passenger has not met the driver and made contact within that time, the booking may be treated as a no-show.

11.5 A no-show may also apply where the wrong date, time, or location is provided, where the customer fails to attend the pickup, or where the customer cannot be contacted within a reasonable time after pickup.

11.6 In the event of a no-show, cash bookings secured by card may be charged in full, and pre-paid bookings are non-refundable.

11.7 Missed flights or changed arrival times must be reported promptly. We will try to rearrange the booking, but extra charges may apply.

12. Route, itinerary, and extra mileage

12.1 The route will normally be determined by the driver or operator based on the booking details and the road conditions at the time.

12.2 Requested route deviations, extra stops, or extra waiting time are chargeable if they reasonably increase the cost of the journey.

13. Passenger conduct and vehicle rules

13.1 Smoking and vaping are not permitted in the vehicle.

13.2 Alcohol may not be carried or consumed unless this has been agreed in advance.

13.3 Messy or strong-smelling food is prohibited unless the driver agrees otherwise.

13.4 Passengers must remain seated while the vehicle is moving and must wear seat belts where they are fitted.

13.5 Passengers must follow the driver’s reasonable instructions relating to safety and lawful use of the vehicle.

14. Luggage and personal belongings

14.1 All passenger and luggage details provided at the time of booking must be accurate.

14.2 The driver may refuse to carry luggage or goods that are reasonably considered unsafe, unsuitable for the vehicle, likely to cause damage, or likely to obstruct gangways, exits, or the safe operation of the vehicle.

14.3 Heavy items should be placed in the proper luggage area where one is available.

14.4 We are not liable for loss of or damage to luggage or belongings unless the loss or damage is caused by our negligence in providing the booking service.

14.5 If the driver assists with loading or unloading, that assistance does not transfer responsibility, and passengers remain responsible for their own belongings.

15. Damage, cleaning, and extra costs caused by passengers

15.1 You are responsible for any vehicle damage caused by you or your party through deliberate act, negligence, or failure to follow reasonable instructions.

15.2 You may also be liable for reasonable costs of repairs, specialist cleaning, loss of vehicle use, diversions, call-out or recovery, and any other direct and reasonably foreseeable resulting costs.

15.3 We or the operator may require payment of those costs and will provide reasonable evidence if requested.

16. Lost property

16.1 If any property is left in a vehicle, we will try to help you contact the driver or operator.

16.2 Recovery of lost property is not guaranteed.

16.3 Any recovery, storage, packaging, or return costs charged by the operator or a courier may be payable by you.

17. Special items, child seats, and accessibility

17.1 Assistance dogs are allowed, but any other animals require prior agreement.

17.2 Any child seat requirements must be stated at the time of booking.

17.3 If child seats are provided, the accompanying adult must check their apparent suitability before travel.

17.4 Nothing in these Terms excludes liability for defective equipment where the law does not allow that liability to be excluded.

17.5 Any accessibility requirements must be disclosed before booking so that we can try to arrange a suitable vehicle or operator.

18. Flights, ports, and timing risk

18.1 You are responsible for allowing sufficient time for flights, ferries, trains, events, and any other time-critical arrangements.

18.2 If you choose a later pickup time than the one recommended or quoted, the resulting timing risk is yours unless it is caused by our negligence in arranging the booking.

18.3 Traffic, weather, incidents, police activity, closures, and other events outside our reasonable control may affect travel times.

19. Health, hygiene, and public guidance

19.1 Passengers must not travel where doing so would breach the law or official public health guidance.

19.2 Drivers and passengers must comply with any legally required health and safety measures in force at the time of travel.

19.3 Any operational guidance issued by us does not reduce any legal rights.

20. Complaints

20.1 Complaints should be sent promptly to [email protected].

20.2 Complaint details should include the booking reference, the travel date and time, the issue being complained of, and any supporting photos, messages, or other evidence.

20.3 We will investigate complaints about our booking service and, where appropriate, liaise with the driver or operator about complaints relating to the transport service.

21. Refunds

21.1 Any refunds due under these Terms will be made using the original payment method where reasonably possible.

21.2 Duplicate payments made in error will be refunded, subject only to any actual lawful non-recoverable third-party transaction costs, if applicable.

22. General

22.1 No bill, poster, notice, decoration, or display may be placed on or in a vehicle without prior consent.

22.2 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

22.3 These Terms are governed by the law of England and Wales, unless the law requires another UK jurisdiction to apply for a consumer contract.

22.4 In these Terms, “writing” includes email.

Important summary

By making a booking, you confirm that the details you have provided are accurate.

By making a booking, you confirm that you have authority to book for all passengers in your party.

By making a booking, you confirm your acceptance of these Terms and Conditions.

By making a booking, you confirm that you understand that Minibus Hire Walthamstow acts as a booking agent unless we expressly state otherwise.