Hire Coach Hull Terms and Conditions

1. About us and our role

1.1 Hire Coach Hull 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 driver or operator assigned to your booking. We may collect payment from you and pass that payment 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 confirm that you accept these Terms and Conditions.

1.4 Nothing in these Terms and Conditions excludes or limits any statutory rights you may have as a consumer.

2. Booking requests, quotations, and confirmation

2.1 Any quotation we provide is subject to availability and does not itself 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 is issued, no contract will be formed and any money paid by you will be refunded in full.

2.4 You must check all confirmation details carefully and must 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 your booking.

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

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

4. Prices and payment

4.1 The price of a booking 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 booking confirmation.

4.3 Extra charges may apply if there are changes to the itinerary, time, route, or passengers, if extra waiting time is required, if extra tolls, parking, ferry, or similar costs arise, if luggage or requirements are materially different from those originally stated, or if extra stops or extra services are required.

4.4 Full payment must be made before departure unless we have agreed otherwise with you in writing.

4.5 We may accept payment by card, bank transfer, cash, or any other payment methods that we state are available.

5. Deposits

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

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

5.3 Any deposit paid forms part payment of the total booking price.

5.4 If we cancel before travel because we are unable to 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% where cancellation takes place more than 14 days before travel; 50% where cancellation takes place between 7 and 14 days before travel; 75% where cancellation takes place between 48 hours and 7 days before travel; and 100% where 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 items such as 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 changes will be possible.

7.2 Amendment or rearrangement charges may apply as follows: 15% where the change is requested more than 14 days before travel; 30% where the change is requested between 7 and 14 days before travel; 40% where the change is requested between 48 hours and 7 days before travel; and, where 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 due to breakdown, driver or operator unavailability, safety issues, severe weather, road closures, legal or regulatory requirements, incorrect or incomplete booking information provided by you, or other events outside our reasonable control.

8.2 If we cancel or amend a booking in those 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 Unless caused by our negligence, fraud, or any liability that cannot lawfully be excluded, we are not liable for any indirect or consequential loss arising from such cancellation or amendment.

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 confirmed passengers and luggage.

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 reasonably necessary to fulfil the booking.

9.4 Vehicle preferences are not guaranteed unless they are expressly guaranteed by us 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 is responsible for controlling 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, to comply with the law, or for 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 any member of 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 late cancellation.

11.4 For airport or seaport pickups, unless otherwise agreed 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 booking may also be treated as a no-show if the wrong date, time, or location is provided, if the customer fails to attend the pickup, or if the customer cannot be contacted within a reasonable time after pickup.

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

11.7 Any missed flight or changed arrival time must be reported to us 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 of travel.

12.2 If you request route deviations, extra stops, or extra waiting time, these will be chargeable where they reasonably increase the cost of the booking.

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 You must ensure that all passenger and luggage details provided at the time of booking are 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 such an area is available.

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

14.5 If the driver assists with loading or unloading, this does not transfer responsibility for those items, and passengers remain responsible for their own luggage and belongings.

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

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

15.2 You may also be liable for reasonable costs including the cost 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 such costs and will provide reasonable evidence if you request it.

16. Lost property

16.1 If 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 You may be required to pay any recovery, storage, packaging, or return costs charged by the operator or by a courier.

17. Special items, child seats, and accessibility

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

17.2 Any requirement for child seats 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 begins.

17.4 Nothing in these Terms excludes liability for defective equipment where the law does not permit such 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 enough 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, any resulting timing risk will be your responsibility unless it is caused by our negligence in arranging the booking.

18.3 Travel times may be affected by traffic, weather, incidents, police activity, closures, and other events outside our reasonable control.

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 your legal rights.

20. Complaints

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

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

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

21. Refunds

21.1 Any refunds due under these Terms and Conditions 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, where 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 and Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

22.3 These Terms and Conditions are governed by the law of England and Wales, unless the law requires that another UK jurisdiction must apply in the case of a consumer contract.

22.4 In these Terms and Conditions, “writing” includes email.

Important summary

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

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

By making a booking, you confirm that you accept these Terms and Conditions.

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

23. Use of imagery

23.1 Stock images or AI-generated images may be used on this site and are for illustrative purposes only.