Minibus Hire Twickenham Terms and Conditions

1. About us and our role

1.1 Minibus Hire Twickenham 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 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 confirm that you accept these Terms and Conditions.

1.4 Nothing in these Terms and Conditions excludes or limits any statutory rights available to consumers.

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 we are unable to secure a suitable driver or operator before confirmation is issued, no contract will be formed and any money you have paid will be refunded in full.

2.4 It is your responsibility to check all details in the booking confirmation and to notify us promptly of any errors or omissions.

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 connection with 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-related or legally required operational decisions.

4. Prices and payment

4.1 The price of your booking is based on the journey details you provide, including the date and time, pickup and drop-off locations, number of passengers, luggage requirements, 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 number of passengers, if additional waiting time is required, if extra tolls, parking, ferry, or similar costs arise, if luggage or other requirements are materially different from those booked, or if extra stops or extra services are requested.

4.4 Unless otherwise agreed by us in writing, full payment is due before departure.

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

5. Deposits

5.1 We may require a deposit in order to confirm 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 forms part payment of the total booking price.

5.4 If we cancel a booking 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% of the total booking price where cancellation is made more than 14 days before travel; 50% where cancellation is made between 7 and 14 days before travel; 75% where cancellation is made between 48 hours and 7 days before travel; and 100% where cancellation is made less than 48 hours before travel.

6.2 If the amount you have already paid is less than the applicable cancellation charge, you must pay the remaining balance.

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

6.4 We may also pass on to you any reasonable and evidenced third-party cancellation costs arising from your cancellation, including costs for accommodation, meals, ferry tickets, or event tickets.

7. Changes requested by you

7.1 We will try to accommodate changes to a booking requested by you, but we do not guarantee that this 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 the change you request.

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 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 indirect or consequential loss arising from such cancellation or amendment unless that loss is caused by our negligence, fraud, or any liability that cannot be excluded by law.

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 carry different branding, 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 is responsible for controlling the safe operation of the vehicle throughout 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 brought to an end 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 at the agreed time.

11.2 Waiting time of 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 period, 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 event of a no-show, cash bookings that were secured by card may be charged in full, and pre-paid bookings are non-refundable.

11.7 If a flight is missed or an arrival time changes, you must inform 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 relevant time.

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

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 in the vehicle unless 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 such an area is available.

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

14.5 Any assistance given by the driver with loading or unloading does not transfer responsibility for the items concerned, and passengers remain responsible for their own 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 any member of your party through deliberate act, negligence, or failure to follow reasonable instructions.

15.2 You may also be liable for the 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 these costs and, if requested, will provide reasonable evidence of them.

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 cannot be 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 permitted, but any other animal requires 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.

17.4 Nothing in these Terms excludes liability for defective equipment where the law does not allow 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 sufficient time for flights, ferries, trains, events, and any other time-critical arrangements.

18.2 If you choose a pickup time that is later than the time 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 if 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 you may have.

20. Complaints

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

20.2 Any complaint should include the booking reference, the travel date and time, details of the issue being complained about, and any supporting photographs, messages, or other evidence.

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

21. Refunds

21.1 Any refund 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 applies to 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 provided are accurate.

By making a booking, you confirm that you have the authority to make the booking 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 Minibus Hire Twickenham acts as a booking agent unless we expressly state otherwise.