Effective from: January 2026

These Terms & Conditions explain the terms that apply when you use the Hire Minibus Ltd website, submit an enquiry, request a quote, accept a quotation, make payment, confirm a booking, or travel under a booking arranged by Hire Minibus Ltd.

Please read these Terms carefully before making a booking.

1. Business details

In these Terms & Conditions, “Hire Minibus Ltd”, “we”, “us”, and “our” refer to Hire Minibus Ltd, company number 16409264, with registered office at 2nd Floor College House, 17 King Edwards Road, Ruislip, London, HA4 7AE, and trading/contact address at 42 Austin’s Place, Preston PR1 3YJ, UK.

Company name: Hire Minibus Ltd

Company number: 16409264

Registered office: 2nd Floor College House, 17 King Edwards Road, Ruislip, London, HA4 7AE

Trading/contact address: 42 Austin’s Place, Preston PR1 3YJ, UK

Booking, cancellation, and complaint email: sales@hireminibus.uk

Privacy contact email: privacy@hireminibus.uk

2. Our service and role

Hire Minibus Ltd is a UK-based minibus and coach hire booking service provider. We arrange UK-based passenger transport services for customers, including bookings that may be fulfilled directly or through suitable licensed transport operators where required.

Hire Minibus Ltd acts as a transport booking provider and may arrange, manage, allocate, or subcontract transport services through licensed operators where required.

We may arrange transport using third-party licensed operators, drivers, subcontractors, or transport partners. We do not directly operate every vehicle unless expressly confirmed in writing.

3. Scope of these Terms

These Terms apply to hireminibus.uk, enquiry forms, quote requests, CRM records, emails, phone calls, WhatsApp, SMS, and other communications, bookings, payments, cancellations, refunds, complaints, subcontracted operators, customer service, and all booking operations connected with Hire Minibus Ltd.

4. Acceptance of these Terms

You accept these Terms when you use the website, submit an enquiry, request a quote, accept a quotation, make payment, confirm a booking, or travel under a booking arranged by Hire Minibus Ltd.

A cookie or consent banner on the website may apply to cookies, privacy preferences, analytics, and advertising tracking. It does not by itself confirm acceptance of all booking Terms.

Website visitors can access these Terms and our Privacy Policy through the website footer.

5. No unauthorised promises or variations

No driver, operator, subcontractor, employee, agent, affiliate, or third party is authorised to change these Terms, waive cancellation charges, promise refunds, guarantee a specific vehicle, guarantee availability, or vary booking terms unless Hire Minibus Ltd confirms this in writing.

Only written confirmation issued or approved by Hire Minibus Ltd will be treated as a formal change to a quotation, booking, payment requirement, cancellation position, or refund position.

6. Form submissions and quote requests

Submitting a website enquiry, quote request, contact form, call-back request, or message does not create a booking, guarantee availability, or reserve a vehicle.

Hire Minibus Ltd must review the journey details, confirm availability and price, receive the required cleared payment, and issue written booking confirmation before a booking is confirmed.

Recommended form notice: By submitting this form, you agree that we may contact you about your enquiry. Submitting this form does not confirm a booking or reserve a vehicle. Please see our Privacy Policy and Terms & Conditions.

7. Minimum information required for quotes

Before a quote or booking is confirmed, customers should provide detailed booking information, including:

• name, phone number, and email address
• pickup location
• destination
• date and time
• passenger count
• luggage details
• return journey details, if applicable
• stops, if applicable
• flight details, if relevant
• event timing, if relevant
• accessibility or special requirements, if relevant

8. Customer responsibility for accurate information

The customer is responsible for providing accurate and complete information.

Hire Minibus Ltd will not be responsible for delays, missed travel, unsuitable vehicles, extra costs, refusal of service, or booking issues caused by incorrect, incomplete, misleading, or changed information provided by the customer.

If there are any inaccuracies in the details provided, the customer must inform Hire Minibus Ltd immediately. Failure to do so may result in delays, incorrect vehicle allocation, additional charges, refusal of service, or cancellation under these Terms.

9. Quote validity

Quotes are valid for 24 hours from the time they are issued, unless stated otherwise.

However, availability is not guaranteed until the booking is confirmed by both required payment and written confirmation from Hire Minibus Ltd.

Prices may be revised before confirmation if journey details, availability, vehicle type, passenger numbers, route, timings, waiting time, parking, tolls, airport charges, congestion charges, or other relevant costs change.

10. Booking confirmation

A booking is only confirmed when:

1. the required deposit, partial payment, or full payment has been received as cleared funds; and
2. Hire Minibus Ltd has sent written booking confirmation.

Payment alone does not confirm a booking unless Hire Minibus Ltd has also issued written booking confirmation.

11. Payment terms

Payment alone does not confirm a booking unless Hire Minibus Ltd has also issued written booking confirmation.

Hire Minibus Ltd may require full payment to confirm a booking.

In some cases, where requested by the customer and accepted by Hire Minibus Ltd, a partial payment arrangement may be offered. This is usually 40% upfront with the remaining balance due before travel.

Any partial payment option is discretionary, must be agreed in writing, and does not apply automatically.

Hire Minibus Ltd does not publicly advertise a standard 40% deposit option.

12. Balance payment deadline

Where Hire Minibus Ltd accepts a partial payment arrangement, the remaining balance must be paid no later than 14 days before the scheduled journey date, unless a different deadline is confirmed in writing.

If the balance is not paid by the agreed deadline, Hire Minibus Ltd may treat the booking as unpaid, suspended, or cancelled. Any amount already paid may be non-refundable depending on the cancellation terms.

13. Payment methods and payment links

Hire Minibus Ltd accepts payment by card payment or bank transfer only.

Customers cannot make a direct booking or enter card details directly through our website without first receiving a quotation from Hire Minibus Ltd.

Where a customer accepts a quotation, we may send a secure payment link or provide bank transfer details. Card payments are processed through secure third-party payment processors. Bank transfer payments are made using the bank details provided by Hire Minibus Ltd.

A booking is not confirmed until the required cleared payment has been received and Hire Minibus Ltd has issued written confirmation.

Customers must not send card details by email, SMS, WhatsApp, phone call, or any other unsecured method. Customers should only make card payments through the secure payment link or secure payment process provided by Hire Minibus Ltd.

14. Payment processors

Card payments are processed through secure third-party payment processors. The active provider may change from time to time.

The payment processor may collect and process payment information according to its own privacy and security terms.

15. Failed, delayed, reversed, or disputed payments

If payment fails, is delayed, reversed, charged back, or disputed, Hire Minibus Ltd may treat the booking as unpaid, unconfirmed, suspended, or cancelled.

The customer remains liable for any unpaid amount, chargeback fees, admin costs, operator costs, recovery costs, or losses caused by the failed or disputed payment.

16. Duplicate or erroneous payments

If a customer makes a duplicate, incorrect, or erroneous payment, the customer should contact Hire Minibus Ltd as soon as possible.

Where a refund is approved for a duplicate or erroneous payment, Hire Minibus Ltd may deduct reasonable payment processor fees, bank charges, administrative costs, or other costs actually incurred where lawful and appropriate.

Hire Minibus Ltd will not apply a fixed percentage deduction unless this has been clearly confirmed in writing or is otherwise permitted by law.

17. No credit accounts

Unless Hire Minibus Ltd expressly confirms otherwise in writing, all bookings must be paid in full before the scheduled journey.

Hire Minibus Ltd does not provide credit accounts, post-journey payment, or travel-now-pay-later arrangements.

18. Invoices and receipts

Hire Minibus Ltd may issue invoices, receipts, or payment confirmations electronically.

Any invoice, receipt, or payment acknowledgement does not by itself confirm the booking unless the required cleared payment has been received and Hire Minibus Ltd has issued written booking confirmation.

Business, school, corporate, organisation, or event customers are responsible for ensuring their internal payment approvals are completed before the payment deadline.

19. Prices, VAT, and taxes

Quoted prices are based on the booking details provided by the customer and include only the charges expressly confirmed in writing.

VAT, taxes, or other charges will only apply where legally required or clearly stated in the written quotation or booking confirmation.

20. Charges included in the quote

Unless Hire Minibus Ltd states otherwise in the written booking confirmation, the quoted price includes the normal journey costs for the agreed pickup point, destination, date, time, route, passenger count, luggage, and journey details provided by the customer.

Any costs caused by changes to the agreed journey details, customer delays, additional stops, additional mileage, incorrect information, or new requirements may still be charged separately.

21. Third-party and additional supplier charges

If a booking includes any additional third-party costs or services arranged or paid for in connection with the journey, such as ferry charges, parking, permits, accommodation, event-related costs, special vehicle arrangements, trailer arrangements, or other supplier charges, any non-refundable supplier costs or cancellation charges may be passed on to the customer in addition to the standard cancellation charges.

Unless expressly included in the written booking confirmation, additional third-party or variable charges may be payable separately where they arise because of the customer, passengers, journey details, route, location, waiting time, or changes to the agreed booking.

22. Cancellation by the customer

Cancellation requests must be made by email only to sales@hireminibus.uk.

The cancellation date and time will be based on when Hire Minibus Ltd receives the cancellation email.

Phone calls, text messages, WhatsApp messages, or verbal requests will not be treated as valid cancellation requests unless Hire Minibus Ltd confirms otherwise in writing.

23. Cancellation charges

Where a customer cancels a confirmed booking, Hire Minibus Ltd may apply cancellation charges based on the notice given, the amount already paid, vehicle/operator allocation, administration work, third-party costs, and the likelihood of re-allocating the vehicle.

The standard cancellation deductions are:

These deductions are intended to reflect likely losses, operator allocation, administration time, vehicle reservation, route planning, and reduced rebooking opportunity.

Nothing in these Terms affects any statutory rights that cannot legally be excluded.

24. Illness, pandemic, personal disruption, and travel insurance

Cancellations caused by illness, missed flights, event cancellation, travel disruption, changes in personal plans, pandemic-related issues, or circumstances affecting the customer or passengers will be handled under the normal cancellation policy, unless Hire Minibus Ltd agrees otherwise in writing or the law requires otherwise.

Customers are responsible for ensuring they are fit to travel and should consider suitable travel, event, or cancellation insurance where appropriate.

Hire Minibus Ltd will not be responsible for fines, penalties, denied entry, cancelled events, missed flights, changed travel rules, or other costs caused by the customer, passengers, third parties, or circumstances outside Hire Minibus Ltd’s reasonable control.

25. Cooling-off and statutory rights

Customer cancellations are handled under Hire Minibus Ltd’s cancellation policy, unless the law requires otherwise.

Nothing in these Terms affects any statutory rights that cannot legally be excluded.

26. No refund after boarding or journey start

Once passengers have boarded the vehicle or the journey has started, the booking will be treated as being in progress.

No refund will be due for unused journey time, early termination, passenger change of mind, passenger illness, event cancellation, passenger no-show, passenger behaviour, or any issue caused by the customer or passengers, unless Hire Minibus Ltd agrees otherwise in writing or the law requires otherwise.

27. Refund processing

If a refund is approved, Hire Minibus Ltd may take up to 14 working days after the investigation or refund review is complete to process it.

Refund review may include checking the booking, cancellation band, operator costs, payment status, complaint details, chargeback status, or any relevant dispute.

28. Refund method

Approved refunds will normally be made to the original payment method.

Where this is not possible, Hire Minibus Ltd may use another reasonable method, such as bank transfer, after verifying the customer’s details.

Hire Minibus Ltd will not be responsible for delays caused by banks, card processors, incorrect details, chargebacks, or payment-provider processing times.

29. Chargebacks and payment disputes

Customers must contact Hire Minibus Ltd first and allow reasonable time for review before raising a chargeback or payment dispute.

If a customer raises a chargeback, Hire Minibus Ltd may provide booking records, payment records, written communications, CRM logs, cancellation records, journey details, and operator evidence to the payment provider or bank.

If the chargeback is incorrect, abusive, or rejected, the customer remains liable for the booking value, chargeback fees, admin costs, recovery costs, and any related losses.

30. Booking amendments

Minor changes may be considered at Hire Minibus Ltd’s discretion.

Major changes, including date, time, pickup/drop-off location, route, passenger count, vehicle capacity, return journey, or journey type, may be treated as a new booking or cancellation of the original booking.

Any amendment is subject to availability, revised price, vehicle/operator suitability, legal driving limits, and written confirmation.

If the amendment cannot be accepted, the original booking terms and cancellation policy may still apply.

31. Journey changes after booking confirmation

Any requested change after booking confirmation is subject to availability, vehicle/operator suitability, route feasibility, legal driver-hour limits, and written approval by Hire Minibus Ltd.

Additional charges may apply.

Hire Minibus Ltd is not responsible if a change cannot be accepted.

32. On-the-day route changes

Drivers and operators are not required to accept unplanned stops, route changes, waiting time, detours, or journey extensions.

Any changes are subject to driver availability, vehicle/operator approval, legal driving-hour limits, safety, route feasibility, and extra charges.

Hire Minibus Ltd may refuse any change that was not agreed before the journey.

33. Multiple pickup or drop-off points

Multiple pickup points, drop-off points, stops, waiting time, or route variations must be disclosed before booking confirmation.

They may affect price, journey time, vehicle/operator suitability, driver-hour limits, and availability.

Any undisclosed or on-the-day stops are not guaranteed and may be refused or charged separately.

34. Route planning

Hire Minibus Ltd or the operator may plan the journey route unless the customer requests a specific route and that route is accepted in writing.

If the customer requests, changes, or causes any route variation that increases mileage, journey time, waiting time, tolls, parking, restrictions, or operator costs, the customer may be responsible for the additional costs.

35. UK-based journeys

Hire Minibus Ltd arranges UK-based passenger transport services.

Customers may make enquiries or bookings from outside the UK, but the transport service itself is provided for journeys within the United Kingdom unless Hire Minibus Ltd expressly confirms otherwise in writing.

36. Chauffeured transport only

Hire Minibus Ltd provides or arranges passenger transport with drivers only, unless expressly confirmed otherwise in writing.

The company does not normally provide self-drive vehicle hire, vehicle rental without a driver, or bare vehicle hire.

Our vehicles may not be sub-let, lent, hired out, licensed, or used by the customer for any other purpose without written consent from Hire Minibus Ltd.

37. Vehicle capacity and vehicle type

Bookings are made based on the agreed passenger seating capacity and journey requirements.

Hire Minibus Ltd does not guarantee any specific vehicle make, model, brand, colour, layout, age, or appearance unless this is expressly confirmed in writing.

Vehicle images, descriptions, or examples, where used, are for general guidance only and do not guarantee the exact vehicle.

38. Replacement vehicles and multiple vehicles

Where a replacement vehicle is provided, Hire Minibus Ltd is not required to provide the exact vehicle make, model, colour, age, layout, branding, or category originally expected.

The replacement vehicle only needs to be reasonably suitable to safely carry the booked passenger number and agreed luggage, subject to legal and safety requirements.

Hire Minibus Ltd may provide one or more suitable vehicles to complete the journey where reasonably necessary. A single vehicle is not guaranteed unless expressly confirmed in writing.

Where required due to availability, vehicle suitability, breakdown, operational issues, or safety/legal requirements, the journey may be completed using multiple vehicles, replacement vehicles, taxis, or another suitable transport arrangement.

39. Vehicle waiting between outbound and return journeys

Unless expressly agreed in writing, the vehicle and driver are not required to remain with the customer or group during waiting periods, events, or time between outbound and return journeys.

Hire Minibus Ltd or the operator may use a different vehicle or driver for the return journey.

If the customer requires the vehicle to remain with the group, this must be agreed in advance and may involve additional charges.

40. Trailers and additional luggage arrangements

Trailers, additional luggage space, or special luggage arrangements are not included unless expressly agreed in writing.

If a trailer or additional luggage arrangement is required, it must be requested before booking confirmation and may involve extra charges.

Trailer availability is not guaranteed unless confirmed in writing. If trailer or special luggage arrangements become unavailable due to operational issues, Hire Minibus Ltd will take reasonable steps to inform the customer where possible, but will not be liable for indirect losses or costs outside its reasonable control.

41. Passenger count

The customer is responsible for providing accurate passenger numbers.

The vehicle will be arranged based on the agreed passenger count.

No passenger may travel without a legal seat.

If extra passengers arrive, the driver/operator may refuse them, or Hire Minibus Ltd may try to arrange additional transport at extra cost, subject to availability.

Hire Minibus Ltd will not be liable for delays, missed travel, or extra costs caused by incorrect passenger numbers.

42. Luggage

The customer must provide accurate luggage details before booking.

The vehicle is arranged based on the agreed passenger count and luggage requirements.

Excess, oversized, unsafe, illegal, or undeclared luggage may be refused.

Heavy luggage, where accepted, must be stored safely and must not block aisles, doors, emergency exits, or safety equipment.

Hire Minibus Ltd is not liable for delays, missed travel, additional costs, or refusal of carriage caused by incorrect or undeclared luggage information.

43. Waiting time and customer delays

Customers must be ready at the agreed pickup time.

Hire Minibus Ltd may allow a reasonable grace period, but waiting time is not guaranteed and may be charged.

If passengers are significantly late or fail to attend, the driver/operator may leave, the booking may be treated as a no-show, and no refund may be due.

44. No-show policy

Passengers must be ready at the agreed pickup time and location.

If passengers do not attend, cannot be contacted, provide the wrong pickup details, or are not ready within any reasonable waiting period allowed by the driver/operator, the booking may be treated as a no-show.

The driver/operator may leave, and no refund will be due.

45. Return journeys

Passengers must be ready at the agreed return pickup time and location.

If passengers are late, unreachable, at a different location, or not ready within any reasonable waiting period allowed by the driver/operator, waiting charges may apply, the driver/operator may leave, and the return journey may be treated as a no-show with no refund due.

46. Airport pickups and flight issues

For airport pickups, the customer must provide accurate flight number, airport, terminal, landing time, pickup time, passenger count, and luggage details.

Hire Minibus Ltd may monitor flights where possible, but this is not guaranteed.

The customer remains responsible for notifying Hire Minibus Ltd of delays, terminal changes, baggage delays, immigration delays, missed flights, or pickup changes.

If a flight is missed, delayed, changed, or cancelled, the customer must inform Hire Minibus Ltd immediately so that the driver/operator can be updated where possible.

Failure to notify Hire Minibus Ltd may result in the booking being treated as a no-show and no refund being due.

Additional waiting time, parking, airport charges, rescheduling costs, or replacement booking costs may apply.

47. Customer-provided timings

Customers are responsible for providing realistic pickup, return, flight, train, event, appointment, and journey timings.

Hire Minibus Ltd may advise on timings where possible, but customers remain responsible for allowing enough time for traffic, loading, luggage, stops, check-in, boarding, event entry, security, and delays.

Hire Minibus Ltd will not be liable for missed flights, trains, events, appointments, or connections caused by unrealistic or customer-selected timings.

48. Pickup/drop-off access and safe stopping

Customers must provide pickup and drop-off locations that are accurate, legal, safe, accessible, and suitable for the vehicle size booked.

If a location is restricted, unsafe, inaccessible, blocked, unsuitable, or not legally available for stopping, the driver/operator may use a nearby safe and lawful alternative.

Hire Minibus Ltd will not be liable for delays, missed travel, walking distance, extra costs, or refusal of service caused by unsuitable location details.

49. Traffic, weather, road conditions, and external delays

Journey times are estimates only.

Hire Minibus Ltd will take reasonable steps to arrange the journey as agreed, but is not liable for delays or missed connections caused by traffic, roadworks, accidents, weather, road closures, public events, strikes, police activity, vehicle restrictions, third-party operators, or circumstances outside its reasonable control.

Customers must allow enough travel time for flights, trains, events, weddings, appointments, and other time-sensitive journeys.

50. Driver hours, breaks, and legal limits

All journeys are subject to legal driver-hour limits, safety requirements, route feasibility, rest breaks, and operator compliance rules.

Hire Minibus Ltd may adjust timings, routes, stops, vehicle/operator allocation, or pricing where required for legal or safety reasons.

Customers must not ask drivers to breach legal driving limits, safety rules, or operator instructions.

51. Passenger behaviour and driver authority

Passengers must behave safely, respectfully, and lawfully.

The driver/operator may refuse carriage, stop the vehicle, remove passengers where safe and lawful, or terminate the journey if passengers are abusive, threatening, intoxicated, disorderly, unsafe, damaging property, carrying illegal items, or breaching legal/safety requirements.

No refund will be due where the journey is refused or terminated because of passenger behaviour.

The driver/operator has full authority over the vehicle and may take any reasonable action needed to protect passenger safety, vehicle safety, legal compliance, or operational safety.

52. Seat belts and passenger safety

Passengers must wear seat belts where provided and follow all legal, driver, operator, and safety instructions.

The customer is responsible for ensuring passengers in their group follow these rules.

The driver/operator may refuse to move, stop the vehicle, refuse carriage, or terminate the journey if passengers act unsafely or fail to follow safety requirements.

53. Boarding and alighting safety

Passengers must take reasonable care when boarding, leaving, or moving around the vehicle.

Customers are responsible for ensuring passengers follow driver/operator instructions when boarding or alighting.

Hire Minibus Ltd will not be liable for injuries caused by passenger carelessness, unsafe behaviour, unsuitable footwear, intoxication, failure to follow instructions, or circumstances outside its reasonable control.

54. Vehicle damage, cleaning, and misuse

The customer is responsible for the behaviour of all passengers in their group.

Hire Minibus Ltd may charge the customer for cleaning, repair, damage, lost time, vehicle downtime, operator charges, or third-party costs caused by passengers.

The driver/operator may refuse, suspend, or terminate the journey where the vehicle is damaged, misused, made unsafe, or passengers breach safety rules.

No refund will be due where the issue is caused by passenger behaviour.

55. Smoking, vaping, alcohol, food, and prohibited items

Smoking, vaping, illegal drugs, weapons, and unlawful items are prohibited.

Food, drink, and alcohol are not allowed unless expressly agreed in writing or permitted by the driver/operator.

Fast food or strong-smelling food may be refused by the driver/operator where it is unsuitable for the vehicle or journey.

The driver/operator may refuse carriage, stop the journey, or apply cleaning/damage charges if passengers breach these rules.

56. Posters, notices, decorations, and vehicle branding

No bills, posters, notices, banners, decorations, stickers, signs, or promotional materials may be displayed on or inside any vehicle without prior written approval from Hire Minibus Ltd or the operator.

The driver/operator may refuse or remove anything that is unsafe, damaging, distracting, unlawful, unsuitable, or not approved.

57. Children and passengers under 18

Customers must be at least 18 years old and have authority to make the booking.

If transport is required for passengers under 18, the booking must be made by a parent, guardian, school, organisation, or responsible adult with authority to accept these Terms and manage the passengers.

The customer is responsible for ensuring that all children and passengers under 18 are supervised by a responsible adult, unless Hire Minibus Ltd agrees otherwise in writing.

Hire Minibus Ltd does not provide child seats unless expressly confirmed.

The customer must provide and fit any required child seats or restraints.

If child seats are provided by Hire Minibus Ltd or an operator, their use remains the responsibility of the adult passenger accompanying the child. The adult must ensure the child seat is suitable, properly fitted, and safely used.

Hire Minibus Ltd may refuse travel if child safety requirements are not met.

58. School, college, youth, care, club, corporate, and group bookings

For school, college, youth, care, club, corporate, or group bookings, the customer or organisation is responsible for supervision, safeguarding, permissions, passenger lists, emergency contacts, behaviour, accessibility needs, risk assessments, and ensuring suitable responsible adults are present where required.

Hire Minibus Ltd arranges transport only and does not provide supervision, chaperoning, safeguarding staff, or passenger management unless expressly agreed in writing.

59. DBS, safeguarding, and special compliance requests

Hire Minibus Ltd arranges transport only and does not provide supervision, chaperoning, safeguarding staff, or passenger management.

Any DBS, safeguarding, licence, insurance, risk assessment, driver documentation, school compliance, or vulnerable passenger requirement must be requested before booking and must be confirmed in writing.

Such requirements are subject to operator availability and may affect price, timing, or acceptance of the booking.

60. Accessibility and special assistance

The customer must tell Hire Minibus Ltd about any accessibility, mobility, wheelchair, medical, assistance, seating, or special passenger requirements before booking.

Such requirements are subject to vehicle/operator availability and must be confirmed in writing.

Hire Minibus Ltd does not provide medical care, lifting, personal care, supervision, or specialist passenger assistance unless expressly agreed in writing.

61. Passenger illness, emergencies, and fitness to travel

Passengers are responsible for ensuring they are fit to travel.

The customer must tell Hire Minibus Ltd about any relevant medical, mobility, accessibility, or assistance needs before booking.

The driver/operator may refuse carriage, stop the journey, seek emergency assistance, or contact emergency services if a passenger appears seriously unwell, unsafe, or unable to travel safely.

Relevant passenger or journey information may be shared where necessary for safety, emergency response, legal compliance, or incident handling.

62. Pets, assistance dogs, and animals

Animals are not allowed unless agreed in writing before the journey, except where Hire Minibus Ltd or the operator is legally required to carry an assistance dog.

The customer must disclose any animal before booking, ensure the animal is safe, controlled, clean, and suitable for travel, and may be responsible for cleaning, damage, delay, or refusal costs caused by the animal.

63. Music, entertainment, decorations, and special onboard requests

Music, entertainment, decorations, banners, balloons, party arrangements, specific seating layouts, onboard facilities, or other special requests are not included unless expressly confirmed in writing by Hire Minibus Ltd.

Any such requests are subject to vehicle/operator permission, safety, legality, vehicle suitability, and may involve extra charges.

The driver/operator may refuse anything unsafe, damaging, distracting, illegal, or unsuitable.

64. Onboard facilities

Onboard facilities such as air conditioning, Wi-Fi, charging ports, toilets, TV screens, reclining seats, tables, wheelchair access, luggage compartments, or similar features are not guaranteed unless expressly confirmed in writing.

Facilities may vary depending on vehicle/operator allocation and availability.

If a facility is unavailable, no refund or compensation will be due unless that facility was expressly confirmed as a material part of the booking.

65. Booking for another person or group

Where a customer books on behalf of another person, group, company, school, organisation, event, or third party, the customer confirms they have authority to make the booking, provide passenger/contact details, accept these Terms, and communicate journey requirements.

The customer is responsible for ensuring passengers follow these Terms.

66. Business, organisation, and third-party bookings

These Terms apply to all customers.

Where the customer books on behalf of a business, school, organisation, group, event, club, agency, or third party, that customer is responsible for the full booking value, passenger conduct, information accuracy, internal approvals, supervision, payment, cancellation charges, and communication with passengers.

67. Customer contact details and communication responsibility

The customer must provide accurate email, phone number, pickup contact, and any required passenger contact details.

The customer must remain contactable before and during the journey.

Hire Minibus Ltd is not responsible for missed journeys, delays, failed pickups, booking issues, or extra costs caused by incorrect contact details, unanswered calls, unread emails, spam/junk filtering, or failure to respond.

68. Booking reference and verification

Customers should keep their booking reference and provide it when contacting Hire Minibus Ltd.

For privacy, fraud prevention, and booking security, Hire Minibus Ltd may ask for verification before discussing, changing, cancelling, refunding, or disclosing booking details.

Hire Minibus Ltd may refuse requests from anyone who cannot show they are the booking customer or an authorised contact.

69. Driver and operator contact details

Hire Minibus Ltd may share driver/operator contact details where reasonably necessary for journey coordination, but this is not guaranteed.

Driver/operator allocation or contact details may change before the journey.

Customers must use any shared contact details only for the relevant booking and must not misuse, publish, or share them unnecessarily.

70. Subcontracting and third-party licensed operators

Hire Minibus Ltd may arrange, allocate, manage, or subcontract transport services through licensed third-party operators.

By booking, the customer accepts that the journey may be fulfilled by another licensed operator, and operator allocation may change where reasonably necessary due to availability, vehicle suitability, breakdown, driver availability, legal requirements, or operational reasons.

71. Operator licensing and insurance

Hire Minibus Ltd will take reasonable steps to arrange transport through suitable licensed operators.

Where a third-party operator fulfils the journey, that operator is responsible for its own licences, drivers, vehicle roadworthiness, insurance, legal compliance, and safe operation of the vehicle.

Hire Minibus Ltd remains responsible for the booking management services it provides, but does not directly operate every vehicle unless expressly confirmed in writing.

72. If Hire Minibus Ltd needs to cancel or change a booking

If Hire Minibus Ltd cannot fulfil the exact booking due to vehicle unavailability, operator issue, breakdown, driver issue, traffic disruption, road closure, accident, emergency, weather, force majeure, or other circumstances outside its reasonable control, Hire Minibus Ltd may try to arrange a suitable replacement vehicle, driver, or licensed operator.

If a suitable alternative cannot be arranged, Hire Minibus Ltd may refund the affected part of the service.

Hire Minibus Ltd will not be responsible for indirect losses such as missed flights, missed events, hotel costs, alternative travel costs, loss of enjoyment, or other costs outside its reasonable control.

73. Force majeure and events outside control

Hire Minibus Ltd will not be liable for delay, cancellation, non-performance, or changes caused by events outside its reasonable control, including weather, traffic, accidents, road closures, strikes, breakdowns, driver illness, public events, police activity, vehicle restrictions, fuel shortages, war, terrorism, pandemics, government restrictions, system outages, payment processor issues, or third-party operator issues.

Where reasonably possible, Hire Minibus Ltd may try to arrange an alternative vehicle, driver, route, time, or operator, but this is not guaranteed.

74. Lost property and personal belongings

Passengers are responsible for their own belongings at all times.

Hire Minibus Ltd and/or the operator may try to help locate lost property, but do not guarantee recovery and are not liable for lost, stolen, damaged, or forgotten items unless caused by proven negligence.

Any return, storage, courier, or collection costs may be charged to the customer.

Although a driver may assist with loading or unloading luggage where safe and practical, passengers remain responsible for ensuring their belongings are handled, loaded, unloaded, and collected safely.

75. Complaints

Complaints must be submitted by email to sales@hireminibus.uk.

Complaints must be submitted within 7 days after the journey.

The customer must include the booking reference, journey date, passenger/contact details, issue details, photos/videos/receipts where relevant, and allow Hire Minibus Ltd reasonable time to investigate with any third-party operator before a decision is made.

76. Fraudulent, abusive, or suspicious enquiries

Hire Minibus Ltd may refuse, suspend, cancel, block, or report enquiries, bookings, communications, or website activity that appears fake, abusive, threatening, fraudulent, unlawful, unsafe, spam-related, or intended to misuse the website, CRM, quote process, payment system, staff, drivers, or operators.

Relevant records may be retained and shared where necessary for security, fraud prevention, legal compliance, dispute handling, debt recovery, or protection of staff, drivers, operators, and customers.

77. Errors in quotes, pricing, or booking details

Hire Minibus Ltd may correct obvious mistakes, system errors, typing errors, pricing errors, availability errors, route errors, or booking-detail errors.

If the correction materially changes the confirmed booking, the customer may accept the corrected terms or cancel the affected booking for a refund of amounts paid, unless the issue was caused by incorrect information provided by the customer.

78. Website information and availability

Hire Minibus Ltd takes reasonable care to keep website information accurate, but website content, service descriptions, availability, prices, locations, and booking information may change or contain errors.

Hire Minibus Ltd does not guarantee that the website, forms, quote requests, tracking, or online systems will always be available, uninterrupted, secure, or error-free.

79. Website intellectual property

All website content, branding, logos, text, forms, graphics, designs, layout, website materials, and booking systems belong to Hire Minibus Ltd or its licensors.

Visitors may use the website only for legitimate enquiry, quotation, booking, or information purposes.

Website content must not be copied, scraped, reproduced, republished, misused, reverse-engineered, or used for competing/commercial purposes without written permission.

80. Third-party links

The website may contain links to third-party websites, payment processors, maps, analytics tools, advertising platforms, review platforms, social media pages, or external service providers.

Hire Minibus Ltd is not responsible for the content, availability, security, terms, privacy policies, or practices of third-party websites or services.

Customers should review the relevant third-party terms and privacy policies before using them.

81. Limitation of liability

Hire Minibus Ltd’s liability is limited to the amount paid for the affected booking, except where the law does not allow liability to be limited or excluded.

Hire Minibus Ltd is not liable for indirect, consequential, or unforeseeable losses, including missed flights, missed events, hotel costs, alternative travel costs, loss of enjoyment, lost profit, lost opportunity, or costs caused by customer error, incorrect information, delays, third parties, or circumstances outside its reasonable control.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or anything else that cannot legally be excluded or limited.

82. Governing law and jurisdiction

These Terms are governed by the laws of England and Wales.

The courts of England and Wales shall have jurisdiction over any dispute arising from or relating to these Terms, the website, quotations, bookings, or transport arrangements, including where the customer is based outside the United Kingdom.

Nothing in these Terms affects any rights that cannot legally be excluded or restricted.

83. Updates to these Terms

Hire Minibus Ltd may update these Terms from time to time.

The latest version published on the website applies to website use, enquiries, and new bookings from the date shown.

For confirmed bookings, the Terms in place at the time of booking will usually apply unless a change is legally required, agreed in writing, or does not materially affect the customer’s booking.