Coach Hire Terms & Conditions
1. About us
Keepings Coaches Ltd
Company number: 10623642
Registered office: Rheola House, Rheola Street, Penrhiwceiber, Mountain Ash, Wales, CF45 3TE
Email: enquiries@keepingscoaches.co.uk
Telephone: 01443 478409
2. Quotations and confirmation of bookings
Quotations are based on the information supplied to us at the time, including journey dates, times, pickup points, destinations, passenger numbers, luggage requirements and any requested vehicle facilities.
A quotation does not reserve a vehicle unless we expressly say otherwise. A booking is confirmed when Keepings Coaches accepts the booking and issues written confirmation.
If the customer later changes the journey, additional mileage, waiting time, parking, tolls, ferries, driver accommodation or other costs may result in an amended price. We will tell the customer about any material additional charge as soon as reasonably practicable.
3. Payment terms
Full payment must be received no later than 14 calendar days before the date of travel.
Where a booking is made within 14 days of travel, payment is due in full when the booking is confirmed, unless Keepings Coaches agrees otherwise in writing.
Any deposit or advance payment specifically stated in the quotation will be credited against the final balance. The booking confirmation or invoice will state the payment method and amount due.
If payment remains outstanding after the due date, we may contact the customer for payment and may ultimately treat the booking as cancelled by the customer. We will give reasonable notice before doing so where circumstances allow.
4. Changes requested by the customer
Please tell us as soon as possible if you need to change a date, time, pickup point, route, destination, passenger number or vehicle requirement. We will make reasonable efforts to accommodate changes, but they are subject to vehicle and driver availability.
A substantial change to the date or journey may require a revised quotation or, where the original booking can no longer reasonably be performed, cancellation of the original booking and creation of a new booking. We will discuss this with the customer before applying any cancellation charge.
5. Cancellation by the customer
Cancellations must be made in writing by email to enquiries@keepingscoaches.co.uk. The notice period is measured from the scheduled date of outward travel, or the first day of travel for a multi-day booking.
| Notice given before travel | Maximum cancellation charge | Normal refund if already paid in full |
|---|---|---|
| More than 28 days | 10% of the total booking price | 90% |
| 15–28 days | 25% of the total booking price | 75% |
| 8–14 days | 50% of the total booking price | 50% |
| 3–7 days | 75% of the total booking price | 25% |
| Less than 72 hours, on the day of travel, or no-show | Up to 100% of the total booking price | Up to 0% |
The percentages above are maximum cancellation charges rather than automatic penalties. Where consumer law applies, the amount retained or charged will not exceed our reasonable net loss arising directly from the cancellation, after taking account of costs we save and any reasonable opportunity to rebook the vehicle. If the percentage shown above would result in us recovering more than our reasonable loss, the charge will be reduced and any excess payment refunded.
If we are able to replace the cancelled work with another booking for substantially the same vehicle and period, we will take this into account. We will not seek to recover the same loss twice.
6. Cancellation by Keepings Coaches
If Keepings Coaches needs to cancel a confirmed booking and cannot provide the agreed transport service, the customer will receive a full refund of all money paid to Keepings Coaches for that booking.
Where practical, we may first offer a suitable replacement vehicle, alternative arrangement or alternative date. The customer is not required to accept an alternative. If the booking is cancelled by Keepings Coaches rather than fulfilled, the full refund described above will apply.
We will make every reasonable effort to avoid cancellation. Circumstances that could require us to cancel or alter a booking include serious vehicle failure, driver illness, severe weather, road or border restrictions, legal or regulatory restrictions, safety concerns or other events outside our reasonable control.
Nothing in these terms limits any additional statutory rights the customer may have.
7. Vehicle allocation and substitution
Unless a specific vehicle is expressly guaranteed in writing, vehicle photographs and model descriptions are indicative of the type and standard of coach intended. Operational requirements may occasionally require us to provide a different vehicle of suitable seating capacity and broadly appropriate specification.
If a material facility was specifically agreed as essential to the booking, such as PSVAR accessibility, we will take reasonable steps to ensure the replacement vehicle meets that requirement.
8. Journey times, delays and waiting
Journey times are estimates and can be affected by traffic, road closures, weather, border controls, passenger delays and other circumstances outside our control. Customers should allow appropriate contingency where arrival by a particular time is important.
Where the customer or passengers delay departure or significantly extend the agreed itinerary, additional waiting time, driver costs or other charges may apply where permitted by drivers' hours rules and vehicle availability.
9. Drivers' hours and legal operation
All journeys are subject to applicable drivers' hours, working-time, road traffic and passenger transport laws. No customer instruction can require a driver or Keepings Coaches to operate unlawfully or unsafely. Where a requested change would breach legal driving or rest limits, the journey may need to be changed, delayed or require an additional driver, with any resulting reasonable cost discussed with the customer.
10. Passenger numbers and seating
The number of passengers must not exceed the lawful seating capacity of the vehicle. Passengers must use seat belts where provided and comply with reasonable safety instructions from the driver.
Children remain the responsibility of the organising adult, school, parent, guardian or other responsible person except to the extent that Keepings Coaches has expressly agreed otherwise in writing.
11. Conduct on board
Passengers must behave in a way that does not endanger the driver, other passengers, road users, the vehicle or property. The driver may refuse carriage or require a passenger to leave the vehicle where reasonably necessary for safety, legality or to prevent serious disruption.
Smoking and vaping are not permitted on our vehicles. Alcohol may only be carried or consumed where permitted by law and agreed by Keepings Coaches. Illegal substances are strictly prohibited.
12. Damage and excessive cleaning
The customer may be responsible for reasonable repair, replacement or specialist cleaning costs resulting from deliberate damage, misuse or excessive soiling caused by members of their party, except where the customer is not legally responsible for that loss.
Any charge will reflect the reasonable cost actually incurred rather than being imposed as a penalty.
13. Luggage and personal belongings
Passengers should tell us in advance about unusually large, heavy or specialist luggage. Space is subject to the capacity and safe loading limits of the vehicle.
Passengers are responsible for their personal belongings. Any liability for lost or damaged luggage is subject to applicable law and the circumstances of the loss. Items left on a vehicle should be reported to us as soon as possible.
14. Accessibility and special requirements
Please tell us about accessibility requirements, wheelchair use, mobility equipment or other essential travel requirements when requesting a quotation or as early as possible before travel. This enables us to allocate an appropriate vehicle and plan the journey safely.
15. Breakdown and disruption during travel
If a vehicle breaks down or another operational problem occurs after a journey has started, we will take reasonable steps to minimise disruption and, where necessary and reasonably possible, arrange a replacement vehicle or alternative transport solution.
16. Customer information
The person or organisation making the booking is responsible for providing accurate journey information and for making these terms and any relevant travel instructions available to the group organiser where appropriate.
17. Liability
Nothing in these terms excludes or restricts liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence or for rights that cannot legally be excluded.
Subject to those rights, Keepings Coaches is not responsible for losses that could not reasonably have been foreseen when the booking was made, or for disruption caused solely by circumstances outside our reasonable control where we have taken reasonable steps to minimise the effect.
18. Complaints
If you are unhappy with any part of the service, please contact us as soon as reasonably possible so that we have an opportunity to investigate and resolve the matter. Complaints can be sent to enquiries@keepingscoaches.co.uk.
19. Data protection
Personal information is handled in accordance with our Privacy Policy. Where a booking includes accessibility or other passenger information, customers should only provide information that is necessary for us to deliver the transport service.
20. Law and jurisdiction
These terms are governed by the law of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory rights that apply to consumers.
21. Changes to these terms
The version of these terms supplied or made available when a booking is confirmed will apply to that booking unless a later change is expressly agreed between the parties.
Last updated: 6 September 2026.