Minibus Hire London Terms and Conditions

1. About us and our role

1.1 Minibus Hire London 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 on behalf of the relevant driver or operator and may pass that payment on to them 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 constitute a booking.

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

2.3 If, before confirmation, we are unable to secure a suitable driver or operator for your requested booking, no contract will be formed and any money you have paid will be refunded in full.

2.4 You must check all details in the booking confirmation 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 your booking.

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

3.3 The assigned 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 the booking is based on the journey details you provide to us, including the date and time of travel, the pickup and drop-off locations, the number of passengers, the amount of luggage, and any waiting time, trailer requirements, ferry costs, parking, tolls, or 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 Additional charges may apply if there are changes to the itinerary, time, route, or passenger numbers, if extra waiting time is required, if there are additional tolls, parking, ferry, or similar costs, if luggage or other requirements differ materially from what was originally stated, 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 stated by us.

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

6.2 If the amount you have paid at the time of cancellation is less than the applicable cancellation charge, you must pay the remaining balance of that charge.

6.3 If the amount you have paid at the time of cancellation 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 that arise because of 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 requested by you, but we do not guarantee that changes can be made.

7.2 If you request an amendment or rearrangement, the following charges may apply: 15% of the booking price where the request is made more than 14 days before travel; 30% where the request is made between 7 and 14 days before travel; 40% where the request is made between 48 hours and 7 days before travel; and, where the request is made less than 48 hours before travel, the booking may be treated as cancelled and rebooked.

7.3 You must also pay any reasonable additional 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 supplied by you, or events outside our reasonable control.

8.2 In such circumstances, we will try to offer you 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 any liability that cannot legally 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 for your booking where reasonably necessary, provided that the substitute vehicle is suitable for the confirmed number of passengers and the confirmed luggage requirements.

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 Any preference for a particular vehicle is not guaranteed unless we have expressly guaranteed it in writing.

9.5 No trailer is guaranteed unless it has been separately booked and confirmed by us 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 other passengers. This includes circumstances involving abusive, threatening, or unsafe behaviour, intoxication, prohibited smoking or vaping, illegal substances, dangerous, unsuitable, or prohibited items, likely damage to the vehicle, or refusal to follow reasonable safety instructions.

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

11. Waiting time, delays, and no-show

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

11.2 Waiting time of more than 15 minutes may result in an additional 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 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 the pickup time.

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

11.7 If a flight is missed or an arrival time changes, you must notify us promptly. We will try to rearrange the booking, but additional charges may apply.

12. Route, itinerary, and extra mileage

12.1 The route for the journey 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, additional 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 in the vehicle 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 seat belts 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 to us are accurate.

14.2 The driver may refuse to carry luggage or other 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 If the driver assists with loading or unloading, this does not transfer responsibility for those items, 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 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 assist you in contacting 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 permitted, 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 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 later pickup time than the time we recommended or quoted, any resulting timing risk will be your responsibility unless it results from 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 any 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 we issue does not reduce any legal rights you may have.

20. Complaints

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

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 driver or operator regarding 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 this is reasonably possible.

21.2 Any duplicate payment 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 remainder of the Terms and Conditions 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, references to “writing” include 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 London acts as a booking agent unless we expressly state otherwise.