Terms & Conditions

General Terms

1. These Terms & Conditions apply to all reservations made with Alliance Coach Hire. Once a verbal or written confirmation has been received, together with any required deposit from the customer, the reservation becomes final and legally binding. At that point, the deposit is non-refundable, subject to the cancellation provisions stated below.

2. In these Terms & Conditions, “Alliance Coach Hire”, “we”, “us” or “our” refers to Alliance Coach Hire, including its agents, employees, contractors, suppliers, and authorised operators where applicable.

3. Customers or passengers who suffer loss, inconvenience, delay, or disruption as a result of accidents, traffic congestion, road closures, or other circumstances affecting road traffic shall not hold Alliance Coach Hire responsible where such circumstances are outside our reasonable control. Passengers must remain seated and follow the driver’s safety instructions while the vehicle is moving.

4. No person is authorised to make any express or implied warranties, guarantees, representations, or commitments on behalf of Alliance Coach Hire unless specifically authorised by the company in writing.

Alliance Coach Hire’s Rights

Alliance Coach Hire reserves the right:

Complaints

If you are dissatisfied with any aspect of our service, you should contact us immediately or within 7 days of the booking or journey. Complaints submitted after this period may not be accepted.

Cancellation, Suspension or Alteration

To cancel, suspend, alter, or withdraw any travel, transport, accommodation, or other service booked where we are unable to fulfil the journey for any reason.

Where Alliance Coach Hire cancels a booking because we are unable to provide the agreed service, we will notify you as soon as reasonably possible and, where applicable, refund payments relating to the cancelled service.

Reasons for cancellation or alteration may include, but are not limited to:

• Vehicle breakdown

• Driver availability

• Severe weather

• Road closures

• Traffic disruption

• Government restrictions

• Safety concerns

• Other unforeseen circumstances

We will make reasonable efforts to arrange alternative transportation where possible. However, Alliance Coach Hire shall not be responsible for additional costs incurred in arranging last-minute alternative transportation unless expressly agreed in writing.

Refusal of Service

Alliance Coach Hire reserves the right to refuse to carry or accommodate any person where reasonably necessary for safety, security, legal, operational, or behavioural reasons.

Pricing

1. Prices are based on the rates applicable at the time the service is booked or used and may be subject to change where applicable due to changes in fuel prices, currency exchange rates, tolls, fares, government charges, or other operating costs.

2. Any additional services, route changes, waiting time, additional mileage, parking charges, tolls, ferry charges, or other costs requested by the hirer may result in additional charges.

Damage to Vehicles

1. The hirer is responsible for any damage caused to the vehicle, its fittings, fixtures, equipment, or interior by any member of the booking party, whether caused intentionally, negligently, or through inappropriate behaviour.

2. The hirer may be required to reimburse Alliance Coach Hire, the vehicle owner, contractor, or operator for:

• Repair costs

• Cleaning costs

• Loss of use or vehicle downtime

• Recovery costs

• Diversion costs

• Administrative expenses

• Any other direct costs resulting from the damage

3. Where appropriate, photographic or other evidence may be used to establish responsibility for damage.

4. Alliance Coach Hire reserves the right to recover any costs resulting from passenger damage and, where appropriate, to pursue legal action.

Routes and Additional Mileage

Unless the hirer makes a specific request, Alliance Coach Hire will determine the most appropriate route for the journey.

If the hirer requests a route deviation, additional stop, change of destination, or any other alteration that increases the mileage or journey time, additional charges may apply.

Any additional charges must be paid by the hirer.

Vehicle Availability

1. All bookings are subject to vehicle availability for the requested date, time, passenger numbers, and journey requirements.

2. Receiving a quotation does not guarantee vehicle availability until the booking has been formally confirmed.

3. If Alliance Coach Hire is unable to fulfil a confirmed booking due to circumstances beyond its reasonable control, we reserve the right to cancel the booking and issue any applicable refund in accordance with these Terms & Conditions.

4. Where necessary, Alliance Coach Hire may provide a vehicle of a different size, specification, or brand to accommodate the booked passengers.

Deposits and Booking Confirmation

1. Unless otherwise agreed in writing, a minimum 40% non-refundable deposit of the total hire price is required to confirm a booking.

2. The deposit will only be refundable where Alliance Coach Hire is unable to fulfil the journey and no suitable alternative arrangement can be provided.

3. Once a booking confirmation and deposit have been received, the booking becomes legally binding and is subject to the cancellation charges below.

Cancellation Policy

The following cancellation charges apply:

Once the passenger has boarded the vehicle, no refund will be provided.

Where a booking includes additional services such as:

• Meals

• Accommodation

• Ferry charges

• Event tickets

• Other third-party services

any cancellation charges imposed by the relevant service provider may be passed on to the hirer in addition to the cancellation charges stated above.

Booking Changes and Transfer Amendments

Any request to change the date, time, route, passenger numbers, collection location, destination, or other booking details may result in additional charges.

Where changes are requested at short notice, Alliance Coach Hire may need to arrange alternative vehicles or drivers, which may result in additional costs.

The following charges may apply to transfer rearrangements:

• More than 14 days before travel: charges may apply depending on the amendment.

• 7–14 days before travel: up to 30% of the booking value may apply.

• 48 hours–7 days before travel: up to 40% may apply.

• Less than 48 hours before travel: no refund may be provided and the transfer may need to be rebooked.

Illness, Pandemics and Force Majeure

Alliance Coach Hire cannot provide special cancellation rates or concessions due to illness, pandemics, epidemics, or similar circumstances.

Customers should only make a booking when they are reasonably certain that they will be able to travel.

Force Majeure

Alliance Coach Hire shall not be liable for any failure, delay, cancellation, or interruption in the performance of its obligations caused by circumstances beyond its reasonable control.

Such circumstances may include, but are not limited to:

• Natural disasters

• Extreme weather

• Acts of God

• War

• Terrorism

• Civil unrest

• Strikes

• Pandemics

• Government restrictions

• Road closures

• Fuel shortages

• Major traffic disruption

• Vehicle breakdowns

• Other unforeseen circumstances

In the event of a Force Majeure Event:

1. Deposits shall remain subject to the cancellation terms stated in these Terms & Conditions.

2. Payments made for driver accommodation, including hotels, motels, or similar accommodation, will only be refunded to the extent that Alliance Coach Hire is able to recover such costs from the accommodation provider.

3. Alliance Coach Hire reserves the right to adjust the total trip cost where there are significant increases in fuel prices, fuel supply disruption, or other substantial operating-cost increases.

4. Where full payment has been made, any applicable refund will be processed in accordance with the standard cancellation policy.

5. Alliance Coach Hire shall not be responsible for additional costs, losses, missed events, alternative transportation, accommodation, or other expenses incurred by the customer as a result of a Force Majeure Event.

Passenger Health and Safety

Passengers should not travel if they are seriously unwell or experiencing symptoms of a contagious illness.

Passengers are encouraged to follow any applicable government health and safety guidance in force at the time of travel.

Alliance Coach Hire may take reasonable cleaning and hygiene measures between journeys.

Passengers are expected to:

• Follow reasonable hygiene practices.

• Dispose of tissues responsibly.

• Follow driver instructions.

• Avoid behaviour that may endanger other passengers or the driver.

• Follow any applicable government or venue requirements.

Alliance Coach Hire shall not be responsible for fines, penalties, restrictions, or other consequences arising from a passenger’s failure to comply with applicable laws or regulations.

Vehicle Requirements and Substitution

1. Alliance Coach Hire may provide a single vehicle or multiple vehicles depending on availability, passenger numbers, operational requirements, and circumstances on the day.

2. Where a single vehicle cannot be provided, Alliance Coach Hire may arrange two or more vehicles to complete the journey.

3. The company reserves the right to provide a larger or smaller vehicle where reasonably necessary to accommodate the total number of passengers.

4. A different vehicle brand or model may be provided where the originally requested vehicle is unavailable.

5. No additional charge will normally be made where the substitute vehicle provides an equivalent or suitable service.

6. Alliance Coach Hire does not guarantee a specific vehicle make, model, colour, registration number, or individual vehicle unless expressly confirmed in writing.

Subcontractors and Other Operators

1. Alliance Coach Hire may act as a booking agent or broker and may subcontract journeys to other licensed transport operators where necessary.

2. Journey details may be shared with the relevant operator, driver, or supplier for the purpose of fulfilling the booking.

3. Where a booking is subcontracted, the vehicle and driver will be provided by the relevant operator and must comply with applicable legal and insurance requirements.

4. By making a booking, the hirer acknowledges that Alliance Coach Hire may use subcontractors where necessary to fulfil the journey.

5. Alliance Coach Hire may provide a replacement vehicle or operator, including taxis or alternative suitable transportation, where the originally allocated vehicle becomes unavailable.

Driver Authority and Passenger Behaviour

1. The driver is responsible for the safe operation of the vehicle during the journey.

2. The driver’s decision regarding passenger safety and vehicle operation is final.

3. The driver may refuse entry to or remove any passenger whose behaviour is considered:

• Dangerous

• Abusive

• Threatening

• Intoxicated

• Disruptive

• Offensive

• Unsafe

• Likely to cause damage to the vehicle

4. The driver may terminate the journey if they reasonably believe that continuing would endanger passengers, the driver, the vehicle, or other road users.

5. Where a passenger is removed or a journey is terminated due to unacceptable behaviour, no refund will normally be provided and the passenger will be responsible for arranging their own onward transportation.

Flight Delays and Cancellations

1. If a flight is delayed by approximately 1–4 hours, Alliance Coach Hire will attempt to adjust the pickup time and reallocate the driver where reasonably possible.

2. If a flight is cancelled or missed, the booking may be non-refundable because a vehicle and driver have already been allocated.

3. If a flight is rescheduled to another day, the original booking will not automatically transfer to the new date. A new booking may be required and additional charges may apply.

4. It is the responsibility of the passenger or booking customer to notify Alliance Coach Hire as soon as possible about flight delays, cancellations, or missed flights.

5. Alliance Coach Hire cannot guarantee availability of the original vehicle or driver following a significant flight delay or rescheduling.

No-Show Policy

A “No Show” occurs when a passenger fails to meet the driver at the agreed pickup location and does not make reasonable contact with Alliance Coach Hire or the driver.

This may include:

• Airport pickups

• Seaport pickups

• Hotel pickups

• Home addresses

• Private addresses

• Other agreed collection points

• Incorrect booking dates or times

For airport arrivals, the driver may wait for up to one hour after the scheduled or actual flight arrival, subject to the booking arrangements.

If the passenger fails to meet the driver within the applicable waiting period and does not contact the driver or Alliance Coach Hire, the booking may be treated as a No Show.

In the event of a No Show:

• The full booking fare may be charged.

• Deposits will not be refunded.

• Credit/debit card payments will not be refunded.

• Any additional costs incurred may also be charged.

Booking Times and 24-Hour Clock

Alliance Coach Hire uses the 24-hour time format for bookings.

Customers are responsible for ensuring that the correct date and time are entered when making a reservation.

For example:

• 10:00 = 10:00 AM

• 22:00 = 10:00 PM

If a customer enters an incorrect time, Alliance Coach Hire will not be responsible for any resulting missed collection, delay, additional transportation, or loss.

No refund will normally be provided where the customer has entered incorrect booking information.

Waiting Time

Passengers must be ready for collection at the agreed pickup time.

A waiting period of up to 15 minutes may be permitted where operationally possible.

Additional waiting time may result in additional charges.

Drivers are subject to legally required working and driving-hour limitations. If a passenger is significantly delayed and the driver has other scheduled assignments, the driver may be required to leave the pickup location.

Where the driver leaves because of passenger delay, the booking may be treated as a No Show and no refund may be provided.

Vehicle Cleanliness and Passenger Conduct

Passengers are expected to keep the vehicle clean and behave appropriately.

Additional cleaning charges may be applied where the vehicle requires specialist or excessive cleaning as a result of passenger behaviour.

Passengers may be removed from the vehicle if their behaviour causes the driver to feel unsafe or threatens the safety of other passengers.

No refund will normally be provided in such circumstances.

Trailers and Additional Equipment

Unless a trailer has been specifically requested, confirmed, and paid for in advance, Alliance Coach Hire does not guarantee that a trailer will be available.

Where a trailer is required, it must normally be booked and paid for separately in advance.

The minimum trailer charge may be £40 each way, unless otherwise quoted.

In the event of an emergency or operational issue, Alliance Coach Hire reserves the right not to provide the trailer and will notify the customer where reasonably possible.

Driver Information

Driver and vehicle information will normally be provided approximately 1–2 days before the journey, where applicable.

If you have not received the relevant information within this period, please contact Alliance Coach Hire.

Animals

Animals are not permitted on company or subcontracted vehicles except for recognised assistance or guide dogs, subject to applicable legal requirements and operator policies.

Alcohol

Unless specifically agreed in advance, alcoholic beverages must not be brought onto or consumed inside Alliance Coach Hire vehicles.

Passengers who are intoxicated or behave in an unacceptable manner may be refused transportation.

Smoking

Smoking, including the use of cigarettes, cigars, and other smoking products, is strictly prohibited inside all Alliance Coach Hire vehicles.

Food and Drinks

Fast food, including items such as chips, pizza, burgers, and other food likely to cause excessive mess or odour, may not be permitted inside the vehicle.

The driver has the right to refuse food or drinks where necessary to maintain vehicle cleanliness and passenger safety.

Luggage

1. Passengers must ensure that all luggage and personal belongings are suitable for the vehicle booked.

2. Large, oversized, unusually heavy, or excessive luggage may be refused where there is insufficient safe storage space.

3. Luggage must not obstruct:

• Aisles

• Emergency exits

• Doors

• Gangways

• Safety equipment

4. Heavy luggage should be stored in the appropriate luggage compartment where available.

5. The driver may assist with luggage where reasonably possible, but passengers remain responsible for ensuring their belongings are safely loaded and unloaded.

Vehicle Use During Waiting Periods

Where a vehicle is not specifically booked to remain with the hirer during a waiting period, Alliance Coach Hire may use the vehicle or provide another suitable vehicle for other work.

Where the hirer requires the same vehicle to remain with the group throughout the waiting period, this must be requested and agreed in advance and may result in an additional charge.

A different vehicle may be used for the return journey where operationally necessary.

Tolls, Parking and Additional Charges

Unless otherwise agreed in writing, the hirer is responsible for charges relating to:

• Road tolls

• Bridge tolls

• Ferry charges

• Parking fees

• Congestion charges

• Other applicable transport-related charges

Payment

1. Unless otherwise agreed, full payment must be received before departure.

2. Alliance Coach Hire may accept payment through available payment methods, which may include:

• Credit/debit card

• Bank transfer

• PayPal

• Other payment methods offered at the time of booking

3. A deposit may be required to secure the booking and reserve the vehicle.

4. Where agreed in advance, the customer may pay a deposit before travel and the remaining balance to the driver on the day of the journey.

5. By making a deposit or full payment, the customer confirms that they have read, understood, and accepted these Terms & Conditions.

Duplicate or Incorrect Payments

Where Alliance Coach Hire is required to refund a duplicate payment, incorrect payment, or payment made in error, an administration fee of 22.5% of the refunded amount may apply.

Advertising and Notices

No advertisement, poster, notice, sticker, promotional material, or other item may be placed on or inside an Alliance Coach Hire vehicle without prior written permission from the company.

Complaints

All formal complaints should be submitted in writing by email.

Please contact Alliance Coach Hire using the official contact details provided on our website or booking confirmation.

Complaints should be submitted as soon as possible and preferably within 7 days of the relevant journey or service.

Child Seats

Where Alliance Coach Hire or a third-party operator provides a child seat, the accompanying adult passenger is responsible for ensuring that the seat is appropriate for the child and used correctly.

The company cannot accept responsibility for incorrect use of a child seat by the passenger.

Where a customer wishes to use their own child seat, they should confirm compatibility and availability with Alliance Coach Hire before travel.

Changes to Booking Information

Any inaccurate, incomplete, or incorrect information supplied by the customer may result in:

• Delayed pickup

• Incorrect vehicle allocation

• Incorrect passenger numbers

• Insufficient luggage capacity

• Additional charges

• Failure to complete the journey as originally requested

Customers must notify Alliance Coach Hire immediately if any booking information changes.

Alliance Coach Hire shall not be responsible for problems resulting from inaccurate or incomplete information supplied by the customer.

Delays and Unforeseen Events

Alliance Coach Hire and its contractors cannot accept responsibility for delays caused by circumstances outside their reasonable control, including:

• Traffic congestion

• Road accidents

• Vehicle breakdowns

• Road closures

• Severe weather

• Delays from previous bookings

• Emergency situations

• Police or government restrictions

• Other unforeseen circumstances

Customers are advised to ensure that they have appropriate travel or holiday insurance to cover losses arising from such circumstances.

Alliance Coach Hire shall not be responsible for losses, missed flights, missed tours, missed events, additional transportation, accommodation, or other expenses resulting from such delays.

Pickup Problems

If the driver is late or any problem occurs during pickup, passengers should contact Alliance Coach Hire immediately so that we can investigate the situation and provide assistance where possible.

Customers should not make alternative transportation arrangements without first contacting us where reasonably possible.

Lost, Stolen or Damaged Property

Alliance Coach Hire accepts no responsibility for personal belongings that are:

• Lost

• Stolen

• Damaged

• Left behind in the vehicle

Passengers are responsible for checking the vehicle and ensuring that all personal belongings are removed at the end of the journey.

Luggage Assistance

Drivers may assist passengers with loading and unloading luggage where reasonably possible.

However, passengers remain responsible for their own luggage and belongings.

Alliance Coach Hire shall not be responsible for loss, theft, or damage to luggage or personal property unless liability is imposed by applicable law.

Boarding and Leaving the Vehicle

Drivers will make reasonable efforts to stop and collect or drop off passengers at a safe and suitable location.

However, Alliance Coach Hire cannot accept responsibility for injuries arising from a passenger’s failure to take reasonable care when boarding or leaving the vehicle, except where liability cannot lawfully be excluded.

Passengers should follow the driver’s instructions at all times.

Seat Belts

Passengers must use seat belts whenever seat belts are provided and legally required.

Failure to use a seat belt may affect any claim for injury or compensation where permitted by applicable law.

Driver’s Safety Authority

The driver has overall responsibility for the safe operation of the vehicle.

If the driver reasonably believes that the safety of passengers, the vehicle, other road users, or the public may be compromised, they may take whatever reasonable action is necessary.

This may include:

• Refusing transportation

• Stopping the vehicle

• Changing the route

• Removing a passenger

• Terminating the journey

Airport Pickup Times

Customers requesting a later pickup time for an airport journey do so at their own risk.

Alliance Coach Hire cannot accept responsibility for missed flights, missed check-in times, or other consequences resulting from a pickup time that does not allow sufficient time for the passenger to reach the airport.

Customers are responsible for allowing sufficient time for traffic, security, check-in, baggage, and other airport procedures.

Agreement to Terms

By submitting a booking, paying a deposit, making full payment, or travelling with Alliance Coach Hire, the customer confirms that they have read, understood, and agreed to these Terms & Conditions.

These Terms & Conditions apply to the hirer, passengers, and booking party.

Alliance Coach Hire reserves the right to update these Terms & Conditions where necessary. The version applicable to the booking will be the version in effect at the time the booking is confirmed, unless otherwise required by law.

Thank you for choosing Alliance Coach Hire. We wish you a safe and enjoyable journey.