Customer Terms & Conditions

1. Acceptance and agreement

By confirming a quotation, you agree to these terms, forming a binding contract between us. For customers with an approved credit or account arrangement, no payment or deposit is required for booking confirmation, unless you choose an account option in Section 3 that requires a deposit. We will confirm your booking via email once you have confirmed that you wish to proceed with the provided quote. You are responsible for ensuring that all details on your booking confirmation are accurate and complete. If you notice any error, you must notify us in writing within 24 hours of receiving the confirmation. Any service, feature, or item not explicitly listed on your booking confirmation is not included in the price. We reserve the right to charge for any additional services requested after the booking is confirmed.

Your quotation will show the Flexi-Pay level you have selected. The base price of your booking is determined by factors such as the number of hours, number of miles, capacity of the vehicle, standard of the vehicle, number of drivers, and other factors. The flexi options determine the uplift on the Base Charge. The level you select determines the price of your booking, when the balance is due, when your itinerary locks, and what happens if you request a change, amendment, or cancellation. See Section 3 (Flexi-Pay levels) for the specific rules governing changes, amendments, and cancellations applicable to your booking.

2. Booking

You acknowledge and agree that:

Confirmation

• We will confirm your booking in writing.
• You must ensure that the details of your requirements on the booking are entirely accurate and complete.
• You must notify us of any inaccuracy or error in the booking in writing.
• Any matter, item, or thing not referred to, or forming part of the booking, will not be provided.

Change or amendment

You must notify us in writing of any change or amendment required for your booking prior to your itinerary locking, as governed by your selected Flexi-Pay level in Section 3 (Flexi-Pay levels). Any requested change remains unconfirmed until we provide written acceptance by email. All changes requested after your itinerary has locked are charged as set out in Section 3 (Changes and updates), which must be paid prior to travel. You must not request the driver to change or amend any part of your booking. If we are unable to facilitate a requested change, your booking will remain unchanged, and the service will continue as originally confirmed. Where you request a reduction in any aspect of the service, the change will not take effect until confirmed by us in writing. Not all reductions in service will result in a reduction in the booking cost; where a cost reduction does apply, please refer to Section 3 (Flexi-Pay levels) and the Reduction in Service by You section of the Compensation Table in Section 13.

Warranties

You warrant that all information provided by you regarding your travel requirements is relevant and accurate, and that you have not provided any misleading or inaccurate information or withheld any information that you reasonably know, or ought to know, is relevant to the booking. Your booking does not include any additional fees or charges unless stated in your confirmation email, including but not limited to admission, tickets, tolls, ferries, accommodation, fuel surcharges and parking. Travel durations shown on the booking for all journeys are advisory only, and you must take potential delays into account when requesting departure times, including delays or risks arising from traffic congestion, roadworks, diversions, weather, other vehicle mechanical breakdowns or accidents, which may hinder, impede or prevent scheduled arrival times or affect journey duration. You may only use the number of seats corresponding to the passenger number shown on the booking, regardless of the actual size of the vehicle provided. Booking times are shown in 24-hour format; to prevent misunderstanding, midnight departures will be shown as 23:59 of the current day or 00:01 for the next day. The vehicle will not travel on roads that are obstructed or unsuitable for safe passage, including but not limited to weight-restricted bridges, unmade or unsurfaced roads, narrow access points, overhanging trees or wires, low underpasses, and roads with unsafe turns or inclines for the booked vehicle type. Vehicle images are for illustration only and may differ in make, model, year, livery and appearance from the vehicle supplied. Features, equipment and entertainment are for general reference only and are guaranteed only where confirmed in the booking confirmation.

Payments

You must pay the Deposit of 30% of the total booking price (or full payment if booked under the Essential level) to us prior to the Booking Confirmation Date as required by Section 3 (Flexi-Pay levels). You can pay by bank transfer (including Pay by Bank) or, except for the Essential level, by card. You must make payment for any additional security deposits, as requested, to us within two (2) days of any request made by us. You must pay any remaining balance of 70% to us no later than the timeframe specified for your level in Section 3 (Flexi-Pay levels) prior to the Journey Date (or at the time of booking if booked within that balance window or under the Essential level).

Account customers

Where we have approved a credit account for you, the general deposit and prepayment requirements above do not apply, but account option rules set out under Section 3 (Flexi-Pay levels) do apply. Your booking is confirmed when you accept the quotation, and all charges, including any cancellation charges under Section 3 (Flexi-Pay levels) and Section 15, will be invoiced to your account and are payable within 14 days of the invoice date. All other terms of this agreement apply to account bookings in the same way as to any other booking. We are permitted to charge for all costs and expenses incurred in connection with your booking.

Outstanding payments

If you do not make payment by the respective due date, we are entitled to do any or all of the following:

• Cash or non-regular customer: If full payment is not received by the balance due date for your Flexi-Pay level in Section 3, your booking will be subject to cancellation under the cancellation terms of your selected Flexi-Pay level in Section 3 (Flexi-Pay levels). The Flexi-Pay cancellation charges apply as if you had cancelled on the balance due date.
• If you have an account: Statutory interest will be charged on the respective outstanding amount at the rate of 8% per year above the Bank of England base rate, accruing daily, together with the fixed compensation and reasonable recovery costs allowed under the Late Payment of Commercial Debts (Interest) Act 1998.

Please be aware that if the payment is not received by the required date shown on the invoice, we will proceed with debt recovery actions. This may result in additional fees and could harm your credit rating.

Journey

Subject to the payment of amounts due and payable by you, we will arrange the service and completion of any booking, in accordance with these Terms and Conditions. We are entitled to substitute any Vehicle for another vehicle, or vehicles of a similar capacity and safety, at our absolute discretion. If we are operationally compelled in the circumstances to provide a vehicle of a higher standard or greater seat capacity, you will not be charged for any difference (unless you increase the number of passengers from the Booking). Unless you specify a particular route to be taken for your Booking, the route taken will be at the discretion of the driver. The driver may stop for legal or company-required breaks if included in the time of a journey, or upon your request at the driver's discretion. The vehicle is not available for use other than throughout a journey, unless specifically requested for the vehicle to remain. Passengers are responsible for their belongings at all times. If an item is left on a vehicle, we will make reasonable efforts to notify you. Collection is your responsibility, and any transport costs will be at your expense. Items will be stored as lost property for 90 days before disposal at our discretion. We accept no liability for lost items or any resulting inconvenience. Travel may be refused or terminated if you pose a safety risk, behave disruptively, or violate regulations. This includes, but is not limited to: aggressive or unlawful behaviour, intoxication, possession of illegal substances, infectious diseases, smoking on board, or failure to comply with applicable laws. No compensation will be provided for refused travel.

3. Flexi-Pay levels

The price of your booking is determined by factors such as number of hours, number of miles, capacity of vehicle, standard of vehicle, number of drivers and other factors. When you book, you select a Flexi-Pay level. The flexi options determine the uplift on the Base Charge. The level you select determines the price of your booking, when the balance is due, when your itinerary locks, and what happens if you request a change, amendment, or cancellation.

The level you have selected is shown on your quotation and on your booking confirmation.

Where no level is selected, the Standard level applies.

Bookings confirmed 14 days or less before the Journey Date are available on the Essential or Standard level only. Full payment is due at the time of booking and the itinerary locks immediately.

At a glance

Each level is set out in full below.

Essential

• Price: Base Charge Only
• Deposit: 100% of the booking price, non-refundable, payable at the time of booking
• Balance due: The booking is paid in full at the time of booking.
• Itinerary locks: Immediately on booking
• If you cancel: No refund, except where Section 13 or the Consumer Rights Act 2015 provides otherwise.

Standard

• Price: Essential + 2.5%. The Standard price includes the flexibility set out below and applies whichever payment method you use. We do not charge a fee for paying by card.
• Deposit: 30% of the booking price, non-refundable, payable at the time of booking
• Balance due: 14 days before the Journey Date (or full balance at time of booking if booked within 14 days of travel)
• Itinerary locks: 14 days before the Journey Date (or immediately if booked within 14 days of travel)
• If you cancel:
  • 22 days or more before travel: 30% of the total booking price (including any additional features/services added to the booking)
  • 15 to 21 days: 50%
  • 8 to 14 days: 75%
  • 7 days or less: 100%

Flex

• Price: Essential + 10% (uplift capped at £500)
• Deposit: 30% of the booking price, non-refundable, payable at the time of booking
• Balance due: 7 days before the Journey Date
• Itinerary locks: 7 days before the Journey Date
• If you cancel:
  • More than 14 days before travel: the 30% deposit becomes a credit towards a future booking, and anything paid above the deposit is refunded.
  • 8 to 14 days: the 30% deposit is retained.
  • 5 to 7 days: the full booking price is payable; 50% is retained, and 50% is held as a credit towards a future booking.
  • Less than 5 days: no refund.

Flex Plus

• Price: Essential + 15% (uplift capped at £1000)
• Deposit: 30% of the booking price, non-refundable, payable at the time of booking
• Balance due: 5 days before the Journey Date
• Itinerary locks: 5 days before the Journey Date
• If you cancel:
  • 6 days or more before travel: the 30% deposit is held as a credit towards a future booking, and anything paid above the deposit is refunded.
  • 3 to 5 days: 50% is retained and 50% is held as a credit towards a future booking.
  • Less than 3 days: no refund.

Account customer options

Where we have approved a credit account for you, the levels above do not apply. You choose one of the three options below on each booking. The 30% deposit and payment after travel options carry the Standard cancellation charges set out above. The full payment in advance option is non-refundable. Account bookings are payable by bank transfer or Pay by Bank only; credit or debit card payments are not accepted from account customers. For any cancellation under the payment after travel option, charges are invoiced immediately on the cancellation date and are payable within 14 days.

Credit Account Eligibility & Rules:

• Minimum Booking Value: Credit account options are available only for bookings with a total value of £500 or greater.
• Company Turnover Requirement: To be eligible for a credit account, businesses must have an annual turnover of at least £1,000,000. Government bodies, state schools, and registered charities are exempt from this turnover requirement.
• Alternative Payment Arrangements: Businesses that do not meet the turnover requirement or wish to pay a lower initial deposit may request an Alternative Payment Arrangement requiring a non-refundable deposit between 10% and 30% at booking, with the remaining balance due prior to travel in accordance with their selected Flexi-Pay level.
• Exception Approvals: Any exception to the standard credit account eligibility requirements must be formally submitted to and approved by Accounts prior to confirmation.

Inactive Accounts: Credit accounts with no bookings completed during calendar year 2026 will be classified as inactive, and their approved credit limit will automatically be reduced to £0.

Paying some or all of the booking in advance earns the discount shown. Any amount not paid in advance is invoiced to your account after travel and is payable within 14 days of the invoice date.

School sports day cancellations

Where you have booked transport for an outdoor school sports event, and the event is cancelled by the venue because of weather, you may cancel the booking without a standard cancellation charge, provided that:

• you notify us in writing at least 24 hours before the scheduled departure time; and
• you provide a copy of the venue's cancellation confirmation, stating the reason for the cancellation.

Where both conditions are met, only amounts paid become credit towards a future booking, valid for 12 months from the date of cancellation, and no further payment is due for that booking. No cash refund is payable under this provision.

Where notice is given less than 24 hours before the scheduled departure time, or where the venue's cancellation confirmation is not provided, the cancellation charges for your selected Flexi-Pay level apply in the usual way.

Changes and updates

An update is information that completes a booking we already hold, such as supplying a full address, a contact name or flight details. Updates are free at any time, subject to no additional time, mileage, increase in passenger numbers or any other factors that are considered within our price. Should this be the case, these will be considered as 'Changes'. A change or amendment alters what we have to deliver, such as adding a stop, moving a pick-up point, changing a date or time, or changing passenger numbers or vehicle size.

Once your itinerary has locked according to your selected Flexi-Pay level rules, changes can no longer be made online. You may ask us to make a change by email. Where we are able to accommodate a change, you are responsible for accepting the change and any additional costs associated with it before it can be applied to your itinerary. Any additional cost of a change is charged at the Base Charge plus the uplift for your selected Flexi-Pay level applied to the additional service cost. A change made after the itinerary locks does not re-open the lock or reset any cancellation/refund windows.

Negotiated terms

Where we have separately agreed different terms with you in writing, those agreed terms apply in place of this clause.

4. Warranties & Disclaimers

We do not guarantee that the vehicle will depart or arrive at the exact times specified in the booking. We are not responsible for delays caused by safety concerns, route obstructions such as, but not limited to, accidents, traffic jams, adverse weather conditions, sudden vehicle mechanical issues or unforeseen circumstances not disclosed before the journey. While every effort is made to meet travel objectives, no specific outcomes or completion times are guaranteed.

5. Delays & No-Shows

You must notify us of any potential delay at least 15 minutes before the scheduled departure time. Delays of up to 45 minutes may be accommodated, subject to operator availability and payment of any associated costs set out in Section 13. A no-show applies where you are more than 45 minutes late for your scheduled departure time. At that point, the operator may leave, and your booking will be cancelled as a Customer No Show in accordance with Section 3 (Flexi-Pay levels) and Section 13. If we agree in writing to wait longer than 45 minutes, the Late customer charges in Section 13 apply instead. The 45-minute no-show rule applies whether or not you have contacted us: notifying us of a delay does not extend the 45-minute threshold, but it does allow us to try to accommodate you, where possible, under the paragraph above. We are not responsible for arranging or covering costs incurred for any alternative transport or any related third-party losses.

6. Passenger Obligations

You must cooperate with us and provide any information reasonably required, check that the details we send are accurate, and allow sufficient time for potential travel disruptions or other contingencies that may affect your arrival time, including our advice to obtain adequate travel insurance. You must be contactable within 60 minutes of the scheduled departure time and arrive on-site 15 minutes before departure, with your booking reference number available. Where applicable, you must provide your flight details when confirming your booking and allow adequate time for airport procedures.

You must follow appropriate dress codes and must not consume food or drink unless prior written approval has been provided, subject also to the driver's discretion. Smoking, drinking alcohol and taking banned substances are strictly prohibited at all times. You must behave respectfully when boarding and throughout the journey and must not cause damage to the vehicle or any property. You consent to calls to or from us being recorded without prior notice.

You must disclose in your booking if an assistance animal will be travelling. The animal must be trained for travel, appropriately restrained and accompanied by absorbent matting, with its needs met throughout the journey. We do not provide baby seats and cannot guarantee that vehicles will have car-seat anchor points. The absence of anchor points is not a valid reason for cancellation under Section 3 (Flexi-Pay levels). You must disclose the number and ages of children requiring a car seat when making your booking and ensure these requirements are reflected in your booking confirmation.

You are responsible for your luggage, carry-on items and valuables at all times, and we are not liable for any loss or damage to personal possessions. You must not carry unsafe items or hazardous materials, and must ensure that all items are suitable for transport. You must clearly disclose any accessibility, disability or wheelchair requirements at the time of booking. We are not liable for providing a vehicle that cannot accommodate such requirements where they were not clearly specified and confirmed in the booking confirmation. Any additional costs incurred because reasonable requirements for service provision were not met will be your responsibility.

You must not make false, misleading or defamatory public statements about us, and must not encourage or induce others to do so. Nothing in these Terms and Conditions prevents or restricts you from leaving honest reviews, making complaints in good faith, or reporting any matter to relevant regulators or government authorities.

7. Limitation of Liability

To the maximum extent permitted by law, we shall not be liable for any indirect, consequential, or incidental damages, including but not limited to loss of profits, loss of opportunity, business interruption, non-economic loss, or reputational damage, unless such liability cannot be lawfully excluded under UK law. For liabilities that may be lawfully capped, our total liability shall be limited to the total Booking Fees paid under these Terms and Conditions. This clause remains in effect even after the termination of these Terms and Conditions.

8. Consumer Rights, Statutory Protections & Indemnity

To the maximum extent permitted by law, where you book as a business and not as a consumer, our liability for a failure to perform the services with reasonable care and skill under the Consumer Rights Act 2015 is limited, at our option, to the re-supply of the services or the payment of the cost of having the services re-supplied. Nothing in these Terms and Conditions excludes, restricts, or modifies any guarantee, right, or remedy conferred by applicable UK law or any other applicable law that cannot be excluded, restricted, or modified by contract.

Indemnity

You agree to indemnify us against any loss, claim or liability we sustain or incur as a result of any breach, default, or failure to comply with these Terms and Conditions by you, or any negligent act, omission, or wilful misconduct on your part. You are not required to indemnify us to the extent that the relevant loss, claim, or liability was caused or contributed to by our breach of contract, negligence, or wilful misconduct.

9. Force Majeure Event

A Force Majeure Event is an unforeseen event beyond reasonable control, such as (but not limited to) natural disasters, extreme weather, strikes or government action, that makes it illegal or unsafe to carry out the journey. We decide whether an event is a Force Majeure Event based on the operator's assessment of safety. If the operator determines the route is safe or can be delivered via an alternate route or method, these terms apply; however, we are not liable for any delays caused. If a Force Majeure Event prevents performance, both parties’ obligations (other than payment obligations already due) are suspended to the extent affected. Neither party is liable for delays or failures caused by such events. Where a Force Majeure Event prevents us from providing the booked service, you are entitled to a refund of the amounts paid for the affected service, less any reasonable costs we have already incurred, or a credit towards a future booking if you prefer, regardless of when you notify us. Where a Force Majeure Event affects you but does not prevent us from providing the service, and you choose to cancel, the Force Majeure terms in Section 13 and your selected Flexi-Pay level rules in Section 3 (Flexi-Pay levels) apply. Nothing in this clause affects your statutory rights under UK law.

10. Suspension

If you fail to comply with any terms of these Terms and Conditions, we reserve the right to suspend our obligations with immediate effect upon providing notice. This suspension may remain in place until the breach is resolved to our reasonable satisfaction or may lead to further actions as deemed necessary.

11. Termination

You acknowledge and agree that:

Termination by us

We may terminate these Terms and Conditions by providing written notice if:

• You commit a material or serious breach of these Terms and Conditions that cannot reasonably be remedied, or you fail to remedy a remediable breach within 14 days of receiving written notice from us.
• You repudiate these Terms and Conditions or become unable to pay your debts as they fall due or enter insolvency proceedings.

Termination by you

You may terminate these Terms and Conditions with immediate effect by providing written notice to us at ops@thecoachcompany.co.uk if we breach any term of these Terms and Conditions and fail to remedy it within 14 days of receiving notice from you.

Effects of Termination

Upon termination:

• We may retain or recover any Deposit and any cancellation charges paid or payable by you in line with the cancellation rules of your selected Flexi-Pay level in Section 3, ensuring no double recovery occurs.
• We will cease all obligations under these Terms and Conditions.
• You must immediately pay all outstanding amounts due to us without prior demand.
• We may set off any amounts you owe against amounts payable by us, except where prohibited by UK law.

Compliance with the Law

Nothing in this clause affects your statutory rights under consumer protection laws. If any part of this clause is found to be unenforceable, the remainder of the Terms and Conditions will continue to apply.

12. Accrued rights and remedies

Termination of these Terms and Conditions for any reason whatsoever does not affect our right to enforce our accrued rights, any right to recover damages for any prior breach, including the breach on which termination of these Terms and Conditions was based, and all amounts due and payable to us on and after the Termination Date. This clause survives termination of these Terms and Conditions.

13. Compensation

Contractual compensation for specific service variations is governed by the Compensation Table below. Any additional compensation offered by us outside the Compensation Table is:

• A gesture of goodwill, and does not create any legal obligation.
• At our sole discretion.
• Not an admission of liability.
• Provided solely to address discrepancies in service.

Compensation Limitations

Where multiple service issues occur, only the highest-value issue may be considered for compensation. The Compensation Table below does not override or waive any indemnities or limitations of liability set out in these Terms and Conditions.

Customer Obligations for Additional Charges

You must immediately pay any additional fees, charges, or compensation to us for:

• Delays caused by you.
• Booking amendments (as set out in Section 3 under Flexi-Pay levels).
• Losses incurred.

Legal Compliance

Nothing in this clause affects your statutory rights under applicable consumer protection laws. If any part of this clause is found to be unenforceable under common law, the remaining provisions will continue to apply.

14. Complaints & Feedback

• Requesting a Refund or Compensation: We recommend submitting any claim or complaint in writing to info@thecoachcompany.co.uk with reasonable supporting evidence within 3 days of your travel being completed, to allow prompt investigation while evidence is available. Claims submitted later may be more difficult to investigate. Any refund, credit or other compensation offered outside statutory requirements is provided as a gesture of goodwill, without admission of liability or wrongdoing. A refund will only be considered for a service failure, meaning no vehicle was provided, regardless of required vehicle size, or a vehicle broke down and we were unable to provide a replacement. Any refund will be limited to the affected portion of the booking. Nothing in this section limits, excludes, or restricts your statutory rights under the Consumer Rights Act 2015.
• For all other service complaints, where statutory remedies do not apply, goodwill compensation will be provided as a credit for a future booking, in accordance with Section 3 (Flexi-Pay levels) and the Compensation Table in Section 13.
• Claims or complaints made more than 3 days after the scheduled end time of the booking will not be eligible for goodwill compensation, except where required by applicable law. Such claims may still be reviewed, but no goodwill compensation will be offered. We aim to respond within 14 working days. You must provide reasonable supporting evidence, such as photographs, videos and/or police reports where applicable. Additional information may be requested, and failure to provide it may affect the outcome of your claim.
• Complaint Handling & Resolution: We will handle all complaints fairly and in accordance with natural justice. We will aim to have a determination made within 14 working days of the complaint being acknowledged, based on the available evidence and the balance of probabilities.
• Dispute Resolution & Chargebacks: If a dispute arises from a booking, you agree to engage with us directly before seeking external resolution. We ask that you first attempt to resolve any disputes directly with us before initiating external processes (such as lodging complaints with regulators). Nothing in this section limits your right to report matters or submit disputes to regulatory bodies or authorities.
• Your Legal Rights: These terms, including the internal complaint timeframes set out above, do not affect, restrict, or modify your statutory rights or remedies under the Consumer Rights Act 2015 or any other applicable consumer protection laws.

15. Cancellation fee

Cancellations are subject to the fees and terms set out for your selected Flexi-Pay level in Section 3 (Flexi-Pay levels) and the Compensation Table in Section 13. All cancellations must be confirmed in writing. Total cancellation fees will not exceed the booking value. You are also responsible for any third-party cancellation fees. Any processing fees or currency exchange fees are non-refundable. Any credit towards a future booking is valid for 12 months from the date it is issued, is non-transferable, has no cash value and can be used once.

16. Privacy & data protection

We collect, store, use, and disclose your personal data in accordance with our Privacy Policy and applicable UK data protection laws.

• Legal Compliance: We collect, store, and process personal data in accordance with the UK GDPR and Data Protection Act 2018.
• Your Rights: You have rights under UK data protection laws, including the right to:
  • Access your personal data.
  • Request corrections to inaccurate data.
  • Request deletion of your data (subject to legal or contractual obligations).
  • Restrict or object to processing.
  • Withdraw consent where applicable.
• Privacy Policy: Full details on how we handle your data, including third-party sharing, retention periods, and security measures, can be found in our Privacy Policy, available at https://thecoachcompany.co.uk/privacy.
• Contact for Data Protection: For any privacy-related concerns or to exercise your rights under UK data protection law, you can contact our Data Protection Officer via info@thecoachcompany.co.uk.

17. Other Warranties

Each Party warrants to the other that:

• They have full legal capacity and authority to enter into and perform their obligations under these Terms and Conditions.
• They have had adequate opportunity to obtain independent legal and professional advice regarding these Terms and Conditions.
• They enter into these Terms and Conditions voluntarily, without duress, undue influence, or misrepresentation.
• These Terms and Conditions are legally binding and enforceable according to their terms, subject to common law.

Nothing in this clause affects any statutory rights available under consumer and contract law.

18. Remedies

You acknowledge and agree that:

• Adequacy of Damages: Monetary damages may not always be an adequate remedy for a breach of intellectual property rights under these Terms and Conditions.
• Injunctive Relief: Either party may seek injunctive relief or specific performance in respect of any breach or threatened breach of intellectual property rights under these Terms and Conditions.
• Legal Enforcement: All remedies are cumulative and do not exclude any other rights or remedies available under law.

19. Intellectual Property

• Ownership of Content: All content made available on any of our web pages, including but not limited to text, graphics, logos, images, audio clips, digital downloads, and software (the “Content”), is our property, our content suppliers', or our licensors', as applicable. This content is protected by international copyright laws, trademark laws, and other intellectual property rights.
• Restrictions on Use: Users must not:
  • Modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, software, products, or services obtained from our Website.
  • Use any automated tools (e.g., bots, scrapers) to extract data from our Website without prior written consent.
• Unauthorised Use & Consequences: Unauthorised use of the content may violate copyright, trademark, and other intellectual property laws and may result in legal action. Users have no right to use the content without our express, prior written consent.
• Trademarks & Brand Protection: Our name, logos, and service marks displayed on any of our web pages are registered or unregistered trademarks of ours. These trademarks are protected under the Trade Marks Act 1994 and must not be used without prior written permission.
• Retention of Rights: We retain all rights not expressly granted in these Terms and Conditions.

20. General

You acknowledge and agree that:

• Appointment and relationship: Our obligations under these Terms and Conditions will be performed as an independent contractor. Nothing in these Terms and Conditions constitutes any relationship of employer and employee, partnership, fiduciary, trustee and beneficiary, or joint venture between us and You, or any of our associates.
• Entire agreement: These Terms and Conditions constitute the entire agreement between the parties with respect to their subject matter and supersede all prior understandings, agreements, conditions, warranties, covenants, indemnities, or representations made or imposed by either party concerning the subject matter of these Terms and Conditions.
• Counterparts: These Terms and Conditions may be executed in multiple counterparts, each of which will be deemed an original, but together will constitute one and the same instrument.
• Variation: Subject to any other provision in these Terms and Conditions, these Terms and Conditions may only be altered in writing, signed by each party. Updated T&Cs apply to bookings confirmed after publication.
• Severance: If any part of these Terms and Conditions is held by a Court of competent jurisdiction to be void, voidable, illegal, or unenforceable, or these Terms and Conditions would be void, voidable, illegal, or unenforceable unless a specific part is severed, then that part will be severed and will not affect the validity or enforceability of the remaining provisions of these Terms and Conditions, which will remain in full force.
• No Waiver: The failure of a Party to require full or partial performance of a term of these Terms and Conditions does not affect the right of that Party to require performance subsequently. A single or partial exercise or waiver of the exercise of any right, power, or remedy does not preclude any other or further exercise of that right, power, or remedy. A right under these Terms and Conditions may only be waived in writing, signed by the party granting the waiver, and such waiver will only be effective to the extent specifically set out in the waiver.
• Jurisdiction: The proper law governing these Terms and Conditions is the law of England and Wales. The parties submit to the jurisdiction of the courts of England and Wales, Scotland, and Northern Ireland as applicable.
• Costs: Each party shall bear and be responsible for its own costs in connection with the preparation, negotiation, and execution of these Terms and Conditions.
• Notices: A notice or other communication to a party must be in writing and delivered in one of the following ways: delivered personally; posted to the party’s address (to be treated as received 4 days after posting); or sent by email to the party’s email address (treated as received when it enters the recipient’s information system).
• Legal Process and Documents: Any legal process, legal document, or court document may be served or delivered to a Party in one of the following ways: delivered personally; lodged at the other party’s address as specified in these Terms and Conditions; or posted to the other party’s address as specified in these Terms and Conditions. The Notices and Legal Process and Documents clauses will survive the termination of these Terms and Conditions.
• Transition Provision: These Terms and Conditions apply to all bookings confirmed on or after 22nd October 2026. Bookings confirmed prior to 22nd October 2026 remain governed by the terms and conditions in effect at the time of their confirmation, including the cancellation terms that applied to those bookings.

21. Definitions

In these Terms and Conditions, the following terms have the corresponding meanings unless the context indicates otherwise:

22. Contact us

• Phone: 0330 174 0598 (International: +44 330 174 0598)
• Emergency 24-hour contact number: 0203 827 9609
• Email: info@thecoachcompany.co.uk