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Terms & Conditions of Booking

Acceptance of a quotation or confirmation implies acceptance of the terms and conditions outlined here.

Please read our terms and conditions of use carefully, as by using the website you agree to be bound by them. We reserve the right to vary the terms and conditions of use at any time and will post any variations here.

You are advised to review the terms and conditions of use on a regular basis as you accept variations to the terms and conditions if you continue to use the website after the variations have been posted.

We will seek to ensure that the information on this website is up to date and accurate but we do not guarantee its accuracy and we may change the information from time to time without notice.

1. Quotations

Quotations are given on the basis of the most direct route and on information provided by the hirer. The route used will be at the discretion of the Company unless it has been particularly specified by the hirer at the time of enquiry.

Quotations are valid for a maximum of 30 days from the initial enquiry. All quotations are given subject to the Company having available a suitable vehicle and driver at the time the hirer wishes to accept the quotation.

Quotations are given for coach and driver only. Any additional charges (eg parking and departure charges, ferry costs, hotel bookings, event admission, driver accommodation and meal costs) will be separately identified and will be the hirer's responsibility unless specified otherwise.

2. Booking

All bookings, and any subsequent amendments, will be confirmed by the Company in writing and it is the responsibility of the hirer to ensure that all the details contained within are accurate. The Company declines all liability for loss or inconvenience that may arise out of inaccurate bookings.

The Company offers its advice on journey times in good faith but does not guarantee the completion of any journey, or leg of a journey, in any given time, and will not be liable for loss or inconvenience which may arise from the delay or detention of the vehicle arising from any cause whatsoever.

The vehicle will depart at times agreed by the hirer, and it is responsibility of the hirer to account for all passengers at those times. The Company will not accept liability for any losses incurred by passengers who fail to follow instructions given by the hirer.

Should the vehicle be detained by the hirer, or be taken on a longer journey than contracted for, the Company reserves the right to make a proportionate additional charge.

3. Vehicle Size and Specification

The Company reserves the right to provide a vehicle of larger capacity or higher specification than that required at no additional charge unless any extra seats or facilities are used in which case a reasonable additional charge will be made. The Company also reserves the right to substitute a vehicle from another operator provided that the size and facilities provided are of at least comparable standard.

4. Coach Parking and Other Fees

Unless otherwise stated in the booking confirmation coach parking, departure fees and road tolls are not included in the price of the hire and will be added to the invoice.

5. Cancellation

Cancellation by the client: All instructions must be received from the hirer in writing and the hirer will be responsible for any cancellation charges that may be applied:

  • On day of hire: 100% charge

  • Less than 3 days' notice: 50% charge

  • Less than 10 days' notice: 25% charge

  • More than 10 days' notice: 10% charge

In addition all unavoidable Third Party charges including, but not limited to, ferry costs, hotel bookings, event admission, driver accommodation and meal costs incurred by the Company and not adequately covered by the above charges will be payable, irrespective of the period of notice of cancellation given.

Cancellation by the Company: In the event of any emergency, riot, civil commotion, strike, lock out, stoppage or restraint of labour or the happening of any event over which the Company has no control (including adverse weather and road conditions) the Company reserves the right to cancel any hire. In such an instance no charge would be made and any monies paid returned but the Company declines all liability for loss or inconvenience suffered as a consequence of such action.

6. Payment

Any deposit requested (which will normally be deemed non-refundable) must be paid by the date stated. Full payment is required prior to commencement of the hire, except where accounts have been specifically approved for credit. The Company reserves the right to add interest on overdue accounts at the rate of 2% compound interest per month, or part month.

7. Drivers' Hours and Other Statutory Regulations

The hirer undertakes to abide by all drivers' hours regulations and other statutory requirements and regulations that may in any way affect the journey in question. Drivers must comply with all such regulations but, subject to the constraints imposed by them, will comply with all reasonable requests of the hirer.

8. Conduct on the Vehicle

Other than on a vehicle fitted expressly for that purpose, food (except confectionery) and drink may not be consumed on the vehicle without prior consent of the Company. Smoking is not permitted on the vehicle at any time. No alcohol will be permitted in the passenger area of the vehicle at any time. The Company reserves the right to request any passenger/s to leave the vehicle, and in extreme circumstances to terminate the hire, if it deems their conduct to be illegal or incompatible with the comfort or safety of other passengers or its employee/s.

Seatbelts must be worn by all passengers age 14 years or over.

Should the vehicle be in an unreasonable state of cleanliness at the conclusion of the hire the Company reserves the right to levy an additional cleaning fee.

The hirer will be held responsible for any damage that may be caused to the vehicle, or to the person or property of any Third Party through the negligence or misconduct of him/herself or any of the party using the vehicle.

Pets and other animals are not permitted on any vehicle with the exception of guide dogs by prior arrangement.

Acceptance of passenger luggage for carriage is subject to statutory regulations, vehicle weight restrictions and availability of appropriate space on the vehicle. The Company does not guarantee that luggage space on a hired vehicle will be sufficient for the hirer's needs and will not be liable for any loss or inconvenience that may arise from inadequate luggage space being provided. Intention to convey suitcases or other particularly heavy or bulky items of luggage must be notified to the Company at the time of booking in order that appropriate arrangements may be made. The carriage of luggage is entirely at the owner's risk. The Company will not be responsible for any damage to, or loss of, personal property carried in the luggage lockers or passenger area of the vehicle.

9. Complaints

In the unlikely event that you should have a complaint it is important that you notify the driver immediately in order that an immediate remedy can be sought. If this is not possible or if you feel that your complaint has not been dealt with satisfactorily you should notify our office in writing as soon as possible and ideally within 7 days after completion of the hire.

Privacy policy & use of cookies

This privacy policy sets out how Phoenix Coaches (NE) Ltd. uses and protects any information that you give Phoenix Coaches (NE) Ltd. when you use this website.

Phoenix Coaches (NE) Ltd. is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Phoenix Coaches (NE) Ltd. may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 1/11/2017.

What we collect

We may collect the following information:

  • name and job title

  • contact information including email address

  • demographic information such as postcode, preferences and interests

  • other information relevant to customer surveys and/or offers


What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.

  • We may use the information to improve our products and services.

  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided. 

  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.


We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.


Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.


You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

 whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes

if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.


You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to us.


If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

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