Affiliate and Supply Partner T&Cs

Effective: 1st August 2025

In these terms and conditions, reference to “you” or “your” is a reference to the supply partner, its office holders, drivers, and employees.

In these terms and conditions, reference to “us”, “we” or “our” is a reference to THECOACHCOMPANY.CO.UK LTD and thecoachcompany.co.uk.

1. Definitions

• Supply partner: Refers to any individual, business, company, transporter, or carrier contracted to provide ground transport services for the movement of passengers.
• Customer: Also known as the booker, is the individual who books transport services via our website, phone, or email and is named on the booking.
• Force majeure: Refers to events outside reasonable control that prevent service delivery, including war, terrorism, civil unrest, strikes, fire, floods, severe weather, pandemics, or government actions.
  Economic hardship is not considered a force majeure event.

2. Application of Terms and Conditions

1. By submitting a quote, accepting a booking, or using our online portal or application, you agree that these Terms and Conditions apply exclusively.
2. You acknowledge that we do not accept any other terms, conditions, or warranties, and to the fullest extent permitted by law, all others are expressly excluded.
3. These Terms and Conditions may not be altered by any employee, agent, or representative.
   Our waiver of any term on one occasion does not imply a waiver on any other occasion.

3. Service Standards & Operational Matters

Registration:
Provide your legal trading name, current accreditations, insurance documents, and up-to-date contact details.
Withholding:
Do not withhold any information relevant to your trading status, licensing, accreditation, insurance, or vehicle safety.
Drivers Details:
Submit driver contact information for each journey at least 24 hours in advance.
Drivers must access our tracking link and enter the job number once en route for all journey legs.
Legal Compliance:
You certify and warrant that you are legally able to operate in all relevant jurisdictions in which the services are performed,
are appropriately licensed, registered, have vehicles insured, and hold public liability insurance. You agree to provide us with a current copy of the relevant documents.
Compliance with Laws and Regulations:
You must comply with all applicable laws, regulations, and industry standards in force in the United Kingdom and in any other jurisdiction where the services are performed.
Safety:
Operations must comply with all laws and safety standards. Drivers must be well-rested, fully briefed, and have our contact information.
Quotes:
Quotes must include all relevant costs. No additional fees will be accepted post-booking without prior written approval.
Bookings:
Services must meet all specifications within the booking, including timing, vehicle type, and capacity. No changes without written approval.
Preplanning:
Thorough preplanning is required to ensure timely arrival and appropriate routing, including accounting for road conditions and vehicle suitability.
Passenger Safety and Comfort:
Ensure all passengers experience a safe, comfortable, and interference-free journey.
Vehicle Standards:
All vehicles must be clean, serviced, smoke-free, roadworthy, and fitted with seatbelts.
Air-Conditioning:
Air-conditioning must be fully functional for each booking.
Signage:
Our logo must be clearly displayed on the front window of your vehicle.
(Download link)
Background Checks:
Ensure all employees and contractors have the necessary legal background checks, particularly when working with vulnerable groups.
Upon request, you MUST also provide the driver’s E-DBS certification number.
Driver Conduct:
Drivers must dress professionally and act with courtesy and professionalism. Only authorised passengers may be transported.
Smoking:
Drivers must not smoke within 30 meters of the vehicle or passengers.
If a driver smokes within this distance, you will be required to reimburse us for any reasonable costs or losses incurred.
Bond Handling:
Bonds must be included at the quote stage and cannot be requested directly from the customer without our written approval.
On-Site Arrival:
Arrive at the location 15 minutes before departure time, notify the customer on arrival, and inform us immediately of any delays or contact issues.
Late Customers:
If a customer is late, contact us immediately. Do not leave without our consent. Refunds or compensation terms may apply.
Booking Changes:
All change requests that affect the cost must be approved by us in advance. Minor access changes (within 1 mile) are not chargeable.
Reasonable customer requests (e.g., rest breaks, temperature adjustments) must be accommodated or referred to us.
Customer Behaviour:
If safety is at risk, contact the police and us immediately with full evidence. For non-urgent issues, notify us for resolution.
Customer Damage:
Report damage or theft immediately with photos and quotes. We may assist in recovering costs or provide customer contact details
Sub-Contracting:
Do not subcontract any booking without our written consent. You remain fully responsible for service delivery and liabilities in accordance with these terms.
Communication:
Communicate with us promptly regarding any issues or potential breaches of these terms.
Lost Property:
Check vehicles after each journey and report any lost items to us immediately.
Electronic Monitoring:
We recommend fitting GPS and video cameras to protect against incidents and support claims.
Complaints Handling:
Respond to all complaints within 24 hours with supporting evidence.
Failure to do so may result in upheld claims and required compensation, as set out in our terms and conditions.

4. Payment Terms

Unless otherwise agreed, all payments will be made post-service as follows:

• Cash account (C): 14 days after the final journey of the booking.
• Credit account (A): 30 days after the final journey of the booking.

Please note: If a customer raises any issues regarding a booking, payment may be withheld until the matter has been fully resolved.
The account type will be clearly identified on the top left of the quote request(s) with the above abbreviations.

5. Additional Booking Fees & Charges

No additional fees or charges may be applied without our prior written approval.
We will not be liable for any unauthorised charges.

6. Knockback, Late, No Show & Cancellations

Withdrawal After Acceptance:If you cancel a previously accepted booking, you forfeit any payment, must refund all prepaid monies, and may be liable for compensation, including a minimum standing charge of £50.

Late Arrival

• If your vehicle is late: But you notify us before the scheduled on-site time and provide regular updates, reduced compensation may apply.
• If you fail to notify us: Before the on-site time, higher compensation will apply.
• If you are more than 45 minutes late: Without successful contact with us, or are unreachable, this will be treated as a no-show. At our discretion, we may cancel the leg or full booking; no payment will be provided. Any prepaid amounts must be refunded within 5 business days. Additional compensation may also apply.

No-Show:

If your vehicle arrives more than 45 minutes late (from On-Site time), and no contact has been received from you, we will deem this a no-show. We may then cancel the affected leg or the entire booking at our discretion. In this circumstance, no payment will be made to you for the affected journey, and all prepaid monies must be refunded within 5 business days. Additional compensation may also be required to cover additional losses for alternative transportation, as per these terms.

6.1. Unsuitable or Incorrect Vehicle

If the vehicle arrives and does not meet the required standard, it will be deemed a no-show due to non-compliance.
This includes:

• Not meeting the required capacity or quantity
• Being unclean, unserviceable, or unroadworthy
• Having mechanical issues

In such cases, no payment will be made, and prepaid monies must be refunded. If we cancel due to this no-show, you may be liable for additional compensation.

6.2. Late Customer or Customer No-Show

If the customer is late or does not show, you must contact us by the scheduled departure time for instructions. Your vehicle must remain available for the original booking period. If the journey proceeds, you may be eligible for additional compensation.
If you leave without our approval or fail to contact us, it will be treated as a cancellation by you. No payment will be made, prepaid funds must be refunded within 5 business days, and you may be liable for compensation. Where appropriate, we may proceed with the booking on reduced compensation terms, subject to mutual agreement.

6.3. Customer Behaviour

• If customer behaviour prompts you to consider cancelling the booking or charging extra fees, you must contact us and obtain our agreement before taking any action.
• If approved, additional charges may be paid by the customer or by us, at our discretion. If cancellation is agreed, you may be entitled to a 100% booking charge for the unused leg.
• If you cancel without our approval, it will be treated as a no-show. No payment will be made, prepaid funds must be refunded within 5 business days, and compensation may apply.

6.4. Where We Cancel the Booking

If we cancel a booking, you may be entitled to compensation as outlined in these terms.
Where less than 100% of the booking is payable to you, the balance must be refunded to us within 5 business days.

6.5. Force Majeure Event

A force majeure event is one that directly hinders or prevents either party from fulfilling the booking.
In such cases:

• The booking and any performance obligations are void, provided reasonable written notice is given within 48 hours of the event.
• All prepaid monies must be refunded, and no cancellation fees or compensation will apply.

6.6. Consequences of Rejecting a Booking

If you reject a booking that you have previously accepted, you shall be liable to us for the following:

Cost of replacement vehicles: You agree to reimburse us in full for the cost of sourcing and hiring alternative transport to fulfil the booking. Compensation for losses incurred: You agree to compensate us for any additional losses we incur as a result of the rejection, including but not limited to cancellation costs, missed connections, or other consequential costs.

In addition, you may be liable to the customer for compensation, depending on the circumstances. For example, if the customer misses a pre-booked show, tour guide, or other time-sensitive arrangement due to your rejection of the booking, you may be required to reimburse the customer for those costs, as well as any inconvenience or distress reasonably caused.
We acknowledge that it may not always be possible to calculate exact losses; however, you agree to pay reasonable compensation based on all relevant circumstances.

7. Non-compliance

You agree to comply with all terms and conditions.

If you breach any term, we may suspend your services. Bookings already assigned must still be completed and will be paid. No new bookings can be quoted for during suspension.

Serious or repeated breaches may lead to immediate termination and removal of future bookings without any cancellation fees. All prepaid monies for cancelled bookings must be refunded within 5 business days.

You agree to pay us compensation for any breach, as outlined in these terms or as permitted by law.

8. Compensation

Issue	Payable by	Amount
Force majeure cancellation	No one	£0 If agreed, to reschedule the journey date (no additional payment will be made for this).
Cancellation by us	Us	As a result of a serious or repeated breach of the terms and conditions: £0 In all other circumstances (please note all notice periods are per leg): 72 hours+ notice: £0 49-72 hours' notice: 50% of the affected leg 24-48 hours' notice: 75% of the affected leg Less than 24 hours’ notice: 100% of the affected leg Where another booking is offered to you as a replacement, a maximum of 25% cancellation payment will be made to you.
Cancellation by us (Schools and Universities)	Us	Less than 24 hours’ notice: 100% More than 24 hours’ notice, and the Journey Type is ‘School Sports Day’, has been cancelled due to adverse weather: £0 More than 48 hours’ notice, and the Journey type is 'School/University Trip': £0
Cancellation by you	You	£50 Standing fee AND any difference in cost for any alternative Supply Partner found to cover the booking, AND an amount equivalent to any other foreseeable economic loss incurred (Such as, but not limited to: hotels, ferries, parking) unless we are notified in writing 14 days prior to the date of travel or as otherwise agreed.
Late vehicle (calculated from the on-site time, per affected Vehicle)	You	Where you notified us before on-site arrival time, and bookings continue: 0 - 29 minutes late: £0 30 - 44 minutes late: 30% of the affected journey leg 45 - 59 minutes late: 35% of the affected journey leg 60 - 74 minutes late: 55% of the affected journey leg 75+ minutes late: If the delay is longer than 75 minutes and contact is made by us not to continue, see ‘Vehicle No Show’. Where you have failed to notify us before the on-site arrival time, and the journey continues: 0 - 29 minutes late: Up to 10% of the affected journey leg 30 - 44 minutes late: 35% of the affected journey leg 45 - 59 minutes late: 45% of the affected journey leg 60 - 74 minutes late: 65% of the affected journey leg 75+ minutes late: 100% of the affected journey leg If you are still non-contactable, and the booking is 75+ minutes late, the booking will be cancelled at our discretion, and deemed a no-show. See ‘Vehicle no show’.
Vehicle no show	You	The difference in cost for any alternative Supply Partner or 3rd party transport (Taxi, Maxicab, Train, etc) found to cover the booking; available at the time, AND any other feasible economic loss incurred.
Late customer (departure time)	Customer	If you have contacted us at the due on-site time, booking continues, and we have agreed: 0-15 minutes late: £0 16-30 minutes late: Up to £30 31-45 minutes late: Up to £60 46-60 minutes late: Up to £90 61-90 minutes late: Up to £120
Wrong vehicle standard, capacity, or quantity	You	The difference in cost for any alternative Supply Partner found to cover the booking, or the difference in cost for alternative transport options available at the time of cancellations. AND a goodwill payment equivalent to 25% of the quoted booking; and an amount equivalent to any other foreseeable economic loss incurred.
Vehicle unclean, unserviceable, unroadworthy or with mechanical faults	You	The difference in cost for any alternative Supply Partner found to cover the booking, or the difference in cost for alternative transport options only available at the time of cancellations. AND a goodwill payment equivalent to 25% of the quoted booking; and an amount equivalent to any other foreseeable economic loss incurred.
Loss of potential earnings	You	An amount up to £10,000,000.00
Non-economic loss	You	An amount up to 5 x the quoted booking price.

9. Refunds

You must refund any monies owed to us within 5 business days, unless agreed otherwise in writing. At our discretion, we may recover refunds by offsetting them against your future payments.

10. Limit of Liability

Liability Acceptance: We accept no liability where indemnity applies. Where liability arises, it is limited as follows:

• Take all reasonable steps to mitigate losses and inform us promptly.
• Our liability is limited to 100% of your quoted price for the relevant booking, or £200 if no booking applies.
• If you have not fully complied with these terms, any liability is reduced by 75%.

11. Indemnity

Indemnification Agreement:

• You agree to indemnify us against any claims, losses, or legal proceedings made by a customer or third party resulting from your failure to comply with these terms and conditions.
• You also agree to indemnify us for any claims you make where your loss or damage results from the conduct, negligence, or actions of the customer.
• We make no express or implied guarantees regarding peace, comfort, enjoyment, or relaxation in the use of our services.

12. Legal Matters

Cooperation Requirement: You agree to provide us with any material support to prosecute or defend any civil or criminal matter, related directly or indirectly to you and us. You agree to fully cooperate and not hinder us in any way.

13. Disrepute

Reputation Clause: You agree not to do or say anything that may bring us or our reputation into disrepute. This clause shall survive suspension or termination of our working relationship with you.

14. Non-Disparagement

You agree not to make, and not to encourage or induce others to make, any disparaging or defamatory comments about us, our staff, office holders, or the CEO. This clause shall survive any suspension or termination of our working relationship with you.

15. Non-Solicitation Agreement

You agree not to encourage, solicit, or induce any customer or supply partner to end or alter their relationship with us for any reason. This obligation survives for 1 year after the date of your last accepted quote, completed booking, or last access to our online portal or application, whichever is later.

16. Our Proprietary Information

You agree to access and use our proprietary information only while your account is active. Under no circumstances may you retain, use, or disclose any of our proprietary information for financial gain or other benefit without our explicit written consent.

Definition of Company Proprietary Information: This includes any information, data, software, invention, design, idea, concept, specification, formula, device, equipment, plan, process, document, or material that is proprietary or constitutes a trade secret.

• (i) Information that belongs to or is in our possession;,/li>
• (ii) Information developed by you or that comes into your possession in connection with your work with us.

17. Severability

If any clause in these terms and conditions is found to be illegal, unenforceable, or invalid, this shall not affect:

• The enforceability or validity of any other clause in these terms and conditions within that same jurisdiction;
• The enforceability or validity of that clause or any other clause in any other jurisdiction.

18. Call Recording

You acknowledge and agree that our calls with you will be recorded, without any warning tone or notification during the calls.

19. Privacy Policy

We collect, store, and use your information according to our Privacy Policy, which can be found here: https://thecoachcompany.co.uk/privacy.

20. Contact Us

Emergency 24-hour contact number: 02038279609

Operations Team

• Phone: 03301740598
• Email: operations@thecoachcompany.co.uk

Supply Partner Team

• Phone: 03301740598
• Email: docs@thecoachcompany.co.uk