Excel Passenger Logistics Ltd on-line ticketing terms and conditions

All purchases of tickets on this website and any website to which you are directed from this website are governed by the following terms and conditions. They are to be read together with any other applicable terms and conditions but supersede any such other terms and conditions if and to the extent they are inconsistent.

Definitions

There are some words which are set out in these terms which have specific meanings. These are denoted by capitalised terms so that:

"Applicable Excel passenger logisitst Operating Company" means the Excel Passenger Logistics company with which you choose to travel.

"E-Ticket" means a ticket supplied to the purchaser by e-mail as a unique code number, to be used for access to the Air direct service on a specified date or dates.

"M-Ticket" means a ticket which entitles the customer to travel on a Excel vehicle and which is delivered by SMS text messaging facility to the customer's mobile phone.

"Photocard" and/or "Photo ID" means a card supplied by the applicable Excel Operating Company and bearing a unique number to which the user of the ticket must attach their passport-type photograph. The ticket issued by Excel will carry the same number.

Contact Details

Bus tickets purchased on this website are sold by Excel Passenger Logistic Limited, Airways House, First Avenue, Stansted Airport CM24 1RY , Tel 01279 681800 on behalf of the Applicable Excel passenger Logistics Operating Company.

Any complaints or queries should be sent to Customer Services Department, Excel Passenger Logistic Limited, Airways House, First Avenue, Stansted Airport CM24 1RY , Tel 01279 681800 e-mail Mail@excelpl.co.uk

Payment Options

Payment on this website is through PROTX

Payment may also be made by downloading an order form and sending it to Excel Passenger Logistic Limited, Airways House, First Avenue, Stansted Airport CM24 1RY with a cheque or debit/credit card details.

Full payment is required in advance unless an installment payment option is being offered. Ticket validations for installment option tickets will be issued as payment is made.

Contract Formation

This website makes the contract formation process clear; you may change your mind and no contract has been formed at any stage up to the point when your payment details are authorized and your order is accepted by the issue of a ticket.

Tickets

The ticket prices detailed on this website are for a selected range of products. Please note that other ticket types and fares may be available through other sales outlets. Your enquiry provides us with only limited information and therefore no guarantee can be given that the ticket sold by this site is the most suitable for your purposes. If you require assistance or further information on other fares available or the most appropriate ticket for you, please contact us.

Tickets remain the property of the Excel passenger logistics 0perating Company and must be produced at any time during the journey when demanded by an official of the Applicable Company. Where relevant both the Photocard and ticket must be shown by a user when boarding. Passengers failing to produce a current valid ticket must pay the appropriate fare and claims for refunds in such cases will not be allowed. Tickets are valid for the period shown on the ticket only. Where a PhotoCard is required tickets presented without the Photocard or with an incorrect ID Number will be confiscated. Out of date and invalid tickets will also be confiscated. The Photocards remain the property of the Operating Company and will also be confiscated if presented with an invalid ticket. Claims for refunds or extension in the case of reduced or depleted services will not be allowed unless the Applicable Operating Company unilaterally fails to provide a published service. Tickets are not transferable and do not confer any priority on the holder over other passengers.

Tickets are sent by first class post in the UK (at the customer's risk) and there is no charge for postage. We will endeavour to post your tickets to you within three working days of receipt of your order but we cannot guarantee that timescale.

You must check that your ticket details are correct on receipt of your tickets. If your ticket details are incorrect in any way, please contact the helpline number on the letter included with your tickets quoting your order number.

You are entirely responsible for the safe keeping of your ticket/cards and Excel Passenger Logistics Limited or the Applicable operating Company take no responsibility whatsoever for lost or stolen tickets/cards.

If you are unable to reprint or you have lost your ticket, contact Excel Passenger Logistics on 01279 681800 or mail@excelpl.co.uk. A admin charge of £10.00 per ticket will be charged.

Price and Payment

Price and Payment Options are as identified on this site and selected by you. For all non-installment ticket options the price specified must be paid in full before the tickets are dispatched.

Cancellations and Refund Policy

General

You have the right to cancel any purchase made on this site within seven working days of placing the order using the Contact Us section of this site or by e-mailing us at mail@excelpl.co.uk quoting your order number. If you subsequently receive a ticket you should also immediately write by first class post to Excel Passenger Logistics Ltd, First Avenue Stansted Business Park, Stansted Airport CM24 1 RY with the same details enclosing the unused ticket. It is your responsibility to return the ticket at your own expense.

On notice of cancellation, if we have not already despatched your ticket we will refund all monies paid. If we have already despatched your ticket we will await the receipt of the ticket by us and provide a refund within 30 days of receipt of the returned ticket. If the ticket has not commenced its validity period all monies will be refunded. If the ticket has already commenced its validity period, the refund made will be in accordance with our refunds policy.

If you fail to pay any instalment on its due date, or fail to provide proof of student status where required, or if any information about you which you provided proves incomplete or inaccurate, then we shall be entitled to cancel all further ticket allocations.

Excel Passenger Logistics Ltd reserves the right to cancel any tickets which have been obtained in any fraudulent manner.

Refunds

Refunds of tickets during their validity period will be considered on your written request. If allowed, the refund will be paid pro rata to the total monies received against the number of days of validity left on the ticket (on the date we receive the ticket for surrender) less an administration charge.

TERMS AND CONDITIONS OF TRAVEL

1. Application

These conditions apply whether a contract has been made verbally or in writing.

The hirer acts on behalf of all the passengers traveling on the vehicles. If the hirer is a company, group, or partnership, an individual must be named as a responsible person. The hirer is responsible for the actions and decisions of all the passengers on board including any additional costs incurred in performing the contract, whether or not they actually travel with the party.

If the hirer is not going to travel with the party, a representative must be chosen, and the company informed prior to the hire taking place. The company will only accept instructions from the hirer or their nominated representative.

Where a copy of these conditions has been given to the hirer at any time, or the hirer has been advised verbally of all significant terms, making a booking will be deemed to signify acceptance of them. Where a hirer makes a booking before receiving these conditions and without being advised verbally of all significant terms, the hirer may cancel the contract without liability to the operator within 48 hours of receiving these conditions. Otherwise, the hirer will be deemed to accept these conditions.

2. Quotations

Quotations are given on the basis of the 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 in which case it will be clearly shown on the confirmation.

All quotations are given subject to the company having available a suitable vehicle at the time the hirer accepts the quotation. Quotations are valid for 28 days unless otherwise notified.

3. Use of the Vehicle

The hirer cannot assume the use of the vehicle between outward and return journeys, nor that it ill remain at the destination for the hirer’s use unless this has been agreed with the company in advance.

4. Route and Time Variation

5. Application

6. Quotations

7. Use of the Vehicle

8. Route and Time Variation

The company reserves the right to levy additional charges for additional mileage or time to that agreed. The charges will be pro-rata and in accordance with the formula advised on the booking confirmation.

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

5. Drivers’ Hours

The hours of operation for the driver are regulated by law, and the hirer accepts the responsibility of ensuring the hire keeps to the hours and times agreed by the Company. Neither the hirer nor any passenger shall delay or otherwise interrupt the journey in such a way that the driver is at risk of breaching regulations relating to driving hours and duty time. If any breach is likely to occur, the hirer will be responsible for any additional costs incurred unless it is outside the control of the hirer. The calculation of any additional costs will be as in condition 4.

6. Seating Capacity

The company will, at the time of booking, agree and specify the legal seating capacity of the vehicle to be supplied. The hirer must not load the vehicle beyond this capacity.

7. Conveyance of Animals

On a private hire, no animals (other than guide dogs and hearing dogs notified to the company in advance) may be carried on any vehicle without prior written agreement from the company.

8. Confirmation

Normally, written confirmation by the company is the only basis for the acceptance of a hiring or for a subsequent alteration to its terms.

9. Payment

Any deposit requested must be paid by the date stated, and payment in full must be made before the start of the hire unless otherwise agreed by the company. The company reserves the right to add interest at the rate of 2% per annum above the base rate of Protx Bank, calculated on a daily basis, from the date by which payment should have been made.

10. Cancellation by Hirer

a. If the hirer wishes to cancel any agreement, the following scale of charges will apply in relation to the total hire charge.

NOTICE GIVEN	CHARGE
	Single vehicle	More than one vehicle
10 days or more	None	50% of hire
6-9 days	10% of hire	60% of hire
3-5 days	25% of hire	70% of hire
1-2 days	50% of hire	85% of hire
Day of hire before arrival of coach at departure point	Minimum 85% of hire	Minimum 85% of hire
At or after arrival of coach at departure point	100% of hire	100% of hire

b. The cost of accommodation, meals and theatre tickets which have already been purchased by the company at the request of the hirer, will be charged to the hirer, plus any administration charges incurred by the company.

c. Cancellation due to inclement weather conditions will charged as above.

d. Theatre tickets* once purchased are not returnable and must be paid in full. (* or other such ancillary service)

11. Cancellation by the Company

In the event of any emergency, riot, civil commotion, strike, lock out, stoppage or restraint of labour or on the happening of any event over which the company has no control (including adverse weather and road conditions) or in the event of the hirer taking any action to vary agreed conditions unilaterally, the company may, by returning all money paid and without further or other liability, cancel the contract.

12. Vehicle to be Provided

a. The company reserves the right to provide a larger vehicle than that specified at no additional charge unless any extra seats are used in which case an additional pro rata charge will be made to the hire charge.

b. The company reserves the right to substitute another vehicle (including those of other operators) or ancillary facilities for all or part of the hiring subject to such substitutes being of at least equivalent quality.

13. Breakdown and Delays

The company gives its advice on journey time in good faith. However, as a result of breakdown or traffic congestion, or other events beyond the reasonable control of the company, journeys may take longer than predicted and in those circumstances the company will not be liable for any loss or inconvenience suffered by the hirer as a result.

14. Agency Arrangements

Where the company hires in vehicles from other operators at the request of the hirer and where the company arranges ancillary facilities such as meals, accommodation, ferries, admission tickets or any other services provided by another supplier, it does so as agent for and on behalf of the hirer. Any terms and conditions imposed by such other suppliers through the company shall, insofar as they are supplied to the hirer, be binding on the hirer as if he had directly contracted such services and the hirer shall indemnify the company against any loss, claim, damage or award in respect of a breach of such supplier’s terms and conditions brought about by the hirer’s action.

15. Package Travel Regulations

If the hirer organises other elements of a package in addition to the provision of transport, the hirer may be defined as an ‘organiser’ or a ‘retailer’ for the purposes of the Package Travel, Package Holidays, and Package Tours Regulations 1992 and as such may be required to comply with the provisions of those Regulations.

In this instance, the company cannot accept any liability that may be incurred for losses or damage that it would otherwise accept under the terms of those Regulations.

The hirer accepts responsibility for establishing whether they are so defined, and the company cannot accept liability for loss or damage incurred that should have been the responsibility of the hirer if the hirer was the legally defined organiser or retailer.

Where the company agrees to act as an organiser or retailer, it will issue separate conditions of trading relating to its liabilities and responsibilities under the Regulations.

16. Passengers’ Property

a. All vehicles hired by the company are subject to restrictions on carrying luggage for statutory safety reasons. The hirer accepts that the driver shall be the sole judge as to whether and to what extent passengers’ property is carried. Large bulky items may not be able to be carried, and the hirer should take all steps to notify the company in advance of such requirements.

b. The company accepts any personal property of the hirer and their passengers on the understanding that it will take all reasonable steps to avoid loss or damage. The hirer should notify the company or the driver if items of exceptional value are to be carried on the vehicle. It is the hirer’s responsibility to minimise risk of loss when property is left unattended.

c. The Company’s doesn’t except liability for loss or damage to property or baggage, however caused. The hirer aggress to provide their own insurance for all property and luggage carried by the company.

d. The limits in this section do not apply to personal injury claims.

e. All articles of lost property recovered from the vehicle will be held at the company’s premises where the vehicle is based, and will be subject to the current Public Service Vehicle (Lost Property) Regulations. The company will provide details of this legislation on request.

17. Conduct of Passengers

a. The driver is responsible for the safety of the vehicle at all times, and as such may remove any passenger whose behaviour prejudices safety or is in breach of the Public Service Vehicle (Conduct of Drivers, Inspectors, Conductors and Passengers) Regulations 1990. These regulations set out certain rights and responsibilities on all parties, and full details of these can be obtained from the company on request. The hirer is responsible for any damage caused to the vehicle by any passenger for the duration of the hire.

b. Where the hire is to a sporting event, the hirer should be aware of the legal requirements relating to alcohol, contained in the Sporting Events (Control of Alcohol) Act 1985, (as amended) and the conditions of entry to race courses as laid down by the Race Course Association Ltd. The company will provide details of these restrictions on request.

18. Complaints

In the event of complaint about the company’s services, the hirer should endeavour to seek a solution at the time by seeking assistance from the driver or from the company. If this has not provided a remedy, complaints should be submitted in writing and within 14 days of the termination date of the hire. The company will acknowledge all complaints within 14 days and will normally reply fully within 28 days.

19. Notices

No bill, poster or notice is to be displayed on any vehicle without the written consent of the company.

20. Refreshment and Alcoholic Drinks

Other than on a vehicle fitted expressly for that purpose, food (except confectionery) and drink (including alcoholic beverages) may not be consumed on the vehicle without prior written consent from the company.

21. Surcharges

Once a confirmation has been issued to the hirer, providing there are 30 days prior to the departure date, the company reserves the right to pass on increases in the cost of fuel, taxes imposed by the Governments of the UK and of other countries to be visited during the journey, road tolls, and foreign currency. No surcharges will be levied within 30 days of departure. On notification of such surcharges, the hirer may cancel the booking subject to the scale of cancellation charges shown in paragraph 10. The liability of the company will be limited to the cost of the hire and any ancillary services supplied.