Private hires, corporate, day trips and holidays ,European and much more ! Book today with one of our friendly team! Terms & Conditions – Day Trips, Holidays & General Bookings
Effective from September 2025
These Terms and Conditions apply to all day trips, short breaks, holidays, excursions, and private hire bookings (“Trips”) operated by EUGENE MINIBUS LTD trading as EUGENE COACHES (“the Compan
y”, “we”, “us”, “our”). By booking a Trip with us, you (“the Customer”, “you”, “your”) agree to be bound by these Terms and Conditions.
1. Booking and Payment
A booking is confirmed only when we receive full payment (for day trips) or the required deposit (for holidays, ticketed events, or private hire bookings), and you receive written confirmation from us. Deposits are required per booking (unless otherwise stated) and are non-refundable unless the trip is cancelled by us or otherwise discussed with the Company and agreed by both parties. The balance must be paid by the date stated on your booking confirmation or invoice. Failure to pay by this date may result in cancellation of your booking and loss of any monies paid. All payments must be made in pounds sterling (£). We accept payment by debit/credit card, bank transfer, or cash by prior arrangement.
2. Cancellations by You
If you wish to cancel your booking, you must notify us in writing (by email or post) as soon as possible. The following cancellation terms apply:
Standard Day Trips (non-ticketed add-ons)
Notice Period Before Departure Cancellation Charge
More than 28 days Loss of deposit only
14–28 days 50% of total cost
7–13 days 75% of total cost
Less than 7 days / no-show 100% of total cost
Holidays & Events Requiring Entry Tickets
Due to supplier and ticketing company payment terms, no refund will be issued if cancellation occurs less than 3 weeks (21 days) before departure. For cancellations made more than 3 weeks before departure, only the deposit will be forfeited. Refunds, where applicable, will be made to your original payment method within 14 working days of approval. serious illness or bereavement), we may consider a partial refund or transfer at our discretion, provided valid supporting evidence is supplied.
3. Cancellations or Changes by Us
EUGENE MINIBUS LTD T/A EUGENE COACHES aims to operate all Trips as advertised. However, we may need to cancel or amend a Trip due to circumstances beyond our control (e.g. severe weather, safety concerns, insufficient bookings, or third-party issues). If we cancel a Trip, you will be offered:
A full refund, or
A transfer to another Trip of equal or similar value (subject to availability). Our liability is limited to the price paid for your booking. We are not responsible for any additional expenses (e.g. accommodation, travel to departure points, or insurance).
4. Alterations by You
If you wish to transfer your booking to another date or passenger, we will do our best to accommodate this request. An administration fee may apply, depending on notice given and supplier terms.
5. Refund Policy
Refunds will not include non-refundable deposits or administrative charges. Where applicable, refunds are processed within 14 working days once cancellation has been confirmed in writing.
6. Insurance
We strongly recommend that all passengers take out suitable travel insurance covering cancellations, medical expenses, personal accident, and loss or damage to property. It is your responsibility to ensure that your insurance provides adequate cover for your Trip.
7. Customer Responsibilities
You must arrive at the departure point on time. We cannot delay departure for late arrivals, and refunds will not be given for missed trips. Please inform EUGENE MINIBUS LTD T/A EUGENE COACHES of any mobility issues, dietary requirements, or medical conditions at the time of booking. You are responsible for your personal belongings at all times during the Trip.
8. Behaviour
We reserve the right to refuse travel or remove any individual whose behaviour:
Is disruptive, abusive, or offensive to others; or
Poses a risk to themselves, other passengers, or staff. If you are removed from the trip, you will receive no refund and will be liable for your own onward travel arrangements. You may also be charged for any damage caused.
9. Private Hire Bookings
Drivers will adhere to the agreed schedule. Any additional mileage, stops, or waiting time beyond the agreed booking may incur additional charges. The hirer is responsible for ensuring all passengers are ready to depart at the agreed times. Any damage caused to the vehicle by passengers will be charged to the hirer. The driver reserves the right to refuse carriage to anyone under the influence of alcohol or drugs, or whose behaviour may compromise safety or comfort. It is the hirer’s responsibility to ensure the number of passengers does not exceed the vehicle’s licensed capacity. The Company reserves the right to substitute vehicles of a similar or higher capacity when necessary.
10. Delays & Force Majeure
The Company is not responsible for delays caused by events beyond our reasonable control, including (but not limited to) traffic congestion, breakdowns, accidents, adverse weather, road closures, strikes, or civil unrest. Where delays occur, we will make reasonable efforts to minimise inconvenience, but no refunds or compensation will be issued for missed connections, events, or consequential losses.
11. Lost Property
Any items found on our vehicles will be held for up to 28 days, after which unclaimed property may be disposed of or donated. We accept no responsibility for items left on vehicles. Collection or return of items is at the customer’s expense.
12. Accessibility & Mobility Aids
Passengers requiring assistance or travelling with mobility aids (e.g. wheelchairs, walkers) must inform us at the time of booking so appropriate arrangements can be made. We will make reasonable efforts to accommodate all passengers, but accessible spaces are subject to vehicle availability. Passengers must ensure mobility aids are safe, roadworthy, and compliant with relevant transport regulations.
13. Children & Group Bookings
Children under 16 must be accompanied by a responsible adult. Group leaders are responsible for the conduct and supervision of all members of their party. The Company will not accept responsibility for incidents resulting from a lack of adequate supervision.
14. Alcohol, Smoking & Safety
Smoking, including e-cigarettes, is strictly prohibited on all vehicles. Consumption of alcohol is not permitted onboard unless expressly authorised in writing by the Company. Passengers must wear seatbelts where fitted and follow any instructions from the driver regarding safety and conduct. Standing while the vehicle is moving is not permitted.
15. European Travel
For all trips travelling to or through Europe, it is the customer’s responsibility to ensure:
They hold a valid passport with sufficient validity remaining in line with current travel regulations. They have obtained any required travel or health documentation (including visas, if applicable). They have adequate travel insurance to cover medical costs, cancellations, and delays. The Company accepts no responsibility for passengers unable to travel due to invalid or missing documentation, and no refunds will be given in such circumstances.
16. Complaints Procedure
We value all feedback. If you are dissatisfied with any aspect of your Trip:
Please inform the driver or representative immediately so we can try to resolve the issue on the spot. If the matter is not resolved, please submit your complaint in writing to [email protected]
within 14 days of your Trip. We will acknowledge receipt within 7 working days and aim to resolve the issue as quickly as possible.
17. Photography & Promotion
We may take photographs or videos during Trips for marketing or promotional use (e.g. on our website or social media). If you do not wish to appear in such material, please inform us prior to departure.
18. Data Protection
We comply with the UK General Data Protection Regulation (UK GDPR). Your personal information will be handled securely and used only to administer your booking or communicate with you about our services. We will not share your details with third parties unless required by law or necessary to fulfil your booking.
