Booking terms and conditions

Last updated: 17 July 2026. These terms apply to enquiries and bookings made with Prime Coach Hire ("we", "us", "our") of 26 Bloomsbury Street, London WC1B 3QJ, for coach hire, minibus hire and related passenger transport services arranged through primecoachhire.com.

1. How bookings work

Submitting a quote or contact enquiry does not create a binding contract. Every enquiry is reviewed against vehicle and driver availability, route, passenger numbers, luggage and any accessibility requirements before a written quotation is issued. A booking is only confirmed once you accept the written quotation and any required deposit or payment has been received and cleared.

2. Quotations and pricing

Quotations are based on the journey details you provide, including pickup and drop-off points, dates, timings, passenger numbers and vehicle preference. Prices reflect factors such as mileage, driver duty time, vehicle size, route, tolls, parking, congestion charges and date-specific demand. Prices may change if the journey details change after the quotation is issued.

3. Payment

Accepted payment methods, deposit requirements and balance due dates are set out in your written quotation. Payment can typically be made by debit or credit card, and by bank transfer for approved business or account customers. A booking is not confirmed and a vehicle is not guaranteed until the required payment has cleared.

4. Changes to a booking

We will try to accommodate changes to passenger numbers, route, timings, stops or vehicle requirements, but changes are subject to availability and may affect the price. Please request amendments as early as possible so we have time to confirm them with the assigned operator.

5. Cancellations

Cancellation terms, including any deposit retention or cancellation charges, will be confirmed in your written quotation at the time of booking. Cancellations should be made in writing by email as early as possible, since charges typically increase closer to the travel date to reflect vehicle and driver commitments already made on your behalf.

6. Passenger conduct, luggage and vehicle rules

The person making the booking is responsible for communicating vehicle rules to all passengers, including any restrictions on smoking, alcohol, food or hazardous items. Passengers should follow the driver's reasonable instructions at all times for safety. Additional cleaning, repair or delay charges may be applied where damage, mess or disruptive behaviour is caused by a member of the group, in line with the confirmed booking terms.

Luggage allowances depend on the vehicle booked. Please tell us about oversized luggage, sports equipment or additional items when you request your quote, as this can affect vehicle choice.

7. Delays, driver hours and force majeure

We make reasonable efforts to operate every journey as planned, but timings can be affected by traffic, weather, road closures, vehicle faults, airport processes and other events outside our reasonable control. Drivers must also comply with statutory drivers' hours and rest-period rules, which can affect journey timing on longer or multi-day itineraries. We are not liable for delay or disruption caused by circumstances beyond our reasonable control.

8. Vehicle operators

Journeys are arranged through a network of licensed coach and minibus operators. Your journey may be operated by Prime Coach Hire or by a suitably licensed and insured partner operator. Specific vehicle facilities, such as Wi-Fi, toilets, charging points or entertainment systems, depend on the vehicle allocated and should be confirmed at enquiry stage if important to you.

9. Liability

We arrange your transport with reasonable care and skill. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot lawfully be excluded or limited. Subject to that, we are not liable for indirect or consequential loss, or for losses arising from circumstances outside our reasonable control.

10. Complaints

If anything about your journey falls short of expectations, please contact us at info@primecoachhire.com or call 0330 113 2497 as soon as possible so we can look into it. We aim to acknowledge complaints promptly and work with you and the operating partner to resolve them fairly.

11. Governing law

These terms are governed by the law of England and Wales. Nothing in these terms affects your statutory rights as a consumer, including rights under the Consumer Rights Act 2015.

12. Contact us

Prime Coach Hire, 26 Bloomsbury Street, London WC1B 3QJ, United Kingdom.
Phone: 0330 113 2497 · Email: info@primecoachhire.com