Bus Pass Terms & Conditions

Part A: Imperial Coaches Ltd — Bus Service Terms Service Provider

These terms govern the provision of the school bus service by Imperial Coaches Ltd (“Imperial”, “the Operator”). By purchasing a pass, the Parent/Guardian (“the Customer”) agrees to the following:

1. Non-Refundable Policy

• 1.1 All bus passes are strictly non-refundable once purchased, regardless of usage, withdrawal from school, relocation, or any change in circumstances.
• 1.2 This applies to annual, termly, and hybrid/instalment plans.

2. Upfront Payments & Hybrid Plans

• 2.1 The initial payment/deposit secures a seat and contributes to fixed operating costs; it is non-refundable.
• 2.2 For hybrid/recurring plans, Customers may request cancellation of future instalments only by written notice received before the next collection date. Any amounts already paid remain non-refundable.

3. Service Provision & Capacity

• 3.1 Timetables, routes, vehicles, and stopping patterns may change where operationally necessary.
• 3.2 Seat allocations are planned on the basis of passes sold; non-use of an allocated seat does not entitle the Customer to any refund or price reduction.

4. Student Conduct & Safety

• 4.1 Students must behave safely and respectfully. Imperial may suspend or withdraw a pass for misconduct without refund.
• 4.2 Customers must ensure students are at stops in good time. Imperial is not liable for missed services due to lateness.

5. Liability

• 5.1 Imperial’s liability for loss is limited to the price paid for the pass, except where liability cannot be limited by law.
• 5.2 Imperial is not liable for events outside its reasonable control (e.g., severe weather, road closures, industrial action).

6. Applicable Law

• 6.1 These terms are governed by the laws of England & Wales and subject to the jurisdiction of its courts.

Part B: Trackaroo Ltd — Ticketing Platform Terms Platform

These terms govern use of the Trackaroo ticketing and checkout platform (“Trackaroo”, “the Platform”). Trackaroo facilitates the purchase and administration of bus passes but does not operate bus services.

1. Role & Responsibility

• 1.1 Trackaroo provides the Platform used to display routes, manage capacity, and process payments.
• 1.2 Trackaroo is not the operator of the bus service and is not responsible for service delivery, delays, cancellations, or student conduct.

2. Payments & Non-Refunds

• 2.1 The checkout clearly states that passes are non-refundable. The Platform records customer acknowledgement of this policy.
• 2.2 Where hybrid/instalment plans are used, Trackaroo may assist with stopping future instalments following Imperial’s approval; amounts already paid remain non-refundable.

3. Data & Privacy

• 3.1 Trackaroo collects parent/guardian and student details necessary to issue passes and share relevant data with Imperial to operate the service.
• 3.2 Please read our Privacy Policy for details on how we handle personal data.

4. Platform Availability & Liability

• 4.1 The Platform may be unavailable from time to time for maintenance or due to factors outside Trackaroo’s control.
• 4.2 Trackaroo’s aggregate liability in connection with Platform use is limited to the total fees paid to Trackaroo for the specific transaction giving rise to the claim, except where liability cannot be limited by law.

5. Legal

• 5.1 Transport services are exempt from the standard 14-day “cooling-off” rights under the Consumer Contracts Regulations 2013 once the service has begun or capacity has been committed.
• 5.2 These Platform terms are governed by the laws of England & Wales and subject to the jurisdiction of its courts.

Part C: Acceptance of Both Agreements

By completing a purchase through Trackaroo, you confirm that you have read, understood, and accept:

• Part A — Imperial Coaches Ltd Bus Service Terms, and
• Part B — Trackaroo Ltd Ticketing Platform Terms.

Contacts

Imperial Coaches Ltd (Service Provider)

Operational queries, service complaints, timetable issues, and conduct matters.
Email: bus@imperialcoaches.co.uk
Phone: 0208 574 0028
Address: 307-311 Colnbrook Bypass, Colnbrook. SL3 0EA

Trackaroo Ltd (Platform Provider)

Technical or payment questions about the checkout and ticketing platform.
Email: support@trackaroo.co.uk
Company details: Trackaroo Ltd — Registered in England & Wales (No. 16544203)
Registered office: As filed at Companies House

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