Conditions of Carriage

Updated on: 26/10/2025

These Conditions of Carriage form the basis of a contract between CommMiniBus and the passenger. By purchasing a ticket, boarding the bus, or otherwise using our services, passengers agree to be bound by these conditions.

We operate our services under the relevant UK legislation, including but not limited to:

  • Public Passenger Vehicles Act 1981
  • The Public Service Vehicles (Conduct of Drivers, Inspectors, Conductors and Passengers) Regulations 1990
  • Consumer Rights Act 2015
  • Data Protection Act 2018 and UK GDPR
  • Equality Act 2010

Nothing in this policy affects your statutory rights.

1. Tickets and Payment

1.1 Payment methods and proof of payment

  1. We accept payment via cash (exact fare only, no change given), contactless card or other accepted digital methods (such as an approved mobile application or pre-paid payment option listed on our website).
  2. Passengers must be able to pay the fare or show valid proof of payment when boarding.
  3. Valid proof of payment includes:
    • A valid paper ticket (must be presented physically)
    • A valid digital ticket (e.g. QR code from app)
    • A valid travel pass
    • A valid receipt or confirmation from pre-paid bookings
  4. Valid proof of payment includes a valid paper ticket (which must be presented physically), a valid digital ticket such as a QR code from an app, a valid travel pass, or a valid receipt or confirmation from pre-paid bookings.
  5. For cash payments, passengers must provide the exact fare. No change is given.
  6. For contactless card payments, passengers must ensure there are sufficient funds and no transaction blocks.
  7. If a bank card is declined or a passenger cannot pay, travel may be refused.
  8. Passengers may be required to scan or present their ticket for validation. Failure to do so may result in refusal of travel.
  9. Paper tickets must be presented in hard copy; digital copies, photos, or scans are not accepted.
  10. If a passenger is unable to show valid proof of payment or make payment at the time of boarding, the driver is entitled to refuse travel.
  11. Payment (including season tickets) is non-transferrable.
  12. Receipts will not be issued for single fares, bus pass validations, or contactless tap-on tap-off payment.
  13. Some discounted fares may require a specific method of payment such as cash fares, tap-on tap-off payment, or loyalty programmes through an app. CommMiniBus reserves the right to make the final decision on the applicable fare and accepted payment method.

1.2 Digital tickets

  1. Account & visibility: Digital tickets are stored in the purchaser’s account and show an expiry date. Expired tickets may be visible in a “recently expired” view. This does not create a right to a refund.
  2. Activation: Tickets must be activated before boarding, if required. Once activated, a ticket becomes time-limited and cannot be paused, reversed, exchanged, or refunded.
  3. Unactivated/expired: Tickets that are unactivated or expire before activation are non-refundable.
  4. Device responsibility: Passengers are responsible for having a working device with sufficient battery, current app/OS versions, correct date/time settings and (where required) connectivity to activate and display tickets. Inability to show a ticket for these reasons is not refundable.
  5. Connectivity: An internet connection is required to activate tickets. Longer-duration tickets may need periodic reconnection to remain valid. Lack of connectivity does not entitle a refund.
  6. Inspection & scanning: If QR or barcode scanning is unavailable, drivers may use alternative in-app security features to verify validity. Failure to scan alone does not entitle a refund.
  7. Non-transferability & misuse: Tickets are linked to the purchasing account and may be locked to the device on which activation occurred. Screenshots or photos are not valid. Tickets invalidated by sharing or misuse are not refundable.
  8. Gifting & transfers: Where a ticket was intended as a gift or needs transferring, unactivated tickets may be transferred at CommMiniBus’s discretion. Activated tickets will only be transferred with operator approval. Refunds are not issued for gifting or address errors.
  9. Payment pending/failed: If no ticket appears but a bank shows a charge, this may be a pending or reversed payment managed by the bank. These are not funds held by CommMiniBus and are not refundable by us. For immediate travel, please purchase another ticket.
  10. Supported devices: Use of devices or operating systems outside the app’s supported list is at the passenger’s risk and is not refundable.
  11. App/system outages: If a verified outage prevents activation or inspection, we will provide reasonable assistance (e.g. alternative validation or later verification). This does not create a right to a refund; any remedy is at our discretion.
  12. Misuse, chargebacks and fraud: Where discounted/concession tickets are used without eligibility, or tickets are shared, altered or otherwise misused, or where a chargeback, unauthorised purchase or suspected fraud is identified, CommMiniBus may block the ticket and suspend or close the user account, without refund. We may recover unpaid fares and withdraw access to discounted products. Accounts involved in payment disputes may remain suspended until the dispute is resolved.
  13. Receipts: Purchase receipts are emailed; duplicates can be requested via in-app support. This does not affect refund eligibility.

1.3 Refunds

  1. Single fares, day tickets, and multi-journey tickets are non-refundable, including in cases of:
    • Service delays
    • Service cancellations
    • Route changes
    • Disruptions beyond our control (e.g., traffic, weather, breakdowns)
  2. Season tickets and weekly passes purchased on the bus are also non-refundable once purchased, regardless of usage.
  3. No refund will be given for lost, stolen, or damaged tickets or passes.
  4. Eligibility & discounted tickets: Concessionary or discounted tickets (e.g. U19, Child, Student, Senior, Disabled, Employer Schemes) are valid only for passengers who meet the stated criteria and can present acceptable proof on request. If eligibility cannot be shown, the ticket is invalid, travel may be refused or the full adult fare may be charged, and the discounted ticket will not be refunded. Repeated or deliberate misuse may result in recovery of unpaid fares and exclusion from future concessions.
  5. CommMiniBus is not liable for any consequential costs or losses (e.g., missed appointments, missed connections) due to service delays or disruptions.

1.4 Fraud

  1. CommMiniBus takes fare evasion and fraud seriously to protect the integrity of our services and the fairness to all paying passengers.
  2. Fraudulent behaviour includes (but is not limited to):
    • Using another person’s concessionary or student pass
    • Using counterfeit tickets or passes
    • Tampering with ticket QR codes, dates, or validity periods
    • Providing false information to obtain discounted or free travel
  3. Using, possessing, or attempting to use any counterfeit, altered, or fraudulent ticket, pass, or proof of payment is strictly prohibited and constitutes a criminal offence.
  4. Any suspected fraud, including the use of another person’s pass without authorisation, will be reported to the police for investigation and potential prosecution.
  5. Any ticket or pass found to be fraudulently obtained or used will be confiscated without refund.
  6. We reserve the right to refuse travel to any passenger suspected of fare evasion or fraudulent activity. No customer will be permitted to use a ticket, which has:
    • been damaged, mutilated or defaced;
    • been issued for use by another person on terms that it is not transferable;
    • expired; or
    • in the reasonable opinion of the driver or a Company official, been obtained fraudulently.

2. Passenger Behaviour and Conduct

Passengers are expected to behave in a way that ensures the safety, comfort, and welfare of others on board, including fellow passengers, the driver, and any other staff. Any behaviour which causes distress, nuisance, inconvenience, or risk to safety is not acceptable.

2.1 Expected Standards of Behaviour

  1. Examples of prohibited behaviour include, but are not limited to:
    • Playing music, videos, or other media without the use of headphones.
    • Using abusive, offensive, threatening, or aggressive language.
    • Engaging in anti-social behaviour, including bullying, harassment, or intimidation.
    • Placing feet on seats.
    • Spraying deodorants, perfumes, or any other aerosols while on board.
    • Littering, spitting, or intentionally causing mess on the bus.
    • Obstructing aisles, exits, or priority areas with luggage, bags, or other items.
    • Standing unnecessarily near the driver while the bus is in motion.
    • Unnecessarily pressing the stop bell or interfering with safety equipment.
    • Distracting the driver or attempting to communicate with the driver while the vehicle is in motion, unless in an emergency.
  2. Passengers must respect the authority of the driver at all times and comply with any reasonable instructions given for the safety and smooth running of the service.
  3. Failure to meet these expected standards of behaviour may result in:
    • Immediate refusal of travel or removal from the vehicle.
    • A temporary or permanent ban from CommMiniBus services.
    • Referral to the relevant authorities, including the police or schools.

2.2 Alcohol, Drugs, Smoking, and Unlawful Behaviour

  1. Passengers must not engage in any behaviour that is illegal, dangerous, or creates a serious safety risk to themselves, other passengers, or staff. This includes, but is not limited to:
  2. Alcohol
    • Drinking alcohol or carrying open containers of alcohol is strictly prohibited on CommMiniBus vehicles.
    • Passengers who are intoxicated may be refused boarding or required to leave the bus.
  3. Illegal Drugs
    • The possession or use of illegal substances on board is strictly prohibited.
    • Anyone suspected of being under the influence of drugs may be refused travel and reported to the police.
  4. Smoking and Vaping
    • Smoking, including e-cigarettes and vaping devices, is strictly prohibited on board in accordance with UK law.
  5. Criminal and Dangerous Acts
    • Physical or verbal abuse towards staff or passengers.
    • Vandalism, theft, or damage to the vehicle.
    • Tampering with safety equipment, emergency exits, or controls.
    • Any conduct which endangers the safe operation of the vehicle.
  6. Failure to comply may result in immediate removal from the bus, a travel ban, and referral to the police for potential prosecution.
  7. These measures are in place to protect the safety of all passengers and staff.

3. Right to Refuse Travel

3.1 Grounds for Refusal

  1. CommMiniBus reserves the right to refuse travel or require a passenger to leave the vehicle immediately in the following circumstances:
    • The passenger is unable or unwilling to pay the fare or present valid proof of payment when requested.
    • The passenger fails to comply with these Conditions of Carriage or with reasonable instructions given by the driver.
    • The passenger is intoxicated, under the influence of drugs, or in possession of open containers of alcohol.
    • The passenger’s conduct is disruptive, abusive, threatening, offensive, or dangerous.
    • The passenger’s behaviour or presence poses a risk to the safety, comfort, or welfare of other passengers, the driver, or the general public.
    • The passenger refuses to comply with safety requirements, such as wearing a seatbelt where fitted.
    • The passenger is in possession of illegal substances or offensive items.
    • The passenger obstructs the vehicle’s operation or misuses emergency equipment, exits, or controls.
    • The passenger is in breach of any applicable law or regulation relating to public transport.
  2. In such circumstances, the driver’s decision is final. CommMiniBus is not responsible for any costs or inconvenience incurred as a result of refusing a passenger travel under these grounds.

3.2 Withdrawal of Service

  1. CommMiniBus reserves the right to impose temporary or permanent travel suspension on any passenger who repeatedly breaches these Conditions of Carriage or whose behaviour puts at risk the safety, comfort, or welfare of other passengers, staff, or the general public.
  2. Where a permanent suspension is being considered, CommMiniBus will normally notify the passenger in writing. For students, this notification will also be sent to the parent or guardian and, where applicable, to the relevant school.
  3. Once suspended, a passenger will not be permitted to board any CommMiniBus vehicle for the duration of the ban. Drivers will be informed of the names and usual boarding locations of any banned passengers.
  4. In the case of student passengers, reinstatement of travel in a future school year may require the student to be accompanied by a parent or guardian for their first journey and, where appropriate, greeted at school by a responsible adult.
  5. CommMiniBus reserves the right to suspend a passenger without prior warning where the conduct is considered serious enough to justify immediate exclusion.
  6. Passengers who have been suspended are responsible for making alternative travel arrangements at their own cost.

3.3 Parental Responsibility

  1. It is the responsibility of parents and guardians to ensure that their child understands and complies with these Conditions of Carriage. This includes ensuring their child behaves safely and appropriately while using the bus and is aware of the consequences of breaching the rules.
  2. Parents and guardians are also responsible for ensuring their child has valid means of payment for travel and understands how to behave respectfully towards drivers, other passengers, and staff.
  3. Where a child’s behaviour causes repeated disruption or raises safety concerns, CommMiniBus may require the child to be accompanied by a parent or guardian in order to use the service. Failure to comply with this may result in a ban from the service.
  4. CommMiniBus may liaise with schools and parents to address any issues of concern, but reserves the right to withdraw travel without further consultation where necessary to protect the safety and welfare of others.

4. Service Operation, Liability, and Delays

4.1 Service Disruption

  1. CommMiniBus will make every reasonable effort to operate services in accordance with published timetables. However, the company cannot guarantee that services will operate on time or at all.
  2. Services may be delayed, diverted, or cancelled without notice due to factors beyond our control. These include, but are not limited to, severe weather, road closures, traffic congestion, accidents, breakdowns, driver illness, industrial action, and instructions from police or local authorities.
  3. CommMiniBus accepts no liability for any loss, inconvenience, or additional costs incurred by passengers as a result of delays, missed connections, cancellations, or any other service disruption, whether or not it is within the company’s control.
  4. In the event of disruption, CommMiniBus will take reasonable steps to minimise inconvenience to passengers, but no refunds, compensation, or reimbursement for consequential losses will be provided unless required by law.

4.2 Liabilities

  1. CommMiniBus will not be liable for any loss, damage, or injury sustained by passengers or their property while using our services, except where such liability cannot be excluded by law.
  2. Passengers are responsible for their own safety and the safety of their personal belongings at all times while on board. This includes taking reasonable care when boarding, alighting, and moving within the vehicle.
  3. CommMiniBus accepts no liability for loss or damage to property left on the bus, whether by negligence or otherwise. Any property found will be handled in accordance with our lost property policy.
  4. CommMiniBus does not accept liability for any consequential losses or expenses incurred by passengers as a result of delays, missed connections, cancellations, diversions, or any other disruption to the service.
  5. Nothing in these Conditions of Carriage limits or excludes CommMiniBus’s liability for death or personal injury resulting from our negligence, nor any other liability which cannot legally be limited or excluded.

5. Accessibility and Assistance Animals

5.1 Priority Seating

  1. Priority seating is provided for disabled passengers, elderly passengers, and those with mobility difficulties. These seats should be offered to passengers who need them when requested. Where space is provided for wheelchair users, this area must be made available whenever required. Passengers occupying this area with prams, buggies, or luggage must vacate the space if it is needed by a wheelchair user. In accordance with the Equality Act 2010, CommMiniBus reserves the right to refuse travel to any passenger who refuses to cooperate with this requirement.
  2. Where a passenger requires time to safely board, alight, or position a wheelchair within the priority area, the driver will allow reasonable time for this to happen. In exceptional cases, CommMiniBus may delay departure to ensure safe boarding or alighting.

5.2 Assistance Animals and Other Animals

  1. Recognised assistance dogs are permitted to travel at all times and must be allowed access to any part of the vehicle necessary for the passenger’s journey. Assistance dogs should be clearly identifiable, such as by wearing an assistance dog harness or lead.
  2. Other animals may be permitted to travel at the driver’s discretion. Where permitted, animals must be kept under control at all times, remain on a lead or within a suitable container, and must not cause a nuisance or danger to other passengers. The driver reserves the right to refuse travel to any animal that appears aggressive, disruptive, or likely to cause discomfort to other passengers.

6. CCTV and Data Protection

6.1 CCTV Usage

  1. For the safety and security of passengers, staff, and the general public, CommMiniBus operates CCTV on its vehicles. Audio recording may also take place where necessary for security or evidence purposes.
  2. CCTV and audio recordings are used for the purposes of crime prevention, investigation of incidents, monitoring conduct, ensuring compliance with health and safety, and protecting the welfare of passengers and staff. Footage and recordings may be shared with law enforcement, insurance providers, schools, or other authorised bodies when required by law or in connection with the investigation of incidents.
  3. All recordings are stored securely and retained for a limited period in accordance with our Data Protection Policy before being automatically deleted, unless they are required as evidence for an ongoing investigation or legal proceedings.
  4. Notices advising passengers of the use of CCTV and audio recording are displayed on our vehicles in accordance with data protection legislation.

6.2 Personal Data (Bookings, Apps, Tickets)

  1. CommMiniBus collects and processes personal data from passengers in connection with bookings, ticketing, app usage, customer enquiries, and service feedback. This data may include names, contact details, payment information, journey details, and any other information necessary for the administration of our services.
  2. Personal data is collected and used only where necessary for the purposes of providing transport services, managing accounts, processing payments, handling enquiries or complaints, ensuring safety and security, and complying with legal obligations. We will not share your personal data with third parties except where required by law, for fraud prevention, or in the event of an incident where sharing is necessary for investigation or legal proceedings.
  3. Our processing of personal data complies with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Full details of how we collect, use, and protect personal data can be found in our Privacy Policy at: https://cmbus.org/privacy-policy.

6.3 Your Rights Under Data Protection Law

  1. Under data protection law, passengers have certain rights regarding their personal data, including the right to:
    • request access to the personal data we hold about you
    • request correction of any inaccurate or incomplete data
    • request deletion of data where there is no lawful basis for its continued processing
    • object to or restrict certain types of processing
    • request the transfer of your data to another service provider where applicable
  2. Requests to exercise these rights should be made in writing to info@cmbus.org. We will respond to all valid requests in accordance with our legal obligations and within statutory timescales.

7. Complaints and Feedback

For any concerns, please contact:
📧 info@cmbus.org
📞 0333 188 0591

We welcome feedback and aim to investigate all complaints thoroughly and fairly.

By travelling with CommMiniBus, you agree to comply with these Conditions of Carriage. Failure to do so may result in refusal of service, exclusion from travel, or legal action where appropriate.