Booking Basics
Reserving Your Seat
Wondering how our booking process works? From holding your seat online to visiting our office and bringing the documents, here's what you need to know before you travel with us.
Once you book online, your seats are held provisionally for 48 hours from the exact timestamp of your reservation. To secure your booking permanently, the primary passenger must personally visit our registered office in North Somerset within this window and complete payment in cash, as required by our booking procedures.
If the primary passenger fails to visit our registered office within the 48-hour window, the booking is automatically classified as a no-show. Your temporary reservation is then fully dissolved without liability, and the previously held seats are released back into our general public availability for other travellers to book instead.
Every passenger must carry valid government-issued identification on the day of travel, such as a valid passport or a UK photographic driving licence. Our onboard staff check these documents carefully before departure, so please have yours ready. Without valid identification, boarding will be denied and no refund entitlement will apply.
Our dedicated support team is available via our website contact page for any booking queries. Our administrative staff respond between 10am and 5pm Greenwich Mean Time, Monday to Friday. Messages received outside these hours will be addressed promptly during our next available business session, usually within one working day maximum.
Refund Details
Cancelling Your Trip
Plans change, and we completely understand that. Here's a clear breakdown of our cancellation policy, refund timelines, and liability terms, so you always know exactly where you stand with us.
You're free to cancel your booking at any point right up until the actual day of travel. If you cancel 24 hours or more before your scheduled departure, you'll receive a full refund. Cancellations made on the day of travel itself will incur a 50% deduction from your original payment.
Once your cancellation is approved, our administrative team requests your bank details to process an electronic bank transfer. We initiate this transfer within 24 hours of receiving your details. However, the funds may take up to 7 business days to appear in your account, depending on your bank's processing times.
Our liability is limited to the total amount paid for your specific booking. We exclude liability for indirect losses, missed connections, or personal property damage during travel. We're also not responsible for disruptions caused by unpredictable events, such as severe weather, road closures, or sudden regulatory changes beyond our control.
If you fail to present valid government-issued identification, such as a passport or UK driving licence, on the day of travel, your journey is classified as a cancelled booking due to passenger default. In this situation, boarding is denied entirely, and unfortunately, no refund entitlement applies under our stated terms.