1.1. These terms and conditions are applicable to all enquiries made to CMAC from a quote to a confirmed booking.
1.2. The hirer is responsible for the booking and for all actions and decisions of all the passengers on board including any additional costs incurred by CMAC in performing the contract.
1.3. CMAC will act on the instruction of the hirer only, or someone with the relevant job number. The hirer should therefore supply CMAC with all information related to the booking.
1.4. The hirer is deemed to have accepted these terms and conditions on booking and payment of the deposit.


2.1. Quotations are given based on the express instructions from the hirer.
2.2. The route used will be at the discretion of CMAC unless it has been particularly specified by the hirer, in which case it will be clearly shown on the confirmation.
2.3. Quotations will expire 14 days’ after issue unless otherwise notified.
2.4. A quote will no longer be valid and will be subject to a re-quote if there are any changes to the requirements such as:

2.4.1. Information added
2.4.2. Journey amended
2.4.3. Distance altered
2.4.4. Size of vehicle altered
2.4.5 Additional pickups/ drop offs added

Use of the Vehicle

3.1. The vehicle will not be available for the hirers use between the outward and return journeys unless this has been agreed on booking in writing.
3.2. It will not remain at the destination for the hirer’s use unless this has been agreed in writing.
3.3. Use of the vehicle between the journey times and the vehicle staying at a certain location may incur additional charges.

Route and Time Variation

4.1. CMAC reserves the right to levy additional charges for additional mileage or timing to that agreed.
4.2. CMAC will suggest a pickup time in order to reach the destination at a particular time however the hirer is responsible for confirming the time and will have liability for the allocation of the time.
4.3. CMAC will hold no liability or responsibility for late arrivals if the hirer chooses to change the pickup time and subsequently does not have sufficient time to reach their destination.
4.4. If the hirer and its passengers are late for either pickup they will be liable for waiting time charges.
4.5. The hirer must inform CMAC at the time of booking, or as soon as they become aware, of any accessibility issues, roadworks or anything else that may affect the route.
4.6. The driver has no additional duties other than those expressly stated in the booking confirmation. There should be no requests for additional pickups and drop offs as these will not be accommodated unless prior agreement and payment with CMAC.

Breakdowns and Delays

5.1. In the event of a breakdown or a vehicle failing to turn up CMAC will provide a backup vehicle to complete your journey.
5.2. Where unexpected traffic congestion or road closures occur CMAC will not be liable for any loss or inconvenience occurred.
5.3. If the hirer fails to inform CMAC of any accessibility issues, roadworks or other issues affecting the route that the hirer is reasonably expected to be aware of CMAC will not be liable for any delays due to these.
5.4. Timings for the journeys should be made to account for any reasonable, unexpected delays that may occur.
5.5. Long journeys of over 2.5 hours may have a short comfort break accounted for in the timing of the journey.
5.6. If you wish to have a comfort break but have not requested one at the point of quotation and booking you will risk delays at your own liability.
5.7. CMAC will not be liable for any costs or losses incurred through missed events/ occasions caused by delays or lateness due to passenger faults e.g. insufficient time to reach destination, road works in the immediate area of the pickup location, passengers being late arriving to vehicle on rest breaks or departure etc.

Drivers Hours

6.1. A coach driver will require 45 minutes break after 4.5 hours driving.
6.2. Please note where traffic or delays occur this may interrupt with drivers’ hours where breaks must be taken.
6.3. For a full review of the rules to ensure how this will fit into your journey please have a look over the following link: https://www.gov.uk/guidance/drivers-hours-passenger-vehicles

Seating Capacity

7.1. CMAC will agree the vehicle size with the hirer at booking.
7.2. The hirer must not load the vehicle beyond this capacity.

Prohibited Items

8.1. No animals will be allowed in the vehicle [with the exception of assistance dogs which CMAC must be notified of prior to the journey]
8.2. No weapons of any kind must be carried on the vehicle, including but not limited to:

8.2.1. Knives
8.2.2. Firearms
8.2.3. Explosives [e.g. fireworks]

8.3. Excessive, oversized baggage will not be carried in the vehicle.


9.1. Written confirmation is the acknowledgement of a hiring or a subsequent alteration to its requirements
9.2. The hirer must sign and return the confirmation.
9.3. It is imperative that the booking confirmation is checked, signed and returned to ensure that all the details CMAC have are correct.
9.4. In the event the hirer does not return the booking confirmation but pays the full amount of the booking CMAC will work under the premise that the details on the confirmation are correct.
9.5. Once confirmation has been sent it is at the hirers liability if any information is incorrect and not remedied.

Cancellation by Hirer

10.1. If the hirer wishes to cancel the transport, the following scale of charges will apply in relation to the total hire charge:

10.1.1. 10 days or more – 50% of hire
10.1.2. 6-9 days before – 60% of hire
10.1.3. 3-5 days before – 70% of hire
10.1.4. 1-2 days before – 80% of hire

10.2. Any cancellations on the day of the travel will be non-refundable.
10.3. Any tickets or requirements purchased in addition to coach travel will not be refundable.
10.4. Deposits will not be refunded.


11.1. Where appropriate, refunds will be processed onto the card that payment was made from or an alternative arrangement will be made.
11.2. Refunds are limited solely to travel arrangements.
11.3. Refunds can take up to 5 working days to appear in your account.
11.4. Refunds will not always be applicable as outlined in section 10.

Force Majeure

12.1. In the event of any severe emergency, include war, riots, fire, flood, hurricane, typhoon, earthquake, lightning, explosion, strikes, lockouts, slowdowns, prolonged shortage of energy supplies, and acts of governmental action or any other event prohibiting or impeding any party from performing its respective obligations under the contract then CMAC will have no liability for failure to perform its actions.
12.2. CMAC will return the customer all money for unperformed travel services only due to the above events. CMAC will not be liable for, although may use its reasonable endeavours for, sourcing alternative travel.

Vehicles Provided

13.1. CMAC reserves the right to provide vehicles with a higher capacity at no extra charge on the journey.
13.2. If more passengers are added on the journey an additional charge may be added.
13.3. CMAC reserves the right to change and substitute a vehicle.
13.4 CMAC will always provide a vehicle to the specifications agreed on booking.

Package Travel

14.1. Where the hirer organises the transport as part of a Package Travel, Package Holidays and Package Tour then they will be required to comply with Package Tours Regulations 1992.
14.2. The hirer is expected to be aware of and comply with all aspects of these regulations as CMAC holds no responsibility or liability for breaches of these regulations.

Passenger’s Property

15.1. All luggage is the responsibility of the hirers. CMAC will not be liable for loss or damage to luggage unless such damage was caused by the driver’s negligence.
15.2. Where damage or loss is caused by drivers’ negligence then CMAC will be liable up to a maximum of £50 per bag with an overall limit of £100. It is the hirers responsibility to ensure luggage worth over this amount is insured separately for loss and damage.
15.3. The hirer is responsible for getting the luggage in and out of the vehicle. The driver is under no obligation to assist although they may do.
15.4. The amount of luggage that CMAC can fit in the vehicle does no way coincide with the amount your destination may allow e.g. airline, cruise terminal, hotel room.
15.5. You must inform CMAC at the earliest possible time if you have any luggage. You must outline to CMAC how much luggage you have.
15.6. If you have not informed CMAC before your departure CMAC will have no liability for any luggage that will not fit.
15.7. Luggage must not be stored in the same area as where passengers sit.
15.8. Luggage must not be placed on seats or in footwells, it must be in the allocated holder only.
15.9. You must inform CMAC if you plan to return with more luggage than what you took on your outbound journey.
15.10. CMAC will not be responsible for any items left in the vehicle.

Conduct of Passengers

16.1. The driver is responsible for the safety of the vehicles at all times and as such may remove any passengers whose behaviour is deemed to be causing a risk.
16.2. Passengers must at all times act in a polite, respectful manner.
16.3. Any hate crime whatsoever, including but not limited to sexism and racism will strictly not be tolerated.
16.4. If it is reported of the above occurring the driver will be under no obligation to continue the journey.
16.5. The hirer will be liable for any damage the passengers may cause to the vehicle.
16.6. Where the hire is to a sporting event, the hirer should be aware of the legal requirements relating to alcohol, contained in the Sporting Events [Control of Alcohol] Act 1985 and other conditions relating to the event travelling to.

Liability for Injury

17.1. CMAC will not accept any liability for damage, injury or loss for any passenger that behaves in a negligent way e.g. standing up in their seats, unbuckling seatbelts whilst the vehicle is in motion, walking up and down the coach whilst the vehicle is in motion.


18.1. All feedback is encouraged whether negative or positive.
18.2. Complaints must be sent within 5 days of the completion of the journey [or 5 days of your return] where reasonable.
18.3. Complaints must be sent in written format either to:

18.3.1. customerfeedback@cmacgroup.com or;
18.3.2. Suite 1, The Globe Centre, St James Square, Accrington, BB5 0RE

18.4. CMAC will acknowledge all complaints within 14 days and will normally reply fully within 28 days.


19.1. No poster, banner or notice is to be displayed on any vehicle without the written consent of CMAC.

Refreshments and Alcoholic Drinks

20.1. Food and drink [including alcoholic beverages] may not be consumed in the vehicle without prior written consent from CMAC.
20.2. If a vehicle is fitted for the purpose of food or drink, then it may be allowed however all rubbish must be cleaned up by the passengers after use.
20.3. Where litter or dirt is left behind a cleaning charge may be passed on to the hirer.


21.1. Up to 7 days before the journey CMAC reserves the right to pass on the increase in costs of fuel, taxes, currency change, road tolls and any other cost that will have an adverse effect on the cost of performance of the services.
21.2. These will be limited to reasonable cost increases where there is a substantial change.

Waiting Times

22.1. In the event of a delay, where reasonable, the hirer should inform CMAC at the earliest possible time.
22.2. There will be an additional charge for excessive waiting time.
22.3. If the hirer is aware the passengers will be late then they must call CMAC who will be entitled to take payment for waiting time to hold the vehicle for the later departure time.
22.4. If there has been no contact within 45 minutes of the expected departure time the vehicle will be stood down and you will bear the costs of an additional vehicle after this time.

Intellectual Property

23.1. All trademarks, copyrights and any other intellectual property created and distributed by CMAC will remain the property of CMAC and its parent company CMAC Group.


24.1. Both parties shall keep confidential, and continue to keep confidential all information obtained from the other party in connection to the services and shall not divulge the same to any third party with the exception of information:

24.1.1. Already in the public domain;
24.1.2. Already in your possession;
24.1.3. Obtained from a third party who is free to divulge the same; and/or
24.1.4. Required to be disclosed by law or a competent regulatory authority.

Data Protection

25.1. CMAC shall comply with the provisions of the Privacy Legislation. CMAC will act as the data processor of any information passed to them from the hirer.
25.2. CMAC will only process the personal data to the extent strictly necessary for the purposes of providing the services, and otherwise in accordance with the Hirers instructions;
25.3. CMAC will acquire no rights in the Personal Data and on the Hirers demands will return or destroy/ permanently delete from its information systems all copies of such personal data;
25.4. CMAC will maintain appropriate technical and organisational measures against unauthorised or unlawful processing of the Personal Data and against accidental loss or destruction of such;
25.5. CMAC will not transfer any of that Personal Data out of the European Economic Area or to any third party except in the performance of the services as strictly required.

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