T’s and C’s

Terms and Conditions

Below’s terms and conditions are applicable to any person who hires our coach services or chauffeur services, whether a contract for hire has been established verbally, or in writing by Symphony.

  • Quotations
    • Our Quotations are based on lead time, coach size, vehicle type, the most direct routes (*unless specified by the hirer) and the information provided by the hirer. All our quotations are valid for 21 days from the date of issue, unless otherwise specified.
    • Please note, Symphony reserves the right to apply any fuel levy surcharges that may apply to the hire or period of hire covered by the initial quotation.
    • The quotation price does not include charges for tolls, city permits, ferry transfer charges, Driver facility charges on tours more than one day (*refer condition 10) and any other applicable charges. Please refer to condition.
  • Use of Vehicle
    • The use of vehicle is at the discretion of Symphony. The hirer cannot assume use of the vehicle between outward and return journey, nor to remain at destination for hirers use unless previously agreed with the company.
  • Reservations and Payments:
    • A full pre-payment is required before the beginning of the hire, unless the hirer is on credit terms with Symphony.
    • Any deposits and balances must be paid within the agreed time, unless Symphony have agreed to extend the final payment date.
    • Payments can be made by cash, cheque, credit card, and bank transfer. Please note, payments by bank transfers are applicable for hires commencing at least 12 working days of UK Banks. Payment by credit card may incur an additional 5% surcharge.
    • In the event of any emergency, or of any action by the hirer to vary the agreed conditions, the company may, by returning all monies paid and without further or other liability cancel the contract.
  • Cancellations:
    • Cancellations by the Hirer:
      • Any cancellations must be informed verbally by contacting over telephone, followed by a confirmation in writing, fax or email.
      • Cancellation refund is based on the following:
      • 7 Days or more –  100%
        Less than 7 days but more than 48 hrs – 75%
        Less than 48 hrs but more than 24 hrs – 50%
        24 hrs or less – none

Please note, the cost of any additional services or for any other facilities which have been purchased by Symphony at the request of the hirer will be charged accordingly along with any further administration charges incurred by the company.

  • Cancellations and Liability for circumstances beyond control of Symphony:
    • Symphony shall have no liability for any delayed services or failures of services, caused by a circumstance beyond our reasonable control. The circumstances beyond our reasonable control such as: war or threat of war, accidents causing delays on the service route, unforeseen traffic delays, strike/ industrial action, riot or local disturbance or unrest, problems caused by other customers, exceptional severe weather conditions, compliance with requests of the police, customs or other government, officials and security services, deaths and accidents on the road, vandalism and terrorism, the coach being held or delayed by a police officer, customs official or governmental official, approval of relevant governmental department of the countries concerned being refused on grounds of national security etc, bankruptcy, insolvency or cessation of trade of any carrier used by us including cross-channel carrier, and other circumstances affecting passenger safety.
    • Please note, in the event of any of above conditions or any other situations beyond the control of Symphony, we reserve the right to dissolve the contract and a full refund, not exceeding the amount of the hire; will be issued and without further or other liability, cancel the contract.
    • Please note ferry transfers are booked in advance and are non refundable. If Hirer claiming for refund of a tour which involved ferry transfer, the cost for ferry transfer cannot be refunded for above reason.
  • On Board Symphony Coaches & Symphony Chauffeurs:
    • Once the journey commences, symphony’s driver unless previously specified will maintain the right to decide the route to be taken, with considerations given to weather, road closures, road accidents, and traffic congestion.
    • The driver is subject to EC 561/2006 driving regulations and these must be strictly adhered to at all times.
    • The hirer is responsible for the punctuality of all passengers, and the company is not liable for anyone arriving or returning late, and thereby missing the coach.
  • Vehicles:
    • Symphony reserves the right to provide a larger vehicle than the specified at no extra charge.
    • Symphony reserves the right to substitute other vehicles of similar quality, including those of other operations, for all or part of the hiring.
    • Please note that between the outward and return journey, the vehicle may be used by Symphony for other purposes/tasks, and the hirer may not presume the use of the vehicle apart from the transit.
    • Please note that the total seating capacity of the vehicle must not be exceeded at any given time and standing without a seat is strictly illicit due to safety reasons.
  • Health and Safety On Board Symphony’s Vehicles:
    • Our professional drivers ensure that you have an excellent experience and are responsible for the safe carriage of passengers on board. The drivers hold the authority to refuse entry or further carriage if any passenger/passengers violate statutory regulation.
    • Conduct of the passengers and any damages to the vehicle caused by passengers is hirer’s responsibility.
  • Insurance:
    Symphony highly recommend the hirer or individual passengers to obtain personal travel insurance, save for negligence, the company’s liability is limited. Insuring all the items for loss, damage is hirer’s responsibility and we do not have any liability.
  • Luggage Capacity:
    • Symphony has diversity in its fleet and hence the luggage storing capacity varies according to the size of vehicle. On an average two medium size suitcases (each not exceeding 20 KG) and one small hand bag is permitted per person.
    • Handling of luggage is the passenger’s responsibility.
    • Symphony will not be responsible or liable for any theft or damage to properties of passengers travelling on the vehicle
  • Facilities for the driver by hirer for touring exceeding one day:
    If the itinerary involves touring for more than one day, the hirer needs to make below arrangements for the driver:

    • Single room private accommodation in a hotel
    • Parking charges for the coach. If the available parking is beyond one mile radius from the hotel, the hirer needs to pay for driver’s transportation between hotel and coach.
  • Complaints
    Symphony is committed to provide an exceptional service and ensure hirer’s have a safe journey. However, in the unlikely event of a complaint against Symphony’s services, the hirer should send the details of the complaint to us via email or post; within 7 days of the hire. Symphony will aim to resolve any complaint within 14 days of reciept.
  • Signage and Posters:
    If hirer wishes to apply any signage, posters, flags, notices, or pictures on the coach, a written consent must be obtained from Symphony at the time of booking.
  • Food and Beverage:
    • Consumption of hot beverages and alcohol is strictly forbidden on board Symphony’s Vehicles, unless agreed beforehand.
    • Consumption of food is permitted only on prior agreement with Symphony.
  • Drugs:
    Please note that the carriage and/or use of non prescribed drugs are strictly forbidden whilst travelling on the company’s vehicles.
  • Wheelchair:
    Depending up on the size of the coach, we can accommodate foldable, light weight wheel chairs as a part of the main luggage. Please note that hirer must inform in advance if any passenger wishes to carry any electronic wheel chair due to storage restrictions. Please note that weight, loading, and carriage restrictions are applicable.
  • Animals and livestock
    We accept assistance/guide dogs on all of our services but other than this we regret that no other animals are permitted.
  • Refund:
    • Claim from the passenger: A refund will be processed only up a formal claim by you and you are required to produce satisfactory documents for proof of identity, and purchase of ticket.
    • Claims After the journey: You must claim your refunds no later than 14 days from the date of travel of the journey. Symphony is not obliged to process any refunds for the claims made after 14 days of the date of journey.
    • Processing time: Up on approval and agreement, all the refunds will be processed within 28 days from the approved date.
    • The refund will be made in cash, bank transfer or by cheque at our discretion.

Symphony Chauffeurs Ltd are committed to delivering excellent customer service. This customer services policy demonstrates our commitment in practice, and determines what our customers can expect from us and what we expect from our customers. As a coach hire company we provide a wide range of services across many different locations to different people and organisations and it is important that everyone receives the same high quality response.

Our promise to you
We are committed to promoting access to our services and offering choice wherever possible in the services we provide. Our staffs are responsible for providing an efficient, caring and professional service.

Our Customer Service guidelines for complaint resolutions
In an unfortunate event of any issues occurring with our service quality, we aim to act fairly and consistently with our customers so as to resolve any issue reasonably and as soon as possible.

Subject to this, please find below our current statement of resolutions to possible complaints, by type. Please note that this statement is for guideline purposes only and any individual resolution is subject to the discretion of Luxury Transport Ltd ‘s management. Please note that this statement may change at any time, without notice. The liquidated damages noted below are usually in full and final settlement of any existing claim; however this does not affect your statutory rights.

 

No

Complaint Type

Subject Types

Voucher/

Value

(%)

Refund

1

Late Coach Pick-Up Or return pick up Under 30 mins for any reason except traffic conditions

V

£25

Between 30 & 60 mins for any reason except traffic conditions

V

£50

Between 60 & 120 mins for any reason except traffic conditions

R

10%

Between 2 & 4 hours for any reason except traffic conditions

R

15%

4 hours + for any reason except traffic conditions

R

20%

Late due to wrong information from client/broker. Symphony not at fault

2

Coach Breakdown Made own way

R

  50%
Late but client still took coach – Under 30 mins

V

£25

Late but client still took coach – Between 30 & 60 mins

V

£50

Late but client still took coach – Between 60 & 120 mins

R

10%

Late but client still took coach – Between 2 & 4 hours

R

15%

Late but client still took coach – 4 hours +

R

20%

3

Wrong Vehicle Size Vehicle too small – Symphony at fault

R

25%

Vehicle too big – Symphony at fault however no extra charge

Vehicle too big – Lack of client information on usage

6

Coach Toilet Problems No toilet – Pre-agreed

No toilet – Not agreed

R

£25

Toilet locked – No access

R

£25

Toilet smelly

Toilet not flushing

7

Coach Aircon Problems No Aircon

V

£30

Aircon not good enough

V

£25

Aircon broken

R

£50

8

Coach Cleanliness Inside coach cleanliness

V

£25

Outside coach cleanliness

9

Available Luggage Space Not enough luggage space

Inappropriate luggage space

10

Coach not colour promised

11

No 3-Point seatbelts Agreed by Symphony but not organised

V

£25

No 3 Point Seat belt – Pre-Agreed

12

Itinerary not adhered to Not followed confirmed itinerary

R

£50

Not followed requested (not confirmed) itinerary

13

Driver does not have itinerary Confirmed.  Symphony at fault.  Itinerary not followed

R

£50

Confirmed.  Symphony at fault.  Itinerary followed

14

Driver does not carry out verbal amendments

15

Driver breaks At pick up point

On route to destination

16

Driver has no SATNAV/lack of knowledge

17

No Coach Availability (Cancelled by us)

R

100%

18

Coach Trip cancelled by client (Refund) In Accordance to clause 4.1

19

Rude Driver

V

£25

20

Driver not having appropriate dress

22

No Show Symphony at Fault

R

100%

Amendments not informed to Symphony. Symphony not at Fault

Sub hired job BY Symphony. Sub hired supplier at fault.

R

100%

23

Coaches not by Symphony Please note the Symphony reserves the right to sub-hire a coach from other coach providers in an event of unavailability, breakdown or peak seasons. In such events, Symphony will ensure that the coaches are of similar category and will not be liable for any compensation or refund.

24

No Driver’s number -Please note that we do not disclose driver details under any circumstances.

25

Rude Symphony Coaches Staff

26

Accounts too aggressive

27

No second driver

28

Additional Charges

29

Dispute with Broker

TBA

TBA

30

No of vehicles supplied incorrect

TBA

TBA

31

Disabled access – ramp not strong enough to take weight of motorised wheel chair – 

 

32

Multiple vehicles supplied instead of one – Client not informed

33

Vehicle not roadworthy

34

Dangerous Driving

35

Provisions Any provisions promised by brokers. Symphony not aware

36

DVD player/ TV No DVD Player/TV – pre-agreed

No DVD Player/TV – Not agreed

R

£25

Not working

R

£25

 

Address

Heathrow International Trading Estate,
Green Lane, London
TW4 6HB
Phone: 020 8756 0004
Fax: 020 8589 0804
Website: www.s-coaches.com
Email: info@s-coaches.com

Disclaimer

We are not brokers but registered and certified Operators by the Public Carriage Office and VOSA
PCO Operator Licence No: 6897/01/02
PSV Operator Licence No: PK1112808