01372 731705


Bonded Coach Holidays Group Trading Charter

H R Richmond Ltd t/a Epsom Coaches of Roy Richmond Way, Epsom, Surrey KT19 9AF.




1. Does this Trading Charter Apply to My Booking?

Yes, if you are booking a “package” to which the Package Travel, Package Holidays and Package Tours Regulations 1992 apply and which does not comprise a flight, but not otherwise. In brief, those Regulations apply to a booking of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation:-

• transport,

• accommodation,

• other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package.


2. Why should I read this?

Because it is very important. Our Trading Charter forms a key part of our agreement with you because it not only comprises the booking terms and conditions for the booking of your package, but also the Consumer Guarantee (described below) from The Bonded Coach Holidays Group (“BCH Group”), part of the Confederation of Passenger Transport UK, providing protection for the money you pay to us for the booking should we go out of business. Both the booking terms and conditions and the

Consumer Guarantee, together with the confirmation of booking we give you at the time we commit to your booking for you, together make up the legally binding contract between you as the lead name making the booking, anyone else in your party and us. When you make this booking as the lead name you undertake that you are 18 and have the authority to accept, and do accept, on behalf of your party the terms of this Trading Charter. This contract is made subject to the terms of this Trading Charter, which are governed by English Law, and the non-exclusive jurisdiction of the English Courts. However, if you are resident in Scotland or Northern Ireland, you are able to choose the law and courts in your country, but if you wish to do so we would ask you to request this before placing your booking.


This Trading Charter and the Consumer Guarantee will not apply to any booking involving any type of flight (please see our special terms and conditions for flight packages, printed below)


3. How and when do I make this contract with you?

We welcome you making contact with us in a number of ways. You can write to us, phone us, use a travel or booking agent, email, or visit our website. Whichever way you contact us, the contract is made when your booking is entered on to our reservation system and we issue a confirmation of booking. We will send you, or your booking agent the confirmation of your booking within seven days. Please check this confirmation very carefully to ensure all the information is correct and tell us, or your

agent, immediately of any errors.


4. How is my money for the package I book protected?

Your money is protected by the Consumer Guarantee described below and provided to you by the BCH Group. This is possible because we subscribe to the Code of Conduct of the BCH Group, which requires us to take out a bond from a financial entity in favour of the BCH Group for it to use to provide protection for your

package money in the unlikely event that, for financial reasons, we can’t carry out our booking obligations to you.


5. BCH Group Consumer Guarantee

The Bonded Coach Holiday Group guarantees to you that in the event of our failure through insolvency to provide your package as booked, BCH Group will:

5.1 wherever possible, arrange for your package to be completed;

5.2 where failure occurs after your package has begun, arrange for you and those in your party covered by the booking to be returned by an appropriate means of transport to their UK area of departure;

5.3 if the package cannot be completed as booked, to reimburse your booking-payments received by us, provided that BCH Group will first take in to account and withhold an appropriate amount if any part of the service has already been provided (including any substituted service) or you are entitled to a refund from your credit card rovider.

In the event that you are to be reimbursed under the BCH Groupconsumer guarantee, you will be asked to assign absolutely to BCH Group any right, claim or cause of action which you may have arising out of or connected with the subject matter and will be asked to assist BCH Group in any claim brought by them connected with the subject matter.


6. Payments by Credit Card

If you made payment for the booking of any services using a credit card it is likely in many circumstances that you have recourse against the credit card company in the event of services not being supplied in whole or in part due to the supplier’s financial failure. In those circumstances, you will be advised to check that you have exhausted your remedies against the credit card company.


7. When do I need to pay for my package and how much?

We reserve the right to alter the prices of any of the packages that we advertise. At the time of booking you will be told the current price of the package. You can book by paying a deposit for each person named on the booking. You will be told at what point in time you will become committed to a booking, but we are not committed to the booking until such time as we provide you with our confirmation of booking. Our commitment is always conditional upon any balance being paid before the dates listed

below. Where you use an agent they may require you to pay them earlier than this date and will advise you separately of their balance due date. If you book within our balance due period you will need to pay the total package cost at the time of your booking. If you do not pay the outstanding balance for your package on or before

the date when it is due we may cancel your booking and you will be required to pay the cancellation charges detailed below. The date of cancellation will normally be the date on which we receive your written confirmation that you intend to cancel or 15 days after the balance due date, whichever comes first.

Deposit £50 per person

Your balance is due six weeks prior to departure

Where optional items are purchased as part of the package these are payable on the balance due date except where items, such as theatre tickets, have been specifically purchased for you. In this case the cost will be payable at a separate date notified to you and will not normally be refundable unless we obtain a refund from the supplier we use.


8. If I use an agent who does my money belong to?

Your agent will hold your deposit on your behalf until we issue a confirmation of your booking, which confirms there is a contract between us. The agent then holds this money on our behalf. The agent holds the balance you pay on our behalf until the date the balance is due. The agent will then forward to us.


9. Can you change the price of my package after you have issued the booking confirmation?

The price of your holiday is fully guaranteed and will not be subject to any surcharges.


10. Can I change my package arrangements?

After we have issued our booking confirmation we will do our best to accommodate any changes you may want to make but we cannot guarantee to do so. Any changes must be notified to us in writing and signed by the person who signed the booking form at least six weeks prior to departure. If we are able to make the changes an amendment fee of £25 will be payable plus the cost that we incur in making the amendment. The costs of making a change increases the closer to the departure date you want to make it. Some arrangements, like particular types of tickets, cannot be changed without paying a cancellation charge of up to 100% of the cost of the ticket. Tranfers to another holiday package can only take place in the same calendar year.


11. Can I transfer my booking to someone else?

You can transfer your booking to someone else provided you give us reasonable notice. This person must be able to satisfy all the conditions for the package and a change cannot normally be made later than seven days prior to departure. We will make an administration charge of £25 per booking for every transfer we

make plus any reasonable additional costs caused by the transfer. You will remain responsible for ensuring that the package is paid for by the balance due date. This is in addition to (and does not affect) the separate liability of the transferee to us.


12. How can I cancel my package?

You, or any member of your party, may cancel at any time provided that the cancellation is made by the person in whose name we issued the confirmation of booking and is communicated to us in writing via the office at which you made your original booking. You will have to pay cancellation charges set out in the scale below to cover our estimated loss resulting from the cancellation. If you are insured against cancellation you may be able to recover the charges from your insurers. Your cancellation will take effect from the date when either the travel agent or we receive your written confirmation of your cancellation. You must also return any tickets or vouchers that you have received. A reduction in room occupancy may increase the charges for the remaining passengers by the application of supplements for low occupancy of rooms.


13. Scale of Cancellation Charges

Period before departure within Amount of cancellation which written cancellation of charge as a % of total package price is received package cost

More than 42 days Deposit

25 – 42 days 30% - or deposit, if greater

15 – 24 days 50%

8 – 14 days 70%

1 – 7 days 90%

Departure day or later including Total package cost voluntary termination during the package


14. What happens if you change my package?

The arrangements for your package will usually have been made many months in advance. Sometimes changes are unavoidable and we reserve the right to make them at any time. Most of these changes are likely to be minor and we will do our best to keep you or your booking agent informed. If, after booking and before departure, we make a significant change to your package you will have the option of withdrawing from the package without penalty or alternatively you may transfer to another package without paying an administration fee. In either case we will pay you compensation according to the scale set out below. A significant change includes a change in departure time or return time of more than 12 hours, a change of departure point, location of resort or type of hotel, (excluding single overnight hotels on touring packages where the quality of the hotel is comparable), a change of mode when crossing the Channel, or the specification of the coach. If you withdraw from the package because we have made a significant change or if we have to cancel your package for any reason other than non-payment by you we will offer you the choice of:

• A comparable replacement package if available;


• a replacement package of lower quality together with a refund of the price difference;


• a full refund of the money you have paid.

When we have notified you of the changes and options available, you must tell us your decision as soon as possible and within any timescale we may set bearing in mind the need to safeguard the booking arrangements of other customers.


15. Scale of Compensation

We will pay you compensation for significant changes on the following scale:

Period before departure in Amount per person which significant change is notified to you or your agent

More than 42 days Nil

28 to 41 days £10

15 to 27 days £15

8 to 14 days £20

0 to 7 days £25

Rates reduced by 50% if package is of 3 days duration or less.

Payment of compensation according to the scale set out above will not affect your statutory right to claim further compensation if, in all the circumstances, you remain dissatisfied. If, prior to departure, we make a significant change to your package arrangements or cancel your package we will pay you compensation on the above scale unless:-

• the package is cancelled because the number of persons who agreed to take it is less than the minimum number required, and you were informed of the cancellation in writing or where the performance of our contractual obligations is prevented or affected (for example but not limited to delay, cancellations, change of itinerary, change of accommodation, change of transport) by “Force Majeure”. Force Majeure means an event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid and is therefore an event beyond our or the supplier’s reasonable control. These events include but are not limited to strikes, riots, political/civil unrest, government acts, hostilities, war, threat of war, terrorist activity or threat of terrorist activity, industrial disputes, natural or nuclear disaster, fire, flood, tornadoes,

hurricanes, transportation problems, airport closures, and severe weather conditions. We suggest that you take out adequate travel insurance to cover such eventualities.

[In the unlikely event that the performance of our contractual obligations are prevented or affected due to Force Majeure after departure, we regret we will be unable to make any refunds (unless we obtain any from our suppliers)] Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure. We will follow the advice given by the Foreign Office.


16. What is the extent of our liability?

Your package contract with us will be performed or provided with reasonable skill and care. We accept responsibility if you or customers named in the booking suffer death or personal injury, or the contractual arrangements are not provided as promised as a result of the failure of us or our agents or suppliers or the employees of each whilst acting in the course of their employment unless the failure or improper performance is due to:-

• you, or

• any of the following:

a third party unconnected with the provision of the travel arrangements, or an event which we or our suppliers, even with all due care, could not foresee or forestall provided that in these 3 events we would still endeavour to give prompt assistance if you are in difficulty and, if you inform us that you don’t believe you have received the contracted service, we will make prompt efforts to find appropriate solutions. For claims which involve death or personal injury we do not impose any restriction upon our liability to the extent that it arises from our negligence. For all other claims which do not involve personal injury or death:

• the most we will have to pay if we are liable to you is twice the price you’ve paid for your package (not including insurance premiums and amendment charges).

• Our liability will also be limited in accordance with/or in line with all relevant international convention. These include the Athens Convention (applies to transport by ship), the Berne Convention (applies to transport by rail), the Geneva Convention (applies to transport by road) and the Paris Convention (applies to accommodation). You can get copies of the relevant conventions from the Internet or from us. You should also note that these conventions limit or remove the amount of compensation that you

can claim for death, injury, delay to passengers and loss, damage and delay to luggage. We will apply the limits of these Conventions to any payments to you as if we were the carrier. The above suppliers (such as accommodation or transport providers) have their own booking conditions or conditions of carriage, and these

conditions may limit or remove the relevant transport provider’s or other supplier’s liability. You can get copies of such conditions from our offices, or the offices of the relevant supplier. We will pay you in accordance with these conditions which are incorporated  into the Trading Charter. If we make any payment to you or any member of your party for death or personal injury or illness, you will be asked to assign to us or our insurers the rights you may have to take action against the person or organisation responsible for causing the death, personal injury or illness. NB: this clause does not apply to any separate contracts that you may enter into for excursions or activities during or outside of your package.


17. What do I need to do if I have to complain?

If you have a complaint during your package you should tell the driver/representative or supplier at the earliest opportunity so that they can do their utmost to resolve the problem immediately. If they are unable to resolve the problem to your satisfaction you should complete a Holiday Report Form which is available from the driver/representative. You will be given a copy of this report which you should keep. If, on your return from your package, you remain dissatisfied you should write within 28 days to the Sales Manager, Epsom Coaches, Roy Richmond Way, Epsom, Surrey KT19 9AF.


In your letter you will need to quote your booking reference number, holiday number, departure date and the number of the Holiday Report Form which you completed at the time. If you do not tell us at the earliest opportunity about a problem giving rise to your complaint we cannot take steps to investigate and rectify it at the time. We will take into account the date you first drew the problem to the attention of our driver/representative or supplier when responding to your complaint and it may affect your rights under this Trading Charter if we have not been able to investigate and remedy the situation at the time. The Confederation of Passenger Transport UK has an arbitration scheme and full details are available from them. This scheme does not apply to claims that arise mainly in respect of physical injury or illness or the consequences of any illness or injury.


18. Our Coaches

We will always use our reasonable endeavours to provide a coach to the specification as described in our brochure or advertisement but reserve the right to substitute an alternative vehicle should unforeseen circumstances arise. There is a seating plan of the coach for each package, but it is possible that on occasions operational reasons will require a coach with a different configuration to be used. We therefore reserve the right to alter a coach-seating plan and allocate seats other than those you

have booked. Requests for particular seats can be made on most packages when booking but because allocations are made on a first come, first served basis you are recommended to book early. When your booking is confirmed you will be offered the best seats that are available at that time. If you know someone who may want to book later but sit near you please discuss this with the booking clerk at the time you make your booking. Specific seats may not be allocated on coaches which operate on feeder services between joining points and main package departure points, on coaches which carry out transfers to and from seaports or on or on any coach which is operated by another company. On board facilities cannot be guaranteed in emergency conditions or when a coach is necessarily replaced.


19. Hotel Facilities

Some hotel facilities, such as indoor or outdoor swimming pools or leisure facilities, may from time to time be withdrawn for routine maintenance or be subject to seasonal availability. The provision of these facilities is therefore not guaranteed.


20. Health & Safety during your package

In some foreign countries, standards of infrastructure, safety and hygiene may be lower than those to which we are accustomed in the UK. You should therefore exercise greater care for your own protection. Further information can be obtained from your GP or from your travel agent who can provide you with the leaflet “Health Advice for Travellers” published by the Department of Health. Some people may be at risk from discomfort or deep vein thrombosis (DVT) if they remain immobile on a journey for a long period of time. If you are planning to undertake a bus or coach journey of more than 3 hours you should consult your doctor if you have ever had DVT or pulmonary embolism, a family history of clotting conditions, cancer or treatment for cancer, a stroke, heart or lung disease or if you have had major surgery in the past 3 months. We reserve the right to refuse any booking in the absence of a doctor’s certificate confirming that you are fit to travel. During the journey we will provide comfort stops as frequently as possible. During these stops you are encouraged to get off the coach and walk around. Exercise reduces any discomfort which

may be caused by periods of immobility. During any journey you should drink alcohol only in moderation as it leads to dehydration.



21. Passenger behaviour

We want all our customers to have a happy and carefree holiday. But you must remember that you are responsible for your behaviour and the effect it may have on others. If you or any member of your party is abusive or disruptive or behaves in a way which, in our reasonable opinion, could cause damage or injury to others or affect their enjoyment of their holiday, or which could damage property, we have the right, after reasonable consideration, to terminate your contract with us. If this happens

we will have no further obligations or liability to you. The coach driver/representative, ship’s captain, or authorised official of other means of transport is entitled to refuse you boarding if in their reasonable opinion you are unacceptably under the influence of drink or drugs or you are being violent or disruptive. If you are refused boarding on the outward journey we will regard it as a cancellation by you and we will apply cancellation charges according to the scale set out above. If the refusal is on the return

journey we have the right to terminate the contract and will have no further obligations or liability to you.


22. No smoking policy

Smoking is not permitted on our coaches.


23. Pets

We do not allow pets to taken on our packages. Registered Assistance Dogs will normally be accommodated on UK packages but not on overseas packages.


24. Itineraries, travel documents and passport

If you are a British citizen travelling outside the United Kingdom you must have a full UK passport valid for a minimum of three months after your scheduled date of return. Non-UK citizens must seek passport and visa advice from the relevant consulates or embassies of the countries you plan to visit prior to making a booking for one

of our packages (and you are advised to check with the relevant consulate or embassy to ensure you allow sufficient time before your departure to apply for a visa). The name on the passport must match the name on the ticket. If someone in your party changes name after the booking is made you must tell us immediately so that we can

issue the ticket in the new name. Approximately 7-10 days prior to travel, we will send you or your booking agent all the necessary labels so that you receive them in

good time for your holiday. Certain travel documents may have to be retained by us and your driver/courier will then issue them to you at the relevant time. If you lose a travel document after it has been issued to you we will require you to meet the direct cost charged by the carrier/supplier for the issue of a duplicate or replacement.

Epsom Coaches reserve the right to modify itineraries to conform with requests from the competent authorities in the United Kingdom and any other sovereign state through which the tour will operate. We recommend that you read the British Foreign and Commonwealth Office (FCO) advice about your holiday at www.fco.gov.uk.

Excursions which are included in the cost of your booking and are part of your package are detailed on the relevant brochure page and refunds will not be made for any excursion not taken. Optional excursions may be booked and paid for in resort but these will not form part of your booking. Admission fees to buildings, grounds etc. are not included in the price of the package unless otherwise stated on the relevant brochure page.


25. Picking up and setting down procedure

We will pick up each member of the party from their home address within a 15 miles radius of our headquarters in Epsom. You may be picked up by car, MPV (‘people carrier’) or minibus from the address(es) given to us. The times given in the brochure are the times we expect to leave our headquarters and the time due back

there, although they may be subject to change. We will write to you approximately 7-10 days prior to departure with your exact time of pick up from your home. Please note that if you wish to make your own way to our headquarters you are free to do so and we will reduce your holiday price by £10 per person; however if

you choose this option we cannot be held liable for any expense incurred (please note there is no car parking available on site at our headquarters). Please see note below (Special needs) regarding walking aids. Due to operational reasons, the dropping off address(es) have to be the same as the picking up address(es). Please be aware that you may not be picked up in (and dropped off) in the same vehicle as your travelling companion(s), if there are different address(es). If you live outside the standard pick up area we may still be able to pick you up for one of our holidays (extra charge may apply).


26. What happens if I am delayed?

Your travel insurance may cover you for some delays. In addition where you are delayed for more than six hours in any one day we will seek to minimise any discomfort and where possible, arrange for refreshments and meals.


27. Do I need to take out travel insurance?

We strongly recommend all our customers to take out travel insurance. You do not need to take out our insurance but you should have insurance, which is at least as good or better than the insurance we offer.


28. What assistance will you give me if things go wrong when it is not your fault?

In addition to what has already been stated (and without affecting that), if you, or any member of your party, suffer death, illness or injury whilst overseas arising out of an activity which does not form part of your package travel arrangements or an excursion arranged through us in the UK, we shall at our discretion, offer advice, guidance and assistance. Where legal action is contemplated and you want our assistance, you must obtain our written consent prior to commencement of proceedings.

Our consent will be given subject to you undertaking to assign any costs, benefits received under any relevant insurance policy to ourselves. We limit the cost of our assistance to you and any member of your party to £5000 per party.


29. Passengers with disabilities

We want to ensure the arrangements for your package are suitable and appropriate. Not all the packages in this brochure may be suitable for you and if we reasonably consider we cannot provide what is required, we will not accept the booking. Should you or a member of your party have any medical condition or disability that may affect your/their holiday or that of other passengers, you must provide full written details to us at the time of booking so that we can advise you of the suitability of the holiday. This applies whether the booking is made on-line, in person, in writing, or by telephone. If a particular issue is identified, we reserve the right to request a doctor’s certificate confirming that the passenger is fit for travel and reserve the right to refuse any booking in the absence of such doctor’s certificate being produced upon request. If a passenger requires personal assistance (for example but not limited to assistance with feeding/dressing/toileting/mobilising) then this passenger must travel with an able bodied companion/ carer and written confirmation that such assistance will be provided for the entirety of the holiday is required at the time of booking. Coach drivers/tour managers are unable to offer such assistance. Whilst we will make every reasonable adjustment to do so, if we are unable to accommodate the needs of a passenger or believe that the medical condition or disability of a passenger is likely to adversely affect other passengers, we reserve the right to decline the booking. We also reserve the right to cancel any holiday and impose cancellation charges if we are not fully advised of any relevant disability or medical condition at the time the booking is made and subsequently decide that we are unable to accommodate this passenger. This applies whether we advise that we are unable to accommodate a passenger either before departure or during the holiday and if this occurs during the holiday then we will seek the additional costs of returning the passenger home.

We want you to enjoy your package and will try to help you select an appropriate trip. If you need advice or further information either you or your booking agent should contact the Sales Manager. Please note that we can accept one ‘compact’ electric mobility scooter per holiday. Our definition of ‘compact’ is that the scooter is class 2 specification; i.e. It must be designed to be dismantled, so that it can be loaded into the boot of a car. The actual maximum sizes of class 2 mobility scooters are; Length -

1200mm, and width - 700mm max. (We cannot accept class 3 scooters as these are too large and heavy to lift.) Furthermore, would all users of scooters and wheelchairs kindly note that you must be able to negotiate the five steps to board the coach, in order to manage and enjoy our holidays. Please note that it is the responsibility of the client to dismantle and assemble their scooter every time that it is put in and taken out of the luggage hold.


30. Special requests

If you require a special diet please tell us before booking, or as soon as you are medically advised, and send us a copy of the diet. We will notify the hotel or hotels identified in your booking but please note that some hotels may not have facilities to provide special diets and we cannot be held liable for their failure to do

so unless the hotel has confirmed in writing that a special diet will be catered for. Where we think that a hotel is likely to be unable to cope with a special diet, we will tell you prior to your booking confirmation being issued so that you can exercise your right to cancel your package booking without charge. Any extra costs incurred by you during your package must be paid to the hotel by you prior to departure from the hotel. You should also detail any other requests, for example, low floor rooms, particular rooms or locations on the special requests section of the booking form [or  other method of confirming in writing that the request was made.] We will pass your request to the relevant supplier but this does not necessarily mean that your request will be fulfilled. If a request can be fulfilled you may incur an extra charge payable either to

us or direct to the hotel. Please note that requests cannot be guaranteed unless we confirm on your booking confirmation that this is a guaranteed requirement.


31. Single Occupancy

Single occupancy of rooms when available may be subject to a supplementary charge and this will be shown on the brochure page.


32. Entertainment

Some of our hotels arrange additional entertainment. Where this is part of the package details are given on the respective brochure page. Where it is not specified it may still be available but is at the discretion of the hotel and is not guaranteed. It may be withdrawn if there is a lack of demand or for operational reasons.


33. Data Protection Act

In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements we, and your travel agent, need to use the information you provide such as name, address, any special needs/dietary requirements etc. We take full responsibility for ensuring that proper measures are in

place to protect your information. We must pass the information on to the relevant suppliers of your travel arrangements such as hotels, transport companies etc. The information may also be supplied to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law. Additionally, where your package is outside the European Economic Area (EEA), controls on data protection in your destination may not be as strong as the legal requirements in this country. We will not, however, pass information on to any person not responsible for part of your travel arrangements. This applies to any sensitive information that you give to us such as details of any disabilities or dietary/religious requirements. If we cannot pass this information to the relevant suppliers, whether

in the EEA or not, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant persons. Please note that where information is held by your travel agent, this is subject to your agent’s own data protection policy. Your data controller is the Sales Manager. You are entitled to a copy of your information held by us. If you would like to see this, please contact us. We retain your full contact details and other information in secure files and electronic storage facilities. We may use this information to contact you by mail, telephone or electronic means. We will provide you with details of other goods and services including those of selected third parties. If you do not wish to receive the further information about products and services [from either ourselves or third parties] please write to the data controller.


34. Publication date and details

This brochure was printed in the United Kingdom on Thursday 22 September 2016 by H R Richmond Ltd t/a Epsom Coaches.


Status Disclosure Information

The Financial Conduct Authority (FCA) is the independent regulator of financial services. Use this information to decide if our services are right for you.

H.R. Richmond Limited T/A Epsom Coaches is an appointed representative of ITC Compliance Limited which is authorised and regulated by the FCA (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts.

H.R. Richmond Limited T/A Epsom Coaches only offer Connected Travel Insurance from single insurers. Details of insurers may be provided on request.

We do not charge fees for our insurance related services. We may receive a commission from the product provider.

We hold any insurance money (premiums, refunds or claims money) as the agent of the insurer under a risk transfer agreement.

You WILL NOT receive advice or a recommendation from us for insurance. We may ask some questions to narrow down the selection of products that we will provide details on. You will then need to make your own choice about how to proceed.

We always aim to provide a first class service, however if you have any cause for complaint any enquiry can be raised by either email, in writing or by telephoning The Compliance Officer, ITC Compliance Limited, Monarch Court, Emersons Green, Bristol, BS16 7FH, complaints@itccompliance.co.uk, 0845 177 22 66 or 0117 9708426. Should you remain dissatisfied you have the right to ask the Financial Ombudsman Service to review your case. You should write to the Financial Ombudsman Service, Exchange Tower, London E14 9SR. Telephone 0800 023 4567. Web address www.financial-ombudsman.org.uk. You may be entitled to compensation should we be unable to meet our liabilities as an insurance intermediary under the Financial Services Compensation Scheme (FSCS). Your entitlement to compensation will depend upon the type of business and the circumstances of your claim. Insurance advising and arranging is covered for 90% of the claim, without any upper limit or for compulsory classes of insurance, insurance advising and arranging is covered for 100% of the claim, without any upper limit. Further information about compensation scheme arrangements is available from FSCS.

Details of ITC Compliance Limited's authorisation can be confirmed by contacting the FCA on 0800 111 6768 or by visiting the FCA's website http://www.fca.org.uk/register.


Day Excursion Booking Conditions

All bookings are made subject to the following terms and conditions, which are listed in alphabetical order. Your contract is with H R Richmond Ltd trading as Epsom Coaches.

1. Admissions Included only where stated. National Trust (NT) members may use their cards, but failure to bring your card will result in your having to pay full admission on the day. Please note that if an NT admission is included, you must tell us at the time of booking if you are a member, so you can receive your discount.

2. Alcohol Not permitted to be consumed inside the coach.

3. Animals Not permitted - guide dogs or hearing dogs excepted, UK trips only.

4. Booking Fares must be paid in full before departure date.

5. Brochure accuracy The information in this brochure is believed to be accurate at the time of going to press (January 2017).

6. Cancellation by Epsom Coaches Under normal circumstances, customers will be notified no later than seven days before departure and given a full refund. However we reserve the right to cancel within 7 days when circumstances amount to force majeure (eg exceptional bad weather). In these circumstances, no compensation is payable.

7. Cancellation by passenger Cancellations are strictly subject to the following charges:- Seven days or more before departure date  - 50%.  Please note that this only applies to the coach element of the costing.  Admissions, theatre tickets etc are non refundable.  Less Than seven days before departure – no refund.  Please note that if the trip operates normally, any cancellation on the day will not be subject to any refund (eg for poor weather etc).  All cancellations must be received in writing. 

If you choose to transfer your booking to another day excursion only the coach element of the cost can be transferred.  Admission charges, theatre tickets etc are non transferable and the cost of these will be lost.  Transfers cannot be be made less than seven days prior to departure.  Transfers will incur a £5 administration fee.  All transfers must be within the same brochure year.

All refund requests must be made in writing to our Head Office or your booking agent.

8. Children’s fares Apply between the ages of 3 and 16. Children under 3 and not occupying a seat may travel free. All children must be accompanied by a full fare-paying adult.

9. Complaints Should be made in writing only to the Manager at our Head Office, within 14 days of the date of the trip.

10. Disabled persons We offer the same standard of service to all customers including the disabled. Wherever possible, we will accommodate disabled people, although we are limited in the assistance we can provide. Please notify us of any disability at the time of booking.

11. Gratuities It is customary to give the driver and guide (if applicable) a gratuity according to the level of service received.

12. Group concessions For every ten full paying passengers, the eleventh travels free.

13a. Late arrival of Customer We will not be responsible, under any circumstances, for customers failing to board thecoach at their allotted time or when instructed by the driver. Any additional travel costs incurred by the customer in those circumstances are not refundable.

13b Late arrival of Coach For whatever reason, should the coach be late in arriving at its designated pick up point, at the day trip attraction itself or the return drop off we will not be liable to offer any form of compensation.

14. Lost property should be claimed and collected from our Head Office within two weeks of travel.

15. Luggage and shopping is carried at owner’s risk and must be clearly labelled.

16. Passports/Visas It is the responsibility of the customerto check whether passports and or visas are required for European day trips.

17. Radios, tape players, musical instruments etc must not be played inside the coach. Excessive use of mobile phones is prohibited.

18. Seat numbers Due to different coach configurations and for operational reasons we may have to allocate different seat numbers, although this will be avoided as far as possible.

19. Senior Citizen concessions Apply to those over the age of 60.

20. Setting down We set down in reverse order to the pick up circuit but in exceptional circumstances we may have to set down in the same picking up order.

21. Smoking is prohibited.

22a Times-destination We are unable to specify the arrival point or time at the day trip destination and similarly the departure point and time as these may vary.

22b Times-home These are the approximate range of arrival times under normal traffic conditions.

23. Trip curtailment Should a day trip subsequently have to be curtailed due to unforeseen circumstances such as mechanical or other coach defects, any compensation shall be at the total discretion of Epsom Coaches.

24. Unreasonable conduct We will refuse a booking or terminate a passenger’s travel in the event of unreasonable conduct. Unreasonable conduct includes failure by customer to return to the coach at the time instructed by the driver in which case the driver will be entitled to depart and we shall not be held responsible for any extra travel or other costs subsequently incurred by the customer.

25. Web bookings Discounts for web bookings apply to those booked on the internet only. We cannot pass this discount on to any booking made by telephone.

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H.R. Richmond Ltd T/A Epsom Coaches is an appointed representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority (their registration number is 313486) and which is permitted to advise on and arrange general insurance contracts.