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Terms & Conditions
General conditions of carriage
Effective 13 July 2004 (Updated 23/05/2018)
These Conditions of Carriage are the conditions on which easyBus Limited (“easyBus”) carries any person and their property and these conditions shall apply to each booking contract made for travel on an easyBus Service.
Any person who travels on an easyBus Service shall be considered to have agreed to be carried on the terms of these Conditions of Carriage.
In these Conditions of Carriage, the following words shall have the following meanings:
Additional Luggage means the luggage in addition to the Luggage allowance permitted for that easyBus route. Additional luggage (up to two pieces each with a maximum total dimension (Height + Width + Length) of 145 cm (57 inches) and weighing in total no more than 20 kg each) must be carried on a seat (additional to the one you have reserved for your carriage), which must be booked and paid for in advance.
Booking means your booking for travel on an easyBus Service upon which a reservation is made and the Fare and Card processing Fee (if applicable) are paid.
Booking Confirmation means a print out of the document published on the Internet or email sent by us, or on our behalf, to the person making the booking which sets out our agreement to carry or arrange for the carriage of any person, including the services on which travel is booked and the fare paid.
Booking Confirmation Number means the reference number allocated to each passenger booking. It is the means by which an individual booking is identified.
easyBus means easyBus Limited, a company registered in England and Wales with registered number 4671315 and whose registered office is at easyBus House, North Circular Road, Park Royal West, NW10 7XP.
easyBus Service means any journey to be made, provided or arranged by us or on our behalf for the purpose of carrying persons and their luggage, which is set out in a timetable published by us.
easyBus Vehicle means the minibus, bus, coach or other road vehicle or other means of transport provided by us, or any other carrier on which you are travelling.
Fare means the price charged to you by easyBus for each seat booked for a Journey on an easyBus Service (excluding the Card Processing Fee) in respect of a Booking made via the www.easybus.com website.
Luggage Allowance means the two pieces of property, which you may bring onto an easyBus without charge The luggage allowance for each route is as defined on the luggage allowance page of the website .
Journey means each journey you are entitled to make on an easyBus Vehicle as set out on your order Confirmation and Tickets.
Luggage means any property you bring onto an easyBus including any property carried on your person.
Station means any bus, coach or railway station or air or sea port or stop where an easyBus Service is to be joined or left or through which an easyBus Service may pass.
Walk Up Fare means the price charged to you by easyBus for each seat booked for a Journey on an easyBus Service in respect of which no Booking has been made and upon which no Booking Fee is payable.
We, Us and Our refers to easyBus Limited, registered number 4671315 and whose registered office is at easyBus House, North Circular Road, Park Royal West, NW10 7XP.
You means the person or persons whom we have agreed to carry, or arranged to be carried, being the person or persons who made a Booking or for whom a Booking was made. In this agreement, a reference to the singular shall include the plural and vice-versa.
Our Agreement to Carry You:
We agree to carry you and your luggage allowance on the journey stated on your order confirmation and tickets subject to these Conditions of Carriage.
2.2 Carriage of Luggage
In addition to your luggage allowance, Additional Luggage may be carried provided that you book and pay for an additional seat upon which the Additional Luggage must be carried.
2.3 Carriage of Children and Young Persons
easyBus will carry children and young persons so long as they have purchased a seat.
2.3.1 Children travelling in the UK
Children under 14 years of age will not be carried unless accompanied by a responsible person aged 16 or over.
Passengers travelling with children must provide an appropriate child restraint / seat for each child under 14 years of age or under 1.35 meters tall
Children under the age of 3 years must have an infant seat. Please note that if an infant seat is carried (for the infant to be placed in), then an additional seat must be booked and paid for in advance for the infant seat.
2.3.2 Children travelling in France
Children under 12 years of age will not be carried unless accompanied by a responsible person aged 16 or over.
Passengers travelling with children must provide an appropriate child restraint / seat for each child under 12 years of age or under 1.35 meters tall
Children under the age of 3 years must have an infant seat. Please note that if an infant seat is carried (for the infant to be placed in), then an additional seat must be booked and paid for in advance for the infant seat.
2.4 Carriage of Animals
We cannot carry dogs or any other animals on any easyBus Service, other than guide dogs accompanying registered blind persons and hearing dogs accompanying registered deaf persons.
2.5 Your Booking Confirmation
Your Order Confirmation is a record of our agreement to carry you and your permission to travel upon the easyBus Service on which travel is booked and you have paid the Fare and Card processing fee (if applicable). If someone else made the Booking on your behalf, you agree that such person acted as your agent.
2.6 Amendments to your Booking
Bookings cannot be changed once made. Customers may cancel their booking (see clause 2.7) and make a new booking as and when required.
2.7 Cancelling Your Booking
Bookings may only be cancelled prior to the day of travel. A cancellation fee will apply, the charge will be 50% of the value of the ticket (note this excludes the card fee).
Your easyBus account will be credited with the remainder of the ticket fare, this may be used to purchase further tickets on easyBus. The credit is only valid for 12 months from the date of credit.
We do not provide refunds if you cancel your Booking, save that they will be considered in exceptional circumstances.
Exceptional circumstances include, for example, where passengers are not able to travel owing to bereavement or on medical grounds in respect of which reasonable evidence is provided.
An administration fee of £5 per passenger per journey will be charged in the event that we agree to provide a refund.
Requests for refund may only be made using the appropriate online form at www.easybus.com.
Promotion Code/Discount Codes on easyBus website: Promotion codes used on the easyBus websites have no cash value. Promotion codes are only valid for online booking. Terms and conditions apply.
2.9. Post-journey Customer Feedback
Post-journey Customer Feedback must be submitted via our contact us form within 28 days of the date of travel. easyBus are not be able investigate complaints/issues received more than 28 days after the date of travel.
3.1 Carriage By Other Carriers
If, for operational reasons, a substitute carrier operates an easyBus Service on our behalf then such substitute carrier will be treated as our sub-contractor and these Conditions of Carriage shall apply.
3.2 Liability in relation to carriage by another carrier
Our Liability: To the extent that we have any liability to you for any act, omission, negligence or default of any substitute carrier, then our liability to you shall be as if we had carried you on and subject to these Conditions of Carriage and that the substitute carrier was our sub-contractor.
Entitlement of the other carrier: Where you are carried by any substitute carrier for the whole or part of any journey, you shall owe your obligations under these Conditions of Carriage to that substitute carrier as well as to us, and that substitute carrier shall be entitled to the benefit of any rights, remedies or limitations of liability you owe to use and set out in these Conditions of Carriage.
Clause 4 (Passenger Responsibilities)
4.1 Checking Booking Details Prior to Purchase
When making a booking over the Internet you must carefully check the details in the “Make Booking” screen of the easyBus.com website. Once you have pressed the “book now” button a Booking Confirmation with confirmation number will be displayed.
4.2 Travelling With Your Tickets Printout
You must present a clearly printed ticket to the driver when boarding. Electronic tickets are also acceptable on easyBus minibuses but not on National Express coach services. The ticket is your proof of Booking and is the means by which entry to the vehicle will be granted. If you are unable to show your ticket you will not be permitted to travel. No refund will be provided for any Booking not utilized as a result of a failure to present your tickets.
If we have reason to suspect fraudulent use of a ticket, we reserve the right to refuse your permission to travel. No refund will be provided for any travel refused on the basis that fraudulent use of a Ticket is suspected.
You must retain your ticket and may be requested to produce it at any stage of your Journey in order to prove that you are permitted to travel. If you fail to produce your ticket we reserve the right to remove you from an easyBus Vehicle or charge you the Walk Up fare for your Journey.
4.3.1 Presenting Yourself at the Boarding Point
You should arrive at the boarding point specified in your tickets at least 10 minutes prior to the scheduled departure time for that easyBus Service.
If you arrived at the boarding point later than the scheduled departure time you will be considered to have missed the easyBus Service. We reserve the right to give your seat to another passenger. We shall not be liable to you if you miss an easyBus Service as a result of your late arrival. If you miss an easyBus Service We shall not be obliged to delay any easyBus Service to wait for you, or provide a seat on any other easyBus Service. No refunds shall be provided if you miss the easyBus Service.
4.3.2 Travelling Earlier or Later Than Booked. (Travel Time Flexibility)
126.96.36.199 Travelling on all routes except Geneva-Chamonix.
There is no automatic entitlement to transfer to an earlier or later departure time. Passengers may be permitted to travel on services departing up to 60 minutes before or after their booked departure time, subject to seat availability, without additional payment. Priority is always given to passengers booked for that specific departure. Passengers wishing to travel more than 60 minutes before or after their booked travel time will be required to purchase a new ticket at the fare applicable at that time.
188.8.131.52 Travelling on the Geneva-Chamonix route.
There is no automatic entitlement to transfer at an earlier or later departure time. Passengers may be permitted to travel on services departing up to 75 minutes before or after their booked departure time, subject to seat availability, without additional payment. Priority is always given to passengers booked for that specific departure. Passengers wishing to travel more than 75 minutes before or after their booked travel time will be required to purchase a new ticket at the fare applicable at that time.
4.4 Connections to other forms of Transport
You must allow plenty of time for an easyBus Service to arrive in time to connect with other forms of transport provided by other carriers on which you are planning to travel. Where such other form of transport involves air travel we strongly recommend you arrive at the airport at least 2 hours before your scheduled flight departure time . Please note easyBus is not liable for any loss, damage, liability or cost suffered by you as a result of any delay to any easyBus Service.
4.5 Joining and Leaving a Service
You may only board or leave an easyBus Service at designated pick up and drop off points.
4.6 Breach Of Conditions Applicable To Your Booking
If you fail in a material respect to comply with any terms and conditions governing your Booking, we may cancel your Booking and refuse you carriage or further carriage without any obligation to refund your Fare and / or Card processing fee (if applicable) and without any liability to you.
Clause 5 (easyBus Responsibilities)
5.1 Our Obligation To Carry You
It is our obligation to carry you, your Luggage Allowance and your booked Additional Luggage (if applicable) on the journeys booked by you as detailed on your order confirmation and tickets and subject to these Conditions of Carriage.
We will make every reasonable effort to carry you with the minimum discomfort and inconvenience.
5.2 Timetable of Services
The published running times of any easyBus Service are only stated approximately and we will try to minimize any disruption to your Journey. In the event that an easyBus Service is cancelled or we are notified that the service is delayed by more than 15 minutes we will endeavor to notify you of the delay and any alternative timetables as soon as reasonably practicable. We do not guarantee that we will contact you. easyBus is not liable for any loss, damage, liability or cost suffered as a result of any delay to any easyBus Service.
5.3 Our Right to Cancel Services
We reserve the right to alter any timetables or suspend, cancel, withdraw or substitute any easyBus Service or terminate an easyBus Service once it has commenced, without notice whether before or after you have made a Booking.
5.4 Our Liability for Cancellations and Withdrawals of an easyBus Service
Our liability is limited to that stated in these Conditions of Carriage:
Except as provided in these Conditions of Carriage, we shall not be liable for any loss, damage, liability or cost suffered by you as a result of any cancellation or withdrawal of any easyBus Service by us, or any delay to or termination of any easyBus Service.
5.5 No Liability if you have no booking
If we cancel or withdraw an easyBus Service and you have not made a Booking on it, we shall have no liability to you.
5.6 Cancellation before service has commenced
If we cancel or withdraw an easyBus Service before it has commenced, due to a circumstance within our reasonable control and you have made a booking for travel on the easyBus Service concerned, our liability to you will be at our option to:
i) Carry you on another easyBus Service or
ii) Cancel your Booking and allow you to claim a refund for the full amount of your Fare.
5.7 Cancellation after service has begun
If an easyBus Service on which you are travelling commences and is terminated before reaching your booked destination due to a circumstance within our reasonable control, our only liability to you will be to use our reasonable endeavors to make suitable alternative arrangements (for example by another easyBus Service or Vehicle, through a substitute carrier or by train, private car or taxi) to carry you to your booked destination provided that you shall not unreasonably refuse to travel by any alternative arrangement offered to you.
5.8 Circumstances beyond Our Reasonable Control
We shall have no liability whatsoever for any delay or failure to carry you or for breach of contract, where such delay or failure is caused by a circumstance beyond our reasonable control. Such circumstances include, but are not limited to;
- Unforeseen Traffic Delays
- Accidents Causing Delays on or in the vicinity of the Service Route
- Severe Weather Conditions
- Strike / Industrial Action
- Terrorist or Threat Of Terrorist Action
- Road Closures
- Security Alerts
- Denied Access to Airports
- Major Event causing excess traffic congestion / road closures
- Inspection or detention of a vehicle or passenger by a Public official
- Toll booth delays
- Cross-border delays (French services only)
5.9 Maximum Liability
Our maximum liability to you for any loss, damage or liability which you may suffer or incur as a result of our failure to carry you, our delay in carrying you, any breach of contract to carry you, our negligence in connection with carrying you, or the deliberate or negligent acts or omissions of any of our officers, employees, agents, representatives or sub contractors shall be limited to the cost of the easyBus ticket purchased for that journey.
5.10 Death and Personal Injury Liability
We do not exclude or limit our liability for death or personal injury resulting from our negligence.
As defined under Clause 2 each passenger is permitted to carry their Luggage Allowance. Luggage Allowance being two pieces of property:
The luggage allowance is as defined on the luggage allowance page of the website.
Additional luggage (up to two pieces each with a maximum total dimension(Height + Width + Length) of 145 cm (57″) and maximum weight of 20 kgs per piece) may be carried, providing that an additional seat is booked and paid for in advance.
Should a passenger present himself or herself for travel with luggage in excess of the permitted amount as defined on the luggage allowance page and has not booked an additional seat (s) as required for Additional Luggage, then carriage of the Additional Luggage will only be permitted upon payment for an additional seat(s) and subject to availability. The Walk Up Fare will be charged for such seat(s).
Refunds will not be given to any passengers who elect not to travel because they have failed to purchase additional seat(s) for their Additional Luggage nor will a refund be granted for seats booked for the carriage of Additional Luggage and not used.
6.2 Prohibited Items
Certain large items (for example Skis, Sailboards, snowboards, surfboards) may or may not be permitted. The prohibited items list for each route is as defined on the luggage allowance page of the website.
Prohibited Items (All Routes):
- Skis, Sailboards, Golf Clubs, Windsurfers and similar items (other than for travel on the Geneva/Chamonix service where one set of skis or snowboard per passenger is permitted).
- Wheelchairs (folding / non folding), Battery Powered Scooters.
- Bicycles (folding / non folding), non-folding Prams and Pushchairs (UK).
- Folding prams and pushchairs (GVA/Chamonix route only).
- Weapons, Drugs (other than medicines), Solvents, Live or Dead Animals (other than as allowed under Article 2) Fish, Insects.
- Hazardous chemicals or substances as defined under the Health and Safety at Work Acts.
Should a passenger present himself or herself for travel with any prohibited items, carriage will be denied unless the passenger properly and safely disposes of the prohibited item.
Refunds will not be given to passengers who are denied permission to travel because they are in possession of prohibited items and are unable to dispose of them prior to travel.
6.3 Responsibility for Luggage
You are responsible for your luggage at all times.
6.4 Liability for Luggage and Personal Belongings
We will only be liable for any loss or damage to your luggage and personal belongings caused by our negligence. Our maximum liability to you for any loss of or damage to your luggage whether for breach of contract, our negligence, or any deliberate or negligent acts of any of our employees, agents or representatives or otherwise, shall be limited to £250 per passenger per Journey. You should insure your luggage with reputable insurers against all usual and normal risks of loss or damage to the full replacement value of the luggage.
6.5 Lost Property
If you leave or lose any of your luggage whilst travelling on an easyBus Service and the luggage is either found by or handed to a member of easyBus staff we shall take reasonable care of that luggage. Such luggage will be stored at such a location as we may decide but all such storage will be at the passenger’s risk. We may charge you a reasonable administration fee for the storage and return of your lost luggage.
If you do not collect your lost luggage within 1 month of our receiving or finding it, we reserve the right to dispose of it in any manner we wish, including by destruction or sale and we shall be entitled to keep any sale proceeds. We shall be entitled to open and examine any left or lost luggage. If there are any items which we consider are dangerous or perishable or otherwise unsuitable for storage, we shall be entitled to dispose of such items within 48 hours of our receiving or finding them.
If you find any property on an easyBus Vehicle belonging to someone else, you must hand it over to the driver immediately.
7.1 Passenger Behavior
- Wear the provided seat belt at all times whilst the vehicle is in motion.
- Behave in a reasonable, sensible and lawful manner whilst a passenger on any easyBus Vehicle or in the vicinity of an easyBus stop or easyBus ticket desk.
- Comply with any request or direction from a member of staff.
- Use mobile telephones considerately bearing in mind the comfort of other passengers.
Passengers must not:
- Be abusive or threatening to any member of staff or any other person.
- Behave in any manner that endangers or threatens the safety or security of any easyBus Vehicle, member of staff, passenger or their property.
- Behave in any manner, which causes discomfort, inconvenience, damage or injury to any easyBus Vehicle, member of staff, passenger or their property.
- Obstruct or allow any of their luggage to obstruct any aisle, doorway or emergency exit.
- Play any radio, cassette player, or other device (electronic or otherwise) whilst on an easyBus Vehicle that is audible to any other passenger.
- Take onto any easyBus Vehicle any alcoholic drinks or drugs (other than medication) with the intention of consuming them or to consume them or board any easyBus Vehicle whilst under the influence of alcohol or drugs.
- Take onto any easyBus Vehicle any hot food (for example chips, kebabs) with the intention of consuming them or to consume them.
- Smoke whilst on board any easyBus Vehicle.
- Board any easyBus Vehicle whilst seriously ill or suffering from any contagious disease.
Passengers who fail to comply with the above rules or who we may reasonably believe will breach or continue to breach the above rules may be denied boarding of an easyBus Vehicle or be removed from an easyBus Vehicle. In such cases further carriage will be denied and the Booking cancelled without refund.
Whilst easyBus will use its reasonable endeavors to ensure compliance by passengers with the above rules, we will not be liable for any act or omission of any other passenger whilst on an easyBus Vehicle.
8.1 Governing Law
English Law shall govern all aspects of your Booking and these Conditions of Carriage and the English Courts shall have exclusive jurisdiction in respect of any dispute.
If any of the provisions of these Conditions of Carriage are or become unenforceable then this shall not affect the validity or enforce ability of any of the other provisions.
8.3 Your Personal Data
You agree that personal data entered into the site via its online forms and booking engine may be retained for up to 1 year from the date of your travel. This data will be used and disclosed by easyBus and iBookings who are the sites data handlers and processors, our agents or sub contractors for the purpose of complying with our obligations under these Conditions of Carriage including, but not limited to, administering your Booking and complying with any legal obligations.
See our privacy statement for more information.
8.4 Amendments and waivers to these Conditions of Carriage
None of our employees, agents, or representatives, has authority to alter, modify or waive any provision of these Conditions of Carriage.
8.5 Third Party Rights
Unless otherwise stated in these Conditions of Carriage, no person other than you and us shall have the benefit of or be entitled to rely upon or enforce any term of these Conditions of Carriage and the Contracts (Rights of Third Parties) Act 1999 is excluded.