West Oxfordshire Community Transport Ltd. Conditions of carriage
These are West Oxfordshire Community Ltd. Conditions of Carriage which detail the conditions under which we carry customers and their belongings. They comply with statutory regulations, apply to all of the bus services we operate and set out the responsibilities and conduct of our customers. They do not affect your statutory rights. We reserve the right to vary, alter or amend these conditions from time to time without notice. When you buy a ticket or board on one of our buses/coaches (whichever the earlier) you enter into an agreement with us. These conditions govern the contract between you and us. When using our services, you are deemed to have agreed to these conditions and to abide by and observe all regulations set out in these conditions. These conditions are governed by the laws of England. Any conditions subsequently found by a court or competent
authority to be invalid does not affect the validity of the others.
2. Statement of Liability
We value your custom and are committed to providing you with high quality, reliable bus services delivered to the highest standards of safety, comfort and cleanliness. However, events outside our normal control may cause us to alter some or all of the service as necessary. We do our best to overcome delays and to keep you informed but cannot be held liable for any loss, damage, costs, inconvenience or injury that you may suffer as a result including the cost of any missed onward journeys. We make every effort to maintain the bus services shown in our timetables but reserve the right to alter, suspend, withdraw or vary the route of any vehicle or service. There may be occasions when journeys take longer than expected and/or services may need to be diverted or cancelled due
to factors beyond our control. Customers are responsible for their own onward travel arrangements.
2.1. We do not guarantee that our service will connect with any other bus, train or other service unless this is detailed on the timetables found on our website. Customers should make appropriate allowances or alternative arrangements to ensure they are able to make any onward travel arrangements. The society takes no responsibility for the cost of missed onward journeys. 2.2. We do not guarantee the availability of a seat on any of our services regardless of your ticket type or that you will be able to board the vehicle if the vehicle is full. We accept no liability for a holder of a valid pre-paid ticket or pass being unable to use such ticket or pass due to lack of room on a vehicle, or where it is at full capacity or failure of a service to operate. We are liable to you for any type of injury caused by our negligence. You are liable to us and/or other passengers for any injury, damage or loss caused by you or by any items that you bring on board with you including animals. 2.3. We shall not be liable for any loss of or damage to your property, including any lost property left on our vehicles except where specified in these conditions.
3. Fares & Tickets.
On boarding the vehicle, the customer must either pay the correct single or return fare due for the journey intended to be taken, show the driver a valid printed ticket or show a valid travelcard to the ticket machine or present to the driver another form of authority for that journey. 3.1. We will try to provide information on the most cost-effective ticket for your journey based on the information clearly provided to the driver at the time. We will not provide any refund or replacement ticket should another fare option or combination prove to be more appropriate afterwards. Further information on tickets and fares can be obtained by calling 01993 630124 or emailing [email protected] where our advisors are available to help. 3.2. Customers who are unable or refuse to pay the appropriate fare, who do not hold a valid ticket or pass or do not validate a Smartcard payment for the journey, may be asked to leave the vehicle. 3.3. Payments of fares in cash must be made in sterling. We do not accept on bus payment by cheque. 3.4. To help us run our services smoothly, the correct fare is always appreciated. Our drivers will provide change only if they are able to do so. If you are unable to provide the exact fare and no change is available, the driver will take your name and address details so that any overpayment can be refunded providing the relevant evidence i.e. your ticket, is supplied. 3.5. If you transfer from another operator’s vehicle to one of our vehicles, you will be considered to be starting a new journey. You will be required to pay the appropriate fare if you do not hold or are unable to produce on request a valid pass or valid through-ticket. 3.6. We do not accept tickets from any other bus or train operator as full or part payment of your journey. 3.7. If our ticket equipment is not functioning properly and as a consequence is not able to produce tickets, you must still pay the correct fare for your journey. 3.8. Customers are not permitted to use a ticket, pass or smartcard which has been damaged, expired, obtained fraudulently or transferred to the person other than to whom it was issued. 3.9. Customers are responsible for the safety and integrity of their own tickets and passes once issued. We are not obliged to replace your ticket, pass, permit or smartcard if it is lost, damaged, mislaid or stolen. 3.10. If paying in cash for a ticket, customers should have the correct money and ensure a ticket is issued for the correct amount. 3.11. Customers should safely retain the ticket for the duration of the journey and present it when requested for inspection by a ticket inspector or other WOCT society official. If you fail to do so or present any form of ticket that is out of date or has been altered, defaced or damaged in any way, you will be liable for the full fare for the journey you are making. You may be liable to pay the full fare for the journey being taken for missing tickets or passes. No refund will be provided if you later find the missing ticket or travel passes. 3.12. It is a criminal offence to use altered or counterfeit tickets with the intention of deceiving our employees, where we suspect such deception is intended or has taken pace then we reserve our right to inform the police and seek prosecution. 3.13. At the completion of the journey you must leave the vehicle or pay another fare to remain on board. 3.14. Cash fares on the bus are calculated in accordance with a table showing fare stages relating to named stopping places along the line of the bus route. If you board or alight at any stop other than a fare stage, you will be charged from the preceding stage from where you board and/or to the next stage after where you alight. 3.15. You must ensure that any ticket purchased on the bus is issued to you directly from the ticket machine and shows the correct fare for the journey you are making. Customers should check their change and highlight any errors to the driver immediately as mistakes cannot be rectified later. If the driver has insufficient change to process this, then, he or she will take your details so that the matter can be rectified through our depot. 3.16. You must not transfer any type of ticket to someone other than the person they are issued to. 3.17. We reserve the right to refuse any person boarding or travelling on our services if we have reasonable cause to suspect fraudulent or unlawful conduct is or will occur. 3.18. Return tickets – are available on some journeys. The return trip must be made on the day of purchase. Return tickets should be purchased from the driver of the bus (or via an accepted off bus forum) on the outward journey, and presented to the driver of the bus on the return journey for validation. Return tickets are only valid for one single journey in each direction. Return tickets are not transferable. 3.19. Child fares – A child fare may vary between services. Children under the age of 5 may travel free providing they are accompanied by one fare paying adult or concessionary pass holder and they do not occupy a seat required by a fare paying individual. Any child or adult unable to pay the fare on boarding and who, in the driver’s opinion is at risk, vulnerable or in distress will be carried, subject to providing their name and address to enable the fare due to be collected at a later date. In such circumstances, the driver will issue a single ticket for one journey allowing the individual to travel to their home or the nearest stop to their home. 3.20. Concessionary Travel – Concessionary travel schemes for some categories of passenger are operated by local authorities in England, Scotland and Wales (ENCTS or ENCTD). The terms, rules and conditions of applying for these schemes are the responsibility of the passenger and the validity of individual passes is determined by the pass issuing authority and concessionary passengers must comply with these
conditions. 3.21. When making a journey using a concessionary travel pass please advise the driver
of your intended destination. If your concessionary card is not valid users must contact the authority in which it was issued. Where a concessionary travel pass permits the pass holder to be accompanied by a companion, one companion shall be carried without payment of a fare or at the appropriate concessionary fare as specified by the pass issuing authority. A companion must get off the bus at the same bus stop as the concessionary pass holder (or any prior bus stop) or must have or purchase a valid ticket for any further travel beyond that bus stop unless a specific exemption applies. 3.22. Where we have reasonable grounds for suspecting that a concessionary pass is being
misused in any way, we reserve the right to pass the details of the pass holder on to the issuing authority and/or refuse further travel and/or withdraw the pass, as appropriate.
- Contactless payments
Some of our services offer contactless payments for fares. Where contactless payments are available specific terms and conditions apply. 4.1. Where contactless payment is accepted there is no minimum spend. The maximum spend is £100. 4.2. We accept Visa, Mastercard, ApplePay and GooglePay or Maestro. 4.3. Where contactless payment is accepted the customer is responsible for ensuring that the card is fully functional, is undamaged and holds sufficient funds. If the card fails when presented to the reader it is the responsibility of the customer to present another card or an alternative means of payment. 4.4. If using a mobile phone or other contactless device, it is the
responsibility of the customer to ensure that the device has sufficient power to carry out the transaction. The full fare must be paid in order to board by any other means. 4.5. It is the responsibility of the customer to check the fare for the chosen journey prior to travel and carry an alternative method of payment in the event of faulty equipment or declined cards. There are several reasons why a card may not work including: • Card is invalid • Card is not a contactless card or has not been approved for contactless payment • Card is not accepted (see Section 4.3) • Card has not been used as chip and pin before • The card has been placed on the deny list If a customer expects their card to work and it fails, we advise contacting the issuing bank for further guidance. 4.6. Customers will receive a ticket when paying by contactless and this must be retained as per Conditions of Travel section 3.12 above. 4.7. When touching a contactless payment card on to the card reader, the customer is giving authorisation for the cost of the journey they wish to make including any maximum or unpaid fares, to be charged to their account. 4.8. The amount charged to a contactless payment card will be the fare or fares appropriate to the requested journey and any unpaid fares owing. 4.9. If a customer has unpaid fares for previous travel, the card is placed on the
deny list and the customer will not be permitted to travel until the amount owing has been paid in full. This can be achieved by contacting our depot on the details below. An alternative method of payment must be provided in order for the requested journey to continue. 4.10. We reserve the right to refuse or ban travel for customers with unpaid fares until the amount owing is settled. 4.11. If a contactless payment card is declined when we submit it for payment, it will be marked as denied and we reserve the right to immediately initiate debt collection procedures. In this circumstance, the customer authorises us to seek recovery using those card details until payment is made in full. 4.12. If a card is already on the deny list and an attempt is made to use it again, the card will be declined at the terminal on the bus and we reserve the right to collect unpaid fares from that card. 4.13. A customer must be prepared to show the contactless payment card used on every journey made with it to an authorised member of staff or police officer to inspect the contactless card at any time during the journey.
5. Boarding and Alighting
Customers must only get on and off the vehicle at designated bus stops or stopping points on the specific route on which travel is taking place. On some routes, customers may board and alight at places considered safe by the driver. Customers should indicate clearly to the driver of an approaching bus if they wish to board. This must be done at the boarding point and in sufficient time to enable the driver to stop safely. In all other circumstances we accept no responsibility if the driver does not stop or allow permission to board. 5.1. Passengers must not use the emergency exits on any vehicle except in genuine emergency or where instructed to do so by the driver. 5.2. When wishing to alight, please alert the driver. For your comfort and safety, please give the driver sufficient time to slow down safely before coming to a stop. Except for in exceptional circumstances, the driver is not permitted to allow passengers to get on or off the vehicle when held up in traffic or stationery at traffic lights. At bus stations and stands, passengers cannot board once the driver has signalled their intention for the vehicle to leave the stand. 5.3. We accept no responsibility for customers attempting to get on or off the bus at any prohibited place or when the vehicle is moving or for failing to alight at their destination. Pushchairs and buggies must not block any gangway or emergency exit. You may be asked to fold your pushchair or buggy if space is limited.
Luggage is carried free of charge. In the interests of safety and for the comfort of all passengers, we reserve the right to refuse or restrict the size, amount and type of luggage or other belongings that you can bring on board. This may be because the driver has reasonable cause to believe that there is insufficient space, the items of luggage may cause an inconvenience or present a danger to other passengers or the items may block any, gangway or exit. 6.1. We cannot be held liable for any inconvenience or loss caused to the customer if they are refused travel under these circumstances or if their luggage or belongings are damaged or lost whilst on the bus. Customers remain responsible at all times, for the safe carriage, handling and stability of any items brought on board. Luggage is carried at your risk and we accept no liability for any loss or damage to you or any third party however caused.
6.2. Folding bicycles are permitted on board provided they are stowed safely
and that they do not block the aisles or access to seats. There must be sufficient space on the vehicle to allow a folding bicycle on board and this is at the driver’s discretion. Ideally, folding bicycles must be carried in a suitable carrying bag to reduce the risk of injury to other passengers.
6.3. Standard non-folding bicycles cannot be carried on our buses.
6.4. We do not accept explosive, hazardous or combustible materials or items likely to present a danger to other passengers our staff of the. Liquids, such as paint, must be carried in correct and sealed containers and kept stable at all times.
7. Lost Property
Please hand any item of lost property that you find on our vehicles to the driver as soon as it is safe to do so.
7.1. If you have lost your property on one of our vehicles then call the depot on 01993
630124 to report it. You will need to provide sufficient description of the item to satisfy the office that it is your property.
7.2. All lost property found or handed in by drivers, company officials or by a third party is recorded, labelled and stored. If the lost property is contained in a package, bag or other container, we may open it and examine it in order to trace the owner.
7.3. Higher value items such as mobile phones, iPods, purses are stored for 3 months. Lower value items such as clothing, shoes, gloves etc are stored for 1 month after which items are donated to charity.
7.4. Due to health and safety foodstuffs and their containers and soiled items are disposed of after 24 hours. We reserve the right to immediately dispose of any items which we consider may become a health and safety risk.
7.5. We shall not be liable for lost property that you have asked us to replace or leave on
a vehicle for you to retrieve from the vehicle on the same day or any day thereafter. Any such requests must be made in writing and we reserve the right to refuse.
- Dogs and Other Animals
We welcome dogs of any size free of charge at any time on our vehicles, at the discretion of the driver. Dogs must be muzzled where they are likely to be dangerous or where this is legally required in accordance with the Dangerous Dogs Act or other equivalent legislation. Small animals must be caged, boxed or kept on a lead. Any animal carried must remain under control and must not be allowed to sit on the seats (although they may sit on your lap).
8.1. Customers are responsible for the behaviour of their animals at all times, and for any damage or injury they may cause to any other person or the property of another person, including company property on the vehicle. In cases where animals cause a nuisance or inconvenience to other customers, customers may be asked to leave the vehicle. A charge will be made for cleaning if the animal should soil the vehicle and for repairs should any damage be caused. We cannot be held liable for any inconvenience or loss caused
to a customer if they are refused travel or asked to leave the bus under these circumstances.
- Customer Conduct & Responsibilities.
It helps us to provide a pleasant travel environment if customers are respectful of other passengers, our staff and facilities. Otherwise, you may be refused travel or asked to leave the vehicle or our premises. In particular, you must not: | Smoke at any time – this includes cigarettes, e-cigarettes, cigars, pipes and means of lighting them. | Behave in any way which causes offence to other passengers or our staff – this includes verbal or physical abuse; inappropriate sexual or non-sexual behaviour; being under the influence of alcohol, drugs or solvents; wearing soiled or dirty clothing; putting your feet on the seats; playing personal or other music systems too loudly. | Bring or consume any item of food, drink, or other substance or materials on the vehicle in a way that causes offence or a hazard. | Consume alcohol while on the vehicle. | Leave rubbish or discarded items on the vehicle. | Lean out of the vehicle or throw or trail any article from the vehicle. | Remain on the vehicle when directed to leave by the driver or Company official. | Distribute, offer for sale or solicit for any items without our prior permission – this includes collecting for charity. | Deliberately interfere with, misuse or damage any equipment or fittings on the vehicle. |Take part in any criminal or legally prohibited activity.
- Customer Safety & Comfort.
We want all our customers to be safe during their journey. For this reason, you should observe any instructions given to you by our staff in relation to the operation of the vehicle and its overall capacity. In particular, you must not: |Board or alight from the vehicle at any place other than a recognised stopping point or, where there are no fixed stops, at a safe location at the driver’s discretion. |Speak to, distract or impede the driver in any way whilst the vehicle is in motion except in the event of an emergency. | Obstruct the doorways, exits or any other part of the vehicle so as to inconvenience other passengers or restrict their ability to leave the vehicle in an emergency – this also applies to your belongings. | Wear or use rollerblades, skates or other unsuitable forms of footwear whilst on the vehicle. | Leave unattended any small children or babies in pushchairs whilst on the vehicle.
10.1. Please advise our staff as soon as possible if: • You sustain any injury whilst on
the vehicle or if you feel unwell during your journey – they will arrange for medical assistance if necessary. • You see any suspicious items or behaviour – but take care not to endanger yourself.
10.2. Where provided, seatbelts must be worn at all times on our vehicles.
- Nursing Mothers
We support a mother’s right to breast feed her baby in public and this includes doing so on any of our buses and coaches.
CCTV may be used on our vehicles and premises to record images and audio for security, crime prevention, monitoring customer conduct and service quality, to assist us in the process of deterring smoking, vandalism, fraud, theft, anti-social behaviour and attacks on our employees and other individuals and in complaint investigation. All CCTV equipment and its operation complies with the General data Protection Act 2018. 13.2. CCTV footage may be passed to the police and prosecuting authorities to provide evidence in legal proceedings.
Customers must advise the driver immediately if any suspicious article or package is seen on or near the vehicle, if any customer or member of the public is observed acting in a suspicious manner or if any person is seen to tamper with the vehicle in any way.
14. Comments, Suggestions and Complaints
We welcome feedback from our customers on the quality of our services and improvements which need to be made. We aim to respond to you within 5 working days of receipt. For all comments, suggestions and complaints please use the following contact details:
Tel 01993 630124.
2A Windrush Valley Rd, Witney Oxon. OX28 5AA