Passenger terms of use policy

These terms apply to all passengers travelling on a minibus operated by Changing Lives Together operating as ‘Your Bus’. By boarding the vehicle, passengers agree to follow these rules to ensure safety, comfort, and a positive experience for everyone.

1. General Conduct

Passengers must behave in a respectful, safe, and considerate manner at all times. This includes:

Treating the driver, other passengers, and staff with courtesy.
Following all instructions given by the driver.
Avoiding any behaviour that may distract the driver or compromise safety.

2. Safety Requirements

Seatbelts must be worn at all times where fitted.
Passengers must remain seated while the vehicle is moving.
Emergency exits must not be obstructed.
Passengers must not interfere with doors, windows, or safety equipment.
Children must be supervised by a responsible adult at all times.

3. Prohibited Behaviour

The following are not permitted on any Changing Lives Together vehicle:

Smoking or vaping.
Consumption of alcohol
Illegal drugs or substances.
Aggressive, abusive, or threatening behaviour.
Excessive noise, disruptive conduct, or behaviour that endangers others.
Tampering with the vehicle or equipment.
Passengers who breach these rules may be refused travel or removed from the vehicle.

4. Food, Drink, and Cleanliness

Food and drink must not be consumed.
Passengers must keep the vehicle clean and dispose of rubbish appropriately.
Any spillages, damage, or excessive mess may result in cleaning charges to the passenger.

5. Personal Belongings

Luggage must be stored safely in designated areas.
Aisles and exits must remain clear.
Changing Lives Together accepts no responsibility for loss, theft, or damage to personal items.
Hazardous, flammable, or dangerous items are not permitted.

6. Accessibility and Assistance

Passengers requiring assistance should inform the driver, drivers are authorised to help passengers on and off vehicles.
Mobility aids must be safely secured.
Drivers will ensure wheelchairs are securely clamped.
Assistance dogs are welcome.
There will no charge for a personal assistant who is supporting a passengers mobility need.

7. Boarding and Departure

Passengers must be ready to board at the agreed times.
The driver may depart if passengers are late, and no refund or compensation will be provided.
Passengers must board and exit the vehicle safely and only when instructed.

8. Damage and Liability

Passengers are responsible for any damage they cause to the vehicle or equipment.
Changing Lives Together may charge the Customer for repairs, cleaning, or loss of service.
Changing Lives Together is not liable for delays, missed connections, or consequential losses caused by traffic, weather, breakdowns, or events beyond our control.

9. Behaviour Leading to Refusal of Travel

Passengers who refuse to become a ‘Your Bus’ Member, CLT as the operator can only offer a membership-based travel service.

Changing Lives Together reserves the right to refuse travel or require a passenger to leave the vehicle if they:

Pose a safety risk.
Are intoxicated or under the influence of drugs.
Act in a threatening, abusive, or disruptive manner.
Refuse to follow safety instructions.
No refund will be provided in such cases.

10. Data Protection

Passenger information may be collected for safety, safeguarding, or operational purposes.
Video is in place on all vehicles for driver and passenger safety, you agree to this filming when you use our service.
All data is handled in accordance with UK GDPR.

11. Governing Law

These terms are governed by the laws of England and Wales.

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