Terms & Conditions
Last updated: August 2026
These Terms & Conditions apply to bookings and services provided by 966 Cars & Coaches. By requesting, accepting or making a booking with us, you agree to these Terms & Conditions.
1. About Our Services
966 Cars & Coaches provides private hire cars, airport transfers, minibuses, coaches, corporate transport, wedding transport, event transport and group travel across Hull, East Yorkshire and beyond.
We provide transportation using vehicles and drivers that are suitable for the requirements of the booking.
2. Making a Booking
A booking is only confirmed once 966 Cars & Coaches has accepted the booking and, where applicable, the customer has received a booking confirmation.
A quotation, enquiry or availability request does not by itself constitute a confirmed booking.
Customers are responsible for providing accurate information when making a booking, including:
- Name and contact details
- Pickup address
- Destination
- Date of travel
- Pickup time
- Number of passengers
- Number of children
- Luggage requirements
- Any relevant accessibility or special requirements
Incorrect or incomplete information may affect the service provided and may result in additional charges or the inability to fulfil the booking.
3. Quotations and Prices
Quotes are based on the information provided at the time of enquiry.
Unless specifically stated otherwise, a quotation is not guaranteed until the booking has been accepted.
The agreed price may change if there are significant changes to the booking, including:
- Changes to pickup or destination
- Additional stops
- Increased passenger numbers
- Additional waiting time
- Changes to the vehicle required
- Significant changes to the journey
- Additional requirements requested by the customer
Where additional charges are required, we will inform the customer where reasonably possible.
4. Payment
Payment arrangements will depend on the type of booking.
Payment may be required in advance, at the time of booking, before the journey or in accordance with agreed account terms.
Where payment is not made as agreed, we reserve the right to cancel the booking or refuse to provide the service.
For account customers, payment must be made in accordance with the agreed payment terms.
5. Cancellation
Cancellation charges may apply depending on when a booking is cancelled.
Unless different terms have been agreed in writing:
- More than 48 hours before pickup: no cancellation charge.
- Within 48 hours of pickup: up to 50% of the booking price may be charged.
- Within 24 hours of pickup: up to 100% of the booking price may be charged.
- No-show: up to 100% of the booking price may be charged.
Different cancellation terms may apply to large group bookings, coach hire, weddings, events, corporate bookings or bookings requiring dedicated vehicles or drivers.
Please see our Cancellation Policy for further information.
6. Customer Changes
Customers must notify us as soon as possible if they need to change a booking.
Changes to the date, time, pickup location, destination, passenger numbers, vehicle requirements or journey arrangements are subject to availability.
Additional charges may apply where a change results in additional mileage, waiting time, vehicle requirements or other costs.
7. Pickup Times
Customers should be ready at the agreed pickup location at the agreed time.
Customers are responsible for ensuring that they are at the correct pickup point and can be located by the driver.
If the driver is unable to locate the passenger, reasonable efforts may be made to contact them.
Failure to attend the agreed pickup location may result in the booking being treated as a no-show.
8. Waiting Time
Reasonable waiting time may be allowed depending on the type of booking.
Additional waiting charges may apply where a passenger is not ready at the agreed pickup time.
For airport transfers, waiting arrangements may differ depending on the airport, flight information provided and the specific booking.
Any waiting arrangements or charges agreed at the time of booking will take precedence.
9. Airport Transfers and Flight Delays
Customers should provide accurate flight information when requested.
Where flight information has been provided correctly and flight monitoring is reasonably available, we will make reasonable efforts to take flight delays into account.
However, flight delays, cancellations, diversions, airport restrictions, traffic and other circumstances may affect the service.
Customers should contact us as soon as possible if their flight or travel arrangements change.
10. Journey Times
Journey times provided by 966 Cars & Coaches are estimates and cannot be guaranteed.
Traffic, roadworks, accidents, weather, road closures, events and other circumstances can cause delays.
We will make reasonable efforts to complete journeys as efficiently and safely as possible.
Drivers will not be expected to drive dangerously or exceed legal speed limits in order to meet an estimated arrival time.
11. Vehicle Allocation
We will provide a vehicle appropriate for the agreed booking wherever reasonably possible.
Specific vehicle makes, models or colours cannot always be guaranteed unless expressly agreed in writing.
Vehicle availability may occasionally require us to substitute a vehicle with another vehicle of a similar or appropriate specification.
Where a vehicle substitution is necessary, we will aim to provide a suitable alternative.
12. Passenger Numbers and Luggage
Customers must provide accurate passenger and luggage requirements when booking.
The number of passengers and amount of luggage must not exceed the capacity of the vehicle provided.
If the passenger or luggage requirements are significantly greater than those stated at the time of booking, we may need to provide an alternative vehicle or additional vehicle.
Additional charges may apply.
We cannot guarantee that all luggage can be carried if the amount or size of luggage exceeds the information provided when booking.
13. Child Seats
Customers should advise us at the time of booking if child seats or other child-related requirements are required.
Where child seats are requested, availability and suitability must be confirmed before the journey.
Customers are responsible for providing accurate information regarding the age, size and requirements of children travelling.
14. Passenger Behaviour
Passengers must behave in a reasonable and respectful manner towards drivers, other passengers and vehicles.
Passengers must not:
- Abuse, threaten or intimidate the driver
- Damage the vehicle
- Interfere with the safe operation of the vehicle
- Consume illegal substances in the vehicle
- Smoke or vape where prohibited
- Engage in behaviour that creates a safety risk
- Refuse reasonable instructions relating to safety
We reserve the right to refuse or terminate a journey where a passenger’s behaviour presents a safety risk or makes it unreasonable for the journey to continue.
No refund will normally be provided where a journey is terminated due to serious passenger misconduct.
15. Alcohol
Passengers must comply with applicable laws and reasonable instructions from the driver regarding alcohol.
The driver may refuse the consumption of alcohol where this is prohibited, creates a safety concern or is likely to result in damage, nuisance or unacceptable behaviour.
16. Smoking and Vaping
Smoking and vaping are not permitted in our vehicles unless expressly authorised.
Customers may be responsible for cleaning, repair or other reasonable costs resulting from smoking, vaping or associated damage within a vehicle.
17. Damage and Cleaning
Customers may be responsible for reasonable costs resulting from damage to a vehicle caused by themselves or members of their booking party.
This may include:
- Damage to seats or interior fittings
- Spills or stains
- Excessive cleaning
- Vomit or other bodily fluids
- Damage caused by luggage
- Other damage caused by passenger misuse
Any charge will be based on the reasonable cost of cleaning, repair or restoration.
18. Lost Property
Customers are responsible for checking the vehicle before leaving.
If lost property is found, we will make reasonable efforts to identify and return it to the customer.
We cannot guarantee that lost property will be recovered.
Customers may be responsible for reasonable postage or delivery costs where an item needs to be returned.
19. Driver Responsibilities
Our drivers are expected to operate vehicles safely, professionally and in accordance with applicable laws and regulations.
Drivers have the authority to make reasonable decisions regarding passenger safety and the safe operation of the vehicle.
Drivers will not be required to undertake any journey or action that would be unlawful or unsafe.
20. Safety
Passengers must comply with reasonable safety instructions given by the driver.
Seat belts must be worn where required by law.
Passengers must not obstruct emergency exits, interfere with vehicle controls or otherwise compromise the safety of the vehicle.
21. Accessibility and Special Requirements
Customers should tell us about any accessibility or special requirements before booking.
We will make reasonable efforts to identify a suitable vehicle where possible.
Vehicle suitability depends on the specific requirements of the passenger and the vehicle available.
Customers should contact us before booking if they require assistance or need to discuss a specific accessibility requirement.
22. Delays and Circumstances Outside Our Control
We will make reasonable efforts to provide services as booked.
However, we cannot accept responsibility for delays, disruption or failure to provide a service caused by circumstances outside our reasonable control.
These may include:
- Severe weather
- Traffic congestion
- Road closures
- Accidents
- Vehicle breakdowns
- Police or emergency incidents
- Industrial action
- Airport disruption
- Road restrictions
- Natural disasters
- Government restrictions
- Other circumstances outside our reasonable control
Where disruption occurs, we will make reasonable efforts to minimise its effect and provide an alternative arrangement where possible.
23. Vehicle Breakdown
Although our vehicles are maintained and operated with reasonable care, mechanical or other unforeseen failures can occur.
If a vehicle breaks down, we will make reasonable efforts to arrange a replacement vehicle or alternative transport where available.
Replacement vehicles may differ from the originally allocated vehicle.
24. Multiple Vehicles
Where passenger numbers or luggage requirements exceed the capacity of a single vehicle, we may recommend or provide multiple vehicles.
The customer will be informed of the relevant pricing before the booking is confirmed where reasonably possible.
25. Third-Party Services
In some circumstances, we may use third-party operators, transport providers or suppliers to assist with fulfilling a booking.
Where a third-party operator is used, we will take reasonable steps to ensure that the service provided is appropriate for the booking.
26. Corporate and Account Bookings
Corporate customers or account holders may be subject to separate written agreements covering pricing, payment terms, cancellation arrangements and other conditions.
Where separate written terms have been agreed, those terms will take precedence over these general Terms & Conditions where there is a conflict.
27. Complaints
We aim to resolve customer concerns fairly and promptly.
If you are unhappy with any part of our service, please contact us as soon as possible.
Please see our Complaints Policy for further information.
28. Liability
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful.
Subject to applicable law, we will not be responsible for losses that are not reasonably foreseeable or that arise from circumstances outside our reasonable control.
We will not be responsible for losses caused by inaccurate or incomplete information supplied by the customer.
Customers remain responsible for their personal belongings and luggage while travelling with us.
29. Personal Information
We process customer information in accordance with applicable UK data protection law.
Information provided when making a booking may be used to arrange and provide the requested service and for other legitimate business purposes.
Please see our Privacy Policy for further information.
30. Website Information
We aim to keep the information on our website accurate and up to date.
However, vehicle availability, prices, services and other information may change without notice.
Website information does not constitute a guarantee that a particular vehicle, service or price will be available unless confirmed as part of a booking.
31. Changes to These Terms
We may update these Terms & Conditions from time to time.
The latest version will be published on our website and will apply to bookings made after the updated terms come into effect.
Terms specifically agreed with a customer at the time of booking will continue to apply to that booking unless otherwise agreed.
32. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
Any disputes will be dealt with in accordance with the applicable laws and jurisdiction of England and Wales, subject to any mandatory rights a customer may have under applicable law.
33. Contact Us
If you have any questions regarding these Terms & Conditions, please contact 966 Cars & Coaches using the contact details provided on our website.
966 Cars & Coaches
Hull, East Yorkshire
United Kingdom
Website: 966cars.co.uk