Terms & Conditions
Amendments
In case of any amendments you request, we’ll do our best to implement them. However, we’re not sure all amendments will be possible. Note that amendments must NEVER be made directly with a driver because drivers don’t have access to make changes on the system. So if, for some reason, we have to change your driver, your new driver will only be well-informed of the system details.
For any amendment, you need to email us at bookings@weareopal.co.uk. Our system will process your request within 24 hours (so wait till that). If the driver schedule has already been done, we can’t make any amendments less than 24 hours before travel.
The amendment cost varies for each booking. If a simple amendment that doesn’t affect anything with drivers or other bookings, we do this freely and happily. If your amendment (like time adjustment) affects the driver’s legal working hours and a new driver is needed, an extra charge may apply. We’ll let you know the cost before confirming the modification you need.
Additional Pickups / Drop-offs & Waiting Time
Each booking includes one pickup and one drop-off only (unless quoted otherwise). Extra pickups or drop-offs start from £5 each, if they are nearby or on the route. For a more specific quote of the additional amount, please provide all postcodes so we can accurately inform you of the cost. If extra drops are requested during the trip, the driver may refuse and stick to the original plan. Any waiting time not agreed in advance is charged at £50 per hour.
Alcohol, Food, and Drink
You’re allowed to eat and drink on board. If you want to bring alcohol while travelling, please get it approved before the trip. Besides, any mess, like spills, vomiting, or urination, will result in a cleaning fee:
- £50 in our minibuses
- £150 in our 33-seater coach
Damage to the fleet (vandalism) will be charged on the basis of the repair costs.
Alcohol is allowed in moderation only. If the driver feels distracted, unsafe, or threatened at any point, they’ve the right to stop the trip.
Please make sure to bring a bin liner for your trash. The driver can dispose of it for free. However, if litter is left around the bus, there will be a £30 cleaning fee.
Delays & Liability to Service
OPAL™ cannot be held responsible for delays caused by traffic congestion, road accidents, adverse weather conditions, or anything else beyond our control that may cause any delay. Both sides understand that transport, like in minibus hire, delays can happen as part of normal operations and are not the company’s fault. These are usually caused by earlier jobs running late, traffic, accidents, or vehicle issues.
If your driver is delayed by more than 60 minutes and we’re unable to replace a delayed bus within 1 hour and 30 minutes from your pick-up time, you may choose to arrange your own transport as an alternative. In that case, you may be eligible for a deposit refund to OPAL™ only.
If the driver has to take a different route due to traffic, weather, or any unforeseen reasons, and you arrive late or miss a flight, meeting, or event, neither the driver nor OPAL™ is responsible for any loss or extra costs. In addition, if the vehicle you hired for the journey has any mechanical issues before heading on the way or during the journey, then no replacement is available. OPAL™ will not be held liable for any losses or compensation. In some cases, at management’s discretion, a deposit refund may be offered.
Cancellation & Refund Policy
If you change your plan and need to cancel your ride, you must email us in writing. Note that customer deposits are non-refundable in case of cancellation. If you’ve paid the full balance, we’ll refund the amount without the deposit paid.
We understand that plans can change due to weather, event cancellations, or, unfortunately, ill health, so we’re always happy to move your deposit to a future booking if needed. If we ever have to cancel, you’ll get a full refund. All refunds will be processed within 7 working days after you send a written request.
Damages / Spillage
In case any passenger causes any damage or spills, such as soft drinks, water, wine, or any form of liquid, they will be charged accordingly by the driver, starting from £25.
Any fines for damage or mess must be paid in cash to the driver directly. Apart from this, drinking alcohol is not permissible while travelling unless it has been agreed before booking the trip. The driver may allow it at their discretion, but only if they clearly say yes.
Complaints
We know that no one is likely to read this section. We always try our best to keep every passenger happy, and complaints are very rare. But if you do have one, please email us with a full, detailed complaint and your booking reference number. We’ll look into it and get back to you within 3 working days to deal with and resolve.
Dogs
Guide dogs are always welcome. However, other dogs are allowed too (maximum 2), as long as they are well-behaved. A £50 charge is applied for any mess or foul caused by your dogs.
Children & Babies
Every person, including babies, is included in the passenger count and needs their own seat. Sometimes, we can provide the correct child seats for £25 each (if available), but most customers bring their own. We’ll safely store your seat and make sure it’s only used for your return journey, not for anyone else.
Vehicle Breakdown Policy
If a vehicle breaks down, we are authorized to send a replacement or split the group into multiple smaller vehicles. This helps us complete your journey without long delays, using trusted partner companies when needed.