Terms and Conditions

Conditions of Carriage

Everyone here at Sanders Coaches values your custom and will strive to ensure you enjoy your travel experience in comfort, on a clean and reliable bus and in total safety.  Our staff will treat you with politeness, respect and courtesy and we expect them to be treated in the same way.

The company will not tolerate and will press for the strongest penalties, against anyone who threatens or abuses our staff.

This document contains the conditions under which we carry you and applies to anyone who travels with us.  Our conditions are consistent with the relevant statutory regulations, including those concerning the conduct of passengers and lost property and does not affect your statutory rights.

We aim to provide a reliable and punctual service, but there may be times when this is not possible due to factors outside of our control.  This could be due to road works, diversions, traffic congestion, vehicle breakdowns, major events, and any other unforeseen circumstance.  We will take reasonable steps to advise you of any disruption to our services, either by alerts on our website, or by social media.  We shall not be liable for losses, damages, cost, or any inconvenience that you may suffer in the event of any cancellation, delay, diversion, or any other event affecting our services that is beyond our control.

Conduct of Passengers

We reserve the right to refuse you entry or may require you to leave our buses or premises at any time, if we have reason to believe your behaviour may jeopardise the safety, security and wellbeing of our staff or others.  When travelling with us you must not:

  • Smoke or consume alcohol.

  • Behave in a manner that is threatening or abusive or may cause offence for other passengers and our staff.

  • Eat or drink whilst travelling on the bus including hot drinks stored in travel flasks or mugs.

  • Play loud music or operate personal music players at a volume that may be heard by other passengers.

  • Leave rubbish or discarded items on the bus.

  • Be wearing soiled or offensively smelling clothes or carrying items which might stain the seats etc. except in an emergency.

  • Talk to the driver whilst the bus is moving, obstruct the driver’s vision or otherwise distract him/her.

  • Distribute leaflets, papers or other articles or offer anything for sale or collect for charity.

  • Interfere with or deliberately damage or deface any equipment or part of the vehicle.

You must notify a member of staff immediately if you sustain an injury whilst boarding, travelling on, or getting off one of our buses. Some of our buses are fitted with CCTV to provide added security for our customers and staff.  Any recordings made, are used solely for the monitoring of safety, security, service quality and in support of any criminal or civil proceedings. Images of you may be provided to the police or any other relevant enforcement agency.

Getting on and off the Bus

When you wish to board a bus at a bus stop, you should raise your arm to clearly indicate to the driver, as all our stops are request stops.  You must not attempt to get on or off a bus which has stopped other than at a designated bus stop, e.g., road works, traffic lights etc.  You must not use the emergency exits except in a genuine emergency.  When you wish to get off the bus, please ring the bell once, in good time, to alert the driver.

Wheelchairs and Mobility Scooters

All of our buses are low floor, fully wheelchair accessible vehicles. Each vehicle is able to carry one wheelchair, which must be parked in the designated bay against the backrest with brakes applied.

Mobility scooters can be carried at discretion of the driver. They must be a small, compact model which is able to negotiate the turn entering/exiting the bus, must fit in the wheelchair bay and must not exceed the maximum weight of the access ramp. As a rule of thumb, if the mobility scooter is fitted with lights and indicators it likely will not fit on our buses.

If you are unsure or would like further assistance please contact Sanders Coaches Ltd here.

Baby buggies and pushchairs

We will carry baby buggies in the wheelchair space, but these should be vacated should a wheelchair user wish to board.  Buggies should then be folded and place in the luggage area; they should not block the aisle at any time. 


Reasonable items of luggage may be carried subject to the availability of space, but hazardous materials such as fuel, car batteries etc. cannot be conveyed. 


Bicycles are not able to be carried on our buses except folding bicycles carried in a purpose made bag subject to space being available on the bus.


E-scooters and E-Unicycles cannot be carried on our buses.


Well behaved dogs or small animals which will not be a nuisance or danger to other passengers may be carried on our vehicles but will not be allowed onto the seats.  The driver or another Company Official may ask you to remove your dog or animal, if they are causing a nuisance or problem on the vehicle.  There is a small charge for dogs.

Fares & Tickets

Whenever you board a bus, you must either show the driver a valid prepaid ticket, bus pass, or concessionary card which the driver will check to confirm validity for the journey you are making. You must pay the fare for the journey you intend to take to the driver, whether specifically requested to do so, or not.  When you make a payment to the driver, you should ensure that you are given a ticket/receipt from the ticket machine, which corresponds to the amount you have paid and is valid for your entire journey.  You must retain your ticket for the entire journey for inspection, if requested.  If you are unable to produce your ticket, you may be asked to pay again for your journey.  There will be no charge for up to two children under 5 years, when accompanied by a full adult fare paying passenger.  Any additional children will be charged as if they were 5 years or over.  We offer reduced child fares to young people aged 5 to 15 years and an inbetweener fare for those aged 16-19 years.

Concessionary Travel Scheme

We participate in the English National Concessionary Card scheme according to their terms, conditions, and rules, which may change or vary, from time to time.  We only accept English National Concessionary Cards, with time constraints on their use, imposed by Norfolk County Council.

Lost Property

We will do our best to locate and return any property left on our buses to its owner.  Lost property can only be collected from one of our depots between 09:00 and 16:00 Monday to Friday and will not be returned to you via bus.  If you need to report any lost property to please call 01263 712800 or email [email protected]

Lost property will only be stored for 30 calendar days before being disposed of. Any items considered to be perishable, potent or soiled (such as food, fresh flowers, water bottles, dirty or wet clothing, travel mugs etc) will be immediately disposed of. Any items deemed to be illegal or dangerous will be handed in to Norfolk Constabulary, this may include drugs, offensive weapons or other suspicious items.

Data Protection

In circumstances where we collect your personal data in connection with a retail transaction, customer survey or other purpose, we will only process your data in accordance with the principles contained in the Data Protection Act 2018.


The governing law for these conditions shall be the laws of England.

Suggestions & Complaints

We are always seeking to improve our service to you, our customer and therefore we welcome all suggestions and complaints, as they ultimately help us meet that objective.  We handle all complaints with consideration and where we have failed, offer a sincere speedy response, together with a genuine commitment to avoiding any repetition.

Our contact details are as follows:

Sanders Coaches Ltd, Heath Drive, Holt, Norfolk, NR25 6ER

Tel: 01263 712800

Email: [email protected]

Directors: Mr Charles Sanders & Mr Paul Sanders.