Conditions of Carriage

Conditions of Carriage – Sanders Coaches Ltd. revised January 2026

Introduction
Sanders Coaches Ltd. is an award-winning local bus and coach company based in Holt, Norfolk. Our aim is provide, reliable and safe bus and coach travel. These Conditions of Carriage aim to inform and advise you of the rules and expectations that apply when travelling on our vehicles and also explain some of our key policies and rights of our customers.
As a customer of Sanders Coaches Ltd. it is assumed that you accept these Conditions of Carriage by either purchasing a ticket, using a pre-purchased ticket or using any accepted means of valid travel – such an English National Concessionary Travel Scheme card, Norfolk County Council issued school bus pass or Staff Travel pass.
Please note that these Conditions of Carriage do not affect your statutory rights as a consumer and do not limit our liability for death or personal injury resulting from our negligence, nor do we limit our liability for fraud.

Planning your journey
Information regarding our services including timetable and route maps can be found on our website at www.sanderscoaches.com. You can also contact our Customer Services team via phone on 01263 712800 or via email to [email protected]. Printed bus timetables are usually available on our buses, or from key Bus Stations, Tourist Information Centres and Libraries in cities, towns and villages that we serve.
Our website provides service updates relating to delays and disruption that may be encountered on your journey. This information is provided in good faith and it is advised that customers check this channel prior to making a journey with us.
Sanders Coaches Ltd. cannot guarantee the accuracy of information provided by any third party providers, such as online journey planners.
Catching the bus
Customers are advised to arrive at their boarding point at least five minutes prior to the advertised departure time. Please note that the times shown on our timetable are final departure times, not arrival times. Buses are unable to wait for passengers arriving at the bus stop late.
All of our bus stops are “request stops” where customers should make a clear signal to the driver that they wish to board the bus by raising their arm as the bus approaches. If you have difficulties doing so, you should wait clearly at the bus stop in view of driver.
Please allow passengers to alight the vehicle before you attempt to board.
Once the bus driver has closed the doors of the bus and signalled to pull into traffic, they are unable to stop and re-open their doors.

Fares and tickets
We aim for our fares and tickets to be fair and transparent, with clear information available to our customers. Standard tickets can be purchased in advance of your journey via our app or online, or from the driver at the point of boarding use cash or contactless card. Drivers have access to only limited change, so may be unable to offer you change for a high value note. In this instance, they may offer you are credit note which you can use against a future fare or request a refund of from another bus driver or from our Customer Services team.
To travel on any of our services, customers must be in possession of either:
•A valid single, return, day, weekly or termly bus ticket.
•A valid Norfolk County Council school travel pass.
•A valid English National Concessionary Travel card.
•A valid Sanders Coaches staff travel pass, or other operator’s travel pass already agreed for acceptance.
•A valid travel warrant.
•A valid accepted rail ticket where acceptance has been agreed in an emergency.
Single tickets are only valid for one journey, you cannot break the journey midway and continue the journey at a later time. This requires two single fares. Return tickets are valid for two pre-defined journeys as per the boarding stages shown on the ticket on the day of travel.
Purchase of a return, day, weekly, monthly or termly bus ticket does not offer a guarantee of a seat or future travel.
Tickets must be retained for inspection throughout the journey you are making.
We are unable to accept any defaced, torn or soiled tickets which cannot be verified as a result. Similarly, we cannot accept photographs of tickets or bank statements showing proof of purchase.
No refund will be made for lost, stolen, defaced, damaged or unused tickets once purchased.
Customers should check at the point of issue that the ticket they asked for is correct, showing the date and time of travel and the boarding stages of the journey, they are making. For security, the driver is unable to amend the ticket any later than the point of sale.
Young Person fares apply to those aged 5 to 19. An adult fare applies from the 20th Birthday. Two children under the age of 5 may travel free of charge with an accompanying fare paying adult.

Student/Education passes
Sanders Coaches Ltd. accepts valid Norfolk County Council issued and company issued student and education passes on valid journeys during term time only. These are not valid on weekends or during school holidays and can only be used immediately before or after school for the journey shown on the pass.
Customers travelling outside of these times should purchase a normal ticket.
Drivers are instructed to inspect passes at the start of each journey. Invalid, damaged or hotlisted passes will be removed. Customers should contact Norfolk County Council for replacement.
If your student/education pass is lost, stolen or damaged you will only be allowed to travel by paying a standard bus fare. You may request a temporary bus pass from school reception for future use until you order and receive a replacement bus pass.
Students are carried subject the conditions set out in this document as well as any conditions set by Norfolk County Council Travel & Transport.

Travelling with luggage
Subject to sufficient space being available, customers are permitted to travel with reasonable luggage. What is reasonable or unreasonable is at the discretion of the driver and may vary between vehicles. Such articles will not be carried include:
•Flammable or solvent materials, such as petrol or diesel in a jerry can.
•Bulky or cumbersome items such as furniture or large electrical appliances.
•Items which may cause damage to or soil a vehicle.
•Anything which may cause injury or discomfort to another passenger.
Luggage is carried at the risk of the owner. We cannot accept liability for any loss or damaged caused to the item whilst travelling on the bus.

Cycles, e-cycles, unicycles and e-scooters
Subject to sufficient space, you may bring a folding cycle or scooter onto the bus. This must be able to be stowed safely in the luggage hold without blocking access to an aisle or emergency escape.
Standard cycles which are not designed to fold, e-cycles and e-scooters cannot be carried under any circumstances.
Permitted cycles are carried at the risk of the owner. We cannot accept liability for any loss or damaged caused to the item whilst travelling on the bus.

Buggies, pushchairs and prams
Children travelling in a buggy, pushchair or pram are welcome onboard our buses, however, there is limited space onboard. Some buses have a designated buggy zone, others do not. If the bus is busy, or the buggy zone is already full, you may be asked to fold your buggy and place it in the luggage hold. No buggy, pushchair or pram should block an aisle or emergency escape.
In the instance that the buggy zone is full, or the bus you are travelling on does not have a buggy zone, you may place your buggy in the wheelchair bay if it is not in use. Please note, however, that this space is prioritised for wheelchair users and you will be expected to fold your buggy or move elsewhere should a wheelchair user wish to board further along the route.
When travelling with a buggy, pushchair or pram you must apply the parking brakes and hold the buggy whilst the vehicle is in motion. You must also not hang or store excessive shopping or luggage to the buggy, pushchair or pram which may cause it to become unbalanced.
Buggies, pushchairs and prames are carried at the risk of the owner. We cannot accept liability for any loss or damaged caused to the item whilst travelling on the bus.

Wheelchair accessibility
We aim for our services to be fully accessible to those with disabilities or using a wheelchair. Almost all of our vehicles are either low floor or have a wheelchair ramp, however, in emergency circumstances it may be necessary to use a non-wheelchair accessible vehicle or substitute vehicle. In this instance, our drivers are informed to contact their supervisor or manager to arrange alternative transport.
Wheelchair capacity is limited in line with construction of the vehicle and we can only safely carry one wheelchair per bus, offered on a first come first served basis. Wheelchairs may only travel within the designated area, reversed against the provided backrest with the arm rest deployed.
Wheelchair users will be given priority use of the wheelchair space over a buggy, pram or pushchair.
If you can and the need arises, you may vacate your wheelchair and stow it in the luggage or buggy zone.

Mobility scooters
At the driver’s discretion, small class 2 mobility scooters may travel onboard our buses. The mobility scooter user must be competent to safely operate the scooter and be able to safely park it in within the wheelchair bay.
Mobility scooters are carried at the risk of the owner. We cannot accept liability for any loss or damaged caused to the item whilst travelling on the bus.

Travelling with animals
Animals may be carried at the discretion of the driver, who shall be entitled to request removal of the animal from the vehicle at any point during the journey. No animal may occupy a seat.
Please note that dogs, except recognised assistance dogs, are subject to a fare of 50p per single journey or £1.00 all day. Tickets for dog travel can be purchased from the driver using cash or contactless card.
At all times, animals must be well behaved, clean and free of odour. They must also be suitably restrained using a lead or cage and not travel on the upper deck of a double deck vehicle. It is the responsibility of the owner to ensure they are under control whilst travelling.

Passenger conduct
All passengers are welcome aboard our buses; however, we reserve the right to refuse entry or ask you to leave our vehicles at any time if we believe that your behaviour may jeopardise the safety, security and wellbeing of our staff or customers.
You must not:
1. Smoke, vape or consume alcohol.
2. Behave in a manner that is threatening or abusive to staff or customers or may cause offence to anybody onboard the vehicle.
3. Bring hot food or drink onto the vehicle.
4. Play loud music or operate personal music players at a volume that may be heard by other passengers.
5. Leave rubbish or discarded items on the bus.
6. Wear soiled or offensively smelling clothes or carry items which may stain or soil seats.
7. Talk to the driver whilst the bus is moving, obstruct their view or otherwise cause a distraction to them.
8. Without authorisation, distribute leaflets, papers or other items, collect for charity or use our vehicle as a mechanism for making sale of goods or services.
9. Interfere or deliberately damage, deface or soil any part of the vehicle.
10. Attempt to board or alight the vehicle at any point other than a designated bus stop.
Sanders Coaches Ltd. are supportive of mothers who wish to breast feed a child whilst travelling on the bus.
Our staff have the right to work without fear, harassment, intimidation or discrimination. We will support any travel ban or prosecution against passengers who do not adhere to this.
For your safety you must remain seated until the vehicles comes to a complete stop before leaving your seat and you must wear a seatbelt if they are fitted. If the bus is busy and you are travelling as a standing passenger, you must stand on the lower deck, behind the driver and firmly hold onto a handrail whilst travelling.
Please note that whilst we make reasonable effort to control the behaviour of other passengers on the bus, we will not be held liable to you for the actions of any of any other passengers.

CCTV
Almost all our vehicles are fitted with CCTV which records video and sound for the purpose of safety, security, crime prevention and insurance protection. CCTV data may be passed to the police or other enforcement agency upon lawful and reasonable request. CCTV footage is processed by us in accordance with the GDPR/Data Protection Act 2018.
Passengers may request CCTV footage of themselves by contacting our Customer Services team and making a Subject Access Request. It may not always be possible to provide this footage if circumstances do not allow us to.

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 17:00 Monday to Friday.
Lost property will not be returned to you via post, delivery or by sending it back via another bus. Please note that any items left on a vehicle may not be available for collection on the same or next day, depending on the work allocated to that vehicle.
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.

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

Customer Feedback
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.

You can contact us by the below means:
Tel: 01263 712800
Email: [email protected]
Post: Sanders Coaches Ltd, Heath Drive, Holt, NR25 6ER