Terms & Conditions | Irving of Dalston

Terms & Conditions – Private Hire

A 15% deposit is required to secure your booking and the balance is required ten days prior to the trip/event. Payment can be made by cash, cheque, credit/debit card or bank transfer (details supplied on request). We will e-mail a polite reminder to you when the balance is due.
Deposits are non-refundable if notice of cancellation is given less than ten days before the trip. Full payment of the outstanding balance must be received by the deadline specified in our balance payment email. If payment has not been received by this date, we may contact you to request payment. If the outstanding balance remains unpaid, we reserve the right to cancel your booking. Please note that if your booking is cancelled due to non-payment by the specified deadline, your deposit will be non-refundable.
Bookings may be transferred to an alternative date (at the Company’s discretion – subject to availability) with a minimum of 7 days’ notice. Changes may not always be possible.
Parking fees and airport charges, where applicable, are additional to the price quoted unless otherwise stated. It is the responsibility of the customer to source any parking fee either prior to the trip or on the day where necessary.
Please check your booking confirmation and inform us as soon as possible if anything is incorrect. It is the customer’s responsibility to inform us of any amendments where necessary. Please note this may have an effect on the cost that has already been provided based on information prior to amendment.
Where the booking is cancelled or changed by reason of unusual and unforeseeable circumstances beyond our control, the consequences of which could not have been avoided even if all due care had been exercised. These circumstances, which we call force majeure, include, but are not limited to, war or threat of war, riot, civil strife, terrorist activity, industrial disputes, fire, quarantine, epidemic or health risks, natural or nuclear disasters, port and terminal closures and adverse weather conditions may be subject to charges.
We always advise arriving at the pick up point 10 minutes before the scheduled departure time. The driver has the right to leave the destination 30 minutes after the departure time, late departures from the destination will be subject to additional charges. For airport departures, the coach will wait up to 2 hours after which an additional £40 will be charged by invoice. This is, of course, subject to driver’s hours not being exceeded on the original coach – if this is the case then we will have to dispatch another driver and possible coach which may incur extra charges.
Irving of Dalston Limited are not responsible for reimbursing any costs incurred due to late arrival at a destination. If the Company gives its advice on journey times this is in good faith, but in today’s conditions does not guarantee the completion of any journey at a specific time and will not be liable for any loss or inconvenience caused by any traffic delay or breakdown.
All vehicles have a NO SMOKING / VAPING policy on board.
Strictly NO ALCOHOL or GREASY FOOD is to be consumed on the coach without prior consent from the Company.
Security deposit – any late night club/pub runs and other social events may incur a refundable security deposit at our discretion, in addition to any other charges. Once the vehicle has returned to the depot, any costs incurred in cleaning and/or repairing the vehicle will be subtracted from the security deposit before the balance, if any, is refunded.
Irving of Dalston Limited reserves the right to operate journeys using its own vehicles or those provided by suitably qualified and licensed third-party coach operators. Where reasonably necessary, we may substitute the vehicle allocated to a booking, provided that the replacement vehicle is suitable for the intended journey. Please note that vehicle specifications, including seating configurations and onboard facilities, may vary depending on the vehicle provided.
There will be an additional charge on executive coaches for the use of the toilet facilities. A request for use of the toilet must be made to the Company before the trip. A charge is made for emptying/cleaning fees. Anyone found to be using the toilet facilities, when no request has been made prior, will be responsible for the cleaning fee.
All passengers must ensure that they have appropriate travel insurance as we will not be held responsible for lost/damaged luggage.
Irving of Dalston Limited take no responsibility for lost property or articles left on the coach as they are done so at the owner’s risk. Any unclaimed items will be disposed of after four weeks.
All items of luggage must be clearly labelled with contact details.
All passengers must remain seated in the correct position throughout the journey with their seatbelt on. Any passenger not adhering to this will compromise any possible claim for personal injury. All personal items are carried at the owner’s risk – it is your responsibility to ensure that your items are secure.
Where children or young people are travelling with us, the person making the booking is responsible for ensuring that appropriate supervision, parental or guardian consent, and any other necessary arrangements are in place, where required.
The organiser will be liable for the cost of damage sustained to the coach by any member of their party.
Coaches must be left in a satisfactory condition – should the coach require valeting following a trip, you will be billed accordingly.
Whilst on a trip, you should consider other people, observe any local rules and behave in an acceptable manner. For the convenience of the majority of the passengers, drivers will on no account wait for stragglers or members of the party who fail to join their coach at the pre-agreed time.
Irving of Dalston Limited operates a zero-tolerance policy towards abusive, threatening, or violent behaviour towards our drivers or staff. We reserve the right to withdraw our coach or coaches from service immediately if such behaviour occurs. All customers are expected to behave responsibly and respectfully towards our drivers, staff, fellow passengers, and company property throughout the journey. The following behaviour will not be tolerated:
- Abusive, threatening, or aggressive behaviour.
- Physical violence or threats of violence.
- Damage to, or deliberate misuse of, vehicles or other property.
- Excessive intoxication that affects the safety or comfort of others.
- Any behaviour that compromises the safety of the driver or other passengers.
- Deliberate disruption of the journey or interference with the driver's duties.

Where a passenger's behaviour presents a safety risk or causes serious disruption, we reserve the right to refuse boarding, terminate their journey, or require them to leave the vehicle at a safe and appropriate location.

No refund will be due where a passenger is refused travel or removed from a journey as a result of their misconduct, subject to applicable law.

23. Personal information provided to us will be handled in accordance with our Privacy Policy.

24. If you have a complaint during your trip, you should tell the driver/representative at the earliest opportunity so that they can do their utmost to resolve the problem immediately. If they are unable to resolve the problem to your satisfaction, please forward any complaints/grievances in writing to the Company Manager.

On receipt of a deposit / full balance or written confirmation, you have acknowledged and accepted our Terms & Conditions.

Updated 15th October 2026

About us:
Irving of Dalston Limited

3 Lingyclose Road

Dalston, Carlisle

CA5 7LB

Company Number: 16844693