Terms and Conditions of Carriage

Hotel Hoppa / Hallmark Connections Ltd.

These Terms and Conditions of Carriage (“Terms and Conditions”) are an important document. They are deemed to be incorporated into and to be conditions of your travel on our buses and your use of our products and services. They may change from time to time and the latest version shall apply.

Hallmark Connections values your custom and will endeavour to ensure you travel safely and in comfort on a clean, reliable bus service. This policy 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 relating to the conduct of passengers and lost property and do not affect your statutory rights. Conditions may vary on certain services operated on behalf of other organisations. Any variations will be publicised locally. Entrance into any of the company’s vehicles or premises confirms acceptance of these conditions.

General Conditions

We aim to provide a safe, reliable and punctual service but there are occasions when we are simply unable to run as advertised due to factors outside our control such as road works, diversions, exceptional traffic congestion, major events, extreme weather conditions and other unforeseen operating circumstances.

Wherever possible, we will take reasonable steps to advise you of any disruption to services but, in the event of cancellation, delay, diversion or termination of any service or the service being unavailable to you as a result of the vehicle being fully loaded or for any other reasons, we shall not be liable for losses, damages, cost or inconvenience that you suffer as a result.

We reserve the right, for operational or other reasons, to alter, suspend or withdraw services, conditions or fares at any time.

We do not guarantee that services will connect unless we specifically advertise a guaranteed connection.

We do not in any way exclude or limit our liability for death or personal injury resulting from our negligence nor are your statutory rights as a consumer affected.

Entrance into any of our premises or vehicles confirms acceptance of these conditions.

Conduct of Passengers

Travelling by bus means you share the space with other people. You must therefore do nothing which endangers or causes discomfort to any other person on the bus. We reserve the right to refuse you entry, or require you to leave our buses or premises at any time, should we have reason to believe that your behaviour jeopardises the safety, security and comfort of others.

When travelling with us:

  • You must not smoke – either conventional tobacco products or any form of electronic cigarettes or personal vapourisers
  • You must behave in a manner that is not abusive or threatening and does not cause offence to other customers or staff.
  • You must refrain from eating and drinking on the vehicle.
  • No alcohol may be consumed on our vehicles, and you must not bring opened bottles, cans or other containers of alcohol onto our vehicles.
  • For guidance purposes: prohibited articles shall include but are not limited to the following: food and drinks or other fluids in non-spill proof or open containers; opened bottles or other containers of alcoholic drinks (ie; unopened alcoholic drinks can be carried on condition that they remain unopened during transit, alcoholic drinks that have been opened may not be carried at all); drugs or other illegal substances.
  • Refrain from leaving rubbish or discarded items on the bus.
  • You must not be wearing soiled working clothes or carrying any soiled items which might stain the seats etc
  • Follow the instructions of our staff and act in a manner which shows due regard for the safety and comfort of other customers and company employees, including not standing adjacent to emergency exits, the vehicle entrance, next to the driver or sitting in gangways, on staircases or standing upstairs on a double deck vehicle.
  • Notify a member of staff immediately if you sustain an injury whilst boarding, travelling on or getting off a bus.
  • Follow the directions of staff concerning the maximum number of standing passengers that a bus is permitted to carry. All of our vehicles contain clear signage setting out their standing capacity.
  • Except in an emergency, you must not talk to the driver whilst the bus is moving, obstruct the driver’s vision or otherwise distract him.
  • Have due regard at all times for the needs of our elderly, young and disabled customers and, in particular, vacate seats and spaces designed for the elderly and disabled when requested.
  • You must not distribute leaflets, papers or other articles, or offer anything for sale or collect for charity, without our prior written consent.
  • You must not interfere with equipment fitted on the vehicle.
  • You must not deliberately damage or deface any part of the vehicle.

Intending customers who, in the opinion of the driver or other company officer, appear likely to behave in an antisocial manner may not be allowed to travel.

If you are in breach of these and other statutory regulations you will be obliged to give your name and address to a company officer or may be restrained or removed from the bus or our premises by a company officer, a police officer or a community support officer and refused further travel without refund. We also reserve the right to take any other measures we consider necessary to protect the safety and comfort of our customers and staff including temporarily or permanently banning you from travelling with us following an incident of misconduct.

Buses and premises may be fitted with audio CCTV to provide added security for our customers and staff. Appropriate signage will be in place where audio CCTV is in use and the video and sound recordings used solely for the monitoring of safety, security, service quality and in support of relevant criminal and civil legal proceedings and complaint investigation. Images of you may be provided to the police, VOSA, the Traffic Commissioner or any other enforcement agency at their reasonable request.

Whilst we will do everything we reasonably can to control conduct of other customers, we cannot be held responsible for their conduct.

Getting on and off the bus

In most urban areas, buses will normally pick up and set down passengers at marked bus stops. In busy areas, certain stops will be allocated to specific services.

You must not attempt to board or alight from a moving bus or from a bus which is stationary at a point which is not a designated bus stop such as traffic lights and road works etc.

You must not attempt to board a bus once it has left its designated stand in any bus station.

You must not use the emergency exits on any vehicle except in a genuine emergency.

In certain areas there are no designated bus stops and, in those areas, buses will stop on request where it is safe to do so. You should always pick a point away from parked cars, road junctions, etc and give a clear signal in good time to the driver of the approaching vehicle.

When you come to alight, please ring the bell once in good time to alert the driver. Whenever possible, you should remain seated FOR YOUR OWN SAFETY until the bus stops.

Carriage of Wheelchairs, Small Prams and Buggies

We are constantly investing in updating our fleet to improve access and space for disabled passengers in wheelchairs, disabled buggies and for passengers traveling with young children in small prams and buggies.

All our buses are wheelchair accessible and have an access ramp at the entrance, if you require the ramp to be lowered when you board or alight the bus, please ask your driver for assistance.

All of our buses have a dedicated wheelchair space. Non-motorised and Electric Wheelchairs must be positioned within the dedicated wheelchair space, with the brakes on and with the back of the chair against the backrest, aisles and gangways must be kept clear at all times, If the dedicated wheelchair space is already occupied by another wheelchair user, we would be unable to carry another wheelchair user on that vehicle.

Electric Wheelchairs are permitted onboard providing the passenger is able to access the vehicle using the self-propulsion of the unit and the unit can be safely positioned within the dedicated wheelchair area. Motorised Mobility Scooters are not permitted on our vehicles.

Subject to space being available and the discretion of the driver, we will carry small prams and unfolded buggies within the designated area but only when it is not required by a passenger in a wheelchair. Prams and buggies must not block the aisle of the vehicle at any time.

You are, however, required to ensure that the designated wheelchair space is made available if a customer wishes to board with a wheelchair or a disabled buggy.

You are required to co-operate in allowing proper use of the designated wheelchair space by vacating this space if it is required by a customer in a wheelchair or disabled buggy including repositioning small prams, folding any buggies and storing them in luggage space. Failure to comply with this requirement will comprise a breach of “Conduct of Passengers” above and may lead to further action as set out in that Section.

Carriage of Bicycles and Scooters

Non-folding bicycles are not permitted on Hotel Hoppa vehicles. Folding bicycles, safely and securely stowed in the designated luggage area in a suitable bag or box, may be carried on all vehicles.

Non-motorised scooters may be carried on vehicles providing they are securely stored in the lower deck luggage area. Non-motorised scooters may not be carried on the upper deck of double deck vehicles.

E-bikes and E-Scooters are not permitted to be carried on any Hotel Hoppa vehicle.


In the interests of the safety and comfort of all of our customers, we restrict the size, type and quantity of luggage or other belongings which you can bring onto our buses and reserve the right to refuse permission for you to bring any item onto our buses.

We reserve the right, at the discretion of the driver, to refuse any large, unsuitable or awkward packages or an excessive amount of personal hand luggage.

You remain responsible for any items you bring. You may not be allowed to travel if, for example, the available space for carriage of luggage is already full or, if, in the opinion of the driver, your luggage or belongings will block gangways and access to emergency exits on the bus.

We cannot be held responsible for any loss or inconvenience to you if you are refused travel under these circumstances.
We reserve the right to request that you open any article of luggage for inspection by the driver or other company officer in your presence if, for reasons of security, it is considered necessary to do so.

Fragile items such as electronic goods, portable televisions, computers, radios etc will only be carried if they are of reasonable size and securely packed. We will not be responsible for damage to such items however caused.
Paint may only be carried in original and properly sealed containers of 5 litres or less.

Certain items cannot be carried under any circumstances in the interests of safety. These include accumulators, explosives, ammunition, weapons and combustible or otherwise hazardous materials including petrol.


Guide dogs, hearing or assistance dogs accompanying registered disabled persons are carried free of charge at any time. Assistance dogs should wear their harness or identification jacket when traveling.

Accompanied, well behaved dogs or other small animals which will not be a danger or a nuisance for other customers or our staff may be allowed to travel with you on our buses at the discretion of the driver who may reasonably decide where on the bus the animal is best carried.

Dogs that are permitted travel must be kept on a harness or a lead at all times and where appropriate should be muzzled in accordance with the Dangerous Dogs Act.

Other small animals may be permitted to travel but they must be fully under your control by being caged, boxed or kept on a lead. Animals must not be allowed to sit on the seats and should not block the aisles of exits of the vehicle.

If you bring an animal onto a bus, you will be held responsible for any damage, loss or injury arising from its presence on the bus. You should also be aware that the driver will have full control of the situation and can at any time refuse travel, including if a passenger makes the driver aware of an allergy to any animal being carried on the service. If requested the animal and owner should leave the vehicle.

For the avoidance of doubt, livestock and any other large animals may be refused travel.

Lost Property

We will do all that we reasonably can to locate and return any property left on our premises or on one of our buses to its owner. If lost property is not claimed within a month, we will become the owner of the property and will dispose of it appropriately.

If you find lost property on a bus, you must hand it to the driver. Providing the item is not perishable or objectionable, we will keep it for 4 Weeks. If you claim any item of lost property, you will be required to satisfy us that the item belongs to you, give us your name and address and you may be charged an administration fee.

If the lost property is perishable and is not claimed within 24 hours of being found, we will dispose of it as we think fit. If perishable property is, or becomes, objectionable or a health risk before the end of the 24 hour period, we reserve the right to destroy or dispose of it at any time.

If the lost property is contained in a package, bag or other container, we may open it and examine it in order to trace the owner or identify the nature and value of the lost property.

To reclaim lost property, you should contact Hallmark Connections. Contact details for our regional operations can be found here.

Under normal circumstances, you will need to collect the lost property from the depot at which the lost property is being stored (usually the depot which operates the service on which the property was found). You will need to pay the cost of postage and packaging in advance if we agree to post the property back to you. Our arrangements comply with the relevant legislation.

Fares and Ticketing

Fare information is available here.

Whenever you board a bus you must either:

Show the driver a valid prepaid ticket, pass or other form of authority to travel.

When travelling with a Smartcard, magnetic pass or QR Code, it must be presented to the reading equipment so that its validity may be checked and your journey recorded.


Pay the fare for the journey you intend to take to the driver whether specifically requested to do so or not.
Where you make payment to the driver, you should ensure that you are given a new ticket issued from the ticket machine which corresponds with the amount you have paid and is valid for your entire journey.

We do not accept payment by cheque, credit card or foreign currency on our buses. However, contactless payment debit cards are accepted on Hotel Hoppa Buses for the purchase of any ticket up to the value of £45.00. Tickets and passes may be purchased online from our website at www.hotelhoppa.co.uk or from our mobile tickets app.

Our drivers are not issued with a cash float, and so in some circumstances may not be able to give the correct change if you are unable to pay the precise fare. In the event that our drivers do not have sufficient change at the time of disembarking, the driver will write the value of the amount owed on the back of your ticket, along with their driver number and bus number. You should then contact our Customer Services department to reclaim your change…

Certain Vouchers or Warrants may be used instead of cash. Appropriate details are normally set out on the Voucher or Warrant.

You must retain your ticket, pass or other relevant documentation for inspection by a Company Official on demand throughout your journey. If you are unable to show this, or if it has expired or been altered or tampered with, you will be liable to pay a fare for the journey which may be a Standard Fare depending on the circumstances. We will not refund you this fare if you later find the missing ticket or other document. We reserve the right to refuse travel to anyone who presents a ticket which has been obtained fraudulently or which is damaged.

When you complete the journey for which you have paid or the validity of your pass or other relevant documentation expires, you must leave the bus or pay a fresh fare to your intended destination.

It is your responsibility to have a valid ticket for the whole journey and to carry any associated identification required for the purchase of the ticket you hold, such as student ID, proof of age etc, with you whilst travelling.

You are liable to prosecution if you do not hold a valid ticket, pass or other relevant documentation.

Single or return fares purchased on bus are normally calculated with reference to fare stages. If you board a bus at a location which is not a fare stage, you will be charged from the previous stage. Similarly, if you alight at a location which is not a fare stage, you will be charged to the subsequent fare stage. In certain areas a number of stops may be grouped together as one fare stage.

You may not break your journey when travelling on a single or return fare.

Return tickets are valid for one single journey in each direction. It is your responsibility to check the validity conditions of a return ticket. Return tickets should be purchased from the driver of the bus on the outward journey and presented to the driver of the bus on the return journey for validation.

Child Fares apply to children of five years and above, but under 16 years of age.

There is no charge for up to 2 children under 5 years of age when travelling with another responsible passenger providing they do not occupy a seat to the exclusion of a fare paying passenger or are seated in a buggy in an appropriate space on the vehicle. Additional children will be charged as if they were aged 5 or over.

Please note, when purchasing tickets from a hotel kiosk, a single ticket is valid for 24 hours after purchase and a return ticket is valid for 21 days after purchase from the kiosk.

When purchasing tickets via the Hotel Hoppa App, M-tickets are valid for a maximum of 60 minutes after activation, therefore please only activate your M-ticket when you are ready to use it.

We have a range of travel products. Full details of availability, price, validity and terms and conditions can be found on www.hotelhoppa.co.uk.

Decisions on applications for ticket, travel or smartcard refunds will only be made at our entire discretion, without precedent, and any refund agreed may be subject to a reasonable administration charge.

Concessionary Travel Schemes

Local Authority / National Concessionary Travel Passes are not valid for travel on Hotel Hoppa services.


We welcome suggestions and complaints because they help us to improve our services and put things right when they have gone wrong. We want people to contact us rather than just stop using our services. We will handle complaints with tact and consideration. When we have failed, we will offer a sincere, speedy apology and a genuine commitment to avoiding a repetition.

Information on how to contact our Customer Services department is available on buses, in timetables and information leaflets and on our website www.hotelhoppa.co.uk.

All suggestions and complaints whether in writing, by email, in person or by telephone will be investigated and dealt with.
We will provide a response as quickly as possible, even if this is initially to explain what investigation needs to take place and how long this will take. A full investigation can take some time to complete, but we always aim to respond back to you within 28 days. Our full Customer Care Policy is available here.

When comments or complaints are about matters outside our control, we will forward them to the relevant organisation and explain that we have done this.

The Bus Appeals Body in England and Wales is a non statutory committee offering an independent review of complaints arising from the operation of local bus and scheduled coach services. If you are not satisfied with our response you are able to forward your complaint to them for further investigation.


These Conditions may be amended at any time and any revision will be advertised on www.hotelhoppa.co.uk.

Legal Notice

The governing law for these Conditions shall be the laws of England and Wales and the Courts of England and Wales shall have exclusive jurisdiction.

Should any provision of these Conditions be invalid or unenforceable this shall not affect the validity and enforceability of the remaining provisions.

These Conditions constitute the entire agreement between Hotel Hoppa / Hallmark Connections Ltd and its customers. None of our employees are entitled to alter or vary any of the provisions of these Conditions.