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Conditions of Carriage

Conditions of Carriage

1) Introduction

1.1  Oxford Tube values your custom and will endeavor to ensure you travel safely and in comfort on a safe, clean and reliable coach service.

1.2  This document contains the conditions under which we carry you and applies to anyone who travels with us (Conditions).

1.3  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.

1.4  As Oxford Tube is part of Stagecoach Group. Stagecoach has its own Conditions of Carriage that you may want to refer to Stagecoach conditions of carriage.


2) General conditions

2.1  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 of our control, such as road works, diversions, exceptional traffic congestion, major events, extreme weather conditions and other unforeseen operating circumstances.

2.2  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 because 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.

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

2.4  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.


3) Conduct of passengers

3.1  We reserve the right to refuse you entry or require you to leave our coaches or premises at any time, should we have reason to believe that your behaviour jeopardises the safety, security and comfort of others.

3.2  When travelling with us you must in particular:

3.3  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.

3.4  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 coach or our premises by a company officer, a police officer or a community support officer and refused further travel without refund.

3.5  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.

3.6  Coaches 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, DVSA, the Traffic Commissioner or any other enforcement agency at their reasonable request.

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


4) Getting on and off the coach


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

4.2  You must not:

4.3  Coaches stop at every stop except for one stop, which is a request stop only. Please advise the driver when boarding that you wish to stop at the request stop and when you come to alight, you should ring the bell once in good time to alert the driver.


5) Carriage of wheelchairs

5.1  Every one of our low floor coaches is able to carry a wheelchair. However, we must stress that we can only carry one open wheelchair per coach. If there is already a wheelchair on board, customers requiring the wheelchair allocation must wait for the next coach.

5.2  Maximum dimensions/weights for wheelchairs are as follows:

5.3  Wheelchair Accessibility - St Clement's inbound stop

5.4  Please note that the coach ramp on the Oxford Tube coach is incompatible with the width of the pavement at the St Clement's bus stop towards Oxford. As a result, this stop is not suitable for wheelchair users.

5.5  The alternative options are:

5.6  Mobility scooters can make use of the wheelchair space providing that they comply with the dimensions and weights listed above.  Customers wishing to travel in a mobility scooter should be in possession of a mobility scooter permit.  These can be obtained by contacting Stagecoach who will arrange for your mobility scooter to be assessed. To contact Stagecoach please see our contact details in Contact usMobility scooters cannot be accommodated in the luggage hold.


6) Carriage of small prams and buggies


6.1  Oxford Tube can take small prams and buggies. These will be folded and should be presented to the driver for storage in the exterior luggage hold. 

6.2  Only the driver may store or remove luggage from the exterior luggage hold, but it is your responsibility to see your luggage put on and taken off a coach.   


7) Breastfeeding

7.1  We are fully supportive of a mother's right to breastfeed in public. Mums who wish to breastfeed are welcome to do so on all our coach services.


8) Carriage of bicycles, e-bikes and e-scooters 

8.1  Up to 2 bicycles can be carried on each coach.

8.2  The designated racks allow for up to two standard cycles that do not exceed the dimensions below to be carried at any one time.

8.3  Passengers are advised that bicycles or bicycles with baskets that exceed the above dimensions will not fit in the racks due to restricted space.

8.4  If the coach/storage area is full then all customers, including those with a bike, must wait for the next coach.

8.5  Folding bikes can be stored in the external luggage compartment at the rear of the coach.

8.6  Please be advised that ebikes & e-scooters are not permitted on the coaches, either on board or in the luggage hold, due to safety concerns.


9) Luggage 

9.1  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 coaches and reserve the right to refuse permission for you to bring any item on board.

9.2  Smaller bags and cases can be stored in the overhead luggage space or interior luggage racks. Larger bags and suitcases up to a maximum weight limit of 20kg should be presented to the driver for storage in the exterior luggage hold.

9.3  Only the driver may store or remove luggage from the lockers or trailer, but it is your responsibility to see your luggage put on and taken off a coach.  Except for any luggage stored in the hold of a coach, you must also always look after your luggage, including at any station and your hand luggage whilst on a coach.

9.4  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.

9.5  We cannot be held responsible for any loss or inconvenience to you if you are refused travel under these circumstances.

9.6  Our liability for luggage is limited to £100 per passenger and you are advised to ensure that you have proper insurance if your luggage is worth more than this.

9.7  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.

9.8  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.

9.9  Paint may only be carried in original and properly sealed containers of 5 litres or less.

9.10  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.


10) Animals

10.1  One accompanied, well-behaved dog or other small animal which will not be a danger or a nuisance for other customers or our staff is allowed to travel with you.

10.2  Where appropriate, dogs must be muzzled or put on a lead in accordance with the Dangerous Dogs Act. Small animals must be caged, boxed or kept on a lead. Any animal carried must remain under control and must not be allowed to sit on the passenger seats. 

10.3  If you bring an animal onto a coach, you will be held responsible for any damage, loss or injury arising from its presence on the bus. 


11) Lost property

11.1  We will do all that we reasonably can to locate and return any property left on our premises or on one of our coaches 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 to a charity nominated by Oxford Tube. All computers, phones and other electronic items containing data will be securely wiped of all data and disposed of, with any proceeds donated to charity.

11.2  If you find lost property on a coach, you must hand it to the driver. Providing the item is not perishable or objectionable, we will keep it for a month. 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.

11.3  If the lost property is perishable and is not claimed within 48 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 48-hour period, we reserve the right to destroy or dispose of it at any time.

11.4  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.

11.5  To reclaim lost property, you should Contact Us

11.6  Under normal circumstances, you will need to collect the lost property from the Oxford Tube office or depot at which the lost property is being stored. 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.


12 ) Fares and ticketing

12.1  Oxford Tube fares and ticketing information is available on the website under Buy Tickets

 12.2  Whenever you board a coach, you must either:

12.3  If paying contactless or cash on board, you should ensure that you are given a ticket issued from the ticket machine which corresponds with the amount you have paid and is valid for your entire journey.

12.4  You should check any change and point out any discrepancies immediately as we cannot correct mistakes later.

12.5  We accept contactless payments by Visa or MasterCard debit or credit card (including prepaid cards) or other payment devices that support Visa and Mastercard using Apple Pay, Samsung Pay or Google Pay including smart phones or other wearable devices such as smart watches that can be used to make contactless payments. We do not accept payment by cheque or foreign currency.

12.6  Where contactless payment is accepted, you are responsible for ensuring that your card or device is not damaged. If, when your card or device has been presented to the reader, it does not work, it is your responsibility to present another form of payment.

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

12.8  You must retain your ticket, pass or other relevant documentation (including contactless payment card or device) 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.

12.9  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 coach or pay a fresh fare to your intended destination.

12.10  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.

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

12.12  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.

12.13  If you are travelling in areas where zonal fares apply, your fare will be determined by the number of zones travelled in or through.

12.14  You may not break your journey when travelling on a single or return fare unless local publicity specifically advises that this is possible.

12.15  For some journeys, you may buy a return ticket which is usually cheaper than two single tickets. Return tickets between Oxford and London are valid for three months from the initial date of travel.  Return tickets for journeys made locally (For example, Oxford to Lewknor or High Wycombe) are only on the day of purchase.

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

12.17  Children aged under 16 and those people who, in the opinion of the driver, are vulnerable, at risk or in distress, and unable to pay their fare will be carried at all times providing their name and address can be given in order that the fare due may be collected at a later date together with any reasonable administrative costs.

12.18  There is no charge for up to 4 children under 5 years of age when travelling with another responsible passenger. Additional children will be charged as if they were aged 5 or over.

12.19  Discount rates for children aged 5 to 15 are available. See information on tickets on our Oxford Tube website. Children aged 5 – 13 must be accompanied by a responsible adult.

12.20  Discount rates for young adults aged 16 – 26 years are available. See information on tickets on our Oxford Tube website. Students of any age must show valid NUS, ISIC, or official university photo ID. Young adults may be required to show photo ID.

12.21  We have a wide range of multi journey travel products, such as Group Tickets or tube12 tickets. For full details of availability, validity and terms and conditions can be found on the Oxford Tube website.

12.22  If your StagecoachSmart card is lost or stolen, you must notify Stagecoach Bus immediately on 0345 810 1000. Replacement cards will not be issued unless the card has been registered on

12.23  Decisions on applications for refunds, cancellations or ticket transfers will only be made at our entire discretion and any refund agreed may be subject to an early cancellation charge.

12.24  For more details please refer to our online sales Terms and Conditions or find out more about refunds and cancellations, in our FAQ section.


13) Concessionary travel schemes

13.1  When travelling between Oxford & London, discount rates for over 60s and concession card holders are available. See information on tickets on our Oxford Tube website. National Concession cards and/or photo ID may be required.

13.2  When making a local journey (for example Oxford to Lewknor or High Wycombe), local concessionary travel rules will apply.

13.3  When travelling on Stagecoach vehicles, concessionary passengers must additionally comply with all aspects of these Conditions.


14) Complaints

14.1  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 and never take them personally. We know that customers want to be taken seriously more than anything else. When we have failed, we will offer a sincere, speedy apology and a genuine commitment to avoiding a repetition.

14.2  To make a complaint about Oxford Tube, please contact us directly and details can be found under Contact Us on Oxford Tube website Please note that as Oxford Tube is part of Stagecoach Group, your complaint will be handled by Stagecoach on behalf of Oxford Tube.

14.3  All of our staff are specifically briefed and trained on our Code of practice and procedures.

14.4  All suggestions and complaints whether in writing, by email, in person or by telephone will be investigated and dealt with.

14.5  We will provide a response as quickly as possible and always within one week of receipt, even if this is initially to explain what investigation needs to take place and how long this will take.

14.6  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.

14. 7  The Bus Appeals Body (BAB) 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, we will always pass on contact details for BAB. They are also available on, on all of our vehicles, on all timetables and, where possible, on information leaflets.


15) Data protection

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


16) Legal notice

16.1 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 except where your journey commences and terminates wholly within Scotland in which case the laws of Scotland shall apply and the Courts of Scotland shall have exclusive jurisdiction.

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

16.3 These Conditions constitute the entire agreement between Stagecoach UK Bus, of which Oxford Tube is part of, and its customers. None of our employees are entitled to alter or vary any of the provisions of these Conditions.