Terms and conditions

When you pay, when you can cancel, and what happens if a trip doesn’t run. Your contract for the journey is with Heatherbank Coaches.

Booking a seat

These are the standard terms of the booking system Heatherbank Coaches uses.

Your contract for the journey is with Heatherbank Coaches. The Conductor runs the booking system for them.

On a trip that is still filling up, your card is saved, not charged. You are charged only if the trip reaches the number of seats it needs by the decision date on the trip page.
If it does not, the trip is called off, you are emailed, and nothing is taken.
On a trip that is already confirmed, you pay when you book.
If Heatherbank Coaches calls off a trip you have paid for, you are refunded in full, to the card you paid with.

Every booking gets a link for changing it yourself. It is in your confirmation email.
Sending somebody else in your place is free, right up until the coach goes.
Cancelling a seat on a trip that is still filling costs nothing, because nothing has been taken.
Whether a seat that has been paid for can be refunded is up to Heatherbank Coaches, so get in touch on 01632 960123 and they will sort it out with you.

Some trips include a ticket, such as entry to an attraction or a show. The trip page says so and says what the ticket is for. On any other trip you are buying a seat on the coach only.
These trips are back within 24 hours of the first pick-up, with no overnight stay. They are running from the moment they go on sale: you pay when you book, and they are not called off for lack of numbers.
Heatherbank Coaches buys your ticket for you and cannot return it. So if you cancel, your seat goes back on sale and you are refunded only if somebody else takes it, right up until the coach goes. We email you either way. The cancelling rules above do not apply to these trips.
If you booked by phone or did not pay online, cancelling is up to Heatherbank Coaches, so get in touch on 01632 960123.
Sending somebody else in your place is free. If your ticket has a name on it, check with Heatherbank Coaches first.
If Heatherbank Coaches calls the trip off, you are refunded in full, ticket included.

You can book until the seats are gone or the coach leaves, whichever comes first.
Be at your pick-up for the time on your confirmation. Tell us when you book, or from your link later, about anything the driver should know, such as a wheelchair or help with the steps.
If something goes wrong on the day, ring Heatherbank Coaches on 01632 960123.