Customer Terms
What applies when you book a trip through Trip Booker.
Draft — pending legal review
This page is a working draft prepared ahead of formal legal sign-off. It is not yet a finalised legal document and should not be relied on as one. last updated 28 September 2026.
1. Who you're booking with
When you book a trip on a Trip Booker-powered site, your contract for that trip is with the coach operator running it — not with Trip Booker. The operator sets the price, the itinerary, the pickup points, and their own cancellation and refund terms, and is responsible for delivering the trip. Trip Booker is the booking platform the operator uses to take your booking and payment — provided by Quexo Limited, trading as Trip Booker.
2. Payment
Card payments are processed securely by Stripe. Your card details go straight to Stripe and are never seen or stored by Trip Booker. Where an operator has enabled it, you may instead be offered the option to pay in cash directly to the driver on the day — in that case, no card payment happens at all, and payment is a matter between you and the operator.
3. Booking confirmation and seats
Your seat is held while your card payment is being processed and confirmed once payment succeeds (or immediately for a free trip or a cash booking). If payment doesn't complete within a short window, the hold on your seat is released so it can be booked by someone else.
4. Cancellations and refunds
Cancellation and refund terms are set by the operator you booked with — check their terms page, where one is published, or contact them directly. Where a cancellation or refund is agreed (by the operator, or because the operator cancels the trip themselves), Trip Booker processes the refund back to your original payment method via Stripe on the operator's instruction. This is in addition to, not instead of, your statutory rights as a consumer under UK law.
5. Passenger information and duty of care
We require an emergency contact name and phone number for every passenger on every booking, without exception, because it lets the operator and driver act quickly if something happens during the trip. Any medical, mobility, or accessibility notes you choose to add are visible only to the operator running the trip and the driver assigned to it, and are used solely for passenger-safety purposes.
6. Your account
You can book as a guest without creating an account. Trip Booker is fully passwordless — if you do create an account, you sign in with a link or code emailed to you, or with Google or Apple sign-in. Creating an account lets you see your booking history across every operator you've used on Trip Booker in one place.
7. Data protection
See our Privacy Policy for full detail. In short: the operator you book with is the data controller for your booking and passenger data; Quexo Limited processes it on their behalf. Your Trip Booker account itself (if you create one) is controlled by Quexo Limited.
8. Complaints
For anything about a specific trip — service on the day, a refund, a cancellation — contact the operator first; many publish a complaints policy on their own site. If you can't resolve something with the operator, or your question is about the Trip Booker platform itself, contact us at [email protected]. You can also raise a data protection concern with the ICO — see our Privacy Policy for details.
9. Governing law
These terms are governed by the law of England and Wales.