Conditions of Carriage

These Conditions of Carriage (Conditions) apply when you buy or use tickets for TaithCymru services operated by or on behalf of Transport for Wales (TfW). By buying a ticket, travelling on a service or using our booking platforms, you agree to be bound by these Conditions.

2.1 Our agreement to carry you

These Conditions and any applicable additional conditions apply to all TaithCymru services operated by or on behalf of TfW.

TfW and any partner operator delivering TaithCymru services agree to carry you and your permitted luggage on the journey authorised by your booking, subject to these Conditions and any applicable additional conditions.

If there is any conflict between these Conditions and any additional conditions applicable to your booking, the additional conditions shall take precedence for that booking.

2.2. Acceptance of these Conditions

By buying a ticket and/or travelling on a TaithCymru service, you accept these Conditions and any additional conditions applicable to your booking and agree to comply with them.

If you buy a ticket on behalf of another person, it’s your responsibility to ensure they’re aware of these Conditions and any applicable additional conditions and agree to comply with them when using the service.

If you’re an adult accompanying a child, you’re responsible for ensuring the child complies with these Conditions and any applicable additional conditions.

If you purchase a ticket on behalf of another person, that ticket is for use by the person for whom it was purchased and may not be transferred to or used by any other person. Purchasing a ticket on behalf of another person in accordance with this Clause 2.2 does not constitute a transfer of a ticket for the purposes of Clause 9.2.

Booking means a confirmed reservation for travel on a specified service.

Breaking a journey means you cannot leave your booked service at an intermediate point and then restart your journey by re-joining a later service.

Coach service means any TaithCymru coach operated by or on behalf of TfW.

Customer, passenger, you or your means the individual buying or travelling with a valid ticket.

Our or we means Transport for Wales (TfW).

Scheduled departure time means the published departure time of the booked service.

Ticket means a valid travel entitlement issued by TfW.

4.1 Ticket-buying locations

Tickets can be bought:

• On the TaithCymru website.
• Through our contact centre (where available).

4.2 Availability

All tickets are subject to availability and sold on a first-come, first-served basis. Tickets may not be available if capacity has been reached, the booking window has closed or sales have been withdrawn due to operational, safety or other business requirements. We reserve the right to suspend or close Bookings at any time where operational circumstances require this.

4.3 Fare types

The following fares are available:

• Adult: anyone aged 16 or over.
• Child: anyone aged 5 to 15.
• Infants: anyone aged 0 to 4 years travels free of charge provided they’re travelling with a customer holding a valid ticket and do not require a separate seat. If an infant requires a separate seat, a Child ticket must be purchased.

Discounts or concessions for holders of concessionary travel cards are not available unless this is expressly specified as part of the fare.

4.4 Booking window

Tickets are available to buy in advance. The period for which tickets are available may vary and is subject to change at our discretion.

As outlined in Clause 4.2, ticket sales are subject to availability and may be withdrawn from sale once capacity has been reached or for operational reasons. Unless otherwise stated, bookings will close 15 minutes before the scheduled departure time.

4.5 Payment

Accepted payment methods include:

• Debit card
• Credit card
• Apple Pay
• Google Pay
• Quick link

All payments must be made at the time of booking.

4.6 Promotional fares

We may offer promotional fares from time to time. We reserve the right to modify, extend or withdraw promotional fares at any time without prior notice.

5.1 Digital tickets

Tickets will be issued electronically to the email address provided at the time of booking.

5.2 Customer responsibilities

You’re responsible for:

• Ensuring your email address is entered correctly.*
• Keeping your booking confirmation safe.
• Checking all information on your ticket is correct when you receive it.
• Ensuring your ticket and any associated documentation is readily available for inspection on an electronic device.

If you’re unable to display a valid ticket when requested, you may be refused travel.

*It’s your responsibility to ensure your email address is accurate. We’ll use this to contact you about your booking and to provide important service updates including any disruption, changes or other journey-related information.

6.1 Valid tickets

You must hold a valid ticket for the specific:

• Date of travel.
• Scheduled departure.
• Origin and destination shown on your booking confirmation.

Tickets are only valid for the journey they were bought for. You cannot use your ticket to travel on any other coach service unless we’ve authorised you to do so. Open-dated tickets are not available.

Customers attempting to board a service other than the one specified on their ticket may be refused travel. *

Breaking a journey is not permitted. This means you cannot leave your booked service at an intermediate stop and then continue your journey later by boarding a subsequent TaithCymru service using the same ticket.

You’re responsible for ensuring you travel on the correct service and complete your booked journey.

* If you’re transferred to an alternative service due to disruption, a cancellation or other operational issue, this restriction will not apply.

6.2 Boarding

You’re advised to arrive at your departure stop at least 15 minutes before the scheduled departure time.

The coach cannot wait if you’re late.

6.3 Identification

TfW and its operating partners reserve the right to request proof of entitlement where a discounted fare has been purchased.

6.4 Seatbelts

You must wear the seatbelt provided at all times while seated on the coach during your journey. This is required by law and for your own and others' safety. This requirement also applies to passengers travelling in wheelchairs where a seatbelt is provided. You may use the toilet facilities onboard the coach (where available) but must refit your seatbelt immediately upon returning to your seat.

If you’re travelling with a valid seatbelt exemption certificate, you’re not required to wear a seatbelt but may not be permitted to sit in any of the front seats of the coach for safety reasons.

6.5 Connections

If you plan to connect with any other TfW, TrawsCymru or third-party transport service, you must allow sufficient time for your coach to arrive before the departure of any connecting service.

We won’t be liable for any missed connections, additional costs or losses you incur because of any delay to a coach service where this delay is caused by circumstances beyond our reasonable control (please see Clause 13.3).

6.6 Ticket validity and travelling without a valid ticket

If a coach service is cancelled or significantly disrupted and you’re offered travel on an alternative service in accordance with Clause 10, your original ticket (or such replacement confirmation we may issue) will be treated as a valid ticket for that alternative service. Any re-accommodation on an alternative coach service is subject to available capacity and must be arranged through us. You cannot independently board an alternative coach service without our prior authorisation.

You must not board a coach without a valid ticket. If you’re found to be travelling without a valid ticket (including boarding an alternative service without our authorisation), you must leave the coach when asked to do so. We shall be entitled to remove you from the coach if you refuse.

7.1 Standard luggage allowance

You can bring luggage free of charge, subject to available space and the conditions below. Each adult and child passenger is entitled to the same luggage allowance, provided all items comply with the requirements outlined in these Conditions.

Standard luggage allowance

You may travel with:

• One large item of luggage for storage in the vehicle's designated luggage area.
• One small item of hand luggage that can be safely stored at your seat.

The large item of luggage must:

• Measure no more than 75cm x 50cm x 32cm.
• Weigh no more than 20kg.

The small item of hand luggage must:

• Measure no more than 45cm x 35cm x 20cm.
• Be capable of being stored safely without obstructing aisles, exits or other passengers.

For safety reasons, drivers may require any item they consider too large or unsuitable for carriage in the passenger area to be placed in the designated luggage storage area.

One pushchair per child may be carried free of charge in addition to the standard luggage allowance. This includes double buggies, provided they can be fully folded and safely stored in the designated luggage area.

Folding wheelchairs, dismantled mobility scooters and pushchairs must be folded or dismantled before storage.

Oversized and non-standard items

We’re not obliged to carry oversized, unusually shaped or non-standard items, including but not limited to:

• Bicycles (subject to Clause 7.2).
• Sports equipment.
• Musical instruments.
• Camping equipment.
• Any item that cannot be safely stored in the vehicle.

Such items may be accepted at our discretion where sufficient space is available and the item can be carried safely.

Customer responsibilities

You’re responsible for:

• Ensuring all luggage is clearly identifiable and securely packed.
• Maintaining possession of valuables, medication, travel documents, money, electronic devices and other personal items whilst travelling.
• Ensuring your luggage does not present a safety risk to other customers or staff.
• Ensuring that your luggage and other items of property are adequately insured against risk of loss or damage, particularly if you’re carrying valuable items.

TfW and its operating partners reserve the right to refuse carriage of any luggage that is unsafe, excessively heavy, exceeds the permitted dimensions or cannot be accommodated safely on the vehicle. Acceptance of luggage is always subject to available space and operational requirements.

7.2 Bicycles

You may travel with one bicycle or e-bicycle provided it complies with the requirements set out below. Due to space, we can only accommodate three bikes per coach. These must be reserved at the time of booking.

You may travel with a bicycle or e-bicycle, subject to the following conditions:

• Folding bicycles and folding e-bicycles may be carried as part of the standard luggage allowance, provided they’re fully folded before boarding and comply with the published luggage dimensions.
• Non-folding bicycles and e-bicycles are permitted but must be securely packed in a suitable bicycle bag, case or protective container supplied by you.
• We won’t provide bicycle bags, cases, packaging or storage materials.
• Bicycles and e-bicycles will be stored in the designated luggage area and are carried subject to available space and operational requirements.
• We welcome Electrically Assisted Pedal Cycles (EAPCs), more commonly known as e-bikes or e-bicycles, on TaithCymru services under the same terms as standard pedal cycles.
• EAPCs are defined by the UK Government as meeting the following criteria:
  • They must have pedals that can be used to propel it.
  • They must have a ‘continuous rated power’ output of no more than 250 watts.
  • They must not be able to propel the bike when it’s travelling at more than 15.5 miles per hour (mph) or 25 kilometres per hour (kph).
  • They must have markings showing the continuous rated power output of the bike and its manufacturer.
  • They must have markings showing either the battery’s voltage or its maximum speed.
• E-bicycles must meet these criteria in order to be permitted on TaithCymru services. Please be aware of the following:
  • Charging an e-bicycle on board the vehicle is not allowed at any time.
  • Batteries must not be removed from the e-bicycle (unless designed to do so for folding purposes - e.g. a Brompton folding bike).
  • An e-bicycle with a damaged battery cannot be carried on board.
  • Spare e-bicycle batteries cannot be carried on board.
• Electrically modified or adapted e-bicycles are not permitted on TaithCymru services.
• Due to the size, weight, and storage requirements of accessible cycles, including handcycles, tricycles, tandem cycles and other adapted bicycles, these items cannot be carried on TaithCymru services.
• The luggage hold and onboard storage facilities are designed to accommodate standard bicycles only, where permitted. They do not provide sufficient space to safely transport larger adapted cycles. If you’re travelling with an accessible cycle, you’ll need to make alternative arrangements as these items cannot be carried under any circumstances.
• Electric scooters and electric unicycles are not permitted on any TaithCymru service.

TfW and its operating partners reserve the right to refuse carriage of any bicycle, e-bicycle, bag, or case that cannot be safely accommodated, is inadequately packaged, exceeds the available storage capacity, or presents a safety risk to passengers, staff or the vehicle.

We won’t be liable for damage or theft of any bicycle stored.

7.3 Animals

Recognised assistance dogs and other assistance animals are permitted to travel on TaithCymru services free of charge. You may be asked to provide evidence that your dog or animal is trained to support you in connection with a disability or condition. Acceptable evidence includes (but is not limited to):

• A certificate or ID book from a recognised training organisation.
• Correspondence from a training organisation.
• Owner training logs.
• A written or verbal confirmation from you about what training has taken place.

Pets and other non-assistance animals are not permitted on TaithCymru services.

Each coach has one designated accessible space. This space is shared between customers who require it for accessibility reasons (see Clause 8) and customers travelling with an assistance animal. The accessible space is allocated on a first-come, first-served basis at the time of booking.

If you’re travelling with an assistance animal, we may require you to pre-book the accessible space by contacting our Customer Support team by phone (see Clause 16) before your journey. We strongly recommend that you contact us as early as possible, no later than 36 hours before you travel, to ensure the accessible space is available on your chosen coach service.

If the accessible space on your chosen coach service has already been allocated to another customer, we may need to offer you a place on the next available service where the accessible space is available.

Your assistance animal must travel in the accessible space alongside you at all times during the journey. Assistance animals may not be separated from their owner or placed elsewhere on the coach.

7.4 Lost property

Any property left on board may be treated as lost property.

We’ll do our best to reunite lost property with its owner but cannot guarantee items will be returned. We won’t be liable for items that are lost, stolen or damaged.

We may open and examine any lost property to help to identify its owner and/or for health, safety or security reasons. If any items are unlawful, dangerous, perishable or otherwise unsuitable for storage, we will pass them to the relevant authorities or dispose of them at any time.

We may charge a reasonable administration fee for the storage and return of lost property. We reserve the right to require you to arrange collection or return of lost property by courier or other delivery service at your own cost.

We’re committed to providing accessible travel.

Each coach has one designated accessible space for customers using a wheelchair. It’s subject to availability and will need to be booked in advance. We recommend booking a wheelchair space online or by contacting us at least 36 hours before travel.

If you require assistance, please contact us at least 36 hours before you travel. This allows us to make reasonable arrangements, including notifying the operator and driver of any assistance you’ll require during your journey.

We understand it may not always be possible to provide 36 hours' notice. Where less notice is given, we’ll make every reasonable effort to accommodate your requirements and provide appropriate assistance.

8.1 Accessible stops

Step-free access is not available at TaithCymru stops where local infrastructure constraints prevent customers with mobility needs being safely boarded and disembarked from the coach.

The following stop(s) are currently unsuitable for customers requiring step-free access:

• Aberaeron.

Alternative journey options are available via TrawsCymru services T1 (Carmarthen - Aberystwyth), T5 (Aberaeron - Aberystwyth) and T2 (Aberystwyth - Bangor). Please note these services do not operate overnight.

If you have a mobility need that means you’re unable to use the steps to board or disembark the coach, please contact our Customer Support team before booking or travelling. We’ll chat about your journey and help you find the nearest suitable accessible stop.

8.2 Mobility scooters

For safety reasons, you cannot remain seated in or travel on a mobility scooter while onboard the coach. Small, lightweight mobility scooters may be carried if they can be safely stored during the journey.

A mobility scooter will only be carried where:

• It can be folded and unfolded safely.
• If it cannot be folded, it can be dismantled and reassembled by you or your companion/carer.
• It’s fitted with a dry cell, gel cell or lithium-ion battery.
• It doesn’t have any attachments, accessories or auxiliary equipment that could present a safety risk during transport.
• The heaviest individual component weighs no more than 20kg.
• It can be safely lifted, handled and secured within the vehicle's designated storage area.*

You’re responsible for ensuring your mobility scooter meets these requirements and for dismantling and reassembling your scooter if necessary. TfW and any operator delivering TaithCymru services reserve the right to refuse carriage of a mobility scooter that’s considered unsafe, too large, too heavy or cannot be stored securely.

We’ll carry mobility scooters subject to available space and operational considerations. If you require mobility aids, please notify us when you book so we can consider the best approach.

If you’re unsure whether your mobility scooter is compatible, we’d recommend contacting our Customer Support team before you travel. They can provide guidance on wheelchair dimensions, weight limits, accessibility arrangements and the suitability of your planned journey.

*TfW and its operating partners reserve the right to refuse carriage of a mobility scooter where it cannot be accommodated safely or does not meet the requirements set out above.

8.3 Travelling with a wheelchair

For the safety of everyone onboard, wheelchairs carried on TaithCymru coaches must not exceed:

• 70cm wide.
• 120cm long (front to back).
• 1.35m high.

The vehicle lift has a maximum safe working load of 300kg, which includes the combined weight of the wheelchair and Passenger.

Use of the vehicle lift

You must not stand on the lift while it’s in operation. If you’re unable to board using the vehicle steps, you must remain seated while your wheelchair is lifted.

Moving to a passenger seat

If you’re able and prefer to move from your wheelchair to a passenger seat, you may travel with a lightweight wheelchair that can be safely stored on the coach. A wheelchair can be accepted for storage if:

• It can be folded and unfolded.
• Where it cannot be folded, it can be dismantled and reassembled by you or your companion/carer.
• Any battery fitted is a dry cell, gel cell or lithium-ion battery.
• It doesn’t have attachments, accessories or auxiliary equipment that would make storage unsafe.
• The heaviest individual component weighs no more than 20kg.

If you’re unsure whether your wheelchair is compatible, we’d recommend contacting our Customer Support team before you travel. They can provide guidance on wheelchair dimensions, weight limits, accessibility arrangements and the suitability of your planned journey.

TfW and its operating partners reserve the right to refuse carriage of a wheelchair where it cannot be accommodated safely or does not meet the requirements set out above.

8.4 Oxygen cylinders and medical oxygen equipment

You may travel with portable oxygen cylinders or other medically-required oxygen equipment, provided it is carried for personal medical use and can be transported safely throughout the journey.

Oxygen cylinders must be:

• Securely attached to a wheelchair, mobility aid or similar equipment.
• Safely stored within a suitable bag, carrier or protective case.

At all times, oxygen cylinders and associated equipment must be positioned so that they don’t obstruct aisles, gangways, doorways, emergency exits or access routes for other passengers.

You’re responsible for ensuring your oxygen equipment is maintained in a safe condition and remains secure throughout the journey. We reserve the right to refuse carriage of any oxygen cylinder or equipment that is not safely secured, presents a safety risk or may impede passenger movement or emergency evacuation procedures.

Where assistance is required, you’re encouraged to notify our Customer Support team before your journey so reasonable arrangements can be considered.

8.5 Limitations on travel

While Our coaches are wheelchair accessible, the toilets on our coaches are not. If you need to use the toilet during your journey, please ask the driver to make a stop at the next available/appropriate station or stop along the TaithCymru route where accessible toilet facilities are located. Please note:  

• Accessible toilet facilities along the TaithCymru route are limited and these facilities may not be open 24 hours a day.
• Any stop for accessible toilet facilities is subject to (a) the availability and opening hours of the facilities at the time of your journey; (b) whether it is safe and operationally practicable for the driver to make an unscheduled stop; and (c) the potential impact on the coach service timetable and other customers.
• We and the driver will make reasonable efforts to accommodate your request, but we cannot guarantee that a stop will be made at any particular location or time.
• We’re not responsible for the availability, opening hours, condition, cleanliness or suitability of any toilet facilities at stops along the route. These facilities are provided and maintained by third parties and are outside our control.
• If a stop is made, you must re-board the coach within the time specified by the driver. The driver is not obliged to hold the coach beyond the specified time. If you’re unable to re-board the coach within the specified time, you should contact our Customer Support team (see Clause 16) for assistance with onward travel arrangements.

We strongly recommend that customers who may need to use accessible toilet facilities during their journey contact our Customer Support team before travelling so that we can advise on the availability of facilities along your route and plan your journey accordingly.

8.6 Support we cannot provide

To ensure the safety and wellbeing of our customers and staff, there are certain types of assistance We’re unable to provide:

• We cannot assist with eating, drinking, personal care or hygiene-related needs.
• We cannot assist you with toileting needs, including accessing toilet facilities, managing continence requirements, changing clothing or any other personal hygiene activities.
• For health and safety reasons, our colleagues and drivers are not permitted to lift, carry or physically transfer customers onto or off the vehicle, or in and out of seats.
• We cannot provide medical assistance, including administering medication, injections or other medical treatments. If you require this type of support during your journey, please travel with a companion or carer who can provide the necessary assistance.
• Our drivers and colleagues are unable to dismantle, reassemble, operate or repair wheelchairs, mobility scooter, or other mobility aids.
• We cannot provide continuous supervision or personal support throughout a journey.

Customers are responsible for ensuring they can travel safely and independently or, where required, accompanied by a companion, carer or support person who can provide any assistance needed during the journey.

We reserve the right to refuse travel where a customer’s support needs cannot be met safely.

9.1 Refund eligibility

Adult and Child tickets are fully refundable up to 23:59 on the day before the scheduled date of travel. Refunds will be made to the original payment method used when buying the ticket.

For refunds arising from service cancellation or significant disruption by us, please see Clause 10.4.

9.2 Non-refundable circumstances

Unless otherwise stated in these Conditions or required by law, refunds will not normally be provided:

• After the refund deadline has passed (Clause 9.1).
• For missed departures or journeys.
• If you chose not to travel.
• If travel is refused due to a breach of these Conditions.
• For tickets that have been transferred, altered or misused.

All tickets are non-transferable. A ticket may only be used by the customer for whom it was purchased and may not be transferred to or used by any other person.

9.3 Refund processing

We’ll process eligible refunds as quickly as possible. Refunds will be credited back to the original payment method, although the time taken for funds to appear in your account may vary depending on the payment provider or financial institution.

9.4 Booking changes

Tickets cannot be amended, transferred to another customer or moved to an alternative service once purchased.

If your travel plans change, you must cancel your original booking before the refund deadline and, where eligible, obtain a refund in accordance with Clause 9.1. A new booking must then be made for the revised journey, subject to availability.

As there is currently no facility to amend a booking after it’s been confirmed, all changes require the cancellation of the original ticket and the purchase of a new ticket.

10.1 Service disruption

TfW and its operating partners will use reasonable care and skill in delivering the TaithCymru service.

Services may occasionally be delayed, amended, suspended or cancelled due to circumstances beyond our reasonable control or for operational reasons. These include but are not limited to:

• Road traffic incidents or congestion.
• Road closures, diversions or infrastructure issues.
• Severe weather conditions.
• Vehicle breakdowns or technical issues.
• Emergency service activity.
• Operational or safety requirements.
• Any other unforeseen circumstances that impact the delivery of the service.

10.2 Changes to services

We reserve the right to alter, delay, suspend, withdraw, or cancel any service before or after a booking has been made where operational, safety or other reasonable circumstances require this.

Where reasonably practicable, We’ll provide advance notice of any significant disruption and details of any alternative arrangements that may be available.

We reserve the right to cancel a booking or refuse travel if you do not comply with these Conditions.

10.3 Alternative travel arrangements

If a coach service is cancelled or significantly disrupted, we’ll make reasonable efforts to minimise the impact on customers.

Depending on the circumstances, you may be:

• Offered travel on the next available or a future TaithCymru service, subject to available capacity.
• Provided with information regarding alternative travel options.
• Entitled to a refund in accordance with these Conditions.

The availability of alternative travel arrangements will depend on the nature of the disruption and operational circumstances at the time.

10.4 Refunds for cancelled services

Where a scheduled service is cancelled by us or the operator and no suitable alternative travel arrangement can be provided, you’ll be entitled to a full refund of the fare paid. Where a suitable alternative can be provided, you may either (a) accept the alternative travel arrangement offered on future suitable and available services (subject to available capacity); or (b) be entitled to a full refund of the fare paid.

10.5 Compensation for delays

TfW rail DelayRepay does not apply to coach services.

We won’t normally provide compensation for delays or cancellations arising from circumstances outside our reasonable control, including traffic congestion, road traffic collisions, road closures, severe weather, emergency incidents or other external factors.

Sometimes disruption is our fault e.g. vehicle failure, driver availability or other controllable operational issues. In these circumstances We may, at our discretion, consider compensation, goodwill payments or other remedies in accordance with the applicable disruption and compensation policies.

Any compensation offered will be discretionary and considered on a case-by-case basis.

We’re committed to providing a safe, comfortable and welcoming environment for everyone travelling on TaithCymru services.

11.1 Expected behaviour

• All passengers must:
• Always behave in a reasonable, respectful and lawful manner.
• Follow any reasonable instructions provided by drivers or our colleagues or authorised representatives.
• Be considerate of other customers and our colleagues.
• Use mobile phones, electronic devices and personal audio equipment in a manner that does not disturb others.
• Take reasonable care of their own belongings and keep them secure at all times.

11.2 Prohibited behaviour

All passengers must not:

• Behave in a manner that is abusive, threatening, intimidating, aggressive, discriminatory or violent towards our colleagues or other passengers.
• Harass, bully, or verbally abuse any of our colleagues or customers.
• Engage in criminal, anti-social or disorderly behaviour.
• Deliberately damage, misuse or interfere with any vehicle, equipment or property.
• Behave in any way that may endanger themselves, other passengers, our colleagues or the safe operation of the service.
• Obstruct drivers or our colleagues in performance of their duties or fail to comply with reasonable instructions.
• Obstruct aisles, gangways, doors, emergency exits, wheelchair spaces or safety equipment with themselves or their belongings.
• Cause discomfort, annoyance, inconvenience, or disturbance to other passengers through excessive noise, offensive language or inappropriate behaviour.
• Consume alcohol, illegal drugs or any intoxicating substance while travelling.
• Board or remain on a coach while under the influence of alcohol or drugs to the extent that their behaviour may affect the comfort, safety or wellbeing of others.
• Smoke or vape on board any vehicle.
• Spit on board a vehicle or at any designated stop or waiting area.
• Travel while knowingly suffering from a contagious condition that poses a risk to others.

11.3 Food and drink

You may bring food and drinks onboard our coaches. All drinks must have a sealable, leak-proof lid and We reserve the right to prohibit or require the removal of any food or drink item which, in our opinion or in the opinion of the driver, emits an offensive odour, could cause discomfort to other passengers, or could present a safety or hygiene risk.

11.4 Filming and recording

You shall not, without our prior written consent, film on any coach for any commercial or professional purpose. You may film for personal or private purposes provided that such filming does not cause, and is not likely to cause, distress or alarm to any driver, our colleagues or any other customer. Our drivers shall be entitled to determine if any filming is causing, or is likely to cause, such distress or alarm, and you must stop filming if asked to do so.

11.5 Refusal of travel

TfW and its delivery partners reserve the right to refuse travel, remove a passenger from a vehicle or involve the police where a passenger's behaviour is considered unsafe, unlawful, disruptive, abusive, or breaches these Conditions.

Where a customer is refused travel or removed from a service due to their behaviour, no refund, compensation or reimbursement of any associated costs will be payable. Any delay resulting from a passenger's behaviour will not require the service to be held and the vehicle may continue its journey without them.

11.6 Liability for damage

Customers may be held responsible for the cost of repairing any damage caused to vehicles, equipment, property, or facilities as a result of their actions and may be reported to the relevant authorities where appropriate.

12.1 Prohibited items

To ensure the safety, security and comfort of all customers, the following items must not be brought onto or carried on TaithCymru services:

• Weapons, explosives, fireworks, ammunition or any item that could reasonably be used as a weapon.
• Illegal drugs, controlled substances or any item prohibited by law.
• Flammable, corrosive, toxic, hazardous, or otherwise dangerous materials, including fuels, gas cylinders, chemicals and solvents.
• Electric scooters, electric unicycles or any item that presents a fire or safety risk.
• Non-folding pushchairs or prams.
• Oversized sports equipment, unless agreed by us in advance.
• Wheelchairs, mobility scooters, or other mobility aids that do not comply with the published accessibility requirements.
• Items that are excessively large, heavy (over 20kg), leaking, damaged, perishable or emit strong or offensive odours.
• Any item that may cause injury, damage, obstruction, nuisance, inconvenience or discomfort to Customers or Our colleagues.
• Any item that, in the reasonable opinion of the driver or authorised representative, could compromise the safety, security or operation of the service.

If you’re unsure whether an item can be carried, please contact our Customer Support team before travelling.

12.2 Refusal of carriage

TfW and its operating partners reserve the right to refuse carriage of any item, or refuse travel to any customer, where possession of an item breaches these Conditions or presents a safety, operational or security risk.

Where a prohibited or restricted item is identified before boarding, customers may be asked to remove, dispose of, or make alternative arrangements for the item before travel. If this is not possible, travel may be refused.

The coach service will not be delayed, held, or otherwise disrupted whilst alternative arrangements are made for prohibited or restricted items. Customers are responsible for ensuring they comply with these requirements before arriving to travel.

12.3 Liability

TfW accepts no responsibility for the loss of or damage to any prohibited or restricted item, including where such items are removed from a vehicle or refused carriage.

Where a customer is refused travel as a result of carrying a prohibited or restricted item, no refund, compensation, or reimbursement of associated costs will be payable, unless otherwise required by law or a published TfW policy. TfW will not be liable for any resulting loss, delay, inconvenience, expense or consequential costs incurred by the customer.

13.1

Nothing in these Conditions excludes or limits any liability which cannot be excluded or limited by law.

13.2

TfW and any partner organisation involved in operating or supporting the TaithCymru service, will take reasonable care in the provision of services. However, except where required by law, neither TfW nor its delivery partners shall be liable for any indirect or consequential loss, including loss of profit, loss of earnings, loss of opportunity, disappointment, inconvenience, or additional costs incurred as a result of delay, disruption, cancellation, missed connections or refusal to travel.

13.3

TfW, and any partner organisation involved in operating or supporting the TaithCymru service, shall not be liable for any loss, damage, delay, cancellation, or failure to provide a service where this arises from circumstances beyond their reasonable control, including but not limited to:

• Severe weather conditions.
• Road traffic incidents or congestion.
• Road closures or diversions.
• Industrial action by third parties.
• Emergency service activity.
• Public events.
• Acts of terrorism.
• Natural disasters.
• Any other unforeseen event outside their reasonable control.

13.4

Customers are responsible for their personal belongings at all times. Except where caused by negligence, neither TfW nor its delivery partners shall be liable for the loss of, theft of, or damage to personal property brought onto vehicles or left at any stop, station or interchange location.

13.5

TfW and any partner organisation involved in operating or supporting the TaithCymru service, shall not be liable for any loss or damage resulting from a customer's failure to:

• Hold a valid ticket.
• Arrive at the departure point in sufficient time.
• Comply with these Conditions.
• Follow instructions given by staff, agents, or operators.
• Provide accurate information when making a booking.

13.6

Where travel is refused because a customer is carrying a prohibited item, does not meet the conditions of travel, provides inaccurate information, or presents a safety risk to themselves or others, neither TfW nor its delivery partners shall be liable for any resulting costs, losses, delays, or inconvenience. In such circumstances, no refund will be payable unless otherwise required by law or expressly provided for under a published refund or compensation policy.

13.7

Any refund, compensation, or goodwill payment will be provided in accordance with the applicable TaithCymru refund, cancellation, disruption, or compensation policies in force at the time of travel.

13.8

Subject to Clause 13.1, the total liability of TfW, and any partner organisation involved in operating or supporting the TaithCymru service, whether arising in contract, negligence, breach of statutory duty, or otherwise, shall not exceed the greater of (a) the value of the ticket purchased; or (b) £500, in relation to all and any loss of or damage to luggage or other items of property; or (c) £1,000 in respect of all other losses, damages, liabilities, costs and expenses not covered by (b) above, except where a greater liability is required by law.

13.9

Nothing in these Conditions affects your statutory rights.

The personal data you provide to us will be subject to our Privacy Policy. Please read this so you understand how we process your personal data and our personal data practices.

Our site also uses cookies. For further information, please read our Cookie Policy.

Privacy Statement

Cookie Policy

For the safety and security of our customers, colleagues and drivers, CCTV recording equipment is in operation on all TaithCymru coaches and may also be in operation at certain stops along the route. By boarding a coach service, you acknowledge that CCTV images and audio recordings may be captured during your journey.

CCTV is operated in accordance with applicable data protection legislation, including the UK General Data Protection Regulation and the Data Protection Act 2018.

Signage is displayed on our coaches to notify you that CCTV is in operation. For further information about how we process CCTV data, including your rights of access, please refer to our Privacy Policy or contact our Data Protection Officer at the details set out in our Privacy Policy.

We reserve the right to:

• Refuse suspicious transactions.
• Cancel bookings which are, or which we reasonably suspect to be, fraudulent.
• Investigate misuse of ticketing products.
• Conduct spot-checks of tickets either on board or at certain calling points (in addition to usual inspection of tickets at the time of boarding).

If you require assistance, wish to make a complaint, provide feedback or request a refund, or have any other enquiry relating to your journey or booking, please contact our Customer Support team using the contact details provided on the TaithCymru website.

Phone: 03333 211 202

Email: taithcymrusupport@tfw.wales

Social Media - Facebook: @TfWTrafnidiaethCymru

TfW reserves the right to amend these Conditions at any time. The latest version will be published through the appropriate TfW channels and will take effect from the date specified in the revised Conditions. The version of these Conditions in force at the time you make your booking will form the contract between you and us for that booking.

Each of these Conditions shall be separate and severable. If any Condition (or any part thereof) is found to be illegal, invalid or unenforceable, it shall be severed from these Conditions and the remaining Conditions (or parts thereof) shall continue in full force and effect.

Unless otherwise stated in these Conditions, no person other than you and us shall have the benefit of, or be entitled to rely upon or enforce, any of these Conditions, and the Contracts (Rights of Third Parties) Act 1999 shall not apply. Nothing in this Clause 19 shall affect the rights of any partner operator to the extent set out in these Conditions.

We may transfer our rights and obligations under these conditions to any other person or organisation. You may not transfer or assign your rights or obligations under these Conditions to any other person.

These Conditions and any issues arising out of, or connected to it, are governed by the laws of England and Wales, as they apply in Wales.