Conditions of Carriage

The attention of passengers is drawn to the following conditions of carriage which apply to the issue by us, Ipswich Buses Ltd or our agents of any ticket for carriage aboard any bus or coach operated by us.

1. Tickets

1.1 Passengers, on paying the correct fare, will be issued a ticket, pass, warrant or smart card showing the amount they have paid and the period of validity of such a ticket, pass, warrant or smart card.

1.2 The acceptance by a passenger of a ticket, pass, warrant, magnetic card or smart card issued by us or our agents in exchange for the payment of any applicable fare shall be held to constitute a contract between you and us on the terms of these Conditions of Carriage.

1.3 Where a concessionary pass has been issued to you, a contract has been entered into between us and the issuing authority for your benefit pursuant to these Conditions of Carriage.

1.4 On issuing a ticket to you it is important that you check the details contained in the ticket are correct immediately on receipt including the fare paid, the date of travel, the destination recorded. In the event of any discrepancy it is important that you bring this to the attention of the ticket issuer immediately as we cannot rectify any errors made at a later date.

1.5 It is the duty of every passenger to retain their ticket until the journey for which the ticket was issued has been concluded and to allow any company official of Ipswich Buses to inspect your ticket at any time during your journey.

1.6 Where ordinary return tickets are offered, they are normally available between the same stage points as the related single fare. A return ticket may be used over the whole or part of the route for which it was originally issued but is not valid for two single journeys in the same direction of travel. Return tickets will only be issued from the boarding stage of the outward journey.

1.7 No single or return ticket issued by us guarantees travel on any particular vehicle or at any particular time and no accommodation is reserved on any of our vehicles at the time of paying your fare.

1.8 We operate our vehicles on a first come first served basis and shall have no liability to you whatsoever if you cannot travel due to the fact that the vehicle you did intend to travel on is already full to capacity.

1.9 Unless otherwise indicated, return tickets issued on the bus are “day returns” valid only for a single return journey on the date of issue.

1.10 No passenger shall attempt to use any ticket, pass, warrant or smart card issued by us or our subsidiaries or agents which has been:

(a) altered or defaced;

(b) issued to another person unless such ticket bears thereon an indication that it is transferable;

(c) issued for a different journey or on a different date and/or time;

(d) has expired; or

(e) is illegible.

1.11 No refund will be made for lost, stolen or defaced return tickets. It is the responsibility of the passenger to ensure that the return portion of the ticket is valid on the vehicle that they intend to use.

1.12 Passengers should be aware that it is a criminal offence to use altered or counterfeit tickets with the intention of deceiving employees of Ipswich Buses. Where we suspect such deception is intended or has taken place then we shall have no hesitation in informing the police and seeking the prosecution of any offence.

2. Payment of Fares

2.1 Where a CHILD FARE or age dependant concessionary ticket is requested, we reserve the right to request proof of age if we have reasonable grounds to raise issue with the age of the passenger. Where such information is not supplied we may at our sole discretion seek payment of the full ADULT FARE and subsequent proof of age will not entitle any individual to a refund of the difference between the CHILD FARE and ADULT FARE.

2.2 Passengers boarding a bus at an intermediate point in which no set fare has been fixed will be charged the relevant fare rate from the previous fare stage.

2.3 Passengers requesting a ticket to an intermediate point in which no fare has been fixed will be charged to the fare stage beyond.

2.4 We will make reasonable endeavours to bring to your attention general information indicating changes to our fare table in advance on this website. However individual fare changes may be subject to alteration without notice.

2.5 Able bodied adult passengers unable to tender their fare, or provide a valid ticket, pass, warrant or smart card, will not be carried, but in the interest of safety and public relations children, elderly, disabled and other potentially vulnerable persons will not be left stranded when they have no means of payment for their fares.

2.6 In the event that you cannot for whatever reason produce a valid ticket, pass, warrant or smart card, pass or permit for inspection on demand whilst travelling on any of our vehicles, you will be required to pay a standard fare of £35. This sum is payable on demand by an inspector or other company official.

2.7 Should you not be in a position to pay the standard fare on demand you must provide us with your name and address and evidence of your identity so that we may correspond with you regarding payment of the fare as well as any other costs (including legal costs and expenses) we reasonably incur in collecting payment from you. Failure to pay the standard fare requested may lead to court proceedings & recovery as a civil debt.

2.8 You will not be entitled to repayment of the standard fare if you later are able to produce a valid ticket for the journey in question.

3. Maintenance of Service

3.1 We will make reasonable efforts to maintain the services as advertised in our timetable but reserve the right to alter, suspend or withdraw any vehicle or service without notice if such delay is caused as a consequence of matters outside of our control such as adverse weather conditions, vehicle failure, road congestion, road works or traffic diversions.

3.2 We shall not be responsible for any loss or damage you incur caused as a consequence of delay or cancellation where such delay or cancellation was caused as a result of matters outside of our reasonable control.

4. Children’s Fares

4.1 Children under five years of age

Up to a maximum of four children under five years of age, if not occupying a seat required by a fare paying passenger or pass holder, are carried free of charge, provided they are in the care of a fare paying or pass holding passenger, otherwise the appropriate child fare will be charged.

Young people up to the age of 19 using our services will pay a flat CHILD FARE with an Ipswich Buses ID card or a Suffolk County Council issued Endeavour Card. Any young person not in possession of an Ipswich Buses ID or Endeavour Card will be required to pay the full adult fare. This fare will not be reimbursed if subsequently a relevant and valid card is produced.

5. Fare Tables

5.1 Fare tables are available for reference at any of the Company’s offices or by consulting with any driver or conductor employed by us.

6. Break of Journey

6.1 Passengers paying a single fare or a day return fare are not permitted to break their journeys without payment of a further fare unless a transfer from one bus to another is arranged by the Company.

6.2 Passengers must pay the correct fare for any through journey made. They must not pay two single fares.

7. Stopping Places

7.1 In most built up areas vehicles operating local bus services (except where otherwise notified) will stop to pick up or set down passengers only at recognised stopping places which are normally identified by a “Bus Stop” sign.

7.2 Passengers wishing to board a bus should give a clear signal to the driver in good time.

7.3 Passengers wishing to alight should notify the driver by ringing the bell once well before reaching the required stopping place. Passengers should then remain seated until the bus has stopped.

7.4 Passengers must not attempt to board or alight while the bus is in motion. Except in an emergency, passengers must not speak to the driver while the bus is in motion and must not obstruct the driver’s vision or do anything else to distract the attention of the driver.

8. Application of Conditions

8.1 These Conditions or Carriage apply to all passengers holding single, return, seasonal, or any other or special tickets which may be issued from time to time by us.

9. Concessionary Fare Schemes

9.1 We accept the conditions of the concessionary travel passes as specified by the local authority which are detailed in the Company’s fare table.

10. Accompanied Luggage

10.1 Passengers’ accompanied personal hand luggage is carried free of charge. Such luggage is accepted for carriage only at owner’s risk and the Company will not be responsible for the loss, wrong delivery or detention of, or for any delay or damage to, any luggage so accepted, unless caused by the negligence of the Company, its employees or agents.

10.2 We reserve the right to refuse any unsuitable or awkward packages or an excessive amount or personal hand luggage or to charge at our discretion an additional adult fare where such luggage reduces the availability of accommodation to other passengers.

10.3 Fixed frame bicycles and prams will not be carried. Pushchairs may be carried at the discretion of the driver but must be folded on boarding, except on low floor buses as described in Section 13 below. Folding bicycles will be carried subject to sufficient space being available and the bicycle being covered.

11. Left Luggage

11.1 There is no left luggage facility at any of our premises.

12. Safety

12.1 No passenger is permitted to ride on the platform, steps or staircases, or to lean over the sides, front or back of an open top bus.

12.2 In the interest of safety and protection of other passengers, the driver or conductor may refuse to carry an intending passenger if:

(a) they are considered to be under the influence of alcohol or drugs;

(b) they are violent to other passengers or to any of our employees or officials;

(c) they are accompanied by a dog which is considered to be potentially dangerous; and

(d) there is not sufficient accommodation on a particular vehicle in order that we can ensure that we can comply with any authorised capacity limitations for that vehicle.

12.3 When standing passengers are asked to make use of the handrails, seat backs and supports fitted for their own safety. Standing is not permitted on the stairs, in the door well or on the upper deck of double deck buses.

12.4 In the event that you suffer an injury whilst travelling on one of our vehicles you must inform us as soon as possible.

12.5 Items that may cause damage to person or property are prohibited on our buses at the driver’s discretion. Anyone travelling with items which are “bulky or cumbersome, might be annoying to anyone on the vehicle, might cause injury or danger to anyone on the vehicle or might damage the vehicle or the property of someone on the vehicle” must comply with the directions of the driver in respect of where on the vehicle the item is carried, and if required must remove the item from the vehicle. Prohibited items include, but are not limited to, tins of paint, cycles, cans of fuel and unboxed televisions.

12.6 The carriage of small canisters of oxygen is permitted for those passengers who are medically dependent on oxygen.

12.7 When getting off the bus do not alight while the bus is in motion

13. Low Floor Buses

13.1 We are committed to the introduction of low-floor buses, in accordance with the requirements of the Disability Discrimination Act
1995. Such buses provide facilities for disabled persons in wheelchairs (as defined in schedule 1 part 2 of the Public Service Vehicles Accessibility Regulations 2000) and for the carriage of children in unfolded pushchairs.

13.2 Wheelchairs should be no larger than as defined as “reference wheelchairs” in the 2000 regulations. Pushchairs must be of reasonable size, capable of being folded and will be carried at the discretion of the driver. Powered wheelchairs within the reference wheelchair size/dimensions will be carried. However, mobility scooters cannot be carried.

13.3 Passengers boarding with wheelchairs and pushchairs should be capable of boarding without the assistance of the driver, subject to the use of any raised kerb, ramp or kneeling facility provided.

13.4 Where required by the driver passengers should change seat to allow others to board with a pushchair or wheelchair. Should a wheelchair user board the bus when children are being carried in an unfolded pushchair, the driver may request that the pushchair is folded and the child carried on a seat or lap. Our driver will request passengers to vacate the wheelchair area if space is available to allow a wheelchair user to board but they cannot compel people to move. We would ask all our passengers to consider the needs of others who may not be as able bodied.

13.5 Wheelchair capacity is limited to that shown on each bus, and we cannot guarantee that a pushchair or wheelchair will be carried on any specific service or journey.

14. Lost Property

14.1 Any person who finds property accidentally left in a vehicle shall immediately hand it in the state in which he found it to the driver or conductor.

14.2 If, before such property has been handed to us or its representative, it is claimed by a person who satisfies the driver or conductor that he/she is the owner of the property, it shall be returned to that person without charge, on giving his/her name and address to the driver or conductor, who shall report the facts and give the claimant’s name and address and a description of the property to us.

14.3 Property left in buses, if found by or handed to the driver or conductor, will be taken charge of by the driver or conductor and handed to us. Application for its recovery should be made to our office at Tower Ramparts bus station.

14.4 Our representatives are empowered to open packages, bags or other containers to either identify the owner or ascertain the value.

14.5 Perishable goods will not be kept more than 48 hours from the time when they were found. Any property which is or becomes objectionable will be destroyed or otherwise disposed of.

14.6 Any property unclaimed within one calendar month of the date found will be disposed of.

15. Animals

15.1 Dogs are permitted to travel on our buses on payment of the relevant dog fare, as long as the following conditions are met: at all times the dog is accompanied, on a short lead and kept under proper control; the dog is not deemed by the driver to be ‘dangerously out of control’, defined by the law as injuring a person or behaving in a way that makes a person worried it might injure them; is not a ‘banned’ breed of dog as defined by the Dangerous Dogs Act 1991.

15.2 Only one dog is permitted on either the lower or upper deck of a bus at any one time, except for the purpose of boarding or alighting the bus, and must not be allowed to sit on the seats at any time.

15.3 Guide dogs/assistance and working dogs accompanying registered disabled persons will be carried free of charge. Guide and Assistance dogs are identifiable by their coloured coat or harness (Guide Dogs may have their harness removed prior to boarding services for the dog’s safety). All other dogs will be charged a standard fare in accordance with our published faretables.

15.4 Dogs brought onto the bus will be the responsibility of the person accompanying the dog who will be liable for any damage, loss or injury arising from its presence on the bus.

15.5 Birds in cages, cats and other small animals carried in a passenger’s lap will be allowed to travel free of charge.

16. General Conduct

16.1 You must at all times follow the reasonable instructions of any of our employees, officials or agents.

16.2 As a matter of courtesy to the disabled and blind passengers and parents with small children we ask you give up your seat when no other seating is available. Please also respect any seating reserved for such a class of passenger.

16.3 Passengers must not at any time whilst on the bus:

(a) smoke or carry a lighted pipe, cigar or cigarette (including e cigarettes) in or on any part of the bus;

(b) act in a manner that could be deemed to disturb or offend other passengers or our employees or agents;

(c) leave litter on the vehicle;

(d) deface or damage any property belonging to us;

(e) endanger safety;

(f) consume alcohol; or

(g) use any non prescribed or illegal drugs

16.4 Should you fail to refrain from any activity that contravenes these terms and conditions when asked, we shall have the right to request you leave the vehicle and where we deem it necessary to contact the police. You will not be entitled to a refund of your fare in such circumstances.

16.5 In the event that you cause wilful damage to any of our vehicles we reserve the right to seek from you all reasonable costs we incur in rectifying any damage caused by you and reserve the right to report the matter to the police with a view to prosecution.

17. Complaints

17.1 Any complaints should be sent to where they will be dealt with as appropriate.  Alternatively addressed to the Managing Director, Ipswich Buses Ltd, 7 Constantine Road, Ipswich IP1 2DL

17.2 Commendations for any member of staff giving exceptional service are also welcomed and will be communicated to the member of staff involved.

18. Compensation

18.1 Any claim for compensation for any additional travel costs incurred by you as a result of our service is considered on a case by case basis and the final decision will be made at our sole discretion. Where additional costs have been incurred, receipts and supporting evidence should be provided to us.

19. CCTV and Data Protection

19.1 CCTV may be in use on our buses. CCTV can record images and sound for your safety, crime prevention, for insurance purposes and to ensure the safety of our staff. CCTV data may be passed to the police to aid investigation of crime and/ or be used as evidence in criminal or civil proceedings. CCTV footage is processed by us in accordance with the Data Protection Act 1998

19.2 We will take all reasonable precautions to keep your personal details secure, but unless we are negligent, we will not be liable for unauthorised access to information supplied by you to us

20 Amendments

20.1 These Conditions of Carriage may be amended by us at any time without notice. Such amendments will be available for inspection by the public at the Company’s office and will be posted on its website

Ipswich Buses Ltd is a company registered with Companies House in England under company number 2000058 and with registered office address at 7 Constantine Road Ipswich IP1 2DL