Conditions of Carriage
Version 1.1 – 12 December 2021
Who are we?
We are Ember Core Ltd (“we”, “our”, “us”), operating under the name Ember. Our registered address is: Codebase Argyle House, 3 Lady Lawson Street, Edinburgh, Scotland, EH3 9DR.
We're registered with the Information Commissioner's Office under number ZA575885. Our operator license is number PM2025892.
Suggestions, Comments, and Complaints
We are always looking for ways to improve our service and welcome input from passengers. You can email us at firstname.lastname@example.org with anything that’s on your mind, including complaints. We always want to get better at what we do.
All of us at Ember are committed to providing you with a comfortable, reliable, and enjoyable experience.
We will do our best to run according to our timetable but sometimes this may not be possible due to factors outside of our control. If this happens we will always try to find alternatives for you. Sometimes this may mean using a different route and/or a different type of transport. If this happens, we will notify you as soon as possible and if necessary, provide information on alternative arrangements for your trip.
If we have to cancel a service with less than 48 hours notice, we will always do our best to provide alternative transport. If we can’t do so, and you incur other travel costs to fulfill the same or equivalent journey, we will refund that cost to you, subject to a reasonable method of travel. Email us at email@example.com and we will sort things out.
If we have to cancel a service with more than 48 hours notice, and we are unable to provide an alternative service to you we will issue a full refund or account credit automatically.
However, we will not be held liable for any loss, damage, inconvenience or additional costs you suffer as a result of such situations.
Our drivers are human beings who are doing their best to provide you with a safe, enjoyable experience. They will not tolerate abuse, rudeness or a general lack of courtesy.
We want everyone to be able to travel in a safe, comfortable and enjoyable environment so we have the following rules in place:
- Please don’t eat hot food onboard, we want to keep the vehicles smelling fresh for everyone.
- You can bring hot drinks onboard but they must be in a cup with a spill resistant lid.
- Having an alcoholic drink onboard is ok but being drunk is not. The driver may forbid alcohol on a service in which case no passenger is allowed to drink.
- Take your rubbish with you or put it in a rubbish bin onboard.
- You must wear a seatbelt at all times while seated, where one is provided.
- Do not smoke conventional or electronic cigarettes of any kind whilst onboard.
- Do not bring weapons onboard, either on your person or in your luggage.
- Do not solicit or try to offer anything for sale or collection to other passengers, unless you have our permission
- Do not play loud music which can be heard by other passengers.
- Do not use our Wi-Fi to download, view, or distribute illegal material.
- Do not distract the driver whilst he or she is driving, unless you have an emergency. If possible, wait until the next stop and then alert the driver to your issue.
We may refuse travel or ask you to leave during a trip if you:
- Are a security or safety risk.
- Have a poor level of personal hygiene, making the environment unpleasant for others.
- Are intoxicated or are under the influence of drugs or other substances.
- Cause a nuisance or disturbance to other passengers or employees.
You will not be entitled to a refund if you are refused travel or asked to leave the vehicle for any of these reasons. If appropriate, we will seek legal redress to remedy the damage, loss, or injury caused by your actions.
If you break these rules we reserve the right to ban you from all Ember services. We will generally only do this due to repeated or particularly extreme breaches.
We have CCTV on our vehicles to keep people safe, prevent crime, and improve our service. Most of the cameras only record video but those at the front of the vehicle may also record sound. Where relevant, this data may be passed on to the police and prosecuting authorities to provide evidence in legal proceedings.
Wheelchairs, Buggies, and Mobility Scooters
We welcome wheelchair users and have a lift and wheelchair space in all of our vehicles. The lifts will support wheelchairs with a seated passenger up to a total combined weight of 300kg. The maximum dimensions are 1200mm (length) x 700mm (width) x 1350mm (height).
We encourage everyone to book online and wheelchair spaces can be booked as part of this process. You are able to book a wheelchair space any time up until the vehicle is leaving and our website will provide real time information on whether it is available. You can also buy a ticket onboard, subject to availability.
If you use a wheelchair or lightweight mobility scooter and are able to climb a few steps on to the vehicle then we can store your mobility device in the hold. Drivers will do their best to help you to your seat in this situation. Wheelchairs or lightweight mobility scooters must weigh no more than 20kg or be capable of being dismantled into parts that weigh less than 20kg each. We are not responsible for dismantling or erecting your mobility device but a driver will do their best to assist you.
Collapsible buggies, prams, and strollers must be folded up and put in the hold. Should you have a non collapsible type then it will be up to the discretion of the driver to decide if it can be permitted onboard or in the hold. We'll do our best to help but on particularly busy services there might not be enough space available.
We encourage everyone to book online and bicycles can be booked as part of this process. Bicycles which are not booked will be accepted subject to there being enough space to accommodate other bookings.
Bicycles should be clean or covered in an appropriate bike bag to avoid other luggage being damaged or soiled. If you don’t have one we’ll do our best to provide one.
Foldable bicycles do not need to be booked and can be brought on any journey provided they are relatively clean (or in a bag).
We will do our best to accommodate your luggage on our vehicles but we expect you to be reasonable in your requirements. If you think you will be travelling with particularly large or long items, then it’s best to drop us an email in advance (firstname.lastname@example.org) to check whether we can carry it.
If we are unable to carry your luggage due to its size, weight, or dimensions, we will not be liable or responsible for any inconvenience this may cause.
You are responsible for any items you bring onboard and Ember will not be held liable or responsible for any loss or damage incurred, except in the case of gross negligence on our part.
Fragile items may be carried if they are securely packaged but we will not be responsible for any loss or damage to these items. Keep valuable items on you and do not leave them out of sight. If you are travelling with very expensive items then we strongly recommend that you have adequate insurance.
You can bring two pieces of luggage onboard but drivers may not be able to assist you with heavy items.
We reserve the right to refuse carriage of any item of luggage and final discretion is left to the driver.
We work hard to keep our buses as clean as possible for the comfort of all passengers.
If you make a mess or damage the vehicle, for instance by vomiting or spilling a drink, you will be responsible for the cost of putting it right. In the case of vomiting, the cleaning fee will be a minimum of £50. However, we reserve the right to pass on all additional cleaning costs, the costs associated with helping other passengers complete their journey in a different vehicle and the lost revenue from having to take a bus out of service.
We would much rather avoid these incidents if at all possible. If you are feeling unwell, tell the driver. They generally have sick bags available and may be able to let you at a suitable stop for a couple of minutes of fresh air. As a matter of politeness, we would also ask that you tell the driver proactively if there has been an incident, rather than leaving them to find it later and requiring us to conduct an investigation to identify the responsible person.
We welcome guide dogs, hearing or assistance dogs accompanying registered disabled persons. Assistance dogs must be properly harnessed and under your direct control at all times.
Other dogs (or small animals) are also welcome at the discretion of the driver. If your dog or other animal becomes a disturbance to other passengers or employees you may be asked to leave and we will have no liability to you as a result.
Any animal that travels with you does so at your own risk. You will be solely responsible should the animal make a mess that requires additional cleaning, cause damage to the vehicle, or injure other passengers or employees. We may seek to claim costs as a result.
Animals are not permitted to travel on a seat. Instead, they should remain on the floor or on your lap.
If you find any property which someone else has left in a vehicle, please hand it to the driver.
If you leave something on a vehicle, please report it via email to email@example.com as soon as possible. Lost property will be held in one of our offices for one month unless it is a perishable, objectionable or illegal item (in which case it will be disposed of immediately).
Fares and Ticketing
You can buy tickets online anytime up until departure. When boarding, you must show your ticket or provide your name to the driver. Alternatively, you can buy a ticket as you board as long as we have space. We do not accept cash but welcome card payments and support all major card issuers (Visa, MasterCard, Amex, and UnionPay).
If you do not have a valid ticket and do not have other means of payment, you may be allowed to travel at the discretion of the driver. We will always do our best to allow people to reach their destination rather than leaving them stranded.
Ember participates in the Scottish Concession Travel Scheme. Eligible cardholders can travel at the concessionary rate but must present a valid Scottish National Entitlement Card (NEC) to do so.
Holders of a Scottish NEC with the companion symbol may take a companion free of charge. If booking online, companions should be added as an additional concession.
If you don’t have a valid ticket for your journey we will ask you to pay for your fare plus an additional £20 penalty charge. Please just purchase a ticket because we don’t want to charge you more than we have to.
Refunds, Cancellations, and Changing Reservations
You can cancel your booking online for free, anytime up until your bus leaves. If you want to change your reservation then cancel your booking and just book another ticket. When you cancel your booking we’ll give you an account credit that can be used instantly to rebook or you can request a refund.
If you think you should have a refund for any other reason then email us at firstname.lastname@example.org
We support mothers who want to breastfeed their children on any of our vehicles.
If you have any issues with other passengers whilst breastfeeding, let the driver know at the next stop and they'll do their best to help.
Children and Young People
Children under five can travel for free with a responsible adult. We also offer a 50% discount to other children who are 18 or under. We may ask for proof of age if you look like you are 16 or over.
We try to handle complaints quickly and fairly. We aim to acknowledge your complaint within one business day and respond fully within two weeks. Where this is not possible, we’ll explain why and provide you with an alternative timeline.
Where a complaint is related to your rights under the Rights of Passengers in Bus and Coach Transport Regulations and you are not satisfied with our response, then you can refer the complaint to Bus Users UK.
Special Conditions for COVID-19
Requirements for public transport are changing rapidly in response to the COVID-19 pandemic. We will update these Special Conditions as frequently as we can to remain aligned with the Government’s advice.
Where required by law, you must wear a face mask when travelling on our vehicles and this must remain in place for the duration. You may be refused entry without a face mask and you may be asked to leave the vehicle if you do not comply with this requirement. You will not be entitled to a refund under these circumstances.
These Conditions of Carriage apply to all Ember services as of 8th September 2020 and replace all previous versions. They may be amended from time to time. A copy of any previous versions will be available on our website.
The governing law for these Conditions of Carriage shall be the laws of Scotland and the Courts of Scotland shall have exclusive jurisdiction.
Should any provision of these Conditions of Carriage be invalid or unenforceable, this shall not affect the validity and enforceability of the remaining provisions.
These Conditions of Carriage apply to all services operated by Ember.