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West Midlands Bus on Demand: terms and conditions

These terms and conditions explain the rules that apply when you register for and use West Midlands Bus on Demand.

Please read them before you book or travel. They apply to all West Midlands Bus on Demand services, including services provided by our partner operators.

These terms and conditions are reviewed each year and may be updated during the year. The latest version replaces any previous version.

About West Midlands Bus on Demand

West Midlands Bus on Demand is a demand-responsive bus service operated and managed on behalf of Transport for West Midlands (TfWM), which is part of the West Midlands Combined Authority (WMCA).

Some journeys may be provided by our partner operators or organisations.

If you have a question, complaint, suggestion or feedback about the service, you can contact us:

Telephone: 0345 034 8670

Email: customerservices@tfwm.org.uk

Post:
West Midlands Bus on Demand
Transport for West Midlands
16 Summer Lane
Birmingham
B19 3SD

Agreeing to these terms

When you book or use West Midlands Bus on Demand, you agree to follow these terms and conditions.

If you book a journey for someone else, you must make sure they know about these terms and agree to follow them.

If you are an adult travelling with a child, you are responsible for making sure the child follows the rules too.

We agree to provide the journey you have booked, subject to these terms and conditions.

Who can use the service?

Across the West Midlands, Bus on Demand is available to people aged 16 and over who are unable to, or find it difficult to, use regular public transport because of a physical or other impairment.

In Coventry, the service is open to everyone. You must register before you can book a journey.

Children

Children under 16 must travel with a responsible adult aged 18 or over.

Everyone travelling must have a seat booked, including children who do not have to pay a fare.

If you are travelling with a child, you must provide any safety equipment they need, such as a baby seat or booster seat. Vehicle operators cannot provide these because children vary in size.

Booking for other people

If you book for more than one person, you must tell us how many people are travelling when you make the booking.

Everyone in your group must travel from the same pick-up point to the same destination.

We may refuse to carry people who were not included in the booking.

You are responsible for the behaviour of everyone travelling under your booking.

Fair use

You can make a maximum of 14 single-trip bookings in any rolling seven-day period.

This is the same as a maximum of seven return trips.

We cannot guarantee that the journey you want will always be available.

We may also refuse travel to anyone who does not follow these terms and conditions or who behaves in a way that breaks the law.

Where you can travel

Journeys are limited to a five-mile straight-line distance from your pick-up point.

Journeys must stay within the West Midlands boundary.

You can track your journey using the app.

If we know that your service is running late, we will make reasonable efforts to contact you and let you know when we expect the vehicle to arrive.

Accessibility

We want Bus on Demand to be accessible to the people who need it.

Wheelchairs and mobility scooters

If you use a wheelchair or mobility scooter, you must provide details about it when you register.

You may need to complete a wheelchair or mobility scooter assessment before your registration can be completed.

Our drivers may also carry out a safety check before a wheelchair or mobility scooter is carried. This may include checking that:

  • the tyres are in good condition
  • the brakes work properly
  • suitable straps are available
  • the wheelchair or scooter is safe to carry.

If you want to remain in your wheelchair during your journey, it must be crash tested and meet the ISO 7176-19 standard.

If it does not meet this standard, you will need to transfer to a secure seat on the vehicle.

Getting on and off the vehicle

Our drivers can help wheelchair and mobility scooter users, disabled customers and people who need additional assistance to get on and off the vehicle.

Drivers cannot enter your home or other buildings. They can use gardens and pathways when needed to help you reach the vehicle door.

Wheelchair spaces

Wheelchair spaces are limited, so we cannot guarantee that a space will be available on every journey.

Wheelchair and mobility scooter size

Our accessible vehicles can carry a wheelchair or mobility scooter up to:

  • 120cm long
  • 70cm wide
  • 300kg combined weight, including the wheelchair or scooter and passenger

Pushchairs and buggies

Pushchairs and buggies can be carried when folded. The driver will make sure they are safely secured.

Wheelchairs, mobility scooters, pushchairs, buggies and other items must not block an exit, emergency exit or aisle.

Assistance dogs and pets

Assistance dogs can travel with you at any time.

You can also bring a domestic pet free of charge if it is safely restrained or in a suitable carrier.

Pets must not:

  • take up a seat
  • behave aggressively or disruptively
  • cause problems for other passengers.

Medical conditions

If you have a medical condition that affects how long you can travel or the amount of help you need from our drivers, please tell us when you register.

Tell us if your circumstances change.

Travelling with another wheelchair user

Because wheelchair spaces are limited and assessments may be needed, customers travelling in a wheelchair or mobility scooter cannot normally travel as a “plus one”.

You must register individually.

Two wheelchair users can travel together if this is requested when the journey is booked.

Vehicles and service changes

Sometimes we may not be able to provide a vehicle with the usual West Midlands Bus on Demand branding.

For example, this could happen because of a vehicle breakdown or a delay.

We may use another suitable vehicle, including a taxi, if necessary.

If this happens, we will try to tell you as soon as possible so you know what vehicle to look for.

If you have told us about an accessibility need, we will provide an accessible vehicle.

It is your responsibility to tell us about your accessibility needs when you register.

Registering and using your account

Using the app

The Bus on Demand app is available through the Google Play Store and Apple App Store. To use the app, you must create an account and provide:

  • a username
  • a password
  • a valid email address
  • a UK telephone number

You will also need to add a valid debit or credit card if you want to pay for journeys in advance through the app.

You are responsible for keeping your account details correct and up to date.

You are also responsible for keeping your login details secure.

If you think someone else has accessed your account, tell us immediately.

You are responsible for activity carried out using your login details.

Registering by phone

You can also register by calling 0345 034 8670.

A TfWM Customer Service Adviser will take your name and contact details and set up your account.

Once you have registered, and completed any required wheelchair assessment, you can book journeys through the app or by phone.

Inactive accounts

If your account has not been used for more than six months, we may review it and close it if it remains inactive.

Fares and payments

Fares

You will be charged a fare for your journey unless we tell you otherwise.

Your fare will be shown in the app when you book.

If you book by phone, the Customer Service Adviser will tell you the fare.

Fares are listed on the West Midlands Bus on Demand website.

Fares are normally non-refundable, except where the refund rules below apply.

Concessionary passes

English National Concessionary Travel Passes do not provide free travel on Bus on Demand.

This includes older person's and disabled person's passes.

In Coventry, these passes may be used as proof of eligibility for concessionary travel.

Swift Cards cannot currently be used to pay for Bus on Demand journeys.

Paying for your journey

You can pay:

  • by payment card through the app
  • by payment card on the vehicle
  • by cash to the driver

If you pay by cash, please try to have the correct amount because drivers may only have limited change.

Fares may change. If fares change, TfWM will make reasonable efforts to tell customers in advance.

Repeatedly failing to pay a fare may result in your access to the service being suspended.

Cancellations and no-shows

If we cancel your journey

We may need to cancel a journey because of things such as:

  • vehicle breakdowns
  • traffic
  • bad weather
  • passenger numbers
  • other operational reasons.

If we cancel your journey before or during the journey, you will not be charged.

Where possible, we will try to arrange alternative transport for journeys that have already been booked.

We may also need to change, suspend or withdraw vehicles, change the area we serve, change the maximum journey distance or change operating hours.

If your journey is late

Bus on Demand uses a real-time booking and dispatch system.

This means the time your journey starts and finishes can change depending on other customers' bookings, traffic and the route the vehicle takes.

When you book, we will give you an estimated pick-up and drop-off window.

These are estimates and are not guaranteed.

If we expect your journey to be outside your booking window, we will make reasonable efforts to tell you as soon as possible.

If you don't turn up

Your booking will be treated as a no-show if you have not arrived at your pick-up point one minute after the end of your arrival window.

You will receive a text message six minutes before the vehicle is due to arrive. You can also see live updates in the app.

If you need to cancel

If you no longer need your journey, please cancel it as soon as possible.

Late cancellations and no-shows mean that other customers may not be able to use that journey.

If you repeatedly cancel journeys late or do not turn up, we may review your account and suspend your access to the service.

Refunds

Fares apply to completed journeys, so refunds are not normally available.

This does not affect your statutory rights.

If you have a complaint about the service, please contact our Customer Relations Team using the contact details on this page.

Communications and marketing

When you register to use the app or create an account, you agree to the WMCA Privacy Policy and the Bus on Demand/TfWM Privacy Policy.

We handle your personal information in line with the Data Protection Act 2018 and other relevant data protection laws.

We may contact you by:

  • telephone
  • text message
  • email
  • messages or notifications through the app.

We may use these methods to provide customer service information.

If you have agreed to receive information about other services, offers or services provided by third parties, we may also contact you about these.

We may send text messages when:

  • you register
  • you book a journey
  • your vehicle is approaching
  • your vehicle arrives at your pick-up point
  • you reset your password.

Your mobile network provider may charge you for text messages or data.

We may also contact you electronically about security and administration of your account and the app.

If there is a potential security breach, we will tell you in writing.

Your responsibilities when travelling

We want Bus on Demand to be safe, comfortable and reliable for everyone.

When you use the service, you must:

  • follow reasonable instructions from our staff and drivers
  • behave lawfully and reasonably
  • use phones and other electronic devices considerately
  • report suspicious or dangerous items or behaviour if it is safe to do so
  • tell staff immediately if you are injured or become unwell during your journey
  • take your rubbish with you
  • treat our staff, drivers and other passengers with respect.

What you must not do

You must not:

  • ask the driver to drop you somewhere other than the agreed destination
  • stand while the vehicle is moving
  • distract the driver, except in an emergency
  • block an aisle, exit or emergency exit
  • wear unsuitable footwear, such as roller skates, football boots or studded footwear
  • threaten, abuse or intimidate anyone
  • interfere with the driver or other staff while they are doing their job
  • damage or misuse the vehicle or its equipment
  • put your feet on seats
  • play music or other sounds loudly enough to disturb others
  • smoke or use e-cigarettes on the vehicle
  • eat or drink on the vehicle
  • board the vehicle while under the influence of alcohol or illegal drugs, other than prescribed medicines
  • commit a crime or carry out illegal activity
  • distribute material, advertise, sell or offer items for sale without our written permission
  • bring bikes, folding bikes, unicycles, e-scooters or other cycling vehicles onto the vehicle
  • board the vehicle if you are seriously unwell or have a contagious disease.

You must also follow any reasonable request from a driver or other member of staff.

If you do not follow these rules, you may be refused travel or asked to leave the vehicle. Your access to the service may also be suspended.

In serious cases, we may contact the police.

Filming

You can film for personal or private use if everyone involved agrees and the filming does not cause offence or distress.

If a driver or other member of staff asks you to stop filming, you must do so.

Commercial or professional filming is not allowed without our permission.

Luggage and safety

You can bring small personal items and luggage, but you are responsible for keeping them safe.

Larger items that cannot be safely stored are not allowed.

As a guide, you should not bring more luggage or shopping than you can carry yourself. This will normally mean a maximum of two or three bags.

You must not bring:

  • hazardous or combustible materials
  • explosives
  • weapons
  • anything else that could put passengers or the vehicle at risk
  • paint or varnish products.

CCTV may be used on our vehicles for safety, security and crime prevention. CCTV images and sound may be shared with the police or prosecuting authorities where appropriate.

CCTV is operated in line with relevant legislation, including the Data Protection Act 2018.

You must always wear a seat belt while travelling.

Seat belt extensions are available on request.

You are responsible for any injury, damage, loss or cost caused by your actions or by items you bring onto the vehicle in breach of these terms or the law.

Lost property

If you find something that another passenger has left on the vehicle, please tell the driver.

If you lose something, contact West Midlands Bus on Demand as soon as possible.

Tell us:

  • what you have lost
  • when you travelled
  • where you travelled

We cannot accept responsibility for property that you leave on a vehicle.

If we find your property, we will normally keep it for two weeks.

Perishable items, such as food, will normally only be kept for 24 hours.

We may dispose of property that we consider unsuitable to keep.

You may need to provide identification and a detailed description of the item before we return it.

Once we have found your property, we will arrange to return it as soon as possible. If you need it sooner, you may be able to collect it from the depot.

Our responsibilities and liability

We may be responsible for loss or damage caused by us, if we fail to follow these terms or if we do not take reasonable care.

Nothing in these terms limits our liability where the law does not allow us to do so. This includes liability for death or personal injury caused by our negligence or breach of a legal duty.

We are not responsible for loss, damage or inconvenience caused by another customer's actions, except where we have been negligent or have breached a legal duty.

Customers may be responsible for injury, damage, loss or costs caused by their actions or by items they bring onto a vehicle in breach of these terms or the law.

We may change the app or the way the service operates at any time.

We are not responsible for the actions of other people using the app or for disagreements you may have with third parties.

Using the app

The app is provided for your private use.

You are responsible for how you use the app and for the information you access through it.

We try to make sure the information in the app is accurate and reliable, but you use third-party content at your own risk.

You must:

  • use the app only for its intended purpose
  • follow the law when using it
  • keep your account secure
  • provide accurate information

You must not use the app to:

  • carry out illegal activities
  • create penalties or liabilities for us
  • damage the app or interfere with how it works
  • try to gain unauthorised access to the app or customer information
  • upload false information
  • pretend to be someone else
  • upload content that breaks another person's rights
  • upload advertising or marketing without permission
  • store another person's personal or sensitive information
  • link to the app without permission.

These rules are intended to keep the service, app and customer information safe.

Contact us

If you have a question, complaint, suggestion or feedback about West Midlands Bus on Demand, contact us:

Telephone: 0345 034 8670

Email: customerservices@tfwm.org.uk

Post:

West Midlands Bus on Demand
Transport for West Midlands
16 Summer Lane
Birmingham
B19 3SD

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