Conditions of Carriage

Terms and Conditions of Carriage

These Terms and Conditions of Carriage ("Terms and Conditions") are an important document. They are deemed to be incorporated into and to be conditions of your travel on our buses and your use of our products and services. They may change from time to time and the latest version shall apply.

New Adventure Travel values your custom and will endeavour to ensure you travel safely and in comfort on a clean, reliable bus service. This policy contains the Conditions under which we carry you and applies to anyone who travels with us. Our Conditions are consistent with the relevant statutory regulations, including those relating to the conduct of passengers and lost property and do not affect your statutory rights. Conditions may vary on certain services operated on behalf of other organisations. Any variations will be publicised locally. Entrance into any of the company’s vehicles or premises confirms acceptance of these conditions.

General Conditions

We aim to provide a safe, reliable and punctual service but there are occasions when we are simply unable to run as advertised due to factors outside our control such as road works, diversions, exceptional traffic congestion, major events, extreme weather conditions and other unforeseen operating circumstances.

Wherever possible, we will take reasonable steps to advise you of any disruption to services but, in the event of cancellation, delay, diversion or termination of any service or the service being unavailable to you as a result of the vehicle being fully loaded or for any other reasons, we shall not be liable for losses, damages, cost or inconvenience that you suffer as a result.

We reserve the right, for operational or other reasons, to alter, suspend or withdraw services, conditions or fares at any time.

We do not guarantee that services will connect unless we specifically advertise a guaranteed connection.

We do not in any way exclude or limit our liability for death or personal injury resulting from our negligence nor are your statutory rights as a consumer affected.

Entrance into any or our premises or vehicles confirms acceptance of these conditions.

Conduct of Passengers

Travelling by bus means you share the space with other people. You must therefore do nothing which endangers or causes discomfort to any other person on the bus. We reserve the right to refuse you entry, or require you to leave our buses or premises at any time, should we have reason to believe that your behaviour jeopardises the safety, security and comfort of others.

When travelling with us:

  •     You must not smoke – either conventional tobacco products or any form of electronic cigarettes or personal vaporisers
  •     You must behave in a manner that is not abusive or threatening and does not cause offence to other customers or staff.
  •     You must refrain from eating and drinking items which make the environment unpleasant for other customers or otherwise cause offence.
  •     No alcohol may be consumed on our vehicles, and you must not bring opened bottles, cans or other containers of alcohol onto our vehicles.

    For guidance purposes: prohibited articles shall include but are not limited to the following: food and drinks or other fluids in non-spill proof or open containers (i.e.; coffee with a lid is acceptable, coffee without a lid is not); opened bottles or other containers of alcoholic drinks (i.e.; unopened alcoholic drinks can be carried on condition that they remain unopened during transit, alcoholic drinks that have been opened may not be carried at all); drugs or other illegal substances.
  •     Refrain from leaving rubbish or discarded items on the bus.
  •     You must not be wearing soiled working clothes or carrying any soiled items which might stain the seats etc
  •     Follow the instructions of our staff and act in a manner which shows due regard for the safety and comfort of other customers and company employees, including not standing adjacent to emergency exits, the vehicle entrance, next to the driver or sitting in gangways, on staircases or standing upstairs on a double deck vehicle.
  •     Notify a member of staff immediately if you sustain an injury whilst boarding, travelling on or getting off a bus.
  •     Follow the directions of staff concerning the maximum number of standing passengers that a bus is permitted to carry. All of our vehicles contain clear signage setting out their standing capacity.
  •     Except in an emergency, you must not talk to the driver whilst the bus is moving, obstruct the driver’s vision or otherwise distract him.
  •     Have due regard at all times for the needs of our elderly, young and disabled customers and, in particular, vacate seats and spaces designed for the elderly and disabled when requested
  •     You must not distribute leaflets, papers or other articles, or offer anything for sale or collect for charity, without our prior written consent
  •     You must not interfere with equipment fitted on the vehicle
  •     You must not deliberately damage or deface any part of the vehicle

Intending customers who, in the opinion of the driver or other company officer, appear likely to behave in an antisocial manner may not be allowed to travel.

If you are in breach of these and other statutory regulations you will be obliged to give your name and address to a company officer or may be restrained or removed from the bus or our premises by a company officer, a police officer or a community support officer and refused further travel without refund. We also reserve the right to take any other measures we consider necessary to protect the safety and comfort of our customers and staff including temporarily or permanently banning you from travelling with us following an incident of misconduct.

Buses and premises may be fitted with audio CCTV to provide added security for our customers and staff. Appropriate signage will be in place where audio CCTV is in use and the video and sound recordings used solely for the monitoring of safety, security, service quality and in support of relevant criminal and civil legal proceedings and complaint investigation. Images of you may be provided to the police, VOSA, the Traffic Commissioner or any other enforcement agency at their reasonable request.

Whilst we will do everything we reasonably can to control conduct of other customers, we cannot be held responsible for their conduct.

Getting on and off the bus

In most urban areas, buses will normally pick up and set down passengers at marked bus stops. In busy areas, certain stops will be allocated to specific services.

You must not attempt to board or alight from a moving bus or from a bus which is stationary at a point which is not a designated bus stop such as traffic lights and road works etc.

You must not attempt to board a bus once it has left its designated stand in any bus station.

You must not use the emergency exits on any vehicle except in a genuine emergency.

In certain areas there are no designated bus stops and, in those areas, buses will stop on request where it is safe to do so. You should always pick a point away from parked cars, road junctions, etc and give a clear signal in good time to the driver of the approaching vehicle.

When you come to alight, please ring the bell once in good time to alert the driver. Whenever possible, you should remain seated FOR YOUR OWN SAFETY until the bus stops.

Carriage of Wheelchairs, Small Prams and Buggies

We are constantly investing in updating our fleet to improve access and space for the disabled in wheelchairs, disabled buggies and for passengers travelling with young children in small prams and buggies.

Subject to space being available and the discretion of the driver, we will carry small prams and unfolded buggies within the designated area but only when it is not required by a passenger in a wheelchair. Prams and buggies must not block the aisle of the vehicle at any time.

You are, however, required to ensure that the designated wheelchair space is made available if a customer wishes to board with a wheelchair or a disabled buggy.

You are required to co-operate in allowing proper use of the designated wheelchair space by vacating this space if it is required by a customer in a wheelchair or disabled buggy including repositioning small prams, folding any buggies and storing them in luggage space. Failure to comply with this requirement will comprise a breach of “Conduct of Passengers” above and may lead to further action as set out in that Section.

Carriage of Bicycles

Non folding bicycles should not be carried on NAT Group vehicles. Folding bicycles, safely and securely stowed in the designated luggage area in a suitable bag or box, may be carried on all vehicles.

Non-motorised scooters may not be carried on the upper deck of double deck vehicles but should be stored securely in the lower deck luggage area.


In the interests of the safety and comfort of all of our customers, we restrict the size, type and quantity of luggage or other belongings which you can bring onto our buses and reserve the right to refuse permission for you to bring any item onto our buses.

We reserve the right, at the discretion of the driver, to refuse any large, unsuitable or awkward packages or an excessive amount of personal hand luggage.

You remain responsible for any items you bring. You may not be allowed to travel if, for example, the available space for carriage of luggage is already full or, if, in the opinion of the driver, your luggage or belongings will block gangways and access to emergency exits on the bus.

We cannot be held responsible for any loss or inconvenience to you if you are refused travel under these circumstances.

We reserve the right to request that you open any article of luggage for inspection by the driver or other company officer in your presence if, for reasons of security, it is considered necessary to do so.

Fragile items such as electronic goods, portable televisions, computers, radios etc will only be carried if they are of reasonable size and securely packed. We will not be responsible for damage to such items however caused.

Paint may only be carried in original and properly sealed containers of 5 litres or less.

Certain items cannot be carried under any circumstances in the interests of safety. These include accumulators, explosives, ammunition, weapons and combustible or otherwise hazardous materials including petrol.


Accompanied, well behaved dogs or other small animals which will not be a danger or a nuisance for other customers or our staff is allowed to travel with you on our buses at the discretion of the driver who may reasonably decide where on the bus the animal is best carried.

Where appropriate, dogs must be muzzled or put on a lead in accordance with the Dangerous Dogs Act. Small animals must be caged, boxed or kept on a lead. Any animal carried must remain under control and must not be allowed to sit on the seats.

If you bring an animal onto a bus, you will be held responsible for any damage, loss or injury arising from its presence on the bus.

If a passenger makes the driver aware of an allergy to any animal being carried on the service, the animal and owner may be requested to leave the vehicle.

Guide dogs, hearing or assistance dogs accompanying registered disabled persons are carried free of charge at any time. Assistance dogs should wear their harness or identification jacket when travelling.

Lost Property

We will do all that we reasonably can to locate and return any property left on our premises or on one of our buses to its owner. If lost property is not claimed within a month, we will become the owner of the property and will dispose of it appropriately.

If you find lost property on a bus, you must hand it to the driver. Providing the item is not perishable or objectionable, we will keep it for a month. If you claim any item of lost property, you will be required to satisfy us that the item belongs to you, give us your name and address and you may be charged an administration fee.

If the lost property is perishable and is not claimed within 48 hours of being found, we will dispose of it as we think fit. If perishable property is, or becomes, objectionable or a health risk before the end of the 48 hour period, we reserve the right to destroy or dispose of it at any time.

If the lost property is contained in a package, bag or other container, we may open it and examine it in order to trace the owner or identify the nature and value of the lost property.

To reclaim lost property, you should contact New Adventure Travel. Contact details can be found at Under normal circumstances, you will need to collect the lost property from the depot at which the lost property is being stored (Cardiff, Pontypridd, or Swansea). You will need to pay the cost of postage and packaging in advance if we agree to post the property back to you. Our arrangements comply with the relevant legislation.

Fares and Ticketing

Whenever you board a bus you must either:

Show the driver a valid prepaid ticket, pass or other form of authority to travel.
When travelling with a Smartcard or magnetic pass, it must be presented to the reading equipment so that its validity may be checked and your journey recorded.


Pay the fare for the journey you intend to take to the driver whether specifically requested to do so or not.

Where you make payment to the driver, you should ensure that you are given a new ticket issued from the ticket machine which corresponds with the amount you have paid and is valid for your entire journey.

We do not accept payment by cheque.

Some, but not all, of our drivers are issued with a minimal cash float, and so in some circumstances may not be able to give the correct change if you are unable to pay the precise fare. 

You must retain your ticket, pass or other relevant documentation for inspection by a Company Official on demand throughout your journey. If you are unable to show this, or if it has expired or been altered or tampered with, you will be liable to pay a fare for the journey which may be a Standard Fare depending on the circumstances. We will not refund you this fare if you later find the missing ticket or other document. We reserve the right to refuse travel to anyone who presents a ticket which has been obtained fraudulently or which is damaged.

When you complete the journey for which you have paid or the validity of your pass or other relevant documentation expires, you must leave the bus or pay a fresh fare to your intended destination.

It is your responsibility to have a valid ticket for the whole journey and to carry any associated identification required for the purchase of the ticket you hold, such as student ID, proof of age etc, with you whilst travelling.

You are liable to prosecution if you do not hold a valid ticket, pass or other relevant documentation.

Single or return fares purchased on bus are normally calculated with reference to fare stages. If you board a bus at a location which is not a fare stage, you will be charged from the previous stage. Similarly, if you alight at a location which is not a fare stage, you will be charged to the subsequent fare stage. In certain areas a number of stops may be grouped together as one fare stage.

You may not break your journey when travelling on a single or return fare.

Return tickets are valid only on the day of purchase, unless clearly advertised otherwise, and sometimes have time restrictions as to their validity. It is your responsibility to check the validity conditions of a return ticket. Return tickets should be purchased from the driver of the bus on the outward journey and presented to the driver of the bus on the return journey for validation. They are valid for one single journey in each direction.

Children aged under 16 and those people who, in the opinion of the driver, are vulnerable, at risk or in distress, and unable to pay their fare will be carried at all times providing their name and address can be given in order that the fare due may be collected at a later date together with any reasonable administrative costs.

Child Fares apply to children of five years and above, but under 16 years of age.

There is no charge for up to 4 children under 5 years of age when travelling with another responsible passenger providing they do not occupy a seat to the exclusion of a fare paying passenger or are seated in a buggy in an appropriate space on the vehicle. Additional children will be charged as if they were aged 5 or over.

We have a range of multi journey travel products. Full details of availability, price, validity and terms and conditions can be found on

Decisions on applications for ticket, travel or m-ticket refunds will only be made at our entire discretion, without precedent, and any refund agreed may be subject to a reasonable administration charge.

School passes for the 801 - 822 school services are available for purchase on our mobile app, these are available in 4-weekly or term options. When school holidays occur, we advise that the 4-weekly ticket may not be the best option for purchase, and advise customers to purchase daily tickets from the driver. NAT Group will not offer a refund, credit or promo code for days lost due to holiday, sickness, and inset days. The 4-weekly ticket only offers an alternative ticket method. Customers purchasing Term Passes are able to switch these tickets to a physical pass if desired, an administration fee of £10 will be charged when doing so. 

Decisions on applications for ticket, travel or smartcard refunds will only be made at our entire discretion, without precedent, and any refund agreed may be subject to a reasonable administration charge.

Concessionary Travel Schemes

Concessionary travel schemes for many categories of passenger are operated by all local authorities in England, the Scottish and Welsh Governments.

The terms, conditions and rules applying to these schemes are the responsibility of the pass issuing authority.

When travelling on New Adventure Travel vehicles, concessionary passengers must additionally comply with all aspects of these Conditions.


We welcome suggestions and complaints because they help us to improve our services and put things right when they have gone wrong. We want people to contact us rather than just stop using our services. We will handle complaints with tact and consideration and never take them personally. We know that customers want to be taken seriously more than anything else. When we have failed, we will offer a sincere, speedy apology and a genuine commitment to avoiding a repetition.

Information on how to contact New Adventure Travel is available on all buses, in all timetables, on our website and, where possible, in information leaflets.

All suggestions and complaints whether in writing, by email, in person or by telephone will be investigated and dealt with.

We will provide a response as quickly as possible and always within seven days of receipt, even if this is initially to explain what investigation needs to take place and how long this will take.

When comments or complaints are about matters outside our control, we will forward them to the relevant organisation and explain that we have done this.

The Bus Appeals Body in England and Wales is a non-statutory committee offering an independent review of complaints arising from the operation of local bus and scheduled coach services. If you are not satisfied with our response, we will always pass on contact details for BAB.

Data Protection

In any circumstances where we collect your personal data, in connection with a retail transaction, a customer survey or other purpose, we will only collect and process your data in accordance with the principles contained in the Data Protection Act 1998.


These Conditions may be amended at any time and any revision will be advertised on and revised leaflets made available through information outlets.
Legal Notice

The governing law for these Conditions shall be the laws of England and Wales and the Courts of England and Wales shall have exclusive jurisdiction

Should any provision of these Conditions be invalid or unenforceable this shall not affect the validity and enforceability of the remaining provisions.

These Conditions constitute the entire agreement between New Adventure Travel and its customers. None of our employees are entitled to alter or vary any of the provisions of these Conditions.

Definitions and Description
New Adventure Travel (NAT Group) offers tickets and passes for sale to its customers subject to the terms and conditions set out below.
The following terms and conditions govern all purchases of New Adventure Travel tickets.

For the purposes of these terms and conditions:-
‘we / us / our’ means New Adventure Travel.
‘You / your’ means you, the customer wishing to purchase a ticket from us.
‘Mobile phone’ or ‘device’ means a mobile phone or ‘smart’ phone (such as an iPhone or Android) or any other handheld device (such as an iPad or tablet).
'Pass / Ticket' means a ticket or pass that may be purchased as either a smartcard or paper ticket


Basis of Agreement
This website or mobile ticket facility is offered as a service to you by us. By using this website or mobile ticket facility you agree that these terms and conditions will govern the relationship between us and you. You should read these terms and conditions carefully.

These terms apply to your application and to any purchase of tickets and passes. We will treat each order for tickets as an offer by you to purchase the tickets in accordance with these terms.

New Adventure Travel may change these terms from time to time.

New Adventure Travel offers a selected number of tickets and passes.

We cannot guarantee that all ticket types you may wish to order will be available to be supplied to you via the NAT Group website.

Tickets and passes sold are valid ONLY for travel on New Adventure Travel bus services in zones and areas as specified by us at the time that you complete your purchase of the ticket.

Tickets and passes remain our property and must be produced at any time during the journey when requested by any of our officials. Tickets must be shown to the driver when boarding the bus. It is your responsibility to ensure that you have a valid ticket if you wish to travel. Passengers failing to produce a current valid ticket must pay the appropriate fare on boarding and refunds will not be given where passengers have failed to produce a valid ticket

We reserve the right to reject any ticket or pass which we reasonably believe to be invalid, out of date, cancelled, or if the ticket is damaged, defaced or otherwise impaired. Out of date and invalid tickets and passes will be rejected at validation.

Price and Payment

The price paid by you is valid for the duration of the ticket and any subsequent change in prices during this period will not affect a ticket that has already been purchased.
The prices quoted on this website are in pounds sterling. If you choose to pay for your tickets using any other currency you may have to pay a further fee in respect of the exchange rate.

Please note, we do not store any credit or debit card details (please see the Data Security section below).

Cancellations and Refund Policy.

NAT Group, in its absolute discretion, reserves the right to change routing or timetables of its services and to cancel or withdraw routes for any reason including, but not limited to, commercial viability, technical, health and safety and/or operational reason. Should a service be withdrawn or timetable/routing change and the service is no longer suitable/available New Adventure Travel will offer refunds for passes up to 30 days after the withdrawal/change date.

To request a refund for a service that has been withdrawn or changed you should email, once a request has been made please post your purchased ticket or pass to New Adventure Travel, Coaster Place, Cardiff, CF10 4XZ. Once the pass has been received your refund will be processed along with any administration charges within 14 working days. Refunds will be made to the credit or debit card used for the purchase, where this is not available a cheque will be supplied. NAT Group does not accept responsibility for the loss of your returned goods or your postage charges.

For the avoidance of doubt, the full value or any part of the value of the purchased pass will not be refunded nor will any compensation be payable if any of the services become unavailable or if any or part of any of the services are withdrawn/cancelled, or have timetables/routing altered, outside of the 30 days of the service withdrawal/change.

Refunds are not available in any circumstances. This does not affect consumers’ statutory rights.

We use reasonable endeavours to ensure that the data on this website is accurate and to correct any errors or omissions as soon as practicable after being notified of them.
The NAT Group website may not be compatible with your device, browser or computer configuration and we make no warranty that it is. We make no warranty that your access to our website will be uninterrupted, timely or error-free and we will not be responsible if we are unable to provide website coverage for whatever reason.

We will be responsible if something we do causes death or personal injury. We will also be responsible for damage to your property if the cause is our fault. Other than the responsibility we have accepted as described above, we will not be responsible for any losses that you suffer whether in contract, tort or otherwise arising out of or in connection with our website, inability to access our website, any websites linked to our website.

NAT Group will only use the information that we collect about you lawfully, in accordance with the Data Protection Act 1998 and the Privacy and Electronic Communications (EC Directive) Regulations 2003 (“data protection laws”). You confirm that you will only enter information about yourself and that such information is true.
The details which you provide about yourself and any other information which identifies you will only be used for operational purposes, for example, to contact you for feedback on this facility. Details will not be passed to any other parties.

Contact Details
If you have any queries, please contact NAT Group’s Customer Service Team at

Statutory Rights
As a consumer, you have certain statutory rights regarding statements made in public by us or our representatives, the repair or return and replacement of defective or misdescribed goods and the performance of services, as well as claims in respect of losses caused by our negligence or our failure to carry out our obligations. Nothing in these terms and conditions affects those statutory rights.

You also have certain statutory rights under the Electronic Commerce (EC Directive) Regulations 2002 because we are advertising and selling services online. If we do not comply with these Regulations you have certain remedies. These terms and conditions do not affect your remedies under those Regulations. These terms and conditions are intended to be consistent with the Consumer Protection (Distance Selling) Regulations 2000 as amended and nothing in them is intended to impose on you any duty or liability additional to those specified in those Regulations. If you would like a copy of these Regulations, they can be obtained from the Office of Fair Trading. For further information about your statutory rights, please contact your local authority Trading Standards Department or Citizens’ Advice Bureau.



If you are dissatisfied with the response you receive to your comments about our service, you may raise the matter with Bus Users UK, PO Box 1045, Cardiff, CF11 1JE.  Bus Users UK is a partner in the Bus Appeals Body. The Body is a non-statutory organisation offering an independent review of complaints arising from the operation of local bus and scheduled coach services.