1. Introduction and Acceptance

These Terms of Service ('Terms') govern your access to and use of the website at www.onroutegroup.co.uk ('the Website') and the transport services provided by OnRoute Transport Group Ltd ('OnRoute', 'we', 'us', or 'our').

By accessing our Website, submitting an enquiry or booking request, or using any of our transport services, you agree to be bound by these Terms. If you do not agree with any part of these Terms, you should not use our Website or engage our services.

OnRoute Transport Group Ltd is a company registered in England and Wales, operating as a licensed private hire vehicle (PHV) operator under PHO Licence 26/00206/LICPHO issued by Thurrock Borough Council.

2. Our Services

OnRoute Transport Group provides the following services:

• Home-to-school transport for children, arranged in partnership with local authorities, schools, and parents or carers
• Community transport for adults and vulnerable individuals who require assisted travel
• Private hire vehicle transport services within Essex, Thurrock, and surrounding areas
• Transport services delivered under contracts and frameworks with local authorities, including the Kent County Council Dynamic Purchasing System

All transport services are provided by licensed private hire drivers operating vehicles that meet the requirements of our PHV operator licence and our internal Standard Operating Procedures. Services are subject to availability and to the specific terms agreed at the point of booking or contract.

3. Use of Our Website

3.1 Permitted Use

You may use our Website for lawful purposes only. You must not use our Website:

• In any way that is unlawful, fraudulent, or harmful to others
• To transmit unsolicited or unauthorised marketing communications
• To introduce viruses, malware, trojans, or any other technologically harmful material
• To attempt unauthorised access to our Website, servers, or any databases connected to the Website

3.2 Intellectual Property

All content on this Website — including text, graphics, logos, images, and page layouts — is the property of OnRoute Transport Group Ltd or its licensors and is protected by applicable intellectual property laws. You may not reproduce or distribute any content without our prior written consent.

4. Enquiries, Bookings, and Quote Requests

Submitting an enquiry through our Website contact form is an invitation for OnRoute to make contact with you. It does not create a binding contract or confirm a booking. A booking is not confirmed until OnRoute has issued a written booking confirmation to you by email.

Any request to amend or cancel a confirmed booking must be directed to customerservice@onroutegroup.co.uk as soon as possible.

5. Passenger Transport — Conditions of Carriage

5.1 Passenger Conduct

All passengers travelling with OnRoute are required to follow all reasonable and lawful instructions given by the driver, wear a seatbelt where required, and refrain from smoking or vaping in any OnRoute vehicle.

5.2 Child Passengers — Additional Conditions

Where OnRoute is contracted to transport children, children will be collected from and delivered to authorised adults only. Drivers will not leave a child unattended if no authorised adult is present. Any change to arrangements must be communicated to OnRoute in advance and in writing by an authorised adult.

5.3 Safeguarding

OnRoute takes safeguarding seriously as a paramount operational responsibility. All drivers are required to complete safeguarding awareness training. Any concern relating to the welfare of a passenger must be reported to the Operations Manager immediately.

5.4 In-Vehicle CCTV

OnRoute vehicles do not use CCTV cameras in transportation of children unless we are instructed to do so by the carer. Cars will be fitted with CCTV cameras for the safety and security of passengers and drivers. Use of CCTV is conducted in accordance with our Privacy Policy.

6. Driver Standards

All drivers within our network are required to hold a current PHV licence, comply with OnRoute's Standard Operating Procedures (SOP v1.0), and operate with professionalism, courtesy, and a safeguarding-conscious attitude.

7. Liability

Nothing in these Terms excludes or limits OnRoute's liability for death or personal injury caused by negligence, or for fraud. Subject to this, OnRoute's aggregate liability shall not exceed the total fees paid in respect of the specific service giving rise to the claim.

8. Complaints

OnRoute is committed to resolving complaints promptly and fairly. If you are dissatisfied, please contact us at customerservice@onroutegroup.co.uk.

9. Governing Law

These Terms are governed by and shall be construed in accordance with the laws of England and Wales. Any dispute shall be subject to the exclusive jurisdiction of the courts of England and Wales.