The Big Lemon values the custom of every one of our customers and will endeavour to ensure that everybody is carried in comfort on a clean, reliable bus service. This document contains the conditions under which we carry our passengers 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.
We aim to provide a safe, reliable and punctual service but there are occasions when it is impossible to run the service as advertised due to factors outside of our control, such as road works, diversions, exceptional traffic congestion, major events, extreme weather conditions and other unforeseen operating circumstances. When possible, we will take all possible steps to advise our passengers of any disruption to services, but in the event of cancellation, delay, diversion or termination of any service, the bus being fully loaded and unavailable to use or for any other reasons, we shall not be liable for losses, damages, cost or inconvenience that our passengers suffer as a result.
We do not guarantee that our 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 our passengers’ statutory rights as a consumer affected.
Conduct of passengers
We reserve the right to refuse passengers entry, or require passengers to leave our buses or premises at any time, should we have reason to believe that their behaviour jeopardises the safety, security and comfort of others.
When travelling with us passengers must:
- Wear a face covering when travelling in unless exempt.
- Refrain from smoking either conventional or electronic cigarettes
- Behave in a manner that is not abusive or threatening and does not cause offence to other customers or staff
- Refrain from eating and drinking items which make the environment unpleasant for other customers or otherwise cause offence
- Refrain from consuming alcohol
- Refrain from playing loud music which can be heard by and disturb other passengers.
- Refrain from leaving rubbish or discarded items on the bus.
- 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 consideration 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.
- If the vehicle you are travelling on is fitted with seat belts, you are legally required to wear them.
- Notify the driver immediately if you are injured whilst boarding, travelling on or getting off a bus.
- Follow the directions of staff concerning the maximum number of passengers that a bus is permitted to carry. All of our vehicles contain clear signage showing their capacity.
- Unless in an emergency, passengers must not talk to or distract the driver nor obstruct the drivers vision whilst the bus is moving.
- Show extra consideration for other passengers and vacate seats if required by disabled, elderly, pregnant or less able to move customers. They appreciate it more than you’ll think.
- Not distribute leaflets, papers, offer anything for sale or collect for charity without our prior written consent.
- Not interfere with equipment fitted on the vehicle. Passengers must also not deliberately damage or deface any part of the vehicle and passengers found doing so will be asked to pay a reasonable cost towards their repair.
- Intending customers who appear likely to behave in an antisocial manner in the opinion of the driver may not be allowed to travel.
If passengers are in breach of these and other statutory regulations they will be obliged to give their name and address to or may be restrained or removed from the bus or our premises by 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 passengers from travelling with us following an incident of misconduct.
Our buses may be fitted with audio CCTV for the safety and security of our passengers, staff and the wider community. Buses with audio CCTV will display appropriate signage and video and audio recordings will solely be used for monitoring of safety, security and in support of relevant criminal and civil legal proceedings and complaint investigation and such recordings will be held in accordance to relevant current Data Protection legislations. Images of you may be provided to the police, DVSA, 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 allow passengers to board and alight the bus at marked bus stops. In busy areas around Brighton, certain stops are be allocated to specific services.
Passengers must not attempt to board or alight from a moving bus or from a bus which is stationary at a point which it is deemed by the driver not to be safe for passenger to board or alight. Passengers also must not use the emergency exits on any vehicle except in a genuine emergency.
In certain areas along the length of our routes there are areas which allow for buses to board and alight passengers in a space where it is safe to do so, in those areas buses will stop in a place which is, in the driver’s opinion, a safe place to stop. Passengers are advised to 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 passengers come to alight the bus, they should ring the bell once in good time to alert the driver.
Carriage of wheelchairs, small prams and buggies
We will always strive to ensure that the buses we use, unless historic or advertised as otherwise, are low floor and accessible for all our passengers. Wheelchairs, disabled buggies, approved mobility scooters, small prams and unfolded buggies may only be carried on low floor vehicles. We will clearly publicise any journeys that are operated by vehicles that are not wheelchair accessible on our timetables.
Subject to space being available and the discretion of the driver, we will carry small prams and unfolded buggies on low floor buses within the designated area but only when it is not required by a passenger in a wheelchair or approved mobility scooter. Prams and buggies must not block the gangway at any time.
Passengers are, however, required by law to ensure that the designated wheelchair space is made available if a customer wishes to board with a wheelchair (or, if no wheelchair user is travelling, a disabled buggy or approved mobility scooter).
Passengers 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, if no wheelchair user is travelling, a disabled buggy or approved mobility scooter) including repositioning small prams, folding any buggies and storing them in the luggage space. Failure to comply with this requirement will result in at least delays to the service and at most the driver or a company official contacting the police to ask the passenger to vacate the vehicle.
For passengers requiring guidance on accessing our services with a wheelchair, a disabled buggy or an approved mobility scooter, please contact our office on 01273 681681 or email us at email@example.com.
We are fully supportive of a mother’s right to breastfeed in public. Mums who wish to breastfeed are welcome to do so on all of our bus services.
Carriage of bicycles
Non-folding bicycles are not permitted to be carried on any of our buses. Folding bicycles, safely and securely stowed in the designated luggage area 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. Motorised scooters are not permitted to be carried on any of our buses.
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.
On services operated by 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.
Passengers also look after their luggage at all times and they remain responsible for any items brought onto the bus. Passengers 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, their 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 any passengers who are refused travel under these circumstances. 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. Liquids 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.
One accompanied well-behaved dog or other small animal which will not be a danger or a nuisance for other customers or our staff is allowed to travel with passengers on our buses at the discretion of the driver who may reasonably decide where on the bus the animal is best carried. If the driver or other passengers suffer discomfort as a result of the animal traveling, the driver reserves the right to refuse travel or ask a passenger to leave the bus. 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. Passengers who bring an animal onto a bus will be held responsible for any possible damage, loss or injury arising from its presence on the bus.
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.
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 to a charity. All computers, phones and other electronic items containing data will be securely wiped of all data and disposed of, with any proceeds donated to charity.
Passengers who find lost property on a bus must hand it to the driver. Providing the item is not perishable or objectionable, we will keep it for a month. Anybody claiming any item of lost property will be required to prove that the item belongs to them and provide us their name and address. If the lost property is perishable 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 or to determine whether it is a security risk. To reclaim lost property, you should contact our office during our office hours.
Under normal circumstances, you will need to collect the lost property from the office. 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
Our fares and tickets are the same as services operated by Compass Bus and Brighton & Hove Buses throughout the city.
Whenever boarding a bus, passengers must either:
Show the driver a valid prepaid or mobile ticket, pass or other form of authority to travel, which the driver will check to confirm validity for the journey they are making. When travelling with a Key card or magnetic pass, it must be presented to the reading equipment on the ticket machine so that its validity may be checked and the journey is recorded.
Pay the fare for the journey you intend to take to the driver whether specifically requested to do so or not.
When paying the driver, passengers should ensure that they are given a new ticket issued from the ticket machine which corresponds with the amount they have paid and is valid for their entire journey. Passengers should always check any change and point out any discrepancies immediately as we cannot correct mistakes later. We do not accept payment by cheque or foreign currency. Where contactless payments are accepted for payment, the passengers are responsible for ensuring that your card is not damaged. If, when the passenger’s card has been presented to the reader, it does not work, it is the passengers’ responsibility to either present another card or another form of payment. For more details on contactless travel visit our website or call our office.
Drivers are not able to accept £50 notes and may not always have sufficient change for other large denomination notes. Where the driver has insufficient change, they may provide the passenger with a Change Voucher in lieu of cash used to pay for all or part of their next journey which may be redeemed at our office.
Passengers must retain their ticket, pass or other relevant documentation (including contactless payment card) for inspection by a Company Official on demand throughout their journey. If passengers are unable to show this, or if it has expired or been altered or tampered with, they will be liable to pay the correct fare for the journey depending on the circumstances and this fare will not be if the passenger later finds the missing ticket or other document.
When the passenger completes the journey for which they have paid or the validity of the pass or other relevant documentation expires, they must leave the bus or pay a fresh fare to their intended destination. It is the passengers’ responsibility to have a valid ticket for the whole journey and to carry any associated identification required for the purchase of the ticket they hold, such as student ID, proof of age etc., with them whilst travelling.
Passengers are liable to prosecution if they 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 a passenger boards a bus at a location which is not a fare stage, they will be charged from the previous stage. Similarly, if they alight at a location which is not a fare stage, they will be charged to the subsequent fare stage. In certain areas a number of stops may be grouped together as one fare stage.
Passengers may not break their journey when travelling on a single or return fare.
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.
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 wide range of multi journey travel products and specific ticket offers for young people in certain locations. Full details of availability, validity and terms and conditions can be found on our website. Refunds, cancellations and ticket transfers are not available for mobile tickets. For more details please refer to app terms and conditions.
We welcome all suggestions and complaints because they help us to make our services even better and to right our wrongs. We would rather our passengers reach out and tell us instead of not using our services. We handle all complaints fairly and never take them personally as we understand our passengers want to be taken seriously above all else. When we have failed, we will offer a sincere, speedy apology and a commitment to avoiding the repeat of the same incident.
Information on how to contact us is available on the bottom of all tickets, in all buses, in all timetables 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 respond as quickly as possible and always within one week of receiving a complaint or suggestion, 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.
In the event you are not satisfied with the handling of your complaint, you may contact the Bus Appeals Body whose contact details are as follows:
The Bus Appeals Body c/o Bus Users England
Tel: 01134 577 900
For all enquiries, suggestions or complaints, please contact us through either of these means:
Post: The Big Lemon, Protran House, Brighton, BN2 5TJ
Phone: 01273 681681
Facebook: The Big Lemon
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 2018.
The governing law for these Conditions shall be the laws of England and the Courts of England 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 The Big Lemon and its customers. None of our employees are entitled to alter or vary any of the provisions of these Conditions.