Terms Of Service

TERMS AND CONDITIONS

DEFINITIONS

Company: Refers to Bell Transport Services Limited, the road transport service provider.

Customer: Refers to any individual or organization utilizing the services provided by the company.

Services: Refers to the transportation services offered by the company.

PURPOSE & SCOPE

The terms and conditions govern the contractual relations between customers and Bell Transport Services Limited, regarding any undertaking or transaction pertaining to transportation services.

Except specific terms and conditions are agreed with a customer, and unless otherwise provided, the terms and conditions herein are applicable. The Customer or any other agent acting on his/her behalf acknowledges having read these terms before booking and expressly accepts the same.

BOOKING AND RESERVATIONS                   

All bookings and payments made prior to the date of departure are subject to the availability of the fleet.

Customers must provide accurate and complete information when booking services from the company and this includes providing the number of customers, traveling with infants, departure location, destination, dates, etc.

Bookings can be done before or on the day of departure, however, booking on departure day is subject to the availability of the fleet.

Reservations and bookings can only be done via the following channels: phone calls, the company’s official website, and mobile applications. Another medium of reservations and bookings is considered invalid.

The customer is responsible for paying the fare or service charges in full to secure the reservation.

Reservations made are only validated upon successful processing of payment. Meaning until payment for reservations is made, the reservations are subject to cancellation or modification by the company.

Upon the selection of seats in a vehicle during booking, the company reserves the right to allocate another seat in another vehicle to a Customer based on the availability of fleet.

CHECK-IN 

The estimated time of departure is duly communicated to customers upon full completion of payment for services/ during the reservation process.

Customers are to arrive at the company’s terminal for physical check-in 6:30 minutes before the estimated time of departure time 7:00. 

Customers who arrive late for check-in may risk losing their reserved seats or may have to travel with another vehicle depending on the availability of the fleet on the specified date.

In the event of a missed check-in, where there is no alternative fleet, the company is NOT responsible for providing alternative transportation or refunds. However, travel dates can be rescheduled for the customer.

We strongly advise the customer to adhere to our check-in policy. 

ITEMS OF LUGGAGE ALLOWANCE 

All customers are entitled to one medium-sized (30”x22”x15) i.e. (one box and a small bag) luggage allowance per ticket, for the comfort and safety of the customer. 

In a situation where the luggage exceeds the stated requirements, the customer(s) will have to send the excess luggage through another fleet or pay for an extra seat to accommodate it.

We highly recommend the use of fragile traveling boxes.

Valuable and fragile items such as laptops, electronics, etc. will not be placed in the trunk of the company’s vehicles but must be carried as hand luggage. 

The company may refuse to transport baggage that poses a safety risk or violates applicable regulations.

Hazardous materials such as gas cylinders, generators, fuel in gallons, etc. are STRICTLY PROHIBITED.

Customers are advised to always monitor their luggage before and after check-in.

PRICE INFORMATION 

All fees charged are in accordance with the traffic rule in the state of sale.

In the event of a price change (probable cause being the economic situation of the country, fuel hike, etc.), the company will notify customers through appropriate communication channels such as phone calls, messages, or website announcements.

The notification will include the effective date of the price change and any additional relevant information.

For customers who have made a reservation or booking (full payment) prior to a price change, the originally agreed-upon price will be honored and Customers making new bookings after a price change will be subject to the updated prices in effect at the time of booking.

The customer will be informed of the updated prices during the booking process, prior to confirming the reservation.

Customers are encouraged to regularly check the company's official communication channels for any updates or announcements related to pricing.

RESERVATIONS RESCHEDULING

Rescheduling requests can be made by customers who wish to change their original travel dates or times. However, rescheduling requests should be made in advance (at least 24 hours), allowing sufficient time for the company to accommodate the changes.

Rescheduling is subject to an extra charge of 25% of the booking fee and the customer is responsible for paying the rescheduling fee before the newly slated date and time.

Note that all rescheduling is subject to vehicle and seat availability on the desired route and subject to current rates.

Late rescheduling requests (requests made in less than 12 hours to the stipulated date and time of travel) are subject to additional fees, 30% of the booking fee.

The company reserves the right to refuse or limit rescheduling requests during peak periods, high-demand seasons, or when capacity constraints exist.

The company will make reasonable efforts to inform customers of any limitations or restrictions on rescheduling.

TICKET VALIDITY 

Customers with unused reservations or rescheduled trips have thirty (30) days from the date of initial booking to utilize the reservations or consider such tickets forfeited. 

MISSING / FORGOTTEN ITEMS 

All customers must ensure that necessary precautions are taken in safekeeping their luggage, including securing them properly. 

The Company assumes no liability for missing, undeclared, and perishable items. 

Customers are responsible for their personal belongings throughout the journey and are advised to monitor their luggage while at the terminals and onboard the vehicles. 

In the event of a missing item, passengers should promptly report it to the company's customer service within 12 hours and reports of missing items should include relevant details, such as a description of the item, and the seat or area where the item was last seen.

The company shall not be held liable for missing items not reported within the stipulated timeframe.

Found items that are unclaimed will be kept for a maximum of 30 days before they are dispatched, disposed of, or donated to charitable organizations. However, perishable items will be disposed of on the same day if unclaimed to avoid contamination. 

The company shall not be liable for any loss, damage, or theft of the customer’s belongings unless proven.

IN TRANSIT BREAKDOWN 

As a transport company, the importance of maintenance and adherence to preventive measures to avoid unforeseen circumstances like in-transit breakdowns is well acknowledged and implemented. However, if it does happen, the rapid response unit is responsible for providing alternative arrangements such as a replacement vehicle, repairs, etc depending on the circumstance.

The company will take appropriate measures to ensure the safety and well-being of passengers during an in-transit breakdown and will communicate updates and instructions as necessary.

Tickets cannot be reused, and the customers will be entitled to a 10% discount on their next trips for in-transit breakdowns that cause a delay of 3 hours and above. There is no refund for in-transit breakdowns.

CANCELLATIONS AND MODIFICATIONS

Customers should notify the road transport company promptly if they need to cancel or modify their reservation.

Customers who wish to cancel their reservation should do so 24 hours before the specified date and time of flight to avoid being marked as a no-show.

Refunds will only be made to cancellations done 24 hours before the set date and time for travel.

Please note that a no-show without a prior reschedule will render the ticket void.

The road transport company reserves the right to cancel or modify a reservation due to unforeseen circumstances or operational reasons. In such cases, reasonable efforts will be made to provide suitable alternatives.

SAFETY AND SECURITY

Customers should cooperate with security checks conducted by the company or authorized personnel.

Customers should not carry or transport any illegal or prohibited items during the journey.

Customers should adhere to vehicle precautions such as using seat belts, compliance with checkpoint rules, etc. In the advent of non-compliance, the defaulting customer is responsible for bearing whatever cost is associated with non-compliance (e.g., settling the road safety commission for not using a seatbelt).

NO-SHOW 

A "no-show" refers to a situation where a passenger fails to appear for a scheduled road transport service provided by the company without prior notification, rescheduling, or cancellation.

The company reserves the right to cancel the booking and may refuse any refund or compensation for customers who are marked as no-shows.

REFUND POLICY 

Our Company has a no-refund policy for all tickets from any of its sales channels. 

Customers who miss their trips due to late arrival or absence will not receive a refund and will not be allowed to reschedule the affected missed trips.

AMENDMENTS TO TERMS AND CONDITIONS

The Company reserves the right to modify or update these Terms and Conditions at any time, without prior notice to the Customer.

Any modifications or updates to the Terms and Conditions will be effective upon posting on the Company's website or other communication channels.

By utilizing the services of the Company, the Customer acknowledges and agrees to comply with these Terms and Conditions.

***This document is subject to periodic review. Last reviewed – 18th July 2023