Terms of service

Last updated: 16 October 2026

This is a draft prepared for Saint Hill Shuttle Service. It should be reviewed by the operator (and ideally a professional adviser) before it is relied on.

These terms apply when you book or travel with Saint Hill Shuttle Service ("we", "us") using the Saint Hill Shuttle app. By creating an account you agree to them.

Your account

• You need an account with your real name to book. The name on your account is the name on our passenger record, which we are required to keep under our licence.
• Keep your password private. Bookings made from your account are your responsibility.
• One account per person. We may close accounts that are misused.

Booking and paying

• A seat is only booked once payment has gone through. Until then no seat is held for you.
• A single ticket costs £3 and covers one seat for one journey, from the boarding stop to the destination stop you choose.
• Payments are taken through PayPal using the PayPal account you saved in the app. Prices include VAT where it applies.
• Each departure has a fixed number of seats. When it is full, the app shows it as full.
• Please be at your stop a few minutes before the time shown in the app. The bus cannot wait for late passengers.

Cancelling a booking

• You can cancel a booking in the app. If you cancel at least 2 hours before the departure time, you receive a full refund to the PayPal account you paid with. Refunds normally arrive within a few working days.
• If you cancel less than 2 hours before departure, or do not turn up, there is no refund.
• Bookings paid with a 30-day pass can be cancelled at any time without charge. Please do cancel if you are not coming, so the seat is free for someone else.

If we cancel or change a departure

• A departure needs at least 2 bookings to run. If there are fewer, we may cancel it. We will tell you through the app as early as we can, and refund your ticket in full.
• We may also cancel or re-time a departure because of weather, road closures, vehicle problems or events at Saint Hill. If we cancel, you get a full refund. If we change the time and the new time does not suit you, you can cancel for a full refund.
• We are not responsible for any other cost caused by a cancelled or delayed departure, such as a missed connection.

30-day pass

• A pass costs £130 and gives unlimited rides for 30 consecutive days, starting on the day you buy it (or, if you already have a pass, the day after it ends).
• Pass holders still book each seat in the app, at no charge, so the driver knows who is travelling.
• A pass is personal and cannot be shared or transferred. It is not refundable once it has started, except where the law requires.

On board

• Please wear your seat belt, follow the driver's reasonable instructions, and treat other passengers with respect.
• We may refuse to carry anyone who is abusive, under the influence, or who puts others at risk, without a refund.
• Children under 14 must travel with an adult.

Liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for anything else that cannot be limited by law. Otherwise our liability to you is limited to the amount you paid for the booking concerned.

Changes to these terms

We may update these terms from time to time. The date at the top shows the current version. Important changes will be announced in the app.

Contact

Saint Hill Shuttle Service, Saint Hill Manor, East Grinstead, West Sussex, United Kingdom. WhatsApp 07488 999510.