Conditions of Carriage

The attention of passengers is drawn to the following conditions of carriage which apply to the services operated by us (Universitybus Ltd trading as Uno, Gypsy Moth Avenue, Hatfield, AL10 9BS, hereby known as- “Uno”).  These terms and conditions are not applicable for any routes operated for or on behalf of Transport for London (TfL). In particular, your attention is drawn to the following:

  • Our priority is to ensure the safety and comfort of our customers and staff. Please show full consideration for the safety and comfort of others; follow any instructions given to you by our staff and observe all notices in our buses.
  • You must have a valid ticket or pass for your journey; and you must present this to any member of our staff when requested. Failure to do so will result in the imposition of a "Standard Fare" of £20. You may also face prosecution.
  • Our staff have the right to work without fear of assault or intimidation. We will prosecute anybody who does not respect this right.
  • Your journey is subject to these Conditions of Carriage. These set out your rights and obligations as a customer.

1. Tickets
1.1 Passengers, on paying the correct fare, will be issued a ticket, pass, warrant, magnetic card or smart card or M-ticket showing the amount they have paid and the period of validity of such a ticket, pass, warrant, magnetic card or smart card.
1.2  The acceptance by a passenger of a ticket, pass, warrant, magnetic card or smart card or M-ticket issued by us or our agents in exchange for the payment of any applicable fare shall be held to constitute a contract between you and us on the terms of these Conditions of Carriage.
1.3 Where an ENCTS concessionary pass has been issued to you, a contract has been entered into between us and the issuing authority for your benefit pursuant to these Conditions of Carriage.  Valid ENCTS passes are acceptable for travel and must be presented to the ticket machine reader or driver for inspection.
1.4 On issuing a ticket to you it is important that you check the details contained in the ticket are correct immediately on receipt including the fare paid, the date of travel, the destination recorded as well as any monetary change given to you. In the event of any discrepancy it is important that you bring this to the attention of the ticket issuer immediately as we cannot rectify any errors made at a later date.
1.5 Drivers will make suitable effort to return any change due.  Customers are strongly advised to tender the correct money for the ticket required. Tickets can be purchased through the Uno buses mobile app or make use of the contactless payment facility onboard our buses.
1.6 It is the duty of every passenger to retain their ticket until the journey for which the ticket was issued has been concluded and to allow any company official of Uno to inspect your ticket or pass at any time during your journey.
1.7 Where ordinary return tickets are offered, they are normally available between the same stage points as the related single fare. A return ticket may be used over the whole or part of the route for which it was originally issued but is not valid for two single journeys in the same direction of travel. Return tickets will only be issued from the boarding stage of the outward journey.
1.8 No single or return ticket issued by us guarantees travel on any particular vehicle or at any particular time and no accommodation is reserved on any of our vehicles at the time of paying your fare.
1.9 We operate our vehicles on a first come first served basis and shall have no liability to you whatsoever if you cannot travel due to the fact that the vehicle you did intend to travel on is already full to capacity.
1.10 Unless otherwise indicated, return tickets issued on the bus are “day returns” valid only for a single return journey on the date of issue up to and including the last timetabled journey.
1.11 No passenger shall attempt to use any ticket, pass, warrant, magnetic card or smart card or M-ticket issued by us or our subsidiaries or agents which has been:
(a) altered or defaced;
(b) issued to another person unless such ticket bears thereon an indication that it is transferable;
(c) issued for a different journey or on a different date and/or time;
(d) has expired; or
(e) is illegible.
1.12 No refund will be made for lost, stolen or defaced return tickets. It is the responsibility of the passenger to ensure that the return portion of the ticket is valid on the vehicle that they intend to use.
1.13 Passengers should be aware that it is a criminal offence to use altered or counterfeit tickets with the intention of deceiving employees of Uno. Where we suspect such deception is intended or has taken place then we shall have no hesitation in informing the police and seeking the prosecution of any offence.
1.14 Period tickets are valid until the last timetabled journey on the last day of validity – for example a 1 day ticket is valid for the rest of the day of purchase, and 7 day tickets are valid until the end of the 7th day after purchase (or after validation for M-tickets).
2. Payment of Fares
2.1  Where a child fare or age dependant concessionary ticket is requested, we reserve the right to request proof of age if we have reasonable grounds to raise issue with the age of the passenger. Where such information is not supplied we may at our sole discretion seek payment of the full ADULT FARE and subsequent proof of age will not entitle any individual to a refund of the difference between the child fare and adult fare.
2.2  Passengers boarding a bus at an intermediate point in which no set fare has been fixed will be charged the relevant fare rate from the previous fare stage.
2.3  Passengers requesting a ticket to an intermediate point in which no fare has been fixed will be charged to the fare stage beyond.
2.4 We will make reasonable endeavours to bring to your attention general information indicating changes to our fare table in advance on our website, social media channels and on our buses. However individual fare changes may be subject to alteration without notice.
2.5  Passengers travelling in areas where zonal fares apply will pay the appropriate fare for the number of zones travelled in or through.
2.6  Able bodied adult passengers unable to tender their fare, or provide a valid ticket, pass, warrant, magnetic card, M-ticket or smart card, will not be carried, but in the interest of safety and public relations children, elderly, disabled and other potentially vulnerable persons will not be left stranded when they have no means of payment for their fares.
2.7  In the event that you cannot for whatever reason produce a valid ticket, pass, warrant, magnetic card, M-ticket, or smart card, pass or permit for inspection on demand whilst travelling on any of our vehicles, you will be required to pay a standard fare of £20. This sum is payable on demand by an inspector or other company official.
2.8  Should you not be in a position to pay the standard fare on demand you must provide us with your name and address and evidence of your identity so that we may correspond with you regarding payment of the fare as well as any other costs (including legal costs and expenses) we reasonably incur in collecting payment from you. Failure to pay the standard fare requested may lead to court proceedings & recovery as a civil debt.
2.9  You will not be entitled to repayment of the standard fare if you later are able to produce a valid ticket for the journey in question.
3. Maintenance of Service / Limitation of Liability
3.1  We aim to provide a safe and reliable service. However, we occasionally cannot run our advertised services because of factors which are outside our control, such as adverse weather conditions or unpredictable delays caused by traffic congestion, road works or diversions.
3.2  In the event of the cancellation or withdrawal or delay or termination of any service or in the event of the service being otherwise unavailable to you due to the service being fully occupied or otherwise, we shall not be liable for any losses damage costs or inconvenience that you suffer as a result.
3.3  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.
4. Children’s Fares
4.1  Children under five years of age, if not occupying a seat required by a fare paying passenger or pass holder, are carried free of charge, provided they are in the care of a fare paying or pass holding passenger, otherwise the appropriate child fare will be charged.
4.2  Discounts for older children- Subject to section 2.1, a reduction on the rate charged for older children is available in most areas, and on most services. The exact nature of these is advertised locally, and the amount of discount varies.  Details are shown on fare tables.
5. Fare Tables
5.1  Fare tables are available for reference at depot offices or by consulting with any driver or conductor employed by us.
6. Break of Journey
6.1 Passengers paying a single fare or a day return fare are not permitted to break their journeys without payment of a further fare unless a transfer from one bus to another is arranged by the Company.
6.2  Passengers must pay the correct fare for any through journey made. They must not pay two single fares. If a passenger wishes to extend a journey made with any pass season ticket or permit, beyond its zone of validity, they must pay the single fare from the boundary to their destination, and state their intention to extend their journey on boarding the bus.
7. Stopping Places
7.1 In most built up areas, vehicles operating local bus services (except where otherwise notified) will stop to pick up or set down passengers only at recognised stopping places which are normally identified by a “Bus Stop” sign.
7.2  Passengers wishing to board a bus should give a clear signal to the driver in good time.
7.3  Passengers wishing to alight should notify the driver by ringing the bell once well before reaching the required stopping place. Passengers should then remain seated until the bus has stopped.
7.4 Passengers must not attempt to board or alight while the bus is in motion. Except in an emergency, passengers must not speak to the driver while the bus is in motion and must not obstruct the driver’s vision or do anything else to distract the attention of the driver.
8.  Application of Conditions
8.1 These Conditions or Carriage apply to all passengers holding single, return, seasonal, or any other or special tickets which may be issued from time to time by Uno.

9.  Concessionary Fare Schemes
9.1 We accept the conditions of the ENCTS concessionary travel passes as specified by the local authority where we operate, also as detailed in the Company’s fare charts.
10.  Accompanied Luggage
10.1  Passengers’ accompanied personal hand luggage is carried free of charge. Such luggage is accepted for carriage only at owner’s risk and the Company will not be responsible for the loss, wrong delivery or detention of, or for any delay or damage to, any luggage so accepted, unless caused by the negligence of the Company, its employees or agents.
10.2 We reserve the right to refuse any unsuitable or awkward packages or an excessive amount or personal hand luggage or to charge at our discretion an additional adult fare where such luggage reduces the availability of accommodation to other passengers. 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.
10.3 Prams will not be carried. Pushchairs may be carried at the discretion of the driver but must be prepared to fold away to allow wheelchair users to travel as described in Section 13 below.
10.4  Electric scooters (or e-scooters) are not permitted to be brought on board (see section 13 for mobility scooters)
10.5  Folding bicycles can be carried on our buses when there is space, and providing they are clean or in a suitable bag or box. Folding bicycles are carried at the owner’s risk. Please store them in the luggage rack (when available) or hold on to them securely. Non-folding bicycles may not be carried on our buses.
11.  Left Luggage
11.1 There is no left luggage facility at any of our premises.

12.  Safety
12.1  No passenger is permitted to ride on the platform, steps or staircases, or stand on the top deck or a double-deck bus or to lean out of windows.
12.2  In the interest of safety and protection of other passengers, the driver or conductor may refuse to carry an intending passenger if:
(a) they are considered to be under the influence of alcohol or drugs;
(b) they are violent to other passengers or to any of our employees or officials;
(c) they are accompanied by a dog which is considered to be potentially dangerous; and
(d) there is not sufficient accommodation on a particular vehicle in order that we can ensure that we can comply with any authorised capacity limitations for that vehicle.
12.3  Permitted standing passengers must hold onto the pole or strap provided, whilst the bus is in motion.
12.4  In the event that you suffer an injury whilst travelling on one of our vehicles you must inform us as soon as possible.
12.5  Items that may cause damage to person or property are prohibited on our buses at the driver's discretion. Anyone travelling with items which are "bulky or cumbersome, might be annoying to anyone on the vehicle, might cause injury or danger to anyone on the vehicle or might damage the vehicle or the property of someone on the vehicle" (Public Service Vehicle Regulations) must comply with the directions of the driver in respect of where on the vehicle the item is carried, and if required must remove the item from the vehicle. Prohibited items include, but are not limited to, tins of paint, cycles, cans of fuel.
12.6  The carriage of small canisters of oxygen is permitted for those passengers who are medically dependent on oxygen.
13.  Vehicle Accessibility
13.1 All vehicles meet the legal requirement to have a bay which can accommodate a “standard reference wheelchair” in accordance the Equalities Act 2010 as defined in schedule 1 part 2 of the Public Service Vehicles Accessibility Regulations PSVAR 2000 and for the carriage of children in unfolded pushchairs.  
13.2  Wheelchairs should be no larger than as defined as “standard reference wheelchair”. The reference dimensions are as follows:- maximum width 700mm, maximum length 1200mm, sitting height 1350mm, footrest 150mm. Electric wheelchairs can be carried but must comply with the reference dimensions, and batteries must be covered at all times. It is the responsibility of the passenger to ensure that they adhere to the construction/weight restrictions of the specific design.  Class 2 Motorised Scooters are permitted on buses when a valid CPT Mobility Scooter Permit has been issued.
Pushchairs must be of reasonable size, capable of being folded and will be carried at the discretion of the driver.
13.4  Where required by the driver, passengers should change seat to allow others to board with a pushchair or in a wheelchair. Should a wheelchair user board the bus when children are being carried in an unfolded pushchair in the wheelchair bay, the driver will request that the pushchair is folded and the child carried on a seat or lap.  A wheelchair user has priority over the wheelchair bay. If the customer refuses to move, our drivers will ask a second time pointing out that the space is designated for a wheelchair user.
Where a customer still refuses to move to allow a wheelchair user to board, the driver is unable to force them to move and will contact the Company’s Control Room to seek guidance on what action to take next. This is most likely to be contacting the next available bus to let the driver know you will be boarding, or in some cases, booking a taxi for you (at our expense) to make your journey.
13.5  Wheelchair capacity is limited to that shown on each bus, normally 1 wheelchair at a time. We cannot guarantee that a pushchair or wheelchair will be carried on any specific service or journey.
13.6  Wheelchair users should get on and off the bus facing forwards. The rear of the wheelchair must be placed against the back rest and the arm (where fitted) must be placed in the correct position. Wheelchairs must not cause any obstruction to the gangway. The brake must be applied when parked in the bay. Wheelchair users must remain in their wheelchair throughout the journey and if they transfer to a seat, the wheelchair must be placed in the luggage rack.
14. Lost Property
14.1  Lost property is dealt with in accordance with the Public Service Vehicles (Lost Property) Regulations 1978, as amended by the PSV (Lost Property) (Amendment) Regulations 1981 and the Public Service Vehicles (Lost Property) (Amendment) Regulations 1995 made by the Secretary of State for Transport.
14.2  Any person who finds property accidentally left in a vehicle shall immediately hand it in the state in which he found it to the driver or conductor who shall deal with it in accordance with the regulations stated above.
14.3  If, before such property has been handed to us or our representative, it is claimed by a person who satisfies the driver or conductor that he/she is the owner of the property, it shall be returned to that person without charge, on giving his/her name and address to the driver or conductor, who shall report the facts and give the claimant’s name and address and a description of the property to us.
14.4  Property left in buses, if found by or handed to the driver or conductor, will be taken charge of by the driver or conductor and handed to us. Application for its recovery should be made to any office or garage of the Company. Under normal circumstances you will need to collect the lost property from the Uno depot at which the lost property is being stored.
14.5  Our representatives are empowered to open packages, bags or other containers to either identify the owner or ascertain the value.
14.6  Perishable goods will not be kept more than 48 hours from the time when they were found. Any property which is or becomes objectionable will be destroyed or otherwise disposed of.
14.7  Any property unclaimed within one calendar month of the date found will be disposed of in accordance with the statutory regulations.
15. Animals
15.1  If accompanying a fare-paying passenger or pass holder, dogs will be conveyed on the Company’s bus service at the drivers’ discretion and at the owner’s risk.
15.2  Assistance dogs accompanying registered disabled persons are carried free of charge on all services.
15.3  Birds in cages, dogs, cats and other small animals in cages carried in a passenger’s lap will be allowed to travel at the absolute discretion of the driver on safety grounds.  Animals are not allowed on seats.
16. General Conduct
16.1  You must at all times follow the reasonable instructions of any of our employees, officials or agents.
16.2  As a matter of courtesy to the disabled and blind passengers and parents with small children we ask you give up your seat for them when no other seating is available. Please also respect any seating reserved for such a class of passenger.
16.3  Passengers must not at any time:
  • smoke or vape including e-cigarettes or carry a lighted pipe in any part of the bus
  • act in a manner that could be deemed to disturb or offend other passengers or our employees or agents
  • leave litter on the vehicle
  • deface or damage the vehicle or any property belonging to us
  • endanger safety
  • consume alcohol
  • use or carry any non-prescribed or illegal drugs
  • engage in any criminal activity
  • play musical instruments or audio equipment
16.4  Should you fail to refrain from any activity that contravenes these terms and conditions when asked, we shall have the right to request you leave the vehicle and where we deem it necessary to contact the police. You will not be entitled to a refund of your fare in such circumstances.
16.5  In the event that you cause wilful damage to any of our vehicles we reserve the right to seek from you all reasonable costs we incur in rectifying any damage caused by you and reserve the right to report the matter to the police with a view to prosecution.
17. Customer Contact
17.1  Correspondence should be addressed to: Customer Services, Uno, Gypsy Moth Avenue, Hatfield,  AL10 9BS or emailed to We aim to respond to your complaint within 10 working days, or provide an acknowledgement if we are unable to do so. In any case we will aim to respond fully within 21 days of receipt. Complaints lodged via third parties may take longer to follow up, because of the delay in receiving information from them.
17.2  If your bus is significantly delayed or cancelled, we do not normally accept claims in cases where buses are delayed if customers were notified of the delay before you purchased your ticket and you still decide to travel. Section 3 limits our liability such that incidental costs and alternate or subsequent travel costs will not be met, and we recommend that you have appropriate travel insurance in place to cover such eventuality.
17.3  Commendations for any member of staff giving exceptional service are also welcomed.
17.4  If a customer no longer requires a season ticket, they may, under certain circumstances, be able to gain a refund on the unused part of the ticket. Each application for a refund will be considered separately, and Uno reserves the right to refuse a refund on any ticket. Any refund will be calculated by considering the price of the relevant tickets needed to cover the portion of the ticket used, and an additional administration charge of 20%. Refunds can only be made to the original ticket purchaser. Credit card charges are not refundable. Applications should be made in writing to Uno (address as shown in section 17.1); the date of postmark will be taken as the last date of validity of the ticket. Full details of our refund policy can be found here.
18. Amendments
18.1  These Conditions of Carriage may be amended by us at any time without notice. Such amendments will be available for inspection by the public at the Company’s office and will be posted on its website.
19. Privacy Policy
19.1  Use of our internet sites is governed by our website terms of use and information detailing the information we may collect about you from your use of this website is set out in our privacy & GDPR policy.
19.2   CCTV is in use on our buses.  CCTV can record images and sound for your safety, crime prevention, for insurance purposes and to ensure that our company policies and procedures are complied with.  CCTV data may be passed to the police to aid investigation of crime and or be used as evidence in criminal or civil proceedings.  CCTV footage is processed by us in accordance with the General Data Protection Regulation.
19.3    We will take all reasonable precautions to keep your personal details secure, but unless we are negligent, we will not be liable for unauthorised access to information supplied by you to us.

Gypsy Moth Avenue
AL10 9BS                    
01707 255764