Terms of Carriage

These Conditions of Carriage set out your rights and duties as a passenger on our buses. They apply to all travel on Citymapper buses, and if you don't comply with our conditions, we may refuse to allow you to travel or continue to travel. In these conditions, “we” and “us” means Citymapper Limited, and “you” means anyone riding our buses.

1. You must follow instructions given by our staff, because we want to make sure that all your journeys are safe.
2. If we fail to run any advertised bus services or if there are delays to those services, we won't compensate you for any losses you may suffer as a result.
3. We'll be dropping you off and picking you up at both official bus stops and kerbside when our drivers judge it's safe to do so.

1. You've probably noticed: our buses are free.

1. Cooperate with our staff and treat them and other passengers with respect
2. Let your driver know if any suspicious package or person is seen on or near a vehicle

1. smoke or vape
2. behave in a way that we or your fellow passengers consider to be antisocial
3. carry or drink an open container of alcohol
4. carry or consume any food or drink, which in the opinion of the driver, may make other passengers' journeys unpleasant, or which is likely to spill inside the bus

1. Our buses are monitored by CCTV cameras.
2. CCTV images are recorded for the purpose of crime prevention, detection, legal proceedings and public safety. Images of alleged offenders may be passed to the police and be used in a court of law.
3. We may also use CCTV images to track crowdedness on a bus to improve customer experience.

1. We may use your personal information for customer service and administration, providing you with travel-related information, customer research, and fraud prevention.
2. In certain circumstances, we may also share your personal information with the police and other law enforcement agencies to prevent or detect crime.

1. Although we don't exclude or limit in any way our liability to you where it would be unlawful to do so, such as liability for death or personal injury caused by our negligence, we won't compensate you for any other losses as a result of your riding our bus.

1. For safety reasons, and for the comfort of other passengers, we have to control what you can bring with you onto our buses.
2. If you have luggage or a folding buggy, a shopping trolley or folding cycle, don't put it on the seats or allow it to block gangways, stairs, lifts or passages. Unfolded cycles are not permitted and folding cycles may only be carried in the designated luggage area.
3. Staff can refuse permission for you to take any item onto our services.
4. Please keep your luggage and possessions with you at all times. Unattended property is a security risk and can cause unnecessary delays to services. It will be removed by our staff, and may be destroyed by the police. We have the right to prevent you from bringing anything onto buses if we believe it may create a security risk.

1. All of our buses are accessible for passengers using the following mobility aids:
2. wheelchairs up to a width of 70cm and up to a length of 120cm unfolded which are within the weight limit shown on the ramp or beside the doorway**.**
3. mobility scooters up to a width of 60cm and up to a length of 100cm and with a maximum turning radius of 120cm which are within the weight limit shown on the ramp or beside the doorway.
4. wheeled mobility walkers up to a width of 60cm and up to a length of 100cm and with a maximum turning radius of 120cm.
5. Right to refuse travel. We reserve the right to refuse travel at any time if:
   1. the bus driver considers that your mobility aid exceeds the dimensions set out above and the weight limit set out on ramp or beside the doorway
   2. the wheelchair space is already occupied by a wheelchair user
   3. the driver considers that the bus is so crowded that there's no room for you to travel safely with your mobility aid, or
   4. the driver considers that it is unsafe for you to travel on the bus with your mobility aid.
   5. You will only be refused entry when it's absolutely necessary, but no-one already travelling will be asked to get off the bus. The driver will tell you if it's unsafe for you to travel on a particular bus with your mobility aid.

1. You can bring an assistance dog or any other dog or inoffensive animal, unless there's a good reason for us to refuse it (such as if the animal seems dangerous or unsanitary). You must keep it under control on a lead or in a suitable container, and must not allow it on a seat. Staff aren't allowed to take charge of any animal.

1. If you find any lost property on our bus services, please tell a member of staff immediately.
2. If you lose something on our bus, you can go to citymapper.com/smartbus/contact.

1. If you have a problem with your journey and our staff can't resolve it on the spot, or if you have any comments about the running of our services, you can contact our Customer Services Team at citymapper.com/smartbus/contact by filling in a feedback form.