Buslane

Terms & Conditions

Last updated: June 7, 2026

Customer Agreement

This Customer Agreement (this "Agreement") sets forth the terms and conditions for your use, as a Customer (as defined below), for bus transportation services facilitated through Buslane, a Washington Corporation ("Buslane"), at www.Buslane.com.

1. Performance and Customer Conduct

  • Customer shall follow all instructions provided by Operator and its Drivers;
  • Customer shall not interfere with Operator's or its Drivers' performance of the Services;
  • Customer shall not harass or disparage Operator or its Drivers or cause any other nuisance, disturbance, or annoyance;
  • Customer must leave all vehicles in a clean condition and shall not cause any property damage; and
  • Customer shall not engage in any unlawful activities.

Customer may be charged additional fees if Customer causes damage to a vehicle or property (including unreasonable litter or debris) that requires repair or cleaning. The amount of such fee shall be determined, at Buslane's sole discretion, based on the type of damage and the severity. Examples of certain violations and the minimum fee to be charged therefore are set forth on Schedule B attached hereto, as amended from time to time.

Operator's Right to Suspend or Terminate Service. Operator reserves the right to suspend or terminate service at any time if, in Operator's sole judgment, the safety, legality, or operation of the trip is compromised by the conduct of Customer or its passengers. This includes but is not limited to disruptive behavior, possession of prohibited items, or violation of any term of this Agreement. In such cases, no refund of the Charter Amount shall be due, and Customer shall remain responsible for all fees incurred.

2. Reservations, Quotes, and Pricing

(a) Reservations. A quote provided by Buslane or an Operator does not constitute a confirmed reservation. A reservation is confirmed only upon: (i) Customer's execution of this Agreement, and (ii) receipt of the applicable Booking Fee. Buslane reserves the right to withdraw a quote at any time prior to reservation confirmation.

(b) Pricing and Rate Changes. Quoted pricing is subject to change until a reservation is confirmed in accordance with Section 2(a). Once a reservation is confirmed, the Charter Amount is locked, except as modified by changes in the scope of service including but not limited to trip duration, mileage, vehicle count, pickup or drop-off locations, wait time, or itinerary adjustments, which may result in additional charges.

3. Fees, Disputes, and Cancellations

(a) The total monetary value of each Service trip (including extras, such as bottled water, meet and greet service, etc.) facilitated on the Platform is referred to herein as the "Charter Amount." Buslane's booking engine charges a five percent (5%) non-refundable booking fee ("Booking Fee") on the Charter Amount. The Customer shall pay the applicable charges as follows:

  • One hundred percent (100%) of the Booking Fee will be collected 24 hours after the Operator accepts the booking.
  • One hundred percent (100%) of the Charter Amount including gratuity will be collected 30 days prior to the departure date.

(b) Late or Missed Payments. If Customer fails to remit payment by the applicable due date, Buslane reserves the right to (i) suspend or cancel the reservation, (ii) retain any previously collected deposits or fees, and (iii) pursue collection of amounts owed. Accepted payment methods will be specified at the time of booking. Customer is responsible for ensuring a valid payment method is on file at all times.

(c) Customer has three (3) days from the date of Operator's completion of the Service (the "Dispute Period") to file a dispute notice or refund request with Buslane, including but not limited to compensation under Schedule A.

(d) Customer may cancel the Services to be provided by an Operator as follows:

  • If Customer cancels the Services within twenty-four (24) hours after receiving booking confirmation, Customer will be entitled to a refund of one hundred percent (100%) of the Charter Amount including the booking fee.
  • If Customer cancels the Services after twenty-four (24) hours of receiving booking confirmation but more than thirty (30) days prior to the departure date, Customer will receive a one hundred percent (100%) refund of the Charter Amount minus the Booking Fee.
  • If Customer cancels the Services between twenty-nine (29) days and fifteen (15) days prior to the departure date, Customer will be subject to a cancellation fee ("Cancellation Fee") equal to fifty percent (50%) of the Charter Amount.
  • If Customer cancels the Services fourteen (14) days or less prior to the departure date, the Customer will be charged a Cancellation Fee equal to one hundred percent (100%) of the Charter Amount.

(e) Force Majeure. Neither Buslane nor Operator shall be liable for delays, cancellations, or failure to perform Services resulting from circumstances beyond their reasonable control, including but not limited to acts of God, severe weather, natural disasters, government actions, civil unrest, pandemics, or other events of force majeure. In such circumstances, Buslane will work with Customer and Operator in good faith to reschedule service. Cancellation Fees may be waived or modified at Buslane's discretion where force majeure is documented and verified.

(f) All Service trips are subject to a final accounting audit and reconciliation. The post-trip billing will reconcile the actual mileage and hours of service versus the original contracted amount(s). Buslane extends a fifteen (15) minute grace period from the contracted booking end time. All additional time beyond the 15-minute grace period will be pro-rated at $250.00 per hour in 15-minute intervals. Any additional payments for overages will be processed after the completion of the trip via Customer's preferred payment method on file.

(g) Additional fees may be applicable to Customer's trip, such as airport and parking fees, bridge and road tolls, park entrance fees, fuel surcharges, and similar costs. Customer is responsible for these fees, regardless as to whether such fees were anticipated in the estimated Charter Amount.

(h) Additional time due to circumstances beyond Operator's control, including weather, traffic, or similar events, are Customer's responsibility. Charges for such additional time, if applicable, will be billed on the post-trip billing at Operator's discretion.

4. Dispute Resolution and Governing Law

(a) Informal Resolution. In the event of any dispute arising out of or relating to this Agreement or the Services, the parties agree to first attempt to resolve the dispute informally by contacting Buslane's customer support team within the applicable Dispute Period.

(b) Arbitration. If the dispute cannot be resolved informally within thirty (30) days, the parties agree to resolve the dispute through binding arbitration administered in King County, Washington, in accordance with the rules of the American Arbitration Association. The arbitrator's decision shall be final and binding on both parties.

(c) Governing Law and Jurisdiction. This Agreement shall be governed by and construed in accordance with the laws of the State of Washington, without regard to its conflict of law provisions. Customer consents to the exclusive jurisdiction of the state and federal courts located in King County, Washington for any matters not subject to arbitration.

(d) Class Action Waiver. Customer agrees that any dispute resolution proceedings will be conducted on an individual basis only and not as a class or representative action.

Schedule A: Performance Requirements

On-Time Performance. If an Operator is late in arriving for a Service trip for Customer, Customer shall be entitled to the following refund from the Operator:

  • 5 to 15 minutes late = $100.00
  • $5.00 each additional minute up to the maximum value of the charter.

Mechanical Failures & Delays. If an Operator is delayed in delivering passengers to destination per agreed-to schedule due to mechanical issues for a Service trip for Customer, Customer shall be entitled to the following refund from the Operator:

  • 15 to 45 minutes late = $150.00
  • $5.00 each additional minute up to the maximum value of the charter.

In the event that Paragraph 1 and Paragraph 2 both apply to a Service trip, Operator shall pay the greater penalty under Paragraph 1 or Paragraph 2, as applicable.

Definition of Prorated Charter Amount. As used herein, "Prorated Charter Amount" means the portion of the total Charter Amount applicable to the specific vehicle(s) involved in a delay for the specific day(s) in which the delay occurs. Please see the following example for illustration purposes only:

Customer books two buses at $800.00 a piece to transfer a group from point A to point B. On the way to point B, one of the buses has a mechanical issue which delays the arrival of part of the group by 45 minutes. In this instance Customer would receive a $250.00 refund off the $800.00 price for the bus impacted by the mechanical failure.

  • Total price of charter: $800 per bus x 2 = $1,600.00
  • Less $250.00 refund
  • New total: $1,350.00

Deadline for Claims. Customer has three (3) days from the date of Operator's completion of the Service (the "Dispute Period") to file a refund request with Buslane pursuant to this Schedule A. Customer shall be deemed to have waived its rights to a refund pursuant to this Schedule A if a refund request is not filed with Buslane prior to the expiration of the Dispute Period.

Schedule B: Damage Policy

Buslane reserves the right to charge for any extraordinary interior cleaning or repair work that may be required to return vehicles to their pre-trip interior condition. The following minimum fees shall apply:

  • Smoking: $500.00
  • Vomit (interior): $300.00
  • Excess Cleaning Fee: $100.00 for the first two (2) hours; $75.00 per extra hour (e.g., major drink spills, upholstery cleaning, food, confetti clean-up, etc.).
  • TV, VCR/DVD, Stereo, Speakers, or Remote Control: repair or replacement cost of item.
  • Rips in vinyl/leather or upholstery damage: repair or replacement cost of item.
  • Windows or vehicle body damage: repair or replacement cost of item.

If cleaning or repair work results in the vehicle being removed from service, Customer will be charged a minimum fee of $750.00 per day (in addition to the fees for cleaning and repair).

Schedule C: Additional Rules and Regulations

Adverse Weather Conditions. Cancellation Fees will be waived in the event of adverse weather conditions if the charter is rescheduled within one (1) year of original booking with the selected Operator. In the event the trip is cancelled due to adverse weather conditions after Operator has left the terminal, Customer will be billed for either the minimum or actual hours incurred or miles traveled, whichever is greater.

Prohibited Substances. Smoking, drugs, and illegal items are prohibited on all vehicles. Alcohol is prohibited unless prior arrangements are made with Operator and a $50.00 advance cleaning fee is paid.

Prohibited Items. Certain items are restricted from all vehicles, including but not limited to weapons (concealed or unconcealed), illegal substances, and any items that may pose a risk to passengers, drivers, or the vehicle. Operator's refusal to transport prohibited items does not constitute a failure to provide Services, and no refund shall be due in such circumstances.

Federal Regulations. The Department of Transportation, Bureau of Motor Carrier Safety, has adopted certain regulations for the protection and safety of both Customers and Drivers. Drivers are limited to:

  • Fifteen (15) consecutive hours on duty in any one (1) day;
  • Of the fifteen (15) hours, a maximum of ten (10) hours may be actual driving hours; and
  • Upon reaching a destination and the Driver's total driving hours have been used, the Driver must have a minimum of eight (8) hours off duty before local service may be performed or to begin an extended period of driving.

Lost Items. Operator is not responsible for luggage or personal items left inside vehicles or underneath in the luggage bay.

Weapons. Weapons, whether concealed or unconcealed, are not allowed on vehicles at any time.

Luggage. Drivers are trained to handle and load luggage up to 50 lbs. Anything over 50 lbs. is Customer's responsibility. Please pack accordingly.

Idling. Buslane takes great pride in protecting our environment and aims to avoid unnecessary idling at all times. Many states and large cities have anti-idling laws that do not allow motorcoaches to idle more than three (3) minutes. The motorcoaches are only designed to idle with enough time to adequately heat up or cool down the cabin for travel. They will not idle while groups are at track meets, sporting events, etc.

This Agreement does not constitute legal advice. Buslane recommends that Customers review this Agreement carefully and consult qualified legal counsel with any questions prior to execution.

Contact Us

If you have any questions about these Terms & Conditions, you can contact us: