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Terms & Conditions

Last updated: October 17, 2026 · Previous versions: October 1, 2026, June 7, 2026

Customer Agreement

Version 2026.10.2 · Effective October 17, 2026 · Supersedes all prior versions

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 LLC, a Washington limited liability company ("Buslane"), at www.Buslane.com.

1. Definitions

"Customer" means the individual or entity that books Services through the Platform and, where the context requires, includes Customer's passengers and guests.

"Operator" means the independent, third-party motor carrier, holding all required federal and state operating authority, that provides the Services for a Service trip.

"Driver" means any person employed or engaged by an Operator to operate a vehicle in connection with the Services.

"Platform" means Buslane's website at www.Buslane.com, its booking engine, and the related applications and communications through which Services are quoted, booked, and paid for.

"Services" means the charter bus transportation services provided by an Operator to Customer and booked through the Platform.

"Service trip" means each individual booking of Services, as described in the applicable reservation confirmation.

"Departure Date" means the date of the first scheduled pickup of a Service trip.

Other capitalized terms, including "Charter Amount," "Booking Fee," "Cancellation Fee," "Dispute Period," and "Prorated Charter Amount," have the meanings given where they first appear.

2. 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 operational integrity 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.

3. 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 acceptance of this Agreement in accordance with Section 7(a), and (ii) Customer providing a valid payment method on the Platform. 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 3(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.

4. 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%) booking fee ("Booking Fee") on the Charter Amount. The Booking Fee is non-refundable except as expressly provided in Sections 4(d) and 4(i). Gratuity is not part of the Charter Amount, is remitted to Operator in full, and is refunded in full if a Service trip is cancelled. The customer shall pay the applicable charges as follows:

  • For reservations made thirty (30) or more days prior to the Departure Date, the Charter Amount, the Booking Fee, and any gratuity are charged to Customer's payment method on file thirty (30) days prior to the Departure Date.
  • For reservations made fewer than thirty (30) days prior to the Departure Date, the Charter Amount, the Booking Fee, and any gratuity are charged at booking.

By providing a payment method, Customer authorizes Buslane to charge it for all amounts due under this Agreement on the dates stated in this Section 4(a), and for any Cancellation Fee or approved additional charge owed under Sections 4(d) and 4(f).

(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) charge any Cancellation Fee owed under Section 4(d), 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. If a scheduled charge is declined, Buslane will notify Customer, and Customer will have forty-eight (48) hours to provide a valid payment method before Buslane may exercise the rights in this Section 4(b).

(c). Customer has three (3) days after the Service trip ends (the "Dispute Period") to dispute any charge or service-quality issue or to request a refund, including compensation under Schedule A. The Dispute Period does not apply to claims for personal injury, death, or property damage, or to any other claim, all of which are subject to the notice procedure in Section 6(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, and the reservation was made three (3) or more days prior to the Departure Date, Customer will be entitled to a refund of one hundred percent (100%) of any amounts paid, including the Booking Fee, and no Booking Fee or Cancellation Fee will be charged. This right takes precedence over the other cancellation terms in this Section 4(d). For reservations made fewer than three (3) days prior to the Departure Date, the remaining terms of this Section 4(d) apply from the time of booking.
  • If Customer cancels the Services thirty (30) days or more prior to the Departure Date, no Booking Fee or Cancellation Fee will be charged, and any amounts paid will be refunded in full.
  • If Customer cancels the Services fewer than thirty (30) days but more than fourteen (14) 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, and any amounts paid in excess of the Cancellation Fee and the Booking Fee will be refunded.
  • 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 the Service trip. No Cancellation Fee shall apply to a Service trip that is rescheduled with the same Operator within one (1) year of the original Departure Date. If the Service trip is not rescheduled, Customer shall receive a refund of all amounts paid for Services not performed, less (i) the Booking Fee and (ii) if Operator had already left its terminal, the greater of the minimum or actual hours incurred or miles traveled, billed at Operator's quoted rates.

(f). All Service trips are subject to a final accounting audit and reconciliation. Operator 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 Operator's quoted hourly rate for the applicable vehicle, billed in 15-minute intervals. Any additional charges arising after a Service trip, including overages under this Section 4(f), fees under Section 4(g), additional time under Section 4(h), and damage or cleaning fees under Section 2 and Schedule B, will be submitted to Customer through the Platform with supporting documentation and will be processed via Customer's payment method on file only after Customer approves them. If Customer declines a charge, Buslane will review the supporting documentation and may pursue collection of any amount it determines is owed under this Agreement.

(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 submitted to Customer for approval in accordance with Section 4(f).

(i). Operator Cancellation. If an Operator cancels a confirmed Service trip for any reason other than Customer's breach of this Agreement, Buslane will use commercially reasonable efforts to secure a replacement Operator providing a comparable vehicle at the confirmed Charter Amount. If Buslane cannot secure a replacement acceptable to Customer, Customer shall receive a refund of one hundred percent (100%) of all amounts paid for the affected Service trip, including the Booking Fee. Such replacement or refund is Customer's sole and exclusive remedy against Buslane for an Operator cancellation.

5. Platform Role; Assumption of Risk; Limitation of Liability; Indemnification

(a). Platform Role. Buslane operates the Platform as a venue that connects Customer with independent, third-party bus Operators for the Services. Buslane does not itself provide transportation services, does not own or operate any vehicle, and does not employ any Operator or Driver. Operator is an independent contractor and is solely responsible for the Services, including the selection, training, and supervision of its Drivers and the inspection, maintenance, and safe operation of its vehicles. Operator is not an agent, joint venturer, or employee of Buslane. Nothing in this Agreement, and nothing in Buslane's marketing, screening, or verification of Operators (including any display of an Operator's FMCSA safety rating or other compliance information on the Platform), shall be construed as a representation, warranty, or guarantee by Buslane regarding the safety of any Operator, Driver, or vehicle, or regarding the performance of the Services.

(b). Assumption of Risk. Customer acknowledges that travel by motor vehicle carries inherent risks. By booking Services through the Platform, Customer, on behalf of itself and its passengers, voluntarily assumes those risks to the fullest extent permitted by law.

(c). Limitation of Liability. TO THE FULLEST EXTENT PERMITTED BY LAW, BUSLANE DISCLAIMS ALL RESPONSIBILITY AND LIABILITY FOR THE ACTS, OMISSIONS, OR PERFORMANCE OF ANY OPERATOR OR ITS DRIVERS, INCLUDING BUT NOT LIMITED TO ANY CLAIM ARISING FROM OR RELATING TO AN ACCIDENT, VEHICLE DEFECT, DRIVER CONDUCT, PROPERTY DAMAGE, PERSONAL INJURY, OR DEATH. EXCEPT FOR AMOUNTS BUSLANE IS EXPRESSLY OBLIGATED TO REFUND UNDER THIS AGREEMENT, BUSLANE'S TOTAL LIABILITY TO CUSTOMER ARISING OUT OF OR RELATING TO THIS AGREEMENT OR THE SERVICES SHALL NOT EXCEED THE BOOKING FEE FOR THE APPLICABLE SERVICE TRIP. NOTHING IN THIS SECTION IS INTENDED TO LIMIT ANY CLAIM CUSTOMER MAY HAVE DIRECTLY AGAINST OPERATOR.

(d). Indemnification. Customer shall defend, indemnify, and hold Buslane harmless from and against any claims, damages, losses, and expenses (including reasonable attorneys' fees) arising out of (i) Customer's breach of this Agreement, (ii) Customer's violation of applicable law, or (iii) the acts or omissions of Customer or its passengers, except to the extent caused by Buslane's own gross negligence or willful misconduct.

6. Dispute Resolution and Governing Law

(a). Notice of Dispute; Informal Resolution. Billing disputes and Schedule A refund requests must first be submitted to Buslane within the Dispute Period under Section 4(c). For any other dispute arising out of or relating to this Agreement or the Services, and for any billing dispute or refund request not resolved through that process, the party asserting the claim must send the other party a written Notice of Dispute describing the claim, the relief sought, and the claimant's contact information before initiating arbitration or any other proceeding. Notices to Buslane shall be sent as provided in Section 7(d). For sixty (60) days after a Notice of Dispute is received, the parties shall attempt in good faith to resolve the dispute informally, which may include a telephone or video conference that Customer (and Customer's counsel, if represented) will personally attend. Any applicable statute of limitations is tolled while the parties engage in this informal resolution process.

(b). Mandatory Arbitration. If the dispute is not resolved within the sixty (60) day informal resolution period, the parties agree that it shall be resolved exclusively through final and binding arbitration administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules where Customer is an individual booking Services primarily for personal, family, or household purposes, and under its Commercial Arbitration Rules in all other cases, and not by way of a lawsuit in court. The arbitration shall be conducted in King County, Washington, unless the applicable AAA rules provide otherwise or the parties agree to proceed by video conference or written submissions. Payment of all filing, administration, and arbitrator fees shall be governed by the applicable AAA rules; where the Consumer Arbitration Rules apply, Buslane will pay all such fees in excess of the consumer's filing fee. The arbitrator's decision shall be final and binding on both parties, and judgment on the award may be entered in any court of competent jurisdiction. Notwithstanding the foregoing, either party may (i) bring an individual claim in small claims court in King County, Washington, or in Customer's county of residence, if the claim qualifies, and (ii) seek temporary injunctive relief in court pending arbitration.

(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. The arbitrator may not consolidate the claims of more than one person or preside over any form of class or representative proceeding, except that Buslane may join the Operator for the applicable Service trip as a party to any arbitration between Customer and Buslane. If this Section 6(d) is found unenforceable as to any claim, the agreement to arbitrate in Section 6(b) shall not apply to that claim, and that claim shall proceed exclusively in the state or federal courts located in King County, Washington.

7. General Provisions

(a). Acceptance; Electronic Signature. Customer accepts this Agreement by signing it or by clicking to accept it on the Platform. Electronic acceptance and electronic signatures have the same force and effect as handwritten signatures. Any individual accepting this Agreement on behalf of an organization represents that he or she is authorized to bind that organization.

(b). Entire Agreement. This Agreement, including Schedules A, B, and C and the reservation confirmation for each Service trip, is the entire agreement between Customer and Buslane regarding the Services and supersedes all prior quotes, proposals, and communications on that subject. This Agreement does not govern services Buslane provides directly under a separate Managed Transportation Services Agreement, which is governed by its own terms. Where Customer and Buslane have signed a separate written agreement covering payment terms or other matters, that agreement controls to the extent it conflicts with this Agreement.

(c). Amendments. Buslane may update this Agreement or its Schedules from time to time by posting the updated version on the Platform. The version in effect when a reservation is confirmed governs that Service trip unless Customer and Buslane agree otherwise in writing.

(d). Notices. Notices to Buslane shall be sent in writing to Buslane LLC, 300 Lenora St #554, Seattle, WA 98121, Attn: Legal, or by email to hello@buslane.com. Notices to Customer may be sent to the email or mailing address Customer provided at booking. Notices are effective upon receipt.

(e). Assignment. Customer may not assign or transfer this Agreement without Buslane's prior written consent. Buslane may assign this Agreement to an affiliate or in connection with a merger, acquisition, or sale of all or substantially all of its assets.

(f). Severability. If any provision of this Agreement is held invalid or unenforceable, that provision shall be enforced to the maximum extent permissible and the remaining provisions shall remain in full force and effect, except as provided in Section 6(d).

(g). No Waiver. A party's failure to enforce any provision of this Agreement is not a waiver of its right to do so later.

(h). Survival. Sections 2, 4, 5, 6, and 7 and Schedules A and B survive the completion or cancellation of any Service trip and any termination of this Agreement.

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
  • 16 to 30 minutes late = $250.00
  • 31 to 60 minutes late = $500.00
  • 61 to 90 minutes late = the greater of $500.00 or fifty percent (50%) of the Prorated Charter Amount
  • 91 minutes or more late = one hundred percent (100%) of the Prorated Charter Amount

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 30 minutes late = $150.00
  • 31 to 60 minutes late = $300.00
  • 61 to 90 minutes late = fifty percent (50%) of the Prorated Charter Amount
  • 91 minutes or more late = one hundred percent (100%) of the Prorated Charter Amount

In the event that both the On-Time Performance and the Mechanical Failures & Delays provisions apply to a Service trip, Operator shall pay the greater of the two refunds, but not both. No refund under this Schedule A shall exceed the Prorated Charter Amount.

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 $300.00 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 $300.00 refund
  • New total: $1,300.00

Deadline for Claims. Customer must file any refund request under this Schedule A with Buslane within the Dispute Period defined in Section 4(c) (three (3) days after the Service trip ends). 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, Monitor, DVD Player, 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. Adverse weather conditions are treated as force majeure under Section 4(e), including the rescheduling, Cancellation Fee waiver, and billing terms stated there.

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 U.S. Department of Transportation, Federal Motor Carrier Safety Administration (FMCSA), 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 will generally load luggage weighing up to 50 lbs. per piece. Anything over 50 lbs. is Customer's responsibility. Please pack accordingly.

Idling. Operators are expected to avoid unnecessary idling. Many states and large cities have anti-idling laws that do not allow motorcoaches to idle more than three (3) minutes. Vehicles will idle only as needed to heat or cool the cabin before travel and 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: