The terms and conditions that apply to all Imperial Lane travel and tickets.
Date: 09/21/2023
Transportation services are provided by operators, including Imperial Lane Lines PTY LTD and its affiliates (collectively “Imperial Lane”). These Terms & Conditions of Travel apply to all purchases and travel provided by Imperial Lane.
When you buy a ticket from Imperial Lane you enter a contract with Imperial Lane for that purchase and you agree to be bound by its terms. The terms of your contract are set forth in: (i) your ticket, and (ii) these Terms & Conditions of Travel (“Terms”).
Trips marketed and sold by Imperial Lane, and its affiliates are operated by Imperial Lane and associates.
In cases of conflict between affiliates and these Terms and the terms and conditions related to a ticket purchase, these Terms shall prevail.
Imperial Lane will not refuse to provide transportation based upon race, colour, national origin, religion, sex, or ancestry.
Imperial Lane may amend these Terms at any time, except as prohibited by law. Your purchases and travel are governed by the Terms in effect on the date you purchased your ticket and on the date of travel. Imperial Lane reserves the right to apply Terms retroactively where reasonably necessary for operational reasons and where the change in the Terms does not have a material negative impact on you.
No Imperial Lane or their representatives, including employees and ticketing agents, have the authority to waive, modify or alter any provision of these Terms unless authorized in writing by an Imperial Lane corporate officer or an authorized designee.
The purchaser of the ticket and the passenger is responsible for ensuring that the ticket accurately states the passenger’s first and last name and travel information. Presentation of a ticket for transportation by someone other than the passenger named on the ticket renders the ticket void and may be confiscated.
Tickets are valid for travel only when used in accordance with these Terms. Passengers who are found to be traveling without a valid ticket may be required to pay a fee.
Where a ticket is invalidated as the result of the passenger’s non-compliance with any of these Terms, Imperial Lane may:
Children 2 or older: All children 2 years of age or older must have a ticket.
Children under the age of 2: a child under the age of 2 can sit on an adult’s lap instead of using a seat, and in this case, may travel for free without a ticket. See Children & Minors section for additional details.
Documentation to Board the Bus
Each passenger must present a valid printed or electronic ticket to board the bus. This entitles the passenger to transportation only between points of origin and destination via the ticketed schedule on the date and time reserved.
During boarding, Imperial Lane or bus station personnel may ask passengers that are 16 years of age or older must also present a valid Government-issued photo ID (such as a current Driver’s License for ID for local travel, or valid Passport and applicable visa for international travel provided it contains).
It is the passenger’s sole responsibility to have all necessary documents and neither Imperial Lane nor the Bus Operator shall be responsible for any costs of damages for failure to do so, including any return transportation.
Except as required by applicable law or stated specifically herein, all fares are non-refundable.
Fares are valid ONLY for the schedule, date, time, origin and destination for which quoted. Discount fares are subject to date, time and schedule restrictions. Fares may be subject to additional charges including taxes, fees and Bus Operator price differences. Departure dates and times may be changed by customers for a fee provided that advance purchase requirements are not violated (including holiday blackout restrictions) and all transactions and travel are completed within a year of the original purchase date. Web fares may change. Peak and holiday travel blackouts may apply.
Imperial Lane may offer special fares from time to time. Special fares are subject to availability. If the quoted fare price is no longer available at the time of final booking, the current price will be displayed as an option.
Imperial Lane will exercise reasonable efforts to ensure that all published fares are accurate and available for sale; however, Imperial Lane does not offer or intend to offer tickets for a zero fare or that are erroneous or reasonably apparent as erroneous. If an erroneous fare is inadvertently published for sale and a ticket is issued at the erroneous fare before it has been corrected, Imperial Lane reserves the right to cancel the ticket and refund all amounts paid by the purchaser or, at the purchaser’s option, to reissue the ticket for the correct fare.
Imperial Lane prohibits duplicate, impossible, or fictitious bookings, including but not limited to multiple conflicting itineraries for the same passenger. Imperial Lane reserves the right to cancel any such booking. Imperial Lane is not required to provide refunds in such instances.
Involuntary Cancellations: An Involuntary Cancellation is any cancellation made by Imperial Lane. Imperial Lane may cancel ticket reservations of any customer whenever such action is necessary or advisable by reason of weather or other conditions beyond their control. Imperial Lane may also cancel ticket reservations as reasonably required by their operations, including safety issues, in their sole discretion.
In cases of Involuntary Cancelations of ticket reservations, Imperial Lane will offer affected customers either the option to reschedule their trip at no cost or to request a refund. For details regarding refunds, please refer to the Refunds section of these Terms. Any costs for alternative carriage purchased by a customer through a company other than Imperial Lane or Imperial Lane are incurred at the customer’s sole expense. Imperial Lane is never obligated to reimburse for such costs.
Voluntary Cancellations: A Voluntary Cancellation is any cancellation by a customer (“Voluntary Cancelation”). Voluntary Cancelations can be made by customers up until 15 minutes before the scheduled departure time of the bus.
Customers can only cancel tickets online or at physical ticket point of sale locations (like a bus terminal, a physical ticket office). Neither bus drivers nor Customer Service representatives can cancel a ticket reservation on behalf of customers. Voluntary Cancellations are subject to Imperial Lane’s Cancellation Policy.
In cases of Voluntary Cancellations, Imperial Lane may offer a full or partial refund in the form of a voucher, the amount of which depends on how far in advance the ticket reservation is cancelled. For details regarding refunds, please refer to the Refunds section of these Terms.
Rescheduling Ticket Reservations: Customers can reschedule but must do so no later than 15 minutes prior to the scheduled departure time of the trip. Customers can only reschedule online or at physical ticket point of sale locations (like a bus terminal, a physical ticket office, a ticket kiosk, etc.). Neither bus drivers nor Customer Service representatives can modify ticket reservations on behalf of customers.
When a customer reschedules a ticket reservation, the Imperial Lane system used to book tickets must first cancel the customer’s original ticket reservation in order to book a new ticket for the customer. As such, Imperial Lane’s Cancellation Policy applies to the customer’s rescheduling of ticket reservations. This means that when rescheduling the customer will receive a full or partial refund of the ticket price paid for the cancelled ticket reservation, the value of which will then be applied towards the customer’s new ticket reservation. The amount and calculation of the refunded amount that will be applied towards the customer’s new ticket reservation will vary according to certain time-oriented variables, as described on the Cancellation Policy page. If the price of the new ticket reservation is more than the value of the refunded amount, the price difference must be paid by the customer.
Unused Tickets: If a customer does not cancel or reschedule a trip 15 minutes prior to the scheduled departure time and does not take the trip, all fares and fees for the ticket are forfeited in full.
In cases of Voluntary Cancellations or when a customer reschedules a ticket reservation, Service Fees and any applicable credit card processing fees will not be refunded.
Customers who use staff-operated sales offices (e.g., tickets purchased from sales agencies, ticket outlets, and customer service) to process a Voluntary Cancellation or to reschedule a trip may be charged an additional Service Fee.
In cases of Involuntary Cancellations, no Service Fee will be charged.
Any passengers who are refused transport or removed from a bus because of their failure to comply with any of these Terms, shall not be entitled to any refund, substitute or return transportation, or any other form of compensation. For information regarding the different types of cancellations referenced below, see the Cancelling and Rescheduling Reservations section.
Involuntary Refunds
If a refund is required because of an Involuntary Cancellation, the customer will receive a refund for the full amount of the ticket fare(s), including any fees paid (an “Involuntary Refund”).
Voluntary Refunds
For refunds requested in cases of a Voluntary Cancellation by a customer (a “Voluntary Refund”), a full or partial refund in the form of a voucher will be issued to the customer (a “Cancellation Voucher”) less any applicable Service Fees and/or credit card processing fees. No other form of refund will be issued. The amount and calculation of the value of the Cancellation Voucher issued as a refund for a Voluntary Cancellation will vary according to certain time-oriented variables, as described on the Cancellation Policy page.
For refunds requested in cases of a departure delay greater than 120 minutes or a schedule change that results in a change to the expected departure of greater than 120 minutes, a Cancellation Voucher will be issued to the customer in the full amount of the ticket fare(s) including any Service Fees paid. No other form of refund will be issued.
Passengers shall not engage in any conduct that would authorize Imperial Lane to refuse transport under this Section (“Prohibited Conduct”). Imperial Lane may refuse to transport any passenger or may remove any passenger from a bus when refusal to transport or removal of the passenger is reasonably necessary in Imperial Lane for the passenger’s comfort or safety, for the comfort or safety of other passengers or Imperial Lane employees, or for the prevention of damage to the property of Imperial Lane or its passengers or employees. By way of example, and without limitation, Imperial Lane and Bus Operators may refuse to transport or may remove passengers from a bus in any of the following situations:
Any passengers who are refused transport or removed from a bus because of any of the above situations are not entitled to any refund, compensation, or substitute or return transportation of any kind.
Passengers who engage in any Prohibited Conduct shall be liable for any resulting direct or indirect harm and/or damage caused to himself/herself, the driver, the bus crew, or other passengers or to Imperial Lane’s bus and/or property, or the property of other passengers.
Imperial Lane will exercise reasonable efforts to transport passengers and their baggage from origin to destination according to the schedule; however, published schedules, departure and arrival dates, departure and arrival times, bus types, and similar details reflected on the ticket or in the published trip schedules are not guaranteed and are subject to change. Imperial Lane may substitute alternate Bus Operators or buses, use rented buses and/or drivers, change schedules, delay, or cancel trips, and alter or omit stops shown on the ticket as required by operations, safety and in the sole discretion of Imperial Lane. Imperial Lane and Bus Operators’ sole liability in the event of such changes is set forth in the Refunds section of these Terms.
In cases where a bus becomes unserviceable during the trip, Imperial Lane and/or Bus Operators will exercise reasonable commercial efforts to provide affected passengers with a substitute bus or transport to a suitable waiting point from where the passengers’ trip can be continued.
Imperial Lane and Bus Operators are not responsible or liable for any cancellations, delays, changing the schedule of any bus trip, changing buses or bus types, revising the routings by which Bus Operators carry passengers from the ticketed origin to destination, or for failing to run any bus trip according to schedule. Imperial Lane and Bus Operators are additionally not responsible or liable for any additional costs, expenses, harms, losses or damages incurred by passengers that are directly or indirectly caused by any cancellations, delays, changing the schedule of any bus trip, changing buses or bus types, revising the routings by which Bus Operators carry passengers from the ticketed origin to destination, or for failing to run any bus trip according to schedule.
Imperial Lane will attempt to timely alert passengers of delays, cancellations and the like, as soon as possible. However, this may not be possible as some Bus Operators may not have the technical capability to timely notify Imperial Lane of such events and thus, Imperial Lane is not able to alert customers.
Customers are required to be at the boarding location 30 minutes prior to scheduled departure time.
If a customer is not present for boarding at the scheduled departure time, the ticket will be voided, and the seat may be sold to another customer.
Customers will be notified via text message, email, or push notifications of any delays or changes to the departure time. Except as required by applicable law, a customer shall not be entitled to compensation of any kind if the passenger has been notified and is not present at the modified time and misses the departure. It is the passenger’s responsibility to provide accurate and current contact information.
Seating is assigned automatically without regard to race, colour, creed, national origin, or any other protected characteristic. However, reserved seating may be available for purchase on some trips. See the Seat Reservations section for additional information.
All passengers must exit the bus upon request by the driver, other bus crew members, or any member of law enforcement.
During a stop, the driver, electronic system, or other bus crew member may announce to the passengers a firm time of departure when the bus will leave that location to resume the bus trip. It is the sole responsibility of every passenger to be onboard the bus at or before the departure time. It is the sole responsibility of any parent, legal guardian, or other passenger who is traveling with children to ensure that all children traveling are also on board at the announced departure time. Any passengers who are not back onboard the bus by the announced departure time may be left behind. The driver has no duty to wait for any late or absent passengers to return to the bus. Should any passengers fail to be back onboard the bus by the announced departure time and are left behind at the location of the stop, Imperial Lane and Bus Operators shall not be held responsible or liable. Any such passengers are not entitled to any refund, compensation, or substitute or return transportation of any kind.
During a stop, it is the passenger’s sole responsibility to remove any valuables from the bus to prevent loss, theft, or damage, for which Imperial Lane shall not be held responsible or liable.
If there is an Involuntary Cancellation, a departure time delay of greater than 120 minutes, or a schedule change that results in a change to the expected departure time of greater than 120 minutes, Imperial Lane will (at customer’s request) cancel the ticket and provide a refund for the cost of the ticket, in accordance with the Refunds section of these Terms. If the customer does not request a cancellation and refund, Imperial Lane will transport the customer to their scheduled destination on the same or an alternate bus. In such cases, the customer will not be entitled to any refund. Imperial Lane will not be liable under any circumstances for any special, incidental, or consequential damages arising from the delays, cancelled schedules or the like.
If the customer decides to cancel the ticket because of an Involuntary Cancellation, a departure time delay of greater than 120 minutes, or a schedule change that results in a change to the expected departure time of greater than 120 minutes, the customer may also request a free return bus trip through Imperial Lane to the place of departure shown on their ticket. In such situations, any costs for alternative carriage purchased by a customer through a company other than Imperial Lane are incurred at the customer’s sole expense. Imperial Lane is never obligated to reimburse for such costs.
In cases of an Involuntary Cancellation, a departure time delay of greater than 120 minutes, or a schedule change that results in a change to the expected departure time of greater than 120 minutes, a passenger may be required to stay overnight before he/she can continue with travel. In such instances, and provided that the passenger continues the trip to their ticketed destination, the passenger will be reimbursed for up to 1 nights of free accommodations in a hotel (or other similar form of lodging) for up to a maximum of $30 USD or the rand equivalent per night fee. Imperial Lane will provide free public ground transportation to the accommodation if the hotel does not offer such service.
Imperial Lane and Bus Operators shall have no liability if the cancellation, delay, or schedule change was due to force majeure. As used in these Terms, “force majeure” means actual, threatened, or reported:
Some trips may require passengers to switch buses during a trip (a “Transfer”). Passengers must check their booking confirmation for details.
If a Transfer is scheduled on Imperial Lane buses and the bus for the second or further leg of the trip is not on time, substitute transportation may be provided. If no alternate transportation is provided on the same calendar day and the remaining travel distance to the passenger’s scheduled destination is greater than 90 miles, a passenger may be required to stay overnight before continuing his/her travel. In such instances, the passenger will be offered free accommodations for up to 2 nights in a hotel (or other similar form of lodging) for up to a maximum of $40 USD per night. Imperial Lane or Imperial Lane will provide free public ground transportation to the hotel if the hotel does not offer such service. However, Imperial Lane shall have no liability or responsibility to provide hotel accommodations or public transportation to passengers if the late Transfer or lack of same-day alternative transportation was due to force majeure.
If a Transfer is scheduled and the bus for the second or further leg of the trip is not on time and the customer decides to cancel their ticket as a result, the customer may request a refund for their ticket (see the Refunds section of these Terms for details regarding Voluntary Refunds). The customer may also choose a free return bus trip through Imperial Lane or Imperial Lane to the place of departure shown on their ticket.
These terms shall only apply to Transfers scheduled as a part of one trip and ticket. If a passenger books separate tickets for separate legs of a trip, the passenger shall bear the risk of missing a connection and shall not be entitled to any compensation for missed or delayed schedules. However, Imperial Lane will exercise reasonable efforts to inform affected passengers of alternative connections.
It is the responsibility of each passenger traveling across any international border to obtain in advance and bring all needed permissions, travel documentation and Government-issued ID such as a passport and/or visa required for entry into another country (collectively “Necessary Travel Documents”). All Parents or guardians traveling with children are responsible for ensuring that they bring all Necessary Travel Documents required for those children to enter another country. Each passenger’s travel documents may be checked at or prior to boarding an international schedule.
It is the responsibility of each passenger to determine the entry and travel requirements of the destination country/transit countries, either by contacting the proper embassies or consulates, or through other means. Each passenger is responsible for complying with the laws of each country from, through or to which he/she desires transportation.
Imperial Lane is not responsible or liable for any consequences if any passenger fails to obtain or bring the necessary travel documents, such as not being allowed to enter another country, including costs of return travel.
While the bus is running, all passengers are required to sit in a seat with their seatbelt securely fastened, unless going to/from the on-board restroom. This seatbelt requirement only applies on buses that are equipped with seatbelts for passengers. It is each passenger’s responsibility to ensure that his/her seatbelt is always fastened.
General Rule: The requirements for children travelling to or from the Republic of South Africa are aimed at giving effect to the Children’s Act, 2005.
Accompanied Children Less Than 2 Years Old: One child less than 2 years old (an “Infant”) not occupying a seat may travel with a passenger that is at least 16 years old or a parent/legal guardian at no additional charge. Additional Infants and Infants occupying a seat must pay the applicable adult fare. A maximum of 2 Infants is permitted for each adult (only one as a lap child and the other in a seat). Children who will reach their second birthday during a trip must occupy a seat and pay the applicable fare for the entire trip. It is recommended that a child safety seat be used for any Infants occupying a seat.
Child Seats: Many buses have seat belts that can accommodate standard child car seats. Imperial Lane recommends that passengers bring and use their own child safety seat, if the seat can be attached using a seatbelt, has been approved for use in a motor vehicle, and is used according to the manufacturer’s instructions.
Passengers are solely responsible for securing a child safety seat and shall not rely on any assistance or advice from any Imperial Lane in doing so. Imperial Lane shall not be responsible or liable for any damages, including personal injury or death, due to the improper use or securing of any child safety seat. Imperial Lane shall also not be responsible or liable for any damages due to the lack of use of any child safety seat, including the personal injury or death of an unrestrained child.
Imperial Lane is committed to serving people with disabilities. Imperial Lane will not discriminate based on disability in the provision of services. Individuals should contact Imperial Lane with questions, concerns, or complaints regarding travel for customers with disabilities.
Imperial Lanes will not refuse transportation based upon the passenger’s disability, except as allowed or required by law because the passenger cannot be reasonably accommodated and/or poses a health or safety risk to him/herself or others.
Purchase & Travel Assistance:
If you have a disability, Imperial Lane will do everything they can to help you have a comfortable journey when you ride with a Bus Operator. While some disabilities and needs may be obvious to Imperial Lane, others are not, and you may be served by several different representatives of Imperial Lane along the way. It is essential that you ask for assistance at each location where you need help, including each driver if you have different drivers for your trip.
If you are having trouble purchasing tickets electronically from Imperial Lane due to a disability or have questions or concerns regarding your travel, contact Imperial Lane through any of the communications channels listed in the Contact for Help section below.
The first row of the bus is reserved for the elderly and customers with disabilities. If these seats are occupied by people other than disabled or elderly, Imperial Lane personnel will ask these people to move but cannot force them to do so.
Bus Operator personnel can help you get on and off the bus, and give you a hand with your baggage, wheelchair, or mobility scooter. Just let your driver or customer service agent know at the station and don’t be too shy to ask them again if you need something during your trip, especially if you want to get off the bus during a scheduled stop.
Bus Stops, Bus Stations, and Curb side Stops: Unfortunately, Imperial Lane cannot guarantee fully accessible conditions at every bus stop or bus station for individuals with disabilities or limited mobility.
Wheelchairs, mobility scooters and other mobility aids are not considered extra baggage and are transported free of charge unless you have more than one, in which case the second device is considered additional baggage and subject to a charge. If you do not want to travel seated in your wheelchair or mobility scooter, we can store it for you in the baggage compartment.
Mobility aids such as canes and walkers can travel inside the bus, but only if they can be safely stowed in the overhead compartment. Mobility aids that cannot be safely stowed inside the bus will be placed in the baggage compartment, if possible.
The maximum dimensions for a mobility aid to go in the baggage compartment under the bus is 33 x 33 x 48 inches. The maximum weight for a mobility aid is 200 pounds. Mobility aids that exceed either of these dimensions will NOT be accepted.
If a part of your trip will be on a connecting Bus Operator, you should know that the other Bus Operator may require 48 hours advance notice to provide an accessible bus. If it is less than 48 hours between booking and the trip, an accessible bus might not be available at the transfer point. You are strongly advised to contact all Bus Operators for your trip to make sure a lift bus is available before starting your trip. Your ticket/itinerary will indicate which Bus Operator(s) will be driving on your trip.
You can travel alone on buses if you can travel independently and don’t need assistance of a personal nature such as help using the restroom, dispensing medication, or constant care during travel. Imperial Lane cannot provide this level of assistance; so, if you need it, you may prefer to bring a personal care assistant with you.
Bus Operator personnel are happy to help you with any reasonable request during a stop, such as getting on or off the bus, and retrieving your wheelchair, mobility scooter or other assistive device. Let Bus Operator personnel (such as the driver) on each leg of your trip know when if you are going to need help during stops so our Bus Operators can serve you.
Service animals are allowed on board buses. Service animals are defined as dogs or other animals that are individually trained to do work or perform tasks for people with disabilities. If you bring a service animal, you agree that it must meet all legal Requirements.
Examples of work or tasks performed by service animals include, but are not limited to, guiding people who are blind, alerting people who are deaf, pulling a wheelchair, alerting, and protecting a person who is having a seizure, reminding a person with mental illness to take prescribed medications, calming a person with Post Traumatic Stress Disorder during an anxiety attack, as well as other duties.
You must always remain in control of your service animal by keeping them on a leash, harness, or carrier, unless these devices interfere with the service animal’s work or the individual’s disability prevents using these devices and they must ride within your space (i.e., the space around your feet). Animals cannot occupy a seat or lie down in the aisle. If a service animal threatens the health or safety of any Bus Operator personnel or other passengers, Bus Operator personnel may refuse to have them on board or remove them from the bus at any point during the trip.
Animals or pets that are not service animals are prohibited and not allowed on buses.
You can bring portable oxygen and respirators on buses. Up to a total of four (4) cylinders per passenger are permitted as follows: two (2) cylinders in the passenger compartment and two (2) cylinders in the baggage compartment under the bus. All cylinders must have safety caps on the valves and be properly packaged and protected against accidental discharge. Cylinders are to be no larger than 4.5 inches (11.4 cm) in diameter and 26 inches (66 cm) in length. The maximum total oxygen load on a bus may not exceed 99 lb.
You are required to make sure you have enough oxygen to last for the duration of your trip. It is your responsibility to arrange refills if you need them.
You should always keep your medicine with you on the bus – do not put it in your baggage under the bus, as Imperial Lane and Bus Operators are not responsible or liable if it gets lost or is not accessible to you.
On some trips, a specific seat (aisle vs. window, row, table) can be reserved at the time of booking. If a seat reservation is available for the selected trip, a seat reservation fee will be charged. Seat reservation fees may vary depending on several factors, which may include the seat category, seat position, schedule, and availability at time of booking.
All passengers must arrive at the designated departure location no later than 30 minutes before departure, regardless of any seat reservation.
A passenger may be required to move seats if they are occupying a seat which has been reserved by another passenger.
In some circumstances, Bus Operator personnel may determine that it is necessary for a passenger with a seat reservation to move seats if the seat is needed for: (i) safety or operational purposes, (ii) a minor, (iii) an elderly person, or (iv) a person with a disability, including one sitting in a wheelchair or mobility scooter. In such cases, the Bus Operator’s instructions must be followed. If a passenger with a seat reservation is moved by Bus Operator personnel and it is not possible to find the passenger a seat in the same or superior seat reservation category, the passenger may reclaim his/her seat reservation fee.
The seat reservation fee is refundable when a trip is cancelled or rebooked by Imperial Lane or a Bus Operator unless the seat reservation was provided free of charge. A refund for a seat reservation will not be available if the passenger did not travel on the scheduled trip and failed to cancel or rebook his/her trip in advance.
When multiple tickets for a trip are purchased together and a ticket with a seat reservation is later cancelled for one or more passengers, the seat reservation may be transferred to another person in the same ticket order. Seat reservations are tied to the ticket order, not any particular passenger.
Imperial Lane does expressly disclaim liability for any lost or damaged baggage and for any injuries caused by or resulting from shifting baggage. Passengers must stow and transfer their own baggage and must keep any carry-on baggage, including any personal belongings, in their possession always. Imperial Lane does not check bags and does not assume any responsibility for the safe and secure transport of bags over any bus routes, including transfers. Baggage must comply with baggage allowances and restrictions as stated in these Terms. Certain items are not accepted for carriage. See Permitted and Prohibited Items in the following section.
Passengers wishing to stow baggage in the under-bus baggage compartment do so at their own risk. Passengers are responsible for picking up their baggage promptly upon arrival and for transferring their baggage from one bus to another during a transfer. Storage charges may apply for any baggage/items left behind. Passengers requiring special assistance with baggage must speak with Bus Operator personnel to make necessary arrangements.
All passengers are advised to clearly label all baggage with their name, address, and telephone number.
All bags are subject to search, including at terminals and on buses.
Carry-on baggage is free of charge and is limited to one item per passenger, with a maximum size of 16 x 12 x 7 inches (42 x 30 x 18 cm) and a maximum weight of 25 lb (7 kg). Slight size deviations from these dimensions may be permitted provided that the total dimensions do not exceed 35 inches (90 cm) when you add the dimensions together (length + width + height).
Passengers are solely responsible for carry-on baggage during the entire trip and Imperial Lane and Bus Operators shall not be liable for any missing or damaged carry-on baggage. Passengers are required to stow and monitor their carry-on baggage in a manner that ensures that: (i) the safety and proper operation of the bus is not compromised, and (ii) does not inconvenience other passengers. Carry-on baggage should be, whenever possible, stowed in the overhead compartments or placed under the seats directly in front of the passenger.
Carry-on baggage and its contents shall remain in the care of passengers for the duration of the trip and must be monitored appropriately. If any unauthorized access by third parties is observed, the bus driver should be informed. Passengers are responsible for checking carry-on baggage prior to the end of their trip to ensure that nothing is missing.
Each passenger may bring one piece of baggage to store under the bus for free with a maximum size of 31 x 20 x 12 inches (80 x 50 x 30 cm) and maximum weight of 50 lb (20 kg), additional weight will be charged at a fee per kg (enquire with your local imperial lane office for updated rates). Slight size deviations from these dimensions may be permitted provided that the total dimensions of the item do not exceed 63 inches (160 cm) when you add the dimensions together (length + width + height). Such baggage is considered Standard Size Baggage.
The following types of baggage are allowed for storage under the bus:
Excess Baggage: To the extent that additional storage space for baggage is available under the bus, excess baggage (in addition to the one allowed bag described above) may be permitted, provided the passenger pays a fee for each additional piece of baggage up to a total excess weight of 15kg. Imperial Lane and Bus Operators cannot guarantee that any excess baggage will be allowed. Excess baggage (if allowed for the trip) can be booked directly with the departure point, or during the booking process or online via Manage My Booking after the ticket purchase, and up until 15 minutes before the scheduled departure time of the bus.
Additional Information: Passengers are responsible for loading their own baggage including transferring baggage on trips which include Transfers. Imperial Lane personnel will provide any disabled passengers with special assistance with baggage upon request. For all other passengers, Imperial Lane personnel will only aid with baggage in exceptional cases, such as when safety is a concern.
Bulky Baggage: Baggage larger or heavier than Standard Size Baggage can only be transported as Bulky Baggage. Bulky Baggage shall be limited to one per passenger and must be reserved of every trip and is subject to a Bulky Baggage fee. Bulky Baggage can be booked and paid for during the initial ticket booking process or online via Manage My Booking after the ticket purchase up to 15 minutes before the scheduled departure time of the bus. Bulky Baggage service, fee and availability may vary depending on category, route, line and time of booking.
Passengers are prohibited from bringing any dangerous, hazardous, or illegal substances or items onto a bus. Any passenger(s) found in possession of any such items may be: (i) removed from the bus, (ii) prohibited from traveling in the future, and/or (iii) referred to law enforcement.
A non-exhaustive list of items that a passenger can and cannot take on a bus (“Permitted Items” and “Prohibited Items” respectively), and whether such items can be brought onboard as a carry on or stored under the bus is available in the Permitted and Prohibited Items section of the website, also included in the help page.
Passengers are solely responsible for any valuable or fragile items. Valuable items such as cash, jewellery, precious metals, keys, glasses (sunglasses and/or reading glasses), electronic devices (laptops, iPads, tablets, MP3 players, cell phones, cameras), contact lenses, prostheses, medication, important documents (diploma certificates, other certificates, credentials, passports, driving licenses, securities), etc. and any fragile objects must be in carry-on baggage. Such items may not be stored under the bus or otherwise outside of the passenger’s control. Neither Imperial Lane nor any Bus Operator is responsible for any loss or damage to any valuable items which passengers choose to bring on the bus.
Bicycles are allowed on some routes for a fee. Bicycles must be a standard size of 69 x 24 x 42 inches (length x width x height) without attachments and may not exceed a weight of 45 lb (20 kg). Tandems, E-Bikes, pedicels, or tricycles are not allowed.
To transport a bicycle on a bus with a bike rack, passengers must reserve a space for their bicycle(s) during the booking process when selecting tickets. Any passengers wishing to transport a bicycle on a bus with a bike rack should book their trip and bicycle space well in advance. Space for bicycles is not guaranteed. The carriage of bicycles is dependent upon available capacity and a maximum of three (3) bicycles per bus.
Bicycles may be transported on a rear-mounted bicycle rack or in the baggage compartment. In certain cases, the carriage of bicycles may not be available or permissible on some routes unless the bike is stored in a suitable container in the baggage compartment under the bus. In those cases, the total dimensions of the container for the bicycle may not exceed 95 inches (height + width + depth) (240 cm) and may not weigh more than 45 lb (20 kg). It is sole responsibility of the passenger to ensure that their bicycle(s) are securely and safely stored for transport.
For passengers traveling with young children, strollers are allowed as Bulky Baggage and are limited to one stroller per child. Strollers must be collapsible. Non-collapsible strollers are not allowed. Subject to these requirements, strollers are conveyed free of charge.
All passenger baggage/items brought on the bus are the sole responsibility of the passenger. Imperial Lane has no responsibility or liability for lost or forgotten baggage/items or for any costs associated with reuniting the passenger with their lost or forgotten baggage/items.
In the event passengers leave baggage/items on the bus, they must complete a lost and found form in the help section which may be found on www.Imperiallane.co.za. If a passenger’s lost or forgotten baggage/items are located, the passenger must make arrangements with Imperial Lane to either: (i) collect the baggage/items from Bus Operator directly, or (ii) request that Bus Operator ship the baggage/items, which requires a prepaid shipping label from the passenger. In all instances, the passenger is responsible for any and all costs associated with obtaining lost or forgotten baggage/items.
Imperial Lane expressly disclaims liability for any lost or damaged baggage, including strollers and bicycles, and for any injuries caused by or resulting from baggage.
In cases of loss or damage to baggage resulting from a bus collision or accident, the liability, if any, of Imperial Lane for loss of or damage to a passenger’s baggage and/or its contents, with the exception of wheelchairs, mobility aids, and assistive devices used by a qualified individual with a disability, is limited to the value of the damage or loss but in no event shall be greater than $150 USD or applicable per adult ticket and $85 per child ticket.
In cases of loss or damage to wheelchairs, mobility aids, or assistive devices used by a qualified individual with a disability resulting from a bus collision or accident, the liability, if Imperial Lane for loss of or damage to the same is limited to the lesser of the replacement value or costs of any repairs to the lost or damaged equipment. During the period when Imperial Lane’s liability is being determined and until the disbursement of funds, Imperial Lane will make all reasonable efforts to procure a temporary replacement of the disabled passenger’s equipment like the technical and functional features of the lost or damaged wheelchair, mobility aid, or assistive device.
Passengers are solely responsible for retrieving all baggage and bicycles, including any baggage or bicycles stored under the bus. Imperial Lane expressly disclaims any damage or loss which results from a passenger’s failure to timely retrieve his/her baggage.
Reservations, purchases, and seating is without regard to race, colour, creed, national origin or any other protected characteristic.
We want to make sure all our customers have proper access to Imperial Lane services, information, and benefits. So, if your English is limited, we’ll do everything we can to help you when you ride with us or use our facilities.
Smoking is prohibited on or within fifteen (15) feet of the bus. This includes the use of all smokeless tobacco products including e-cigarettes. Select schedules may offer comfort stops to allow passengers to hop off the bus for a bit to smoke in approved designated area(s).
Bus stations, buses and boarding locations may be equipped with video and/or audio recording equipment for security purposes. Video and audio recordings may be viewed at any time for any reason by authorized personnel including a third-party service provider(s) used to provide security or recording services (collectively “Recording Controllers”). Such recordings may also be made available to law enforcement or other government officials upon proper request. Additionally, such recordings may be made available to any third parties, as deemed necessary by any of the Recording Controllers. Your acceptance of these Terms or boarding a bus or entering an area with such equipment, shall constitute consent to any such recordings and their use.
i. As the seller of services and tickets and a broker which brings passengers and transportation services together, Imperial Lane is not an operator of any transportation services and is not responsible for the actions or operations of any Bus Operators. Accordingly, Imperial Lane shall not be liable or responsible for any claim for damages, personal injury, death of a passenger, or any other acts related to the operation or provision of bus services.
ii. Notwithstanding anything herein to the contrary, no claim for damages, personal injury or death of a passenger will be entertained by a Bus Operator or Imperial Lane unless written notice of such claim is received by the Bus Operator or Imperial Lane within twenty-one (21) days after the occurrence of the event giving rise to the claim.
iii. Unless otherwise prohibited by applicable law, no legal action for any claim described above may be maintained against a Bus Operator or Imperial Lane unless commenced within one (1) year of Bus Operator or Imperial Lane’s written denial of a claim, in whole or in part.
Any and all matters arising out of or relating to these Terms and/or the subject matter hereof shall be governed by and enforced in accordance with the laws of the Republic of South Africa, regardless of the legal theory upon which such matter is asserted. A passenger’s ticket and these Terms represent the entire agreement between the parties relating to transportation by Imperial Lane and shall supersede all prior representations, understandings or agreements pertaining thereto, either oral or written. No other covenants, warranties, undertakings, or understandings may be implied, in law or in equity.
Imperial Lane shall not be liable for any punitive, consequential, or special damages arising out of or in connection with carriage or other services performed by Imperial Lane and/or Bus Operators, whether or not Imperial Lane and/or Bus Operators had knowledge that such damage might be incurred. Imperial Lane and Bus Operators shall not be liable for any damage arising out of its compliance with any laws, government regulations, orders, rules, requirements or security directives or as a result of a passenger’s failure to comply with such laws, government regulations, orders, rules, requirements or security directives or as a result of a passenger’s reliance on advice provided by Imperial Lane and/or Bus Operators regarding such laws, regulations, orders, rules, requirements or security directives.
Election or failure by Imperial Lane and/or Bus Operators to enforce any provision of these Terms shall not constitute a waiver of their rights and remedies regarding such provision or any other provision.
The invalidity of any provision herein shall not affect the validity of any other provision that shall remain in full force and effect.
A Bus Operator is responsible only for transportation on its own lines in accordance with applicable limitations and assumes no responsibility for any acts or omissions of others, including interline partners and other operators, except as imposed by law. In no event shall Imperial Lane be liable for consequential or incidental damages for loss, damage, or delay, including weather delays. Passengers acknowledge that Imperial Lane from time-to-time may use leased drivers and/or buses to operate its services. In no event shall Imperial Lane be liable for any actions of, or damage caused by any Bus Operator.
Customers agree to waive any right to assert any claim against Imperial Lane and Bus Operators as a representative or member in any class or representative action. To the extent the customer is permitted by law to proceed with a class or representative action against Imperial Lane or a Bus Operator, the customer agrees that neither the customer nor any legal or other representative or person purporting to act on his or her behalf shall:
i. Be entitled to recover attorneys’ fees or costs associated with pursuing the class or representative action; and
ii. Submit a claim or otherwise participate in any recovery secured through the class or representative action.
Upon booking a ticket for transportation, purchasing other services, or participating in any Imperial Lane and/or Bus Operator program or service, you hereby authorize Imperial Lane, Bus Operators, and their affiliates and authorized agents to (i) collect, process, retain and use, and (ii) transfer to third parties, including, but not limited to, subcontractors, agents, affiliates, marketing partners, other carriers, and government agencies, for their use, processing and retention, any and all personal data you provide when Imperial Lane and/or Bus Operators believe in good faith that it is in the interests of security or that disclosure is otherwise necessary or advisable or as Imperial Lane and/or Bus Operators deem necessary to carry out any and all business purposes related to the program or services being requested and/or in the promotion of other information, goods, and services that may be of interest to you, including, but not limited to, the following purposes: making a reservation; purchasing a ticket; obtaining ancillary services, including accommodating special service requests; accounting, billing and auditing; checking credit or other payment mechanisms; systems testing, maintenance and development; customer relations; sales and marketing; promotions for Imperial Lane and/or its affiliates goods and services and third party goods and services; statistical analysis; developing and tailoring current and future services; facilitating travel, including obtaining immigration, security, and customs clearance; complying with applicable laws, regulations, government requests, law enforcement requests, and/or valid court orders; providing data to third parties or governmental or law enforcement agencies to comply with, or assist in the development of, security, safety, or health measures for passengers, baggage or cargo, or to provide for the prevention or detection of criminal acts or the apprehension or prosecution of offenders; protecting the legal rights of Imperial Lane, Bus Operators, and/or their affiliates.
