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go-too Terms of Carriage

If you have any questions about our Booking Terms and Conditions, please email us at, or call us on 0300 123 5103 or and we will be happy to assist you.

go-too is operated by Ansa Transport.

Application of these Terms

These terms and conditions of carriage apply to all contracts made when booking a journey through the go-too app or via our booking telephone service.

1. Fares

go-too operates on a flat fare basis for any journey within the operating area.

The fare for over 16s is £3, and £2 for under 16s and concessionary pass holders.

Fares are contingent on a vehicle being available to complete the requested journey and the booking being completed on this basis.

2. Payment

Payments will be processed using a valid credit or debit card at the time of booking your journey. go-too operates as a cash less service and so our drivers are unable to accept cash payments or spontaneous fares.

3. Cancellation by passenger

In the event that you need to cancel your booking you can do so through the app or by calling our booking line on 0300 123 5103. This does not incur any penalty.

4. Cancellation by go-too

In the event of any emergency or force majeure incident then go-too shall return all monies paid and cancel the existing booking without liability.

5. No shows

From 3 May 2022 no shows will be charged at the full fare rate. 

The service provided by go-too is unique as the bus makes a specific journey to collect passengers from their chosen pick-up location. Consequently, when passengers do not show up for a booking, this has a negative effect on time, fuel costs and can prevent the bus from being available to other passengers.

In order to minimise these effects, we are taking the necessary step of introducing a ‘no show’ charge.  From 3 May 2022, the standard fare will automatically be charged where passengers miss or do not show up for their pre-booked journey.  If a booked journey is no longer required, we ask passengers to cancel with as much notice as possible to avoid the bus making any unnecessary journeys.

If you become aware of any reason you may be late to meet your bus or encounter any problems with your booking, please contact us as soon as possible and we will endeavour to re-book your trip subject to availability. You can contact us on our helpline on 0300 123 5103 between 9am and 5pm Monday to Friday, or by replying to any automated text message you receive from us (outside of these hours) and an agent on duty will respond. 

6. Route or time variations

As go-too operates on a flat fare basis, should any route or time variations arise due to factors beyond our control or otherwise then no additional charge shall apply.

The booked vehicle will arrive and depart at the time requested by yourself and in the event of any delay or change to the agreed booking due to factors beyond our control we will inform you as soon as is reasonably possible.

It is your responsibility to ensure that all booked passengers are present to board the vehicle. Due to other existing bookings, drivers are not able to wait for any latecomers.  go-too will not accept any responsibility for any losses or detrimental consequences to passengers who are not present for the  allotted journey time, fail to follow booking instructions or these terms.

Unless in the event of a serious emergency or diversion go-too will only operate between the hours of 7am and 9pm due to regulations governing driver’s working hours and mandatory rest periods.

7. Use of the vehicle

Unless go-too has otherwise specified in advance then the vehicle facilitating your journey cannot be sequestered to remain at any point once your booked journey has been completed and you have alighted the bus, nor will it necessarily remain at your disposal for any incidental use unless booked again via the app or booking telephone line thus creating a new booking. You are subject to English law at all times when using the vehicle.

8. Capacity

Each vehicle operating the go-too service has a maximum capacity of 15 seated passengers, plus space for one wheelchair user. 

9. Breakdowns and delays

go-too provides advice on journey times in good faith and with the most current information available at the time of booking, however go-too cannot guarantee the accuracy of such estimates due to factors outside of our control. In the event of traffic congestion, breakdown of the vehicle or any other unforeseen and unavoidable delay go-too will not be held responsible for any losses incurred.

10. Changes to travel

go-too operates on the basis of passengers travelling within the same area sharing the vehicle and therefore accepts future bookings on the basis of any existing ones and their route. If it becomes necessary to change the travel itinerary this will only be on the basis of adverse weather conditions, road defects or repairs, strike action or any other factor outside of our control. Wherever possible any such changes will be communicated to you prior to your journey commencing.

11.  Passenger property

All vehicles operating the service are subject to restrictions on carrying luggage for statutory safety reasons. We cannot guarantee that there will be availability for luggage, pushchairs or bicycles at the time a booking is made.

go-too does not accept liability for any damage to or loss of property belonging to passengers which is brought on board the vehicle, nor any property which is damaged or lost having been left on the vehicle in error.

Any lost property (unless perishable which will be disposed of within 24 hours) will be retained by go-too’s operator Ansa Transport  for three months and held at the Ansa Transport offices for a period of 3 months. After this time if they have not been claimed they will be disposed of.

12. Passenger conduct

For the comfort of our other passengers no musical instruments, radios or other audio devices used without headphones shall be played during your journey with us.

The driver is responsible for the safety of the vehicle and as such any passenger whose conduct is deemed to be in breach of any of these Terms of Carriage may be removed without notice or warning on the driver’s authority.

At any time during your use of the go-too service, you and any parties travelling with you are responsible for your own conduct and any damage caused to the vehicle, or any damage or loss inflicted on another passenger knowingly or unknowingly. Accompanied children under the age of 11 are the responsibility of the appropriate adult they are booked to travel with and are not exempt from the above.

go-too and Ansa Transport accept no liability for any injury, damage or loss to any passenger who enters or alights the vehicle while in motion.

Alcoholic drinks are not permitted to be consumed on the vehicle. If you are carrying alcoholic beverages these must remain sealed at all times during your journey.

Other than small items of confectionery or preserved snacks, food is not to be consumed on any go-too vehicle without our prior agreement or the express permission of the driver.

No animals (with the exception of assistance dogs) may be carried on any vehicle.

No advertisements, posters, bills or notices are to be displayed on a go-too vehicle at any time without advance written permission.

13. Our responsibilities to you

go-too accept responsibility for the conduct, actions or omissions of our employees only. It’s operator Ansa Transport possess full indemnity insurance cover (£5,000,000) for the death or personal injury of a passenger or third party arising as a result of the hire or in connection with the operation of the service.

14. Complaint procedure

We want you to be happy with the service you receive at all times during your booking and journey experience. Should you have any reason to complain during the journey please initially raise this with the driver if possible, who will endeavour to resolve the issue for you without delay wherever possible. If this is not possible or the issue is not addressed to your satisfaction, please contact us in writing so that we may investigate the matter and respond to you accordingly.

Details of any complaint should be made to either:

Ansa Transport
Cledford Lane
CW10 0JN


We will acknowledge your complaint within 14 days and will in most cases issue a full response within 28 days.

15. Contract

The contract between us is defined by adherence to these Terms of Carriage and our Terms of Use when using the website or go-too app. This contract is governed by the laws of England, the courts of which have exclusive jurisdiction in relation to this contract.