Booking Policy

This Booking Policy explains how to reserve a private hire minibus with Convoy Travel, what information we need from you, and how your booking is confirmed. Convoy Travel is a private minibus hire company based in East Ayrshire, Scotland, providing transport for up to 8 passengers.

How to Request a Quote or Make a Booking

You can request a quote or make a booking with Convoy Travel using either of the following methods:

WhatsApp: Send us a message on +44 7757 236820 with your journey details. Please include: date of travel, pickup time, pickup address, destination, whether you need a return journey and approximate return time, number of passengers, and a brief description of your luggage.

Online contact form: Complete the contact form at convoytravel.co.uk/contact. We will respond as soon as possible with a quote or to ask for any missing details.

A quote or booking request is not confirmed until we have checked availability and sent you written confirmation.

Information We Need to Book

To provide an accurate quote and reserve the correct vehicle, please include the following information when you contact us:

Date of travel: The exact date you need transport.

Time: Pickup time and, if different, your requested return time.

Pickup address: Full pickup address, including postcode.

Destination address: Where you are travelling to, including postcode if known.

Return journey details: Whether you need a return journey, approximate return time, and any additional stops.

Number of passengers: Total number of passengers (up to 8), including any children or infants.

Luggage details: Number and approximate size of suitcases, bags, sports equipment, mobility aids, or other large items.

Other information: Any special requirements such as extra stops, accessibility needs, event timings, or flight details for airport journeys.

Quotes and Prices

We operate fixed-price fares with no hidden extras. Your price is agreed in advance based on the information you provide at the time of enquiry, including route, timings, passenger numbers, and luggage. If any of these details change, the price may need to be revised. We will always confirm any change in price with you in writing before updating your booking.

Deposits and Payments

Payment details, including any deposit, total fare, and accepted payment methods, will be clearly confirmed with you at the time of booking.

Deposit and payment requirements can vary depending on the journey, time of year, and other factors. The exact deposit amount, payment schedule, and any cancellation terms will always be confirmed with you in writing at the point of booking.

If a deposit is required, it must be paid by the agreed deadline to secure your date and vehicle. Unless we agree otherwise in writing, the remaining balance is normally due before the date of travel. We will confirm accepted payment methods (for example, bank transfer, card payment, or cash by prior arrangement) when you book.

If a deposit or balance payment is not received by the agreed date, we may not be able to provide the service and your booking may be cancelled.

Provisional Bookings

In some cases we may hold a provisional booking for a short period while you confirm your plans or arrange payment. Provisional bookings are not guaranteed and may be released if the deposit or required payment is not made within the agreed time. Please contact us if you need to discuss holding a date.

Booking Confirmation

Your booking is only confirmed once we have:

• Checked vehicle and driver availability for your requested date and time
• Agreed the price with you
• Received any required deposit or payment
• Sent you written confirmation (for example, by WhatsApp message or email) setting out the key journey details

Please check your confirmation carefully and let us know straight away if anything is incorrect or changes, such as pickup time, address, passenger numbers, or luggage requirements.

Luggage and Personal Belongings

Luggage capacity depends on passenger numbers and case sizes. Please tell us what you’re bringing so we can confirm suitability before your journey.

To help us plan your journey safely and comfortably, please provide details of the number and size of bags when you request a quote. If you arrive with significantly more or larger luggage than agreed, we may not be able to carry all items on a single trip, and additional charges or alternative arrangements may be required.

You are responsible for your own luggage and personal belongings. Please make sure you remove all items from the vehicle at the end of your journey. If you believe you have left something behind, contact us as soon as possible and we will do our best to help, although we cannot accept responsibility for lost or damaged items.

Children and Child Seats

For safety and legal reasons, suitable child seats or restraints must be used for children who require them under UK law.

Customers must advise in advance if any passengers will require child seats or booster seats, and whether you will provide your own seats or require guidance. If you are providing your own child seats, you are responsible for ensuring they are suitable for the child and correctly fitted in the vehicle.

If we have not been told in advance about children who require child seats, or if suitable seats are not available or cannot be safely fitted, we may not be able to complete the journey as planned. In these circumstances, we are not responsible for any costs arising from delays or alternative arrangements.

Pickup, Waiting Time, and Meet and Greet

Your confirmed booking will include an agreed pickup time and location. Please ensure your group is ready to travel at the agreed time to avoid delays.

For standard pickups, the driver will wait at the agreed pickup point for a reasonable grace period from the booked time (usually at least 10–15 minutes). If you are delayed, please contact us as soon as possible. After the grace period, additional waiting time may be charged at an agreed rate, and in some cases we may need to adjust the journey or cancel if the delay is significant.

For airport or station transfers, we can offer a meet and greet service by prior arrangement, where the driver meets you at an agreed point inside or outside the terminal. Please provide your flight or train details so we can plan your pickup. We will normally monitor flight or train arrival times for pre-booked transfers and adjust your pickup time where reasonably possible. Waiting time and parking charges may apply; these will be explained at the time of booking where possible.

Vehicle Capacity and Safety

Our private hire minibus can carry up to 8 passengers. We cannot carry more passengers than the vehicle is licensed and insured to carry, and all passengers must have their own seat.

Seat belts must be worn by all passengers where fitted. For everyone's safety, passengers must follow the driver's instructions at all times and must not distract the driver or behave in a way that could compromise safety.

Right to Refuse Service

We reserve the right to refuse or terminate a journey if, in the driver's reasonable opinion:

• A passenger is abusive, threatening, or acting in a way that puts the driver, passengers, or vehicle at risk
• Passengers are drunk or under the influence of drugs to an extent that makes the journey unsafe or unpleasant
• More passengers are presented than the vehicle is licensed to carry
• It is not safe or legal to proceed due to the behaviour of passengers or other circumstances outside our control

If we have to refuse or terminate a journey for these reasons, no refund will normally be given and you may be responsible for any costs or damage caused.

Changes, Cancellations, and No-Shows

If your plans change for any reason, please contact us as soon as possible by WhatsApp, email, or phone. We will do our best to accommodate changes, but this will depend on availability and may affect the price. Some changes, such as different pickup times, additional stops, or increased waiting time, may result in a revised fare which we will confirm with you in advance where possible.

Any cancellation charges or refund rules will be confirmed with you in writing at the time of booking. If the driver attends the pickup location at the agreed time and you or your group do not arrive, are unavailable, or leave without notifying us, this may be treated as a no-show and the full fare (or a significant proportion of it) may still be payable to cover the time allocated and costs incurred.

Contacting Us

If you have any questions about this Booking Policy, or if you would like to request a quote, please get in touch via WhatsApp on +44 7757 236820, email us at convoy2516@gmail.com, or use the contact form at convoytravel.co.uk/contact.

Last updated: September 2026.