Convoy Travel Ltd
8-Seater Private Hire · Kilmarnock & Ayrshire

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07757 236820

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Cancellation Policy

This Cancellation Policy sets out the cancellation, no-show, parking and refund rules that apply to Convoy Travel bookings. It should be read alongside our Booking Policy and Terms & Conditions. It will apply unless we confirm different terms to you in writing.

This Policy applies to all private hire, 8-seater private hire and 8-seater minibus hire bookings with Convoy Travel in Kilmarnock, Ayrshire and surrounding areas. It is designed to be clear, fair and consistent while allowing us to manage vehicles, drivers and schedules responsibly.

How to cancel or amend your booking

If you need to cancel or amend your booking, please contact us as soon as possible using one of the following methods:

When contacting us, please include your name, booking date and time, pick-up location, destination, number of passengers and contact number so we can quickly locate your booking.

When bookings, changes and cancellations take effect

A booking, amendment or cancellation only takes effect once we have confirmed it to you in writing by WhatsApp or email, setting out the key details (such as date, time, pick-up point, destination and agreed price).

Bookings and changes may be discussed by phone or WhatsApp, and you are welcome to make initial enquiries via our online form. However, phone calls and verbal discussions do not by themselves make a booking, change or cancellation effective. The position is only finalised when we send you written confirmation by WhatsApp or email.

Cancellations must be confirmed in writing

All cancellations must be made and confirmed in writing by WhatsApp or email from the person who made the booking (or another person we have agreed in writing can act on their behalf).

Your cancellation is only effective once you have received written confirmation from Convoy Travel (for example, a WhatsApp reply or email clearly confirming that your booking has been cancelled). Until that point, the booking remains active and normal charges may apply.

Standard cancellation charges

Our standard framework for cancellation charges is set out below. Any charge will always be based on a reasonable estimate of our actual financial loss (for example, lost work, driver and vehicle time, and non-refundable costs we have already incurred). Lower charges may apply where our loss is lower, and higher charges will never be applied.

  • 48 hours or more before the scheduled pick-up time: Normally no cancellation charge is made. Any pre-paid amount is normally refunded in full, subject to any non-refundable costs we have already incurred and told you about in writing.
  • 24 hours to under 48 hours before the scheduled pick-up time: A cancellation charge of up to 50% of the total fare may apply, depending on our actual loss.
  • Under 24 hours before the scheduled pick-up time: A cancellation charge of up to 100% of the total fare may apply, depending on our actual loss.

Different cancellation terms may apply to certain bookings (for example, very large groups, events, or specialist services). Where this is the case, we will clearly confirm the applicable terms, including any deposit and possible charges, in writing when you book.

No-shows and late arrivals

A “no-show” is where the vehicle and driver arrive at the agreed pick-up point at the scheduled time, but the passenger(s) do not appear and no effective cancellation has been made.

In the event of a possible no-show or late arrival:

  • Our driver will normally wait for at least 15 minutes from the scheduled pick-up time at no extra charge, or for any longer waiting time that has been agreed in writing.
  • Before treating the journey as a no-show, we will make reasonable attempts to contact you using the contact details provided (for example, calling or messaging your mobile or WhatsApp).
  • If, after the 15-minute grace period and reasonable contact attempts, we are still unable to reach you and you have not arrived, we may declare a no-show and treat the booking as cancelled by you with under 24 hours’ notice.
  • In that situation, a cancellation charge of up to 100% of the total fare may apply, based on our actual loss, together with any waiting time and parking charges already incurred.
  • If you arrive later than the agreed or reasonable waiting time and we are still able to complete the journey, additional waiting time and any parking charges may be added to your fare.

If you know you are going to be late, please contact us as soon as possible by WhatsApp on +44 7757 236820 or by emailing convoy2516@gmail.com. We will always do our best to accommodate reasonable delays, subject to driver availability and legal driving hours.

Deposits and payment terms

For some bookings, particularly larger groups, long-distance journeys or peak times, we may request a deposit or full payment in advance to secure your vehicle and driver.

The amount of any deposit, when it is due, how it is applied to your fare, and the conditions for any refund will always be confirmed in writing (by WhatsApp or email) when you book. These written terms form part of your contract and should be read together with this Policy, the Terms & Conditions and our Booking Policy.

Unless we agree otherwise in writing, full payment for your journey is due before the start of travel. We accept payment by cash, card or bank transfer. Any different payment arrangements must be agreed and confirmed in writing.

Parking and waiting time charges

Parking charges are not included in your quoted fare unless we expressly state otherwise in writing.

Where we have to pay for parking (for example, at airports, train stations, venues or city centres) in order to complete your journey safely and legally, we will recharge those costs to you at the amount actually incurred. We will not charge for parking unless a genuine cost has been paid.

Any additional waiting time beyond the agreed allowance may also be charged in line with the rates confirmed to you when booking or, where not stated, at our standard waiting time rates.

Refunds and processing times

Where a refund is due under this Policy, our Terms & Conditions or Booking Policy (for example, because a valid cancellation has been made within the applicable notice period, or we cancel your journey), we will normally refund any sums you have paid for that journey, less any applicable charges we are entitled to deduct.

Unless we agree otherwise in writing, refunds will be made using the same payment method used for the original booking. Approved refunds are normally processed within 5–10 working days of us confirming the amount to be refunded. The time it takes for the funds to appear in your account may depend on your bank or payment provider, which is outside our control.

Changes to your journey instead of cancellation

If your plans change, you may prefer to amend your journey rather than cancel it completely (for example, changing times, routes or passenger numbers). We will try to accommodate changes where possible, but availability cannot be guaranteed, especially at short notice.

Changes may affect the price of your journey and may, in some cases, be treated as a cancellation if the original service can no longer be provided as booked. We will explain any additional charges, or any impact on deposits and payments, before confirming the change in writing.

Exceptional circumstances

We understand that sometimes cancellations or changes are unavoidable. If you need to cancel due to serious illness, bereavement, extreme weather or other exceptional circumstances, please let us know as soon as you can and explain the situation.

In such cases, we will always review matters on a case-by-case basis and may, at our discretion, reduce or waive cancellation charges, offer to transfer your booking to a new date, or provide another form of goodwill gesture. We are not obliged to do so, but we will always aim to be fair and reasonable.

Our right to cancel

On rare occasions, we or your allocated driver may need to cancel a booking due to reasons outside our control (force majeure), such as severe weather, major road closures, vehicle breakdown, staff illness, accidents, police incidents or other safety concerns. If we have to cancel your journey, we will contact you as soon as possible using the details you have provided.

Where we cancel your booking, we will offer either a full refund of any amount you have paid to us for that journey or, where possible, an alternative service or revised travel time. We are not responsible for any additional costs you may incur (for example, event tickets, accommodation or connecting travel) unless required by law.

Contacting us about this policy

If you have any questions about this Cancellation Policy, or would like us to confirm the exact terms that apply to your specific booking, please contact us using one of the following methods:

Last updated: October 2026