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CONVOY TRAVEL

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Cancellation Policy

This Cancellation Policy explains how Convoy Travel handles cancellations for private hire and minibus taxi bookings. It is designed to be fair and transparent for our customers while allowing us to manage our schedule and drivers responsibly. This Policy applies to all bookings made with Convoy Travel in East Ayrshire, Scotland and surrounding areas.

Cancellation charges may apply depending on the notice given and any costs we have already incurred in arranging your journey. Your terms will always be confirmed at the time of booking.

How to cancel 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, and contact number so we can quickly locate your booking.

Cancellations must be confirmed in writing

All cancellations must be made and confirmed in writing. A WhatsApp message or email from the person who made the booking is acceptable. Verbal cancellations made by phone are not considered confirmed until we have sent you written confirmation.

Your cancellation is only effective once you have received written confirmation from Convoy Travel (for example, a WhatsApp reply or email confirming that your booking has been cancelled).

Standard cancellation terms

Our standard cancellation terms are set out below. These apply unless different terms are agreed and confirmed in writing when you book (for example, for very large groups or specialist events):

  • More than 48 hours before the scheduled pick-up time: No cancellation charge. Any pre-paid amount is refunded in full.
  • Between 24 and 48 hours before the scheduled pick-up time: A cancellation charge of 50% of the total fare applies.
  • Less than 24 hours before the scheduled pick-up time or no-show: The full fare is charged.

Your exact cancellation terms, including any deposit and possible charges, will always be confirmed at the time of booking. If you are unsure, please ask us to confirm your cancellation conditions in writing.

Deposits, payments and refunds

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, and whether it is refundable will depend on the nature of your booking and will be explained at the point of booking. If you would like to check how cancellation would affect your specific payment or deposit, please contact us directly and we will confirm the position in writing.

Where a refund is due under this Policy (for example, because you cancel in line with the notice periods above or we cancel your journey), we will process it using the same payment method used for the original booking, unless we agree another method with you.

We will normally initiate refunds within 5 to 10 working days of confirming the cancellation. 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.

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 we have not been informed of a delay or cancellation.

In the event of a no-show:

  • Our driver will wait for a reasonable period, taking into account any waiting time agreed at the time of booking.
  • If we are unable to reach you and no contact is made, the journey may be treated as completed and the full fare will be charged and no refund will be available.
  • Additional waiting time and parking charges (if applicable) may be added to your fare if you arrive significantly later than the agreed time.

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.

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 this may not always be available, especially at short notice.

Changes may affect the price of your journey and could still 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.

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 terms that apply to your specific booking, please contact us using one of the following methods:

Last updated: September 2026