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

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07757 236820

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Terms & Conditions

These Terms & Conditions apply to all bookings made with Convoy Travel Ltd (“we”, “us”, “our”), a licensed private hire vehicle (PHV) operator based in Kilmarnock, East Ayrshire, Scotland. By making a booking with us, you agree to these terms.

These Terms & Conditions sit alongside our separate Booking Policy and Cancellation Policy. Please read all three documents together, as they form the basis of the agreement between you and us.

1. Contact details

Convoy Travel Ltd operates an 8-seater Ford Transit Custom private hire vehicle.

Website: convoytravel.co.uk
Phone: 07757 236820
Email: convoy2516@gmail.com

2. Booking and confirmation

You can request a booking by phone, WhatsApp, or email using the contact details above. When you contact us, please provide your name, contact number, pick-up address, destination, date and time of travel, number of passengers, and any special requirements (including mobility needs).

Your booking is confirmed only when we have replied to you in writing by WhatsApp or email with a clear confirmation. Phone calls, voicemails, or messages that do not receive a written confirmation may notify us of your request but do not, by themselves, confirm a booking. If you do not receive a written confirmation, you should treat your journey as not booked.

We reserve the right to refuse a booking where we reasonably believe we will not be able to provide the service safely, legally, or on time.

3. Fares

We will agree a fixed fare with you at the time of booking, based on the information you provide. This fixed fare will be confirmed to you in writing by WhatsApp or email.

There are no hidden extras. The agreed fare includes normal time for pick-up, journey time, and reasonable waiting time due to traffic and road conditions.

Parking charges are not included in the agreed fare. Where parking charges are actually incurred in providing your journey, they will be charged to you at cost in addition to the agreed fare.

We reserve the right to adjust the fare if you change your journey after booking, for example by changing the pick-up or drop-off location, adding extra stops, significantly changing the departure time, or increasing the number of passengers beyond the agreed booking (subject to vehicle capacity). Any additional waiting time beyond the 15-minute pick-up grace period may also result in an additional charge, which we will explain to you as soon as reasonably practicable.

4. Payment

Unless we agree otherwise in writing in advance, payment is normally due in full before the start of travel.

We accept payment by cash, card, or bank transfer. We do not accept cheques. Where payment is made by card, we may use a secure mobile card terminal or approved payment app.

For account or invoice customers (if agreed in writing), separate payment terms may apply and will be confirmed to you in writing in advance.

5. Cancellations and no-shows

If you need to cancel or change your journey, please let us know as soon as possible using the contact details above.

Cancellations and changes are only effective when we have confirmed them to you in writing by WhatsApp or email. Phone calls, voicemails, or messages that do not receive a written confirmation may notify us of your request but do not, by themselves, make a cancellation or change effective.

We will make reasonable attempts to contact you (for example by calling and/or sending a message to your provided number) and will allow a minimum grace period of 15 minutes after the agreed pick-up time, where it is safe and legal to do so. If we have been unable to make contact with you within that grace period, we may treat the booking as a no-show and may charge a fee, based on our actual loss, as described in our Cancellation Policy.

For airport and long-distance journeys, or for higher-value bookings, we may ask for an advance payment or deposit. Where a deposit is required, we will confirm the amount and due date in writing when we confirm your booking.

Our separate Cancellation Policy sets out the detailed rules on cancellations, no-shows, parking charges, deposits, and refunds, including any notice periods, percentages, and timings for processing refunds. If there is any inconsistency between this page and the Cancellation Policy on those points, the Cancellation Policy will apply to the extent of the inconsistency.

6. Passenger conduct

Passengers are expected to behave in a reasonable and respectful way towards the driver, other road users, and any other passengers.

The driver may refuse to start a journey, or may terminate a journey early, if in their reasonable opinion a passenger:

  • is abusive, threatening, or acting in an unsafe or disorderly manner
  • appears to be under the influence of alcohol or drugs to a level that may cause risk to safety
  • refuses to wear a seat belt without a valid exemption
  • attempts to smoke, vape, or consume illegal substances in the vehicle

If a journey is refused or ended early because of unacceptable behaviour, the full or a proportionate part of the fare may still be charged. Any additional costs reasonably incurred (for example, additional cleaning or repairs) may also be charged.

Deliberate or careless damage to the vehicle or its equipment (including soiling of seats or interior) will be charged to the passenger responsible, or to the person who made the booking. Charges may include the cost of cleaning, repairs, and any loss of earnings where the vehicle is taken out of service.

7. Luggage and personal belongings

We are happy to carry reasonable amounts of luggage, provided it can be safely loaded into the vehicle without blocking exits or compromising safety. The driver has the final say on what can be carried.

Please tell us at the time of booking if you will be travelling with large items (such as pushchairs, sports equipment, or musical instruments) so we can confirm whether they can be carried.

Passengers are responsible for loading and unloading their own luggage unless the driver offers assistance. You are responsible for ensuring that your belongings are taken with you when you leave the vehicle.

We are not responsible for loss of or damage to luggage or personal items, unless this is caused by our negligence.

8. Accessibility and mobility aids

Our 8-seater Ford Transit Custom may not be suitable for all mobility needs, but we will always do our best to assist.

Please tell us at the time of booking if you or anyone in your party uses mobility aids (such as a wheelchair, walking frame, or mobility scooter), or has any other accessibility requirements. This allows us to confirm whether we can safely accommodate you and your equipment.

Where we cannot safely provide the service requested, we will let you know as soon as possible so you can make alternative arrangements.

9. Liability and delays

We will take reasonable care to get you to your destination safely and on time. However, journey times are estimates only and cannot be guaranteed.

We are not liable for any loss, cost, or inconvenience you suffer as a result of delays or missed connections caused by events outside our reasonable control. This includes, for example, traffic congestion, road closures, roadworks, accidents, extreme weather, police incidents, or other unforeseen events.

We are not liable for indirect or consequential losses such as missed flights, trains, or appointments, loss of income, or business losses, unless we have expressly agreed otherwise in writing and you have given us all relevant information when making the booking.

Nothing in these Terms & Conditions limits or excludes our liability for death or personal injury caused by our negligence, or any other liability which cannot be limited or excluded under Scots law.

Convoy Travel Ltd operates as a licensed private hire operator regulated by East Ayrshire Council. Our vehicles and drivers are licensed in accordance with the Council’s requirements and relevant legislation.

All passengers must comply with applicable laws and regulations while using our services, including seat belt laws and any conditions of carriage set by the licensing authority.

11. Complaints and feedback

If you are unhappy with any part of our service, please contact us in the first instance using the details above so we can try to resolve the issue quickly and informally.

If you believe we have breached licensing requirements, you may also contact East Ayrshire Council as the licensing authority.

12. Changes to these Terms & Conditions

We may update these Terms & Conditions from time to time. The version that applies to your booking will be the version published on our website, or otherwise provided to you, at the time your booking is confirmed.

13. Governing law

These Terms & Conditions, and any dispute or claim arising out of or in connection with them, are governed by and interpreted in accordance with the law of Scotland. The Scottish courts will have jurisdiction over any such dispute or claim, subject to any mandatory legal rights you may have as a consumer.