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.

1. Contact details

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

Website: convoytravel.co.uk
Phone: 07757 236820
Email: info@convoytravel.co.uk

2. Booking and confirmation

You can request a booking by phone or WhatsApp 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 by WhatsApp or phone with a clear confirmation. If you do not receive a 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 by WhatsApp or phone.

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.

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).

4. Payment

Unless otherwise agreed in advance, payment is due in full on the day of travel, at or before the end of the journey.

We accept payment by cash or card. 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 advance.

5. Cancellations and no-shows

If you need to cancel your journey, please let us know as soon as possible by phone or WhatsApp.

We prefer at least 24 hours' notice for cancellations. Where you give at least 24 hours' notice, no cancellation fee will normally be charged.

If you cancel with less than 24 hours' notice, or fail to show up at the agreed pick-up point (a “no-show”), we may charge a cancellation fee up to the full fare, to cover the driver's time and any costs incurred.

For airport and long-distance journeys, we may ask for a deposit. Where a deposit has been paid, we will explain in advance whether it is refundable and on what terms.

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 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.

10. Licensing and legal compliance

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.