Terms & Conditions

1. Booking & Payment Terms

• Advance booking: All journeys must be booked in advance to ensure driver availability and vehicle allocation.
• Deposits: To secure a private hire, day tour, or heritage itinerary, a deposit (typically 20% or as specified in your quote) must be paid via our secure SumUp payment link or direct bank transfer.
• Balance payment: The remaining balance must be paid before travel begins or directly to the driver at the start of the journey using cash or contactless/card payment via our SumUp terminal.
• Pricing & currency: All quotes and prices are in British Pounds Sterling (£ GBP). Fares include fuel, driver costs, live flight tracking, and standard waiting time as outlined in Section 2. Fares exclude driver gratuities, hotel accommodation, venue entry fees, ferry tickets, and parking or toll fees unless explicitly stated in your quote.

2. Airport Pickups, Wait Times & Flight Tracking

• Flight tracking: For airport pickup bookings, we monitor live flight status using the flight details provided during booking.
• Airport pickups: Up to 60 minutes of complimentary waiting time is included after your flight's actual landing time.
• Non-airport pickups: Up to 15 minutes of complimentary waiting time is included from the agreed scheduled time for hotel and private-address pickups.
• Extended delays: If you experience delays at immigration or customs beyond the 60-minute airport allowance, please notify us immediately by phone or WhatsApp. Additional waiting time after the free allowance may be charged at our standard hourly rate of £30 per hour (or part thereof), subject to driver availability.

3. Cancellation & Refund Policy

We understand travel plans can change. Cancellations must be submitted in writing via email or WhatsApp.

• More than 48 hours before pickup: Full refund of deposit or pre-payment, minus any non-refundable third-party processing fees.
• 24 to 48 hours before pickup: 50% of the total booking fare will be charged.
• Less than 24 hours before pickup or no-show: 100% of the total booking fare will be charged, and no refund will be issued.
• Passenger no-show: A passenger is deemed a no-show if they fail to make contact or meet the driver within 60 minutes of flight landing for an airport pickup, or within 30 minutes of the scheduled pickup time for a non-airport pickup.

4. Passenger Behavior & Vehicle Care

• Passenger conduct: Passengers are expected to behave respectfully. The driver reserves the right to refuse carriage or terminate a journey without refund if a passenger exhibits abusive, illegal, intoxicated, or unsafe behavior.
• Food, drink & smoking: Smoking, vaping, and consumption of hot food or alcohol are strictly prohibited inside our vehicles unless prior written consent has been granted.
• Vehicle damage & soilage: A minimum cleaning fee of £150 will be charged for accidental soilage, damage, or spillage requiring professional valeting.

5. Luggage & Capacity Policy

• Luggage limits: Passengers must notify us in advance of extra-large luggage, golf bags, foldable wheelchairs, or baby strollers. Luggage must fit safely within the boot space of the allocated vehicle.
• Safety limits: The driver reserves the right to refuse excessive luggage that compromises vehicle safety or exceeds manufacturer loading limits.
• Valuables: Highland & Harbour Travels is not responsible for personal items left behind or damaged during travel. Passengers are advised to ensure all belongings are gathered when leaving the vehicle.

6. Vehicle Allocation & Unforeseen Events

• Vehicle substitution: We make every effort to provide the exact vehicle class booked. If an allocated vehicle becomes unavailable, for example due to an unexpected mechanical breakdown, we reserve the right to supply an equivalent or upgraded vehicle at no extra charge.
• Events beyond our control (force majeure): Highland & Harbour Travels accepts no liability for delays or route changes caused by extreme weather conditions, road closures, heavy traffic accidents, ferry cancellations, or other events beyond our reasonable control. In these events, every effort will be made to safely complete your journey or assist with alternative arrangements.