Website: excellencetravel.co.uk
Email: bookings@excellencetravel.co.uk
Welcome to Excellence Travel (“Excellence Travel”, “we”, “us” or “our”). By requesting a quotation, making a booking, paying a deposit or using our transportation services, you confirm that you have read, understood and agreed to these Terms & Conditions.
These Terms & Conditions are intended to clearly explain the terms under which our transportation services are booked and provided, together with the responsibilities of Excellence Travel, the Hirer and all passengers travelling under the booking.
We recommend that you read these Terms & Conditions carefully before confirming your booking.
All bookings made through Excellence Travel are subject to these Terms & Conditions. A booking will be considered confirmed and binding once:
A quotation or provisional price does not constitute a confirmed booking until the booking has been accepted and the required payment has been received.
Customers are responsible for providing complete and accurate information when requesting or confirming a booking. This includes travel dates, pickup and drop-off locations, pickup and departure times, number of passengers, flight details, luggage requirements, vehicle requirements, special assistance requirements and any other information relevant to the journey.
Any inaccuracies or subsequent changes to the information originally provided may affect the availability, vehicle requirements or price of the booking. Customers must notify Excellence Travel as soon as possible if any booking information changes.
A deposit is generally non-refundable, subject to the cancellation provisions contained within these Terms & Conditions and any applicable charges relating to additional services.
Passengers are required to remain seated while the vehicle is in motion and must follow reasonable safety instructions given by the driver.
All quotations provided by Excellence Travel are based on the information supplied by the customer at the time the quotation is prepared.
Unless expressly stated otherwise, a quotation includes only the services and requirements specifically outlined in the quotation.
Additional charges may apply where the customer requests changes or additional services after the quotation has been issued or the booking has been confirmed.
Such charges may include:
All quotations are subject to availability. Where the requirements of a journey change substantially after a quotation has been provided, Excellence Travel reserves the right to review and amend the quoted price accordingly.
Once a booking has been confirmed, the agreed journey details will form the basis of the transportation service.
Customers should carefully review their confirmation and notify Excellence Travel immediately if any information is incorrect.
Excellence Travel cannot accept responsibility for errors or additional costs resulting from incorrect information supplied or approved by the customer.
Any amendments to a confirmed booking may be subject to availability and additional charges.
Excellence Travel will take reasonable care in arranging and managing the services included within a confirmed booking.
However, Excellence Travel shall not be responsible for circumstances outside our reasonable control, including traffic congestion, road closures, road traffic incidents, accidents, severe weather, delays caused by unforeseen circumstances, vehicle breakdowns, driver unavailability, government restrictions, industrial action or other circumstances beyond our reasonable control.
Excellence Travel is not responsible for the loss, theft or damage of luggage or personal belongings carried by passengers, except where liability cannot legally be excluded.
Customers are responsible for the conduct of themselves and members of their travelling party. The Hirer may be held responsible for damage, loss, additional cleaning costs or other expenses caused by members of their party.
Where appropriate, civil or criminal proceedings may be pursued in cases involving deliberate damage, serious negligence, theft, assault, threatening behaviour or other unlawful conduct.
Nothing in these Terms & Conditions excludes or limits any liability that cannot legally be excluded or limited.
A minimum 40% deposit is required to secure a booking unless another amount has been agreed in writing. Payment of the deposit confirms the customer’s acceptance of the booking and these Terms & Conditions.
Deposits are non-refundable except where Excellence Travel is unable to fulfil the agreed journey, subject to any applicable third-party charges.
If the customer cancels a confirmed booking, the following cancellation charges will apply unless otherwise agreed in writing:
The cancellation period will be calculated based on the scheduled departure date and time of the booking.
Where additional services have been arranged, including accommodation, meals, ferries, attractions or other services, any applicable cancellation charges for those services will also apply.
Where a particular service has been booked on a non-refundable basis, the relevant non-refundable amount may be deducted from any refund due.
No automatic special concession or refund will be provided where a customer cancels a booking because of personal illness, a pandemic, epidemic or similar circumstances.
Customers are encouraged to obtain suitable travel insurance to protect against circumstances that may prevent them from travelling.
Any cancellation or rearrangement will remain subject to the applicable cancellation terms and any costs already committed in connection with the booking.
Any difference in price resulting from the new travel date, vehicle requirements, route or additional services will be payable by the customer. All rearrangements are subject to availability.
Excellence Travel reserves the right to cancel, suspend or amend a booking where circumstances make it necessary or impractical to provide the journey as originally arranged.
Such circumstances may include vehicle breakdown, driver unavailability, accidents, severe weather, road closures, safety concerns, government restrictions, industrial action, unforeseen circumstances or other events beyond our reasonable control.
Where possible, Excellence Travel will make reasonable efforts to arrange an alternative vehicle or suitable alternative transportation.
Where a substitute vehicle is required, it may differ from the originally discussed vehicle in terms of size, make, model, specification, colour or appearance.
Where Excellence Travel is unable to fulfil the journey and no suitable alternative can reasonably be arranged, the amount paid for the affected transportation service will be refunded.
Excellence Travel will not be responsible for additional expenses incurred by the customer as a result of cancellation or disruption, including alternative transportation, accommodation, missed flights, missed events or other consequential costs, except where liability cannot legally be excluded.
The Hirer is responsible for ensuring that all members of their party comply with these Terms & Conditions. The Hirer is responsible for any damage caused to the vehicle, fittings or equipment by members of their party;
additional charges resulting from route deviations; additional stops requested during the journey; delays caused by late-arriving passengers; additional waiting time; providing accurate passenger numbers; providing accurate luggage information; ensuring passengers follow reasonable instructions from the driver; and ensuring that all members of the group behave responsibly.
Any additional costs resulting from actions or requests made by the customer may be charged to the Hirer.
For the safety, comfort and wellbeing of all passengers and the driver, certain standards of behaviour must be maintained throughout the journey.
Guide and assistance dogs are permitted where applicable. All other animals require prior approval.
Luggage must be stored safely and must not obstruct gangways, emergency exits, doors or safety equipment.
Drivers have the right to refuse travel to passengers who cause a nuisance or disturbance; pose a safety risk; behave aggressively, abusively or threateningly; are excessively intoxicated; refuse to follow reasonable instructions; or deliberately misuse or damage the vehicle.
Where travel is refused or terminated as a result of passenger misconduct, the customer may remain responsible for the full booking amount and any resulting costs or damages.
A No-Show occurs when a passenger or group fails to meet the driver at the agreed pickup location within the applicable waiting period.
In the event of a No-Show, the full booking amount may be charged and any prepaid amount will generally be non-refundable.
For airport collections, drivers will wait for up to one hour after the scheduled flight landing time, unless another waiting arrangement has been agreed in advance.
Customers are responsible for providing accurate flight details when booking an airport transfer.
If a flight is delayed, cancelled or missed, customers should notify Excellence Travel as soon as possible. Additional waiting time, parking charges or other costs resulting from flight delays may be charged to the customer.
For standard pickups, passengers should be ready at the agreed pickup location at the confirmed collection time. A waiting period of up to 15 minutes may be permitted for standard pickups unless otherwise agreed.
Waiting time exceeding 15 minutes may incur additional charges.
Where passengers are delayed, they should contact Excellence Travel as soon as possible.
For airport collections, the applicable waiting period will generally begin from the actual landing time of the scheduled flight.
Drivers have full authority over the vehicle during the journey and may make reasonable decisions relating to passenger safety and the safe operation of the vehicle.
Passengers must follow reasonable instructions provided by the driver.
Excellence Travel may arrange transportation using suitable vehicles and appropriately qualified drivers.
Where necessary, a booking may be fulfilled using an alternative vehicle or service arrangement that reasonably meets the requirements of the booking.
Excellence Travel accepts no liability for delays caused by traffic, road closures, vehicle breakdowns, adverse weather or circumstances beyond our reasonable control.
Customers remain responsible for their personal belongings.
Child seats, where provided, are used at the parent or guardian’s discretion unless otherwise required by law. Customers are responsible for ensuring that all booking details are accurate.
Customers must provide accurate information regarding the number of passengers and amount of luggage at the time of booking.
The number of passengers must not exceed the legal or safe capacity of the vehicle.
Where luggage requirements exceed the available capacity, an alternative vehicle or additional vehicle may be required and additional charges may apply.
Customers must notify Excellence Travel in advance of any oversized, specialist or unusual luggage. Excellence Travel reserves the right to refuse luggage that cannot safely or legally be carried.
Full payment must be received before departure unless another arrangement has been agreed in writing.
Duplicate or incorrect payments may be refunded subject to a 22.5% administration fee, where applicable.
Additional charges may apply for waiting time exceeding 15 minutes, additional mileage, additional stops, route deviations, parking, tolls, ferry charges, additional vehicles, changes to the agreed itinerary, additional services or other expenses incurred at the customer’s request.
Trailers are available only when booked in advance and may be subject to additional charges from £40 each way.
Any request to change a confirmed booking should be made as soon as possible.
Changes may include travel date, pickup time, pickup location, destination, number of passengers, vehicle requirements, route, itinerary or additional services.
All changes are subject to availability and may result in additional charges or applicable rearrangement fees.
Excellence Travel cannot guarantee that changes requested after confirmation will be possible.
All journeys must comply with applicable road safety and driver working-time requirements.
For long-distance journeys, tours and multi-day travel, the itinerary may need to include appropriate driver breaks and rest periods.
Where an itinerary requires adjustment to comply with legal or safety requirements, customers agree to cooperate with reasonable changes to the schedule.
The safety of passengers, drivers and other road users will always take priority.
Trailers and additional equipment must be requested at the time of booking or before the journey wherever possible. Availability is subject to the vehicle, route and operational requirements.
Trailers may be available from £40 each way.
Additional equipment or specialist requirements may incur additional charges.
Customers should avoid travelling where they are experiencing symptoms of an infectious illness that could reasonably put other passengers or the driver at risk.
Face coverings may be recommended where appropriate.
Vehicles should be cleaned regularly, particularly high-contact surfaces. Vehicles should be ventilated where reasonably possible.
Any health and safety requirements imposed by law or relevant authorities must be followed.
Where a booking includes additional services such as accommodation, meals, ferries, attractions or other services supplied by third parties, those services may be subject to separate terms, conditions and cancellation policies.
Customers may be responsible for any cancellation charges, amendment fees or additional costs imposed by the relevant service provider.
Where such services have been included within a quotation, the relevant terms will apply in addition to these Terms & Conditions.
Any item found in a vehicle should be reported to Excellence Travel as soon as possible.
While reasonable efforts may be made to assist in recovering lost property, Excellence Travel cannot guarantee the recovery or return of any item.
Customers are responsible for arranging the return of recovered property where applicable, and any associated delivery costs may be payable by the customer.
Any concerns or complaints relating to a booking or journey should be submitted to
bookings@excellencetravel.co.uk.
Customers should provide their booking reference, travel date, passenger name, details of the journey and full details of the complaint or issue.
Complaints should be submitted as soon as reasonably practicable following the relevant journey or incident. Excellence Travel will make reasonable efforts to investigate complaints and provide an appropriate response.
No posters, advertisements, promotional materials or notices may be displayed on vehicles without prior written permission.
Excellence Travel takes reasonable care to ensure that information published on its website is accurate and up to date.
However, photographs, vehicle images, descriptions and other promotional material may be provided for general or illustrative purposes and may not represent the exact vehicle allocated to a particular booking unless specifically confirmed.
Prices, availability and services displayed online may be changed or withdrawn without notice.
While we take reasonable steps to maintain the availability of our website, temporary interruptions, technical problems, errors, omissions or delays may occur.
Excellence Travel does not guarantee that the website will always be available or completely free from technical errors.
We reserve the right to update, modify, suspend or discontinue any part of the website where necessary.
Personal information provided during the booking process may be used for the purposes of processing, managing and fulfilling the customer’s booking.
This may include customer name, contact information, pickup and destination details, passenger information, flight information and other information reasonably required to provide the requested service.
Personal information will be handled in accordance with applicable UK data protection and privacy laws.
Customers should refer to our Privacy Policy for further information regarding the collection, use and protection of personal information.
Excellence Travel shall not be responsible for any failure or delay in providing services where the circumstances arise from events beyond our reasonable control.
Such circumstances may include severe weather, flooding, natural disasters, accidents, road closures, major traffic disruption, government restrictions, industrial disputes, civil unrest, pandemics or epidemics, vehicle or infrastructure failures or other unforeseen circumstances.
Where reasonably possible, Excellence Travel will make reasonable efforts to minimise disruption and assist customers with alternative arrangements.
The customer may be responsible for reasonable costs resulting from damage caused to the vehicle by members of the travelling party, excessive cleaning requirements, deliberate or negligent misuse of the vehicle, unauthorised route changes, additional waiting time, additional mileage, additional stops or other costs arising from requests or actions of the customer.
Where appropriate, Excellence Travel reserves the right to recover reasonable costs incurred as a result of such circumstances.
Excellence Travel will take reasonable care in arranging and managing transportation services.
However, we cannot accept responsibility for circumstances outside our reasonable control, including traffic, road closures, weather, accidents, breakdowns, delays or other unforeseen events.
We will not be responsible for indirect or consequential losses, including loss of profits, loss of business, loss of revenue, loss of anticipated savings, missed opportunities or business interruption, except where such liability cannot legally be excluded.
Nothing within these Terms & Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited by law.
By requesting a quotation, confirming a booking, paying a deposit or making any payment towards a booking, you confirm that you have read, understood and agreed to these Terms & Conditions.
These Terms & Conditions apply to all bookings made through Excellence Travel unless specific written terms have been agreed with the customer.
By proceeding with a booking, the customer confirms their acceptance of the applicable booking details, payment requirements, cancellation conditions and responsibilities contained within these Terms & Conditions.
Excellence Travel looks forward to providing you with a safe, reliable and comfortable journey.
