Private Hire Terms & Conditions

Effective from: 07/09/2026

1. About these terms

These terms apply to private hire transport provided by McColl’s Travel Limited (“McColl’s”, “we”, “us” or “our”). They form part of the contract between McColl’s and the person, business or organisation making the booking (“the Hirer”).

These terms do not apply where the transport forms part of a package organised by McColl’s to which separate package-travel terms apply. Where the Hirer combines our transport with accommodation, admission, excursions or other travel services for sale or supply to other people, the Hirer is responsible for determining and complying with any obligations it may have under the Package Travel and Linked Travel Arrangements Regulations 2018.

Nothing in these terms excludes or restricts any legal right or liability that cannot lawfully be excluded or restricted.

2. The Hirer and responsible person

The Hirer enters into the contract for themselves and, where applicable, on behalf of the passengers in their party. If the Hirer is a company, club, school, group or other organisation, it must nominate an individual as the responsible person.

If the Hirer will not travel, they must provide the name and contact details of a representative who will travel and who is authorised to give reasonable operational instructions on the Hirer’s behalf. We will normally accept instructions only from the Hirer or that representative.

The Hirer must take reasonable steps to ensure that passengers comply with these terms and with lawful and reasonable instructions given by the driver or McColl’s. The Hirer may be responsible for reasonable additional costs, damage or exceptional cleaning caused by the acts or omissions of the Hirer or their passengers, as set out below.

3. Quotations

A quotation is based on the information supplied by the Hirer, including the date, passenger numbers, vehicle requirements, pick-up and destination details, route, timings, stops, luggage, accessibility requirements and nature of the event.

Unless stated otherwise:

• a quotation is valid for 14 days;
• it is subject to a suitable vehicle and driver remaining available when the booking is accepted;
• it covers the vehicle, driver and the journey described in the quotation only;
• it does not include parking, tolls, ferries, admission charges, accommodation, meals or other third-party costs unless expressly stated; and
• no VAT is added to the quoted private-hire passenger transport price. Any ancillary item to which VAT is legally applicable will be identified separately.

The route shown or discussed is an estimate. The driver may use another reasonable route because of safety, traffic, road restrictions, vehicle suitability or operational conditions.

4. Booking and formation of the contract

A quotation is not a confirmed booking. The contract is formed when McColl’s issues written booking confirmation after receiving any deposit or payment required by us, unless we expressly confirm another arrangement in writing.

The booking confirmation, quotation, agreed itinerary and these terms together form the contract. The Hirer must check the confirmation promptly and tell us immediately if anything is incorrect.

Any amendment must be agreed by McColl’s. A request is not accepted merely because it has been sent to us.

5. Deposit and payment

Unless we agree otherwise in writing, the deposit required to secure a booking is:

• £100 where the total hire price is £1,000 or less; or
• 10% of the total hire price where the total hire price exceeds £1,000.

The deposit forms part of the total hire price and is not an additional charge.

The remaining balance must be received no later than seven days before the hire begins, unless the booking confirmation states another payment date. Bookings made within seven days of departure must be paid in full when confirmed.

If payment is not received on time, we may give the Hirer a reasonable opportunity to pay. If payment remains outstanding, we may treat the booking as cancelled by the Hirer and apply the cancellation provisions in section 7.

For business-to-business bookings, we reserve any right to charge statutory interest and recovery costs on overdue sums. We will not apply statutory business late-payment interest to a consumer booking.

6. Changes requested by the Hirer

The Hirer must contact us as soon as possible if they wish to change the date, times, route, stops, passenger numbers, vehicle requirements or any other booking detail.

We will try to accommodate a requested change but cannot guarantee that we can do so. A change may result in a revised price to reflect reasonable additional mileage, driving time, waiting time, vehicle requirements, staff costs or third-party charges. We will explain the basis of any additional charge before accepting the change where reasonably practicable.

A change of date is subject to availability. If we cannot accommodate it, the request may be treated as a cancellation by the Hirer. A material reduction in the booking may also be treated as a partial cancellation where it causes us a loss that cannot reasonably be avoided.

7. Cancellation by the Hirer

The Hirer must notify us as soon as possible if they wish to cancel. Cancellation takes effect when it is received by McColl’s.

The following cancellation charge will normally apply as a percentage of the total hire price:

Notice received before departure:

• 28 days or more 10% or £50, whichever is greater

• 14–27 days 50%

• 7–13 days 60%

• 3–6 days 75%

• 1–2 days 85%

• On the day of hire or after the hire should have begun 100%

The deposit will be applied towards the cancellation charge. If the cancellation charge is greater than the amount already paid, the balance will be payable. If it is lower, any excess payment will be returned.

These charges are intended to reflect the losses we are likely to incur, including reserved vehicle and driver capacity, administration and the reduced opportunity to accept another booking. For consumer bookings, we will not retain more than our reasonable net loss. We may reduce the charge where we avoid costs or obtain a replacement booking that reduces our loss.

The Hirer must also pay any non-refundable accommodation, meals, ferries, admission tickets or other third-party costs which we purchased at their request, provided those costs were disclosed or reasonably incurred for the booking.

Cancellation by the Hirer because of weather, a change of plans, passenger illness, event cancellation or another circumstance affecting the Hirer will normally be subject to this section. If McColl’s decides that the journey cannot operate safely, section 8 will apply instead.

The Hirer is strongly advised to arrange suitable event or travel insurance.

8. Cancellation by McColl’s and events outside our control

We may cancel, suspend or materially alter the hire where necessary because of severe weather, unsafe road conditions, road closure, police or government instruction, civil disorder, industrial action, natural disaster, public-health restriction or another event outside our reasonable control.

Where such an event prevents us from providing the hire, we will offer, where reasonably possible, an alternative arrangement, a change of date, or a refund of the amount paid for the transport we cannot provide. We will not normally reimburse taxi fares, replacement transport, missed events, accommodation or other consequential costs, unless we expressly agree otherwise or payment is required by law.

We may also cancel if the Hirer:

• fails to pay by the required date;
• materially changes the agreed booking without our acceptance;
• provides materially inaccurate or incomplete information;
• requests an unlawful or unsafe journey; or
• commits a serious breach of these terms.

Any refund in those circumstances will be determined under the applicable cancellation provisions and after deducting reasonable costs or losses caused by the breach.

Nothing in this section limits any legal remedy where McColl’s has failed to provide the service with reasonable care and skill.

9. Departure times, routes and passenger delays

The vehicle will operate to the itinerary and times shown in the booking confirmation, subject to traffic, road conditions, safety and events outside our reasonable control.

The Hirer or their representative is responsible for:

• ensuring that passengers are ready at the agreed place and time;
• checking that all passengers are present before departure;
• providing a working contact number for the day of travel; and
• telling passengers about the agreed return or onward departure time.

The driver is not required to delay departure for missing or late passengers. Where operationally possible, the driver may wait or accommodate a reasonable delay, but additional reasonable costs may be charged where passenger delay causes extra waiting time, mileage, staff cost, parking cost, a requirement for another driver or vehicle, or disruption to another booking.

If a flight, ferry, event or other connecting service is delayed, the Hirer must contact us as soon as possible. We will make reasonable efforts to accommodate the delay, subject to vehicle and driver availability and drivers’ hours law. We cannot guarantee that the vehicle will be able to wait indefinitely.

10. Drivers’ hours and lawful operation

Drivers’ driving time, breaks and duty periods are controlled by law. The itinerary and timings must be capable of lawful operation.

Neither the Hirer nor any passenger may require the driver to continue or alter a journey in a way that would breach drivers’ hours, road traffic, vehicle safety or other legal requirements. The driver may take a required break, alter the route or timing, or refuse a requested variation where necessary to operate lawfully and safely.

If passenger delay or a Hirer-requested change creates a risk of a legal breach, we may revise or curtail the itinerary or provide an additional driver or vehicle where available. The Hirer will be responsible for reasonable additional costs resulting from a matter within their control.

11. Vehicle to be provided

We will provide a vehicle with sufficient legal capacity and reasonably suitable for the booking information supplied.

We may:

• provide a larger vehicle at no additional charge;
• substitute another reasonably suitable vehicle;
• provide more than one vehicle to meet the agreed capacity; or
• arrange for another properly licensed and insured operator to provide all or part of the hire.

No additional charge will arise merely because passengers use seats available on a larger substitute vehicle, provided the agreed passenger number has not increased.

We cannot guarantee a particular registration number, fleet number, make, model, age, colour, seating layout or onboard feature unless it is expressly guaranteed in the booking confirmation. Photographs are illustrative unless the identified vehicle is expressly guaranteed.

If a substitute represents a material reduction in an expressly agreed feature or standard, we will offer an appropriate price adjustment or other reasonable remedy. McColl’s remains responsible for the performance of a subcontractor selected by us to fulfil our transport obligations.

The Hirer does not have use of the vehicle between outward and return journeys, and the vehicle is not required to remain at the destination, unless this is expressly included in the booking confirmation.

12. Passenger numbers and capacity

The Hirer must provide an accurate passenger number, including all children and infants. The legal seating or carrying capacity must never be exceeded.

The driver may refuse to carry passengers above the agreed number or legal capacity. We are not obliged to provide an additional or larger vehicle at the time of travel. If we can do so, the Hirer will be responsible for the reasonable additional cost.

Standing is permitted only where the vehicle is legally approved for standing passengers and McColl’s has agreed to operate the hire on that basis. Otherwise, passengers must remain seated while the vehicle is moving.

13. Children, supervision and seat belts

The Hirer must tell us when children or infants will travel and provide their ages where requested, so that we can assess vehicle suitability and legal requirements.

Every child and infant must be included in the passenger total. Children must not share a seat or travel on another passenger’s lap while the vehicle is moving unless McColl’s has expressly confirmed in writing that a particular lawful arrangement applies.

Where seat belts are fitted, passengers must use them as required by law. The Hirer, group leader, parent or responsible adult is responsible for supervising children and taking reasonable steps to ensure they use the restraints provided.

The Hirer must discuss any intended child seat or specialist restraint with us before booking. The Hirer is responsible for supplying and fitting it unless the booking confirmation expressly states otherwise. We cannot guarantee that a customer-supplied restraint will be compatible with the vehicle.

Children must be adequately supervised throughout the hire. On school, youth or organised group hires, the Hirer must provide the number of responsible adults required by the relevant authority, school, governing body or risk assessment.

14. Accessibility, wheelchairs and mobility aids

We will make reasonable adjustments for disabled passengers in accordance with applicable law. The Hirer should tell us about known accessibility requirements at the quotation or booking stage so that we can allocate a suitable vehicle and plan safe boarding, restraints and luggage arrangements.

The Hirer must provide accurate information about any wheelchair, mobility scooter or other mobility aid, including dimensions, combined user and equipment weight, and whether the passenger will transfer to a passenger seat.

A passenger remaining in a wheelchair may travel only in an appropriate wheelchair space using the vehicle’s approved restraint system. Wheelchairs and mobility equipment must be compatible with the vehicle and capable of being carried safely. Mobility scooters are accepted only where agreed and assessed as suitable.

Recognised assistance dogs are carried without charge. Advance notice is not a condition of carriage, although notice is encouraged so that we can make the journey as straightforward as possible.

15. Luggage and personal belongings

Luggage is carried subject to available capacity and safe loading limits. The Hirer must notify us in advance of unusually large, heavy, valuable or specialist items. The driver has the final decision on whether an item can be carried safely at the time of travel.

Luggage must not obstruct an aisle, doorway, stairway, driver, wheelchair space or emergency exit, and must be placed in the area directed by the driver. Dangerous, unlawful, leaking, insecure, offensive or unsuitable items will not be carried.

Passengers remain responsible for their personal belongings and should keep valuables with them. We will take reasonable care but are not responsible for loss or damage unless caused by our negligence or another matter for which liability cannot lawfully be excluded. The Hirer should arrange separate insurance for items of significant value.

16. Bicycles

Bicycles may be carried in a vehicle’s luggage hold where suitable hold space is available and the driver considers that they can be loaded safely. Carriage is not guaranteed unless expressly confirmed in writing.

Bicycles are not secured by McColl’s and may move during the journey. The owner is responsible for preparing and protecting the bicycle, including removing or securing loose accessories and using a suitable protective cover or padding. Bicycles must not be placed in the passenger compartment or obstruct emergency equipment.

Bicycles are carried at the owner’s risk in respect of scratching, movement or damage arising from the inherent nature of hold carriage. McColl’s does not accept liability for such damage unless it is caused by our negligence or liability cannot otherwise lawfully be excluded.

An e-bike may be refused if its battery is damaged, unsafe or otherwise presents a risk. Batteries must not be removed, charged or handled on the vehicle without the driver’s permission.

17. Animals

Pets and other animals may be carried only where McColl’s has agreed in writing before the hire. Any agreed animal must remain under proper control and must not create a danger, damage, excessive mess or unreasonable nuisance.

This advance-agreement requirement does not apply to a recognised assistance dog, which is dealt with under section 14.

18. Passenger conduct

The driver is responsible for the immediate safety of the vehicle and may refuse travel or require a passenger to leave at a safe and lawful place where that passenger:

• behaves in a violent, threatening, abusive, discriminatory or seriously disruptive way;
• endangers or is likely to endanger the vehicle, driver, passengers or other road users;
• damages, soils or interferes with the vehicle or its equipment;
• smokes or vapes on the vehicle;
• possesses or uses illegal drugs;
• refuses a lawful and reasonable instruction;
• appears so intoxicated that they cannot be carried safely; or
• otherwise acts unlawfully or seriously breaches these terms.

The driver may contact McColl’s, the police, the venue, school, contracting organisation or another appropriate authority. Drivers are not expected to use physical force to remove a passenger.

The Hirer is responsible for taking reasonable steps to manage their party and may be responsible for the reasonable costs caused by passenger misconduct.

No poster, banner, sign, decoration or notice may be attached to the vehicle without our written permission.

19. Food, drink and alcohol

Food and non-alcoholic drink may be consumed only with the driver’s consent. Consent may be refused or withdrawn where consumption is likely to cause a safety risk, strong smell, spillage, staining, mess or inconvenience.

Alcohol may be carried or consumed only where McColl’s has agreed in writing, the vehicle and journey are suitable, and it is lawful to do so. Agreement may be withdrawn by the driver if passenger behaviour or safety becomes a concern.

Alcohol is prohibited on vehicles travelling to or from a designated sporting event where the applicable Scottish legislation makes its possession or carriage unlawful. The Hirer must tell us if the hire is connected with a sporting event and must comply with venue conditions and police instructions.

20. Damage, soiling and exceptional cleaning

The Hirer is responsible for reasonable repair, replacement and exceptional cleaning costs resulting from deliberate, reckless or negligent acts or omissions by the Hirer or their passengers. This includes damage to seats, fittings, windows or equipment, and exceptional cleaning arising from smoking, vaping, food, drink, bodily fluids or excessive mess.

We do not operate a fixed damage or cleaning tariff. Any charge will reflect the reasonable cost actually incurred or reasonably estimated, including necessary specialist cleaning, repair, vehicle downtime and associated labour. We will provide reasonable details or supporting evidence of the charge on request.

Fair wear and tear and damage not caused by the Hirer or their passengers will not be charged.

21. Lost property

Items found on the vehicle are normally taken to our Dumbarton office. Non-perishable items are normally retained for 28 days. Perishable, dangerous, unhygienic or low-value items may be disposed of sooner. Sensitive or high-value items may be passed to the issuing body or police where appropriate.

A claimant must provide a satisfactory description and any proof of identity or ownership we reasonably request. Collection must be arranged with Customer Services. If we agree to post an item, the owner must pay reasonable postage and packaging costs in advance.

We take reasonable care of found property but are not responsible for items left on a vehicle or loss during return unless caused by our negligence. Unclaimed property may be disposed of, donated or otherwise dealt with in accordance with the law.

22. Delays, breakdowns and liability

Journey-time estimates are given in good faith. Traffic, roadworks, weather, passenger delays, incidents and other circumstances may affect actual journey times. The Hirer should allow a reasonable margin when planning an airport, ferry, event, appointment or onward connection.

If a vehicle breaks down or becomes unavailable, we will take reasonable steps to provide a replacement vehicle, alternative arrangement or other appropriate remedy. The replacement may be supplied by another properly licensed operator.

We are responsible for loss or damage that is a foreseeable result of our breach of contract or failure to exercise reasonable care and skill. We are not responsible for loss that was not reasonably foreseeable, was caused by inaccurate information or conduct by the Hirer or passengers, or arose from an event outside our reasonable control.

We do not normally reimburse the cost of taxis, replacement transport, missed flights, ferries, accommodation, admission or other consequential arrangements unless we agreed to meet that cost or payment is required by law.

We do not exclude or limit liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• breach of rights that cannot lawfully be excluded; or
• any other liability which the law does not allow us to exclude or limit.

Where the Hirer is acting wholly or mainly for business purposes, McColl’s is not liable for loss of profit, loss of business, loss of anticipated savings or indirect business loss, except where liability cannot lawfully be excluded.

23. Other operators and ancillary arrangements

Where McColl’s selects another operator to provide all or part of the transport, that operator will be properly licensed and insured, and McColl’s remains responsible to the Hirer for the performance of the transport contract.

Where, at the Hirer’s request, we arrange accommodation, meals, ferries, admission tickets or another service supplied by a third party, we may act solely as the Hirer’s booking agent for that service. The supplier’s terms will apply where they are provided or brought to the Hirer’s attention before the booking is completed. McColl’s is not responsible for the independent performance of a service which we clearly arranged only as agent, except for our own negligence in making the arrangement.

24. Complaints

Where reasonably possible, a concern should be raised with the driver or McColl’s at the time so that we have an opportunity to assist.

If it is not resolved, the Hirer should contact us promptly and preferably within 14 days after the hire, giving the booking reference, date, journey details and nature of the complaint. The 14-day period assists investigation but does not remove any statutory right or prevent a legal claim that may otherwise validly be made.

We aim to acknowledge a written complaint within 14 working days and aim to provide a substantive response within 28 days. More complex investigations may take longer, in which case we will provide an update.

25. Personal information and CCTV

We use booking and passenger information to provide the hire, take payment, communicate with the Hirer, meet legal obligations and manage safety and complaints. We may provide necessary information to a subcontracted operator or service supplier involved in the booking.

CCTV and, on some vehicles, audio or other recording systems may operate for safety, security, incident investigation, crime prevention and the protection of passengers, staff and property. Personal information is handled in accordance with our privacy information and applicable data-protection law.

26. General

If any part of these terms is found to be invalid or unenforceable, the remaining provisions will continue to apply.

Our failure to enforce a term on one occasion does not prevent us from enforcing it on another occasion.

No person other than McColl’s and the Hirer has a right to enforce the contract, except where the law provides otherwise.

We may update these terms for future bookings. The version supplied or made available when the relevant booking is confirmed will apply to that booking unless an amendment is agreed in writing.

These terms and any dispute or claim arising from them are governed by Scots law. The Scottish courts will have jurisdiction, without removing any right a consumer may have to bring proceedings in another court that has jurisdiction under applicable consumer law.

27. Contact details

McColl’s Travel Limited

Block 4C

Vale of Leven Industrial Estate

Dumbarton

G82 3PD

Email: customer.services@mccolls.org.uk

Telephone: 01389 754 321

Customer Services opening hours: Monday to Friday, 9:00am to 4:00pm, excluding public holidays