Buffay Travel LTD T/A Buffay Travel Terms and Conditions
Effective Date: February 20th, 2025
Introduction
Section A: Private Hire and Airport Transfers
Section B: Senior-Friendly Day Trips from Care Homes/Corporate
General Provisions
Introduction
These Terms and Conditions (“Terms”) govern the services provided by Buffay Travel (“Company,” “we,” “us,” or “our”) to clients (“you” or “your”). By booking our services, you agree to comply with and be bound by these Terms.
Section A: Private Hire and Airport Transfers
All bookings are confirmed in writing by email with a confirmation of the booking document, it is the hirers responsibility to ensure that the travel details on this confirmation are correct and accurate and notify us of any inaccuracy as soon as possible.
It is important that all the passengers are ready at the agreed meeting time to enable the driver to meet the obligation for appointments with other scheduled clients, if passengers delay the driver more than 15 minutes we reserve the right to invoice or charge for waiting time.
All bookings must be paid for before the first leg of the journey (please refer to your booking confirmation for specific details), this includes any return booking.
1. Booking Confirmation and Deposit
• Deposit Requirement: To confirm a booking, a non-refundable deposit is required – please refer to your booking quotation or invoice for your specific deposit amount.
• Payment Methods: Deposits can be made via bank transfer, credit/debit card, or other methods as agreed upon at the time of booking.
2. Payment Terms
• Balance Payment: The remaining balance must be paid in full no later than 14 days prior to the scheduled departure date.
• Late Payments: Failure to pay the balance by the due date may result in cancellation of the booking and forfeiture of the deposit.
3. Cancellations and Refunds
• Client-Initiated Cancellations:
• More than 14 Days Before Departure: The aforementioned deposit is non-refundable; any additional payments made will be refunded.
• Between 14 Days and 48 Hours Before Departure: A cancellation fee of 50% of the total booking cost will be charged; the remaining balance will be refunded.
• Less Than 48 Hours Before Departure: No refunds will be issued.
• Company-Initiated Cancellations:
• In the unlikely event that we must cancel your booking, a full refund, including the deposit, will be provided.
• No-Show Policy:
• If the client fails to arrive at the designated pickup location within 15 minutes of the scheduled time without prior notification, it will be considered a no-show, and no refund will be issued.
• For changes please update driver at: 0330 043 5773 / 07544 003 925 (Mobile is out of hours only)
• Flight Delays:
• We monitor flight arrivals to accommodate delays. However, if a flight is delayed beyond 60 minutes, additional waiting charges may apply.
• Flight Collections:
• Incoming flights allow 45 mins free waiting time after which waiting charges will apply. Our waiting charges are £10.00 per hour after the free 45 minutes waiting period.
4. Amendments to Bookings:
• Requests for changes must be made in writing at least 14 days before departure. We will accommodate changes subject to availability and may apply additional charges.
• Changes requested less than 14 days before departure may be treated as cancellations, and the above cancellation fees may apply.
• Refund Processing:
• Approved refunds will be processed within 14 days of the cancellation notice.
• Refunds will be issued using the original payment method unless otherwise agreed upon.
• Exceptional Circumstances:
• In cases of force majeure events (e.g., natural disasters, pandemics), cancellations and refunds will be handled on a case-by-case basis, considering the specific circumstances and any applicable laws or regulations.
• Changes by Company: If changes are necessary on our part, we will notify you promptly and offer suitable alternatives or a full refund if alternatives are unacceptable.
5. Passenger Responsibilities
• The hirer of the vehicle is responsible for the conduct of all passengers and will be responsible for the loss of earnings as a result of injury to the driver. We reserve the right to invoice or make a charge to the hirer for any losses, repairs. In the event of sickness, spillages and soiling in the vehicle, the cost of a valet and time lost will be a minimum of £165.00.
• Our company has the right to refuse to carry any passenger who is thought to be under the influence of alcohol or drugs.
• Punctuality: Clients must adhere to the agreed-upon pickup times. Delays may result in additional charges or cancellation.
• Conduct: Clients are expected to behave responsibly. We reserve the right to terminate services without refund if passenger conduct is deemed unsafe or inappropriate.
• Seat Belts: All passengers are required by law to wear seat belts provided in the vehicle, refusal will result in the termination of hire and full payment will be charged.
• Please note that a child, no matter what age, counts as one passenger.
• Our company restricts the use of the forward/front two passenger seats to any passengers under the age of 18.
• If a child seat is required for a passenger, please inform the office at the time of booking.
• Childseats & Booster Seats: Buffay Travel Ltd does not provide child seats nor will assist with the fitting of any child seats, you are welcome to bring your own child seats and Buffay Travel Ltd will store them and bring them for your return trip.
• Child Seats and the law:
• Children must normally use a child car seat or booster seat until they are 12 years old or 135 centimetres tall, whichever comes first;
• Children under 3 years old must ALWAYS use a suitable car seat.
• Minibuses up-to 17 seats (16 passengers) are able to transport Children aged 3 years old to their 12th birthday or until they are 135cm tall – without a children’s car seat or booster, if a car seat isn’t available.
• Where a child’s car seat is not available – the child must use the adult seat belt.
• Children over 12 or more than 135cm tall must wear an seat belt.
However Buffay Travel Ltd strongly prefers passengers to provide suitable car seats or booster seats, where necessary.
• Full and complete responsibility lies upon the customer that the child seat/booster seat is fit-for-purpose and legally compliant for use in the United Kingdom.
• Food and drink will only be consumed at the driver’s discretion.
• Smoking / Vaping is not permitted by law in the vehicle.
• Our company will refuse or terminate any booking with immediate effect if your behavior distracts or obstructs the duties of any driver or vehicle at risk of damage, violence or abuse by you or any passenger in your party.
• Luggage: The driver may refuse to transport passengers and luggage if the vehicle becomes overloaded. The booking may be terminated if the hirer or any passengers cause excessive delays, it is the hirers responsibility to book the correct size vehicle for the number of passengers and their requirements all suitcases must be in the assigned section of the vehicle. Personal items, hand luggage and shopping etc. must not block any emergency exits or walkways.
• If you leave the pickup point without informing us we will not be liable for any compensation to you. If you take a minicab, minibus, black cab, public transport or any other transportation from another company/person without our consent we will not be liable to pay you the price for it or refund you.
6. Liability
• Personal Belongings: We are not responsible for loss or damage to personal items during transit. All our vehicles are fully insured for passenger and third party claims. However, customer’s properties are carried entirely at their own risk.
• Service Delays: While we strive for punctuality, we are not liable for delays caused by factors beyond our control, such as traffic or weather conditions.
• Buffay Travel LTD cannot be held responsible for inconsistency in travel information supplied from various sources i.e. Airports, Railways etc. the driver will arrive 40 to 45 minutes after published arrival time, for airport pickups.
• Whilst every effort will be made to arrive at the customer’s destination or pickup point punctually. Buffay Travel LTD shall not be liable for late arrival or cancellation due to circumstances beyond its control. This could include but not be limited to traffic congestion, severe weather conditions, vehicle breakdown or driver illness. In the event of unforeseen delays or cancellation Buffay Travel Ltd will endeavour to contact the hirer by telephone. It shall be the hirer’s responsibility to allow adequate time to reach their destination. We strongly recommend that travel insurance be taken out where appropriate to cover all eventualities.
• If the minibus breaks down during your journey Our company will endeavor to arrange an alternative car to complete the journey as soon as practicable.
• In the event that our driver does not show up at the scheduled time for collection, please contact our office 0330 043 5773 / 07544 003 925 (Out of Hours line)
• Our company will not be liable for any situation faced by the passenger while traveling on a booking not confirmed with the office of Buffay Travel Ltd.
7. Force Majeure
• Definition:
Force majeure events include, but are not limited to, natural disasters, acts of terrorism, war, epidemics, pandemics, government regulations, or any other events beyond our reasonable control.
• Non-Liability:
In the event of force majeure, we are not liable for any failure or delay in performing our obligations and will not provide refunds for cancellations arising from such events.
8. Complaints• We take complaints very seriously and investigate every complaint thoroughly. Please email us quoting your reference number and as much information as possible; info@buffaytravel.com
Section B: Senior-Friendly Day Trips from Care Homes/Corporate
1. Booking Confirmation and Payment
• Acceptance of Invoice: Upon accepting our invoice, you confirm your booking, and our cancellation policy becomes effective immediately.
• Payment Terms
• No Deposit Required: We do not require a deposit to secure your booking.
• Full Payment: The total invoice amount is due within 14 days of departure/booking.
2. Cancellations and Refunds
• Client-Initiated Cancellations:
• More than 14 Days Before Departure: No cancellation fee applies; any payments made will be refunded in full.
• Within 14 Days Before Departure: A cancellation fee of 60% of the total invoice amount will be retained/charged by the Company.
• Between 48 Hours and Journey Start Time: 100% of the total invoice amount will be retained/charged by the Company.
• No Refunds for Specific Circumstances:
We do not offer refunds for cancellations due to ill health, unavailability, force majeure events, or pandemics.
• Company-Initiated Cancellations: Full refunds, including the deposit, will be provided.
3. Mobility and Accessibility
• Mobility Requirements:
• If a service user cannot safely enter and exit the vehicle using two steps (with or without minor assistance), we reserve the right to refuse transportation.
• In such cases, no refunds will be issued.
• Clients are responsible for ensuring all passengers meet this mobility requirement before booking.
• Assistance & Accessibility:
• Our vehicles are senior-friendly and equipped to accommodate mobility aids where possible, but they do not have wheelchair lifts.
• Minor assistance (e.g., guiding and supporting entry) will be provided by our staff, but they are not trained to lift or carry passengers.
• If additional assistance is required, a responsible caregiver or staff member from the care home must accompany the passenger.
4. Force Majeure
• Definition:
Force majeure events include, but are not limited to, natural disasters, acts of terrorism, war, epidemics, pandemics, government regulations, or any other events beyond our reasonable control.
• Non-Liability:
In the event of force majeure, we are not liable for any failure or delay in performing our obligations and will not provide refunds for cancellations arising from such events.
5. Client Responsibilities
• Health and Fitness: Clients must ensure they are medically fit to participate in the trip. We are not liable for any health issues that arise during the trip.
• Medical Needs: Care homes are responsible for managing and attending to any medical requirements of their residents.
• Punctuality: Clients must adhere to the agreed-upon pickup times. Delays may result in additional charges or cancellation without refund.
• Conduct: Clients are expected to behave responsibly. We reserve the right to terminate services without refund if passenger conduct is deemed unsafe or inappropriate.
• Supervision: Care homes must provide adequate staff to supervise and assist their residents during the trip. Unless mutually agreed staff/caregivers will be charged per seat.
6. Company Responsibilities
• Transportation: We provide comfortable and accessible transportation suitable for seniors, including accommodations for mobility aids where possible.
• Staff Assistance: Our staff will assist passengers during boarding, disembarking, and throughout the trip as needed, within reasonable limits.
7. Itinerary and Activities
• Customisation: Trips can be tailored to meet the interests and needs of participants. Please discuss preferences during the booking process.
• Changes: We reserve the right to modify itineraries due to unforeseen circumstances but will provide suitable alternatives when possible.
8. Amendments to Bookings
• Changes by Client:
• Requests for changes must be made in writing at least 14 days before departure.
• We will accommodate changes subject to availability and may apply additional charges.
• Changes by Company:
• If changes are necessary on our part, we will notify you promptly and offer suitable alternatives or a full refund if alternatives are unacceptable.
9. Liability
• Personal Belongings: We are not responsible for loss or damage to personal items during the trip. Personal items, hand luggage and shopping etc. must not block any emergency exits or walkways.
• Service Delays: While we strive for punctuality, we are not liable for delays caused by factors beyond our control, such as traffic or weather conditions.
10. Complaints• We take complaints very seriously and investigate every complaint thoroughly. Please email us quoting your reference number and as much information as possible; info@buffaytravel.com
General Provisions
• Insurance: We maintain comprehensive insurance coverage. However, clients are advised to secure their own travel insurance for additional protection.
• Safeguarding: Refer to the Buffay Travel Safeguarding Policy. Contact safeguarding@buffaytravel.com
• Governing Law: These Terms are governed by the laws of England and Wales.
• Contact Information: For questions or concerns, please contact us at info@buffaytravel.com or call 0330 043 5773.
• Completion of the booking form and use of the Service indicates your unconditional acceptance of the terms and conditions set out in this Agreement.
Whilst we do our utmost to ensure our drivers are punctual and arrive on time, you will understand that we cannot accept responsibility for delays caused by circumstances beyond our control such as bad weather, traffic incidents, act of God, terrorism, driver not waking up because the alarm failed, flat tyres and drivers ill health.
Our company may change these terms and conditions at any time.
By proceeding with a booking, you acknowledge that you have read, understood, and agree to these Terms and Conditions.