1. About Us, Our Role, Definitions
1.1 About VoyaHire LTD
VoyaHire LTD organises group ground transportation across the United Kingdom, including minibus and coach travel.
1.2 Our role (booking and service coordination)
VoyaHire LTD provides a single point of contact to plan, coordinate, and manage ground transport services. For each booking, we allocate a suitably licensed operator from our network to carry out the journey. We remain responsible for booking administration, itinerary coordination, and customer support, while the operator carrying out the journey is responsible for the safe and lawful operation of the vehicle.
To deliver the service, we may fulfil bookings through our approved transport network and may share relevant booking and contact details with the allocated operator and driver strictly as required to operate the journey.
1.3 Definitions
- “We”, “us”, “our”, “VoyaHire” means VoyaHire LTD.
- “You”, “Customer”, “Client” means the person or organisation making the booking.
- “Operator Partner” means the licensed transport provider allocated to perform the journey.
- “Booking” means your confirmed reservation with us.
- “Quote” means the price offered for a specific itinerary at a specific time.
- “Trip” / “Service” means the transport service operated by the Operator Partner.
2. Booking, Information Accuracy, Confirmation
2.1 When a booking is confirmed
A booking is confirmed only when we (a) receive the required deposit or full payment as cleared funds and (b) issue a written acceptance.
For clarity, a payment being sent by the customer does not, by itself, reserve or secure availability. Availability is reserved only after we confirm receipt of cleared funds and send a booking confirmation notice.
2.2 A Booking reference and confirmation email
Once we confirm receipt of cleared funds, we will issue a booking reference number and send a booking confirmation email or message setting out the confirmed itinerary and key details.
2.3 Your responsibility to provide accurate details
You must provide correct and complete information, including pick-up time, full addresses/postcodes, passenger count, luggage, special requirements, and a reliable contact number. We use the 24-hour clock format.
You must review your confirmation and notify us immediately if any details are incorrect. If incorrect or incomplete details are not corrected in time and this affects allocation, pick-up, or performance of the journey, we will not be responsible for resulting losses, delays, or missed pick-ups, and the booking may be treated under the cancellation and no-show rules.
2.4 Contact details are critical
You must provide the best contact person and phone number for the day of travel. If the driver cannot reach you because of incorrect details, unanswered calls, or unreachable numbers, we are not responsible for any resulting delay, missed pick-up, or no-show outcome.
2.5 Payment notification (customer duty)
After making any payment, you must promptly inform VoyaHire LTD and provide proof of payment where applicable (for example, bank transfer confirmation or crypto transaction details). Some payment methods may not notify us instantly or may take time to reflect as received.
If you fail to inform us after payment and this results in delayed allocation, loss of availability, missed timing, or inability to fulfil the booking, we will not be responsible for any resulting loss, delay, or disruption.
Where a refund is agreed in such circumstances, it will be processed strictly in accordance with these Terms, including deduction of any applicable administrative charge (up to 20%) and calculated on a net received basis.
3. Pricing, Quotes, Payments, Net Amounts
3.1 Payment methods
We may accept: card payments, bank transfers, Apple Pay, Google Pay, Revolut Pay, and cryptocurrency payments upon request.
Card payments may be processed by third-party payment processors. The descriptor shown on your bank statement may differ from the trading name displayed on our website.
3.2 Deposit and balance
- A 40% deposit (non-refundable) or payment in full is required to secure a booking.
- The remaining balance must be paid by the deadline we specify.
- If the balance is not paid by the deadline, the booking may be cancelled and the deposit retained.
3.3 What is included in the quoted price
Unless stated otherwise, quotes include the vehicle, driver, fuel, and any clearly stated airport access fees where applicable. Items typically charged separately (where applicable) include tolls, congestion charges, parking, ferry charges, and any similar road usage or access costs. Where agreed or applicable, additional pass-through costs may include driver accommodation and meals.
3.4 Return fares and part-completed return journeys
Return prices may be offered as discounted return packages and are not intended to represent equal cost per leg. If one leg of a return booking is completed but the remaining leg cannot be completed (for example, due to cancellation, no-show, non-payment, or changes not accepted), the final charge may be adjusted to reflect the relevant one-way rate and any applicable charges under these Terms.
3.5 Quote validity, availability, and rate changes (including within 24 hours)
All quotes are time sensitive and are subject to availability. Quotes are generally valid for up to 24 hours; however, rates can change at any time, including within 24 hours, due to availability, operator pricing, vehicle supply, and demand.
If you attempt to pay after a quote expires, or if the originally quoted option is no longer available, the booking will only proceed on the updated quote.
3.6 Payment of expired or unavailable rates, administrative charge
If a customer pays an expired rate or a rate that cannot be accommodated due to updated availability, the customer must pay the updated quote to proceed.
If the customer refuses and requests a refund in these circumstances, we may deduct an administrative charge of up to 20% from the net amount received before processing any refund.
3.7 Human error and pricing corrections
If we discover a pricing error (including missed surcharges), we will notify you and issue a corrected quote. If you do not accept the corrected quote and we cannot proceed, we may cancel and deduct an administrative charge of up to 20% from the amount paid.
3.8 Net payment received (fees are not refundable by us)
All payments are treated on a net received basis. This means we calculate amounts received after deductions by banks, card processors, payment gateways, crypto platforms, exchange providers, or intermediaries.
If you pay 100 and we receive 90 after fees, 90 is the amount received and the maximum base amount we can be liable for, subject to these Terms.
3.9 Refunds for non-availability
If we cancel because we cannot provide a suitable service option, we will refund the net amount received to the original payment method within 14 days, unless a different timeframe is required by the payment provider.
3.10 Refund processing delays (banks and gateways)
We are responsible for initiating approved refunds from our side. Once submitted, timing depends on your bank or payment provider. We are not liable for delays caused by third-party processing systems.
4. Cancellations, No-Show, Amendments, Requotes
4.1 Cancellation charges (percentage of total booking price)
Cancellation fees are calculated as a percentage of the total price:
- More than 14 days before travel: 40%
- 7 to 14 days: 50%
- 48 hours to 7 days: 75%
- Less than 48 hours: 100% (no refund)
If you paid a deposit, the deposit is applied toward the cancellation charge.
Where your booking includes pass-through services or costs that are non-refundable to us (for example, parking pre-bookings, accommodation, special permits, or other third-party charges), you may remain liable for those amounts in addition to the cancellation fees above, to the extent they cannot be recovered.
4.2 No-show policy
A no-show occurs if you do not attend the pick-up location at the agreed time without notice, are not ready to travel, or cannot be contacted at the provided number.
A no-show may also apply where (a) the customer provides incorrect details (including date, time, or location) and does not correct them in time, or (b) the driver and or VoyaHire cannot reasonably reach the customer within a reasonable period from the scheduled time, typically 15 minutes unless otherwise stated in the quote.
In a no-show situation, no refund is due.
4.3 Amendments and changes
Amendment requests (vehicle, time, route, stops, passenger count, luggage, or any change affecting the job) are subject to availability and may result in additional charges. If changes are not agreed upon, the original itinerary may remain in effect.
4.4 Requotes due to changes and limited availability, including loss recovery
If you request changes at short notice or during limited availability, we may issue a new quote based on updated availability and market conditions. The revised quote may also include reasonable loss incurred by VoyaHire LTD due to reassigning or losing the previously reserved vehicle/slot or having to reject other work because of the original booking.
If you do not accept the revised quote and cancel, the cancellation fees in Section 4.1 apply.
4.5 Book only when plans are firm
Book only when your travel plans are firm. We do not guarantee free rescheduling for illness, changed plans, or wider disruptions unless we confirm it in writing.
5. Vehicle, Journey Rules, Driver Contact, Delays
5.1 Vehicle allocation and substitutions
Vehicles are allocated based on availability. A booking may be fulfilled with one vehicle or multiple vehicles. If the originally expected vehicle is not available, a reasonable alternative may be offered. If an upgrade is required, additional charges may apply.
5.2 Driver directions and route
Unless otherwise agreed in writing, the driver may choose the safest and most suitable route. Customer-requested changes may incur additional charges.
5.3 Driver contact details and communication
We aim to share driver contact details in advance whenever possible. If driver details cannot be provided beforehand, we may securely provide your contact details to the allocated driver so they can contact you directly before pick-up.
Customers must ensure the contact person and phone number provided at the time of booking are accurate, reachable, and the best number for the driver to call. If the driver cannot contact you using the details provided, we will not be responsible for any resulting issues or no-show situations.
5.4 Delays and outside conditions
Traffic, weather, road incidents, and similar conditions may cause delays. Such delays do not automatically entitle a customer to compensation.
5.5 Breakdown or replacement vehicle
If a vehicle issue occurs, we will attempt to arrange a replacement where feasible. We do not guarantee that a replacement can always be sourced immediately.
5.6 Service fulfilment and substitutions
Once the passenger group is boarded and the journey has commenced, the service is treated as delivered for cancellation and refund purposes, subject to any consumer rights that cannot be excluded by law.
If a substitute vehicle is provided that meets the agreed (or reasonably comparable) capacity, safety, and compliance standards, this does not automatically entitle a customer to a refund.
6. Responsibilities and Service Delivery
6.1 Operational delivery
The journey is carried out by the allocated licensed operator and driver. This includes vehicle operation, driving, and compliance with applicable transport and safety requirements.
6.2 Our coordination role
We manage booking administration, itinerary confirmation, timing coordination, and customer support, and we liaise with the allocated operator to support smooth delivery of the service.
7. Liability and Limits
7.1 What we do not exclude
Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under applicable law. If you are a consumer, these Terms do not affect your statutory rights.
7.2 Limits of liability
Subject to Section 7.1 and to the extent permitted by law, our liability for any claim connected to a booking is limited to the net amount received for the relevant booking.
7.3 Indemnity
You agree to indemnify us for losses or claims arising from your breach of these Terms, unlawful conduct, or damage caused by your party.
8. Passenger Conduct and Safety
8.1 Behaviour rules
Passengers must follow the river instructions, wear seatbelts where fitted, remain seated when the vehicle is moving, and keep the vehicle reasonably clean.
Smoking and vaping are not permitted in or near the vehicle. Illegal drugs or controlled substances are strictly prohibited.
Alcohol is not permitted unless we confirm in writing that it is allowed for your booking. Where alcohol is permitted, it must be consumed responsibly and in accordance with any operator and driver rules. The driver may refuse, restrict, or terminate carriage for safety or compliance reasons.
You are responsible for the conduct of all passengers in your party. Any fines, penalties, or charges arising from passenger behaviour, misuse, or breach of applicable law or regulations are the customer’s responsibility.
8.2 Refusal of service for safety
The driver may refuse or terminate service if safety is at risk or serious misconduct occurs. In such cases, no refund is due.
8.3 Abuse, harassment, and defamation
Threatening, abusive, harassing, or coercive behaviour toward staff, drivers, or Operator Partners may lead to cancellation without refund and potential legal action. This may include action under relevant laws such as the Protection from Harassment Act 1997.
8.4 Animals and assistance dogs
Pets and animals are not permitted unless approved in writing in advance. Approval may depend on vehicle type, operator policy, passenger safety, and cleaning requirements.
Assistance dogs are permitted subject to applicable law and reasonable safety requirements. Please inform us in advance so we can allocate a suitable vehicle and notify the driver.
Where an animal is approved, you are responsible for keeping it under control at all times and for any additional cleaning, damage, or disruption caused. We may require a security deposit for bookings involving animals and may apply cleaning or damage charges where justified.
9. Flight Delays and Waiting Time
Flight times may be monitored where feasible; however, we do not guarantee real-time tracking.
You must inform us of delays, missed flights, terminal changes, or rebooked flights as early as possible. If you do not notify us promptly and this results in wasted dispatch, waiting time, or loss of vehicle allocation, the booking may be treated as lost and may be chargeable under the cancellation and no-show rules.
Unless your quote states otherwise, a reasonable waiting allowance may apply for standard pick-ups (often 15 minutes). Additional waiting time may be chargeable.
If a delay cannot be accommodated due to scheduling or availability, the booking may be treated as lost and may be chargeable according to the cancellation and no-show rules.
10. Luggage, Damage, Cleaning
10.1 Luggage limits
Vehicles have luggage capacity limits. Drivers may refuse unsafe, hazardous, or overly bulky items.
You are responsible for ensuring luggage is suitable for the booked vehicle capacity and can be safely loaded and transported. Where a driver offers assistance, it is provided as a courtesy.
You must take reasonable care when boarding and alighting and when handling luggage. To the extent permitted by law, we are not liable for injury or loss arising from a passenger’s failure to exercise reasonable care.
10.2 Damage and excessive cleaning
Damage or excessive mess may result in cleaning/repair charges. Where possible, evidence may be provided (photos, invoices).
10.3 Lost property
We are not responsible for lost items. Notify the driver as soon as possible.
11. Children and Accessibility
Child seats or boosters are subject to availability and suitability. You must inform us of the requirements in advance. You are responsible for confirming appropriateness for your child’s age/size and legal requirements.
12. Additional Charges and Security Deposit
12.1 Additional pass-through charges
You are responsible for charges such as tolls, parking, congestion fees, ferry charges, and driver accommodation/food, where applicable and agreed.
12.2 Security deposit (risk-based)
We may request a security deposit at our discretion, especially for higher-risk trips such as parties, events, or bookings involving animals, where damage or excessive cleaning is more likely. If no issues occur, the deposit is refunded, subject to deductions for any proven damage, cleaning, or other costs. Security deposit refunds and deductions are calculated on a net received basis.
13. Data Protection
We process personal data in accordance with UK GDPR and the Data Protection Act 2018. Data is used to manage bookings, allocate operators, and provide service support. We do not sell customer data.
14. Governing Law and Disputes
These Terms are governed by the laws of England and Wales. Where disputes arise, you agree to contact us first to attempt resolution. Courts of England and Wales have jurisdiction, subject to any mandatory consumer protection rights.
15. General
15.1 Availability and communication hours
We aim to support customers 24/7; however, standard hours are Monday to Friday, 9:00 to 18:00 UK time. Support outside these hours may be limited.
15.2 Misuse, coercion, and bad-faith conduct
Threatening fake reviews, defamation, chargeback misuse, or any attempt to coerce compensation contrary to these Terms is prohibited. We reserve the right to cancel bookings, refuse service, dispute chargebacks, and take legal action where appropriate.
15.3 Booking with VoyaHire for future travel
For smoother coordination and support, we encourage customers to book directly with VoyaHire LTD for future journeys. This helps maintain consistent communication, clear booking records, and reliable service coordination.
15.4 Changes to terms
We may update these Terms at any time by publishing a new version on our website. Continued use of our services after updates indicates acceptance.
15.5 Contact details
- Email: info@voyahire.co.uk
- Phone/WhatsApp: +44 7441 345514
- Company Number: 16413593
By making the payment and booking, you agree to these terms in their entirety.
VoyaHire LTD can change terms at any time. Continued use = acceptance.
Contact: info@voyahire.co.uk | +44 7441 345514
Company Number: 16413593