Orkney Private Hire & Transfers: Terms & Conditions
Terms and conditions: how we work
1. Normal working hours & out-of-hours service
Our normal working day runs from 09:00 to 19:00, 365 days a year. If you need us outwith these hours (between 19:01 and 08:59), an Out-of-Hours Surcharge will apply to cover unsociable logistics and driver availability. This surcharge varies by request and starts at £20, though it may be waived at our sole discretion depending on the run.
2. Our standards & the team
We intentionally set our standards far above standard taxi operations to give you a reliable, seamless experience. Our team comes from a solid mix of backgrounds, including local tour guides, corporate drivers, and island logistics experts. You will be driven by independently verified professionals in clean, high-specification executive vehicles where possible. Every driver has cleared strict PVG safeguarding checks and holds proper hire-and-reward insurance—with all operator details thoroughly vetted in-house to ensure complete client safety.
3. Invoices, fixed fares & payment
Once your booking is confirmed, we issue a detailed electronic invoice scheduled to land in your inbox on the morning of your hire. We work strictly on pre-arranged, guaranteed fixed fares so you know the exact cost before you travel. On the day, you can pay securely online via the link in that email, or pay cash directly to the driver at the end of the journey. If you pay cash, our team will update the system and clear the digital invoice manually. For longer bookings over 2 hours, we may ask for a deposit upfront to secure the vehicle. For short-notice bookings made within 7 days, the electronic invoice system will not be used.
4. Cancellations
If your plans change, you can cancel completely free of charge up to 7 days before your booking. Because we commit our vehicles and drivers to your slot, any cancellations made within 7 days of the journey remain payable in full.
5. Winter weather & connection delays
We know island travel in winter is unpredictable. If your flight or ferry is delayed or cancelled due to weather, you must notify us as soon as possible. While we will always do our best to reschedule your vehicle to match your new arrival time, this is subject to our existing bookings. If a connection is cancelled entirely or delayed beyond a reasonable window, the booking will be treated as a short-notice cancellation and remains payable. We recommend all corporate and private clients maintain appropriate travel insurance to recover these costs.
6. Checking your route & declining work
We do not blindly accept bookings. To keep your travel plans safe, we check every single enquiry against island realities and driver availability. If a time slot is too tight or a route is unviable, we will tell you straight and suggest a safer adjustment. If we cannot find a timeline that safely works, we reserve the right to decline the booking entirely rather than risk letting you and our reputation down.
7. Changing plans mid-journey
Your guaranteed fare covers the agreed route. However, we know island plans can shift. If you need to change your route or extend your time while on the road, we will do our best to accommodate it, depending on the driver's schedule and other bookings. Any extra time will be billed at our standard displayed rates.
8. Confirming your pickup
To make sure there are no mistakes, your exact pickup spot will be discussed and clearly agreed during the enquiry stage before any invoice is sent or a vehicle is sent out. For short-notice bookings, we may waive this discussion at our discretion.
9. Our 1-minute punctuality guarantee
We take reliability seriously. We guarantee our vehicle will be at the agreed pickup point at or before your confirmed time. If we are late by 1 minute or more by our own fault, your transfer fee is waived up to the first full hour of service. This guarantee does not apply if the delay is caused by things outwith our control, such as severe weather, ferry or flight delays, road closures, or breakdowns.
10. The 10-minute waiting window
To protect the schedules of all our clients, our vehicles operate on a strict 10-minute waiting window. If you are not at the pickup point within 10 minutes of the agreed time, the vehicle must leave for its next booking. This will be counted as a no-show, and the invoice remains payable in full. This ensures fair service to both parties.
11. Cruise ship policy
We operate a strict Cruise-Free Zone and do not enter cruise dock areas. All pickups and drop-offs for cruise passengers or independent island tours take place exclusively at the Kirkwall Travel Centre or your confirmed accommodation address.
12. Passenger capacity
Our standard vehicles carry 1 to 4 passengers. If you have a larger group requiring 8 to 50-seat coaches, or have large luggage requirements, this must be arranged explicitly during the enquiry stage so we can check fleet availability and separate pricing.
Governing law & jurisdiction
These terms and conditions, and any agreement or dispute arising out of or in connection with our services, are governed strictly by Scots law. By confirming your booking, you agree that any legal proceedings or disputes will fall exclusively under the jurisdiction of the Scottish courts.