1. These Terms and Conditions apply to all bookings and supersede all others.
2. Payments and pricing
To use Scoot, you must register a valid credit or debit card with us for pre-authorisation. You can use this card to pay for your Scoot journey and we will also use your pre-authorised card details to debit any applicable cancellation or waiting charges, as per the Scoot Ts & Cs, or in the unlikely event of refusal to pay.
If you take out Scoot membership or upgrade your membership via the Scoot website, your membership will auto-renew annually. The pre-authorised credit/debit card associated with your account will be automatically debited every 12 months. An email reminder will be sent out regards notification of the autorenewal date, If you do not wish to renew your policy, please call or email scoot to let us know giving at least 14 days notice.
If a membership has been taken out to use the advance booking facility to enable a booking, membership cannot be refunded if the booking is cancelled.
Membership payments are non refundable after a booking has been made.
For out-of-town pick-ups pre-booked for weekends however, we do ask for payment to be made in advance and cancellation charges may apply in certain circumstances for all bookings.
Payment is taken at the end of each journey. You can choose to pay with cash, your pre-authorised debit/credit card or another debit/credit card. There is a £2.50 charge for payments made by debit/credit card. Amex cards are not accepted.
Please feel free to tip your driver if you wish, they will be most appreciative.
Please note that the price quoted on booking is not necessarily the final price. It is purely an estimate and does not take into account any ‘vias’ or waiting charges.
If making a booking request where both pick-up and drop-off are outside Edinburgh, please phone the Scoot office on 0131 656 6666 to check whether we can accommodate this request and to get an accurate price, as the price quoted online will not reflect travel time to and from Edinburgh.
Any price or quotation is subject to change at any point without notice, including advertised
Please also note that the ‘amount saved on a two way taxi’ quoted is an estimate only based on indicative black cab prices. For a definitive comparison, please make your own phone enquiry with a taxi company.
In the unlikely event of a refusal to pay the Scoot fare, the police will be called and we reserve the right to charge for any legal or collection charges where it is necessary to obtain overdue payment through a third party or Court proceedings.
Scoot is not currently VAT registered.
We may give introductory discounts to new Scoot members from time to time. Introductory discounts do not apply in December.
Any discounts are offered on the strict understanding that full payment is made within the standard timescales and we reserve the right to cancel any such discounts if payment becomes overdue.
Gold and Corporaate Members are entitled to 10% off discount on journeys. The discount is capped at £5 off maximum per journey.
We reserve the right to alter any details of services advertised without notice and while every effort is made to describe services accurately in the advertisement, no warranty is given as to accuracy and no responsibility will be accepted for error.
5. Customer delays and ‘no-shows’
Every effort will be made to collect customers on time and avoid delays, but the booked collection time is a best estimate only.
The onus is on the customer to be at their parked car for the time booked – the reminder text message is a courtesy only and should not be relied upon. If the customer is delayed, the driver will wait at the parked car for 5 minutes beyond the booked time for free, thereafter we charge 50p per minute for waiting time at non-peak times and at peak times i.e. 11pm to 12.30am, 80p per minute and £1 per minute for non-members. These charges will also be applied if the driver is asked to stop off en route, there is no free waiting time during a stop off.
Waiting is at Scoots discretion and we will wait a maximum of 15 minutes, after which time we will leave if we haven’t heard from the customer, who will be charged the full price of the fare. Drivers are not authorised to wait for more than 15 mins, and if a longer delay is anticipated, the customer is required to make a second phone call to the Scoot office to see if extending the waiting time is possible, dependent on the driver’s other scheduled pick-ups. If we cannot wait and you no longer want to scoot home at this time you will be charged full fare.
Drivers will not wait for free and you should not ask them to do so, as they have no authority to waive waiting time charges.
Drivers should not be expected to wait outside in cold and wet weather conditions, in case of an authorised delay, please give your driver your car keys to wait for you in the car until you are ready to leave. Please note though if you give your driver the keys and go back inside you will still be charged waiting time from 5 minutes after the booked pick-up time.
In the event of a ‘no show’ by the customer, full fare will be charged. Our drivers will wait for 15 minutes but if we don’t hear from you then they will leave. It is your responsibility to let us know if you want us to wait and to call us if you haven’t heard from us.
6. Scoot delays
Please be aware that you may be booked for a specific time however our aim is to be with you within 20 minutes of this time either side. We endeavour to be on time but occasional delays are unavoidable, especially at peak times at weekends.
If we are up to 20 minutes late, no additional discount will be applied to the price of the journey.
If we are over 20 minutes late, we will give members a 10% discount, up to a maximum of £5.
We will call to let you know if your driver is delayed, at this point if you don’t want to wait for the driver you must let us know so we can cancel the journey, if this is not done and the driver gets to your car and you are not there, you will be charged full fare.
If we are due to arrive within 20 minutes of the booked pick-up time but you want to cancel and get home by other means, you will be charged full fare. To avoid this, you can request our ‘car home only’ service.
Please do not give our drivers or operator abuse over lateness. They work very hard to provide a good service but at times lateness can occur due to reasons outside our control.
Driver has the discretion to cancel any journey at any time.
7. Insurance and legals
Scoot drivers are fully comprehensively insured to drive any vehicle. Our insurance cover is up to £50,000.
Clients with cars that have particularly small boots should check with Scoot in the first instance to make sure the scooter can be accommodated.
If you ask the driver to put the scooter on the backseat of your car, you do so at your own risk. We do not take responsibility for any damages incurred in this way.
Please do not ask the driver to put bike in boot through the back seat latch. This is an unsafe method for the driver and may cause damage to his back. It is against our policy for our driver to do this. Full payment will be taken if driver arrives and car is not suitable for bike to be placed safely in it and the driver has to leave.
If drivers feel they are being pressurised to complete a manoeuvre that they are not comfortable with, they are authorised to decline completing the journey. Please remember that it is our driver’s licence and insurance that will be affected in the event of an incident, not yours.
If there is an incident and your car is damaged, this must be reported immediately to your driver and within 24 hours to the Scoot office. We take your car to one of our recommended body shops and manage the repair for you.
Please note that you cannot claim if damage occurs when the customer is not with the driver.
If there is a petrol leak in your boot, this must be reported to driver at time. We will arrange for any spillage to be cleaned up by Scoot recommended valets.
Please note that it is the customers responsibility to ensure the car is roadworthy. If car is not roadworthy, driver will be unable to drive the car and full payment will be taken.
8. How to report a claim to us
Please tell us as soon as an incident occurs by calling our office on 0131 656 6666. Please leave a message with your contact details if the office is closed and we will get back to you as soon as possible.
Your journey fare will be taken and the incident will dealt with seperately.
When you call us we will ask you a series of questions on the phone. These will include questions about the full circumstances of the incident. Please tell us if any other person admitted blame for the incident.
In normal circumstances, we will be able to take all the details by phone, however, sometimes we will ask you to fill in a claim form.
If you are reporting damage to your car we may ask you for photos of the damage, your contact details and details of any witnesses, and we would then arrange a time to have a look at the damage ourselves.
If you do not report an incident within 24 hours, we will not take any responsibility for damage to your car.
Scoot will not be held responsible for:
- Wear and tear on old parts if they break or any damage caused by our driver if he wasn’t informed about known hazards such as a difficult driveway for example
- Any damage caused by our driver when requested to move a car from a tight space, especially if he refuses and the customer insists
- Any damage caused by the road or glass.
Please remember to take into account when you request a Scoot and select your parking location, that you are accepting extra weight in your car, so your car will sit closer to the ground as a result.
9. Car-home-only service
If our car-home-only service is requested, Scoot doesn’t take responsibility for:
- Any damage to your car that has not been caused directly by our driver. If you request that the driver collects your keys in order to bring your car to you and notice damage late when you get home or the next day, Scoot cannot take responsibility for this, as it could have occurred on a previous occasion. You are responsible for inspecting your car before and after the Scoot driver has driven your car.
- Not being able to find your car or car keys (we will park and leave keys where you ask, if instructions are not clear, we will hold the car keys for you to collect). If you have booked us to take your car home only and told us where to park it and what to do with the keys afterwards, we will do as asked but are not responsible if anything happens after we drop off the keys or the car. Nor are we responsible if you can’t find the keys or your car is missing or stolen.
- Your car being parked at the wrong address (we will park the car at the customer’s home address registered on our system if an alternative address is not provided by the customer.)
10. Our recommended repairer service
Please do not take your car to the garage before letting us know about an incident, as this would affect your insurance claim. We offer the repair services of our own approved garage, following assessment by the required parties.
11. Cancellations and refunds
A full refund will be made for any confirmed advance bookings that we cancel.
Scoot will credit the credit/debit card associated with your Scoot user/member account if we deem a refund should be made.
Refunds will take 3 to 4 working days to complete once Scoot has agreed to refund. This cannot be completed any faster.
Once a booking has been confirmed there is no guarantee that we can accomodate a time change. If you do not want to go home at the time booked, please cancel your journey with plenty of notice to avoid charges. Do not book a journey hoping to change the time later on as we may not be able to accomodate a time change.
If you cancel with 60 mins or more’s notice, you will not incur a cancellation fee.
If you cancel within an hour of your pick-up time, you will incur a full fare charge.
If you cancel a booking involving an out-of-town pick-up you must give Scoot a minimum of 3 hours’ notice to avoid incurring a cancellation fee.
If you cancel a booking involving an out-of-town pick-up within 3 hours of the scheduled pick-up time you will be charged the full fare.
If you require to cancel a December booking, please note that you must give Scoot a minimum of 48 hours’ notice from the scheduled pick-up time to avoid a cancellation fee.
If you cancel a December booking within 24-48 hours of the scheduled pick-up time, you will incur a £15 cancellation fee.
If you cancel a December booking within 24 hours of the scheduled pick-up time, you will be charged the price of the full fare.
If you do not contact Scoot to cancel/amend your booking and are not there to meet your driver at the pre-agreed time and location, the Scoot driver will wait a maximum of 15 minutes before leaving. The credit/debit card associated with your Scoot account will then be charged for the price of the full fare.
12. Unacceptable behaviour
We ask that you please:
- Don’t coerce the driver into doing a ‘via’ without first confirming this is acceptable with the Scoot operator. All ‘vias’ must be phoned through to the Scoot office. Our drivers are tracked and the price will alter accordingly, being noted on your account for future bookings.
- Don’t ask the driver to come in to a venue to get your keys - the driver cannot leave his scooter unattended.
- Don’t help the driver put the scooter into the boot or handle the scooter at any stage.
- Don’t ask the driver to carry out illegal manoeuvres, or request that he drives through any particularly narrow spaces that the car may struggle to fit through. The driver is within his rights to refuse and take an alternative route that he is more comfortable with.
- Don't be rude to the driver. The driver is within his rights to refuse to drive you home and fare will still be charged.
Don’t have too many passengers, it is the Scoot driver’s licence, not yours that is affected.
Scoot do not drive people home who abuse the staff and the customer will be blocked from using the scoot service in the future.
13. Force Majeure
We will not be held responsible for failure or delay in the carrying out of our obligations under the contract arising from any cause outside our reasonable control. In such circumstances we shall be entitled by notice to terminate the booking without incurring any liability to the customer.
14. Bad weather conditions
If there are high winds, we will monitor the situation and try our best to continue to provide the Scoot service to get you home. Please check our website and Facebook/twitter feeds for live reports on our service provision if this is the case. We may need to cancel your booking if we feel it is unsafe to send the driver out. This is our last resort, we will try other options first which may involve time changes to original pick up. If this is the case, Scoot does not pay for alternative transport costs.
In the unusual event that we are having to run a limited service, we will revert to booking in members only, and new and repeat customers will not be able to use the service in this event as we must cater to our member first. Members please remember bookings will be on a first come first served basis.
We do not want to let you down and will still drive you home if we can get to you. However, we do not accept responsibility of damage to you car if due to the weather conditions the car is damaged by falling branches etc
If you want to book a pre-5pm Scoot, you must enquire the previous day, non members would have to upgrade to membership to have this function.
You must ensure you have an empty car boot prior to collection to allow the driver to store his scooter. Please do no ask driver to lift bike any higher than is safe for the driver to do so to position bike into boot.
The scoot bike does not fit into a 7 seater vehicle. If the back seats stay down then the scoot bike fits.
Additional passengers that are added to the account cannot be taken off and replaced by a different passenger through the annual membership period.
Long distance journeys are accepted at Scoot’s discretion.
During quieter periods of the year, including school holidays, we may close the Scoot office on a Monday. In this instance, please leave a message on our voicemail and we will get back to you as soon as possible.
If you have a complaint, please let us know by email on firstname.lastname@example.org or call us on 0131 656 6666.