Conditions of Carriage

Operator: Kytrix Travel Limited (Kytrix Travel)

Registered in: United Kingdom

Contact details and company information are shown on our website footer and on our Contact page.

These Conditions of Carriage apply to transport provided by Kytrix Travel. If a trip includes third-party services (for example, attraction tickets or a ferry crossing), those providers may have their own terms too.

These Conditions of Carriage apply whenever you travel with us, including:

• Scheduled day trips
• Transfers (airport, cruise, event transfers)
• Private hire bookings
• Group bookings (schools, clubs, community groups)

If there is a conflict between these Conditions and specific booking conditions shown at checkout (for example, a special cancellation window for a particular trip), the booking-specific conditions will apply for that trip.

A booking is confirmed once you receive a confirmation email (and where applicable, payment has been successfully processed).

Your confirmation email will normally include key information such as pickup point, planned times, and what’s included in your price. Please check it carefully and contact us as soon as possible if anything looks wrong.

We may refuse travel if:

• the booking cannot be verified
• the passenger behaves in a way that risks safety
• the passenger appears unfit to travel safely (for example, severe intoxication)

Prices are shown at the time of booking and your booking confirmation will reflect what you purchased.

What is included (for example, transport only vs transport plus attraction tickets) is shown on the trip page and during booking. If something is not listed as included, assume it is not included.

If we need to make a material change to your booking (for example, a significant change to pickup time/location or the removal of a key included element), we will contact you with your options.

Please arrive at your pickup point at least 10 minutes before the stated time.

We aim to run on time, but we cannot wait beyond a reasonable period if a passenger is late, as it impacts the whole group and ferry/venue timings. If you miss the pickup, it may be treated as a no-show and refunds may not be available (see Refunds and Cancellation).

For safety and legal compliance:

• Seatbelts must be worn where fitted.
• Passengers must follow the driver’s instructions at all times.
• The driver may refuse boarding where safety is at risk.

Travelling to and from the Isle of Wight often involves ferries and busy roads. Delays can happen due to weather, ferry changes, road traffic, incidents, or venue restrictions.

If there is disruption, we will take reasonable steps to keep the day running smoothly, including adjusting timings, changing crossings, or altering the route when safe and practical.

Where a delay materially affects the trip (for example, a ferry cancellation causing a trip cancellation), we will apply our cancellation/refund approach as set out in our Refund Policy and booking conditions.

We operate small-group vehicles. Seat allocation may be managed by the driver to balance the vehicle and accommodate accessibility needs.

We may substitute a vehicle where necessary (for example, maintenance or operational reasons). Any replacement vehicle will be suitable for the service being provided.

We want journeys to feel calm and welcoming for everyone. You must not behave in a way that puts others at risk or makes travel unpleasant.

Examples include (but are not limited to):

• abusive, threatening, or discriminatory behaviour
• refusing to wear a seatbelt where required
• damaging the vehicle or equipment
• smoking or vaping in the vehicle
• bringing prohibited items

If behaviour creates a safety risk, the driver may refuse travel or require the passenger to leave the vehicle at a safe location. In such cases, refunds may not be available.

Children must be supervised by a responsible adult unless the trip is explicitly sold as a supervised group service (for example, a school booking with its own supervisors).

Where child seats/boosters are required, we will state the expectation at booking. If a suitable restraint is required and is not available on the day, travel may be refused for safety.

We do not provide one-to-one childcare supervision. If you have questions about suitability or supervision needs, contact us before booking.

We welcome passengers with accessibility needs. The most important thing is that you tell us at the time of booking (or as early as possible) so we can plan properly.

Examples we may ask about include:

• mobility aids and space requirements
• boarding assistance needs
• sensory needs or anxiety-related needs
• medical equipment you must travel with

We will make reasonable adjustments where possible. Some requests may not be feasible depending on the vehicle, route, safety, and capacity constraints. If we cannot accommodate a requirement, we will discuss options with you.

Space is limited on small-group vehicles. Please only bring what is reasonable for the type of journey unless we have agreed otherwise.

Label your belongings. Keep valuables (wallets, phones, passports, medication) with you at all times. We are not responsible for loss of personal items unless caused by our negligence.

Buggies, wheelchairs, and mobility aids may be carried subject to space and safe loading. Please tell us in advance so we can plan.

We may refuse to carry items that are unsafe, illegal, or not suitable for the vehicle (for example, hazardous materials or items that cannot be secured safely).

Light snacks and non-alcoholic drinks are usually fine, provided you tidy up after yourself and do not create a mess or nuisance.

Alcohol may be restricted. The driver can refuse alcohol onboard if it risks safety or comfort.

If a passenger soils the vehicle due to avoidable behaviour, we may charge a reasonable cleaning fee.

You must be fit to travel and must not endanger other passengers. If a passenger appears severely intoxicated or poses a safety risk, travel may be refused.

If you have a medical condition that may require assistance during travel, please contact us before booking so we can plan.

Refunds and cancellation rights depend on the type of booking and the timing of cancellation. The applicable rules are set out in:

• your booking confirmation and booking conditions for that trip
• our Refund Policy

If you do not attend your pickup point on time (a no-show), you may not be entitled to a refund. If you think you will be late, contact us as soon as possible.

If we cancel a service (for example, due to safety or significant disruption), we will offer an alternative date where feasible or a refund in line with the Refund Policy and booking conditions.

If you need to change your booking (for example, pickup point or passenger details), contact us as soon as possible. Some changes may not be possible close to departure due to logistics and safety constraints.

Where changes are possible, we may confirm them by email. If a change affects price (for example, adding passengers), we will tell you clearly before taking payment.

We will provide the service with reasonable care and skill. We do not exclude or limit liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, or fraudulent misrepresentation.

Subject to the above, we are not liable for losses that are not reasonably foreseeable or for losses caused by events outside our reasonable control (for example, severe weather, road closures, ferry cancellations, or actions of third parties).

We are not responsible for third-party services (such as venue operations or ferry operators), but we will take reasonable steps to help you where possible.

If something goes wrong, please tell us as soon as possible so we can try to fix it quickly.

You can contact us via the Contact page on our website. Where possible, include:

• your booking reference
• the trip date
• a short description of the issue
• what outcome you’re hoping for

We’ll aim to respond within a reasonable timeframe, and sooner for urgent operational issues.

We process personal data in line with our Privacy Policy. For operational reasons, we may share essential information with staff and suppliers involved in delivering your booking (for example, drivers or email providers).

We only use marketing communications where you have opted in (or where another lawful basis applies, as explained in our Privacy Policy). You can update your preferences or unsubscribe at any time.

These Conditions are governed by the laws of England and Wales. Any disputes will be handled by the courts of England and Wales.