1. Introduction

These Terms and Conditions ("Terms") govern the relationship between Mason & Green Ltd ("Mason & Green", "we", "us", or "our") and you ("the Client", "the Passenger", or "the Booker") in relation to the provision of transportation services. By booking a journey with Mason & Green, you agree to comply with and be bound by these Terms. We reserve the right to amend these Terms without prior notice.

2. Service Commitment

Mason & Green is committed to providing safe and reliable transportation services to all customers, irrespective of sex, sexual orientation, disability, or ethnic background. We strive to promote fairness, reasonableness, and goodwill towards all our clients.

3. Conduct Policy

We have a zero-tolerance policy for any form of verbal abuse, violence, or discrimination directed towards passengers, drivers, or any staff associated with Mason & Green.

4. Limitation of Liability

While we will exercise due care and consideration in facilitating passenger instructions, Mason & Green shall not be liable for any loss, damage, or incident arising from circumstances beyond our reasonable control.

5. Right to Refuse Service

Mason & Green reserves the right to refuse to transport any person or object deemed likely to cause harm or damage to our drivers or vehicles. The driver's judgment in this matter shall be final. Mason & Green may charge for any associated costs incurred as a result.

6. Booking Conditions

6.1. We reserve the right to refuse bookings from clients who withhold their telephone numbers or provide false information regarding the pick-up location.

6.2. While we aim to provide a vehicle within 30 minutes of booking, this time is approximate and not guaranteed. Bookings must be made at least 12 hours in advance to ensure timely service.

6.3. Fares are calculated based on mileage, time, and incurred expenses, and may vary depending on the type of vehicle or service. Fixed rates apply for specific routes to and from London airports and postal codes, based on the shortest route unless otherwise requested by the customer.

6.4. All quotes are approximate unless expressly confirmed by Mason & Green. Additional charges may apply for waiting times, traffic delays, or variations in the quoted journey.

7. Flight Monitoring and Missed Flights

For airport transfers, we will monitor flights for delays at no additional cost. In the event of a missed flight or change in flight details, the passenger or the representative who made the booking must notify us immediately. Changes may incur an administration charge, and failure to contact us after a driver has been dispatched will result in liability for the full fare and any additional waiting or parking charges.

8. Meet and Greet / Enhanced Drop Off Service

8.1. Mason & Green provides a premium Meet & Greet Service, where the driver will meet you inside the terminal holding a name card. This applies at Heathrow, Gatwick & City ( included in the fare quoted), or Stansted as a chargable optional extra. This service is not available at Luton. This service includes:

• A waiting period of 30 minutes from the flight's landing, followed by an additional 30 minutes of free waiting time inside the terminal (totaling 1 hour from landing).
• The driver will attempt to contact you via phone and will also make a public information call with the information help desk if necessary.
• Should contact be unsuccessful, the driver will leave after 40 minutes, and you will be liable for the full fare.
• If the passenger is unable to make contact with the driver, we request that the passenger contact our office immediately to coordinate a suitable meeting location. Passengers should not leave the airport without informing Mason & Green.

8.2. For elderly and less-abled passengers, we offer an Enhanced Drop-Off Service that goes above and beyond standard transfers. This premium service includes:

• Assistance from the vehicle to the check-in desk then upto security if required.
• Help with unloading luggage and support throughout the check-in process.
• Escorting you up to the security gates to ensure a seamless transition.

8.3. The Enhanced Drop-Off Service is available at both Heathrow and Gatwick Airports only as an option and incurs an additional charge.

9. Complaints Procedure

Mason & Green takes all complaints seriously. Complaints must be submitted via phone, fax, online, or email within 10 days of the completed journey. We will acknowledge receipt and aim to resolve the matter within 2-5 working days.

10. Cancellation Policy

10.1. A journey request remains valid until cancelled by the Passenger or their representative with confirmation from Mason & Green.

10.2. Cancellation charges may apply if cancellation occurs within 24 hours of the booked journey time, which may result in liability for the full fare if a driver has been allocated or dispatched.

10.3. For bookings made at an hourly rate or for full-day service, the allocation of a driver may occur in advance of our normal parameters. This allocation may be communicated verbally to the drivers involved, and the Passenger may not be informed until the evening prior to the scheduled booking time. If cancellation is necessary in such cases, a full refund will only be available if the cancellation occurs at least 72 hours prior to the booked time.

10.4. If a driver is unable to locate a passenger after making reasonable efforts, the Client may incur charges.

10.5. Changes to bookings within 24 hours may incur an administration charge of £25.00.

11. Payment Terms

Payments are to be made via credit/debit card, which may be processed in advance of travel at our discretion. We do not extend credit unless the Client is an authorized account holder. All payments are final, and any variations to the journey or waiting time will incur additional charges.

12. Child Seats

12.1. For the safety and security of our passengers, Mason & Green provides child seats at no additional charge. The available options include:

• 0-1 years: Rear-facing seats
• 1-4 years: Forward-facing seats with restraints
• 4-10 years: Booster seats without a back (seat only)

12.2. While we strive to accommodate all requests, child seats are subject to availability and are not guaranteed. Passengers are required to book child seats well in advance to ensure availability.

12.3. If a child seat is booked in advance, we will provide the requested seat unless unforeseen issues arise, in which case we will inform the passenger as early as possible.

12.4. It is important to note that while the use of child seats is not a legal requirement in private hire vehicles, Mason & Green prioritises passenger safety and endeavors to provide these seats free of charge.

13. Payments and Surcharges

13.1. Mason & Green reserves the right to apply surcharges at our discretion for the following circumstances:

• Out of area to out of area journeys
• Airport and station pick-ups
• Christmas, New Year, and other Bank Holiday journeys
• Additional stops on route
• Periods of extreme weather or adverse road conditions
• Journeys outside of standard business hours
• Peak hours
• Waiting time
• Transportation strikes
• Protests or marches
• London events that incur road closures

13.2. Payments for services rendered shall be made via credit or debit card. At our discretion, payments may be taken in advance of travel.

13.3. Mason & Green does not extend credit unless the Client is an authorised account holder. All payments that have been agreed upon and processed are final.

13.4. Any variations to the quoted journey or waiting time may result in additional charges.

14. Vehicle Maintenance and Damage Charges

All vehicles are maintained to a high standard. Cleaning or damage charges will apply for any soiling or damage caused during the journey. Charges for damaged child seats will also be applicable.

15. Driver Assistance Limitations

Drivers are not permitted to enter properties for luggage assistance due to insurance restrictions. They will assist passengers with luggage from the entrance of the building to the vehicle. Additional charges may apply for specific assistance requests.

16. Contact Information

For enquiries, please contact us at:
Mason & Green Ltd
Phone: +44 20 7924 9177