Terms & Conditions

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 our transportation services. By booking a journey with Mason & Green, you agree to these Terms. We may update these Terms without prior notice.

2. Service Commitment

We are committed to delivering safe, reliable, and inclusive transportation services. Our services are available to all individuals, regardless of gender, sexual orientation, disability, or ethnic background.

3. Conduct Policy

We maintain a zero-tolerance policy for verbal abuse, violence, or discriminatory behaviour directed at passengers, drivers, or Mason & Green staff.

4. Limitation of Liability

While we strive to provide the highest quality service, Mason & Green is not responsible for delays or losses caused by factors beyond our reasonable control, such as traffic, weather, or third-party actions.

5. Right to Refuse Service

We reserve the right to refuse service to individuals or items that may pose a risk to our drivers or vehicles. This decision is at the discretion of the driver. Any associated costs due to such refusal may be charged to the client.

6. Booking Conditions

Bookings may be refused if a valid phone number is not provided or if the pick-up details are false. We aim to dispatch a vehicle within 30 minutes, though this is not guaranteed. Pre-booking at least 12 hours in advance is recommended. All fares are calculated based on mileage, time, and expenses, and may vary based on vehicle type or route. Additional charges may apply for delays, waiting time, or route changes.

7. Flight Monitoring and Missed Flights

We monitor flights free of charge. If your flight changes or is missed, you must notify us immediately. Changes may incur an admin fee. Failure to inform us before a driver is dispatched will result in a full charge and potential waiting or parking fees.

8. Meet & Greet / Enhanced Drop-Off

Our premium services include:

9. Complaints Procedure

Complaints must be submitted by phone, online, or email within 10 days of your journey. We aim to respond within 2–5 working days.

10. Cancellation Policy

We understand that travel plans may change unexpectedly. To maintain fairness to both our customers and drivers, Mason & Green has established the following cancellation policy:

Standard Bookings

Specialist & Executive Vehicle Bookings

This includes luxury, chauffeur, and multi-seat vehicles (such as Mercedes S-Class, V-Class, Range Rover, or other specialist vehicles):

Amendments

If you need to amend your booking (e.g., pickup time, flight details, or vehicle type), please contact us as soon as possible. While we’ll do our best to accommodate changes, amendments made within 48 hours of travel may be subject to additional charges depending on vehicle availability.

Refunds

Approved refunds will be processed within 5–7 business days to the original payment method.

11. Payment Terms

We accept credit/debit cards. Charges may be processed in advance. Any waiting time or journey changes will be billed additionally.

12. Child Seats

Child, booster, and infant seats are available free of charge. Advance booking is essential to guarantee availability.

13. Payments and Surcharges

Surcharges may apply for out-of-area trips, peak times, adverse weather, or additional stops.

14. Vehicle Maintenance and Damage

All vehicles are kept in excellent condition. Any damage or soiling caused by the passenger will incur a minimum fee of £50.00 to cover cleaning and service disruption. We reserve the right to offset this amount against any future payments, including but not limited to bookings or cancellation requests, to ensure full reimbursement to the driver for any inconvenience and costs reasonably incurred.

15. Driver Assistance Limitations

Due to insurance policies, drivers are not allowed to enter buildings to assist with luggage.

16. Luggage Policy

  1. Separate Bookings: Luggage cannot be left in our vehicles between two separate transfer jobs, even if the same driver is assigned. Each booking is treated as a standalone service.
  2. Holding Luggage in Cars: We are only able to hold luggage in our vehicles if an Hourly Rate Transfer has been booked. This ensures the vehicle and driver are exclusively reserved for the duration of your booking.
  3. Responsibility for Luggage: Mason & Green cannot accept liability for luggage left in vehicles outside of active bookings. Customers are responsible for ensuring that all belongings are taken with them at the end of each journey unless an hourly service has been arranged.

17. Cleanliness & Rubbish Policy

  1. Condition of the Vehicle: Clients are expected to leave the vehicle in the same clean condition as when they entered.
  2. Rubbish: All rubbish, including food, drink containers, packaging, or other waste, must be taken with you when leaving the vehicle.
  3. Additional Cleaning: If a vehicle requires additional cleaning due to rubbish, spillages, or damage caused by a passenger, an extra cleaning fee may be applied to cover costs and loss of service time.

16. Contact Information

Mason & Green Ltd
Phone: +44 20 7924 9177
Email: info@masonandgreen.co.uk