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Terms & Conditions

Set out below are the Terms and Conditions by which Mason & Green Ltd conducts and operates it's business with you (the passenger) and us (Mason & Green). We reserve the right to vary these terms and conditions without notice.

Mason & Green will provide a safe reliable service to all of its customers regardless of sex, sexual persuasion, disability, and ethnic background.

We will always try to be fair, reasonable and promote goodwill to all of its customers.

We will exercise all due care and consideration to facilitate our passenger's instruction, we will ultimately not be liable for any loss due to circumstances beyond our reasonable control.

Set out below are the terms and conditions by which Mason & Green conduct its business with the Client (The account holder), the Passenger (the person travelling) and the Booker (the person booking journeys). Mason & Green reserve the right to vary these terms and conditions of trading without notice.

Mason & Green set out to provide a safe reliable service to all of its customers.

We always try to be fair, reasonable and promote goodwill towards all our clients.

We will not tolerate and form of verbal abuse, violence or discrimination directed to either the passenger or our driver or any staff working for or with Mason & Green.

Whilst we will exercise all due care and consideration to carry out Client and/or Passenger instruction we will not be liable for any incidence or loss due to circumstances beyond our reasonable control.

Mason & Green reserve the right to refuse to carry any persons or objects that the driver deems to be likely to cause him or his vehicle harm or damage in whatsoever form. The judgment of the driver will be final. Mason & Green may charge for any costs involved.

Mason & Green, at our discretion, reserve the right to refuse bookings from customers that withhold their telephone number, or give false information about where the customer is too be picked up.

Although we will strive to provide a car within 30 minutes of booking, any booking that is made by the customer through our telephone booking service will be given an approximate time of pick up. If you accept this booking it is deemed as accepted as approximate and not final. We cannot be liable for any consequential loss as a result of our driver unable to reach your address within reasonable time of the quoted time due to circumstances beyond his control. Any booking must be made at least 12 hours in advance to guarantee an on time pick up.

We calculate fares based upon mileage incurred, time and out of pocket expenditure. The charge rate will vary according to the type of vehicle/service required for the journey. We operate fixed rates for journeys to or from the local areas to: the London airports and to most London postal codes. Most journeys are quoted traveling via the shortest route. If the route varies from this, e.g. by request from the customer to use a motorway route or the driver has to avoid a traffic related incident, may incur additional costs.

All quotes given are approximate unless you have been told by Mason & Green that this is the price. However waiting time may be added by the driver, if the passenger does not make contact with the driver within reasonable time, or there is a variation to the quoted journey.

For all airport transfers we will monitor your flight for any delays, at no extra cost. If a passenger misses the flight, or, the flight has been changed, the passenger or the representative that made the booking, has to inform us immediately, and we can normally rearrange this, with an administration charge, or, if you, the passenger, or representative of the passenger who booked this journey, cancel the booking, this will be at full cost, if you notified us within 24 hours of the booking. Please note this is at our discetion. If you fail to contact us, and the driver has been dispatched, you will be liable for the full cost of the journey, and any additional waiting and parking charges.

We provide a meet and greet service which means the driver will meet you at the information desk, with a namecard. We will allow 30 minutes from when the flight lands and a further 30 minutes waiting time inside the terminal for free (totalling 1 hour from landing). Within this time the driver will attempt to call you, and failing this, will put out a public information call with the information helpdesk. If however he is still unable to make contact he will leave after the 40 minutes and you will be liable for the full fare.

If the passenger is unable to make contact with the driver we ask that the passenger contact our office immediately so that we may liaise with the driver and provide the driver and the passenger of a suitable location to meet. We ask that the passenger does not leave the airport without informing the company.

Mason & Green takes all complaints seriously and they will be fully investigated.

Any complaints must be received either by phone, fax, online, or e-mail within 10 days after the booking has been completed. We will respond by acknowledging your complaint and we will aim to resolve the situation within 2-5 working days with a full investigation and a report of our findings made to the client so we may resolve the situation.

Mason & Green will assume a journey request is still valid until:

A Passenger or someone deemed to be representing the Passenger cancels the journey with a member of staff in the offices of Mason & Green and receives confirmation by the member of staff that is cancelled.

Our driver and/or supporting staff have satisfied themselves that they are unable to pick the Passenger up for whatever reason.

Until then we will take all reasonable care to complete the booking.

In the event of a cancellation of a journey Mason & Green may charge for any costs incurred until the time when it is apparent that Mason & Green have been satisfactorily informed of a cancellation of booking or Mason & Green have been unable to contact the Passenger.

Cancellation charges may apply if cancellation takes place 24 hours (100% of fare) prior to the booked journey time. These charges are made at our discretion. If a driver has been allocated or the booking is cancelled with less than 24 hours till the actual booking time, cancellation may result in the charge of the full fare.

Where a journey is cancelled after the driver has been dispatched the Client may be liable for a charge.

If a booking is made for an hourly rate or for the full day, this may be allocated to a driver, in advance of our normal paramiters, and may be verbal by us to the drivers involed, and not advised to you until the evening before the booking time and date. If this is the case, and you wish to cancel, the full refund would be only available 72 hours prior to the booking time.

Where the driver is unable to find a Passenger after making all reasonable efforts the Client may be charged.

Where a Client or Passenger gives incorrect information regarding a pick up place or time or other relevant detail that results in a cost to our driver, the Client may be liable for a full charge, if the booking has been within the 24 hour period, and the driver already allocated.

A Cancellation Charge is calculated to pay for the time and miles and loss and incidental costs of our driver when he is unable to pick up a passenger.

Where a driver has to wait beyond the appointed time to collect a Passenger, whether it be the fault of the Passenger or Client or arises from circumstance beyond their control, the Client will be liable to pay Mason & Green for the waiting time.

An administration Charge will be payable if there are any changes made to the booking within 24 hours notice of the booking. This is currently set at £15.00.

Please note it is essential when booking you check the confirmation email of dates, and times, as we cannot be held responsible for dates booked are incorrect. We shall send a driver for the allocated booking date and time and, if this was booked incorrectly, by yourself, full payment would still be liable.

Child seats are not mandatory in Private Hire Vehicles as there is no law that states it is a requirement. We provide this on a first come first serve basis. We will provide suitable child seats, as required by the passenger, but unless this is guaranteed by us we will not provide this, as it not a requirement. If a booking is made requiring a child seat we will endeavour to contact the passengers well in advance, that we can not provide this, so that alternative provisions may be made. It it thus your duty to book such facilities well in advance to avoid and disappointment. We can not be held responsible if this can not be provided. It is a courtesy not a requirement.

We reserve the right to apply a surcharge as we see fit to:

-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 road conditions

- Journeys out of standard business hours

- Peak hours

- Waiting time

- Transportaion strikes

- Protests or marches

- London events that incur road closures

Payments are to be made by credit/debit card which, at our discretion may be taken in advance of travel. We do not provide credit unless you are an authorised account holder with Mason & Green. All payments agreed and paid for are final. Any variations on the quoted journey or waiting time, will incur a further charge.

We shall, for the safety of our passengers, and their security, provide child seats. These range from 0-1 years, rear facing. 1-4 years, forward facing with restraints. 4-10 years, a booster seat without a back, just a seat. These are not guaranteed, and are subject to availability. You as the passenger must book these well in advance to ensure their availability. If booked In advance, we will provide the car seat requested, but if there are issues we shall inform well in advance. The legality of requiring car seats in Private hire vehicles, is that, they are not required. Yet for your safety we endeavour to provide them free of charge.

Our vehicles are always maintained to a high standard, if soiling or other damage to the seats or vehicle we shall charge if this occurs, a cleaning charge or damage charge will be incurred, which may be cleaning charges. This will be payable in cash to the driver or to the company immediately. If a child seat is damaged again the passenger will be liable for a replacement charge.

Our drivers are unable to enter properties to assist with luggage. This is due to insurance restrictions placed on the drivers. If you require specific assistance with luggage from the residence, this can be provided at an additional charge. We will always assist passengers with their luggage from the doorstep of the exterior of the building to the car, but not from the door of an apartment without further costs.

If you have any questions we may be contacted on: +44 20 7924 9177.