Terms & Conditions

Terms and Conditions Introduction

These Terms and Conditions govern the relationship between Mason & Green Ltd (hereinafter referred to as "Mason & Green," "we," or "us") and you (the passenger, the client, or the booker). By using our services, you agree to abide by these terms. Mason & Green reserves the right to amend these Terms and Conditions at any time without prior notice. Service Commitment

Mason & Green is committed to providing a safe, reliable, and inclusive service to all customers, regardless of sex, sexual orientation, disability, or ethnic background. We aim to be fair, reasonable, and promote goodwill towards all clients.

Liability

We will exercise all due care to carry out client and/or passenger instructions but will not be liable for any loss due to circumstances beyond our reasonable control. Mason & Green reserves the right to refuse to carry any person or object that the driver deems likely to cause harm or damage. The driver's judgment will be final, and any costs involved may be charged.

Booking and Cancellation

Bookings should be made at least 12 hours in advance to guarantee an on-time pick-up. Mason & Green reserves the right to refuse bookings from customers who withhold their telephone number or provide false information. For airport transfers, we monitor flights for delays at no extra cost. If a flight is missed or changed, the passenger or the booking representative must inform us immediately. Failure to inform us will result in full charge liability if the driver has been dispatched. Cancellations within 24 hours of the booking time may incur a 100% charge of the fare. If a driver has been allocated, the client will be liable for the full fare and any additional costs. Any bookings made for pick up outside of London must be cancelled before 48 hours of booking, otherwise they are liable for 100% of the fare and any costs that may be incurred.

Pricing

Fares are calculated based on mileage, time, and out-of-pocket expenses, with fixed rates for certain journeys. Any additional costs due to route variations, waiting time, or changes in journey details may be charged. A surcharge may apply for: Out of area journeys Airport and station pick-ups Bank holidays and peak times Additional stops Extreme weather conditions or road disruptions Transport strikes, protests, or events causing road closures

Waiting Time and No Shows

We allow 30 minutes of free waiting time from the scheduled pick-up time at airports, plus an additional 30 minutes inside the terminal. After this period, the driver may charge extra waiting and parking charges or if no contact has been made, the driver may leave, and the passenger will be liable for the full fare. If the passenger cannot contact the driver, they must contact our office immediately. Failure to inform us before leaving the airport will result in full charge liability. If a passenger requests a pick up from the airport, they must give a reason and state the fixed time they require this in the notes, when booking. The driver will then only enter the terminal at the requested time. He the driver then has to wait further, waiting charges and parking charges may apply. If no specific request has been made, we will follow our normal procedure of pick up as per the actual arrival time of the flight.

Child Seats

Child seats are not mandatory in private hire vehicles but will be provided upon request, subject to availability. It is the passenger's responsibility to book these well in advance.

Payments

Payments are to be made by credit/debit card and may be taken in advance of travel. We do not offer credit unless you are an authorized account holder. Any variations in the quoted journey or waiting time will incur further charges.

Complaints

All complaints must be received within 10 days after the booking completion. We will acknowledge your complaint and aim to resolve it within 2-5 working days.

Additional Charges

Cleaning or damage charges will be incurred if the vehicle is soiled or damaged. These charges must be paid immediately. Additional assistance with luggage beyond the exterior doorstep will incur extra charges due to insurance restrictions on drivers.

Contact Information

For any inquiries, please contact us at: +44 20 7924 9177

By using Mason & Green’s services, you agree to these Terms and Conditions. Thank you for choosing Mason & Green.