Terms & Conditions

Terms of Service

Set out below are the Terms and Conditions by which Mason & Green 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 this will incur no extra cost to the passenger. If the passenger misses the flight coming into the UK, the passenger has to call us immediately and we can normally rearrange or cancel at no extra charge. If you fail to do this, and the driver has been dispatched you will be liable for the full cost of the journey.

We provide a meet and greet service which means the driver will meet you at the information desk, with a namecard. We will allow 40 minutes waiting time for free. 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 will apply if cancellation takes place 48 hours (25% of Fare) or 24 hours (50% of fare) prior to the booked journey time. These charges are made at our discretion. If a driver has been allocated and on his way to the booking, 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.

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 cancellation charge.

A Cancellation Charge is calculated to pay for the time and miles 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.

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

Payments are to be made by cash or 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.

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