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 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

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

We offer premium services for passenger convenience, including:

Meet & Greet: 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.
Enhanced Drop-Off: Available for elderly and less-abled passengers, includes assistance to check-in and up to security gates at Heathrow Airport,Gatwick Airport and City Airport only.

9. Complaints Procedure

Complaints must be submitted via phone, fax, online, or email within 10 days of the completed journey. We aim to resolve the matter within 2-5 working days.

10. Cancellation Policy

Cancellations within 24 hours of the journey time may incur charges up to the full fare.
Changes to bookings outside of 24 hours from booked time 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. Variations to the journey or waiting time will incur additional charges.

12. Child Seats

We provide child seats free of charge, subject to availability. Passengers should book these in advance to ensure availability. If is soiled or damaged by the child this will icur a cleaning charge of a minimum £35.00 and may incur a full charge for a replacement dependant on the condition of the seat.

13. Payments and Surcharges

Surcharges may apply for out-of-area journeys, peak hours, extreme weather, events, strikes, public holidays, and additional stops.

14. Vehicle Maintenance and Damage Charges

Our vehicles are maintained to the highest standards to ensure a clean and comfortable experience for all passengers. In the event of soiling or damage caused during the journey, the passenger or booker will be fully responsible. A minimum charge of £50.00 will apply to cover cleaning costs and potential loss of service due to the vehicle being temporarily unavailable for further bookings.

15. Driver Assistance Limitations

Drivers are not permitted to enter properties for luggage assistance due to insurance restrictions.

16. Contact Information

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

Terms & Conditions.