MTM Executive Driver — Terms & Conditions
These Terms & Conditions apply to private chauffeur services provided by MTM Executive Driver. By confirming a booking with MTM, the customer agrees to the terms set out below.
1. Bookings & Quotations
All bookings are subject to availability.
Quotations are prepared based on the journey information provided by the customer, including pickup and destination, date and time, passenger numbers, luggage requirements and any other relevant information.
Customers are responsible for ensuring that the information supplied to MTM is complete and accurate before the journey is confirmed.
A quotation does not guarantee a booking until MTM has confirmed that the requested journey can be provided.
2. Passengers, Luggage & Vehicle Selection
Customers must provide accurate information regarding the number of passengers and, where relevant, the amount and type of luggage travelling.
This information is used to determine whether the selected vehicle class is suitable for the journey.
If the information supplied is incorrect or changes significantly, MTM may need to reassess the vehicle required or its ability to provide the journey.
Customers should notify MTM as soon as possible if passenger numbers, luggage requirements or other important booking details change.
3. Airport, Station & Port Pickups / Meet & Greet
For pickups from airports, train stations and ports, customers must provide accurate travel information where requested, such as flight, train or arrival details.
MTM may use this information to help coordinate the agreed pickup arrangements. Customers should notify MTM as soon as possible if they become aware of significant changes, delays, cancellations or other circumstances that may affect the pickup.
Where Meet & Greet has been agreed as part of the booking, the driver will meet the customer at the meeting location designated by the MTM reservations team.
Meet & Greet services include up to 30 minutes of complimentary waiting time at the designated meeting point.
Customers are responsible for allowing sufficient time for immigration, baggage reclaim or any other relevant arrival procedures before their requested meeting time.
4. Changes, Cancellations & Refunds
We understand that travel plans can change.
If a customer cancels a confirmed booking at least 48 hours before the scheduled transfer, the customer will be eligible for a refund in the form of an MTM voucher.
The voucher:
- will be issued for the eligible value of the cancelled booking;
- will be valid for three months from the date of issue; and
- may be used towards a future MTM Executive Driver booking within that validity period.
No cash refund will be provided under this standard cancellation option.
If a customer cancels less than 48 hours before the scheduled transfer, no refund or voucher will normally be provided.
Any service booked or confirmed less than 48 hours before the scheduled transfer is normally non-refundable.
Flight Cancellation Exception
If the customer’s flight is cancelled by the airline, MTM will provide a full refund of any amount paid for the affected transfer, regardless of whether the flight cancellation occurs less than 48 hours before the scheduled transfer.
This exception also applies where the MTM service was originally booked or confirmed less than 48 hours before the scheduled transfer.
The standard 48-hour cancellation restrictions and voucher-only refund arrangement therefore do not apply to confirmed airline flight cancellations.
Cancellation eligibility will otherwise be determined according to the scheduled transfer time and the time at which MTM receives the cancellation request.
All cancellation or amendment requests should be made directly through MTM’s official contact channels.
5. Customer Delays & No-Shows
Customers should make every reasonable effort to be ready at the agreed pickup time.
If a customer is delayed, cannot locate the driver or expects difficulty reaching the agreed pickup point, they should contact MTM as soon as possible.
If a customer fails to attend the agreed pickup and does not contact MTM within a reasonable period, the booking may be treated as a no-show.
Where a driver has already been dispatched or has attended the agreed pickup location, the customer may not be entitled to a refund.
6. Routes, Traffic & Delays
MTM drivers will use reasonable judgement when selecting a route, taking into account traffic conditions, road closures, diversions and other circumstances at the time of travel.
Journey and arrival times cannot be guaranteed where delays are caused by circumstances outside MTM’s reasonable control, including traffic, accidents, severe weather, road closures or restricted access.
Where possible, MTM will keep the customer informed of significant disruption affecting the journey.
7. Passenger Conduct & Vehicle Care
All MTM vehicles are non-smoking.
Passengers are expected to behave respectfully towards the driver and the vehicle.
MTM reserves the right to refuse or discontinue a journey where a passenger behaves in a threatening, abusive, dangerous or seriously disruptive manner.
Customers are responsible for taking reasonable care of the vehicle throughout their journey.
If a passenger causes vomiting, fouling, excessive spillage or other contamination requiring specialist cleaning, a £350 vehicle cleaning fee will be charged.
Food and drink should only be consumed in the vehicle where permitted by the driver.
8. Luggage & Personal Belongings
Customers are responsible for their personal belongings throughout the journey and should check the vehicle before leaving.
Drivers may assist with luggage where practical, but customers remain responsible for ensuring that their belongings are safely loaded, unloaded and collected.
If an item is left in an MTM vehicle, MTM will make reasonable efforts to help arrange its return. Any reasonable postage, delivery or return costs may be payable by the customer.
9. Liability
MTM will take reasonable care in providing its chauffeur services.
However, MTM cannot guarantee that journeys will be unaffected by events outside its reasonable control, including severe traffic disruption, accidents, road closures, adverse weather or other unexpected circumstances.
Nothing in these Terms & Conditions is intended to exclude or restrict any liability or consumer right that cannot legally be excluded under applicable law.
10. Contact & Acceptance
Questions, booking amendments and cancellation requests should be made using MTM Executive Driver’s official contact details.
By confirming and proceeding with a booking, the customer acknowledges that they have read and accepted these Terms & Conditions.