CANCELLATION AND REFUND POLICY

Cancellation & Refund Policy

Last Updated: 1 January 2026

At MTS Chauffeur LTD we understand that travel plans can change. Our cancellation policy is designed to be fair, simple, and transparent for all customers.

1. Free Cancellation

You may cancel your booking up to 24 hours before the scheduled pickup time without any cancellation charge.

Where payment has already been made, the full amount will be refunded to the original payment method.

2. Late Cancellations

If a booking is cancelled less than 24 hours before the scheduled pickup time, the booking will be charged in full and no refund will be issued.

This is because vehicles and drivers are reserved in advance specifically for your journey.

3. No-Show Policy

If the passenger does not appear at the agreed pickup location and cannot be contacted after the complimentary waiting time has expired, the booking will be considered a No-Show.

In the event of a No-Show, the full fare will be charged and no refund will be issued.

4. Airport Pickups

For airport arrivals, the driver will monitor flight information where a flight number has been provided.

The following complimentary waiting times apply:

  • Airport pickups – up to 60 minutes free waiting after landing
  • Other pickups – up to 15 minutes free waiting

Additional waiting time may be charged after this period.

5. Company Cancellation

If MTS Chauffeur LTD is unable to provide the booked service due to vehicle breakdown, driver illness, or other operational reasons, the customer will receive a full refund of any payments made.

6. Chargebacks and Payment Disputes

If a payment dispute or chargeback is initiated, we reserve the right to provide booking confirmations, journey records, communication logs, and driver reports to the payment provider as evidence of the agreed booking and applicable cancellation terms.

7. Legal Compliance

This policy is provided in accordance with UK consumer and business legislation, including but not limited to:

  • Consumer Rights Act 2015
  • Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
  • Transport Act 1985
  • Local Government (Miscellaneous Provisions) Act 1976

8. Policy Updates

MTS Chauffeur LTD reserves the right to update this Cancellation & Refund Policy at any time. Any changes will be published on this page.

Service Terms (Journey Conditions)

Last Updated: 1 January 2026

These Service Terms explain the conditions under which MTS Chauffeur LTD provides transport services. They are designed to ensure a safe, fair, and professional service for all passengers.

1. Traffic and Journey Delays

Journey times are estimates and may be affected by traffic congestion, road works, accidents, or other unforeseen circumstances.

MTS Chauffeur LTD cannot be held responsible for delays caused by traffic conditions beyond our control.

Passengers are advised to allow sufficient travel time, particularly for airport transfers or important appointments.

2. Flight Delays and Monitoring

For airport pickups where a flight number is provided, our drivers will monitor flight arrival times.

If a flight is delayed, the pickup time will be adjusted accordingly.

If a passenger fails to provide the correct flight information, MTS Chauffeur LTD cannot be responsible for missed pickups or additional waiting time charges.

3. Weather and Force Majeure

MTS Chauffeur LTD shall not be liable for delays or failure to provide services where such delays are caused by events beyond our reasonable control.

These may include:

  • severe weather conditions
  • road closures
  • natural disasters
  • public demonstrations
  • strikes or transport disruption
  • government restrictions

Such circumstances may be considered a Force Majeure event.

4. Luggage and Passenger Capacity

Passengers are responsible for ensuring that their luggage is suitable for the vehicle booked.

If excessive luggage is brought that cannot safely fit into the vehicle, MTS Chauffeur LTD reserves the right to refuse transportation for safety reasons.

Please notify us in advance if you have:

  • large luggage items
  • sports equipment
  • musical instruments
  • oversized baggage

5. Child Seats

Where child seats are requested, MTS Chauffeur LTD will attempt to provide them where available.

Parents or guardians remain responsible for ensuring that children are correctly secured during the journey.

6. Passenger Conduct

Passengers must behave respectfully and safely during the journey.

The driver has the right to terminate the journey immediately if passengers:

  • are intoxicated or behave aggressively
  • use illegal substances
  • damage the vehicle
  • threaten the driver or other passengers

If the journey is terminated due to passenger misconduct, no refund will be issued.

7. Safety and Seat Belts

Passengers are required by UK law to wear seat belts where fitted in accordance with the Road Traffic Act 1988.

8. Vehicle Substitution

MTS Chauffeur LTD reserves the right to substitute the booked vehicle with a similar or higher category vehicle where necessary due to operational reasons.

9. Legal Compliance

All services are provided in accordance with applicable UK transport and licensing laws, including:

  • Local Government (Miscellaneous Provisions) Act 1976
  • Transport Act 1985
  • Road Traffic Act 1988

10. Customer Responsibility

Customers are responsible for ensuring that booking information provided to MTS Chauffeur LTD is accurate, including:

  • pickup time
  • pickup address
  • flight information
  • contact details

MTS Chauffeur LTD cannot be held responsible for service issues resulting from incorrect booking information.

11. Policy Updates

MTS Chauffeur LTD reserves the right to update these Service Terms from time to time. Updates will be published on this page.