Frequently Asked Questions
HOW DO I RESERVE A VEHICLE?
Once you have received an official quotation an agreed deposit is required to secure the booking. This deposit should be sent to our office along with full details of your requirements for the hire. On receiving your deposit we will send you confirmation of your hire. You should check the details of the hire carefully and notify us immediately of any errors or changes.
WHEN IS THE BALANCE DUE?
The balance for all hires is due not less than 14 days prior to the departure date. Any hires required within 14 days period MUST be paid in FULL at the time of booking. We accept payment by cheque, cash or credit card. NOTE: - All payments made by cheque must be received by us not less than SEVEN working days prior to departure.
IS THERE A CANCELLATION FEE?
Yes. Should you require to cancel your booking, you should advise us by telephone, followed by confirmation in writing. Our cancellation charges are as follows:
14 days or longer ... DEPOSIT ONLY
Less than 14 days but more than 24 hours ... 50% OF THE TOTAL HIRE
Less than 24 hours ... 100% OF THE TOTAL HIRE
DO YOU MAKE CHARGES FOR ALTERATIONS TO THE HIRE?
If the changes are minimal then we do not make a charge for the alteration. If the change or changes alter the structure of the hire then charges are made at the applicable rate of the hire. The company MTM Chauffeurs Limited shall deem the alteration to be minimal or not.
DO YOU CHARGE WAITING TIME?
If the waiting time exceeds the agreed hours of hire then we make the charges per hour based upon 15 minute periods minimum after the time of the return departure has elapsed. These charges may vary according to the nature of the hire.
IS THE PRICE GUARANTEED?
The cost of the vehicle hire is guaranteed providing that the payment schedule for the hire is adhered to and the original structure of the hire is not altered. However, we cannot guarantee the price of the third party suppliers in particular where they are based outside the United Kingdom where prices may fluctuate according to currency changes and levies.
DO I NEED TO OBTAIN TRAVEL INSURANCE?
This is not compulsory, however we strongly recommend that travel insurance is obtained when travelling outside the United Kingdom. NOTE: - It is your responsibility alone to ensure that you are insured adequately and that you have the correct travel documents when travelling outside the United Kingdom.
WHAT IS YOUR COMPLAINT PROCEDURE?
If you should have any reason to complain during the hire, then you must bring the nature of the complaint to the notice of the driver or representative in the first instance. He/she will endeavour to resolve your problem for you. If the matter cannot be rectified to your satisfaction, details of the complaint should be made in writing to: MTM Chauffeurs Limited, 39 Etchingham Park Road, London, N3 2DU. We can normally resolve complaints amicably. In the unlikely event of a dispute between us concerning the terms of the hire, then such a dispute shall be determined by way of arbitration. Either you or ourselves may apply to the institute of arbitrators for the case to be heard before an official arbitrator. Any contract between us shall be deemed to have been made under English law and any complaints arising shall also be dealt with under English law.
Terms and Conditions
OUR RESPONSIBILITY TO YOU
We shall supply all inclusions of the hire as specified in the confirmation of booking. We accept responsibility for acts/omissions of our employees.
WE DO NOT ACCEPT RESPONSIBILITY FOR:
Bodily injury or death or sickness to the signatory of the contract or any other person except where such death or injury is caused directly by a member of the staff of MTM Chauffeurs Limited. We are insured for passenger travel. This insurance is for public liability and NOT independent travel insurance.
WE DO NOT ACCEPT RESPONSIBILITY OR LIABILITY FOR:
Delays caused by inclement weather conditions. Amenities supplied by third parties such as ferry companies, hotels or any other third party contracted on your behalf. Any theft or damage to properties of the signatory of the contract or any other person travelling within the contract, except where such theft or damage is caused by a direct action of the employees of MTM Chauffeurs Limited. Any delays caused by strike action. Acts of G-D or conflict or war or force majeure.
CONDITION OF CARRIAGE OF ANIMALS
No pets shall be carried without written permission of the company. Guide dogs are allowed but the company must be informed prior to the date of hire.
MUSIC
No musical instruments or radios shall be played without the express agreement between the driver and the signatory of the contract.
SMOKING
The company adopts a no smoking policy on all of its vehicles. This is for strict compliance. Any person found to be smoking in the vehicle will be requested to cease.
ALCOHOL
Under no circumstances shall the company permit the consumption of alcohol within the confines of the interior of the vehicle at any time whilst the vehicle is in motion.
DRUGS
It is strictly forbidden for any person to carry or consume drugs of any description except where such drugs are prescribed by a doctor. You may be required to produce medical evidence especially when either leaving or entering countries.
PUNCTUALITY
It is your responsibility to ensure that you return to the vehicle at the time stated by the driver. The drivers' stated times are final and no refund or compensation shall be made to anyone returning late thereby missing the vehicle and subsequently missing any onward connections.
DISORDERLY BEHAVIOUR
The company reserve the right to refuse travel to anyone that it deems to be a nuisance or danger to its employees or passengers. In extreme cases of nuisance the company may request the police to assist to eject the offenders. No compensation or refund shall be made to anyone requested to leave the vehicle under such circumstances.
General Information
LUGGAGE
One suitcase plus one small piece of hand luggage per person is allowed. It is your responsibility to ensure your luggage is correctly loaded and unloaded at each destination.
USE OF VEHICLES
Whilst every effort shall be made to supply an MTM Chauffeurs Limited vehicle of executive quality, sometime such vehicles become unavailable. In such cases we shall supply the highest standard of vehicle available to us at the time, this form of hire shall be known as sub hire.
CHANGES TO ITINERY
From time to time MTM Chauffeurs Limited may have to change certain aspects of the given itinerary. Wherever possible such changes shall be notified to you in advance.