Terms and Conditions

Booking Information

It is the customer's responsibility to provide complete and accurate booking information, including: lead passenger name; collection date and time; pick-up and destination addresses; contact telephone number; email address; passenger numbers; luggage requirements; flight or travel details where applicable; and any other information reasonably required to provide the requested journey.

M&L and the Transport Provider will not be responsible for additional costs or disruption caused by materially incorrect or incomplete information supplied by the customer.

The lead passenger or person making the booking accepts these terms and conditions on behalf of all travelling passengers.

M&L's Role and Transport Provider

M&L provides booking, administration, payment collection, customer support and journey coordination services.

For journeys supplied by an independent Transport Provider, M&L acts as that Transport Provider's agent in arranging the passenger's journey.

The contract for the passenger transport service is between the customer and the Transport Provider allocated to the booking.

The Transport Provider will be an appropriately licensed driver and/or private-hire operator authorised to carry out the journey.

The identity of the Transport Provider will be made available to the customer once the journey has been allocated, normally through driver or vehicle information supplied before travel.

Under applicable private-hire legislation, M&L may continue to have regulatory responsibilities in relation to bookings accepted through its operator service notwithstanding its role as agent.

Booking Supplied Directly By M&L

In some circumstances, M&L may itself supply the passenger transport service rather than acting solely as an agent for an independent Transport Provider.

Where this applies, M&L will be the principal supplier of that journey and the booking records and accounting treatment will reflect that arrangement.

Unless otherwise stated, bookings allocated to independent self-employed drivers or independent operators are arranged by M&L as agent for the relevant Transport Provider.

Booking Acceptance & Confirmation

A booking is not confirmed until M&L has issued a valid booking confirmation or booking reference.

M&L accepts and administers bookings on behalf of the Transport Provider and will arrange for a suitable licensed Transport Provider to fulfil the journey.

Any amendments to the collection location, destination, vehicle requirement, date, time, passenger numbers or other material booking information must be agreed in advance.

Changes may result in an additional charge.

Where a requested amendment cannot reasonably be accommodated, the original booking arrangements will continue to apply unless otherwise agreed.

Fares & Agency Arrangement

The passenger fare quoted at the time of booking is the fare payable for the passenger transport service, subject to any agreed amendments or additional charges.

For agency bookings, the full passenger fare is the fare of the Transport Provider.

The Transport Provider authorises M&L to quote and administer agreed fares, collect passenger payments on its behalf and deduct M&L's agreed agency or booking fee before remitting the balance to the Transport Provider.

M&L's agency fee is a separate commercial arrangement between M&L and the Transport Provider and does not increase the confirmed passenger fare unless expressly stated.

Payment

Customers may be offered payment by card/Stripe, cash, account or another payment method approved by M&L.

Where payment is made by card, Stripe or account for an agency booking, M&L receives and holds the passenger fare on behalf of the Transport Provider and settles the amount due to the Transport Provider in accordance with its agreement with that provider.

Where payment is made in cash, payment is made directly to the Transport Provider.

For bookings consisting of more than one journey, including return bookings, M&L may require the full booking amount to be paid on the outbound journey or in advance.

VAT

VAT will be applied where legally required.

For agency bookings, the passenger transport service is supplied by the Transport Provider. The VAT treatment of that passenger fare therefore depends upon the VAT status of the Transport Provider.

M&L is responsible for VAT, where applicable, on the booking, agency, administration or other services supplied by M&L.

Where M&L supplies a journey as principal, the VAT treatment applicable to M&L's passenger transport supply will apply.

Incorrect Booking Information

If incorrect information supplied by the customer results in a failed collection, additional journey, significant delay or requirement for a replacement vehicle, additional reasonable charges may apply.

Where another collection is required on a different date or at a materially different time because of incorrect customer information, this may be treated as a new journey and charged accordingly.

Passenger & Vehicle Capacity

Customers are responsible for selecting a vehicle suitable for their passenger and luggage requirements.

Passenger and luggage capacities displayed during the booking process must not be exceeded.

M&L or the Transport Provider may refuse to carry passengers or luggage where doing so would be unsafe, unlawful or exceed the licensed or safe capacity of the vehicle.

Where a larger or additional vehicle becomes necessary because inaccurate passenger or luggage information was supplied, additional charges may apply.

Luggage

The standard luggage allowance depends on the vehicle selected and the passenger configuration.

Customers must declare oversized, excessive or unusual luggage when booking.

Items such as bicycles, mobility equipment, large sporting equipment or unusually large cases must be disclosed in advance.

Neither M&L nor the Transport Provider can guarantee carriage of items that were not declared and cannot safely be accommodated in the allocated vehicle.

Child Seats

M&L does not routinely provide child car seats.

Where a customer requires a particular child restraint, the customer should provide a suitable seat and notify M&L when booking.

Where a return journey is booked, storage of a customer's child seat may sometimes be arranged in advance but is not guaranteed unless confirmed.

Passenger Conduct & Safety

Passengers must behave in a manner that does not endanger the driver, vehicle, other passengers or members of the public.

A Transport Provider may refuse or discontinue a journey where a passenger: behaves aggressively, abusively or threateningly; appears incapable of travelling safely because of alcohol or drugs; causes or threatens damage to the vehicle; attempts to carry prohibited or dangerous items; or otherwise creates a genuine safety risk.

Where transport is reasonably refused because of passenger conduct, any refund will take account of costs and losses already incurred.

The customer may also be responsible for reasonable cleaning or damage costs caused by passengers in their party.

Waiting Times & Flight Arrivals

Where flight details have been supplied, M&L and the Transport Provider may monitor the scheduled or actual arrival time where appropriate.

Reasonable waiting arrangements may be included depending on the type of booking.

Additional waiting charges may apply where delays substantially exceed any included waiting period and the Transport Provider is required to remain at the collection point.

Airport parking, access or waiting charges may be included in the quoted fare or charged separately where this is made clear during booking.

Delays Outside Reasonable Control

M&L and the Transport Provider will make reasonable efforts to provide the journey at the agreed time.

Neither party will be responsible for delays caused by circumstances genuinely outside reasonable control, including severe traffic disruption, road closures, accidents, extreme weather, police incidents or other exceptional events.

Nothing in these terms excludes any liability which cannot legally be excluded.

Priority Journeys

Airport, railway, cruise, seaport and other time-critical journeys may be prioritised operationally where passengers have onward travel arrangements.

Customers are responsible for allowing sufficient travelling and check-in time when selecting their collection time.

Cancellations By The Customer

Unless different cancellation terms were expressly agreed for a particular booking:

• bookings cancelled more than 24 hours before the scheduled collection time may be refunded, subject to a reasonable administration/cancellation charge of £10;
• bookings cancelled with less than 24 hours' notice are subject to a 100% cancellation charge

Where a booking involves specialist vehicles, large groups, tours, events, multiple vehicles or substantial advance commitments, different cancellation terms may apply where these were made clear before the booking was confirmed.

Cancellation charges will not exceed what is reasonable in the circumstances.

Cancellation By M&L or the Transport Provider

M&L or the Transport Provider may cancel a booking where there is a genuine operational, safety, licensing or other reasonable basis for doing so.

Where a booking is cancelled for reasons that are not the customer's fault and the journey cannot be provided, any amount paid for the unprovided journey will normally be refunded.

This does not affect the customer's statutory rights.

Alternative Transport Providers

Because M&L operates a network of licensed independent drivers and transport providers, the Transport Provider initially allocated to a booking may occasionally need to be changed.

M&L may arrange for another suitable licensed Transport Provider to fulfil the booking.

Where this happens, M&L continues to administer the booking as agent for the Transport Provider ultimately supplying the journey unless M&L expressly confirms otherwise.

Complaints

M&L provides customer support and complaint administration for bookings arranged through its service.

Customers should raise any complaint as soon as reasonably possible by contacting:

M&L Travel Liverpool Ltd Level One, Basecamp Liverpool 49 Jamaica Street Liverpool L1 0AH

Telephone: 0151 923 2371 Mobile: 07538 240975 Email: bookings@mltravel.co.uk

Where a complaint concerns the transport service provided by an independent Transport Provider, M&L may investigate and administer the complaint on that provider's behalf.

Liability

Nothing in these terms limits or excludes liability where doing so would be unlawful, including liability for death or personal injury caused by negligence.

For agency bookings, the Transport Provider is responsible for providing the passenger transport service.

M&L remains responsible for the booking, administration and agency services it provides and for any responsibilities imposed upon it by applicable private-hire legislation.

Customers retain all statutory consumer rights.

Personal Infornmation

Personal information supplied in connection with a booking may be shared with the Transport Provider and other parties where reasonably necessary to arrange, administer and fulfil the journey.

Personal information will be handled in accordance with M&L's Privacy Policy and applicable data-protection law.

Governing Law

These terms are governed by the laws of England and Wales.

Any dispute will be subject to the jurisdiction of the courts of England and Wales, subject to any rights a consumer has to bring proceedings elsewhere under applicable consumer law.