All transactions involving clients and Mara Cars Limited are made in accordance with the terms and conditions outlined on this page (on this website). Therefore, it is assumed that whenever a customer puts an order, they do so in accordance with all of the terms and conditions listed here (on this website).
1. Service Purchases
You confirm that you are at least 18 years old and that you are of legal age to engage into binding contracts by placing an order over our website, over the phone, or by email.
Mara Cars Limited is a private hire operator with a Transport for London (TfL) licence nr 01009801. As a result, we only accept direct booking requests for chauffeured transportation from our clients. Our drivers are not authorised or licenced to take reservations. It is respectfully requested that the client(s) only make bookings using the internet booking form, sending an email, or making a phone call.
The client (also known as an agent, a business, a passenger, or a person making the reservation and paying for the transportation service) and Mara Cars Limited are the parties to every booking.
Only the client’s direct payments are accepted by Mara Cars Limited. Payments are not handled by our drivers.
Bookings, delivering transport services, and any liabilities arising in connection with such services are all handled by Mara Cars Limited.
Any reservations made with a client or passenger may be cancelled at Mara Cars Limited discretion. All reservations are based on space being available Mara Cars limited will notify the client(s) via email, phone call, or text message in the event of a cancellation.
2. Online Bookings
All online bookings are subject to Mara Cars Limited approval. Occasionally errors may occur where online maps & quotes are calculated incorrectly, in the instance where an error is made and a product is listed at an incorrect price, Mara Cars Limited shall maintain the right to refund or cancel orders placed at the incorrect price.
Your full name, phone number, and email address must be provided in order to request a price or make a reservation through our booking agents. If you don’t, Mara Cars Limited won’t be able to help you anymore.
If the order has been confirmed and charged to your credit card, Mara Cars Limited shall immediately issue a credit in the amount of the incorrect price or where unsuitable issue a full refund.
Prices and product availability are subject to change without notice. All specials and promotions are limited to availability. We reserve the right to limit quantities of promotional products. Separate policies apply to specific offers within this website. See individual offer policies and notes for details.
Mara Cars Limited is not responsible for typographical errors and we make every effort to ensure the accuracy of the information published in our brochures and websites. The documents and graphics published on this site may contain technical inaccuracies or typographical errors. Mara Cars Limited makes no representation of the suitability of the information and graphics represented on this site. All such documents and graphics are provided “as is” without a warranty of any kind.
We are not responsible to pay for any missed flights. Please refer to clause 12 below.
2.1. One Way
With the option to include extra stops along the way, the One Way Chauffeur Service offers customers a single trip that starts at Point A and ends at Point B. During the booking procedure, customers must specify the exact pickup and drop-off locations as well as any additional stops. Any changes made to the itinerary after confirmation may incur additional costs. The cost of the One Way Chauffeur Service is determined by the travel distance between Point A and Point B as well as any additional waiting time the customer requests for the trip.
2.2. By The Hour/Daily Hire
By the Hour Service: The By the Hour service requires a minimum 4-hour reservation and comes with a predetermined number of miles that are valid only in the Greater London area.
Hourly hiring requires a minimum of 4 hours and 40 miles of travel inside the M25 in London.
A surcharge will be applied if the allotted mileage is exceeded.
A separate price will be charged for excursions outside of London (i.e., outside of the M25).
There is no way to divide up the hours into separate parts of the day.
Only individual journeys are subject to minimum fees; transports to and from the airport are not included.
Daily Hire
A daily hire is defined as at least 8 hours.
Consult our homepage pricing guide or quickly confirm rates using our booking system to get our hourly rate.
Example 1: If you reserve a car in advance for an 8-hour period but only use it for 6 hours, you’ll still be charged for the whole 8 hours.
Example 2: You will be charged for the full three days at the rate of 8 hours per day, in addition to the two extra hours used on the third day, if you reserve for three days or more, each day requiring a minimum of 8 hours of service, and use the service for 6 hours on the first day, 8 hours on the second day, and 10 hours on the third day. For the total number of hours worked, no average will be calculated.
Please refer to the full terms and conditions for further details.
2.3. Waiting Time
For journeys commencing with the collection of passengers from a flight into a UK airport, an inclusive waiting time of 1 hour is offered without charge. All other journeys are entitled to a complimentary waiting time of 15 minutes. Subsequent to the allocated complimentary waiting time for all journeys, a fee calculated in increments of 15 minutes will be applied to the designated debit or credit card during the booking process. Alternatively, we retain the right to levy charges to any debit or credit card details provided at the time of booking.
Our waiting time rates are as follows:
For the Business Class , the rate is £50 per hour
For Electric Class, the rate is £50 per hour
For the First-Class , the rate is £65per hour
For the Business-Van, the rate is £65 per hour
For the Range Rover the rate is £90 per hour
Rates are not VAT inclusive.
3. Payments
3.1 All charges indicated herein and in the current tariff issued by the Mara Cars Limited are payable in advance. Any additional expenses, such as extra waiting time and parking fees, will be charged to the credit or debit card you give when making the reservation. Your understanding and compliance with this policy are greatly appreciated.
3.2 We take all major debit and credit cards, including American Express, at no extra charge. Card charges, however, are non-refundable for booking cancellations.
3.3 Your booking may be subject to additional waiting time and parking fees.
3.4 The charge on your credit/debit card statement will be Mara Cars Limited.
Mara Cars Limited request a minimum of 4 hours’ notice for any online bookings if you would like to book a car with less than 4 hours notice – Please call our reservation team at +44 (0) 2030026325.
Online prices are valid for travelling within the UK only. If you require travelling to Europe, please call our office.
Online prices or bookings do not allow for public and bank holidays like Easter, Christmas Eve or Day, or New Year’s Eve or Day where 100% additional charges will apply.
4. Cancellation and Refund Policy
Because we at Mara Cars limited recognise that circumstances might change, we strive to offer flexible cancellation options for your convenience. You have the choice by getting in touch with our committed customer service team by phone, email, or by utilising the “Contact Us” section of our website.
We advise sending an email right away to contact@maracarschauffeurs.co.uk to request cancellation. This will help you avoid incurring any further fees. Please be informed that an email received within the free cancellation period acts as the valid proof of cancellation.
When a free cancellation occurs, the money will be returned to your account in no more than 10 business days.
4.1 Credit/Debit Card Payment Refund Policy
We would like to remind you that costs paid with a credit or debit card are not refundable.
Please contact us if you made a reservation and you need to make any changes or cancellations.
4.2. Cancellation fee
One-way trips inside London
Cancellations made up to 48 hours before the booking start time are free of charge, with a 5% card processing fee applied.
Cancellations made less than 48 hours before the booking start time are non-refundable, and the full booking amount will be charged.(excluding airport transfers).
Within London, there is a stringent 48 hour free cancellation and amendment policy that applies to hourly reservations.
A 72 hour free cancellation or change policy is strictly enforced for airport or private charter transfers.
The 72-hour cancellation or alteration policy applies to any reservations made in or out of London.
If the trip is cancelled within 48 hours, it is free; under 48 hours, it is non-refundable
4.3. Additional Causes for Cancellation:
Policy on Postponed Trip Cancellations During Non-Free Cancellation Periods
A cancellation fee based on the original booking will be charged in cases where a client changes the pick-up date and time from a non-“Free Cancellation” period to a “Free Cancellation” period and subsequently requests to cancel the trip.
The trip’s specifications, as outlined in our terms and conditions, as well as the initial booking, are taken into account when determining the implementation of the cancellation charge.
Only when a client changes the pick-up date and time from a time initially outside our “Free Cancellation” window and those adjustments stretch into the “Free Cancellation” window are these specific terms and conditions applicable.
Policy for Last-Minute Changes and Additional Fees:
If the pick-up time for a trip is changed less than two hours before the original time and it exceeds the allowed 15-minute grace period (for instance, the original pick-up time was 14:00 but is changed to 15:15), an extra fee (equivalent to one hour in this example) of waiting time will be charged. If the wait time exceeds two hours, the trip will be considered a “No Show/Cancellation,” necessitating the need for a new reservation, unless you decide to continue with the original reservation by paying for the extra waiting time.
Due to the possibility of airliners delays, please take note that these precise rules do not apply to airport transfers requiring flight pickups.
A no-show ‘No Show’ cancellation Application and Costs
The following circumstances result in the ‘No Show’ condition:
For one-way services, the trip will be deemed a “No Show” if the customer does not show up within 60 minutes of the planned pick-up time.
For airport transfers (pick-up only from the airport), the trip will be categorised as a “No Show” if the customer does not appear within 120 minutes of the planned pick-up time or landing time.
In either case, the ride will be listed as a “No Show” if the customer fails to notify the driver or the firm within this time about any anticipated delay that would last longer than the allotted amount of time. It will be cancelled as a result, and the client will be charged the full fare in addition to the waiting time fees.
A reasonable amount of ordinary passenger luggage is allowed, but luggage that, in the opinion of the chauffeur amounts to an excessive weight will not be carried. Or ‘We reserve the right to refuse to carry luggage, which in the opinion of the chauffeur, is excessively bulky or heavy.
5. Liability
The vehicle(s) used by Mara Cars Limited and its subcontractors are completely covered by insurance for passenger and third-party claims. However, Mara Cars Limited shall not be held liable for any loss or damage to the client’s property, which is solely carried at the risk of the customer.
The Highway Code requires Passengers to fasten their seat belts in the front and rear of the vehicle. Failure to comply with this rule releases Mara Cars Limited from liability in the event of an accident.
The passenger is solely responsible for their belongings at all times and must ensure that they are loaded into the car before the service begins and unloaded from the vehicle when it is over. No consequential damages resulting from luggage and personal goods that are not loaded into or unloaded from the passenger car will be accepted as the responsibility of Mara Cars Limited.
Compliance with UK Law Regarding Child Safety in Vehicles:
Safety is a top priority at Mara Cars Limited for all of our clients, including young passengers. According to UK legislation, all children must use the proper child restraint while riding in cars until they reach the height requirement of 135 cm or the age requirement of 12, whichever comes first. If a child seat or booster seat is necessary, please let us know when reserving your chauffeur service. Any youngster who is not securely fastened up may be refused transportation by our chauffeur, and a cancellation fee can be charged. Additionally, if the child seat takes up too much space in our car and prevents us from accommodating a previous or subsequent booking, a fee can be assessed. The child’s safety is always ultimately the responsibility of the parent or other responsible passenger.
6. Fitness to Travel
Any passenger who is thought to be under the influence of alcohol or drugs and whose behaviour poses a threat to the driver, the vehicle or other passengers will be refused travel.
7. Conveyance of Animals
On a private hire, no animals (other than guide dogs and hearing dogs) may be carried on any vehicle without prior written agreement from the company. Please note that additional costs will incur if travelling with animals. Cost to be confirmed with the company prior to placing a booking.
8. Policy on Lost Property at Mara Cars Limited
Mara Cars Limited recognises the value of personal things and goes above and beyond to return stolen items to their original owners. Do not hesitate to get in touch with us right away if you think you may have forgotten something in one of our cars. Our team will thoroughly search the car, and if your item is recovered, we’ll let you know.
It is crucial to offer as much information as you can about the lost item to aid in the process, including a description, location within the car, and the date and time of the trip. We will work hard to get your misplaced items back to you as quickly as we can.
Please be aware that while we make every attempt to return lost objects to their original owners, we are not liable for any harm, suffering, or inconvenience brought on by the subsequent loss of such item. At the end of the trip, it is the passenger’s responsibility to pick up their stuff.
9. Damage to Vehicles
Customers will be charged (from the credit or debit card provided at the time of booking) accordingly for any repair or valeting required to reinstate a vehicle to working order, as well as any subsequent loss of earnings for the driver as a result of their vehicle being off the road. Customers are responsible for any damage they cause to the interior and or exterior of a vehicle on hire to them. If you don’t make good on the damage you’ve done, legal action will be taken.
The Client understands that they, the Passenger, or any other member of their party during the rental time are accountable for any damage or soiling to the PHV. This covers spills, stains, and other types of damage, but is not restricted to these. Normal wear and tear, such as dirt or moisture from shoes, is not regarded as damage or soiling, though. The passenger is liable for any damage done to the PHV or to any third parties involved if they open or close the doors; the chauffeur is responsible for doing so. There can be a charge for the downtime if the PHV is out of commission for maintenance or valeting, based on the hourly rate. The Client consents to indemnify Mara Cars Limited harmless from any fees or losses of this nature.
10. Complaints
If the customer has a problem with the company’s services, they should try to resolve it right away by asking the driver or the business for help. If this has not resulted in a resolution, complaints must be made in writing within 14 days of the date the hire was terminated. All complaints will be acknowledged by the company within 14 days, and a complete response is typically provided within 28 days.
The following details need to be on the form:
Name, address, phone number, and email address of the complainant should be listed as the contact information.
Date of service: This should include the time and date of the requested chauffeur service.
Specifics of the complaint: In this part, describe the issue or difficulty you encountered in a clear and simple manner.
Photographs, invoices, or other pertinent proof that bolsters the complaint may be included in the supporting documents.
Preferred resolution: In this area, the complainant should outline their preferred course of action, such as asking for a refund, an apology, or financial compensation.
You can email complaints to contact@maracarschauffeurs.co.uk
Following submission, the complaint form will be routed to the relevant department within the chauffeur service for examination and resolution. To ensure customer satisfaction, the business will take all complaints seriously and reply promptly and professionally. All complaints will be acknowledged by the company within 14 days, and a complete response is typically provided within 28 days.
11. Fraud
Payments require authorization from the cardholder listed on the reservation. If we have a good faith belief that you or the cardholder are connected to any type of fraudulent conduct, we reserve the right to cancel your reservation without giving you prior notice. These actions may serve as the basis for such suspicion:
When questioned, you cannot provide details regarding the itinerary, such as the full pick-up and destination addresses, the full names of the passengers, their phone numbers, or any other conditions imposed by the company;
You are unable to give us the cardholder’s contact information when requested so that we can do security checks;
The cardholder alleges that the booking is fraudulent and that they did not authorise the transaction:
You or the cardholder have previously engaged in fraudulent behaviour or attempted chargebacks;
We have the right to refuse any bookings and to report you or the cardholder to the fraud department if we have a good faith suspicion that you or the cardholder are involved in any type of fraudulent conduct.
12. General Exceptions
Any breach or delay in the execution of any of our obligations under a Contract resulting from an Event outside of our control will not subject us to liability or responsibility. Any act or occurrence that is beyond our reasonable control is referred to as a “event beyond our control,” including hostilities (whether or not a war has been declared), civil war, revolution, rebellion, storms, floods, snowfall, earthquakes, subsidence, epidemics, and failures of both public and private telecommunications networks. Including but not limited to traffic jams, flat tyres, traffic accidents, road closures because of mishaps and mechanical failures, strikes, and lockouts.
Please be aware that while we will try to finish the trip with another chauffeur in the event of vehicle breakdown, tyre blowouts or accidents, we sadly cannot guarantee on-time arrival.
Privacy and Data Protection Policy
At Mara Cars Limited, safeguarding the privacy of our valued customers and esteemed website visitors is our unwavering commitment. This privacy policy is designed to elucidate the intricate processes surrounding the collection, utilization, and fortification of your personal information.
Mara Cars Limited (referred to as “we,” “our,” or “us”) staunchly upholds the pledge to shield and uphold the privacy rights of our esteemed customers (referred to as “you” or “your”), in full compliance with pertinent data protection regulations and statutes. We diligently adhere to all relevant privacy and data protection laws, including the comprehensive General Data Protection Regulation (GDPR) and the Data Protection Act 2018. This policy provides an intricate insight into how we procure, employ, and safeguard personal data, simultaneously elucidating your rights concerning your personal information.
Upon engaging our services for a private hire reservation, we acquire personal data pertinent to you, encompassing your nomenclature, domicile, contact number, email identification, payment particulars, pick-up and drop-off coordinates, and any distinct requisites or preferences. Additionally, we may also amass information about your interaction with our website.
Furthermore, your data may be employed for the subsequent purposes:
Adhering to legal mandates, such as the obligatory reporting of accidents or incidents to TfL,
Augmenting our service standards and formulating innovative solutions,
Ensuring the safety and security of both our esteemed passengers and dedicated drivers.
As part of our communication strategy, your email address is seamlessly integrated into our mailing list, designed to dispatch a solitary email per month. Rest assured, the liberty to opt out from this correspondence is always at your disposal.
Mara Cars Limited do not store any credit card data.
Mara Cars Limited uses the services of third party payment processors. Mara Cars Limited is not responsible or liable for any errors by these payment processors who hold PCI-DSS certification.
Mara Cars Limited will never share any customer data with any third parties, unless required to do so by law.
INTELLECTUAL PROPERTY RIGHTS AND LICENSE
All trademark rights, copyright, database rights and any other intellectual property rights of any nature relating to Mara Cars Limited are exclusively owned by Mara Cars Limited and/or its group of companies.
Mara Cars Limited hold copyright within the United Kingdom and the rest of the World.
Terms and conditions revised on 07.04.2024
