Terms & Conditions of Carriage.

• Booking — a confirmed reservation for transport services, evidenced by a written or electronic confirmation issued by the Operator.
• Confirmed Pickup Time — the pickup time stated on the Booking confirmation, as amended in writing by agreement of both parties.
• Dispatch — the point at which a driver and vehicle are formally assigned and en route to the pickup point.
• Force Majeure Event — any event beyond the reasonable control of a party, including extreme weather, civil unrest, strikes, road closures, accidents not caused by the Operator, load-shedding, or government action.
• No-Show — the Customer or passenger's failure to present at the agreed pickup point within the applicable waiting period, without prior notice to the Operator.
• Operator — MGroup Shuttle and Transport, its employees, contracted drivers, and agents.
• Vehicle — any motor vehicle operated or contracted by the Operator to provide the Booking.

• A Booking is only confirmed once payment is received and the Operator issues a written or electronic confirmation stating route, vehicle type, price, and pickup details.
• The Customer must check the confirmation and notify the Operator immediately of any error in date, time, address, passenger count, or contact details.
• The Operator may decline a Booking, or request further information (e.g. proof of identity or payment), before confirming — particularly for late-night, long-distance, or high-value bookings.
• Quoted prices are valid for the specific route, date, vehicle class, and passenger/luggage count stated at the time of quotation. Material changes may result in a revised price before the Booking is confirmed.

• The price confirmed at Booking is fixed and inclusive of standard fuel and toll costs for the agreed route. It will not be increased once confirmed, except where the Customer changes the Booking or incurs additional charges under these Terms (e.g. waiting time, trailer, child seat).
• Accepted payment methods are card, instant EFT, or a secure payment link. Corporate account invoicing may be offered at the Operator's discretion.
• Full payment (or an agreed deposit) is due before the trip begins, unless the Customer has an approved corporate or invoicing account.
• No cash is handled in-vehicle, for the safety of drivers and passengers.
• Where a payment fails to reflect by the Confirmed Pickup Time, the Operator may treat the Booking as unconfirmed and decline to dispatch a vehicle, without liability, provided reasonable notice is given.
• All prices are quoted in South African Rand (ZAR) and are inclusive of VAT where the Operator is a registered VAT vendor.

Cancellation by the Customer:

• Bookings for long-distance travel, tours, chauffeur services, events, or other services requiring dedicated vehicle allocation may attract reasonable cancellation charges. The amount, if any, depends on the notice provided before the scheduled service, as late cancellations may prevent us from reallocating the reserved vehicle and driver.
• Cancellation after Dispatch, or a No-Show: 100% of the fare is retained, as the vehicle and driver have already been committed.
• A missed flight reported to the Operator before Dispatch will be rebooked free of charge, subject to vehicle availability.
• All cancellations must be made in writing (WhatsApp, email, or the booking platform) and will be confirmed in writing by the Operator.

Cancellation or non-performance by the Operator:

• If the Operator cancels a confirmed Booking for any reason within its control, the Customer receives a full refund and we make reasonable efforts to arrange comparable alternative transport at no extra cost.
• If the Operator's driver is more than 30 minutes late for a Confirmed Pickup Time (excluding delays caused by the Customer, traffic incidents, or a Force Majeure Event), the trip is provided free of charge.
• Where non-performance results from a Force Majeure Event, the Operator refunds any fare paid for the uncompleted portion of the trip but is not liable for consequential loss.

• Changes to pickup time, address, or vehicle type may be requested by WhatsApp, email, or phone to the Operator's office — not to the driver directly, as drivers are not authorised to amend Bookings.
• Changes are subject to vehicle and driver availability. A change to a longer route or larger vehicle is charged at the published rate difference; a change to a shorter route or smaller vehicle does not entitle the Customer to a partial refund unless made more than 24 hours before pickup for local trips.
• The Operator confirms every accepted change in writing before it takes effect.

• Free waiting time at pickup: 60 minutes for international flight arrivals, 30 minutes for domestic arrivals, and 20 minutes for all other pickups — measured from the Confirmed Pickup Time or actual flight landing time, whichever is later.
• After the free waiting period, additional waiting is charged at R340 per hour or part thereof, subject to driver availability.
• Where a flight number is provided at Booking, the Operator tracks that flight and adjusts pickup timing automatically at no extra charge for delays within the free waiting window.
• For non-airport pickups, if the passenger has not presented within 20 minutes of the Confirmed Pickup Time and cannot be reached by phone or message, the trip may be treated as a No-Show.
• The Customer must keep a working phone number available and switched on around the pickup time so the driver can make contact.

• Each passenger may bring one suitcase (maximum 23 kg) and one item of hand luggage as standard, unless a larger vehicle or trailer has been booked.
• A luggage trailer is available on request at R400 per trip — please request it at the time of Booking so the correct vehicle is dispatched.
• Wheelchairs, mobility aids, and other essential medical equipment travel free of charge. Please disclose this need at Booking so an appropriately equipped vehicle and driver are assigned.
• The Operator is not liable for cash, jewellery, electronic devices, or other valuables left unattended in a Vehicle. Luggage and personal belongings are carried at the Customer's own risk.
• Items left behind after a trip are held by the Operator for at least 14 days and may be collected or, where practical, returned to the Customer at the Customer's cost.

This section exists to protect drivers, other passengers, and the Vehicle, and sets out the standard of behaviour expected in return for the service standards the Operator commits to elsewhere in these Terms.

• No smoking, vaping, or consumption of alcohol or illegal substances is permitted in any Vehicle.
• Pets are not carried, except registered guide and assistance animals, which travel free of charge.
• Children must be secured in an appropriate child seat; this can be requested (with an additional charge, where applicable) at Booking.
• The Operator may refuse to carry, or terminate a trip part-way, where a passenger's behaviour is abusive, threatening, puts the driver or other passengers at risk, or damages the Vehicle. In such cases no refund is due for the unused portion of the trip.
• A passenger who damages, stains, or soils a Vehicle beyond normal wear and tear (including from illness or spillage) will be charged a reasonable cleaning or repair fee, invoiced after the trip with supporting evidence.

• The Operator may substitute a comparable or higher-category Vehicle at no extra charge where operationally necessary (e.g. mechanical issue, driver illness).
• Neither party is liable for a failure or delay in performance caused by a Force Majeure Event, provided the affected party gives notice as soon as reasonably possible and takes reasonable steps to minimise the impact.
• Where a Force Majeure Event prevents a trip from being completed, the refund rule in section 4 applies to any fare paid.

• Every Vehicle operated by the Operator carries statutory passenger liability insurance. The Operator's liability for death or personal injury arising from the negligence of its driver is limited to the extent of that cover, except where such limitation is not permitted by South African law.
• The Operator is not liable for indirect or consequential loss (including missed connections, lost business, or lost enjoyment), or for delays caused by traffic, weather, airline schedule changes, road closures, or other Force Majeure Events beyond its reasonable control.
• Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited under the Consumer Protection Act 68 of 2008 or any other applicable law, including liability for gross negligence or wilful misconduct.
• The Customer is encouraged to hold their own travel insurance for flight-critical journeys and for the value of any luggage or belongings carried.
• The Operator's total liability for any claim arising from a Booking, other than for death, personal injury, or matters that cannot lawfully be limited, shall not exceed the total fare paid for that Booking.

The Customer indemnifies the Operator against any loss, claim, or damage arising from: (a) a passenger's breach of the Passenger Conduct rules; (b) inaccurate information provided at Booking (e.g. incorrect address, passenger count, or luggage details); or (c) items carried by the Customer that are illegal, hazardous, or not disclosed as required by these Terms.

This indemnity does not apply to loss or damage caused by the negligence, wilful misconduct, or breach of these Terms by the Operator or its driver.

In return for the Customer's obligations above, the Operator commits to the following minimum standards, which the Customer may rely on and enforce:

• Drivers hold a valid Professional Driving Permit (PrDP) and all licences required by South African law.
• Vehicles are roadworthy, regularly serviced, and inspected before dispatch.
• Pricing is fixed and transparent at Booking, with no undisclosed surge pricing.
• Customer bookings, payment details, and personal information are handled securely and confidentially.
• A dispatcher or office contact is reachable for the duration of every trip.

• The Operator processes personal information (name, contact details, pickup/drop-off addresses, payment information, and, where provided, flight or passport details) solely to fulfil the Booking, ensure passenger safety, and comply with legal obligations, in accordance with the Protection of Personal Information Act 4 of 2013 (POPIA).
• Personal information is not sold to third parties and is only shared with drivers, payment processors, and service providers directly involved in fulfilling the Booking, or where required by law.
• The Customer may request access to, correction of, or deletion of their personal information by contacting the Operator's information officer at bookings@mgroupshuttle.co.za.

• Complaints should be raised with the Operator in writing within 7 days of the trip, with supporting details (booking reference, date, description of the issue).
• The Operator will acknowledge a complaint within 2 business days and aim to resolve it within 14 business days.
• If a dispute cannot be resolved directly, either party may refer it to the National Consumer Commission, an applicable industry ombud, or pursue mediation before resorting to litigation.

These Terms are governed by the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008, and are drafted with the intention of complying with it in full. The parties consent to the non-exclusive jurisdiction of the South African courts for any dispute not resolved under section 14.

• Severability — if any clause of these Terms is found unlawful or unenforceable, the remaining clauses continue in full force.
• Amendments — the Operator may update these Terms from time to time; the version in force at the time a Booking is confirmed applies to that Booking. The current version is always available at mgroupshuttle.co.za.
• Entire agreement — these Terms, together with the Booking confirmation, constitute the entire agreement between the parties for that trip and supersede any prior discussions or representations.
• No waiver — a failure by either party to enforce any right under these Terms is not a waiver of that right.

• Registered address: Olifantsfontein, Gauteng 1666
• Phone: +27 10 006 9073
• WhatsApp: +27 74 422 7282
• Email: bookings@mgroupshuttle.co.za