Cancellation Policy

How to cancel or change a booking

The fastest way to cancel or modify a reservation is to contact our team directly by phone, text, or email using the details below. Please have your booking confirmation handy, and reach out as early as you can — the more notice you give us, the more easily we can accommodate a change or cancellation.

Refunds

Any refund due is issued back to your original payment method through our secure payment processor, Square. Depending on your bank or card issuer, it may take a few business days for the refund to appear on your statement after we process it.

Free cancellation — how much notice you need

Cancel with at least the notice below and there is no charge — any payment or deposit is refunded in full. How much notice you need depends on your vehicle and the type of service, because larger vehicles and event dates are reserved and staffed further ahead. The notice is measured from your scheduled pickup time:

• Sedans & SUVs (including Premier VIP) — 24 hours for airport and point-to-point trips, 24 hours for hourly service, and 1 week for weddings, proms, and packages.
• Sprinters (12–14 passengers) — 48 hours for airport, point-to-point, and hourly service, and 1 week for weddings, proms, and packages.
• Stretch limousines & stretch SUVs — 48 hours for airport, point-to-point, and hourly service, and 2 weeks for weddings, proms, and packages.
• Party bus — 1 week for airport, point-to-point, and hourly service, and 2 weeks for weddings, proms, and packages.
• Mini buses & coaches — 2 weeks for airport, point-to-point, and hourly service, and 1 month for weddings, proms, and packages.

A cancellation takes effect when you reach our team — the fastest way is by phone. If you’re unsure which window applies to your trip, just ask and we’ll confirm it.

Deposits & late cancellations

Packages, event bookings, and larger vehicles — stretch limousines, party buses, and coaches — are held with a deposit. If you cancel after the notice window above has passed, the deposit is non-refundable: we keep it to cover the vehicle and chauffeur we set aside for your date. Cancel within the window and your deposit is refunded in full.

No-shows & last-minute cancellations

A last-minute cancellation or a no-show is non-refundable. Because we reserve a dedicated vehicle and chauffeur for your exact pickup time, a trip cancelled at the last minute — or a pickup where no one is present — is charged the full fare (including gratuity), and any amount already paid is not returned.

For airport pickups we track your flight and include a grace period at arrival before a no-show applies, so a delayed flight is never counted against you. If you can’t locate your chauffeur at pickup, please call us right away rather than leaving — we’ll connect you.

Weather & circumstances beyond our control

We understand that flights get cancelled and weather happens. When events outside your control or ours affect a trip, contact us as soon as you can and we’ll work with you to reschedule or find the best resolution. For more on our service terms, see our Terms & Conditions.

Changes to this policy

We may update this Cancellation Policy from time to time. The “Last updated” date above reflects the most recent revision.