Service Policies

Standard Airport Reservations:

• Cancel 24+ hours before pickup: Full refund (excluding any non-refundable deposit, if applicable).
• Cancel 12 to less than 24 hours before pickup: 50% refund of total fare.
• Cancel less than 12 hours before pickup: No refund (full cancellation charge applies).
• No-show: Full charge of the booked service fare; no refund.

Reservations booked for special events, hourly charters, weddings, or group transfers have a longer cancellation window due to dedicated vehicle allocation:

• Cancel 7+ days before service: Full refund (excluding any non-refundable deposit, if applicable).
• Cancel 3 to less than 7 days before service: 50% refund of total fare.
• Cancel less than 3 days before service: No refund (full cancellation charge applies).
• No-show: Full charge of the booked service fare; no refund.

• Certain reservations (e.g., high-end limousines, large group vehicles, or multi-vehicle bookings) may require a deposit at the time of booking.
• Unless otherwise specified, deposits are non-refundable but may be applied toward a future reservation under circumstances approved by management.
• Your reservation confirmation will clearly state if a deposit is required.

For JFK, LGA, EWR, and ISP airport pickup reservations, we monitor flights in real time. If your flight changes (delayed or rescheduled):

• Flight delays: No cancellation fee if departure changes occur and we are notified promptly.
• Missed flights: If you notify us as soon as the airline confirms cancellation or significant delay, we will assist in rescheduling without penalty.
• Late notifications that result in a missed pickup may be billed at the full fare.

We recognize that severe weather and emergencies can affect travel plans:

• If government-issued travel advisories, severe weather conditions, or documented emergencies prevent travel, clients may be eligible for a partial or full refund at our discretion, provided proof of the situation is submitted in advance.
• This is a case-by-case consideration and must be evaluated with customer support.

1. Contact our reservations team by phone at (631) 418-5600 or the email listed on your confirmation.
2. Provide your reservation reference number, pickup date/time, and the change or cancellation request.
3. If a refund is due, it will be processed within 5–10 business days, depending on your bank's policies.

A no-show is when:

• The client does not cancel within the required notice period, AND
• The client does not present themselves at the scheduled pickup location within 15 minutes of the scheduled time.

No-shows are charged the full reservation amount with no refunds.

• If a chauffeur has been dispatched and then the ride is canceled within the late cancellation window, additional dispatch or wait charges may be applied.
• Fees for additional services (e.g., waiting time beyond the included grace period) are billed per the terms agreed at booking.

Airport Pickups (Arrivals at JFK, LGA, EWR, ISP)

• Domestic flights: 40 minutes of complimentary waiting time from the time your flight lands.
• International flights: 60 minutes of complimentary waiting time from the time your flight lands.

This allows time for deplaning, baggage claim, and customs/immigration.

Departures & Point-to-Point Pickups

• 15 minutes of complimentary waiting time from the scheduled pickup time.

Applies to home, hotel, office, and venue pickups.

• Waiting time is billed in 15-minute increments.
• The rate is based on your reserved vehicle type (sedan, SUV, Suburban, Sprinter, limo).
• Waiting time charges begin automatically once the complimentary window ends.

Our goal is flexibility—not penalties—but extended delays affect chauffeur schedules and future reservations.

Flight Delays

If your flight is delayed, there is no waiting time charge as long as:

• Your flight number was provided at booking, and
• We can monitor the delay in real time.

Your chauffeur's arrival time will adjust with your flight automatically.

Passenger Delays (After Landing)

If your flight lands on time but you delay exiting the terminal (shopping, dining, extended stops, etc.), waiting time applies after the complimentary window expires.

If you book Meet & Greet service inside the terminal:

• Waiting time begins when the chauffeur enters the terminal at the scheduled arrival time.
• Complimentary waiting time still applies (40 minutes domestic / 60 minutes international).
• After that, standard waiting charges apply in 15-minute increments.

A reservation is considered a no-show if:

• The client does not appear at the pickup location, AND
• No communication is received within the complimentary waiting window, AND
• The chauffeur waits 15 minutes beyond the complimentary period.

In these cases, the full reservation amount is charged and no refund applies.

• Provide your flight number for all airport pickups.
• Keep your phone on after landing.
• Contact dispatch immediately if you experience long customs lines, lost luggage delays, or unexpected terminal issues.

We are always happy to adjust when we are informed in real time.

We do not apply waiting time charges automatically when:

• There are confirmed airline delays.
• Terminal congestion causes unavoidable delays.
• Exceptional circumstances occur and communication is maintained.

Our policy is designed to protect both your experience and our ability to deliver consistent service to every client.