Guidelines for cancellations are clear and designed to protect both passengers and operations. We provide a full refund, minus a 5% merchant account fee charged by Stripe, for all cancellations made at least 24 hours prior to pickup. For everything else, we accommodate clients with schedule changes — no questions asked — with very limited exceptions. The most common exception applies to flight cancellations and rebookings. A flight change is treated as a cancellation with a new reservation replacing the original, unless it only results in a minor adjustment to pickup time, which is decided at dispatch discretion.
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Full Refunds
Cancellations at least 24 hours in advance are refunded fully, minus a $5 merchant processing fee. -
Flexible Rescheduling
Schedule changes are accommodated whenever possible, allowing passengers to adjust without penalty. -
Flight Changes
A rebooked flight counts as a cancellation requiring a new reservation, unless only minor pickup time changes are needed. -
Dispatch Discretion
Exceptions for unusual circumstances are evaluated by dispatch to balance fairness and operations. -
Passenger Cooperation
We ask passengers to understand delays caused by airlines or long travel are outside our control, and drivers should not be penalized for those experiences. -
Commitment to Service
Our team focuses on providing the best possible experience, even when plans shift unexpectedly.