BOOKING POLICIES
01 / CANCELLATION & CHANGES
All cancellations for point-to-point transfers must be made at least 24 hours prior to scheduled pickup. Cancellations within the 24-hour window will result in a full charge of the quoted fare. For special events, weddings, and group bookings, a 7-day cancellation notice is required to avoid full payment obligation. All changes to existing reservations are subject to vehicle availability and may incur additional processing fees.
02 / WAIT TIME & GRACE PERIODS
We offer a complimentary grace period of 15 minutes for residential/office pickups and 45 minutes for airport arrivals (starting from the flight's actual arrival time). After the grace period expires, wait time will be billed in 15-minute increments based on the hourly rate of the reserved vehicle. For airport pickups, our chauffeurs monitor flight statuses; however, unforeseen delays lasting more than 2 hours may result in vehicle rescheduling or a stand-by fee.
03 / NO-SHOW POLICY
A reservation is considered a 'No-Show' if the passenger fails to appear at the designated pickup location within 30 minutes (60 minutes for airports) without prior contact with the dispatcher or chauffeur. No-Shows are non-refundable and will be billed at the full contract rate plus all applicable fees, surcharges, and gratuity. If you cannot locate your chauffeur, please call our 24/7 dispatch line immediately to avoid a No-Show designation.
04 / DEPOSITS & REFUNDS
A non-refundable deposit may be required for special event bookings or high-volume dates. Refunds for eligible cancellations (made outside the penalty window) are processed back to the original form of payment within 5-7 business days. In some cases, credit toward a future reservation may be offered in lieu of a refund. Transaction fees from third-party payment processors are non-refundable.
05 / CONDUCT & FINES
Family Elite Limo Services strictly prohibits smoking and vaping in all fleet vehicles. A minimum $500 cleaning and deodorizing fee will be applied to any violation. Excessive mess, spillage, or physical damage to the interior or exterior of the Cadillac Escalade will result in an additional cleaning or repair fee based on actual assessment. Any illegal activity occurring within the vehicle will result in immediate termination of service with no refund.