Cancellation Policy
There is no charge for cancelling a reservation at least 48 hours before your pickup time except for the 30% non-refundable booking fee. This gives us time to fill your spot, so we don't lose money by being unavailable during the times when other customers are trying to book. This amount is $120 on the average. The date and time the cancellation email is sent determines your refund amount. Refunds are not automatic; you must reply to the cancellation email and say "Refund" to request a refund. If it's more than 48 hours, you will be refunded 70%. If it's less than 48 hours, but more than 24 hours, you will be refunded 60%. If it's less than 24 hours, but more than 4 hours, you will be refunded 50%. There are no refunds for no shows, cancellations within four hours, refusal of service or reservation abandonment.
A no show is when:
- The driver waits for 30 minutes after the pickup time and the customer doesn't show up,
- The customer cancels less than 4 hours before the pickup time,
- The driver is already enroute for trips lasting more than four hours.
- Reservation abandonment - company is not able to contact the customer at the scheduled time.
There is no charge for flight delays. However, we do charge wait time if you're more than 30 minutes late for your pickup, and it's not due to a flight or baggage delay.
For example, the driver takes two hours getting to Flagstaff on time and the customer cancels or refuses service, then the full amount would be due. Or the driver gets to Flagstaff on time, waits 30 minutes for the customer and leaves, then the full amount would be due. Most drivers are flexible and will wait longer if you communicate with them as long as it's not going to make them late to pickup the next passenger. Wait time is billed at $42 per hour.
It's always better to change your reservation than to cancel since there is no charge for changing the date or time as long as it's the same service type, and we want you to be happy with our company. If you do have to cancel less than 48 hours before your pickup time, just remind us next time and we can give you 20% off your next reservation as a courtesy.
Please turn your cell phone on when you land, turn off airplane mode, and keep a look out for calls or texts since your driver will want to let you know where to meet them. It's a great idea to communicate with your driver; letting them know when you land and get your bags can make the process smoother for both you and the driver.
Situations where we will issue a full refund:
- Driver did not show up.
- Driver is more than 30 minutes late and the customer chose to cancel.
- Duplicate reservation - same day, time and addresses.
- Price glitch due to software error resulting in a price change of 20% or more. See below for details.
If there is some kind of mechanical breakdown or driver error, we will do our best to arrange alternate transportation at no additional cost, so you aren't stranded. Anything we pay a 3rd party for transportation will not entitle you to a refund, and the full tip you paid will be given to the 3rd party.
If there is some kind of software error with the price you were quoted resulting in an increase of more than 20% after it is fixed, you have the option to cancel at least 4 hours before and receive a full refund.
If you are charged in error, we will gladly refund you. However, if we are not immediately offering to refund you, chances are that you are at fault. Any refusal will result in us immediately turning you over to collections. You will also be sent to collections for unpaid balances that go over 30 days unless payment arrangements are made. Booking fees are non-refundable.
Disputes are billed at cost to the company. Collection fees are up to 35% of unpaid balances. You are also responsible for paying 1% per month and any legal fees connected with collecting the amount you owe. Obviously, this is never the goal of our company or the cancellation policy, but this is not a free service. We have to pay our drivers and gas regardless of whether you pay or not, and it doesn't really matter if you want to pay.
We reserve the right to refuse service for the following reasons: illegal acts, profanity, threats, sexual advances, sexual comments, racist language, uncontrolled bodily fluids, violence, damage to property, or an attempt to damage the vehicle.
Intentionally not paying can result in criminal charges called defrauding an inn keep, and anything else the officer thinks is appropriate.
