Terms & conditions
Whatyouareagreeingto,inplainwords
These are the terms that decide what you pay and when. We would rather you read them before you book than discover them on an invoice.
Cancelling
Six hours, then the fare stands
A booking holds a specific car and a specific chauffeur for a specific hour. Six hours is long enough for us to fill that slot; less than six is not.
| When you cancel | Fee | What that means |
|---|---|---|
| More than 6 hours before pickup | $0 | Cancel free of charge. Any authorisation held on your card is released. |
| Less than 6 hours before pickup | 100% | The full fare is charged. The vehicle and chauffeur are already committed to you. |
| No-show | 100% | You left the pickup location, or never came to it, without telling the driver or dispatch you were delayed. Call or text the moment you are running behind and this does not apply — see waiting, below. |
If we cancel
You are refunded in full, whatever the notice. No fee, no partial charge, and any authorisation on your card is released the same day. We will also try to put another vehicle on the job before we cancel at all — but if we cannot, you are not out of pocket for our problem.
Waiting
The clock starts when you land, not when you were due
Give us your flight number when you book. Your complimentary wait time is counted from your actual landing time, not the scheduled one, so a delayed arrival does not cost you waiting time.
- Domestic flights
45 minutes
Complimentary
Your actual landing time, not your scheduled time. Give us the flight number when you book.
- International flights
60 minutes
Complimentary
Your actual landing time. The extra quarter hour covers immigration and baggage.
- Point-to-point and hourly
15 minutes
Complimentary
The pickup time on your confirmation.
Past the complimentary window, waiting is billed at $70 per hour, charged in 15-minute increments. We call before the meter starts.
Your final invoice
The fare can only move for things you asked for
Once you have a fare from us it is fixed. It changes afterwards only if the trip itself changed — never because of traffic, a longer route, or a driver running behind.
Extra waiting
Charged only once your complimentary window has run out — 45 minutes on domestic flights, 60 minutes on international flights, 15 minutes on point-to-point and hourly. After that, $70 per hour, billed in 15-minute increments.
Extra stops or a changed route
A flat fee for an additional stop within the same zone. A larger change is recalculated on the added mileage and time, and confirmed with you in the car.
Tolls and parking
Added at cost, and only where they were not already included in your quoted fare. We do not mark them up.
Damage and cleaning
Smoking is not permitted in any vehicle. Excessive mess, spillage or smoking is billed at the cost of professional cleaning, charged to the card on file.
Your receipt
A final invoice is issued once the trip closes, showing the quoted fare and every adjustment on its own line.
Booking
What we ask for, and why
Every field on the booking form exists because a chauffeur needs it to arrive at the right place, at the right time, in the right car.
- Where you are going
- Pickup address, drop-off address, and any stops in between.
- Your flight, on airport transfers
- A flight number is required for pickups at JFK, LaGuardia (LGA), Newark (EWR), Teterboro (TEB), Westchester County (HPN). It tells us which flight to expect, so your waiting time is counted from your actual landing.
- Passengers and luggage
- Counts for both. The form recommends a vehicle class that fits — a fourth passenger and four cases is an SUV, not a sedan.
- Child seats
- Rear-facing, forward-facing or booster, at $35 per seat, up to two seats per vehicle. Fitted and checked before we set off.
- Meet and greet, and anything else
- A chauffeur waiting inside arrivals with a name board, or any request you would otherwise have to phone in.
- Your agreement to these terms
- You confirm you have read and accept these terms on the booking form, before any payment is authorised. The form will not submit without it, and no card is charged or held until you have.
- Payment
- Card (Stripe) or cash on delivery, chosen when you book. By card, you pay through Stripe's secure page: a fixed fare straight after booking, a quoted fare once we have priced it and you accept, from the tracking page. Cash on delivery is paid to your chauffeur at the end of the trip, in US dollars, and covers the fare plus anything added to it on the day.
- Confirmation
- Emailed immediately, with your reservation ID and a summary of the trip. That ID is what the tracking page accepts.
Airport transfers within the five boroughs carry a published fare, shown in full before you confirm. Every other trip — point to point, hourly, or anywhere outside New York City — is priced by a person: you send the details, we come back with a fare, and nothing is charged until you accept it. Either way, there is no figure on the final invoice you have not already seen or asked for.
Your information
What we hold, and why we need it
We collect what it takes to get a car to you and settle the fare. Nothing else, and nothing kept for longer than that requires.
- Your name and phone number
- So the chauffeur can reach you at the kerb, and so we can call you if anything about the trip changes.
- Your email address
- For the confirmation, the reservation ID and the final invoice. We do not add you to a mailing list off the back of a booking.
- Pickup and drop-off addresses
- Including any stops. These go to the chauffeur driving you and nowhere else. Where you were picked up and dropped is not discussed between bookings.
- Your flight number, on airport transfers
- So we know which flight you are on, and your waiting time is counted from when you actually land rather than the scheduled time.
- Payment details
- If you pay by card, you enter your card details on Stripe's page and they never reach our systems. We keep only Stripe's reference for the payment.
- We do not sell your details, and we do not pass them to anyone beyond the chauffeur driving you and the processor taking the payment.
- Access is restricted to reservations staff, and every change to your booking is recorded against the person who made it.
- Your chauffeur is given your name, your phone number and the route — not your payment details.
- Ask us at any time for a copy of what we hold on you, or for it to be deleted once your trips are settled.
After your trip
We ask how it went, and we publish what you say
Every completed trip gets an automated request to rate the ride. What you write is yours.
Ratings are not filtered
Any rating may appear on this site or on our Google Business Profile. We select testimonials from clients who have agreed to be quoted, and we do not withhold a review because it is critical.
A poor rating reaches a person
Anything below four stars is routed straight to management the same day, alongside being published. A complaint that only reaches a dashboard has not been dealt with.
Questions
Ask before you book, not after
If any of this is unclear for the trip you have in mind, email reservations and we will reply.
Last updated 24 September 2026. These terms cover cancellation, waiting, billing and booking. Rates are in US dollars.