Refund & Cancellation Policy

We keep this simple and fair. Plans change; our job is to help you pivot without surprises. Below is exactly how refunds, credits, and cancellations work for self-drive and chauffeured bookings.

Quick summary (at a glance)

• Free 24-hour grace period: Cancel within 24 hours of booking if your pickup is 7+ days away → full refund, less payment processing fees (see “Non-refundable fees”).
• Standard self-drive window:
  • 14+ days before pickup: 100% refund (less fees) or 100% store credit.
  • 7–13 days: 50% refund or 75% store credit.
  • 72 hours–6 days: 25% refund or 50% store credit.
  • <72 hours: non-refundable; we’ll try to reschedule once at no extra cost if the calendar allows.
• Chauffeur & event bookings (weddings, prom, photo/video):
  • 30+ days: 100% refund (less fees) or 100% credit.
  • 15–29 days: 50% refund or 75% credit.
  • <15 days: non-refundable; free date/time change once if the chauffeur and vehicle are available.
• No-shows / late arrivals: non-refundable. We’ll hold the vehicle 60 minutes past your slot unless you’ve texted/called us.
• Security deposits: fully refundable if the car returns in the same condition; see timing below.
• Weather: we’ll help you reschedule (priority access) at no change fee when the forecast makes driving genuinely unsafe.

What counts as what (plain definitions)

• Self-drive: you or an approved driver operate the vehicle.
• Chauffeured: our professional driver operates the vehicle for you.
• Store credit: dollar-for-dollar credit you can use within 12 months; transferable once requested.
• Processing fees: non-refundable card/merchant fees we’re charged on each transaction (typically 2.9–3.5% + $0.30 per charge).

Cancelling a self-drive booking

• 14+ days before pickup → full refund (less fees) or full credit.
• 7–13 days → 50% refund or 75% credit.
• 72 hours–6 days → 25% refund or 50% credit.
• Less than 72 hours → non-refundable. If we can re-place your slot, we’ll convert part of your booking to credit as a courtesy.

Tip: If your dates are shaky, ask for credit—it gives you more value than a partial refund.

Cancelling a chauffeur/event booking

(weddings, prom, corporate, photo/video)

• 30+ days → full refund (less fees) or full credit.
• 15–29 days → 50% refund or 75% credit.
• Under 15 days → non-refundable. One complimentary date/time move if the chauffeur + vehicle are available.

Reschedules (moving your date/time)

• One free change per booking if requested 48+ hours before start (self-drive) or 7+ days (chauffeur/events).
• Additional changes or tighter windows may incur a change fee if they affect other bookings.
• If a requested model isn’t available on the new date, we’ll offer a comparable vehicle or credit.

No-shows, late arrivals, early returns

• No-show / late by 60+ minutes: the booking is considered used and non-refundable.
• Early returns: great if your plans end early, but unused time isn’t refundable. We’ll note it for a future goodwill upgrade where possible.
• Late returns: billed in [30/60]-minute increments at the contract rate; please text/call if you’re running behind so we can soften overlap fees.

Weather, maintenance & substitutions

• Severe weather (snow/ice/flooding) → free reschedule priority.
• Mechanical issue before you start: we’ll offer (1) a same-class or upgraded vehicle at no extra charge, or (2) a full refund.
• Mechanical issue during your rental: we’ll swap the vehicle or refund the unused portion of time; towing/assistance is coordinated by us.

Cleaning, smoking & damage

• No smoking/vaping. Evidence of smoke, glitter, confetti, or spills may incur a detailing fee.
• Damage/tickets/tolls: your responsibility. We’ll provide receipts for any third-party charges.
• Fuel: return to the same level you received.

Security deposits & refund timing

• Standard deposits: refundable at hand-back after inspection; card issuers typically release holds within 3–10 business days.
• International renters: daily insurance available; $5,000 deposit applies.
• If we find an issue, we’ll email photos, line-item costs, and timing within 48 hours. Any unused portion of the deposit is released immediately after charges are finalized.

How refunds are issued

• Refunds go back to the original payment method. Card processors can take 3–10 business days to display the credit.
• If your card is closed, we issue a manual bank refund or store credit upon proof from your bank.

Non-refundable items (industry standard)

• Payment processing fees charged by the processor (we don’t keep these).
• Rush delivery / after-hours surcharges once service is performed.
• Third-party permits/parking we pre-purchase for shoots/events.
• Expired store credit (older than 12 months).

Third-party bookings, promos & gift cards

• Booked through a partner/marketplace? Their rules may apply; we’ll follow the stricter policy if policies differ.
• Promo/discounted rates: refundable per the same timelines, but refunds are capped at the amount paid.
• Gift cards: non-refundable; freely transferable once.

Chargebacks & disputes

We aim to solve issues directly (faster and friendlier). If a dispute is filed, we’ll provide signed agreements, time-stamped photos, GPS logs (when applicable), and receipts. Most problems are resolved in one business day when you contact us first.

How to request a refund or change

1. Reply to your confirmation email with “Refund/Change – Your Name + Date” in the subject.
2. Include: booking number, name, dates, reason, and whether you prefer a refund or a credit.
3. We confirm in writing and process within 1–2 business days.

You can also call/text +1 617-539-7529 or use the form on contact.