Effective April 18, 2026
We understand that plans change. Our policy is designed to be fair to you while allowing us to maintain the level of service you expect. Should you need to adjust or cancel a reservation, the guidelines below will apply.
All cancellation times are measured from the scheduled pickup time, not the time the booking was made.
We would always rather move your ride than lose it. If you need to change the date, time, or pickup location of an existing reservation:
Each reservation may be rescheduled once without penalty. A second reschedule of the same booking is treated as a cancellation and rebooking under the windows above.
If the vehicle arrives at the confirmed pickup location and the client is not present or cannot be reached within 15 minutes of the scheduled time, the ride is classified as a no-show.
No-shows are non-refundable. The full fare will be charged.
For airport pickups, we monitor your flight and adjust automatically — this policy applies only when the chauffeur has confirmed arrival and made reasonable attempts to contact you.
We provide a complimentary 15-minute grace period from the scheduled pickup time. After the grace period, a waiting charge of $1.50 per minute applies to keep the vehicle and chauffeur on standby.
For airport pickups, the grace period begins when you exit the terminal — not when your flight lands. We track your arrival in real time.
Severe weather, natural disasters, government-imposed restrictions, or other events beyond reasonable control may affect scheduled service. In these circumstances:
Our team will proactively contact you if conditions may impact your reservation.
In the rare event that a vehicle breakdown, mechanical issue, or other LuxShuttle-side problem prevents us from completing your trip:
Our standard of service means you should never feel the impact of an operational issue. If you do, we will make it right.
Certain high-demand services require a non-refundable deposit at the time of booking to secure your reservation:
Outside the non-refundable window, deposits are fully refundable. The remaining balance is charged 48 hours before the first scheduled pickup.
Approved refunds are returned to the original payment method within 5 – 10 business days. You will receive email confirmation when the refund is initiated. Please allow your bank or card issuer additional processing time.
If you paid via invoice or wire transfer, the refund will be returned via the same method. Corporate accounts with net-30 terms will receive a credit against the next billing cycle.
Questions about a cancellation or refund? We are here to help.