Cancellation and no-show policy
This page explains exactly when you can cancel without charge, what happens if you cancel late or do not appear, and how waiting time and overtime are billed. It describes how the booking system actually behaves, not an aspiration.
When your card is charged
Royal Reserve Limo does not take payment when you book. Your card is saved securely with Stripe and nothing is charged at that point.
Your card is charged only after a chauffeur has accepted your trip. Until that happens you have a request, not a confirmed reservation, and no money has moved. If the charge does not succeed, the reservation is not confirmed and we will contact you.
Cancelling without charge
You may cancel free of charge up to 60 minutes before your scheduled pickup time.
If your card has already been charged because a chauffeur accepted, a full refund is issued to the original payment method. Refunds are processed immediately on our side; how quickly the money reappears is set by your bank, and is commonly five to ten business days.
You can cancel from the link in your confirmation email, or by calling dispatch.
Cancelling inside 60 minutes
A cancellation made less than 60 minutes before pickup is charged in full.
By that point a chauffeur has usually been dispatched and is travelling to you, and that time cannot be resold. The full quoted amount for the trip applies, including any gratuity you added to the card.
If something has gone wrong, call dispatch rather than cancelling in the app. Dispatch can waive the charge where the circumstances warrant it, and would rather hear from you.
No-shows
A no-show means the chauffeur arrived at the agreed pickup point at the scheduled time, waited the included period, attempted to reach you on the number on the booking, and you did not appear.
A no-show is charged in full.
Included waiting time before a trip is treated as a no-show:
- 15 minutes from the scheduled pickup time for a standard pickup.
- For airport arrivals, waiting is measured from the actual landing time rather than the time you booked, provided you gave us the flight number. This is why the flight number field matters: without it we cannot track the delay and will wait from your booked time instead.
Waiting time during a trip
Each intermediate stop includes 15 minutes of waiting. Beyond that, waiting is charged by the hour, pro rata, at the rate for your vehicle:
| Vehicle | Waiting, per hour |
|---|---|
| Executive Sedan | $60 |
| Luxury SUV | $75 |
| Stretch | $120 |
Hourly bookings, overtime and mileage
Hourly service has a minimum of 3 hours for the Executive Sedan and Luxury SUV, and 4 hours for the Stretch.
Each booked hour includes 15 miles. So a three hour booking includes 45 miles in total. Mileage beyond the included allowance is charged at $4.50 a mile.
Time beyond the booked hours is charged in 15 minute increments at your vehicle's hourly rate: $95 for the Executive Sedan, $120 for the Luxury SUV, $175 for the Stretch.
Where the distance or duration you have told us about already exceeds what the hours you selected can cover, the booking is increased to the number of hours the trip genuinely needs, and you are shown that before you confirm. We would rather quote it correctly than surprise you afterwards.
Changing a booking
You can change your flight number, notes for the chauffeur, contact number, and passenger count yourself, from your reservation page, at any time before the trip.
Changes to the addresses, the date, the time, the vehicle class, or the number of hours affect the price and the chauffeur's schedule, so they are sent to dispatch as a request. Nothing about your trip or the amount changes until a person has confirmed it with you.
If Royal Reserve Limo cannot supply the trip
If we cannot find a chauffeur for your booking, you are not charged, and we will tell you rather than leaving you to discover it.
If a chauffeur cancels after accepting, we look for a replacement. Your original payment is not taken again: any replacement is completed against the payment already made, and you are told what is happening. If we cannot supply a replacement, you receive a full refund.
Tolls, parking and airport charges
Tolls, parking, and airport access fees are not included in the quoted fare and are added when they apply. They are shown on your receipt as separate items.
Questions
Call dispatch on (202) 555-0147 or email [email protected]. If a charge looks wrong, contact us before disputing it with your bank: we can almost always resolve it faster than a chargeback can.