Terms & Conditions
RESERVATIONS:
Reservations can be made online or by contacting our office directly. Once an online reservation request is submitted, you will immediately receive a copy of your request by email. Reservation requests made online are NOT confirmed until you have received an additional confirmation email from Austin Private Car Service.
CONFIRMATION OF SERVICE:
We confirm all reservations by email, generally within one to two hours. If for any reason you do not receive an email confirmation or your confirmation is inaccurate, please call us at 512-765-4410 or contact us by email. Additionally, our reservation system automatically sends out a reminder email 15 hours prior to your scheduled pickup time.
CHANGES TO RESERVATIONS:
Changes can be made to any reservation by calling our office. If you are changing your reservation on short notice, we will do our best to accommodate your request. If your vehicle has not already been dispatched, we can often make changes without penalty. Vehicles are typically dispatched one (1) to two (2) hours prior to the reservation, however it may be longer depending on the driving time to the pick-up location. If we are unable to accommodate your request due to availability, you can keep the original reservation or cancel the reservation; cancellation fees may apply. Please see cancellation policy for possible additional charges.
CANCELLATION BY CLIENT POLICY:
SUV RESERVATIONS:
Airport Pick-up Reservations [transportation within Austin metro area only]:
There is no charge for cancellations made in the event of commercial flight cancellation by your airline or for cancellations made forty-eight hours [48] hours or more prior to your scheduled reservation. Cancellations made within forty-eight [48] hours but not less than eight [8] hours prior to scheduled reservation will result in a 50% charge. Reservations canceled eight [8] hours or less before reservation time will result in a 75% charge, unless vehicle has been dispatched. If vehicle has been dispatched, there is no refund.*
* Note: Special cancellation policies apply during South by Southwest and Formula 1 events. Special cancellation policies for South by Southwest and Formula 1 events are posted on our South by Southwest and Formula 1 web pages.
Airport Drop-off Reservations (transportation within Austin metro area only):
There is no charge for cancellations made forty-eight hours [48] hours or more prior to your scheduled reservation. Cancellations made within forty-eight [48] hours but not less than eight [8] hours prior to scheduled reservation will result in a 50% charge. Reservations canceled eight [8] hours or less before reservation time will result in a 75% charge. In the event of flight cancellation by your airline, there is no charge to cancel your reservation prior to scheduled pickup time if you provided your airline and flight number when making the reservation and our vehicle has not been dispatched to your pickup location. If your flight cancels after our vehicle and driver is dispatched to your pickup location, a 100% charge applies, unless vehicle has been dispatched. If vehicle has been dispatched, there is no refund.*
* Note: Special cancellation policies apply during South by Southwest and Formula 1 events. Special cancellation policies for South by Southwest and Formula 1 events are posted on our South by Southwest and Formula 1 web pages.
Transportation Outside of the Austin Metro Area, Hourly, Point-to-Point & Wedding Escape-Getaway Reservations:
There is no charge for cancellations made forty-eight hours [48] hours or more prior to your scheduled reservation. Cancellations made within forty-eight [48] hours but not less than eight [8] hours prior to scheduled reservation will result in a 50% charge. Reservations canceled eight [8] hours or less before reservation time will result in a 75% charge, unless vehicle has been dispatched. If vehicle has been dispatched, there is no refund.*
* Note: Special cancellation policies apply during South by Southwest and Formula 1 events. Special cancellation policies for South by Southwest and Formula 1 events are posted on our South by Southwest and Formula 1 web pages.
SPRINTER RESERVATIONS:
Airport Pick-up Reservations [transportation within Austin metro area only]:
There is no charge for cancellations made in the event of flight cancellation by your airline or for cancellations made 5 days or more prior to your scheduled reservation. Cancellations made within 5 days but not less than eight [8] hours prior to scheduled reservation will result in a 50% charge. Reservations canceled eight [8] hours or less before reservation time will result in a 75% charge, unless vehicle has been dispatched. If vehicle has been dispatched, there is no refund.*
* Note: Special cancellation policies apply during South by Southwest and Formula 1 events. Special cancellation policies for South by Southwest and Formula 1 events are posted on our South by Southwest and Formula 1 web pages.
Airport Drop-off Reservations (transportation within Austin metro area only):
There is no charge for cancellations made 5 days or more prior to your scheduled reservation. Cancellations made within 5 days but not less than eight [8] hours prior to scheduled reservation will result in a 50% charge. Reservations cancelled eight [8] hours or less before reservation time will result in a 75% charge. In the event of flight cancellation by your airline, there is no charge to cancel your reservation prior to scheduled pickup time if you provided your airline and flight number when making the reservation and our vehicle has not been dispatched to your pickup location. If your flight cancels after our vehicle is dispatched to your pickup location, 100% charge applies, unless vehicle has been dispatched. If vehicle has been dispatched, there is no refund.*
* Note: Special cancellation policies apply during South by Southwest and Formula 1 events. Special cancellation policies for South by Southwest and Formula 1 events are posted on our South by Southwest and Formula 1 web pages.
Transportation Outside of the Austin Metro Area, Hourly, Point-to-Point & Wedding Escape-Getaway Reservations:
There is no charge for cancellations made 5 days or more prior to your scheduled reservation. Cancellations made within 5 days but not less than eight [8] hours prior to scheduled reservation will result in a 50% charge. Reservations canceled eight [8] hours or less before reservation time will result in a 75% charge, unless vehicle has been dispatched. If vehicle has been dispatched, there is no refund.*
* Note: Special cancellation policies apply during South by Southwest and Formula 1 events. Special cancellation policies for South by Southwest and Formula 1 events are posted on our South by Southwest and Formula 1 web pages.
CANCELLATION BY APCS BECAUSE OF FLIGHT CANCELLATION: AIRPORT PICKUP ONLY - ALL VEHICLES
APCS tracks all client flights. In the event your flight departure is delayed, APCS will automatically adjust pickup time if the delay is one hour or less. In the event the delay is more than one hour, one of the following actions will be taken by APCS depending on the impact of the delay on APCS schedule and/or driver:
- If driver is not yet dispatched and delayed flight can be accommodated, APCS will adjust pickup time.
- If driver has already been dispatched, APCS will contact you and offer to have driver wait for your arrival. In such a case, a wait fee will be charged consisting of the normal hourly rate of the vehicle pro-rated in 15 minute increments. Wait fee will begin one hour after scheduled arrival time and will end when transportation commences (vehicle is moving). In the event the flight is ultimately cancelled, you will be charged for the wait fee only and not the cost of the transportation. In the event you do not accept the wait fee, your transportation will be cancelled.
- If APCS can not accommodate the delayed flight, APCS will contact you to inform you of transportation cancellation.
WAIT TIME CHARGES:
Airport Pickup (From Airport) (main terminal only):
There will be no charge for wait time if you make in-person contact with our driver within the first 30 minutes after your flight arrives at the gate for all domestic flights or within 1-hour on all international flights (we are notified when door of plane is opened). Once the grace period has expired, an additional $40 will be charged to the base rate for every 15 minute increment. If you have not made contact with our driver or our office within the allotted grace period, you will be considered a no show. In such a case, see our 'No Show Policy' below.
Point to Point, Wedding Escape, and Airport Drop-off (to airport), and Airport FBO Pickups:
There will be no charge for wait time if transportation commences within 15 minutes of the designated pickup time. Once the grace period has expired, an additional $40 will be charged to the base rate for every 15 minute increment. If you have not made contact with our driver or our office within the allotted grace period, you will be considered a no show. In such a case, see our 'No Show Policy' below.
NO SHOW POLICY:
Airport Related Transportation:
For Airport Pick-ups, if you fail to meet our driver and you have not contacted the office of Austin Private Car Service after 30 minutes of your flight arrival for domestic flights or 60 minutes of your flight arrival for international flights, you will be considered a “No Show” and charged the full confirmed rate plus any accumulated expenses. For Airport-Drop-offs, if you fail to meet our driver or call our office within 15 minutes of your designated pickup time, you will be charged the full confirmed rate plus any accumulated expenses. If you cannot locate your driver, DO NOT LEAVE! Call our office at 512-765-4410 and we assist you with connecting you with your driver and reserved vehicle.
Non-Airport Related Transportation:
If you fail to meet our driver or call our office within 15 minutes of your designated pickup time, you will be charged the full confirmed rate plus any accumulated expenses. If you can't locate your driver, DO NOT LEAVE! Call our office at 512-765-4410 and we assist you with connecting you with your driver and reserved vehicle.
ADDITIONAL STOPS / EXTENDING TRIP TIME:
For Hourly bookings:
Adding stops can be done at no additional charge as long as the stop does not extend the time you have the vehicle booked. To extend the booking time, additional time will be charged proportionally to the hourly rate of the vehicle in 15 minute increments. Extension of time will only be accommodated if our schedule allows.
For Point-to-Point, Airport Pick-up, and Airport Drop-off transportation bookings:
Stops can be made only for picking up and/or dropping off passengers. For all other types of stops (grocery/liquor store, etc), the service type will be changed to 'Hourly-As-Directed' and charged accordingly with a 2-hour minimum. Adding stops en-route will only be accommodated if schedule allows. Charges, per stop, will be as follows:
- Stop charge for pre-booked stops: $30.00 per stop of 15 minutes or less plus any additional mileage for SUV reservations and $35.00 per stop of 15 minutes or less plus any additional mileage for Sprinter reservations. Stop charges applied to base rate. Stops longer than 15 minutes will change service type to an 'Hourly As-Directed' and charged accordingly with a 2-hour minimum
- Stop charge for an unscheduled stop made enroute: $40.00 per stop of 15 minutes or less, plus any additional mileage. Stops longer than 15 minutes will change service type to an 'Hourly As-Directed' and charged accordingly with a 2-hour minimum
For Transportation to/from Dallas, Houston, Corpus Christi, Galveston and Victoria:
One stop of 15 minutes or less is included. Stops of more than 15 minutes will be charged at $40 per 15 minute increment and will only be accommodated if our schedule allows.
RIGHT TO SUBSTITUTE VEHICLE:
Austin Private Car Service reserves the right to substitute a vehicle for any reservation, based on availability. If the vehicle reserved is unavailable for any reason, Austin Private Car Service will send only a vehicle considered to be an upgrade to the originally reserved vehicle. Any upgraded vehicles will be provided at no additional cost to the customer. The only exception is Wedding Escape vehicles, which are guaranteed.
LUGGAGE CAPACITY:
Personal items such as satchels, purses and backpacks are allowed in the passenger area of our vehicles. We do not allow carry-on and checked luggage in the passenger area of our vehicles. If your luggage will not fit into our vehicle, you may choose to reduce your luggage or to have an additional vehicle dispatched to accommodate your luggage at additional expense. Additional vehicle(s) are subject to availability. If you have any questions or concerns that your luggage may not fit into a vehicle, we recommend upgrading your vehicle to the next size when reserving your vehicle. Please refer to our luggage guide if you have any questions about vehicle luggage capacity.
LOST/FORGOTTEN ITEMS:
Austin Private Car Service Corporation is not responsible for items left in our vehicles. Please check for your valuables before you leave the vehicle. Following transportation, if something is found by our driver or staff, we will do our best to contact you and return the item. Any costs related to the return of items are the responsibility of the client. Unclaimed item(s) will be entered into our Lost & Found box in our secure office for six months or until they are claimed, whichever comes first. Items unclaimed after 6 months become the property of Austin Private Car Service Corporation.
REGURGITATION CLEAN-UP FEES:
Regurgitation in or on our vehicles throws our schedule in disarray. The vehicle must be taken out of service, thoroughly cleaned and dried before being placed back into service. As well, the driver and passengers should not be exposed to bodily fluids. Therefore, we take regurgitation very seriously. If anyone in your group regurgitates in or on our vehicle, your ride will be immediately terminated and your credit card will be charged for the entire reservation. The sooner we can clean the vehicle, the less damage will occur. Therefore, we will give you the option of immediately releasing our vehicle or bringing you back to the point of origin or to your destination, whichever is closest. A minimum cleaning fee of $500 will be assessed, however depending on the type of cleaning required, cleaning fees could be as much as $1,000. If professional cleaning does not restore the vehicle to original condition, we may need to replace carpet, fabric, and/or other materials. In such cases, in addition to cleaning fees, damage fees will apply. See our 'CLEANING & DAMAGE FEES' for more information. Absolutely no exceptions.
CLEANING & DAMAGE FEES:
Austin Private Car Service reserves the right to charge a clean-up fee up to $500 if there is excessively spilled fluids or excessive trash left in the vehicle(s). Note that 'fluids' in this context does not include fluids caused by human regurgitation. For clean-up fees related to regurgitation, see 'REGURGITATION CLEAN-UP FEES'. Customers will be held liable for any damage that they cause to our vehicle(s). Fees will be based on the actual cost to repair the damage and restore the vehicle to previous condition, as well as the time it takes to repair such damage, accessed at $500 per day for the number of days our vehicle is out of service. Therefore, damage fees could be significant. Do not damage our vehicles.
LIABILITY:
Austin Private Car Service is not responsible for passenger expenses in the event of any issue that prevents the safe execution of service. Austin Private Car Service is not responsible for service delayed or not rendered due to mother nature or to circumstances beyond our control, including but not limited to weather, road conditions, breakdowns due to mechanical failure, traffic congestion, road closures, accidents, flight delays, etc. In cases where we cannot dispatch a vehicle because of mechanical difficulties or an extreme weather hazard, either a replacement vehicle or full refund will be offered. While we make every effort to meet our obligations, safety of our passengers and drivers are paramount.
CONSUMPTION OF ALCOHOL:
Our vehicles are NOT party buses. We operate a professional service that transports many regular well-known clients who do not want a vehicle that smells like a party bus. Therefore, if you drink alcohol, do so responsibly. Our clean-up fee for spilled alcohol in our vehicles range from $250 to $500 depending on the type of cleaning required. Regurgitation clean-up fees range from $500 to $1,000 [see Regurgitation Clean-Up Fees for additional information]. If cleaning does not restore vehicle to original condition, there may be additional damage fees [see Cleaning & Damage Fees for additional information]. Excessively inebriated passengers as determined by our driver and/or office will result in immediate termination of service and you will be charged the full confirmed rate plus any accumulated expenses. It is your responsibility to monitor your fellow passengers.
FOOD:
Fast food, fried food, or any type of food that produces significant odor and/or contains grease and/or the possibility of staining leather seats is prohibited in all our vehicles. Consumption of simple snacks is allowed, but please note that our clean-up fee for food spillage in our vehicles ranges from $50 to $500, depending on the type of cleaning needed to restore vehicle to original condition. If cleaning does not restore the vehicle to original condition, there may be additional damage fees [see Cleaning & Damage Fees for additional information]. Passengers consuming or transporting prohibited food will be asked to cease immediately. Refusal will result in immediate termination of service and you will be charged the full confirmed rate plus any accumulated expenses.
PROHIBITED SUBSTANCES OR BEHAVIOR:
All vehicles are strictly NON-SMOKING, including e-cigarettes and vapor devices. If any passenger smokes in our vehicle, a minimum cleaning fee of $250.00 will apply, plus cost of repairs for any damage related to smoking. Narcotics or controlled substances are strictly prohibited. Violations will result in immediate termination of service and you will be charged the full confirmed rate plus any accumulated expenses. Conduct that is determined by our driver or our office that places our driver, property and/or passengers at risk will result in immediate termination of service and you will be charged the full confirmed rate plus any accumulated expenses. Excessively inebriated passengers as determined by our driver will result in immediate termination of service and you will be charged the full confirmed rate plus any accumulated expenses. No refund will be made.
FIREARMS:
Austin Private Car Service prohibits the carrying of concealed or open-carry firearms in our vehicles. Exceptions are made for law enforcement and other professions which require a person to carry a concealed or open-carry firearm. Violations will result in immediate termination of service and you will be charged the full confirmed rate plus any accumulated expenses.
PAYMENT:
We accept payment only by credit card. Our office will charge the credit card on file in your account sometime between 24 hours prior to the scheduled pickup time and the time of service. If the charge to the credit card is declined, we will make our best effort to contact you to resolve the issue with your card. Resolution must be made by 12:00PM the day after scheduled service. By that time, if we are still unable to charge your card, a late fee will be added to the base rate in an amount equal to the higher of either $25 or 10% of total amount due. We reserve the right to terminate service at any time for non-payment.
DISPUTES:
If you dispute a charge, call our office for resolution. We will do our best to resolve the issue to your satisfaction. If you dispute a charge with your credit card company and Austin Private Car Service must respond to resolve the dispute, a $100 collections fee will be charged to your credit card upon the resolution of the dispute in the favor of Austin Private Car Service to cover our time and effort to collect funds due.
It is hereby agreed all actions, disputes, claims and controversies under common law, statutory law or in equity of any type or nature whatsoever, whether arising before or after the date of this agreement, and whether directly or indirectly relating to: (a) this agreement and/or any amendments and addenda hereto, or the breach, invalidity or termination hereof; (b) any previous or subsequent agreement between the parties; and/or (c) any other relationship, transaction or dealing between the parties (collectively the “Disputes”), will be subject to and resolved by binding independent arbitration by Karl Bayer, Mediator, Arbitrator and Court Master. The arbitrator’s decision shall be final and binding and judgment may be entered thereon. In the event a party fails to proceed with arbitration, unsuccessfully challenges the arbitrator’s award, or fails to comply with arbitrator’s award, the other party is entitled of costs of suit including a reasonable attorney’s fee for having to compel arbitration or defend or enforce the award. Any award or order rendered by the arbitrator may be confirmed as a judgment or order in any state or federal court of competent jurisdiction, which includes within the federal judicial district of the residence of the party against whom such award or order was entered.
OTHER FEES:
Austin Private Car Service does NOT charge fuel surcharges, toll road fees, airport fees, or booking fees.
MAXIMUM VEHICLE CAPACITY:
Drivers are not authorized to exceed the number of available vehicle seat belts. Exceeding the number of available seat belts is a violation of state law and/or insurance guidelines.
RENTERS UNDER THE AGE OF 18:
If the primary passenger(s) is a minor under the age of eighteen (18), reservations must be made by either a parent or legal guardian over the age of eighteen (18). Service that includes transportation of children age six (6) and under is offered on a consideration basis only.
SERVICE COMPLAINTS:
Should you be dissatisfied, please call 512-765-4410 and ask for one of the managing partners, Brad or John. We will do our best to resolve any issue to your satisfaction. Any complaint(s) should be communicated within a period of 7 (seven) days after the event was completed/scheduled to be completed.