Policies, Terms & Conditions

Policies, Terms & Conditions

GUARANTEE:
Our service is backed by a satisfaction guarantee. Should you be dissatisfied, please call us at 512-765-4410. We will do our best to resolve any issues to your satisfaction.

RESERVATIONS:
We are available by phone 24 hours a day, 7 days a week, 365 days a year. Call us at 512-765-4410. Or, if you are booking 4 hours or more in advance of your pickup time, you can book online at www.atxprivatecarservice.com/book-ride. If you are booking an immediate request for services, please call our office directly for service. Reservations made online are not guaranteed until you have received a confirmation from Austin Private Car Service. Confirmations are sent by email, generally within 5 to 30 minutes after submitting your online booking request.

CONFIRMATION OF SERVICE:
We confirm all reservations by email, generally within 5 to 30 minutes of submitting our online booking form. If for any reason you do not receive an email confirmation or your confirmation is inaccurate, please call us at 512-765-4410 or email us at bookings@atxprivatecarservice.com. Our reservation system automatically sends out a reminder email 15 hours before your scheduled pickup. 

CHANGES TO RESERVATIONS:
Changes can be made to any reservation though our online booking system up until the reservation has been confirmed. Once your reservation has been confirmed, changes can be made by calling our office and speaking to a booking agent. If you are changing your reservation on short notice, we will do our best to accommodate your request. As long as the chauffeur has not already been dispatched, we can make the changes for you without penalty. Chauffeurs are typically dispatched 1 to 2 hours prior to the trip, 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 (please see cancellation policy for possible additional charges).

CANCELLATION POLICY:
For airport pickups and drop offs: There is no charge for cancellations made two (2) hours prior to the scheduled flight arrival. In the event of flight cancellation by the airline, there is no charge to cancel or adjust your reservation if you provided your flight information in the reservation. If you did not provide the flight information in your reservation, you must notify us that your flight has been cancelled by phone before the scheduled departure time, otherwise you will be charged for the scheduled ride (NOTE: **Special cancellation policies may apply during large events such as South by Southwest, Formula 1, and Austin City Limits. Contact Austin Private Car Service for details**).

For any other type of booking: Reservations may be cancelled without charge up to three (3) hours prior to the schedule pickup time. Reservations canceled within a three (3) hour period of the scheduled pick-up time will be subject to a 100% charge of the quoted price. Exceptions are only made due to extreme weather conditions resulting in flight or event cancellations or in other circumstances as approved by Austin Private Car Service management (NOTE: **Special cancellation policies may apply during large events such as South by Southwest, Formula 1, and Austin City Limits. Contact Austin Private Car Service for details**).

WAIT TIME CHARGES:
Airport: There will be no charge for wait time if you meet the driver within the first 30 minutes after your flight arrives at the gate for all domestic flights or within the first 45 minutes after your flight arrives at the gate on all international flights. Once the grace period has passed, waiting time will be charged by the vehicle's hourly rate, prorated in quarter-hour increments. 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.

Non-Airport: There will be no charge for waiting time if you meet the driver within the first 15 minutes. Once 15 minutes have past, waiting time will be charged by the vehicle's hourly rate prorated in quarter-hour increments.

NO SHOW POLICY:
Airport: If you fail to show up at the scheduled pickup time and/or location for the arriving flight information you provided to us and there has not been any contact with Austin Private Car Service after 30 minutes for domestic flights or 60 minutes for international flights you will be considered a “No Show” and billed the full rate plus any accumulated expenses. If you can't locate your vehicle or driver, DO NOT LEAVE! Call our office at 512-765-4410 and we assist you with connecting you with your driver and reserved car.

Non-airport: If you fail to show up at the scheduled pickup time and/or location within the first 20 minutes, you will be billed a full charge for the quoted price including base rate, driver gratuity and any accumulated expenses. If you can't locate your vehicle or driver, DO NOT LEAVE! Call our office at 512-765-4410 and we assist you with connecting you with your driver and reserved car.

RIGHT TO SUBSTITUTE VEHICLE:
Austin Private Car Service reserves the right to substitute a vehicle for any ride, 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.

LOST/FORGOTTEN ITEMS:
Austin Private Car Service Corporation is not responsible for items left in our vehicles. We ask you to please check for your valuables before you leave the vehicle. If something is found, 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 passenger. If we are unable to contact you, the 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:

Regurgitation in 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 regurgitations 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. 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. In addition, a minimum cleaning fee of $400 will be assessed, however please note that the fee could and most likely will be much more. The cleaning fee will be assessed as follows: Estimated cost for a professionally completed interior detail, plus four (4) times the standard hourly rate of the vehicle to cover our cost for the time the vehicle is out of service. In addition, if cleaning the vehicle does not remediate the issue, we may need to replace carpet, fabric, and/or other materials. In such cases, in addition to cleaning fees, damage fees may apply. See our DAMAGE FEES for more information. Absolutely no exceptions will apply.

DAMAGE FEES:
Customers will be held liable for any damage that they cause to our vehicle(s). Fees will be based on the cost to repair the damage.

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, weather, traffic congestion, road closures, accidents, flight delays, weather delays, road closures, 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 staff is paramount.

PRIVACY POLICY:
Austin Private Car Service Corporation respects individual privacy and is committed to protecting and insuring that your personal information is handled in a safe and responsible manner. The following describes the type of information we collect when you visit our site and how we use that information.

WHAT INFORMATION DO WE COLLECT?
In order to utilize our online booking system, our system requires input of information such as your name, phone number(s), mailing address, and email address. If you make a reservation, we will also collect your credit card information to process payment. Your personal information will not be used for any other purpose than processing and/or referencing your reservation.

WHAT WE DO WITH INFORMATION WE COLLECT:
Personal data is collected to facilitate the online booking process as well as to ensure efficient processes each time a customer logs on. Information such as name, addresses, phone numbers, email address, and credit card data are stored so that you will not have to re-enter the data again. We do not sell or rent any of your personal identifying information to third parties.

SECURITY OF YOUR PERSONAL INFORMATION:
Our entire site is SSL (Secure Socket Layer) encrypted and secured. We contract with a third party booking and payment processing services that are skilled at securing information from unauthorized access, use, or disclosure. Your information is secured on computer servers in a controlled, secured environment, protected from any unauthorized access or use. When personal information (such as a credit card number) is transmitted, it is protected through the use of SSL encryption protocol.

CONSUMPTION OF ALCOHOL:
Alcoholic beverages may be consumed in the back seat(s) of our vehicles according to State Motor Vehicle Law. You must be 21 years of age or older to consume alcoholic beverages. Violations will result in immediate termination of the services and forfeiture of all paid deposits and fees for service. Please note that no alcoholic beverage is allowed in the front seating area where the driver is located. Since Sept. 1, 2001 when House Bill 5 passed by the Texas legislature became effective, it is illegal to have an open container of alcohol in the passenger area of a car on any public road in Texas. Exempt from this law are buses, limousines, and taxis. 

PROHIBITED SUBSTANCES/BEHAVIOR:
All vehicles are strictly NON-SMOKING-including e-cigarettes and vapor devices. If any passenger smokes in a 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. Consumption and possession of alcohol of anyone under the age of 21 is strictly prohibited and will result in immediate termination of the service with no refund. If at any time the service is terminated due to unruly conduct, customer will be charged any and all damage to the vehicle and/or abuse of any kind that Austin Private Car Service deems valid. 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.

OTHER FEES:
We charge a small fee for airport pickups to cover our cost from the City of Austin. Austin Private Car Service does not charge fuel surcharges, tolls or booking fees. Austin Private Car Service reserves the right to charge a $100.00 clean-up fee if there is excessively spilled fluids or excessive trash left in the vehicle(s).

MAXIMUM VEHICLE CAPACITY:
Drivers are not authorized to exceed the number of passengers stated on your contract. Exceeding the number of passengers is a violation of state law and our insurance guidelines.

RENTERS UNDER THE AGE OF 18:
If the vehicle rental is to be by a minor under the age of (18) eighteen this agreement must be signed and/or agreed to by either a parent or legal guardian over the age of (18).

ADDITIONAL STOPS/EXTENDING TRIP TIME:
Additional stops of 15 minutes or less during a point-to-point or airport pickup/drop-off trip will result in an additional charge of $10.00 per stop. Stops longer than 15 minutes will be charged at $25.00 per 20 minute increment or any portion there-of. Extension of an hourly rental will be charged proportionally to the hourly rate in 15 minute increments or any portion there-of.

CANCELLATION BY AUSTIN PRIVATE CAR SERVICE:
We reserve the right to cancel any service without refund if the driver and/or the office feels that the renter/party of the renter is putting the driver and/or the mode of transportation and/or the renter/party of the renter in any danger. Or, if the renter/party of the renter is in possession of any illegal material or substance, service will be canceled without refund.

SERVICE COMPLAINTS:
All complaints concerning completed/uncompleted service/services should be communicated in writing (email is acceptable) and addressed to Austin Private Car Service within a period of 7 (seven) days after the event was completed/scheduled to be completed.
Share by: