Terms and Conditions

COVID-19 PROTOCOL COMPLIANCE:

To protect the health and safety of drivers, staff, and clients, Austin Private Car Service (APCS) has implemented a set of protocols that must be met by all passengers inside our vehicles. Any passenger not complying with our protocols will be asked to exit the vehicle, the transportation will be immediately cancelled, and the full amount of the transportation will be charged. Our current COVID-19 protocols can be found.

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 1 hour 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 POLICY:

Airport Pick-up Reservations (transportation within Austin metro area):

For SUVs, there is no charge for cancellations made three (3) hours or more 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 when making 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 or email at least three (3) hours prior to scheduled flight arrival to avoid a 100% charge.* For Mercedes Sprinter reservations, reservations may be cancelled without charge up to forty eight (48) hours or more prior to the scheduled pickup time. Reservations canceled within forty-eight hours (48) hours of the scheduled pick-up time will be subject to a 100% charge of the quoted rate.

Airport Drop-off Reservations (transportation within Austin metro area):

For SUVs, there is no charge for cancellations made three (3) hours or more prior to the scheduled pickup time. In the event of flight cancellation by the airline, there is no charge to cancel or adjust your reservation prior to scheduled pickup time provided your provided your flight information when making the reservation and our vehicle has not arrived at your pickup location. If you did not provide the flight information in your reservation, you must notify us that your flight has been cancelled by phone or email at least three (3) hours before the scheduled departure time of your plane to avoid a 100% charge. If your flight cancels after our vehicle arrives at your pickup location or enroute, 100% charge applies.* For Mercedes Sprinter reservations, reservations may be cancelled without charge up to forty eight (48) hours prior to the scheduled pickup time. Reservations canceled within forty-eight hours (48) hours of the scheduled pick-up time will be subject to a 100% charge of the quoted rate.

Transportation Outside of the Austin Metro Area:

For SUVs, reservations may be cancelled without charge up to twelve (12) hours or more prior to the schedule pickup time. Reservations canceled within twelve (12) hours but more than eight (8) hours of the scheduled pick-up time will be subject to a 50% charge of the quoted rate. Reservations canceled within eight (8) hours of the scheduled pick-up time will be subject to a 100% charge of the quoted rate. Exceptions may be made due to extreme weather conditions or in other circumstances approved by Austin Private Car Service management.* For Mercedes Sprinter reservations, reservations may be cancelled without charge up to forty eight (48) hours prior to the scheduled pickup time. Reservations canceled within forty-eight hours (48) hours of the scheduled pick-up time will be subject to a 100% charge of the quoted rate.

Hourly Transportation Reservations within Austin Metro Area:

For SUVs reservations, hourly reservations of up to five (5) hours may be cancelled without charge twelve (12) hours or more prior to the schedule pickup time*. Hourly reservations of six (6) hours of more may be cancelled without charge twenty four (24) hours or more prior to the schedule pickup time*. Reservations not canceled within the allotted cancellation time will be subject to a 100% charge of the quoted rate. Exceptions may be made due to extreme weather conditions or in other circumstances approved by My ATL Driver Service management.*

For Mercedes Sprinter reservations, reservations may be cancelled without charge up to forty eight (48) hours prior to the scheduled pickup time*. Reservations canceled within forty-eight hours (48) hours of the scheduled pick-up time will be subject to a 100% charge of the quoted rate.

Point-to-Point Reservations within Austin Metro Area:

For SUVs, reservations may be cancelled without charge three (3) hours or more 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 or in other circumstances approved by My ATL Driver Service management.*

For Mercedes Sprinter reservations, reservations may be cancelled without charge up to forty eight (48) hours prior to the scheduled pickup time. Reservations canceled within forty-eight hours (48) hours of the scheduled pick-up time will be subject to a 100% charge of the quoted rate.

Wedding Escape-Getaway Reservations:

For all vehicles, reservations may be cancelled without charge 7 days (168 hours) or more prior to the schedule pickup time. Reservations canceled within 7 days but more than 2 days (48 hours) of the scheduled pick-up time will be subject to a 50% charge of the quoted rate. Reservations canceled within 2 days (48 hours) of the scheduled pick-up time will be subject to a 100% charge of the quoted rate. Exceptions are only made due to extreme weather conditions or in other circumstances approved by My ATL Driver Service management.

WAIT TIME CHARGES:

Airport:

There will be no charge for wait time if transportation commences within the first 30 minutes after your flight arrives at the gate for all domestic flights or within 45 minutes after your flight arrives at the gate on all international flights. Once the grace period has expired, an additional $30 will be charged to the base rate for every 15 minute increment for reserved SUVs, and an additional $35 will be charged to the base rate for every 15 minute increment for reserved Sprinters. 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 wait time if transportation commences within 15 minutes of the designated pickup time. Once the grace period has expired, an additional $30 will be charged to the base rate for every 15 minute increment for reserved SUVs, and an additional $35 will be charged to the base rate for every 15 minute increment for reserved Sprinters. 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 45 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 As-Directed 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. We recommend letting us know your stop(s) when booking. Adding stops en-route will only be accommodated if our schedule allows. Adding a stop will result in an additional charge to the base rate as follows:

• SUV: $10.00 per stop of 15 minutes or less, plus any additional mileage. Stops longer than 15 minutes will incur an additional $30 per 15 minute increment, plus any additional mileage

• Sprinter: $15.00 per stop, plus any additional mileage. Stops longer than 15 minutes will incur an additional $35.00 per 15 minute increment, plus any additional mileage

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.

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:

We are not a party bus operation. Rather, we are a professional transportation organization. Please consume alcohol responsibly. 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. 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. In addition, a minimum cleaning fee of $1000 will be assessed, however please note that the fee could and most likely will be much higher. The cleaning fee will be assessed as follows: Estimated cost for a professionally completed interior detail, plus eight (8) times the standard hourly rate of the vehicle to cover our cost for the time the vehicle is out of service. In addition, if professional cleaning the vehicle 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 DAMAGE FEES for more information. Absolutely no exceptions will apply.

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). 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 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.

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:

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. Alcoholic beverages may be consumed in the back seat(s) of our vehicles according to Texas State Motor Vehicle Law. You must be 21 years of age or older to consume alcoholic beverages. No alcoholic beverage is allowed in the front seating area where the driver is located. Any violations of this policy and/or 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.

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.

OTHER FEES:

Austin Private Car Service does NOT charge fuel surcharge, toll road fees, airport fees, or booking fees.

MAXIMUM VEHICLE CAPACITY:

Drivers are not authorized to exceed the number of passengers designated on your contract or available seat belts. Exceeding the number of passengers 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.