FAQs
We understand that at times, things happen beyond our control. It’s for this reason that we work with our clients through our flexible cancellation policy prior to their arrival. Here are some of the most frequently asked questions regarding our cancellation policy:
What is your cancellation policy?
If you miss your scheduled pickup due to a change of flight time or unexpected circumstances, you can cancel your booking with us.
In order to receive a full refund, you may cancel at any time up to 48 hours from arrival for a 100% refund, but take note that the $10 service charge is non-refundable. If your cancellation is within 48 hours of arrival, please note that 25% of your payment is non-refundable, along with the $10 non-refundable service charge.
However, in the event that you are not refunded 25%, you can use the non-refundable 25% in a future request, if applied during the next 6 months. We will provide you with an in-house credit to use at anytime in the future or you can assign your credit to your friends or family.
How does the luggage pickup and storage process work?
A waiver of liability must be signed when we arrive to pick up your luggage. We will confirm the drop-off/return time and destination/location. For long-term storage of your luggage, it will be stored in a nearby storage facility. Short-term storage will be held on-site in a locked room. At the pre-arranged time, your luggage will be returned to you.
Why do we need to sign a liability waiver for storing our luggage?
We guarantee the safety and security of your luggage. However, your luggage has traveled many miles and has changed hands. To protect ourselves from any losses that may have occurred in that process, a liability waiver form must be signed. Additionally, we are not responsible for any fragile items that maybe damaged in the process of us handling your bags and loading them into our vehicle.
If you have questions other than the ones mentioned above, don’t hesitate to reach out to us. Our staff will be more than happy to answer them one by one.
