Terms and Conditions

By using our services, you agree to comply with the following terms and conditions:

Flight Delays or Cancellations (Airport Arrivals only)

Our designated driver will monitor your flight status. In case of flight delays, we will make every effort to ensure a driver is available upon your arrival without any additional charges. In the rare event of severe delays or cancellations, we will endeavor to accommodate the changes or provide a full refund if our schedule does not align with the new arrival time.

Please note that we do not monitor flights for airport departures, and our standard cancellation policy applies to airport departure flight cancellations.

Changes to Reservations

While we cannot guarantee vehicle availability or pricing for reservation changes, we will collaborate with you to find the best solution. If we cannot accommodate your request due to availability, you have the option to keep the original reservation or cancel it.

Cancellation Policy

  • For a full refund, we require at least 12 hours' cancellation notice via email or by phone before your scheduled pick-up time. No refunds will be provided if you cancel less than 12 hours before your scheduled time; however, gratuities will be fully refunded upon request.

  • The full fare will be charged if the passenger is not present at the designated pick-up location. If you cannot locate your vehicle, do not leave the location without contacting us at +1(323)364-9994.

Refunds are not provided for any unused portion of an hourly service.

Wait Time Policy for Airport Curbside Pick-ups and Meet & Greet Service

Waiting time is not charged if you meet the driver within 60 minutes after a domestic flight's gate arrival or within 90 minutes after an international flight's gate arrival. Beyond these grace periods, we apply a waiting charge of $20 per 15 minutes for our sedans and $25 per 15 minutes for our SUVs. Please note that we can wait for a maximum of two hours after your flight's gate arrival. If you do not meet the driver within this time frame, we reserve the right to leave the pick-up location and consider the trip a no-show. Additionally, you have the option to prepay for extra waiting time beyond the grace period.

Wait Time Policy for Airport Drop-offs and Point-to-Point

For airport drop-offs and point-to-point services, we offer a grace period of 15 minutes beyond the scheduled time. If this grace period is exceeded and we are able to wait, wait time charges will be applied. Otherwise, we reserve the right to depart from the pick-up location, categorize the trip as a no-show, and no refunds will be provided. Wait time charges are as follows: $20 per 15 minutes for our sedans, and $25 per 15 minutes for our SUVs.

Please note that Flat Rate Car Service does not monitor train schedules. In the event of a train delay exceeding 15 minutes, wait time charges will be applied. Additionally, you have the option to prepay for additional waiting time beyond the grace period.

Meet & Greet Service

Passengers will be met at the terminal indicated on the airline’s official website. It is the passenger’s responsibility to notify us promptly of any changes to the arrival terminal. You may contact us at +1(323)364-9994 or directly reach out to the driver. Please note that no refund will be provided if the passenger is picked up from a different terminal than the one shown on the airline website.

Sanitation & Damage Fee

A minimum of $250 Sanitation & Damage Fee will be charged for vehicle damages or cleaning and sanitation, including, but not limited to alcohol, food, or trash spillage, broken glassware, upholstery rips or replacements, vomit, or any interior/exterior damage caused by the riders or their party, including pets.

Luggage and Personal Items Disclaimer

While we strive to provide a safe and comfortable journey, we want to emphasize that our company is not responsible for any damage to luggage or personal items during transportation. Passengers are advised to take necessary precautions to secure their belongings.

We recommend the following steps:

  1. Secure Your Luggage: Ensure that your bags are properly closed, zipped, and securely placed in the vehicle.

  2. Fragile Items: If you have fragile items, consider carrying them as hand luggage or taking extra precautions.

  3. Valuables: Keep valuable items (such as electronics, jewelry, and important documents) with you at all times.

Pet Policy

All pets must be securely contained within a pet carrier while on board our vehicles. Pets will not be permitted without an appropriate carrier. We reserve the right to cancel your reservation if a pet carrier is not provided.

No Smoking Policy

All our vehicles maintain a smoke-free environment. Clients agree to refrain from smoking inside any of our vehicles.

No Open Alcohol in Vehicles Policy

Prohibition of Open Alcohol Containers: Passengers are not allowed to have open alcohol containers (such as bottles, cans, or cups) in our vehicles. Our drivers will not tolerate open alcohol consumption during the ride. They reserve the right to refuse service if this policy is violated.

Farm-outs/Subcontract

Flat Rate Car Service reserves the right to “farm-out” any transportation service for any reason, and at any time, without any notice. Flat Rate Car Service only partners with safe and trusted vendors that are CPUC licensed and fully commercially insured.

Privacy Policy

Flat Rate Airport Car Service values your privacy and ensures your name and personal information will not be disclosed to any third party. Your name and address will solely be used for the purpose of delivering services or collecting payments for services rendered. We utilize your email address and phone number to send confirmations, updates, and service enhancements.