Changes are accommodated whenever reasonably possible without an arbitrary change fee. Price may change when mileage, duration, stops, vehicle requirements, tolls, parking, or other service scope materially changes. Standard cancellations: 24 or more hours before pickup—no charge; 12–24 hours—50% of the confirmed trip price; under 12 hours or no-show—100%. Weddings, groups or Sprinters, major events, certain long-distance trips, specially committed vehicles or chauffeurs, and other high-commitment reservations may have more restrictive terms disclosed before confirmation. A deposit is non-refundable only when specifically disclosed during booking. If The Black SUV ultimately cancels because confirmed transportation cannot be provided, amounts paid for the unperformed service are refunded in full; consequential losses are not reimbursed.
Airport pickups include a 60-minute complimentary grace period based on actual flight arrival. Non-airport pickups include 15 minutes. Waiting beyond the applicable grace period may be billed at the applicable vehicle or hourly rate. Reasonable contact attempts are made before a no-show is declared. If those attempts fail and the grace period expires, the chauffeur may be released and the 100% no-show charge applies. Continued waiting is subject to availability and cannot jeopardize another confirmed reservation.
Children and household pets are welcome by advance arrangement. Guests are encouraged to bring an appropriate child safety seat; a premium seat may be available by advance request, subject to availability and suitability. The caregiver remains responsible for suitability and securing the child. Pets should use an appropriate restraint or carrier where applicable; service animals are handled according to law. Passengers with disabilities are welcome and reasonable efforts will be made to accommodate disclosed needs. Wheelchair-accessible or ADA-equipped vehicles are not promised unless expressly confirmed.
Reservations & Payment
An inquiry, quote request, or booking request is not a confirmed reservation. Confirmation occurs only when explicitly provided by The Black SUV or its booking system. Pricing and availability may change until confirmation, and quotes may expire as stated. A valid payment method is required. Depending on the reservation, a card may be authorized or a disclosed deposit or full payment collected before service. Standard gratuity is included; additional gratuity is optional and never expected. Payment information may be handled by third-party booking and payment providers.
Conduct & Vehicle Care
Service may be refused or terminated for unlawful, threatening, abusive, unsafe, seriously disruptive behavior or unreasonable risk of vehicle damage. All vehicles are smoke- and vape-free; smoking, vaping, and cannabis use inside vehicles are prohibited. Passengers are responsible for reasonable actual extraordinary cleaning, biohazard remediation, repair, or damage costs caused by their party beyond ordinary use. No arbitrary blanket fee applies. Documented charges may be applied to the payment method on file where legally and contractually permitted.
Passengers, Luggage & Stops
Customers must provide an accurate passenger count and disclose unusual or excessive luggage. A different or additional vehicle may be required for safe capacity, and materially inaccurate information may add cost. Safety, visibility, and proper seating cannot be compromised. Reasonable unscheduled stops may be accommodated when operationally possible; stops materially increasing time, mileage, tolls, waiting, or scope may adjust the price. Chauffeurs need not make unsafe, illegal, or impractical stops.
Property, Food & Recording
Reasonable efforts will be made to locate and return forgotten property, but liability is not assumed for lost, forgotten, stolen, or damaged items; reasonable return costs may apply. Food and non-alcoholic beverages are generally permitted within reason, while items creating unreasonable mess, odor, safety, or damage concerns may be restricted. Alcohol is subject to law, age, vehicle configuration, and company policy and may be prohibited. Personal photography is permitted; commercial production activity requires advance approval. Recording may not compromise safety or privacy, and booking does not grant marketing permission to use a passenger’s image.
Routing, Delays & Limitations
Chauffeurs may choose the route reasonably believed safest or most appropriate for traffic, construction, weather, closures, restrictions, and real-time conditions. A requested route is not guaranteed, and a chauffeur-selected reroute alone does not change a fixed confirmed price. Timing cannot be guaranteed during circumstances outside reasonable control. Reasonable alternatives or rescheduling will be attempted first, but service may be delayed, rerouted, modified, declined, or cancelled for safety, legal, capacity, access, weather, road, or regulatory reasons. No cancellation penalty applies to unperformed service cancelled solely because transportation cannot safely be performed.
Vehicles, Chauffeurs & Affiliates
A particular vehicle or chauffeur may be requested but is not guaranteed unless expressly confirmed. An equal or higher-class vehicle may be substituted for availability, maintenance, safety, or operational requirements. A materially different lower-class substitution requires disclosure and a fair pricing adjustment or resolution. Qualified independent or affiliate providers may fulfill reservations and remain responsible for their vehicles, personnel, licensing, insurance, and conduct as applicable. The Black SUV remains the central contact for coordination, changes, billing, complaints, and operational decisions.
Early Termination & Departures
If a passenger voluntarily ends a trip early, the confirmed price generally remains due because capacity was reserved. The Black SUV may recommend pickup timing, but the customer determines their schedule. Arrival at a flight, train, cruise, appointment, or event is not guaranteed, and The Black SUV is not responsible for misses caused by insufficient customer-selected time or circumstances outside reasonable control. Genuine material service failures attributable to The Black SUV will be addressed fairly.
