PlatinumCLS is committed to providing excellent service while maintaining clear and fair policies for cancellations, deposits, and additional terms related to our operations. By booking with PlatinumCLS, you agree to adhere to the following policies.
1. General Cancellation Policy
Cancellations must be communicated within the specified timeframes for each vehicle type to avoid fees. Failure to cancel within the stated time will result in full charges for the service booked.
2. Vehicle-Specific Cancellation Policy
2.1. Sedans and Luxury Sedans
- Cancellation Window: Cancellations must be made at least 24 hours before the scheduled pickup time.
- Late Cancellations: If canceled within 24 hours, the full booking amount will be charged.
2.2. SUVs
- Cancellation Window: Cancellations must be made at least 24 hours before the scheduled pickup time.
- Late Cancellations: If canceled within 24 hours, 100% of the booking amount will be charged.
2.3. Mercedes Sprinters and Luxury Vans
- Cancellation Window: Cancellations must be made at least 72 hours before the scheduled service time.
- Late Cancellations: Cancellations made within 72 hours will incur a full charge.
2.4. Mini Buses
- Cancellation Window: Cancellations must be made at least 7 days in advance.
- Late Cancellations: Any cancellations made within 7 days of the service date will result in a full charge.
2.5. Motor Coaches
- Cancellation Window: Cancellations must be made at least 7 days in advance.
- Late Cancellations: For cancellations within the 7-day window, the full service fee, including any deposits paid, will be charged.
3. Deposit Policy
- A 50% non-refundable deposit for the program total is required within 24 hours of receiving a signed agreement.
- The final balance must be paid at least 7 days prior to the reservation date.
- To cancel this agreement, written notice must be provided per the cancellation policy outlined above.
- If proper cancellation is not given, the deposit and subsequent balance will not be refunded.
- A completed credit card authorization form is required to secure all reservations and services.
4. Alcohol and Illegal Substances
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Alcohol is permitted only for passengers of legal drinking age (21 years or older).
- Illegal substances are strictly prohibited. Discovery of illegal substances will result in the immediate termination of service, without refund, and potential legal action.
- Smoking is not permitted in any PlatinumCLS vehicles.
5. Damage to Vehicle
The client is responsible for any damage caused to the vehicle by passengers during the booking period. This includes but is not limited to:
- Spills or stains requiring special cleaning.
- Burns, tears, or any physical damage to the interior or exterior of the vehicle.
- Loss of revenue resulting from the vehicle being out of service due to damage caused by the client.
A minimum $250 cleaning/damage fee will be applied, with additional charges based on the extent of the damage.
6. Force Majeure
PlatinumCLS is not liable for service interruptions or cancellations due to events beyond its control, including but not limited to:
- Severe weather conditions.
- Natural disasters.
- Acts of terrorism.
- Government restrictions or unforeseen mechanical failures.
In such cases, PlatinumCLS will make every reasonable effort to reschedule services or refund deposits, excluding non-refundable expenses already incurred.
7. Indemnification
By booking with PlatinumCLS, you agree to indemnify and hold harmless PlatinumCLS, its officers, employees, and affiliates from any claims, damages, or liabilities arising from:
- Your use of our services.
- Violations of these terms.
- Damage caused by you or your passengers to PlatinumCLS property.
8. Wait Time Policy
PlatinumCLS offers a grace period for all reservations to accommodate minor delays.
Airport Transfers:
- A 30-minute grace period is provided for domestic flights, and a 60-minute grace period is provided for international flights.
- After the grace period, wait time charges of $15 per 15 minutes will apply.
Point-to-Point and Hourly Services:
- A 15-minute grace period is included.
- After the grace period, wait time charges of $15 per 15 minutes will apply.
9. No-Show Policy
A "no-show" occurs if the client fails to arrive at the designated pickup location without providing prior cancellation notice.
- Full booking fees will apply for no-shows.
- Clients must ensure accurate pickup details and maintain communication with PlatinumCLS to avoid no-show charges.
10. Special Event Policies
For high-demand events (e.g., weddings, concerts, sporting events):
- Cancellations must be made at least 14 days in advance.
- A 50% deposit is required to secure the reservation and is non-refundable after the 14-day cancellation window.
11. Refund Policy
- Refunds for eligible cancellations will be processed within 5-7 business days.
- Deposits for Motor Coaches, Mini Buses, and special event bookings are non-refundable after the cancellation window has passed.
