TERMS & CONDITIONS
Last Updated on August 28, 2022
Master Livery Service is a cashless experience company that charges fares without the inconvenience of hidden fees. We are more than pleased to impart our services to you in accordance with the arranged terms and conditions. Please read this agreement with care and understanding before using the service. Should you wish not to accept the said terms and conditions, do not use the website nor the service. Should you make use of this website and/or the service, you openly agree with our terms and conditions without restriction- and override all other agreements made between you and masterliveryservices.com. Please be informed that all services are Pre-Paid. Upon booking the reservation, the fare will be charged. Any extra services or fees being made during the trip will be charged after the trip’s completion.
2. RATE POLICY
All-inclusive with exception of the Gratuity. 10% STC (Standard Transportation Charge) (STC is a surcharge based upon various overhead expense items some of which may not relate to the specific trip) will apply in every reservation. 15% Federal Holidays New Year’s Day,Martin Luther King Day, Presidents Day, Easter, Memorial Day, Independents Day (4th of July), Labor Day, Columbus Day, Veterans Day, Thanksgiving, Christmas Eve, Christmas Day and New Years Eve $ 40 fee for airport meet and greet $ 10 additional fee will apply to all stops on route plus wait time. $ 20 additional fee for pick-ups between 12:00 AM to 5:00 AM Parking fees may apply. Please CLICK HERE e-sign your Credit Card Authorization Form at your earlier convenience. Thank you for your business.
3. DISCOUNT POLICY
PERSONAL ACCOUNT: Create an account with us and enjoy 15% discount in every trip, anytime and anywhere. For CORPORATE ACCOUNT: Create an account and enjoy up to 18% discount for all your company’s trips. (Discount depends on the volume of trips booked)
4. CANCELLATIONS, CREDIT, AND RESCHEDULE
4.1 We require you to send your cancellation request through our email at [email protected] Over the phone, cancellation is discouraged since we prioritize reservations with our phone lines.
4.2 Instead of canceling your reservations, we highly encourage you to consider an open reservation for the trip so you can continuously take advantage of our services and avoid getting charged the full cost due to late cancellations.
4.3 All SUV and Sedan trips that are canceled within 24 hours before the scheduled pick-up time will be charged the full fare. Reservation cancellations will only be accepted within 24 hours prior to the scheduled pick-up time. Cancellations made less than 24 hours prior to pick-up, the amount is non-refundable.
4.4 Full charge and non-refundable for cancellations made less than 72 hours from the pick-up time:
- Stretch limo- 72 hours from the pick-up time
- Buses – 72 hours from pickup time
- Coaches & All Other Buses – 72 hours from pickup time
- Mini Van and Sprinters – 72 hours from pick-up time.
4.5 For EVENT VEHICLES: Cancellations made more than 72hrs before the pickup time will be charged with 20% Cancellation fee and will be refunded with 80%. You can use the 20% as a credit for your future trips anywhere within the United States with our local affiliates for up to 9 months. Cancellations made less than 72hrs before the pickup time will be charged full fare.
4.6 Last Minute Booking: All last-minute bookings made will be charged upfront and cannot be canceled. Charges made are non-refundable.
5. REFUND POLICY:
5.1 For Sedan and SUV: Reservations canceled within 24 hours upon booking the trip, you will be refunded the full amount. Reservations canceled after 24 hours of booking the trip, the amount will be nonrefundable but will serve as a credit to be used for future trips anywhere within the United States for up to 1 year. You can use the credit in booking a trip anywhere in the US with our local affiliates. No refunds or credit will be issued for cancellations made less than 24 hours prior to the pick-up time.
5.2 For Stretch Limousines, Vans, Minibuses, Sprinters, and Motorcoaches, cancellations made more than 72hrs before the pickup time will be charged with a 20% Cancellation fee and will be refunded with 80%. You can use the 20% as a credit for your future trips anywhere within the United States with our local affiliates for up to 9 months. Chargebacks from the issuing bank should be based on the above policies.
6. HOURLY SERVICE POLICY
For hourly service, we could cater 30 miles radius from the pick-up location. If more than the said miles, it will be calculated as a transfer.
7. CHILD SAFETY SEATS:
Master Livery Service does not have child seats. Passengers should be the ones to provide and install their car seats following state and federal laws.
8. PET POLICY
8.1 Master Livery Service allows pets. If the animal weighs more than 15 pounds. we require you to place them in a cage. Smaller pets should be on a leash or inside a case and should not be seated beside the chauffeur for safety.
8.2 If you have a service animal, you don’t have to place them in a crate. To make sure that every pet protocol is followed please call our customer care experts at 877-200-1516 for us to check if there is anything else you might need to do depending on the kind of pet and its weight. Rest assured you will be provided with a pet-friendly chauffeur!
9. WAIT TIME
- Waiting Time is $ 7.50 for every 5 minutes
- Non-airport pickups: after a grace period of 15 minutes elapsed, waiting time will apply.
- Domestic Arrivals: after 30 minutes grace period elapsed, waiting time will apply.
- International Arrivals: after 60 minutes grace period elapsed, waiting time will apply.
10. NO SHOWS
No show fee will be equivalent to the trip cost plus a 7% STC. Additional wait time will be charged if you fail to show up at your pick up location. Do not leave the designated areas without attempting to contact our customer care experts at 877-200-1516.
11. TERMS GUARANTEE
Our service is backed by a satisfaction guarantee. Should you be dissatisfied, please call us. We will do our best to resolve any issues to your satisfaction.
In very rare situations when we are unable to provide you our company chauffeur for your ride, Master Livery has trusted affiliate companies and partner chauffeurs who can be at your service! When this happens, there will be a referral fee in lieu of the service charge. In this situation, we will make sure that the chauffeur will receive proper compensation for providing the service on our behalf.
12. CHANGES TO RESERVATIONS
Changes are made by calling our office and speaking with customer service, you confirm the original reservation, you will be asked to provide the updated details for your reservation. If you are changing on short notice, we will do our best to accommodate your request. If we are unable to accommodate your request due to availability, you can keep the original reservation or email us at [email protected] to cancel the reservation.
13. BAD WEATHER POLICY
If booked for a SEDAN: If it is snowing, for the safety of the chauffeur and the passenger, an upgrade to an SUV is recommended for the trip. Additional costs will apply.
14. RULES OF CONDUCT
1-No smoking is allowed in the vehicle.
2-Any unusual spill soiling or damage to the vehicle caused by the passenger will result in a 100 up to $300 clean-up fee being charged directly to the credit card on file for the trip.
3-No alcohol is permitted on the vehicles.
4-No food or drink in the car
5-No alcohol is permitted on the vehicle if any minor (under 21 years of age) is present.
6-The company assumes no responsibility for lost or damaged baggage, personal belongings, or any items left in the vehicle.
7-Master Livery representative/chauffeur reserves the right to refuse service to any passenger for any type of gross misconduct
Please do note some airports do not allow the chauffeurs to meet the passengers at the baggage claim area. Do let us know if you need a greeter for your trip.
15. ADDITIONAL TERMS
15.1 Events Services (Limousines, Vans, Minibuses, Motor-coaches, and/or Black Cars). All Event Services vehicle types will be billed at the prevailing MLS hourly rate. Clients are billed from the time personnel and/or vehicles leave the MLS facility until the time it returns to the MLS facility. All Reservations that are billed on an hourly basis and Clients will be billed a minimum of thirty (30) minutes travel time each way plus the time the passenger(s) are in the vehicle. Fractions of an hour are rounded to the next half-hour.
15.2 Master Livery Service and its affiliates or subcontractor shall not be deemed responsible for any lost or misplaces properties or items while on board. We shall not as well be deemed responsible for damages caused by delays, failure to perform in whole or part, the passengers’ obligations connecting to the services due to natural calamities like flood, earthquake, or any weather conditions as well as acts of terrorism, any public authority acts, government or civil disorder, air or ground passenger carrier delays or circumstances beyond our control.
16. THE TERMS OF SERVICE MAY CHANGE ANYTIME:
These policies may change without notice, so we advise you to check this page every now and then. You choosing to book your reservation with us indicates that you have read and accepted these terms and conditions. If you have prior reservations before this policy has been changed, the terms applied should be the one that is active at the time of booking.