Cancellation Policy

Plans change. This page says exactly what happens when yours do, including the part most people miss, which is that moving a booking costs nothing at all.

Last updated January 1, 2025 · Applies to every booking made with us.

Read this first

Moving a booking is free. Cancelling one may not be.

The ladder below applies to cancelling. It does not apply to changing. If the date, the time, the address or the vehicle needs to move, tell us and we will move it, at no charge, at any point, as long as we have a car for the new arrangement.

  • The time

    Moved at no charge, subject to a vehicle being free. An earlier time is usually easier than a later one.

  • The date

    Moved at no charge. A booking moved rather than cancelled keeps its original price, even if rates have changed since.

  • The addresses

    Changed at no charge. If the new route is longer the fare is recalculated, and we tell you the new figure before anything is confirmed.

  • The vehicle

    Changed to whatever is free. Moving up costs the difference; moving down refunds it.

  • The passenger

    A booking can be transferred to somebody else entirely. Give us their name and a number the chauffeur can reach.

One thing we cannot do is move a booking we do not know about. Tell us as soon as you know, even if you are not sure yet. An early warning is never held against you.

If you do cancel

Measured against the pickup time on the booking, not the time you made it. Cancel at 8 a.m. for a 6 p.m. pickup and you are in the top rung.

  • 24 hours or more before pickup

    Free cancellation

    100% refund

  • 12 to 24 hours before pickup

    Late cancellation fee applies

    50% refund

  • Under 12 hours before pickup

    The vehicle is already committed

    No refund

  • No-show

    Charged in full

    No refund

How to cancel

Any of these works, and all of them are timestamped. The time we receive it is the time that counts.

  • From the booking page, using the booking number and the code emailed to you.
  • From your account, if you made one.
  • By phone, at any hour. A person answers.
  • By email, with the booking number in the subject line.
  • We confirm every cancellation in writing, stating what will be refunded. If you do not get that confirmation, the cancellation did not reach us.

What counts as a no-show

A no-show is charged in full, so it is worth knowing exactly what one is.

  • The chauffeur is at the pickup point at the booked time and the included waiting time runs out.
  • We try the phone number on the booking, and it is not answered.
  • Only then is the journey recorded as a no-show and the fare charged.
  • If you are running late and you tell us, it is not a no-show. It is waiting time, and waiting time is cheaper than a fare.
  • On an airport arrival, the sixty minutes runs from when the aircraft actually lands, not from the time on the booking.

When we cancel

The ladder is ours, not yours. If we cannot come, you are refunded in full and no fee applies.

  • A vehicle becomes unavailable and we have nothing equivalent to send: full refund.
  • Conditions make the journey genuinely unsafe: full refund.
  • We will always offer another vehicle or another time first, and the full refund stands if neither works for you.
  • We do not cancel a booking because a better-paying one turned up. That is not a thing we do.

Weather and conditions

Snow, storms and flooding are the one place where the ladder needs a plain answer.

  • Bad weather on its own is not a free cancellation. We drive in it, and a car booked for a snowy Tuesday is a car held for you.
  • Where conditions make a journey unsafe, or a road is closed and there is no way through, we cancel and refund in full.
  • Where a flight is cancelled because of weather, the Flight Delay Policy applies rather than this ladder.
  • We would always rather move a booking than argue about a ladder. Call us.

Weddings and events

A booking made months ahead holds a vehicle out of service for that date the whole time, so it has its own ladder.

  • 30 days or more before the event: full refund, less the administration fee shown on your booking.
  • 14 to 30 days before: 50% refund.
  • Under 14 days: no refund.
  • This replaces the standard ladder for any booking made more than 30 days ahead for a named event.
  • Moving the date is still free, subject to availability, and is almost always the better answer.

Quotes that have not been accepted

A quote is not a booking, so there is nothing to cancel and nothing to pay.

  • A request for a chauffeur to drive your own vehicle is quoted by hand and only becomes a booking when you accept the price.
  • Declining a quote costs nothing and needs no reason.
  • A quote left unanswered simply lapses. We do not chase it and we do not charge for it.

How the money comes back

The mechanics are on the Refund Policy page. In short:

  • Refunds go back to the card or account that paid, usually within 5 to 10 business days.
  • How soon it shows on the statement is the bank's timing rather than ours.
  • We confirm the amount in writing before it is processed.

Need to change or cancel?

Call us with the booking number. Moving a booking takes about a minute and costs nothing.

Email
info@maryamstransproservices.com
Phone
+1 (347) 971-7843
Address
404 North 9th St, Prospect Park, NJ 07508
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