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FAQ (Frequently Asked Questions)

Q1. How can I use to meet my transportation needs?

You can use the Request a Quote/Make a Reservation form to Request a Quote, choose vehicles, check availability, make reservations, and pay online.

Q2. San Francisco Airport SFO pick-up instructions:

You will receive a text from the driver as soon as you land; when you are ready with your luggage outside baggage claim, text her/him the door number, and the car will pick you up in less than five minutes.

Q3. What is the Cancellation/Refund Policy?

If you contact us to cancel more than 72 hours in advance, you will be refunded any amount paid minus a cancellation fee. The cancellation fee is the greater of $20 or 20% of the quoted rate of the reservation. If you contact us to cancel less than 72 hours in advance, we reserve the right to give you NO REFUND. However, please get in touch with us as we might be willing to give a partial refund in certain situations.

Q4. What are the fees/policies for Extra Stops?

Q5. What are the fees/policies for lateness/tardiness by the customer?

Here are our policies & fees for extra stops:

i. "Hourly" and "Private Wine tours" itineraries include unlimited unplanned extra stops within the booked time period, free of charge. The driver is considered to be "On-Call."

ii. For all other itinerary types, including one-way and round-trip itineraries:

  a. Extra stops which you specifically mention when you fill out our online reservation form are considered "PLANNED". Such extra stops are INCLUDED in the rate quote which you receive from us by email.

  b. Extra stops which you do NOT specifically mention when you fill out our online reservation form are considered "UNPLANNED." For such extra stops:

      1. The driver reserves the right to decline to make the extra stop.
      2. The driver reserves the right to charge an extra fee for the extra stop.
      3. The fee for the extra stop is due at the time the extra stop is requested.
      4. Fees collected by drivers for unplanned extra stops are NOT considered a tip/gratuity.

You may be required to pay a WAITING FEE ($30 per half an hour) to receive service if you are more than fifteen (15) minutes late for your pickup from an address. (No WAITING FEE for pickups from Airports)

If you are more than SIXTY (60) MINUTES LATE for your pickup, we reserve the right to CANCEL your pickup with NO REFUND. However, please attempt to contact us as we might be willing to give a partial refund or continue waiting for you in certain situations.

Q6. What are the fees/policies for rescheduling or changing itinerary details?

If you request to reschedule or change any details related to your reservation, (A) If we can accommodate your revised plans, we will do so for NO extra charge. (B) If we cannot accommodate your changed schedules, your reservation will be considered a cancellation, subject to the cancellation rules & policies explained on this web page.

Q7. How will I pay for my ride?

We accept cash, MasterCard, Visa, American Express, Discover, and PayPal. Credit card transactions can be processed through our booking system to maintain the security of your personal information, or over the phone as well.

Q8. What type of Vehicles are used for my transportation?

Sedans, SUVs, Sprinter Vans, Buses. (View Photos)

Q9. How many people can fit in?

Generally, the number of people designated in the vehicle description can fit. For example, Up to 4 people can fit in 4-passenger Lincoln Town Cars. HOWEVER, if there is a large amount of luggage/ baggage, fewer passengers may be able to fit.There is no additional per-person charge.

Q10. When can I book a pickup?

You can book your request at any time of the day, however, we strongly recommend booking a minimum of 24 hours in advance.

Q11. When can I get picked up?

You can get picked up anytime. We operate 24/7.

Q12. What is your On-Time Guarantee?

We back this up with an On-Time Guarantee.

The ride is free if we are more than 15 minutes late to your pickup!

Notes: (1) Our liability to you if we arrive late is limited to providing you with a free ride either when we arrive or at a different time of your choosing. (2) On-Time Guarantee does not apply if your pickup address is unreasonably difficult to find (e.g. not on maps) AND you did not make an effort to clarify the pickup location with the driver (e.g. you were consistently unreachable to clarify the directions by both phone and email).

Q13. What types of itineraries are available?

  • One way & round trips involving airport.

  • One way & round trips not involving airport.

  • Hourly service.

  • NOTE: If you return to your origin within a short time of being dropped off at your destination, and the driver will need to wait for you outside, you will be quoted an "hourly" rate, NOT a "round trip" rate.

Q14. What flight info should I enter for airport runs?

  • Your Airline, Flight Number, and Flight Time, for example, "American Airlines Flight #1020 Arriving @ 5:25 PM". This info is required for Arriving flights and recommended for departing flights.

Q15. What is the alcohol/ drug policy?

  • Alcohol consumption or possession is not permitted by ANYONE in the vehicle, if ANY of the passengers are under 21 years of age. Illegal drug consumption or posession by any passenger is not permitted. Breaking these terms is grounds for immediate termination of service for ALL passengers, with NO REFUND.

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