Refunds & Cancellation Policy

1. Immediate cancellation

If you cancel within one hour of booking, and more than 24 hours remain before the service, you are refunded in full. Only the transaction cost charged by your payment method is deducted.

2. More than 24 hours before the service

Your choice: a refund of the amount paid, or a credit for the full amount toward a future booking. In both cases only the transaction cost charged by your payment method is deducted.

3. Less than 24 hours before the service

50% of the amount paid to that point is retained. The remaining 50% is refunded or held as credit, at your choice.

4. No-show

If the vehicle and chauffeur arrive at the agreed place and time and the client does not appear and does not notify us, 100% of the amount paid to that point is retained.

5. If Blackline fails

If we do not provide the booked service through our own fault, you are refunded 100% of what you paid, with no deduction of any kind, by the same method you used.

6. How to cancel

Message us on WhatsApp or by email with your reference number, or call +1 (809) 714-0301. The cancellation time is the time we receive your message.

7. Airport pickups — waiting-time allowance

• International arrivals: complimentary waiting time of 60 minutes from actual landing time, covering immigration and baggage claim.
• Domestic and private terminal arrivals: complimentary waiting time of 30 minutes from actual landing time.
• All other pickups (hotel, villa, office): complimentary waiting time of 15 minutes from the scheduled pickup time.
• Beyond the allowance, waiting is billed at USD 40 per hour, charged in 15-minute increments.

8. Flight delays, early arrivals and cancelled flights

• We monitor your inbound flight using the flight number you provide and adjust the pickup automatically. Delays are not charged as waiting time, and there is no rescheduling fee for a delay caused by the airline.
• Provide an accurate flight number at booking. If no flight number is given and we cannot track the flight, standard waiting-time rules apply from the originally scheduled pickup time.
• If your flight is cancelled or diverted, contact us as soon as you can. We will reschedule to the next available arrival at no additional charge, subject to fleet availability; if we cannot accommodate the new time, the booking is refunded in full.
• Delays beyond 4 hours may require reassignment of the vehicle and chauffeur; we will confirm the new arrangement in writing.

9. Changes to a booking

Changes to the date, time, route or vehicle are free of charge when requested at least 24 hours before pickup and subject to availability. Later changes are treated as a cancellation and rebooking. Changes that increase distance, duration or vehicle class are re-quoted before confirmation.

10. Refund method and processing

Approved refunds are issued to the same payment method you used, in the currency charged. The transaction cost charged by that payment method is deducted, except where section 5 applies. Multi-day charters, executive protection deployments, helicopter charters and villa bookings may additionally follow the supplier's own cancellation terms, which are stated in your written confirmation.

11. Disputes

If you believe a charge is incorrect, email [email protected] within 24 hours of the service date with your booking reference. We acknowledge within two business days and aim to resolve within 5 business days.