Cancellations, No‑Shows & Wait Time Policy

This Cancellations, No‑Shows & Wait Time Policy (the “Policy”) explains how JetBlack handles changes, late cancellations, non‑attendance, and waiting times. It forms part of, and must be read together with, the General Terms and the Bookings, Pricing & Payments Policy.

If there is any conflict between this Policy and a specific written agreement (for example, a corporate or event contract), the specific agreement will normally prevail for the services it covers.

1. General Cancellation Rules

1.1 How to Cancel

You may cancel a reservation only through official JetBlack channels, such as:

The JetBlack website (via “My Rides” or booking management tools, where available).
The JetBlack mobile app (where available).
JetBlack’s customer support phone line or designated email/messaging channels, using the contact details contained in your confirmation email.

Cancellations sent to drivers directly (for example, text or call to the chauffeur’s personal number) are not considered official and may still result in full charges.

1.2 Standard Cancellation Windows

Unless otherwise specified in your confirmation or a written agreement:

Standard point‑to‑point and airport transfers (sedan/SUV):
Cancellation is permitted without a cancellation fee if made a set number of hours before the scheduled pickup time (for example, 24 hours; you can replace this placeholder with your real rule).
Hourly/charter rides and specialty vehicles (e.g., vans, limousines, minibuses, coaches):
A longer notice period may be required (for example, 48–72 hours before pickup).

The exact cancellation window, when different from the standard rule, will be indicated at the time of booking or in the confirmation message wherever feasible.

1.3 Late Cancellations

A late cancellation occurs when:

The cancellation is received after the free‑cancellation window has passed; but
Before the driver has been classified as a no‑show situation (as defined in Section 3 below).

Late cancellations are typically subject to a cancellation fee, which may be:

A fixed amount (for example, a specified USD fee per ride), or
A percentage of the estimated trip cost (for example, 50–100%), depending on the service type, vehicle class, and timing.

For specialty vehicles and events with non‑refundable deposits, late cancellations may result in forfeiture of the full deposit and/or a higher cancellation charge.

2. Cancellation Fees & Non‑Refundable Items

2.1 Standard Cancellation Fee

Unless otherwise stated:

Confirmed standard reservations that are cancelled after the free‑cancellation window may incur a non‑refundable cancellation fee (for example, a specified USD amount per reservation or per vehicle).
This fee is intended to cover administrative work, driver dispatch planning, and lost opportunity to accept other bookings.

The exact amount and rules will be communicated at the time of booking and in your confirmation where feasible.

2.2 Special Events & Specialty Vehicles

For the following, stricter cancellation rules and higher non‑refundable fees will usually apply:

Weddings, proms, major holidays, and other special events.
Stretch limousines, luxury specialty vehicles, vans, minibuses, and coaches.
Large‑group or multi‑vehicle bookings.

In these cases:

Deposits and certain prepayments may be fully non‑refundable once the reservation is confirmed.
The standard 24‑hour or similar cancellation window may not apply.
Specific terms should be reviewed in your individual quote, contract, or booking confirmation.

2.3 Non‑Refundable Voucher/Reservation Fees

Any voucher fee, reservation fee, or similar small booking fee that is explicitly indicated as non‑refundable:

Will not be returned if you cancel, even if the underlying fare is fully or partially refunded.
May be retained by JetBlack as a service and processing charge.

3. No‑Shows & Full‑Charge Situations

3.1 Definition of a No‑Show

A no‑show occurs when all of the following apply:

The driver arrives at the designated pickup location on time (or within an operational allowance) according to the confirmed reservation details.
The complimentary waiting period (see Section 4) has elapsed.
The passenger does not meet the driver and cannot be reached using the contact details provided with the reservation (for example, phone number or messaging channel).

If any part of the above is missing (for example, the driver is at the wrong location due to an internal error), JetBlack will review the situation based on GPS and internal records before applying a no‑show classification.

3.2 Charges for No‑Shows

In most cases:

No‑shows are charged up to 100% of the estimated fare, plus:
- Applicable taxes.
- Gratuity (where applicable).
- Any incurred tolls or parking costs.
For hourly bookings, the minimum number of reserved hours may be charged in full.
For events and specialty vehicles, no‑show or last‑minute non‑attendance often results in full forfeiture of the total fare and deposit.

These charges compensate for the driver’s time, the vehicle’s allocation, and the lost opportunity to serve other clients.

3.3 Passenger Responsibility for Contactability

To avoid being treated as a no‑show, you must:

Ensure your phone is switched on and reachable at the time of pickup.
Check messages or notifications sent by JetBlack or your driver (where applicable).
Respond promptly if JetBlack attempts to contact you regarding location or delays.

If you fail to be reachable due to roaming issues, device problems, or incorrect contact information, a no‑show charge may still apply.

4. Complimentary Wait Time & Extra Waiting Charges

4.1 Non‑Airport Pickups

For non‑airport pickups (e.g., home, office, hotel, or other address):

JetBlack typically offers a complimentary waiting period from the scheduled pickup time (for example, 10–15 minutes; replace with your actual rule).
If the passenger has not entered the vehicle within this complimentary period:
- Additional waiting time may be charged in increments (for example, every 15 minutes).
- After a certain threshold (for example, 30–60 minutes), the trip may be classified as a no‑show at JetBlack’s discretion.

4.2 Airport Pickups – Curbside

For airport curbside pickups:

A longer complimentary waiting period may apply (for example, 30–60 minutes after the actual flight arrival time), reflecting typical time for disembarkation and baggage collection.
JetBlack may monitor flight status where flight information is provided, but you remain responsible for informing JetBlack about major schedule changes where possible.
After the complimentary period expires, additional waiting time may be charged in increments; extended delays without contact may result in a no‑show charge.

4.3 Airport Pickups – Meet & Greet / Inside Pickup

For Meet & Greet (inside terminal) services:

The driver will wait inside the terminal at a designated meeting point, often with a name sign.
Complimentary waiting time may differ from curbside rules and may start from:
- The scheduled pickup time; or
- The actual flight arrival time, depending on the specifics in your confirmation.
Parking fees and additional waiting beyond the complimentary period:
- Will be added to the final bill as actually incurred.
- May be calculated only after the trip ends, once all time and charges are known.

4.4 Passenger‑Requested Waiting

If you request that the driver wait longer than the complimentary period:

Additional charges may apply based on:
- A per‑minute or per‑15‑minute rate; or
- Hourly rates for conversions to an “as‑directed”/hourly service, if appropriate.
Such waiting is subject to vehicle availability and legal driving‑time limits for the driver.

5. Flight Delays, Schedule Changes & Traffic

5.1 Flight Delays & Early Arrivals

Where you have provided accurate flight details and JetBlack offers flight tracking for the relevant service/airport:

JetBlack will make reasonable efforts to adjust the dispatch time in line with the updated arrival time.
Complimentary wait time calculations may be based on the actual arrival time instead of the originally scheduled time, in line with the rules stated in your confirmation.

However, in cases of extreme or multi‑leg disruptions, JetBlack may:

Require re‑confirmation of the booking;
Apply additional waiting time or rescheduling charges; or
Treat the reservation as a late cancellation or no‑show if you fail to communicate changes.

5.2 Passenger‑Initiated Time Changes

If you change your pickup time (for example, while in the air or on the day of service):

JetBlack will try to accommodate the new time but cannot guarantee availability.
Short‑notice changes may be treated as a late cancellation of the original time and a new booking, with applicable fees.

5.3 Traffic and External Delays

JetBlack is not responsible for:

Delays caused by traffic, road closures, weather conditions, security incidents, or other events beyond reasonable control.
Any consequential losses, such as missed flights, trains, or appointments, unless a specific written guarantee has been agreed.

6. How to Request Changes, Cancellations, or Clarifications

If you need to:

Change or cancel a booking;
Clarify which cancellation window applies to your ride; or
Dispute a no‑show or waiting time charge,

you should contact JetBlack’s customer support via the official contact methods listed on the website or in your confirmation. Provide:

Your reservation reference;
Date/time and pickup location;
A clear description of your request or concern.

JetBlack will review internal records (including GPS and call/message logs) and respond with a resolution or explanation.

7. Updates to This Policy

JetBlack may update this Cancellations, No‑Shows & Wait Time Policy from time to time. Any changes will become effective once posted on the JetBlack website or otherwise communicated to you in a reasonable manner. Continued use of JetBlack services after the effective date of the updated Policy will constitute your acceptance of those changes.