Reservations.

We advise our clients to pre-book a van to ensure availability at the time of pick-up. Reservations made online at least 12 hours before the pick-up time will be honored. For last-minute needs, you can also call us for vehicle availability. While reservations confirmed via email are guaranteed for pick-up, availability cannot be guaranteed with short notice by phone.

No Shows.

If your driver isn't at the agreed pick-up spot, please don't leave without calling us first. Dial the number on your confirmation. If we don't hear from you, the driver waits for 15 minutes after the scheduled time. After that, they'll call us, and we'll try reaching you. If we can't, the van will leave, and you'll be charged a "No Show" fee – the full trip cost plus any wait time fees. To avoid this fee, call the number on your confirmation if you can't find your driver.

Cancellations.

If you decide to cancel between 48 hours and 4 hours before your scheduled pickup, a 50% charge will apply, and canceling within 4 hours or on the spot incurs the full ride cost. For special occasions like Proms and Weddings, canceling at any time means losing the initial 50% deposit.

By reserving, you're ensuring our commitment to your service, but keep in mind that it limits our ability to assist others, especially during events like proms, weddings, and holidays. Your understanding is greatly appreciated.

Credit Card Transactions.

We only place an authorization on your card to ensure the availability of funds; this will appear as "Pending funds" when you check your credit card account statement online. If you choose to pay in cash, we request your credit card information as a backup. This is to charge your card in case of a no-show or cancellation after the specified grace period. You can request an invoice from our office for up to a maximum of 30 days. After this period, we don't retain any account information for your receipt.

Please note, there's a 5% extra charge for using a credit card.

Damages Resulting From Your Act.

You, either as a client or passenger, will be charged the cost of cleaning (minimum $250 and up) the vehicle if you or your authorized party gets sick in the car. Additionally, you agree to cover all damages to our vehicles caused by you or your authorized party. This includes, but is not limited to, burned seats, technical or mechanical failures to the equipment inside the vehicle, missing items, or any damages to the outside of the vehicle during your accommodations. These charges apply regardless of whether damages are based on contract, strict liability, tort, or other theories, and whether Platinum Charters was given notice of possible damages.

Disputes.

If there's a problem with charges on your credit card, we assume they're correct, unless you tell us otherwise in writing within 30 days from the charge date. Please send copies of your credit card statement or receipts, showing the charges you're questioning, by fax or mail. Any disputes after 30 days won't be refunded.

Send your concerns in writing to our billing department. You don't have to pay the disputed amount until we sort it out. Email your issues to platinumchartersinfo@gmail.com. If our investigation finds a mistake with your credit card charge, you might get a refund.