Changes, Cancellations and Refunds

Last Updated: May 2026

Overview

This policy explains how cancellations and refunds work for reservations made with Gotham Ride Chauffeur Service, operated by MITAEL LLC. By booking a ride with us, you agree to the terms below in addition to our Terms and Conditions.

Refund Policy

Our refund policy is straightforward and applies to all reservations.

1. Full Refund
Cancellations made 24 hours or more before the scheduled pickup time receive a 100 percent refund.

2. Partial Refund
Cancellations made less than 24 hours before the scheduled pickup time receive a 50 percent refund. The remaining 50 percent is retained as a cancellation fee.

3. No Refund (No-Show)
Reservations are charged the full fare if the passenger does not appear at the scheduled pickup location and does not cancel in advance.

A reservation may also be treated as a no-show if the service cannot be completed due to incorrect booking details, including but not limited to exceeding the selected vehicle’s passenger or luggage capacity.

Vehicle Capacity and Luggage Policy

To ensure a safe, comfortable, and reliable experience, each vehicle is assigned a maximum passenger and luggage capacity. These limits are based on vehicle specifications and safety regulations.

Standard Capacity by Vehicle Type

• Business Class Sedan: up to 3 passengers, 2 standard suitcases
• Business SUV: up to 6 passengers, 5 standard suitcases
• First Class SUV (Cadillac Escalade): up to 6 passengers, 6 standard suitcases
• First Class Sedan: up to 3 passengers, 2 standard suitcases
• Comfort Van: up to 6 passengers, 4 standard suitcases
• Business Sprinter Van: up to 14 passengers, 15 standard suitcases

Capacity is based on standard-sized luggage. Larger or oversized items may reduce available space.

Passenger Limits

For safety and insurance compliance, the number of passengers must not exceed the stated capacity for the selected vehicle. Reservations that exceed passenger limits cannot be serviced.

Luggage Limits and Additional Items

If the number or size of items exceeds the listed capacity, the following rules apply:

1. Safety First
The chauffeur has the right to refuse service if the load cannot be accommodated safely.

2. Additional Luggage (If Space Allows)
If space allows and the chauffeur agrees to accommodate additional items, a fee of $29 per additional piece of luggage may apply.

3. Oversized Items
Oversized items may be counted as multiple pieces at the chauffeur’s discretion.

4. Special Items
Golf club bags are counted as two pieces of luggage.

We recommend selecting a larger vehicle if you are traveling with additional bags, oversized items, or require extra space for comfort.

If the reservation cannot be completed due to excess passengers or luggage beyond the stated limits, it will be treated as a no-show.

Airport Pickups and Flight Delays

We track every inbound flight in real time and adjust pickup times automatically. If your flight is delayed, your chauffeur will wait at no extra cost up to the included grace period: 60 minutes for international arrivals and 30 minutes for domestic arrivals. Wait time beyond the grace period is billed in 15-minute increments at the published hourly rate.

If your flight is canceled or significantly rescheduled, please notify us as soon as possible by phone or email. Reservations canceled due to documented airline cancellations are eligible for a full refund or no-cost rebooking, even within the same-day window.

Modifications

Changes to a reservation, including pickup time, location, or vehicle type, are not considered cancellations and do not trigger a fee, provided the change is requested at least 4 hours before the original pickup time and the new request is operationally reasonable. Modifications inside the 4-hour window may be treated as a cancellation and rebooking.

Corporate and Account Customers

Approved corporate accounts may have customized cancellation terms set out in a separate service agreement. Where a corporate agreement is in place, the terms in that agreement take priority over this policy.

Weather and Conditions Beyond Our Control

We do not refund fares for delays caused by traffic, weather, or other circumstances beyond our control. However, if a verified weather event, road closure, or government order makes a trip impossible, we will work with you to either reschedule at no additional cost or issue a full refund. These cases are reviewed individually.

How to Cancel

To cancel a reservation, contact us by phone, email, or through your booking confirmation. Please include your reservation number and the name on the booking. We recommend phone contact for same-day cancellations so we can confirm receipt in real time.

Phone: 212-763-7722
Email: [email protected]

Refund Processing

Approved refunds are returned to the original payment method. Refunds typically post to credit and debit cards within 5 to 10 business days, depending on your card issuer. Refunds to corporate accounts are reflected on the next monthly invoice.

Disputes

If you believe a charge or cancellation fee was applied in error, please contact us directly before initiating a chargeback with your card issuer. We will review the booking record, dispatch logs, and any communications, and respond within 3 business days. Most disputes are resolved directly without involving the card issuer.

Changes to This Policy

We may update this policy from time to time. The date at the top of the page reflects the most recent revision. Reservations are governed by the policy in effect at the time of booking.

Contact Us

MITAEL LLC, doing business as Gotham Ride Chauffeur Service

Email: [email protected]
Phone: 212-763-7722