At Gotham Ride, we understand that plans can change. Our cancellation and refund policy is designed to offer flexibility while ensuring the reliability and readiness of our premium chauffeur services. Please review the details below to understand how cancellations and refunds are handled.
Cancellation Policy
To maintain high service standards and ensure vehicle and chauffeur availability, cancellations must follow the timelines below.
Sedans & SUVs:
Free cancellation up to 24 hours before the scheduled pickup time.
Vans & Specialty Vehicles:
Free cancellation up to 48 hours before the scheduled pickup time.
Airport Transfers:
Same cancellation windows apply (24 or 48 hours based on vehicle type).
Hourly & Long-Distance Trips:
Free cancellation up to 48 hours before the trip start time.
Late Cancellations
If a cancellation is made after the free-cancellation window, a 100% cancellation fee may apply because the vehicle and chauffeur have already been reserved for your journey.
Any pre-incurred expenses such as tolls, parking, or preparation fees may also be charged.
No-Show Policy
A booking will be considered a no-show if:
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You are not present at the pickup location,
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We are unable to reach you,
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No cancellation request has been submitted.
In these cases, the trip is charged at the full fare, including any waiting time.
If you anticipate a delay, please contact us as soon as possible — we will always try to assist.
Waiting Time & Grace Period
To provide convenience and accommodate common delays:
Airport pickups: A complimentary 45-minute grace period after the flight arrives.
Non-airport pickups: A complimentary 15-minute grace period.
After these periods, standard waiting-time rates apply. If the waiting time exceeds reasonable limits, the trip may be classified as a no-show.
Refund Policy
Refunds depend on the timing and circumstances of the cancellation:
Full Refund:
Provided for eligible cancellations made within the free-cancellation window.
Partial or No Refund:
Late cancellations and no-shows may be non-refundable.
Service-Related Refunds:
If you experienced an issue during your service, please contact us. Refund requests are evaluated individually to ensure fairness and transparency.
Refunds are typically processed within 5–7 business days back to your original payment method.
Reservation Modifications
Changes to your reservation can affect eligibility for refunds:
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Modifications requested within the free-cancellation window are generally free.
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Modifications requested after the window may incur additional fees or require a new reservation.
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Last-minute changes depend on vehicle availability, but we do our best to accommodate them.
How to Cancel or Request a Refund
To cancel your booking or request a refund, please contact us:
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Email: [email protected]
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Phone: (212) 763-7722
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Via your booking confirmation link
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By replying to your confirmation message
For faster processing, include your full name, booking number, and pickup date/time.
Policy Updates
This policy may be updated over time to reflect operational changes or service improvements. Any updates will be published on this page.
Last updated: November 20, 2025.