Terms of Service

1. Booking and your ride agreement

1. 1

   A ride is booked only after we send you a confirmation. A quote is not a booking.

2. 2

   Your confirmation is your ride agreement. It shows:

   • the pickup date and time and the release time or drop off
   • the vehicle and the price
   • your name
   • for airport pickups, the airline, flight number and scheduled arrival

   Please check it and tell us right away if anything is wrong.

3. 3

   Quote prices are held for the time shown on the quote. After that, prices may change until you book.

4. 4

   The price covers the route, stops and time on your confirmation. Changes you make before or during the ride may change the price (see sections 4, 5 and 7).

5. 5

   You must give us accurate pickup details, passenger count, luggage, flight number and a phone number that works on the day of the ride. We are not responsible for problems caused by wrong or missing information.

6. 6

   How far ahead to book: daytime rides (7am to 9pm) need at least 2 hours notice. Night rides (9pm to 7am) need at least 12 hours notice. If you book at night for a ride in the next 12 hours, please call us at (713) 203 7393.

2. Payment and card on file

1. 1

   We keep a card on file for every booking. By saving your card, you authorize us to charge it for:

   • the fare
   • extra waiting time, stops and changes
   • cancellation and no show fees
   • cleaning and damage fees
   • parking and other charges described in these terms
2. 2

   Your card is charged automatically the day before your ride for the confirmed fare. For rides booked less than a day ahead, it is charged when you book.

3. 3

   Extra charges from the ride (waiting time, stops, extra hours, parking, cleaning or damage) are charged to the same card after the ride. You will get an updated receipt.

4. 4

   If a charge fails, we will send you a payment link and contact you to arrange payment. Your ride stays booked while we sort it out. You are responsible for the fare and any fees in these terms even if the card on file fails.

5. 5

   Your quote says whether gratuity for your chauffeur is included. If it is not included, you can add it when you book, when you pay, or after your ride. A gratuity you add is charged to your card on file and goes to your chauffeur.

6. 6

   Corporate accounts are billed on the terms in their account agreement or statement. Unpaid balances are due within 30 days.

7. 7

   Billing questions: if you think a charge is wrong, contact us in writing within 30 days of the charge. We will review it with you. Please contact us before disputing a charge with your bank; we usually resolve billing questions quickly.

3. Cancellations

1. 1

   Cancel by replying to your confirmation, by using the cancel link on your trip page, or by calling or texting (713) 203 7393. A cancellation counts once we confirm it, but the time of your request decides which fee applies.

2. 2

   Sedan and SUV:

   • More than 24 hours before pickup: free
   • From 24 hours to 4 hours before pickup: 50% of the fare
   • Less than 4 hours before pickup: 100% of the fare
3. 3

   Sprinter van: free up to 7 days before pickup. After that, 100% of the fare.

4. 4

   Stretch limousine and party bus: free up to 14 days before pickup. After that, 100% of the fare.

5. 5

   Hourly bookings: the fee is based on the hourly minimum for that vehicle.

6. 6

   Weddings, proms, quinceañeras, holidays and major events: free up to 14 days before pickup for every vehicle. After that, 100% of the fare.

7. 7

   Changing the pickup time to the same day is a change, not a cancellation. We will do our best to accommodate it, but it depends on availability.

8. 8

   If an airline cancels your flight, tell us as soon as you know. We will move your ride or cancel it with no fee if you tell us at least 4 hours before the original pickup.

9. 9

   If we cancel your ride, you get a full refund. Our responsibility ends with that refund (see section 11).

4. Waiting time

1. 1

   Regular pickups: your chauffeur arrives before your pickup time. The first 20 minutes after your pickup time are free.

2. 2

   Airport pickups: we track your flight. The first 40 minutes after your flight actually lands are free. We never charge for airline delays. Please give us your correct flight number; without it, the free time starts at the scheduled pickup time.

3. 3

   After the free time, waiting is billed by the minute at your vehicle's hourly rate.

4. 4

   Hourly bookings: there is no free waiting time. Your booked hours start at the pickup time. Time past your booked hours is billed by the minute at your vehicle's hourly rate.

5. 5

   Your chauffeur waits up to 60 minutes past the free time while trying to reach you. After that, the ride may be treated as a no show unless you have asked us to keep waiting. Extra waiting is charged as described above.

5. No shows

1. 1

   A ride is a no show when:

   • the passenger does not meet the chauffeur by the end of the free waiting time
   • we can't reach the passenger or the person who booked by phone or text
   • nobody asked us to keep waiting
2. 2

   A no show is charged 100% of the fare plus any parking or airport fees we paid. Waiting time is not added on top.

3. 3

   If you can't find your chauffeur, call or text (713) 203 7393 before you leave the pickup location. If you leave with another ride without calling us, it counts as a no show.

6. Stops and changes during the ride

1. 1

   One stop of up to 15 minutes on the way is included.

2. 2

   Each extra stop, or any stop longer than 15 minutes, is charged:

   • waiting time at your vehicle's hourly rate
   • any extra distance
3. 3

   With more than two stops or a stop longer than 30 minutes, the ride may be billed as an hourly ride from pickup.

4. 4

   Route or destination changes during the ride may change the price. Your chauffeur may refuse changes that are unsafe or that would make them late for another booked ride.

7. Extra charges

1. 1

   Parking: airport and event parking used for your ride is charged at cost, unless your quote includes it.

2. 2

   Cleaning: $150 minimum when the vehicle needs cleaning beyond normal use. That includes vomit, spills and food or pet messes.

3. 3

   Smoking or vaping: $250, plus any damage.

4. 4

   Damage: you pay the actual cost to repair or replace anything damaged by a passenger. That includes burns, stains, broken glassware and equipment, and the income lost while the vehicle is out of service.

5. 5

   We will send you photos and a receipt or estimate for any cleaning or damage charge.

8. Passengers, luggage and conduct

1. 1

   We can only carry the number of passengers and the luggage the vehicle is rated for. Tell us at booking about large or extra bags, sports equipment, wheelchairs and pets. The chauffeur may refuse extra passengers or items that don't fit safely. If that happens, the fare is still charged.

2. 2

   Seat belts: every passenger must wear one where provided.

3. 3

   Children: Texas law requires a child safety seat for children under 8 years old unless they are 4 feet 9 inches or taller. Request seats at booking. The parent or guardian is responsible for installing and checking the seat.

4. 4

   Alcohol: passengers under 21 may not have or drink alcohol in our vehicles. The person who booked is responsible for making sure of this. Where alcohol is allowed, no open containers may leave the vehicle.

5. 5

   Smoking: no smoking or vaping of any kind, including marijuana, in our vehicles.

6. 6

   Prohibited: illegal drugs, illegal weapons and fireworks are not allowed.

7. 7

   Behavior: your chauffeur may refuse service, or end the ride with no refund, for:

   • unsafe, violent, abusive or harassing behavior
   • illegal activity
   • underage drinking
   • smoking
   • too many passengers
   • anything that puts people or the vehicle at risk
8. 8

   Pets: must be in a carrier unless they are service animals. Pet hair or mess is charged as cleaning.

9. Vehicles and chauffeurs

1. 1

   We may send a different vehicle of the same or a better class at no extra charge. If we can't provide a vehicle that seats your group, you may cancel for a full refund.

2. 2

   Vehicle photos on our website and in messages are examples. Your vehicle may differ in year, color and features.

3. 3

   We may use a licensed partner company to provide your ride. Every ride is still covered by these terms.

10. Lost items

We are not responsible for items left in the vehicle. If we find something, we will hold it for 30 days and help arrange its return. Delivery costs are paid by the owner of the item.

11. Delays and limits on our responsibility

1. 1

   We plan every ride with time to spare. However, we are not responsible for delays or missed flights, events or appointments caused by things outside our control, such as:

   • traffic, road closures, accidents and construction
   • weather
   • airport and airline delays
   • police activity
   • mechanical problems

   Please book with enough time for your plans.

2. 2

   We are not liable for events outside our reasonable control, including:

   • severe weather, hurricanes and flooding
   • natural disasters
   • government orders
   • public health emergencies
   • strikes
   • power or network outages

   If one of these stops your ride, we will refund or reschedule it.

3. 3

   To the fullest extent allowed by law, our total liability for any claim related to a ride is limited to the amount you paid for that ride.

4. 4

   We are not liable for indirect, incidental, special or consequential damages, including:

   • missed flights, connections or events
   • lost business or income
   • extra travel costs
5. 5

   Nothing in these terms limits liability that the law does not allow us to limit, including liability for our gross negligence or willful misconduct, or for bodily injury where the law forbids a limit.

12. Your responsibility to us

You agree to cover New Class Limo, its chauffeurs and its partners for claims, costs and reasonable attorney fees caused by:

• your breaking these terms or the law; or
• damage or injury caused by you or your passengers.

13. Messages and privacy

1. 1

   By booking, you agree that we may send you texts and emails about your rides, including confirmations, reminders, chauffeur details and receipts.

2. 2

   We will send marketing messages only if you agree to them. You can opt out of marketing at any time.

3. 3

   We use your information only to provide and bill your rides. We don't sell it.

4. 4

   Card numbers are stored by our payment processor (Stripe), not by us.

14. Disputes and governing law

1. 1

   These terms are governed by the laws of the State of Texas.

2. 2

   If you have a problem, contact us first and we will try to resolve it within 30 days.

3. 3

   Binding arbitration. If we can't resolve it, you and New Class Limo agree that any dispute about a ride, a charge or these terms will be settled by binding individual arbitration, not in court. The arbitration will be run by the American Arbitration Association under its Consumer Arbitration Rules, in Harris County, Texas, or by phone or video if you prefer. The Federal Arbitration Act applies. An arbitrator can award the same individual relief a court could.

4. 4

   Small claims. Either side may bring an individual claim in small claims court in Harris County, Texas instead, if it qualifies.

5. 5

   No class actions. You and New Class Limo each agree to bring claims only on an individual basis. Neither side may bring or join a class action, collective action or representative action, and the arbitrator may not combine claims of different people.

6. 6

   Opting out. You may opt out of arbitration by emailing info@newclasslimo.com within 30 days after your first booking, with your name and the words "arbitration opt out." Opting out does not change any other part of these terms.

7. 7

   Any claim must be brought within one year after the ride, unless the law requires a longer time.

15. Changes to these terms

We may update these terms. The version posted when you book applies to that booking. If any part of these terms can't be enforced, the rest still applies. These terms, together with your confirmation, are the whole agreement for your ride.

Contact

New Class Limo, Houston, Texas

Phone and text: (713) 203 7393

Email: info@newclasslimo.com