TERMS OF SERVICE & TRANSPORTATION POLICIES

TERMS OF SERVICE & TRANSPORTATION POLICIES

 

Last Updated: May 2026 

Website: www.luxroyride.com

 

IMPORTANT NOTICE

 

By booking, scheduling, paying for, requesting, or using any transportation service offered by LuxRoy Rider LLC (“Company,” “Provider,” “we,” “our,” or “us”), the Customer (“Customer,” “Passenger,” “Client,” “you,” or “your”) acknowledges and agrees to be legally bound by these Terms of Service & Transportation Policies.

 

Use of the Company’s services constitutes acceptance of these Terms whether booked online, by phone, text message, email, dispatcher, affiliate network, or any other reservation channel.

 

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1. DEFINITIONS

 

1.1 Company / Provider

 

Refers to LuxRoy Rider LLC, including its owner, representatives, employees, dispatchers, affiliate chauffeurs, subcontractors, agents, and transportation partners.

 

1.2 Customer / Passenger

 

Refers to any individual or entity booking, paying for, receiving, requesting, arranging, or using transportation services.

 

1.3 Service

 

Refers to all transportation, chauffeur, airport transfer, black car service, corporate travel, private transportation, event transportation, and related services arranged directly or indirectly through the Company.

 

1.4 Booking

 

Means any reservation made through:

• www.luxroyride.com
• phone call
• text message
• email
• dispatcher
• affiliate network
• online system
• third-party platform
• any approved communication method

 

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2. ACCEPTANCE OF TERMS

 

By using the Company’s services, the Customer confirms:

• they have read these Terms,
• understood these Terms, and
• voluntarily accepted these Terms.

 

Failure to read these Terms shall not exempt any Customer from compliance.

 

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3. BOOKING POLICY

 

3.1 Reservation Information

 

The Customer must provide accurate and complete information including:

• full pickup address,
• drop-off location,
• correct flight information,
• passenger count,
• phone number,
• timing information, and
• any special request.

 

LuxRoy Rider LLC shall not be responsible for service failures, delays, missed pickups, or pricing changes caused by inaccurate information provided by the Customer.

 

3.2 Right to Refuse or Cancel Booking

 

The Company reserves the right to refuse, decline, reschedule, reject, or cancel any booking where there are:

• operational limitations,
• safety concerns,
• suspected fraud,
• payment concerns,
• incomplete booking information, or
• legal compliance issues.

 

3.3 Vehicle Substitution

 

The Company reserves the right to substitute a comparable or upgraded vehicle where necessary due to:

• maintenance,
• safety concerns,
• scheduling conflicts,
• operational requirements, or
• vehicle availability.

 

No refund shall be owed solely due to vehicle substitution when a comparable service level is provided.

 

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4. PRICING & PAYMENT POLICY

 

4.1 Service Pricing

 

Pricing may vary based on:

• vehicle category,
• trip distance,
• pickup location,
• tolls,
• airport fees,
• waiting time,
• extra stops,
• late-night service,
• traffic conditions, or
• requested modifications.

 

4.2 Payment Authorization

 

By making a reservation, the Customer authorizes LuxRoy Rider LLC to charge the payment method provided for:

• transportation fare,
• waiting time charges,
• additional stops,
• cleaning fees,
• damage fees,
• no-show charges,
• tolls,
• modifications requested by Customer, and
• other authorized trip-related charges.

 

4.3 Fraudulent Payment Disputes & Chargebacks

 

The Customer agrees not to initiate fraudulent or unjustified chargebacks or payment disputes after services have been rendered.

 

The Company reserves the right to dispute chargebacks using:

• booking confirmations,
• timestamps,
• communication records,
• GPS records,
• dispatch logs,
• invoices, and
• service documentation.

 

Customers may be held responsible for costs arising from fraudulent disputes where permitted by law.

 

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5. CANCELLATION & REFUND POLICY

 

5.1 Cancellation More Than 24 Hours Before Pickup

 

Reservations canceled more than twenty-four (24) hours before scheduled pickup time shall qualify for a full refund.

 

5.2 Cancellation Within 24 Hours

 

Any reservation canceled within 24 hours of scheduled pickup shall be considered non-refundable.

 

The Company reserves the right to retain the full reservation amount.

 

5.3 Same-Day Cancellation

 

Same-day cancellations may be charged in full due to:

• chauffeur scheduling,
• dispatch costs,
• operational commitments, and
• vehicle reservation.

 

5.4 Company Cancellation

 

Where cancellation occurs due to circumstances within the Company’s control, reasonable efforts may be made to provide replacement service or refund at Company discretion.

 

No compensation shall be owed for cancellations resulting from force majeure or safety concerns.

 

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6. AIRPORT PICKUP & WAITING POLICY

 

6.1 Complimentary Airport Waiting Time

 

The Company provides sixty (60) complimentary minutes of waiting time beginning from the actual aircraft landing time.

 

6.2 Customer Responsibility After Landing

 

The Customer is responsible for:

• monitoring communication,
• remaining reachable by phone,
• collecting luggage promptly, and
• proceeding to pickup location without unnecessary delay.

 

The complimentary waiting period shall not be extended because of:

• baggage delays,
• restroom stops,
• meals,
• shopping,
• phone unavailability,
• personal delays, or
• failure to communicate.

 

6.3 Additional Waiting Charges

 

After the complimentary sixty (60) minutes expire:

 

If the Customer responds to Company communication and requests additional waiting time, an additional charge of $1.00 per minute shall automatically apply.

 

Such charges may be billed to the payment method on file.

 

6.4 Airport No-Show

 

If the Customer:

• does not appear after sixty (60) minutes, AND
• fails to respond to reasonable communication attempts,

 

the reservation shall be classified as a No-Show.

 

The Company may:

• release the driver,
• cancel the trip, and
• retain the full reservation amount without refund.

 

7. RESIDENTIAL, HOTEL & NON-AIRPORT PICKUP POLICY

 

7.1 Complimentary Waiting Time

 

For residential, hotel, business, corporate, school, medical, or non-airport pickups, LuxRoy Rider LLC provides fifteen (15) complimentary minutes of waiting time beginning from the scheduled pickup time.

 

7.2 Customer Delay & Communication

 

If the Customer is delayed, the Company may attempt to contact the Customer using the phone number or communication information provided during booking.

 

The Customer remains responsible for being reachable and monitoring communications.

 

7.3 Additional Waiting Charges

 

After the complimentary fifteen (15) minutes expire:

 

If the Customer responds and requests additional waiting time, an additional waiting charge of $1.00 per minute shall apply automatically.

 

The Customer authorizes the Company to charge such fees to the payment method on file.

 

7.4 Residential / Hotel No-Show

 

If the Customer:

• fails to appear within fifteen (15) minutes, AND
• cannot be reached after reasonable communication attempts,

 

the trip may be classified as a No-Show.

 

The Company may:

• release the chauffeur,
• cancel the reservation, and
• retain the full reservation amount without refund.

 

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8. FLIGHT DELAYS & AIRPORT ARRIVAL POLICY

 

8.1 Courtesy Flight Monitoring

 

LuxRoy Rider LLC may monitor flight information as a courtesy service.

 

However, flight tracking does not guarantee unlimited waiting time.

 

8.2 Airline & Airport Delays

 

The Company shall not be responsible for delays caused by:

• airline schedule changes,
• missed connecting flights,
• customs delays,
• immigration procedures,
• TSA delays,
• baggage claim delays,
• airport congestion,
• terminal confusion, or
• airport operational restrictions.

 

8.3 Missed Flights & Connections

 

The Company shall not be liable for:

• missed flights,
• missed appointments,
• missed reservations, or
• business losses caused by circumstances beyond reasonable control.

 

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9. VEHICLE DAMAGE, CLEANING & VOMIT POLICY

 

9.1 Customer Responsibility

 

The Customer shall remain financially responsible for any damage, extraordinary mess, or contamination caused directly or indirectly by:

• the Customer, or
• any passenger traveling under the Customer’s reservation.

 

9.2 Minimum Cleaning Fee

 

A minimum cleaning and sanitation fee of $150.00 may be charged for excessive mess including but not limited to:

• vomiting,
• bodily fluids,
• spills,
• smoke odor,
• stains,
• food contamination, or
• excessive dirt requiring professional cleaning.

 

9.3 Additional Damages

 

Where damages exceed ordinary cleaning costs, the Customer may be responsible for:

• repair expenses,
• detailing costs,
• replacement costs,
• vehicle downtime, and
• lost revenue caused by temporary service interruption.

 

9.4 Payment Authorization for Damages

 

The Customer authorizes LuxRoy Rider LLC to charge the payment method on file for documented damage, cleaning, or repair costs.

 

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10. SMOKING, VAPING & ILLEGAL ACTIVITY POLICY

 

Smoking, vaping, marijuana consumption, illegal drug use, or unlawful conduct inside Company vehicles is strictly prohibited.

 

LuxRoy Rider LLC reserves the right to immediately terminate service where safety, legal compliance, or vehicle condition may reasonably be compromised.

 

No refund shall be required in such circumstances.

 

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11. LOST, FORGOTTEN OR LEFT PROPERTY

 

11.1 Passenger Responsibility

 

Passengers are solely responsible for ensuring personal belongings are removed before exiting the vehicle.

 

11.2 No Liability for Lost Property

 

LuxRoy Rider LLC shall not be responsible for:

• lost property,
• forgotten items,
• theft, or
• damage to belongings left inside a vehicle.

 

11.3 Courtesy Recovery Assistance

 

If an item is located, the Company may assist with recovery at its discretion.

 

Additional fees may apply for:

• delivery,
• shipping,
• driver time, or
• handling services.

 

Recovery of lost items is not guaranteed.

 

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12. CHILD SEAT DISCLAIMER

 

LuxRoy Rider LLC does not provide child safety seats, booster seats, or infant seats unless explicitly agreed in advance.

 

The Customer remains solely responsible for:

• supplying any legally required child restraint system, and
• proper installation of such equipment.

 

The Company shall not be liable for Customer failure to comply with applicable child passenger safety laws.

 

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13. VEHICLE CAPACITY & LUGGAGE LIMITATIONS

 

13.1 Passenger Limits

 

Customers may not exceed the legal seating capacity of any vehicle.

 

The Company reserves the right to refuse transportation where:

• passenger count exceeds legal capacity, or
• safe transportation cannot reasonably be provided.

 

13.2 Excessive Luggage

 

The Company may refuse excessive luggage where capacity or safety limitations reasonably exist.

 

No refund shall be required where transportation becomes impossible due to Customer overcapacity or unsafe loading.

 

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14. ADDITIONAL STOPS, DESTINATION CHANGES & SERVICE MODIFICATIONS

 

Additional stops, route modifications, destination changes, wait requests, or trip extensions requested by the Customer may result in additional fees.

 

The Customer authorizes the Company to charge additional approved service costs to the payment method on file.

 

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15. UNSAFE PICKUP OR DROP-OFF LOCATIONS

 

Drivers may reasonably refuse pickup or drop-off at locations considered:

• unsafe,
• unlawful,
• inaccessible,
• blocked, or
• prohibited by police, airport, weather, or traffic restrictions.

 

The Company may designate a nearby safe alternative location.

 

No refund shall be owed where lawful transportation cannot safely occur.

 

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16. CUSTOMER LIABILITY FOR PASSENGERS

 

The Customer making the reservation remains financially and legally responsible for all passengers traveling under that reservation.

 

This includes responsibility for:

• delays,
• damages,
• misconduct,
• cleaning fees,
• waiting charges, and
• violations of Company policy.

 

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17. AFFILIATE CHAUFFEURS & THIRD-PARTY TRANSPORTATION

 

LuxRoy Rider LLC may fulfill reservations through:

• affiliate limousine companies,
• subcontractors,
• independent chauffeurs, or
• transportation partners.

 

Such arrangements shall not affect Customer payment obligations.

 

The Company shall not be liable for indirect operational interruptions beyond reasonable control.

 

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18. AFFILIATE PROVIDER DOCUMENTATION, INSURANCE & COMPLIANCE

 

18.1 Legal Compliance Requirement

 

Affiliate providers represent and warrant that all:

• licenses,
• insurance policies,
• registrations,
• permits,
• business filings, and
• operating authorities

 

are valid, lawful, active, authentic, and continuously maintained.

 

18.2 False Documentation

 

Submission of:

• forged,
• altered,
• expired,
• suspended, or
• fraudulent documentation

 

shall constitute a material violation.

 

18.3 Sole Responsibility

 

Any affiliate provider submitting false documentation shall bear sole legal and financial responsibility for resulting:

• passenger claims,
• lawsuits,
• injuries,
• insurance disputes, or
• regulatory penalties.

 

18.4 Indemnification

 

Affiliate providers agree to defend, indemnify, and hold harmless LuxRoy Rider LLC from claims arising from:

• false insurance,
• regulatory violations,
• invalid licensing, or
• unlawful operations.

 

19. RIGHT OF VERIFICATION

 

LuxRoy Rider LLC reserves the right, but not the obligation, to verify affiliate provider:

• insurance policies,
• licensing status,
• permits,
• registrations,
• operating authority, and
• regulatory compliance.

 

Failure by the Company to verify documentation shall not relieve any affiliate provider of responsibility for maintaining lawful operational status.

 

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20. DUTY TO NOTIFY COMPLIANCE CHANGES

 

Affiliate providers must immediately notify LuxRoy Rider LLC of any:

• insurance cancellation,
• lapse in coverage,
• license suspension,
• permit revocation,
• vehicle disqualification,
• legal restriction, or
• circumstance affecting lawful operations.

 

Failure to provide immediate notice shall constitute a material policy violation.

 

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21. CUSTOMER INFORMATION & PRIVACY POLICY

 

21.1 Information Collection

 

LuxRoy Rider LLC may collect information reasonably necessary for transportation services including:

• name,
• phone number,
• email address,
• pickup and drop-off information,
• payment information,
• reservation details, and
• communication records.

 

21.2 Permitted Use of Information

 

Customer information may be used for:

• reservation management,
• trip coordination,
• customer communication,
• payment processing,
• fraud prevention,
• dispute resolution,
• operational records, and
• legal compliance.

 

21.3 Data Protection

 

The Company shall implement commercially reasonable measures to protect customer information.

 

However, no electronic system can be guaranteed completely secure.

 

21.4 Data Breach Limitation

 

LuxRoy Rider LLC shall not be responsible for losses caused by:

• cyberattacks,
• hacking events,
• third-party processor failures,
• telecommunications failures, or
• circumstances outside reasonable control,

 

except where prohibited by applicable law or resulting from gross negligence or intentional misconduct.

 

21.5 Disclosure to Authorities

 

The Company may disclose information where reasonably necessary to:

• comply with law,
• cooperate with legal authorities,
• respond to investigations,
• protect public safety, or
• defend Company legal interests.

 

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22. NON-DISCRIMINATION POLICY

 

LuxRoy Rider LLC provides transportation services without unlawful discrimination in accordance with applicable federal and Massachusetts law.

 

Service decisions may be based solely on legitimate considerations including:

• safety concerns,
• operational limitations,
• payment issues,
• scheduling conflicts,
• intoxication affecting safety,
• policy violations, or
• legal compliance requirements.

 

The Company reserves the right to refuse or terminate service where lawful operational or safety concerns reasonably exist.

 

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23. ADA & ACCESSIBILITY POLICY

 

LuxRoy Rider LLC makes reasonable efforts to accommodate passengers with disabilities consistent with applicable law, vehicle availability, operational limitations, and advance notice requirements.

 

Customers requesting mobility accommodations, wheelchair assistance, service animals, or accessibility arrangements are encouraged to notify the Company in advance.

 

Nothing in these Terms shall waive rights protected under applicable disability laws.

 

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24. PROFESSIONAL CONDUCT & FALSE ALLEGATIONS

 

LuxRoy Rider LLC expects professional conduct from both chauffeurs and passengers at all times.

 

Customers are encouraged to promptly report legitimate concerns or service issues to allow timely investigation and preservation of relevant information.

 

Knowingly false, malicious, fraudulent, or misleading allegations made for financial gain, refund abuse, reputational harm, or payment dispute purposes may be disputed through lawful means.

 

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25. RECORD RETENTION & SERVICE DOCUMENTATION

 

The Company reserves the right to maintain:

• booking records,
• communication history,
• dispatch logs,
• invoices,
• GPS records,
• timestamps,
• payment records, and
• service documentation

 

for operational, legal, fraud prevention, and dispute resolution purposes.

 

Such records may be used in response to:

• chargebacks,
• complaints,
• investigations,
• lawsuits, or
• regulatory inquiries.

 

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26. REGULATORY COMPLIANCE DISCLAIMER

 

LuxRoy Rider LLC intends to operate in compliance with applicable transportation, insurance, licensing, and safety regulations.

 

Temporary interruptions, inspections, maintenance requirements, vehicle substitutions, or operational adjustments required for regulatory compliance shall not constitute breach of service.

 

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27. SEVERE WEATHER, SNOW & ROAD SAFETY POLICY

 

Passenger and driver safety remain the Company’s highest priority.

 

LuxRoy Rider LLC reserves the right to:

• delay,
• reroute,
• modify,
• reschedule,
• substitute vehicles, or
• cancel services

 

when road or weather conditions are reasonably deemed unsafe.

 

This includes but is not limited to:

• snowstorms,
• icy roads,
• flooding,
• hurricanes,
• severe rain,
• poor visibility,
• government travel restrictions,
• road closures, or
• hazardous driving conditions.

 

The Company shall not be liable for:

• weather-related delays,
• missed flights,
• missed appointments,
• missed events, or
• service interruptions caused by safety concerns.

 

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28. FORCE MAJEURE

 

LuxRoy Rider LLC shall not be liable for delays, interruptions, service failures, or cancellations caused by events beyond reasonable control including:

• natural disasters,
• severe weather,
• airline disruptions,
• road closures,
• civil unrest,
• labor strikes,
• governmental restrictions,
• public emergencies,
• vehicle breakdowns, or
• health emergencies.

 

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29. LIMITATION OF LIABILITY

 

To the fullest extent permitted by law, LuxRoy Rider LLC shall not be liable for:

• indirect damages,
• consequential damages,
• lost profits,
• missed flights,
• missed appointments,
• emotional distress,
• business interruption, or
• losses resulting from delays outside reasonable control.

 

No guarantee is made regarding:

• exact pickup time,
• exact arrival time,
• traffic conditions, or
• uninterrupted service availability.

 

Maximum Liability

 

In all circumstances, the Company’s total liability shall not exceed the amount paid for the applicable reservation.

 

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30. GOOD FAITH DISPUTE RESOLUTION (MASSACHUSETTS 93A)

 

LuxRoy Rider LLC values customer satisfaction and encourages Customers to notify the Company of any service concerns and allow a reasonable opportunity for investigation and good-faith resolution before initiating legal proceedings.

 

The Company shall be afforded a reasonable opportunity to review and address disputes.

 

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31. DISPUTE RESOLUTION & ARBITRATION

 

Any dispute arising from these Terms or Company services shall first be addressed through good-faith informal resolution efforts.

 

If resolution cannot reasonably be reached, disputes shall be submitted to binding arbitration in the Commonwealth of Massachusetts except where prohibited by applicable law.

 

If arbitration is found unenforceable, exclusive jurisdiction shall lie in the courts located within Massachusetts, including Essex County where applicable.

 

To the fullest extent permitted by law, Customers waive participation in class actions or consolidated claims.

 

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32. GOVERNING LAW

 

These Terms shall be governed and interpreted under the laws of the Commonwealth of Massachusetts without regard to conflict-of-law principles.

 

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33. MODIFICATION OF TERMS

 

LuxRoy Rider LLC reserves the right to modify, revise, or update these Terms of Service at any time.

 

Updated Terms may be published on:

 

www.luxroyride.com

 

Continued use of Company services after publication of revised Terms constitutes acceptance of such modifications.

 

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34. SEVERABILITY

 

If any provision of these Terms is determined invalid, unlawful, or unenforceable, the remaining provisions shall remain fully enforceable and in effect.

 

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35. ENTIRE AGREEMENT

 

These Terms of Service & Transportation Policies constitute the complete understanding between the Customer and LuxRoy Rider LLC concerning transportation services and supersede prior communications relating to the same subject matter.

36. FRAUD PREVENTION, IDENTITY & PAYMENT VERIFICATION

 

LuxRoy Rider LLC reserves the right to request identity verification, payment verification, or additional documentation prior to providing transportation services where reasonably necessary for fraud prevention, payment security, or operational integrity.

 

The Company may request, at its discretion:

• identification verification,
• payment confirmation,
• billing information verification, or
• additional reservation details.

 

Where fraud, suspicious activity, mismatched information, unauthorized payment concerns, or booking irregularities are reasonably suspected, the Company reserves the right to:

• delay,
• suspend, or
• cancel any reservation

 

without liability.

 

The Company shall not be responsible for service interruption resulting from inability to reasonably verify a booking or payment method.

 

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37. NO GUARANTEE OF VEHICLE OR SERVICE AVAILABILITY

 

Submission of a reservation request, booking inquiry, online form, email request, or payment shall not automatically guarantee vehicle availability or service confirmation.

 

All reservations remain subject to:

• vehicle availability,
• chauffeur availability,
• operational scheduling,
• payment approval, and
• Company confirmation.

 

A reservation shall only be considered confirmed upon express approval or confirmation by LuxRoy Rider LLC.

 

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38. ANIMAL & SERVICE ANIMAL POLICY

 

Transportation of pets or animals may require prior approval from LuxRoy Rider LLC.

 

Customers traveling with animals remain fully responsible for:

• cleanliness,
• damages,
• odors,
• safety concerns, and
• additional cleaning costs resulting from transportation.

 

Additional cleaning or damage fees may apply.

 

Nothing in this policy shall limit rights relating to legally protected service animals as required under applicable law.

 

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39. MARKETING CONTENT, VEHICLE IMAGES & NON-PERSONAL MEDIA

 

LuxRoy Rider LLC reserves the right to use non-personal, non-identifiable photographs, videos, or media of vehicles, transportation operations, airport pickups, event setups, or general service presentation for lawful marketing and promotional purposes.

 

The Company shall not intentionally disclose Customer private information or personally identifying details without consent except as permitted by law.

 

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40. LIMITATION OF PERSONAL LIABILITY OF COMPANY REPRESENTATIVE

 

All transportation services are provided exclusively through LuxRoy Rider LLC as an independent legal business entity.

 

Nothing contained in these Terms shall be interpreted to create personal liability against the Company owner, legal representative, officers, employees, dispatchers, or management, including Hamza Eloumami, except where liability is expressly imposed by applicable law.

 

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41. EXCLUSIVE REMEDY FOR REFUNDS

 

Where a refund is determined appropriate under these Terms or applicable law, such refund shall constitute the Customer’s sole and exclusive remedy.

 

To the fullest extent permitted by law, the Customer shall not be entitled to additional claims for:

• consequential damages,
• emotional distress,
• business losses,
• inconvenience, or
• indirect damages

 

arising from transportation delays, cancellations, or operational interruptions.

 

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42. CUSTOMER RESPONSIBILITY FOR INCORRECT INFORMATION

 

The Customer shall remain solely responsible for providing accurate booking information including:

• flight information,
• pickup time,
• addresses,
• phone numbers, and
• reservation details.

 

LuxRoy Rider LLC shall not be liable for delays, missed pickups, additional fees, no-show classifications, or service interruptions resulting from incorrect, incomplete, outdated, or misleading information supplied by the Customer.

 

Additional charges may apply where service modifications become necessary due to Customer error.