Cancellation, Refund & Change Policy
Standard / Non-Peak Times:
All cancellations for booked reservations in a On-Demand, SUV or Coach must be received Fourty-eight (48) hours prior to contracted or scheduled start time to avoid forfeiture of deposit or charged 100% of the pre-paid total.
Holiday Season / Peak Times:
All cancellations for booked reservations in a On-Demand, SUV or Coach must be received Seven (7) days prior to contracted or scheduled start time to avoid forfeiture of deposit or charged 100% of the pre-paid total.
Peak 2016 Dates: Jan. 1 – Jan. 3 | Jul. 3 – Jul. 5 | Sep. 6 – Sep. 18 | Oct. 1 – Oct. 11 | Apr. 28 – May. 1 | Dec. 22 – Dec. 31
Peak 2017 Dates: Jan. 1 – Jan. 3 | Jul. 3 – Jul. 5 | Sep. 6 – Sep. 18 | Oct. 6 – Oct. 18 | Apr. 26 – Apr. 30 | Dec. 22 – Dec. 31
Multi-passenger & Shared Ride Shuttle Service:
Any Fares identified as “Non-Refundable” are not refundable transactions. Refund Policy does not apply to this type of fares or transactions. All Multi-Passenger Shuttle fares are non-refundable fares. This includes but is not limited to discounted group/conference rates.
Charters & On-Demand (Private Car):
All cancellations for Sedans, SUVs and Coaches booked for three (3) hours or greater require a 50% deposit at time of booking that becomes non-refundable Fourteen (14) days prior to confirmed or scheduled start time. The remaining balance is due Ten (10) days prior to contracted or scheduled start time. Any cancellations requests must be sent in writing and faxed to 505-273-4803. If customer cancels within Ten (10) days of confirmed or scheduled start time a cancellation fee of 100% of the trip total.
There will be “No Refunds” issued for any confirmed booking where the start/pick-up time has already passed. Drivers will make every reasonable attempt to contact passenger if the passenger is not immediately present for pick-up. CLS Drivers are not responsible for incorrect pick-up location(s), it is the passengers responsibility to confirm correct address or pick-up location details at the time of making reservation or booking.
All refunds will be processed with in 72 hours of notice of cancellation. Any portion of deposit or booking that is due back to the client it will be processed back to the original form of payment only. It may take 7-14 days for your credit card company to post the refund to your credit card account. Please note that we do not have any control as to when the credit posts or authorizations are released. Additionally, we are not responsible for any NSF or Over-limit fees due to authorizations/charges/credits pending to post to your credit card or bank account..
Room Charges (Hotel Folios):
Any transportation was charged to a guest room folio, has a strict “No Refund” policy. The hotel guest will not be entitled to any refund amount.
Booking Change Fee:
A Reservation Change Fee Thirty-five dollars ($35.00) or Twenty percent (20%) of base fare which ever is less will be assessed to any reservation that is modified within Twenty-four (24) hours prior to start time.