1. Introduction
Welcome to Ibex Town Car Service Inc. By accessing our website and using our Orlando luxury car service, you agree to comply with and be bound by the following terms and conditions. Should you have any questions or need further clarification on any of our terms, please contact Ibex Town Car Service Inc. at 321-334-5149or at Info@ibexlimousine.com
2. Services Provided
Ibex Town Car Service Inc. offers pre-arranged luxury transportation services tailored to meet a variety of needs. Our offerings include, but are not limited to:
– Airport transfers
– Corporate Transportation
– Disney World Transportation
– Port Canaveral Transportation
– Point-to-point services
You can easily book any of these services through our website at ibextowncar.com, by email at info@ibexlimosuine.com, or by phone at 321-334-5149. Detailed booking instructions and the information needed can be found on our website or provided by our customer service team.
3. Confirmation and Payment
To secure your reservation with Ibex Town Car Service Inc., you must have a credit card on file. Your card will be charged with the full amount of the trip invoice on the day of the trip.
Please review your trip details carefully upon receipt of your confirmation. If any corrections are needed, please contact us immediately at 321-334-5149 or at info@ibexlmiousine.com to ensure your travel arrangements are accurate.
- After you submit your reservation request, we will contact you by email or phone within 24 business hours to confirm the reservation
- Your reservation is not considered fully confirmed until you receive a confirmation email from us or are contacted by a member of our reservation team.
- If you do not receive any communication from us within 24 hours of making your reservation, please contact us immediately at 321-334-5149 or via email at info@ibexlimousine.com to ensure your booking is processed correctly.
4. Cancellations & Refunds:
Full Refund:
- Cancellations made at least 48 hours before the first scheduled pickup are eligible for a full refund.
Partial Refund:
– Cancellations made less than 48 hours but at least 6 hours before the scheduled pickup time will incur a charge of 30% of the total reservation invoice. This charge will be applied to the credit card on file.
No Refund:
- No refunds will be issued for cancellations made less than 6 hours before the scheduled pickup time. No refunds will be issued for no-call, no-show situations, or after the first pickup service has been provided.
No-Shows:
- Failure to arrive at the pickup location (e.g., airport, hotel, cruise ship, etc.) without prior notification will result in a charge of the full reservation amount to the credit card on file.
Cancellation Confirmation:
- To ensure your reservation is properly canceled and credited, please verify that you receive a cancellation notice for each canceled transfer. Contact us if you do not receive this notice promptly.
Variable Pricing:
- Prices may increase without notice unless services are reserved. We recommend booking in advance to secure the best rates.
Credit Card Processing Fees:
- All cancellations or downgrades that result in a refund of $400 or more will incur a 4% credit card processing fee. This fee will be deducted from the refunded amount, even with proper notice.
For any changes to your travel plans or if you need clarification on our policies, please contact us to avoid unnecessary charges and ensure accurate processing.
Service, Gratuity & Fees
Quoted Fare Includes:
– All tolls, taxes, and airport/port fees.
– Meet and greet service at the airport.
– One complimentary child car seat.
– One free 15-minute grocery stop upon arrival (must be requested in advance).
Gratuity:
– The quoted fare includes gratuity. However, customers are welcome to provide additional gratuity to drivers at their discretion.
Schedule Changes:
General Policy:
- If you need to change your pickup time, we will do our best to accommodate your request based on availability. Please note that changes are not guaranteed.
Non-Flight Related Changes:
- Schedule changes not related to flight timings are free of charge but require at least 2 hours’ notice prior to the scheduled pickup time.
Changes Within 2 Hours:
– A schedule change fee of $25 will be applied.
– An additional charge of $65 per hour will be levied for any driver waiting (idle) time caused by the change.
– Any additional costs incurred (port, airport, parking, tolls, etc.) due to the change will also be charged.
Please ensure that any necessary changes to your schedule are communicated as early as possible to minimize potential fees.
Early Pickup/Arrival Fees:
In-Town (Greater Orlando Area):
- An additional fee of $10 will be charged for any pickup scheduled between 11:00 PM and 6:00 AM.
- Out-of-Town (Outside the Greater Orlando Area): An additional fee of $25 will be charged for any early pickup during the same hours.
Additional Child Seats:
- One child seat is included free of charge upon advance request.
- Additional child seats are available for an extra fee of $10 per seat, each way, upon advance request.
Grocery Stop:
- The quoted fare includes one 15-minute grocery stop upon arrival.
- This stop must be requested at least 48 hours prior to your arrival or at the time of booking.
- If additional time beyond the included 15 minutes is needed, it will be charged at $65 per hour, billed in 30-minute increments.
- The grocery stop must be on the way to the destination.
Additional (Non-Prearranged) Stops or Waiting Time:
- If you require additional stops, waiting time, or route changes during your scheduled trip, our drivers will do their best to accommodate these requests. However, please be aware that additional fares and fees will apply.
Fee Calculation:
- Fees for additional stops, driver waiting time, or route changes will be assessed based on our current rates for such services.
- The charges will be calculated at the hourly rate of $65 per hour, billed in 30-minute increments
- Agreement to Fees: By requesting these non-prearranged services, you agree to incur the additional fees as outlined above.
Billing: These additional fees will be added to your current invoice and charged to the credit card on file.
Excessive Cleaning or Damage Fees:
Vehicle Condition: Our vehicles are maintained in pristine condition to ensure your comfort. Regular cleaning is performed to prepare the vehicle for each client.
Fees for Excessive Cleaning or Damage:
- While normal wear from use is expected, any costs for cleaning or repairs due to excessive damage or mess caused by you or any companions during your ride will be your responsibility.
- Such charges will be added to your invoice and billed to the credit card on file.
Examples of Excessive Damage or Mess:
- Bodily fluids (e.g., vomiting, urinating, or defecating) inside the vehicle.
- Physical damage to the seats, doors, or any other part of the vehicle’s interior or exterior.
- Stains or spots caused by food, coloring materials, paint, or other substances.
Billing: Fees associated with cleaning or repairs from such damages will be clearly itemized on your invoice to ensure transparency.
Airport Arrivals
- Flight Information: Please ensure your flight information is up-to-date to avoid delays in airport pickups. As per airport authority rules, we must have your current flight number on file to monitor your arrival and gain entry to the airport.
- Cell Phone: Turn on your cell phone as soon as you land to facilitate communication.
- Waiting Charges:
- If the driver and vehicle remain at the airport for more than 1 hour after your flight has landed, a waiting charge of $65 per hour, billed in 30-minute increments will be applied.
- The same fees apply if a second flight, not pre-arranged and listed in the confirmation, needs to be accommodated.
- Driver Location: The driver will be waiting inside the baggage claim area at the bottom of the escalators with a sign displaying the passenger’s name. If you cannot locate the driver, please call 321-334-5149 immediately.
- Multiple Flights: If more than one flight is provided at the time of reservation, the driver will prioritize the latest arriving flight and meet at the corresponding baggage claim area at the updated arrival time.
- Late Night Arrivals:
- For severely delayed flights, please call the driver as soon as you land to allow 20-30 minutes for pickup.
Port Canaveral Arrival
- Active Loading Zones: Please note that all terminals at Port Canaveral are active loading zones only. Waiting at the terminals is not permitted.
- Communication:
- Turn on your cell phone as soon as your ship is within range to ensure you can communicate with your driver.
- You will receive the driver’s name and contact number via text and email on the morning of service. If you do not receive a text, please call us at 321-334-5149 from outside the cruise terminal once you are ready to leave with your bags in hand.
- Meeting the Driver:
- Passengers must call the driver from outside the cruise terminal once they have collected their luggage and are ready to depart.
- Please keep your phone turned on and set to audible during the pickup process to assist in locating your driver.
- Pickup Protocol:
- Drivers are only permitted to pick up passengers at designated loading zones as stipulated by the Port Canaveral Authority.
- Any requests that violate these regulations will be refused to comply with the authority’s rules.
Hotel & Fixed Locations
- Meeting the Driver: The driver will be waiting outside the main entrance of the hotel or fixed location. Please be ready to depart at least 5-10 minutes before your scheduled pickup time to facilitate timely loading.
- Punctuality: We must depart by the scheduled pickup time at the latest due to commitments to other guests. Please ensure promptness to avoid any delays.
- Grace Period and Wait Charges: A 15-minute grace period is provided. If departure is delayed beyond this period, a waiting charge of $65 per hour, billed in 30-minute increments, will be applied.
Vehicle Substitutions
- Vehicle Capacity: Vehicles reserved may be substituted with a vehicle of larger capacity at no additional charge, and without prior notice, to accommodate your needs.
- Vehicle Color: Please note that the color of the vehicle is not guaranteed and may vary based on availability
Maximum Luggage Capacity
- Luggage Limits: Please adhere to the maximum number of full-size bags allowed for your reserved vehicle, as specified in your reservation. Additional small carry-ons are permissible.
- Vehicle Upgrade: If you anticipate needing more luggage capacity than originally planned, notify us immediately to upgrade to a larger vehicle. This is crucial to avoid delays, additional charges, and the possibility of not having a larger vehicle available on the day of service.
- Vehicle Consistency: If you were transported in a larger vehicle on the first day of service, do not assume the same size vehicle for return service. Please contact us to confirm or upgrade the vehicle size if needed.
Lost & Found
- Responsibility: We are not responsible for items left in the vehicle. However, if found, items can be delivered back to you as per our schedule for a fee or shipped at your expense.
For any questions or concerns, please contact our customer service center at 321-334-5149 or by email at info@ibexlimounsine.com
