Booking & Service Policy

Booking & Service Policy

This Booking & Service Policy explains how My Private Driver receives, reviews, confirms, modifies, cancels, and operates private driver reservations. It is intended for customers and should be read together with the Terms of Service and Privacy Policy.

Customer age requirement

The person making a reservation must be at least 18 years old and legally capable of entering into the booking agreement. This requirement applies to the person who submits and manages the reservation. It does not mean every passenger must be 18 or older.

By submitting a booking, the customer confirms the age requirement, agrees to this Booking & Service Policy and the Terms of Service, and acknowledges the Privacy Policy.

Payment authorization and booking confirmation

My Private Driver uses an authorize-first payment flow.

When a customer submits a booking request:

• the customer builds the trip and provides the required reservation information;
• the customer enters payment details during checkout;
• the estimated booking amount is authorized by the payment processor;
• the payment is not captured immediately;
• the reservation remains Pending while My Private Driver reviews the request.

If My Private Driver approves the reservation, the previously authorized amount is captured and the booking becomes Confirmed. The customer does not need to re-enter payment details after approval.

If My Private Driver rejects the reservation before capture, the authorization is released or cancelled. A released authorization is not a refund, because the payment was not captured.

Processing and posting times for released authorizations, captured payments, or refunds may vary depending on Stripe, the card network, and the customer's financial institution.

Route, duration, pricing, and availability validation

Before a booking or modification is accepted, My Private Driver may validate the route, estimated driving time, total reserved duration, stops, waiting time, availability, applicable pricing, promotions, and related reservation details.

Prices are based on the service actually requested and the commercial pricing configuration applicable to the reservation. A quote may include distance, driving time, reserved time, planned waiting, stops, minimum charges, approved fees, tolls, parking, or other applicable charges when configured.

Fixed waiting time

A customer may select a planned waiting period at certain stops when building or modifying a trip. Examples may include 15 minutes, 30 minutes, 45 minutes, 1 hour, or a custom duration when available.

Fixed waiting time is part of the reserved itinerary and is billed proportionally by the minute according to the fixed-waiting rate applicable to the booking.

If the actual fixed waiting time exceeds the planned fixed waiting time plus the applicable grace period, additional waiting overage may be charged proportionally by the minute.

Applicable waiting rates, grace periods, overage rates, and standard fixed-wait limits are determined by the active pricing configuration or the pricing snapshot associated with the booking.

Indefinite waiting time

Where operationally available, a customer may request indefinite waiting or "Until ready" waiting service. This means the driver remains available while the customer is not yet ready to continue, but the final waiting duration is not known in advance.

Indefinite or "Until ready" waiting is billed proportionally based on the actual waiting time used and the indefinite-waiting rate applicable to the booking.

No arbitrary waiting duration is added to the initial quote solely because indefinite waiting is selected.

Indefinite waiting may be limited or unavailable due to operational availability, legal parking or stopping rules, safety conditions, service hours, or other reasonable constraints.

Availability and booking buffer

Reservations and authorized pending bookings can block availability for the full scheduled service period. My Private Driver also requires operational preparation time between services.

A new booking or modification cannot be accepted if the requested service period overlaps another active booking or enters the required one-hour buffer before or after another booking. The standard booking buffer is:

• 60 minutes before another booking; and
• 60 minutes after another booking.

If the requested time is unavailable, the request may be rejected and the original booking remains unchanged.

Booking modifications

Customers may request modifications up to 30 minutes before the scheduled service start time. A modification is not guaranteed. It depends on route validation, duration, pricing, operational availability, and the required buffer around other reservations.

Modifications may include date, time, reserved duration, pickup location, destination, stops, itinerary, waiting time, return-to-pickup options, or related trip details.

Before accepting a modification, My Private Driver may recalculate the route, driving time, reserved duration, availability, and applicable pricing. If the updated request cannot be accommodated, the original booking remains unchanged.

Modification price increases

If a confirmed or paid reservation is modified and the updated itinerary costs more, the customer pays only the difference between the previous total and the updated total.

Example:

• Original total: $100
• Updated total: $125
• Additional amount due: $25

The original payment is not charged again for the full updated total. A modification that increases the price may remain pending until the required additional amount is paid and confirmed.

Modification price decreases

If a modified trip costs less than the previous total, the difference is recorded for manual credit or refund review. A lower recalculated amount does not mean a refund has already been completed.

The customer may be able to view the applicable status from the reservation. Any credit or refund processing remains subject to review, payment processor timing, card network rules, and the customer's financial institution.

Cancellation policy

Cancellation eligibility depends on when the booking was created and how much time remains before the scheduled start.

Full refund

A customer cancellation is eligible for a full refund when both conditions are true:

• the cancellation is within 60 minutes after booking creation; and
• the cancellation is more than 30 minutes before the scheduled start.

50% refund

A customer cancellation is eligible for a 50% refund when both conditions are true:

• the initial 60-minute booking grace period has passed; and
• the cancellation is more than 30 minutes before the scheduled start.

No refund

A customer cancellation is non-refundable when either condition is true:

• the cancellation is 30 minutes or less before the scheduled start; or
• the service period has already begun.

The 30-minute cutoff overrides the 60-minute booking grace period. For example, if a booking is created 20 minutes before the trip and the customer cancels 10 minutes later, only 10 minutes remain before the scheduled start and the cancellation is non-refundable.

Cancellation preview

Before a customer confirms a cancellation, My Private Driver may display an estimated cancellation outcome. The preview may show the applicable refund eligibility, estimated refund amount, and amount retained.

A cancellation preview is informational and based on the reservation state at the time it is shown. Final processing and posting times may vary depending on Stripe, the card network, and the customer's financial institution.

Authorization release versus refund

If a payment was authorized but not captured, cancellation or rejection releases the authorization. This is not a refund.

If a payment was already captured, the refund rules and applicable processing timelines apply.

Customer absent or no-show

If the customer is not available at the pickup location at the scheduled time, My Private Driver may remain available for the full reserved service period when legally and safely possible.

If the driver cannot legally or safely remain at the exact pickup location, the driver may wait or relocate to a safe and lawful nearby area. Reserved service time continues during this period.

Customer absence or no-show does not automatically create refund eligibility.

Traffic, weather, and external delays

Traffic, weather, road closures, construction, law-enforcement activity, or other external conditions that arise after pricing do not create extra time charges solely because those conditions increase travel time.

This does not prevent separate charges for customer-added stops, customer-requested waiting time, itinerary modifications, tolls, parking, cleaning, damage, or other applicable charges when allowed by the reservation and this policy.

Vehicle condition, cleaning, and incident charges

Passengers must maintain reasonable conduct and avoid causing extraordinary dirt, contamination, odor, or damage to the vehicle.

Current cleaning categories and applicable charges are published on the Cleaning Fees page. Examples may include light cleanup, food or wet food, liquid spills, heavy cleaning, and bodily fluids or biohazard conditions. Actual amounts are those shown in the current Cleaning Fees schedule associated with the booking.

Incident reporting window and evidence

My Private Driver has up to 60 minutes after completion of the reservation to document and submit an eligible cleaning, damage, or incident charge through the standard incident-charge workflow.

Evidence may include photos, written comments, category, applicable amount, and timestamp. Charges submitted outside the applicable reporting window are not processed through the standard incident-charge workflow unless a future legally valid exception is expressly established.

When an incident charge is submitted, the customer receives a notification and may view the incident category, amount, comments, available evidence, status, and support contact information. My Private Driver does not need to expose private internal records, raw storage links, payment processor IDs, or unrelated operational information to communicate the incident.

Off-session incidental charge authorization

By accepting this policy, the customer authorizes My Private Driver to attempt to charge the saved payment method for eligible, documented incidental charges covered by the accepted policy, such as approved cleaning, damage, or incident charges.

A post-service charge is not guaranteed. The payment processor or card issuer may decline the transaction or require additional authentication.

Additional verification for post-service charges

Some post-service charges may require additional verification by the customer's card issuer or payment processor. If this occurs, My Private Driver may send a secure verification link so the customer can complete the verification required by the processor.

Payment is not considered completed until the processor confirms it. This verification step is used only when required for the applicable post-service charge and should not be understood as the standard booking payment flow.

Video recording disclosure

For safety, incident documentation, and dispute resolution, the vehicle may record:

• front exterior video;
• rear exterior video; and
• interior passenger-area video.

Video may be reviewed when relevant to safety, incident investigation, cleaning or damage documentation, or dispute resolution. My Private Driver handles recordings according to the Privacy Policy and applicable law.

Live location and trip tracking

During eligible trips, driver location may be shared with the customer to support pickup coordination, ETA, and trip progress. The customer may optionally share location when allowed and when device permissions are granted.

Live tracking depends on device permissions, browser behavior, connectivity, GPS availability, and operational availability. Tracking may be unavailable, delayed, or interrupted by technical or network limitations.

Policy versioning

The version of the Booking & Service Policy, Terms of Service, and Privacy Policy accepted at the time of reservation may be recorded with the booking.

Future policy updates do not retroactively replace the version accepted for an existing reservation unless required by applicable law.

Support

For questions, disputes, or support, contact My Private Driver using the official support email shown on the website.