Terms & Conditions
Upon accepting your itinerary, you agree to the following Terms & Conditions:
All vehicles are non-smoking. The client assumes full financial responsibility for any damages to the car or property caused by the client or party, whether by accident, neglect, or intent. We are not responsible for any personal belongings left behind in the vehicle. Upscale Car & Limo Service shall not be held liable for any damages arising from its company’s inability to perform due to inclement weather, mechanical or electrical difficulties, delays due to traffic conditions, or any unforeseen events beyond its reasonable control.
Airport Arrival:
We do our best to track your flight, but if you MISSED your flight or your flight was CANCELED, the passenger must call Upscale Car & Limo Service at 704.612.4144. Provide us with your new flight information to avoid FULL charges for “NO SHOW.”
Billing:
All itineraries are billable 50% as a down payment for buses and minivans, then the balance a week before your trip date. Itineraries are billable up to 24 hours for SUVs and sedans before your trip. Refunds are only approved 24 hours before your itinerary’s pickup time. Please allow 5 – 10 business days for your refund.
Cancellation:
Sedans and SUVs
Due to the chauffeur’s schedule adjustment and vehicle preparation, cancellation charges will NOT apply when the client/passenger cancels 24 hours before their reservation. When canceling a reservation, please make sure that you have received an email cancellation notice which will show the time and date you withdrew. This email will assure you that Upscale Car & Limo accepted your reservation cancellation per our cancellation policy as contracted.
Chauffeur’s Details and Text Notifications:
The chauffeur’s details will be available the day before your reservation. You will receive two text notifications within an hour before picking up. The first alert will be sent when the chauffeur is on the way, and the second will notify you when the chauffeur arrives at your location. For airport arrivals, passengers will receive a third text alert from the chauffeur to arrange where to meet after the flight has arrived at the gate.
Driver’s Overnight Hotel Accommodation:
Please be considerate and prioritize your driver’s safety. Kindly ensure your driver’s well-deserved rest upon returning from your long-distance trip for safety. Your driver’s overnight hotel courtesy charge is $100.00.
Extra Stop:
An additional luxury sedan or SUV stop is $10.00 per stop along the route. Wait time applies after 15 minutes. Off the course is an hourly rate of 2 hours, the minimum. Some situations along the way are exceptional due to an emergency, a brief stop, or a close stop.
Long-Distance Travel Time:
All long-distance trip rates are by the hour. In addition, there will be a travel time charge back to the City of Charlotte or from the City of Charlotte to the pickup location provided.
Luggage Fee:
Any amount of luggage over seven is considered excessive. The luggage fee is $30 for seven or more. Carry-on luggage does not apply to any charges.
Meet & Greet:
The chauffeur assigned will have a NAME SIGN displayed on their device at the bottom of the escalator, inside the terminal’s BAGGAGE CLAIM area. If you are still waiting to see your chauffeur at the pickup point established on your reservation, REMEMBER NOT TO LEAVE the location before calling our office. IT’S THE CUSTOMER’S RESPONSIBILITY TO CALL US. You must call 704.612.4144, provided on your confirmation. If you leave the pickup location without calling us, we will charge for the total price of the ride contracted. Upscale Car & Limo will try to contact a passenger via cell numbers and all other contacts provided before your chauffeur is released; then, the trip will become deemed a “NO SHOW” reservation.
Overnight Fee:
An overnight fee of $10.00 will apply to your trip between 12:00 AM and 4:59 AM.
Service Transfer Charge (STC):
Service Transfer Charge is 5% of the flat rate charged for your trip. STC fee is for the cleanliness of the vehicle’s interior and exterior and the amenities provided in the limousine.
Wait Time:
For addresses, businesses, events, or hotel pickups, we offer a 15-minute grace period. After that, we will charge a $1.50 per minute wait time. For domestic flight arrivals, there’s no charge for wait time at the airport while your flight is on the tarmac waiting for a gate, only after 30 minutes when your flight is gated. For international flight arrivals, wait time applies after 1 hour from when your flight gets to the gate at $1.50 per minute. Exceptions will apply—for example, lost bags, special services, or medical emergencies.
1. All the above Terms & Conditions were created by our Customer Support team and revised and approved by our company’s administration.
2. All service rates are on file with the City of Charlotte, CMPD – Passenger Vehicle for Hire.
Linda Vastag
Director of Operations
Customer Support
704.612.4144
Revised: 8/2024