Frequently Asked Questions

Child Safety Seats

We provide rear-facing, front-facing, and booster seats for an additional fee of $20 each. Children under two years old must ride in a rear-facing car seat unless they meet certain weight and height criteria. Children under eight years old must be secured in a car seat or booster seat in the back seat.

Waiting Time

Our drivers will arrive at the scheduled pick-up time. Customers are given a 10-minute grace period after their scheduled pick-up time, with a $1.50 charge for each additional minute of waiting beyond 15 minutes. Reservations may be marked as no-shows if customers are not ready after the 10-minute grace period, and such reservations are ineligible for refunds.

Recommended Pick-Up Times

Hello Shuttle endeavors to ensure timely airport arrivals for customers by relying on the preset pick-up times recommended by the company's reservation system. However, if a customer selects a pick-up time outside the recommended window during the reservation process, they assume associated risks. Therefore, if such customers encounter any delays, they will not be entitled to fare refunds or reimbursement for resulting expenses.For airport pickups, a suggested pick-up time is 30 minutes or 1 hour after domestic flight arrival or 1 to 2 hours after international flight arrival.

Customer Error

Hello Shuttle shall not be held liable for unused reservations or expenses incurred due to customer errors, including providing incorrect information such as pick-up or arrival dates, airline or flight numbers, contact numbers, excessive luggage, or exceeding the vehicle's capacity.

Liability

While on charter, the company holds no liability in the event of a mechanical breakdown but commits to making up any lost time at a later agreed-upon date. The client bears full financial responsibility for any damage inflicted on the vehicle during the rental period by themselves or their party members. Incidents such as carpet or seat burns incur a fee of $100.00 each, and a sanitation fee of $250.00 may be applied if necessary. Alcohol consumption and drug use are strictly prohibited by law, with any resulting fines to be borne by the customer. In cases of blatant indiscretion on the part of the client(s), the driver reserves the right to terminate the run without offering a refund. Standing through the sunroof is illegal, and smoking is strictly forbidden in our vehicles. Overtime pay applies after the initial 10 minutes beyond the prearranged time described on the run sheet. The company does not accept responsibility for delays or terminations due to hazardous winter road conditions (e.g., unsalted roads, accidents, etc.). Furthermore, the company is not liable for articles left in the vehicle, and vehicles cannot be overloaded beyond their seating capacity.

Toll Roads & Parking Fees

Please note that our standard service does not include coverage for toll roads and parking fees.

In the event that our drivers deem it necessary to utilize toll roads for the convenience and efficiency of your journey, or if parking fees are incurred during the transportation process, Hello Shuttle will transparently charge these expenses to the same card used for the reservation.

We believe in upfront communication regarding any additional charges to ensure a seamless and hassle-free experience for our passengers.

Change of vehicle/service type

In the event that the vehicle you've requested is unexpectedly unavailable, we strive to ensure your transportation needs are met without any inconvenience. We'll provide a suitable replacement vehicle that accommodates your party size and luggage requirements. If the replacement vehicle costs less, we'll refund you the price difference. However, if it costs more, we will not charge the difference. Your satisfaction and comfort are our top priorities.

Site Terms of Use

Thank you for visiting the Hello Shuttle website located at www.helloshuttle.com (the Site). By accessing and using the Site, you agree to be bound by the following Terms of Use. Please review this Policy before proceeding. If you do not agree with these Terms of Use, do not access or use the Site. Hello Shuttle reserves the right to modify this Terms of Use Policy and to update any products or programs described on the Site without prior notice. Any changes are effective immediately and binding on you, so it is advisable to periodically review this page for the current Terms of Use Policy.

From time to time, Hello Shuttle may enter agreements with third parties to offer special services and information to our customers. Your participation in such programs is subject to the terms of use policies of those programs, and you will not be in violation of our Terms of Use Policy by complying with their terms.

By using this site, you affirm that you are 18 years of age or older and have the legal capacity to agree to these terms. You also agree to indemnify, defend, and hold harmless Hello Shuttle and its affiliates from any claims, demands, suits, or actions arising from your use of the Site.

While we strive to provide accurate information, this website may contain inaccuracies or typographical errors. Hello Shuttle reserves the right to change or improve the content of the Site at any time without notice. We make no warranties regarding the completeness or accuracy of the content, and your use of the Site is at your own risk. The content is provided "as is" without warranty of any kind, including implied warranties of privacy expectation, fitness for a particular purpose, merchantability, non-infringement, or title. In no event shall Hello Shuttle or its affiliates be liable for any damages, whether consequential, direct, incidental, indirect, or otherwise, arising from or connected with the use of the Site or its content.

When providing us with travel information, you agree that the information will be accurate. We will handle this information in accordance with our privacy policy, which can be reviewed by clicking on “Privacy Policy” at the bottom of any page. While we take precautions to safeguard your information, we cannot guarantee protection against unauthorized access. Hello Shuttle and its affiliates shall not be liable for damages arising from a third party’s unauthorized access to your information.

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