Terms of Service

Requests, Quotes and Confirmation

• A request sent through our website, chat assistant, phone or text is not a reservation. Your reservation is confirmed only when our reservations team confirms it in writing, by email or text.
• All requests are subject to availability.
• Our quoted rates are all-inclusive: they include applicable tolls, parking, airport fees and a standard 20% chauffeur gratuity. Additional gratuity is at your discretion.
• Additional services requested during the quote are included in the final all-inclusive rate.
• Information on our website and from our automated chat assistant is general. Your written confirmation from our reservations team is what applies to your trip.

Hourly Service

Hourly as-directed service has a four-hour minimum for sedans and SUVs, and a six-hour minimum for Sprinter vans, buses and other vehicles that require a CDL chauffeur. Additional time is billed in half-hour or full-hour increments, depending on the reservation; for example, 20 additional minutes is billed as 30 minutes.

Additional Stops and Fees

• Additional stops can be accommodated. Any additional charge depends on the location and length of each stop. Please include planned stops in your request so your quote is accurate.
• Child safety seats: $20 per seat, on advance request. Parents or guardians confirm each seat is properly secured before departure.
• Transportation between 12:00 a.m. and 6:00 a.m.: an additional $25.
• Thanksgiving, Christmas and New Year’s: an additional $40 holiday charge.
• Meet-and-greet inside the airport terminal, where airport and terminal rules permit: $35, plus $12 for parking.

Airport Pickups and Waiting Time

• At commercial airports we include 30 minutes of complimentary waiting time for domestic arrivals and 60 minutes for international arrivals, starting when the aircraft lands. Please give us your airline and flight number so we can follow the flight.
• At private aviation airports, the chauffeur arrives at the pickup time you request. There is no complimentary waiting period, and billable waiting time begins at the scheduled pickup time.
• Planeside or tarmac pickups are generally restricted at private aviation terminals in New York State. If you have authorization, provide the documentation in advance; all arrangements remain subject to airport and FBO approval.

Cancellations and Refunds

• Sedans and SUVs: cancel at least six hours before the scheduled pickup time for a full refund, including any deposits or payments made. Cancellations less than six hours before pickup are charged in full.
• Sprinter vans and buses: cancel at least 21 days before the scheduled pickup date for a full refund, including any deposits or payments made. Cancellations less than 21 days before pickup are charged in full.

Payment

Our reservations team arranges payment with you directly. We never ask for card details through our website chat or by text message, and you should not send them there.

In the Vehicle

• Smoking is not permitted in any vehicle.
• We do not supply alcohol, red carpets or vehicle decorations.
• Luggage capacity depends on the vehicle and the number of passengers. If you need more space, we can arrange a separate luggage vehicle.
• Our fleet does not currently include ADA-equipped wheelchair-accessible vehicles. Our chauffeurs gladly help passengers in and out of the vehicle; please tell us about any accessibility needs when you request your ride.

Travel Beyond Our Area

We arrange ground transportation nationwide and worldwide through our partner network. Please allow at least 24 hours’ notice for these arrangements.

Confidentiality

We respect our clients’ privacy and can accommodate nondisclosure and confidentiality agreements on request.

Text Message (SMS) Terms

By checking the text message box on one of our website forms, or by agreeing verbally when you book with us, you agree to receive text messages from East End Lux at the phone number you provide. Agreeing to texts is not a condition of booking.

• Program: East End Lux booking messages. We text you about your request and your trip only: replies to your quote request with a written price, booking confirmations (pickup time, vehicle and meeting point), and your chauffeur’s name and contact number before pickup, with updates about your trip. We do not send marketing messages.
• Example: “East End Lux: Your chauffeur for Fri, June 12 at 3:15 a.m. is James, (631) 555-0100. Reply STOP to opt out.”
• Message frequency varies, usually a few messages for each request or booking.
• Message and data rates may apply, depending on your mobile carrier’s plan.
• Opt out at any time by replying STOP to any message. You will receive one message confirming you have been unsubscribed, and no further texts.
• For help, reply HELP to any message, or call us at (631) 410-3008.
• Mobile carriers are not liable for delayed or undelivered messages.
• SMS opt-in or phone numbers for the purpose of SMS are not being shared with any third parties or affiliate companies for marketing purposes.
• Our Privacy Policy, at eastendlux.com/privacy, explains how we handle your information.

Governing Law

These terms are governed by the laws of the State of New York.

Changes to These Terms

We may update these terms. The date at the top of this page shows when they last changed. The terms in effect when your reservation is confirmed apply to that reservation.

Contact Us

East End Lux Inc. · (631) 410-3008 · info@eastendlux.com · eastendlux.com

See also our Privacy Policy.