Additional Policies

Cancellation, Refund, & Breakdown Policies:

At SNOW.LIMO, we strive to provide our riders with a seamless and reliable experience. We understand that plans may change, and sometimes cancellations are unavoidable. To ensure fairness for both our riders and our drivers, we have established the following cancellation policy:

Cancellation Window:

Riders may cancel their ride request free of charge.

Exceptional Circumstances:

SNOW.LIMO understands that unforeseen circumstances may arise, such as emergencies or unexpected delays. We have no problem with the occasional cancellation, but riders who habitually cancel rides will be banned from the platform. SNOW.LIMO values the time and effort of our drivers and seeks to maintain a fair and respectful environment for all users.

Driver Cancellations:

In the event that a driver cancels a ride request after accepting it, SNOW.LIMO will strive to promptly assign a new driver to the rider. Riders will not be charged any cancellation fees in the event of a driver cancellation. By using SNOW.LIMO services, riders agree to adhere to the terms outlined in this cancellation policy. SNOW.LIMO reserves the right to update or modify this policy at any time, with changes communicated to users through the SNOW.LIMO app or website. If you have any questions or concerns regarding our cancellation policy, please don't hesitate to contact our customer support team for assistance.

Refund Policy:

At SNOW.LIMO, we are committed to providing exceptional service to our riders. We understand that there may be occasions where refunds are warranted, and we aim to facilitate such requests in a fair and efficient manner. Below is our refund policy outlining the circumstances under which refunds may be issued:

Service Disruptions:

In the event of a service disruption or failure to provide the booked ride due to reasons within SNOW.LIMO’s control (e.g., technical issues, driver no-show), riders will not be charged. Riders must report service disruptions promptly to our customer support team via email to initiate the refund process.

Quality of Service:

If a rider experiences a significant quality issue during their ride (e.g., vehicle cleanliness, accident, etc.), they may request a refund by contacting our customer support team at support@snow.limo . Refund requests based on quality of service will be evaluated on a case-by-case basis, and SNOW.LIMO reserves the right to determine eligibility for a refund. Please provide picture or video evidence for our review team if possible.

Erroneous Charges:

In the event of erroneous charges, such as duplicate payments or overcharges, riders should promptly report the issue to our customer support team. SNOW.LIMO will investigate and rectify any billing errors, providing refunds for any overcharged amounts.

Refund Processing Time:

Refunds will typically be processed within 2-3 business days. The timing of the refund posting to the rider's account may vary depending on the policies of the financial institution.

Refund Method:

Refunds will be issued to the original payment method used for the transaction.

Refund Denials:

SNOW.LIMO reserves the right to deny refund requests that do not meet the criteria outlined in this policy or are deemed fraudulent or abusive.

SNOW.LIMO may update or modify this refund policy from time to time, with changes communicated to users through the app or website.

Breakdown Policy:

At SNOW.LIMO, the safety and well-being of our riders and drivers are of utmost importance. We understand that breakdowns can occur unexpectedly, and we have established the following policy to ensure the safety and comfort of everyone involved in such situations. In the event that a driver experiences a breakdown while transporting riders, their primary concern should be the safety of the passengers. The driver must promptly pull over to a safe location, ensuring that the vehicle is out of the flow of traffic and hazard lights are activated. The driver must inform the riders about the breakdown situation and reassure them of their safety. Drivers should remain calm and provide clear communication to passengers, informing them of any estimated delays and steps being taken to resolve the issue.

Assessment of Breakdown Severity:

If the breakdown is minor and can be quickly resolved by the driver (e.g., changing a flat tire, restarting the engine), they should attempt to rectify the issue promptly. In cases where the breakdown is more severe and requires professional assistance, the driver should end the ride at that time. Once the ride is ended you can request a new ride and the next closest vehicle will come and pick you up. Once the situation has been resolved and the passengers have safely reached their destination, SNOW.LIMO will conduct a thorough review of the incident to identify any areas for improvement and ensure that similar situations are handled more effectively in the future.

Compensation and Customer Satisfaction:

SNOW.LIMO may offer future ride coupons to riders as a gesture of goodwill for any inconvenience caused by the breakdown, subject to review and approval.

SNOW.LIMO is committed to providing prompt and effective support to both drivers and riders in the event of a breakdown, prioritizing safety and customer satisfaction above all else. If you have any questions or concerns regarding our breakdown policy, please don't hesitate to contact our customer support team for assistance.

Drivers:

All drivers are employed by independent companies and meet the standards of that company and their state operating authorities. We are not liable for any company or driver negligence. Those extreme complaints should be sent to the owner of the responsible company. We will assist in providing contact and/or trip details to you and any law enforcement involved. 

Insurance:

We do not provide any insurance for your ride. The company accepting your ride request will be a state licensed and commercially insured livery company. They will have the state mandated insurance for their operating authority that will protect you incase of an accident. SNOW.LIMO is a booking technology company ONLY, connecting riders with licensed limo & livery companies.

Chargebacks/Disputes:

If we receive a chargeback from a rider, the driver & company’s payout will be held until the dispute is concluded. If the driver did not provide the services as described and the rider has a legitimate reason for contesting the charges then you will not be paid for the trip, if the credit card company sides with the rider. If the chargeback is fraudulent or revengeful, we will fight it with the card issuer as best we can. We may need a statement from the driver certifying that they provided the service requested. If we win the dispute, you will immediately be issued your payout. This is a rare occurrence and is usually settled with in 7-14 days.

Sick Policy - Puking in the car:

If you are extremely inebriated and the driver thinks you may throw up, they can cancel the ride. If you puke in any vehicle, you are subject to a $500 detailing fee. By using the app you acknowledge this fee and promise not to throw up in any vehicle and to take every precaution to prevent it from happening.