- Changes and Cancellations
- Service Details
- Additional Services
How can I make a booking?
Please enter all required information such as the pick-up address, pick-up time, and number of passengers. Next, select the car size and type and complete payment. Once the local service provider confirms your booking, you will receive a confirmation message.
When is the latest I can make a booking?
Due to time differences in other countries, bookings must be made at least 24 hours in advance. For specific information, please refer to the website.
Note: All times are displayed in local time.
How do I select my car?
After entering the pick-up time, address, and number of passengers, cars that accommodate your needs will be listed for you to choose from.
Note: There are different policies for children's seats in different areas; please view the relevant policies on the booking page. A child seat accounts for 1.5 seats.
What if my flight is delayed or canceled?
If your flight is delayed for less than 2 hours, your driver will wait for you for up to 60 minutes after your flight's actual arrival time. If your flight is delayed for more than 2 hours, we will arrange a new driver for you. If we cannot arrange a driver for your new arrival time, you will receive a full refund. If your flight is canceled, your booking can be canceled for free.
What if I reschedule my flight?
If you reschedule your flight and would still like to be picked up, you will need to cancel your booking and make a new one. If the free cancellation period has passed, the entire booking fee will be charged.
Can I choose my drop-off time?
Drop-off times cannot be guaranteed. We advise arriving at the airport 3-4 hours before your flight departs. If you would like to be dropped off at a certain time, we encourage you to estimate the required travel time before booking.
Can I choose a specific car make or model?
You can choose the size and type of your car such as compact 5 seats, standard 5 seats, or standard 7 seats. Choosing specific car makes and models is currently unsupported.
Can I modify my travel route?
Stops, detours, and other changes to your journey are not allowed during the service.
Changes and Cancellations
How can I cancel my booking?
You may cancel your booking on the Booking Details page. Please be aware that once you have canceled your booking, it cannot be restored. Bookings for which the free cancellation period has passed cannot be canceled.
How can I change my booking?
You can change your contact information including name, email, and phone number on the Booking Details page. Your pick-up time, pick-up address, and drop-off address cannot be changed once the booking has been made. Instead, you can cancel your booking and make a new one. Please be aware that you will be responsible for any cancellation charges.
What is the latest cancellation time?
The latest cancellation time is displayed on the product page. We advise booking 1-2 days in advance. You may cancel your booking for free any time before it has been confirmed and up to 24 hours before your scheduled pick-up time. If it is within 24 hours of your scheduled pick-up time, the booking cannot be canceled.
Is there a penalty for cancellation?
You may cancel your booking for free any time before it has been confirmed and up to 24 hours before your scheduled pick-up time. The refund will be returned to your account of payment in 1-30 working days. Confirmed bookings cannot be canceled within 24 hours of scheduled pick-up time.
what does the booking fee include?
The booking fee includes the full cost of service from the pick-up location to the drop-off location, including free waiting time, (60 minutes for airport pick-up service, 15 minutes for all other services) and gratuity.
If the driver's waiting time exceeds the amount of free time included in the booking, you will be charged an overtime fee. Overtime fees will be charged based on the rates listed on the Terms and Conditions page.
Are there additional fees for night-time service?
There are no additional fees for night-time service when your flight arrives on time.
For airport pick-up service, if a delay causes your flight to arrive between 22:30 and 6:30 local time, you will be charged a night service fee. Additional fees are to be paid to your driver in local currency according to the real-time exchange rate and cannot be included in your e-receipt.
These fees are as follows:
Asia (except Japan, South Korea, Singapore, Hong Kong, Macau, Taiwan): 8 USD
Singapore: 11 USD
Taiwan: 8 USD
Europe: 24 USD
Africa: 32 USD
Australia, New Zealand, Japan, South Korea, Hong Kong, Macau, Taiwan, North America, South America: 16 USD
Additional fees are paid to your driver in local currency according to the real-time exchange rate and cannot be included on your e-receipt.
What are the fees for additional waiting time?
If you need your driver to wait for an extended period of time, please contact your driver directly. The charges for extended waiting time are as follows:
Asia (excluding Japan, Singapore, Hong Kong, Macau, Taiwan), Africa: USD 0.32 per minute or USD 16 per full hour.
Australia, New Zealand: USD 0.47 per minute or USD 32 per full hour.
Japan, Singapore, Hong Kong, Macau, Taiwan, Europe, North America, South America: USD 0.79 per minute or USD 48 per full hour.
How can I contact my driver?
Once your booking is confirmed, driver information will be provided to you at least 24 hours before your pick-up time. We recommend enabling international roaming to ensure you'll be able to contact your driver.
What should I do if I cannot contact the driver?
If you cannot find your driver, please contact the service provider. You may also contact us: United States: 833 896 0077; China: 400 828 8966; Other Locations: +86 21 3210 4669
How long will my driver wait for me?
For airport pick-up service: If your flight arrives on time or within 2 hours after its scheduled arrival time, your driver will wait for you for 60 minutes after the actual landing time free of charge. If your flight arrives more than 2 hours later than its scheduled arrival time, our provider will arrange a new driver for you. If a new driver cannot be arranged, your booking will be fully refunded.
For airport drop-off service: Your driver will wait for you at the pick-up location for 15 minutes after the scheduled pick-up time free of charge.
Where will I meet my driver?
For airport pick-ups, you will receive the airport meeting location and driver information before pick-up time. For airport drop-offs, you will receive the driver information before your pick-up time. The driver will wait for you at the address entered upon booking.
Is this a shared service?
This is a private service. Your car will not be shared with any other parties.
Do I need child seats?
Child seat regulations vary by location. Specific regulations are as follows:
Taiwan: Children under 12 years of age must use child seats.
Hong Kong, the United Kingdom: Front seat passengers under the age of 3 must use child seats.
France, Italy: Children under the age of 10 must use child seats.
Singapore, New Zealand: Children under 8 years of age must use child seats (infant seats for children 0-1 years old, child seats for children 1-3 years old, booster seats for children 3-8 years old).
Australia, Sweden: Children under the age of 7 must use child seats.
Japan: Children under 6 years or under 140 cm must use child seats.
United States: Children under 6 years old must use child seats.
South Korea, Canada: Children under 5 years must use child seats.
Germany: Children under 12 years and children under 150 cm must use child seats.
Please note that we do not make any guarantees about the accuracy of this information. If you are in unsure, we recommend reserving a child seat.
Will child seats be provided?
Child seats are available for rent from service providers in regions where child seats are required. To find out if child seats are available in regions where they are not required, please view the booking page.
When choosing your car, please be aware that a child seat accounts for 1.5 standard seats.
How can I view my e-receipt?
After your service is complete, you can view your e-receipt on your Booking Details page by clicking "View E-receipt."