- Three-hour minimum
- Hourly car service and event transportation requests begin with a three-hour minimum unless a different service agreement is confirmed in writing.
- Point-to-point requests
- Point-to-point requests are reviewed according to route, timing, pickup and drop-off details, vehicle preference, and availability.
- Airport transfer requests
- Airport transfer requests are reviewed with airport, flight, pickup/drop-off, luggage, timing, vehicle preference, and provider-fit details.
- Mercedes Sprinter service types
- Mercedes Sprinter service is currently available for hourly chauffeur service and event transportation only.
- Hourly and event review
- Hourly and event transportation requests are reviewed based on service duration, timing, location, itinerary, vehicle preference, and provider availability.
- Request review and confirmation
- Soluxe reviews each request individually based on timing, route, vehicle preference, service details, and provider availability before confirming next steps.
- Manual availability review
- If an online date or time appears unavailable, customers may contact Soluxe directly to request a manual availability review. Manual review does not guarantee availability.
- Overtime / late extension fee
- If service extends beyond the approved booking window, additional time may be billed according to the confirmed service agreement. Extended service time is subject to vehicle and provider availability.
- Smoking or vaping fee
- Smoking or vaping requests must be reviewed in advance and may be subject to provider-specific restrictions, cleaning requirements, or additional service terms.
- No illegal substances
- Illegal substances are not permitted. Service may be refused or terminated if illegal activity is suspected.
- No weapons or hazardous materials
- Weapons, hazardous materials, and unsafe items are not allowed in vehicles coordinated through Soluxe.
- Respectful conduct
- Aggressive, unsafe, threatening, or disrespectful behavior may result in refused or terminated service.
- Passenger capacity
- Passenger count must remain within confirmed vehicle capacity. Soluxe may decline unsafe passenger arrangements.
- Client fees
- Clients are responsible for tolls, parking, airport fees, event access fees, extra stops, and similar pass-through expenses unless otherwise agreed.
- Cleaning and damage
- Excess cleaning fees may apply. Damage fees may apply if a vehicle is damaged during service.
- Pickup wait time
- Point-to-point and hourly service includes 15 minutes of complimentary wait time. Airport pickups include 45 minutes of complimentary wait time after the flight lands, or 60 minutes for international arrivals. Additional waiting is billed in 15-minute increments at the applicable hourly rate.
- Cancellation
- Cancellations made 24 hours or more before the scheduled pickup receive a full refund of any deposit. Cancellations within 24 hours forfeit the deposit, and no-shows or cancellations after the chauffeur is dispatched may be charged the full fare. Hourly, multi-day, and event reservations may require 48 hours' notice; specific terms are confirmed with your booking.
- Late-night and special events
- A late-night surcharge may apply to service scheduled between 11:00 PM and 5:00 AM. High-demand dates — including major holidays and large events — may carry adjusted pricing. Any surcharge is disclosed and confirmed before the booking is finalized.
- Rental-style services
- For rental-style services, late return fees may apply by the hour according to the confirmed rental agreement. Confirmed service agreements may override general guideline language.
- Child seats
- Child seats are available on request with at least 24 hours' notice. Please specify the type (infant, convertible, or booster) and quantity. A nominal fee may apply per seat, confirmed before service.
- Pets
- Service animals are always welcome at no additional charge. Other pets are accommodated with advance approval and must be appropriately secured or crated; an additional cleaning fee may apply.
- Lost items
- Soluxe coordinates reasonable efforts to recover items left in a vehicle but is not responsible for lost or forgotten belongings. Recovered items are held for 30 days and returned at the client's expense.
- Weather and traffic
- Weather, traffic, road closures, airport congestion, and venue access may affect timing. Soluxe will coordinate professionally but cannot guarantee conditions outside its control.
- Vehicle availability
- Vehicle availability is subject to confirmation. Specific make, model, color, and configuration requests are not guaranteed until Soluxe confirms the booking.
- Partner network
- Soluxe may coordinate service through trusted partner providers, vehicle owners, vendors, and transportation partners.
