Terms & Conditions

About these terms

These terms apply to this website and to transportation arranged through it with GlowLimo (“we”, “us”). By booking a trip or requesting a quote you agree to them.

Reservations

A reservation is confirmed once we accept it and the required payment or deposit has been processed. When you book on this website that happens on the spot: your reservation is confirmed as soon as your payment is approved. You will see a booking reference on screen and receive a confirmation by email with the vehicle, the itinerary, the times, and the total you paid. Your driver’s name and vehicle details are sent the day before the trip.

If instead you contact us by phone, WhatsApp, or email, what you receive is a quote — a price, not a reservation. In that case the booking exists once we confirm it to you in writing, with the vehicle, the pickup time, and the rate stated. Until you have that confirmation, no vehicle is being held for you.

You are responsible for giving us correct and complete information for the trip, including:

• Pickup location
• Destination
• Any stops along the way
• Dates and times
• Number of passengers
• Contact name, phone number, and email address
• Flight information, for airport pickups
• Anything else that shapes the itinerary or the vehicle you need

Pricing, vehicle assignment, and scheduling are all built from what you tell us. Information that is wrong or missing can change the price, the vehicle, or our ability to run the trip at all.

Pricing and additional charges

The rate we confirm is the rate you pay. We do not apply surge pricing, and we do not add charges after the ride has taken place for a trip that ran as booked.

Your price is based on the itinerary and the information provided at the time of booking. If the trip changes, the price can change with it. Depending on the trip, additional charges may apply for:

• Additional time beyond the reserved period
• Waiting time
• Additional stops
• Changes to the destination or route
• Additional mileage
• Tolls
• Parking
• Airport or venue fees
• Permits
• Driver lodging, on multi-day service
• Cleaning beyond normal use
• Damage
• Other operational expenses required to run the trip as changed

Where a mandatory fee applies to your trip, it is shown as its own line in your quote and on your invoice. Third-party costs that are genuinely outside our control — a road or bridge fee, a venue’s parking fee — are identified the same way.

If you ask to change the trip on the day, we will quote that change and get your confirmation before proceeding. Nothing is added to your total without you agreeing to it first.

Gratuity is not included in the quoted rate — it is left entirely to your discretion.

Hourly minimums

Some services and some vehicles are sold with a minimum number of hours. Where a minimum applies it is shown to you before you book, and the trip is charged for the minimum you reserved even if you use less of it.

Reserved time that goes unused is not refundable and is not pro-rated. The vehicle and the driver are held for the whole reserved period and are not available to anyone else during it.

Operational travel (deadhead)

Some prices include the operational travel needed to bring the vehicle to your pickup point before the trip, or to return it afterwards. Where that travel is already part of the price you were quoted, it is not charged again.

It can be recalculated only where a material change to the itinerary — a different pickup area, a new final destination, a different date or time — changes the operational travel itself, and then it follows the same rule as every other change: quoted and confirmed with you before it applies.

Payment

Bookings made on this website are paid in full by credit or debit card at the time you book. The card form is operated by Square; we never see or store your card number. Your receipt is included in the confirmation email.

For trips arranged directly with us by phone, WhatsApp, or email, we also accept Zelle, no deposit is required to hold the reservation, and payment terms are agreed with you when we confirm the booking.

Changes to your reservation

Changes requested after a reservation is confirmed are subject to availability. We will always tell you whether a change is possible before you commit to it.

Changes to any of the following can change the price of the trip:

• Pickup location
• Destination
• Stops
• Duration
• Number of passengers
• Vehicle
• Date
• Time
• The itinerary as a whole

Where a change increases the price, the difference is quoted and confirmed with you before the trip runs. Where it decreases the price, the difference is credited or refunded to you.

Waiting time and overtime

Service that runs beyond the reserved period may be charged at the applicable rate for the additional time.

Delays caused by the passenger, additional stops, itinerary changes, or additional service requested on the day can increase the billable time of the trip. Where that happens we tell you at the time, not after the fact.

Cancellations and refunds

Cancellations are governed by our Cancellation & Refund Policy, which is presented to you at checkout and forms part of these terms. In summary: 100% refund for cancellations made 30 days or more before the scheduled pickup, 90% for cancellations made between 29 days and 3 days before it, and no refund for cancellations made less than 3 days before it.

Some reservations — special events, conventions, multi-day trips, high-demand dates, contracted programs, custom group services, or specially negotiated bookings — carry their own cancellation terms. Where they do, those terms are stated in your quote, contract, or reservation and are the ones that apply.

If your plans change, tell us as early as you can — call (415) 910-7777 or email info@glowlimo.com with your booking reference.

No-show

If you cannot find your vehicle at the pickup point, make a reasonable effort to locate it and contact us before leaving. Airports, hotels, and venues have designated pickup areas that are not always where a passenger expects them to be, and a phone call resolves almost all of these.

Where the passenger does not appear and does not contact us within the applicable waiting period for that trip, the reservation may be recorded as a No-Show and may be non-refundable under the applicable terms.

Airport transportation

Airport trips run inside the rules of the airport, not ours. Pickups happen in the designated areas each airport assigns to charter-party carriers, which may not be the curb used by taxis or rideshare, and which the airport can change without notice. Terminal restrictions, congestion, and staging requirements all affect where and when the vehicle can meet you.

Give us your flight number and airline when you book. We use flight information to coordinate the pickup where we can, but flight tracking is a coordination tool, not a guarantee: it does not automatically change your reservation. A change to your reservation exists only once we confirm it to you.

Passenger conduct

Passengers must follow reasonable instructions from the driver relating to safety, including seating, doors, and standing while the vehicle is moving.

We may refuse or discontinue service in situations involving:

• Violence
• Threats
• Dangerous behavior
• Harassment
• Illegal activity
• Severe intoxication
• Damage to the vehicle
• Interference with the driver
• Any other risk to the safety of the passengers, the driver, or the public

You are also responsible for being ready at the confirmed pickup time. If you are running late, call us — we will do what we can to accommodate, and any change to your agreed rate is discussed with you before it applies.

Do not exceed the seating capacity confirmed for your vehicle. Capacity is a legal limit, not a guideline.

Smoking, vaping, and prohibited items

Smoking and vaping are not permitted in our vehicles, in line with company policy and applicable law.

Alcohol is permitted on board, but you must tell us when you book so we can prepare the vehicle. No one under 21 may consume alcohol in our vehicles, and our driver may end the trip if that is not respected.

Illegal substances, weapons, and any material that is hazardous or unlawful to transport are not permitted under any circumstances.

Damage and cleaning

The customer and the passengers may be held responsible for damage caused to the vehicle during the trip, including damage to:

• Seats
• Windows
• Electronics
• Flooring
• Fixtures
• Doors
• Luggage areas

An additional cleaning charge may apply for:

• Bodily fluids
• Vomiting
• Smoking residue
• Excessive spills
• Contamination
• Any cleaning beyond normal use

Any such charge reflects the commercially reasonable cost of the repair or the cleaning, and we will show you what it covers.

Vehicle assignment

We reserve the right to substitute the assigned vehicle where it is necessary because of a mechanical issue, scheduling, safety, availability, or operating conditions. Any substitute is a comparable or better vehicle with adequate legal capacity for your group.

Passengers and luggage

We cannot carry more passengers than the legal capacity of the vehicle, under any circumstances. You are responsible for telling us the correct passenger count when you book, and for it not growing on the day.

We do not set a fixed luggage allowance — bring what the vehicle can safely carry. Tell us in advance about oversized or excess luggage (skis, golf clubs, instruments, event equipment) so we assign a vehicle that fits it.

Accessibility

Tell us about accessibility requirements when you book, wherever that is possible, so the right vehicle and the right amount of time are assigned to your trip. We follow the accessibility requirements that apply to us by law.

Service animals are welcome in our vehicles, as required by the Americans with Disabilities Act and California law. There is no charge for a service animal. Wheelchair access is available in our Coach; tell us when you book so we can confirm the arrangement for your trip.

Child passengers

We do not provide child safety seats. California law requires children under 8 to be secured in an appropriate child restraint, so if you are traveling with a child in that age range, please bring your own. Tell us when you book and the driver will allow time to install it.

Driver hours and safety

Our drivers and our operation are bound by commercial transportation safety requirements, including hours-of-service limits and the applicable DOT and FMCSA rules where they apply to a trip.

No customer request can require us to operate illegally or unsafely. Where a request would do that — driving beyond permitted hours, exceeding capacity, taking a route that is not legal for the vehicle — we will say so and offer the alternative that is available.

Licensing and insurance

We operate as a licensed passenger carrier in California, regulated by the California Public Utilities Commission, under TCP #TCP-32416-B. Proof of insurance is available on request.

Multi-day and overnight service

Multi-day and overnight trips can carry operational costs that a single transfer does not, including driver lodging, parking, permits, relief drivers, and other operating expenses.

Where any of those apply to your trip, they are stated in the applicable quote or reservation before you book, and they are charged as quoted.

Traffic, weather, and conditions outside our control

We plan routes and timing carefully and we build margin into them, but arrival and travel times cannot be guaranteed where they depend on conditions we do not control, including:

• Traffic
• Accidents
• Road closures
• Construction
• Weather
• Wildfire
• Flooding
• Airport congestion
• Government restrictions
• Venue restrictions
• Police activity
• Emergencies
• Other circumstances outside our reasonable control

Where a delay is caused by something we are responsible for, contact us and we will make it right.

Mechanical issues

If a vehicle develops an unexpected mechanical problem, we will make reasonable efforts to arrange replacement transportation, a replacement vehicle, or another appropriate operational solution, and we will keep you informed while we do it.

Lost property

Passengers are responsible for their personal belongings. We are not liable for items left in a vehicle, but we do look: tell us as soon as you notice something missing and we will check the vehicle and hold anything found in line with our lost-property practice and applicable law.

Where an item is returned or delivered to you, a reasonable cost for that return may apply where it is permitted.

Affiliate and subcontracted transportation

Where it is operationally necessary — a vehicle out of service, an overlapping schedule, a trip outside our own fleet’s range — the service may be provided by a properly licensed and insured affiliate operator, subject to the same requirements that apply to us.

Electronic communications

By booking with us you agree to receive the communications needed to run the transaction — by email, phone, or text message — including:

• Your quote
• Your booking and its confirmation
• Trip details and updates
• Driver and dispatch coordination
• Payment, receipts, and invoices
• Changes to your reservation
• Customer service replies

This is not consent to marketing. We do not send promotional email unless you ask us to, and you can tell us to stop at any time without it affecting your booking.

Electronic acceptance

Your acceptance of these terms may be documented electronically, including by:

• A checkbox you tick at checkout
• Payment for the trip
• Approval of a quote
• An electronic signature
• An electronic reservation confirmation

When you accept at checkout we record the version of each document that was shown to you, the date and time, and the technical details of that acceptance, and we keep the exact text you accepted alongside your booking.

Questions about a charge

If something about a charge does not look right, contact us first — call (415) 910-7777 or email info@glowlimo.com with your booking reference. Most billing questions are a line on an invoice that needs explaining, and we would rather explain it than have you go to your bank for it.

Nothing here waives any right you have that cannot be waived by law, including your rights with your card issuer.

Where a payment dispute or chargeback is raised, we may provide the card network or the issuer with legitimate documentation relating to the transaction, which can include the booking, your acceptance of these terms, the invoice, payment records, communications, dispatch records, trip records, GPS records, and any other applicable documentation.

Limitation of liability

To the fullest extent permitted by applicable law, our liability arising from a trip is limited to the amount you paid for that trip, and we are not liable for indirect, incidental, or consequential losses — including missed flights, missed connections, or lost business — arising from delays or conditions outside our reasonable control.

Nothing in these terms limits liability that cannot be limited by law, including liability for death or personal injury caused by negligence.

This website

The text, images, and design of this site belong to GlowLimo and may not be reproduced without permission. We work to keep the information here accurate, but service details and availability can change.

Governing law

These terms are governed by the laws of the State of California and by applicable federal law, and any dispute will be handled by the courts of California.

If part of these terms cannot be enforced

If any part of these terms is found to be unenforceable, the rest stays in effect. If we do not enforce a term on one occasion, that is not a waiver of it for any other.

Entire agreement

These terms, together with the Cancellation & Refund Policy and the written confirmation of your reservation, are the whole agreement between us for that trip.

Changes to these terms

If these terms change, the version and the effective date at the top change with them. The terms that apply to your booking are the ones you accepted when you booked — a later change never applies backwards to a reservation already confirmed.

Refund schedule

Refund percentages are calculated based on the applicable total booked trip amount.

Reservations with their own terms

Certain special events, conventions, multi-day reservations, high-demand dates, contracted transportation programs, custom group transportation services, or specially negotiated reservations may have different cancellation terms when those terms are specifically disclosed in the applicable quote, contract, or reservation.

Where that is the case, the terms stated in your own quote or contract are the ones that apply to your trip, and they are shown to you before you book.

How to cancel

Cancel by calling (415) 910-7777 or by emailing info@glowlimo.com with your booking reference. The notice period is measured from the moment we receive your cancellation to the scheduled pickup time of the trip.

Approved refunds are returned to the card used for the booking. Once we issue the refund, the time it takes to appear on your statement is set by your bank, not by us.

If we cancel a trip ourselves — for a reason that is not your cancellation — you receive a full refund of what you paid for that trip.