Terms of Service

1. Acceptance of Terms

By submitting a request for transportation or using our confirmed services, you agree to these Terms of Service. These terms govern your use of NueLuxe Travel’s airport transportation services.

2. Booking Requests and Confirmation

Submitting a ride-request form does not guarantee a ride. Booking requests are not confirmed until NueLuxe officially communicates acceptance, the applicable fare, and the pickup arrangements to you. Payment terms will be communicated to you clearly during this confirmation process.

3. Rider Responsibilities

Riders must provide accurate contact details, pickup location, travel dates and times, flight information, passenger counts, and luggage details. You must be ready at the confirmed pickup time and place. Lawful and respectful conduct toward drivers and staff is required at all times. Your actual luggage and passenger capacity must match the details disclosed during booking, as this dictates the dispatch of a suitable vehicle. Failure to accurately disclose capacity needs may result in an inability to complete the ride.

For driver and passenger safety, NueLuxe may require the lead passenger to present a valid photo ID matching the reservation. Service may be declined if identity cannot be reasonably verified.

4. Wait Times and Delays

For standard pickups, the driver will wait 15 minutes after the confirmed pickup time before determining the ride is a no-show. NueLuxe Travel is not liable for reasonable delays outside of our control, including but not limited to heavy traffic, severe weather, road closures, airport conditions, or government action.

5. Personal Belongings

Riders remain fully responsible for all personal belongings. NueLuxe Travel and our driver partners are not responsible for lost, stolen, or damaged items left inside the vehicle.

6. Limitation of Liability

To the maximum extent permitted by applicable law, NueLuxe Travel’s liability for any claim arising out of or relating to our services is limited to the total fare paid for the specific ride in question. We are not liable for indirect, incidental, special, or consequential damages, including missed flights or related expenses.

7. Accessibility and Service Animals

Riders may request a reasonable accessibility accommodation by including the request in the ride-request form’s notes field or by contacting NueLuxe Travel before the scheduled pickup. Please provide enough advance notice for NueLuxe to review the request and confirm whether the requested accommodation can be provided. Service animals are accepted as required by applicable law.

8. Safety and Conduct

All riders must wear available seat belts and follow reasonable safety instructions from the driver. Threatening, abusive, violent, discriminatory, sexually inappropriate, unlawful, or dangerously disruptive conduct is prohibited, as are smoking, illegal drugs, open alcohol where prohibited, weapons carried unlawfully, and interference with the driver or vehicle. Luggage and personal items must be lawful, safely transportable, disclosed accurately when requested, and fit within the confirmed vehicle without blocking exits or creating a hazard. Riders are responsible for requesting any needed child seat in advance, confirming the child’s requirements, and securing the child in accordance with applicable law; NueLuxe may provide a requested child seat only when confirmed as part of the reservation. NueLuxe and the driver may refuse, suspend, or end transportation when reasonably necessary because conditions, conduct, luggage, passenger capacity, or a request is unsafe, unlawful, undisclosed, or materially different from the confirmed booking.

9. SMS/Text Messaging Terms

Users enroll only by checking the optional, unchecked SMS box at https://ground.nueluxetravel.com/. NueLuxe Travel sends recurring automated account-notification and service texts about submitted ride requests, availability, exact fares, pickup coordination, and schedule changes. Message frequency varies; message and data rates may apply; consent is not a condition of purchase; reply STOP to opt out or HELP for help. For more information, please review our Privacy Policy.

10. Provider and Vehicle Operational Standards

Transportation providers are subject to identity and safety screening, as well as review and verification before assignment of current driving licenses, applicable operating permits, and required commercial liability insurance documentation. All vehicles must be clean, smoke-free, roadworthy, and maintained in compliance with applicable vehicle safety laws. The assigned vehicle’s passenger and luggage capacity will be matched to the confirmed reservation details provided by the traveler. For services to or from airports, providers must hold and maintain all required airport credentials, permits, or operating permissions mandated by applicable airport authorities.

11. Traveler Communication Standards

Following payment and ride confirmation, NueLuxe provides the traveler before scheduled pickup with the assigned driver’s name, vehicle make, model, and color, license plate number, confirmed pickup location and instructions, and the best available contact path for coordinating with the driver. In addition, travelers receive a final reminder containing their confirmed schedule and pickup information prior to the pickup time.

12. Service Recovery and Changes

In the event of a provider cancellation, mechanical issue, or vehicle problem, NueLuxe promptly contacts the traveler and reviews qualified backup options to complete the service; however, replacement transportation is not guaranteed. Travelers must promptly notify NueLuxe of any flight delays, cancellations, or itinerary schedule changes, as NueLuxe does not promise live flight monitoring. Any revised transportation arrangements must be confirmed before the ride. If NueLuxe cancels a confirmed ride and no acceptable alternative arrangement is available, our existing full-refund policy applies.