Last updated October 31, 2026
Refund & cancellation policy
Please read this before you pay a deposit. It is short. It is strict when you cancel, because a reservation holds a vehicle and a chauffeur we turn other clients away for — and fair when we cancel, because then the failure is ours.
1. The short version
- If you cancel, for any reason and at any time, no refund is issued — neither the deposit nor any balance you have paid.
- If we cancel, we first offer a comparable or better vehicle at no extra cost. If we can’t provide one, or it doesn’t work for you, everything you paid is refunded in full — deposit included.
2. Deposits
A deposit of 50% of the reservation total is required to confirm a booking. Some specialty and vintage vehicles require a higher deposit, which is stated on your quote. The deposit secures your vehicle and chauffeur for your date and time. It is non-refundable if you cancel, and refunded in full if we cancel and cannot provide a comparable vehicle.
3. Cancellations by you
If you cancel a confirmed reservation, no refund is issued. This applies to the deposit and to any balance or full payment you have made, regardless of how far in advance you cancel.
A reservation is also treated as canceled by you if:
- the balance is not paid 10 days before pickup, as required by our terms;
- you do not appear at the pickup location within the waiting period and we cannot reach you (a no-show);
- service is ended because a passenger broke the rules in our terms, such as smoking, alcohol with minors aboard, exceeding seating capacity, or unsafe behavior.
Need to change the date, time or vehicle instead? Contact us as early as possible. Changes are made when the vehicle is available and may change the price; a change we accept is not a cancellation.
4. Cancellations by us
If TSM Luxury Transportation cancels a confirmed reservation — including for unsafe weather such as hail, ice, flooding or high winds — we will first try to provide a vehicle of similar or better quality and capacity at no extra cost to you.
If we cannot provide a suitable vehicle, or you would rather not take the one we offer, we refund everything you paid, including the deposit, to your original payment method. If you prefer, we can instead credit the full amount to a new date.
5. Delays and partial service
We are not able to refund delays caused by circumstances outside our reasonable control, such as traffic, road closures, accidents, weather or mechanical failure despite proper maintenance. If a vehicle has a problem during your trip, we replace it as quickly as we can.
6. How refunds are paid
Refunds go back to the original payment method and are normally issued within 10 business days of the cancellation. Your bank may take additional days to show the credit.
7. Questions and disputes
If you believe a charge is wrong, please contact us first — most questions are resolved quickly. To reach us, email tsmluxurytransportation@gmail.com, or call (888) 693-9882, or use our contact form.