Policy
Cancellation policy
Plans change. Here’s exactly when a cancellation is free, when a fee applies, and how to reach us.
At a glance
- ·Free cancellation up to 3 hours before an airport, point-to-point, or hourly pickup.
- ·Free cancellation up to 48 hoursbefore a roadshow’s first day.
- ·No card is charged at booking — only authorized. If you cancel within the free window, the authorization is voided and nothing ever posts to your statement.
Airport, point-to-point, and hourly bookings
Instant-quote services
More than 3 hours before pickup
Full authorization is voided. Nothing is charged.
Free
1–3 hours before pickup
We’ve already routed a chauffeur and vehicle to your pickup window.
50% of total
Less than 1 hour before pickup
Your chauffeur is en route or on-site.
100% of total
No-show
We wait 30 minutes past airport pickups (with flight tracking) and 15 minutes past all other pickups before marking a no-show.
100% of total
Roadshow & multi-day bookings
Custom-quoted itineraries
More than 48 hours before Day 1
No charge. You’re welcome to reschedule — we’ll transfer the deposit.
Free
24–48 hours before Day 1
Covers driver scheduling and any non-refundable vendor holds already placed.
25% of itinerary
Less than 24 hours before Day 1
At this point vehicles and chauffeurs are fully committed to your dates.
100% of itinerary
Changes to a booking
Small edits (passenger count, flight number, bag count, pickup time within ±60 minutes, special requests) are free at any time — just reply to your confirmation email or call dispatch.
Larger changes (different vehicle class, new date, materially different route) re-price using the same rate card and are subject to availability. If the new trip is cheaper, we refund the difference; if more expensive, we collect the difference at pickup.
Wait time & grace periods
Airport pickups
Up to 60 minutesof complimentary wait time after your flight lands. Flights tracked automatically — we’ll adjust for delays without you calling.
All other pickups
15 minutes of complimentary wait time past scheduled pickup. Additional wait time bills at the hourly rate for your vehicle class, prorated to the nearest 15 minutes.
Weather, road closures, and force majeure
If we’re unable to operate your ride due to severe weather, flooding, police closures, or any other event outside our reasonable control, we’ll contact you as early as possible and refund 100% — regardless of the timing window above. Houston gets its share of weather; we’d rather keep you safe than collect the fare.
How to cancel or change a booking
- 1.Reply directly to your confirmation email — it threads straight to dispatch.
- 2.Or call / text dispatch: (346) 244-1386. Available 24/7.
- 3.Include your booking reference (HLC-XXXXXX) for fastest service.
Refunds
If you cancel within the free window, the card authorization is voided — no money is captured, no charge reaches your statement, and the hold typically drops off within 1–7 business days depending on your bank.
If a cancellation fee applies, the fee portion is captured and the rest of the authorization is voided. Refunds to a charged card process within 5–10 business days via Square. If you spot a charge you don’t recognize, please call us firstat (346) 244-1386 — we’ll resolve it faster than a chargeback, and every booking is signed and timestamped, so disputes tend to resolve in our favor regardless.
Last updated
April 24, 2026
This policy applies to all bookings made through hlcexecutive.com and is part of the HLC Executive terms of service.