Cancellation & Refund Policy

Last updated: Jan, 2026

This Cancellation & Refund Policy explains cancellation rules, no‑show rules, and refunds for Empire Black Car.

1) Definitions

  • Booking / Reservation: A ride request that has been confirmed by us via email, SMS, or website confirmation.
  • Pickup time: The scheduled time shown in your confirmation email/SMS.
  • No-Show: When the passenger does not appear at the pickup location and cannot be reached after the included wait time.
  • Cancellation Fee: A charge applied when a cancellation does not meet the free cancellation window.

2) Standard Cancellation Policy (Sedans / SUVs)

  • Free cancellation: Cancellations made 12 hours or more before the scheduled pickup time.
  • Late cancellation: Cancellations made less than 12 hours before pickup may be charged a cancellation fee up to the full fare.
  • Instant bookings: For last-minute bookings (less than 2 hours before pickup), cancellation is not permitted once a driver is dispatched.

3) Hourly / As-Directed Service

  • Free cancellation: 12 hours or more before the scheduled pickup time.
  • Late cancellation: Less than 12 hours before pickup may be charged up to the full fare.
  • Active hourly bookings: Once service has started, no refund is provided for unused time.

4) Sprinter / Large Vehicle / Specialty Vehicles

  • Free cancellation: 24 hours or more before the scheduled pickup time.
  • Late cancellation: Less than 24 hours before pickup may be charged up to the full fare.
  • These vehicles require advance preparation and dedicated dispatch; therefore, stricter cancellation windows apply.

5) Airport Pickups - Waiting Time

  • Domestic arrivals: 15 minutes complimentary waiting time from flight landing.
  • International arrivals: 30 minutes complimentary waiting time from flight landing.
  • After the grace period: Additional waiting time is billed at the hourly rate for the vehicle class booked.
  • Flight delays: We monitor flights when a flight number is provided. Waiting time starts from actual landing time, not scheduled time.

6) Non-Airport Waiting Time

  • A 15-minute grace period is included from the scheduled pickup time for all non-airport pickups.
  • After the grace period, waiting time is billed at the hourly rate for the vehicle class booked.

7) No-Show Policy

  • A reservation may be treated as a No-Show and charged up to the full fare if:
    • The passenger does not appear at the pickup location after the included wait time.
    • The passenger cannot be reached by phone, SMS, or WhatsApp.
    • For airport pickups, the passenger does not respond to driver/dispatch messages after landing.

8) Refunds

  • Refunds (if applicable) are generally issued back to the original payment method within 5-10 business days.
  • Processing time depends on the bank or card issuer.
  • Refunds are not provided for completed trips.
  • If a refund is approved for a cancelled trip, it does not include any third-party fees (e.g., payment processor fees) unless required by law.

9) Changes to Bookings

  • Changes to pickup time, location, or vehicle class may affect pricing and availability.
  • Changes must be requested by contacting us directly via phone, email, or WhatsApp.
  • Changes are subject to vehicle availability and may not always be possible.

10) Force Majeure

  • We are not responsible for cancellations or delays caused by events beyond our control (weather, accidents, road closures, emergencies, strikes, etc.).
  • In such cases, we will make reasonable efforts to reschedule or provide a full refund at our discretion.

11) Contact Us

12) Policy Updates

We may update this Cancellation & Refund Policy from time to time. Updates will be posted on this page with a revised 'Last updated' date. Continued use of our services constitutes acceptance of the updated policy.