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Reservation deposits are non-refundable unless a different written agreement has been established.

The required deposit depends on the estimated travel distance for the reservation:
* Trips under 100 miles: 30% deposit required.
* Trips of 100 miles or more: 50% deposit required.

The remaining balance is due on the day of service before transportation begins.

The Client may cancel the reservation at any time prior to the scheduled service date. If the Client has paid more than the required deposit, all additional amounts paid will be refunded except for the non-refundable deposit.

Same-Day Cancellation: If the Client cancels on the scheduled date of service, any amount already paid, including the deposit and any remaining balance paid in advance, is non-refundable.

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Complimentary waiting time is included as follows:

* Airport pickups: 60 minutes from the actual flight arrival time.
* Cruise port pickups: 60 minutes from the scheduled pickup time.
* Hotels, residences, Airbnb, and other locations: 20 minutes from the scheduled pickup time.

After the complimentary waiting period, additional waiting time will be charged according to the vehicle reserved:

* Executive Minivan: $1.50 per minute
* Premium/Luxury SUV/ Ford Transit / Mercedes-Benz Sprinter: $2.00 per minute

Additional charges may apply for additional stops, additional service time, itinerary or route changes, parking or valet fees when applicable, excess luggage, or other additional services requested by the Client.

The Client acknowledges and agrees to be responsible for all applicable additional charges associated with the reservation.

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A reservation will be considered a No-Show when the Client or passengers fail to appear at the scheduled pickup location and do not communicate with Travel On The Rock LLC within the applicable complimentary waiting period.

For airport pickups, Travel On The Rock LLC monitors the passenger’s flight and adjusts the pickup time according to the actual flight arrival time. A flight delay will not be considered a No-Show.

If the Client cannot be located, Travel On The Rock LLC will make reasonable attempts to contact the Client using the phone number provided in the reservation.

If the Client does not respond and the complimentary waiting period has expired, the reservation may be classified as a No-Show and the driver may be released.

Payments for a service classified as a No-Show are non-refundable.

Any new transportation requested after the original service has been classified as a No-Show will be considered a new service and may require a new payment.

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The Client is responsible for providing accurate information regarding the number of passengers and the quantity, size, and type of luggage at the time of booking.

Large or checked luggage, carry-on luggage, strollers, wheelchairs, golf clubs, sports equipment, boxes, and other oversized items must be disclosed in advance.

Vehicle capacity depends on both the number of passengers and the amount and size of luggage.

If the actual number or size of luggage exceeds the information provided at the time of booking, Travel On The Rock LLC may require a larger vehicle or an additional vehicle, subject to availability and additional charges.

If the luggage cannot be transported safely in the reserved vehicle, Travel On The Rock LLC reserves the right to modify the transportation arrangement or decline to transport items that cannot be safely accommodated.

Any additional cost resulting from inaccurate or incomplete passenger or luggage information will be the responsibility of the Client.

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Child car seats are available upon request and must be requested in advance at the time of booking.

* First child seat: Complimentary.
* Second child seat: $15.00.

The maximum number of car seats provided is subject to vehicle configuration and availability.

The Client must provide accurate information regarding the child’s age, weight, and height so that the appropriate child restraint can be prepared.

All children must travel using the appropriate child restraint system as required for their age and size.

The Client is responsible for notifying Travel On The Rock LLC of any changes regarding children traveling in the vehicle before the scheduled service.

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1. Dedicated Chauffeur Charter Requirement: For major concerts, arenas (including Kaseya Center, Amerant Bank Arena, iTHINK Financial Amphitheatre, LoanDepot Park), stadium events (including Hard Rock Stadium and Chase Stadium), and Tier 1 Mega-Events (Formula 1 Miami Grand Prix, Art Basel Miami Beach, Ultra Music Festival, Miami International Boat Show, Super Bowl, FIFA World Cup, and New Year's Eve), Travel On The Rock LLC operates under Dedicated Chauffeur Charter Packages (minimum 3 to 10 continuous hours depending on event category) due to police perimeter closures and staging requirements. One-way exit pickups are not permitted for arena or stadium events.

2. Mandatory Chauffeur Gratuity (20%): All Special Event and Charter services automatically include a mandatory 20% Chauffeur Gratuity / VIP Service Fee itemized in the reservation total prior to dispatch.

3. Venue & Staging VIP Parking Passes: Commercial vehicle staging and VIP parking passes required by stadiums, arenas, or event organizers (ranging from $50 to $300+ depending on the venue) are not included in the base charter rate and are 100% the responsibility of the Client, payable in advance upon confirmation.

4. Excess Wait Time & Late-Night Operations: Point-to-point transfers include a 15-minute grace period; starting at minute 16, excess waiting time is billed at $2.00 to $2.50 per minute (or a full additional event charter hour for hourly packages). Services operating between 11:00 PM and 5:00 AM include a $35.00 Late-Night Executive Dispatch fee. Events outside the Miami-Dade core include a $50.00 to $100.00 Garage-to-Garage Regional Positioning fee.

5. Strict Non-Refundable Payment & Cancellation Policy:
* Small Events & Arena Concerts (Categories 1 & 2): Requires a 50% non-refundable deposit to lock the vehicle, with the remaining 50% balance collected 48 hours prior to the event. Cancellations made within 48 to 72 hours of the event forfeit 100% of all amounts paid.
* NFL, Stadium Events & Tier 1 Mega-Events (Categories 3 & 4 — F1, Art Basel, Ultra, Boat Show, FIFA World Cup, Super Bowl, NYE): Requires 100% full payment in advance at the time of reservation confirmation. Strictly 100% Non-Refundable if cancelled within 7 to 14 days prior to the event.

6. Biohazard, Spill & Deep Sanitation Fee ($300.00 USD): An automatic fee of $300.00 USD will be charged to the card on file in the event of severe liquid or food spills, vomiting, biohazards, smoking/vaping, or any incident requiring deep upholstery sanitation or placing the unit out of operational service.

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For the safety and comfort of all passengers, smoking, vaping, and the use of illegal drugs are strictly prohibited inside the vehicle.

All passengers must wear seat belts, and children must use the appropriate child restraint system when required.

The Client is responsible for any damage caused by the Client or any member of their party to the vehicle or its equipment during the service.

Additional charges may apply for excessive cleaning, spills, stains, vomiting, smoking or vaping, damage to seats or interior components, or other damage requiring professional cleaning, repair, or replacement.

Any applicable cleaning or damage charge will be based on the nature and extent of the damage and the reasonable cost of cleaning, repair, or replacement.

Travel On The Rock LLC reserves the right to terminate a service if a passenger’s behavior creates a safety risk for the driver, other passengers, the vehicle, or the public.

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The transportation service will be provided according to the itinerary, pickup location, destination, scheduled time, and service duration confirmed in the reservation.

Any changes requested by the Client after the reservation has been confirmed, including additional stops, changes of destination, route changes, additional waiting time, or extension of the originally reserved service time, are subject to availability and may result in additional charges.

For hourly or tour services, any time used beyond the originally contracted service period will be considered additional service time and may be charged according to the applicable vehicle and service rate.

Additional parking, valet, admission, or other third-party expenses resulting from Client-requested itinerary changes are the responsibility of the Client unless specifically included in the original quotation.

Travel On The Rock LLC will inform the Client of applicable additional charges whenever reasonably possible before providing the additional requested service.

The Client acknowledges responsibility for additional charges resulting from changes or services requested beyond the original confirmed reservation.

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Travel On The Rock LLC monitors flight information for airport reservations when the Client provides a valid flight number.

If the flight is delayed, the scheduled airport pickup time will be adjusted according to the actual flight arrival time.

The complimentary airport waiting period begins from the actual flight arrival time, according to the waiting-time policy established in this agreement.

If a flight is cancelled, diverted, or significantly changed, the Client must notify Travel On The Rock LLC as soon as reasonably possible.

Changes to the arrival airport, arrival date, or other significant itinerary changes are subject to vehicle and driver availability and may result in additional charges.

Travel On The Rock LLC is not responsible for airline delays, cancellations, diversions, baggage delays, immigration/customs processing times, or other circumstances outside the company’s control.

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Travel On The Rock® may provide the requested transportation service directly or through our network of affiliated chauffeurs and transportation partners.

Reservations confirm a vehicle category (e.g., Executive Minivan, Premium SUV, Sprinter), not a specific unit, year, make, or model. Vehicle features and amenities depend on the reservation and the specific vehicle assigned.

Travel On The Rock® reserves the right to substitute the assigned vehicle when necessary due to operational, mechanical, safety, availability, or other service-related circumstances. Whenever reasonably possible, the substitute vehicle will be of a comparable or higher category.

A vehicle substitution that does not materially reduce the contracted transportation service will not constitute grounds for cancellation or refund.