Booking terms and conditions. Please note that the terms and conditions for your booking may vary depending on factors such as the requested service, selected vehicle, destination, and other relevant factors. The terms and conditions provided to you during the booking process and included in the booking confirmation will take precedence over any other terms or information found on our website or elsewhere. By proceeding with the booking and accepting the terms and conditions, you acknowledge and agree to be bound by the specific terms applicable to your booking.

Waiting time. For all bookings that include a period of waiting time, the following complimentary waiting time is provided: Commercial flights: 60 minutes of complimentary waiting time from the flight's landing time; Private flights: 30 minutes of complimentary waiting time from the flight's landing time; Cruise ships: 30 minutes of complimentary waiting time from the cruise ship's arrival time; All other journeys: 15 minutes of complimentary waiting time. Once the complimentary waiting time has elapsed, a charge will be applied based on the vehicle's hourly booking rate in 30-minute increments.

Stop charge. An additional charge may apply at any stop on the way to the drop-off location.

Service extension. In the event that you wish to extend the service, additional hours will be subject to charges based on the vehicle's hourly rate. These charges will be calculated in 60-minute increments.

Coverage options. ROLZO may offer optional coverage options at the time of booking, including a one-hour risk-free cancellation and extended wait time. These options are only available if selected before the applicable cancellation policy takes effect. Extended wait time is strictly subject to chauffeur availability and is capped at a maximum of two additional hours beyond the complimentary waiting period. Coverage options apply to a single flight only and are not applicable to passengers traveling in groups on different flights.

Additional charges. ROLZO reserves the right to issue a supplementary invoice after the completion of a booking to cover any additional charges incurred in the performance of the service that fall outside the original booking price. Any such additional amounts will be automatically charged to the same payment method used for the initial booking.

Tips and gratuities. Tipping customs vary across countries and cultures, and ROLZO adopts a global approach in recognition of these differences. While chauffeurs engaged through the ROLZO Platform are fairly compensated for their services, you may, at your sole discretion, choose to provide an additional gratuity as a gesture of appreciation. Gratuities may be offered directly to the chauffeur or processed through the ROLZO Platform. Where gratuities are paid through the ROLZO Platform, ROLZO will collect such amounts on your behalf and ensure that they are remitted in full to the appropriate parties.

Change policy. You have the flexibility to request changes to a confirmed booking before its commencement. Simple adjustments such as passenger details, flight, train, or ship information, or child seat requests (subject to availability), may be accommodated free of charge. Changes to the vehicle category, pick-up or drop-off location, itinerary, additional stops, booking duration, or pick-up date or time may require a re-price. Pick-up time changes requested close to the scheduled service or during overnight hours may incur an additional surcharge if ROLZO is able to accommodate the adjustment. If a change request is received within the cancellation policy window and ROLZO cannot accommodate it, the request will be treated as a cancellation, and the original booking will remain billable under our cancellation policy. In some cases, if fulfilling the change requires cancelling and rebooking, a cancellation fee may also apply. Where a chauffeur is already en route or on location, waiting time charges may also apply in accordance with our Waiting Time Policy. All potential price adjustments or cancellation fees will be communicated before confirming any change.

Change communication policy. You must not communicate booking changes, instructions, or requests directly with chauffeurs, greeters, or car delivery agents. All changes must be made exclusively through ROLZO’s communication channels (platform, email, phone or official support contact). No modification, adjustment, or confirmation will be considered valid unless it has been explicitly reviewed and approved by ROLZO. ROLZO shall not be held liable for any misunderstanding, delay, or service issue resulting from unauthorised direct communication with a chauffeur, greeter, or car delivery agent.

Cancellation policy. If you cancel an accepted booking before the booking commences, you shall receive a “Cancellation Refund” if applicable. For transfer services lasting less than 2 hours, (a) 100% of the booking charge if cancelled more than 4 hours prior to commencement of the booking; (b) No refund due if cancelled less than 4 hours prior to commencement of the booking. For transfer services lasting more than 2 hours, (a) 100% of the booking charge if cancelled more than 24 hours prior to commencement of the booking; (b) No refund due if cancelled less than 24 hours prior to commencement of the booking.

Grace period for immediate cancellations. If a booking is cancelled within 10 minutes of being placed, no cancellation fee will apply, provided that the chauffeur, greeter, or car delivery agent has not yet been assigned. After this grace period, or once a chauffeur, greeter, or car delivery agent has been assigned to the booking, the standard cancellation policy and associated charges will apply.

Refunds. If you wish to apply for a refund, you must do so in writing no more than 7 days after the scheduled date of the service. Please note that in case a refund is granted, it may take 5 to 10 business days for the refund to reflect on your bank account statement, depending on your bank's processing time.

No show. If you fail to show up at the designated location and time for which a booking has been made and a confirmation has been sent, all funds paid will be non-refundable.

Passengers. If the number of passengers exceeds the maximum seating capacity of the vehicle booked, you must amend your booking to a suitable vehicle or book an additional vehicle. The chauffeur reserves the right to refuse or terminate the ride if the number of passengers exceeds the vehicle’s permitted capacity. Clients must accurately disclose all passengers at the time of booking, including infants and children. If a passenger fails to disclose that they are travelling with children and, under applicable local laws, the required child seats or safety arrangements are not present, the chauffeur has the right to refuse or cancel the booking, as continuing the journey would be unlawful.

Fitness to travel. Any passenger who is thought to be under the influence of alcohol or drugs and/or whose behaviour poses a threat to the chauffeur, the vehicle, or other passengers may be refused travel. The standard cancellation policy will apply.

Luggage. The permitted number of luggage items for each vehicle is always displayed on the booking platform. If the number of luggage pieces exceeds the capacity of the vehicle booked, you will have to amend your booking to a larger vehicle or book an additional vehicle. Due to safety regulations, luggage and larger bags cannot be transported in the passenger compartment. As a result, any luggage that does not fit in the vehicle’s boot will be declined. In addition, luggage which, in the opinion of the chauffeur, amounts to an excessive weight will not be carried. If you are transporting unusual objects, including but not limited to large boxes, bicycles, surfboards, golf bags, skis or any other items which are not considered standard luggage, these items may incur an additional charge and require a larger vehicle or an additional vehicle. The chauffeur cannot assume responsibility for the handling or maintenance of any baggage or other property.

Pets. The chauffeur reserves the right to refuse the carriage of animals which were not agreed to at the time of booking. This also applies to animals which are not contained in a closed and suitable transport box.

No smoking policy. Smoking is prohibited in the passenger part of the vehicle. If you or any of your passengers ignore this, you are liable to pay not only the cost for the cleaning of the vehicle but also compensate for the loss of business due to the downtime of the vehicle.

Food and beverage consumption. Passengers may not consume food, hot beverages, or open-container drinks inside the vehicle. Sealed bottled water, items required for medical or infant care, and food or beverages pre-arranged and approved by ROLZO are permitted. Chauffeurs may enforce this policy at their discretion. Any additional cleaning or damage resulting from food or beverage consumption will be charged to the passenger. Failure to comply may result in refusal or termination of service without refund.

Lost items. The chauffeur shall not be responsible for any items that are forgotten, left behind, or lost by clients or passengers.

Repair or cleaning Fees. You are responsible for any interior or exterior damage caused to the vehicle by yourself and/or your passengers. You will be charged for the cost of repair for damage to or necessary cleaning of the vehicle.

Availability. The vehicle is subject to availability.

Vehicle allocation. While ROLZO makes every effort to fulfil specific make and model requests, we retain the right to change or allocate a vehicle of a similar or higher category at any time.

Complaints. If you have any complaints regarding ROLZO, we encourage you to inform us as soon as possible but no later than 7 days after the scheduled date of the service. We are committed to finding an amicable solution to any complaint and will carefully investigate each case. Depending on the resolution, we may provide a refund or an account credit. Please note that complaints must be received within 7 days of the rendered service to be eligible for a refund, if applicable.

Acceptance. Your use of the services indicates your acceptance of these Terms and Conditions.