Refund & Cancellation Policy

1. Overview

Singh Car Service operates two cancellation windows depending on the vehicle category you booked. The reason is operational: a Mercedes E-Class booking that cancels 20 hours before pickup can usually be reassigned to another customer. A 20-passenger stretch limousine or a Mercedes Sprinter minibus cannot. Larger and specialty vehicles are sourced or held from a smaller pool and often blocked for your specific date.

This policy applies to all bookings placed through singhcarservice.com, our mobile applications, our customer support team, or through corporate travel bookers. It applies across our operations in the United States, United Kingdom, France and Japan, with regional currency and refund-timing variations noted below.

Corporate accounts may have modified terms in their signed agreement. Where a corporate agreement conflicts with this public policy, the corporate agreement applies to that account.

2. Standard vehicles (24-hour cancellation policy)

The following vehicles are covered by the 24-hour cancellation window:

• Mercedes E-Class
• Mercedes S-Class
• Mercedes Maybach S-Class
• Mercedes V-Class (standard and Extra Long)
• Executive SUVs (Cadillac Escalade, Mercedes GLS, BMW X7)
• Tesla Model S, Tesla Model X

2.1 Cancellation windows and refund amounts

3. Large and specialty vehicles (72-hour cancellation policy)

The following vehicles are covered by the 72-hour cancellation window because they are sourced from a smaller inventory and typically blocked for your specific booking date:

• Mercedes Sprinter (all configurations, 8 to 16 seats)
• Minibus (19 to 29 seats)
• Coach (30, 50, 57 seats)
• Lincoln Town Car stretch limousine (8 passengers)
• Lincoln Navigator stretch SUV (10 passengers)
• Chrysler 300C stretch limousine (10 passengers)
• Hummer H2 stretch limousine (14 passengers)
• Rolls-Royce Ghost
• Rolls-Royce Phantom
• Rolls-Royce Cullinan
• Bentley Flying Spur
• Bentley Bentayga
• Vintage and classic wedding cars (Citroën DS, Cadillac, etc.)

3.1 Cancellation windows and refund amounts

4. Modifications vs cancellations

A modification is a change to an existing booking (time, pickup location, drop-off location, vehicle type, passenger count). Modifications are treated differently from cancellations.

4.1 Free modifications

The following changes are free at any time before pickup, subject to availability:

• Pickup or drop-off address (within the same city zone)
• Passenger count (within the same vehicle capacity)
• Flight number and arrival time update (for airport transfers)
• Special requests (child seat, water preference, quiet drive)
• Pickup time change within 2 hours of original time

4.2 Modifications that may be treated as cancellation

The following changes may trigger the cancellation window rules if made within the window:

• Pickup time change of more than 2 hours (may require re-dispatch)
• Pickup date change (this is a re-book, not a modification)
• Vehicle downgrade or upgrade (subject to fare difference)
• City change (e.g., moving a Paris booking to London)

If a modification is made outside the cancellation window, no fee applies. Within the cancellation window, the change is treated as a cancellation of the old booking and creation of a new one at the current rate.

5. No-show policy

A no-show is when the passenger does not appear at the confirmed pickup location within the wait period included in the booking. The wait period is:

• Airport pickups: 60 minutes after flight lands (tracked in real time)
• Hotel and address pickups: 15 minutes after scheduled pickup time
• Train station pickups: 30 minutes after train arrival
• Private jet pickups (FBO): 30 minutes after wheels-down

If you cannot be located after the wait period, the booking is marked as a no-show. The full booking amount is charged. Additional wait time beyond the included window (if requested and approved) is charged at €25 per hour for standard vehicles and €50 per hour for large vehicles.

6. If we cancel or fail to deliver

If Singh Car Service cancels your booking or fails to deliver the service due to reasons within our control, you are entitled to:

• 100 percent refund of the booking amount
• Reimbursement of reasonable alternative transport costs (taxi, ride-share, train) up to the value of the original booking
• For airport transfers where our failure caused a missed flight: reimbursement of documented flight change fees up to a maximum of €500 per booking

To claim reimbursement, submit receipts to refunds@singhcarservice.com within 30 days of the affected booking.

Reasons within our control include: chauffeur no-show without valid cause, vehicle breakdown without timely replacement, dispatch error, incorrect vehicle sent.

7. Weather, strikes and force majeure

Some events are outside anyone's control. In cases of force majeure the standard cancellation windows are relaxed and full refunds are provided:

• Airport closure due to weather (snow, fog, storms)
• Transport strikes affecting the pickup or drop-off zone
• Government-imposed travel restrictions
• Natural disasters
• Civil unrest or security incidents affecting the route
• Flight cancellation by the airline (with documentation)

Force majeure cancellations are refunded in full regardless of the notice period. Submit the reason with supporting documentation (airline notice, official strike declaration, weather advisory) at the time of cancellation.

8. Flight delays and airport pickups

All airport transfer bookings include real-time flight tracking. If your flight is delayed:

• The chauffeur adjusts pickup time to match your actual landing time at no extra charge
• 60 minutes of complimentary wait time from the moment your flight lands is included
• Extended wait beyond 60 minutes is charged at €25 per hour for standard vehicles, €50 per hour for large vehicles

If your flight is cancelled by the airline and you need to cancel or reschedule the transfer:

• Full refund with airline cancellation confirmation
• Free rescheduling to a new date and time (subject to availability)
• Credit for a future booking (valid 12 months)

9. Weddings and multi-vehicle events

Wedding bookings and multi-vehicle event packages follow a deposit-based structure defined at booking. Standard terms:

Rescheduling to a different date is possible without deposit forfeit if requested more than 30 days before the original date and the new date is within 12 months. Rolls-Royce Ghost, Bentley Flying Spur, Rolls-Royce Phantom and vintage vehicles are subject to availability on the new date.

10. Corporate accounts

Corporate accounts follow the same cancellation windows as retail bookings (24 hours for standard vehicles, 72 hours for large and specialty vehicles). Volume-based accounts with more than 100 bookings per month may negotiate modified windows in a signed corporate agreement.

Where a signed corporate agreement conflicts with the public policy on this page, the corporate agreement applies to that account. Contact your account manager for the specific terms of your account.

11. Refund processing and timing

Approved refunds are processed to the original payment method within the following timeframes:

Timing depends on your card issuer or bank. Singh Car Service issues the refund promptly after approval; the delay is on the receiving side. For refunds not received after 10 business days, contact refunds@singhcarservice.com with your booking reference and we will trace the payment.

12. Currency and exchange

Refunds are issued in the currency of the original charge. If your card issuer converted the original charge (for example, a US card charged in EUR for a Paris booking), the refund is issued in EUR and your issuer converts it back to USD at the exchange rate on the refund date. This may result in a small amount lost to exchange fluctuation, which is beyond our control.

Where you paid via a multi-currency corporate account, refunds credit the same currency line on your invoice.

13. Chargebacks and disputes

If you have a concern about a charge, contact us at refunds@singhcarservice.com before opening a chargeback with your bank. Most disputes can be resolved directly and faster than the chargeback process.

Chargebacks initiated without prior contact with us are contested with documentation of the booking, chauffeur GPS logs, and communication records. Chargebacks lost by the customer may result in account closure and inability to book future services.

If a chargeback is upheld in your favor after we have already issued a partial or full refund, you may be liable to return the duplicate amount.

14. Deposits and prepayments

Some bookings require a deposit at the time of confirmation:

• Weddings: 30 percent deposit, non-refundable, balance due 14 days before the event
• Rolls-Royce and Bentley bookings: 30 percent deposit, non-refundable
• Multi-vehicle events (5 or more vehicles): 25 percent deposit, non-refundable
• Multi-day packages: 25 percent deposit, non-refundable
• Peak-season bookings (Fashion Week, Christmas, New Year): 25 percent deposit, non-refundable

The deposit is applied to the total booking value. Non-refundable means the deposit is not returned if the customer cancels, regardless of notice period. If Singh Car Service cancels or fails to deliver, the deposit is refunded in full.

15. How to cancel or request a refund

To cancel a booking or request a refund, use any of the following channels:

• Log in to your account at singhcarservice.com and cancel from the booking page
• Email refunds@singhcarservice.com with your booking reference number
• Call our 24/7 support line at support@singhcarservice.com
• Reply to your original booking confirmation email
• Contact your dedicated account manager (corporate clients)

Cancellation is effective from the moment your request is received, timestamped by our system. Verbal cancellations to a chauffeur do not count; use one of the channels above so the cancellation is recorded.