Asia Car Service Policies

Wait Time

We provide up to 60 minutes of free wait time (up to 45 minutes on domestic arrivals) on each airport international arrival transfer for the client to deplane, pick-up luggage and clear customs. If the client does not meet the driver or call us within 60 minutes (45 minutes for domestic arrivals) of the plane landing we will consider the client a “no-show” and the client will be charged in full for the reservation.

For hotel pick-ups 15 minutes free wait time is provided.

Extra waiting time needed beyond the free wait time period will be billed for an additional hour of service at the hourly rate or extra hour rate, provided at the time of booking.

No-Show Policy

On all reservations the client will be considered a no-show after the free wait time has elapsed. If the client has not met the driver or contacted us by phone, the client will be charged in full for the reservation (100% of the service total). To avoid being charged as a no-show, the client cannot leave his or her location without contacting our bookings office.

If the client experiences difficulty locating the driver, the client can contact our bookings office via the contact information provided in the email confirmation and on our website. Leaving the pick-up location without notifying us will result in a no-show fee.

Changes and Cancellations

We understand changes or cancellations to travel plans can be abrupt or without reason. Changes or cancellations for all trip reservations must be submitted to our bookings office via the contact information provided in the email confirmation and on our website. All changes and cancellations will be confirmed immediately by our team via email reply.

Cancellation Policy

Cancellation policy will be advised in email confirmation upon receipt of your booking request.  We accept cancellations by email at bookings@asiacarservice.com. 

Car Service with Business Sedan, Minivan/MPV or Van:  For general bookings with business sedan, minivan / mpv or van, a cancellation made more than 24 hours before the scheduled service start time will not incur any charge.  A cancellation made less than 24 hours before the scheduled service start time will be charged in full (100% of the service total).    

In several locations including China Mainland, Hong Kong SAR, Singapore, and Taiwan, a cancellation made less than 24 hours before the scheduled service time will be charged 50% of the service total, and a cancellation made less than 12 hours before the scheduled service start time will be charged in full (100% of the service total). 

Car Service with Luxury Vehicle (e.g. Mercedes S-Class / V-Class / Sprinter), Minibus or Coach Bus:  Luxury vehicle, minibus or coach bus service cancellation made more than 48 hours before the scheduled service start time will not incur any charge. A cancellation made less than 48 hours before the scheduled service start time will be charged in full (100% of the service total).  In some locations including Vietnam and Japan, an extended late cancellation period for minibus and coach bus up to 7+ days may apply. 

Airport Premium Services:  Airport Meet and Assist, Airport VIP Fast-Track or Airport Lounge service cancellation made more than 48 hours before the scheduled service start time will not incur any charge. A cancellation made less than 48 hours before the scheduled service start time will be charged in full (100% of the service total).  In some locations, an extended late cancellation period up to 72+ hours may apply. 

Special Event Period & Group Services:  For all special non-general bookings, including service during major local event period and service involving multiple vehicles and/or multiple days, custom cancellation policies may supersede the standard cancellation policies detailed above.  If applicable, the custom policies will be advised to the client before confirming the booking and will be noted in the email booking confirmation.  Cancellation policy will be advised in email confirmation upon receipt of your booking request. 

Change Policy

Any requested change to a confirmed service should be submitted as early as possible, at least 12 hours before the scheduled service start time (at least 24 hours before scheduled service time for events). Change requests are to be made with our bookings office and cannot be made with drivers directly.  Change requests will be accommodated to the best of our ability.  If a change request cannot be accommodated to the client’s needs and results in a cancellation, the client will be charged in accordance with our cancellation policy terms.

Vehicle Request Policy

We reserve the right to upgrade a vehicle request to accommodate a client’s reservation at no charge to the client if deemed necessary by us.

Rates & Billing

All rates are subject to audit after order completion; to include actual tolls, parking fees, additional stops, extra time beyond time allotted, extra distance beyond distance allotted, service during late night time period, and additional waiting time beyond free waiting time allotted. Extra hours are billed for the number of hours above what the client ordered the vehicle for at the time of booking, in 1 hour increments. Extra kilometers are billed for the number of kilometers above the kilometer limit included in the service, in 1km increments.

All applicable charges for the service will be presented to the client at the time of quotation and booking confirmation, according to the service itinerary provided in advance of service. Any itinerary change by the client during service, which incurs additional charges, will be billed accordingly. Applicable charges as a result of itinerary change will be presented to the client at the time of change.

For transfer service, extra waiting time needed beyond the free waiting time period will be billed at the hourly rate (or extra hour rate). Pickup time after the late night service period, if applicable, will be charged a flat fee. Additional stops will be charged a flat fee. Extra wait time hourly rate and late night service fee will be provided at the time of quotation and booking confirmation.

For hourly hire service, including half day and full day hire, the minimum posted number of hours is only the minimum number of hours we will accept an order for, not what the client will be billed for. Extra hours are billed at the hourly rate (or extra hour rate) for the number of hours used above what the client ordered the vehicle for at the time of booking, in 1 hour increments. Extra kilometers are billed for the number of kilometers for actual travel distance used above the kilometer limit included in the service, in 1km increments. Pickup time during the late night service period will be charged either a flat fee or hourly fee. Travel to areas out of downtown, including the airport, may be subject to additional fees. Extra hour rate, extra kilometer rate, late night service fee, and any additional fees for travel outside of downtown area will be provided at the time of quotation and booking confirmation.

Rates are inclusive of taxes. Gratuity is not required and can be provided to the driver directly at the client’s sole discretion.

Quotes will be provided upon request. All quotes provided are to be considered as estimates only, and actual charges will be determined upon the completion of the service.

Out of Pocket Surcharges

All out of pocket charges, including, but not limited to: road tolls, parking, port fee, airport fees, carts, child safety seats, greeter fee, driver meal, driver entrance tickets to restricted areas, and special requests will be billed at cost to the client. All applicable surcharges for service will be presented to the client at the time of quotation and booking confirmation.

Event & Local Holiday Period Surcharges

Rates may be subject to increase during peak demand event periods and local holidays. All applicable increases in rates for service during applicable dates will be presented to the client at the time of quotation and booking confirmation.

Payment Methods

We accept credit cards (Visa, MasterCard and American Express), PayPal, AliPay, and WeChat Pay. Payment by Paypal, Alipay and WeChat Pay require pre-payment of the service amount. Payment via cash or wire transfer is by arrangement. For payment in cash prior notice is necessary. Change will be given in local currency only. Cash payments still require the client’s credit card details to secure a booking.

For credit card payment, prior to service the client’s credit card will be pre-authorized in the service amount in order to secure the booking. The client’s card will only be charged after the service is complete according to the actual service provided.

A receipt will be emailed to the client after the service is complete.

Affiliate Service Policy

We utilize, at our own discretion, affiliate service providers to provide limousine and ground transportation services as requested by our clients.

Vehicle Images

Vehicle images listed on our websites may differ from the actual vehicle; all our affiliated vehicles are late models and well maintained.

Lost or Damaged Items

We are not responsible for loss or damage to passenger’s personal luggage or any personal belongings left in the vehicle. We reserve the right to charge a delivery fee for returning lost items if found. We will assist with luggage at a client’s request, but assume no liability for doing so.

Passenger Behavior 

Passengers are not permitted to smoke in any Passenger Vehicle (including using Electronic cigarettes). Violating this policy will result in additional charges, including compensation for the loss of business due to vehicle downtime (minimum 1 full day hire fee), as well as the cost of the cleaning and any other damage incurred.   

Smoking in passenger vehicles is also prohibited by law in many countries, and any regulatory penalties that occur will be the liability of the passenger.

Passengers shall not consume alcohol in any Passenger Vehicle and we and the Driver reserve the right to decline carriage to any Passenger and/or require a Passenger to alight from a Passenger Vehicle who, in our opinion, is intoxicated.

All Passengers are required to use seatbelts at all times.

We may charge reasonable repair or cleaning charges plus a fee representing loss of earnings for the Driver in the event of spillages in or in the event that any Passenger vomits in, or otherwise soils, contaminates or damages a Passenger Vehicle.

Service Details Accuracy

For all requested and reserved services, the client is required to provide us accurate and complete service details, including but not limited to pick-up and drop-off points, service dates and times, quantity of passengers and luggage, contact telephone and email.  We take no liability or responsibility for problems with service that arise from inaccurate or incomplete information provided, and service charges will apply as per our Rates & Billing Policy, Cancellation Policy, Change Policy and No-Show Policy.

The client agrees to indemnify and keep us fully indemnified from and against any direct and indirect losses, claims, expenses, damages or liability whatsoever incurred or suffered by us as a result of the negligence, acts or omissions or default under the Contract by the Customer, or its employees, agents or subcontractors or any Passengers.

Child Safety Seats

Child seats are the responsibility of the parents or guardians of children travelling. Parents and guardians travelling are responsible for providing, installing and using the child safety seats, in accordance with local laws and regulations.  Accordingly, Asia Car Service does not provide child safety seats as a policy.  

We may be able to accommodate a child seat special request, though it is understood  that in such cases we do not take responsibility for car seat related issues; the parents or guardians travelling are responsible for seat inspection, installation and independent assessment in deciding whether or not to use a provided car seat.

Uncontrollable Acts, Acts of God and/or Acts of Mother Nature

In no event will we or our affiliate service partners, be liable or responsible for damages of any kind caused by any delay in performance or failure to perform, caused by circumstances beyond its control, including but not limited to, weather, natural disaster, traffic congestion, accidents, flight delays, road closures, act of God, act of war or terrorism, act of any public authority or sovereign government.

In-Vehicle Complimentary Wi-Fi

Many of our vehicles offer passengers complimentary In-Vehicle access to Wi-Fi. Any passengers who utilize the complimentary in-vehicle Wi-Fi understands and agrees that there are significant security, privacy and confidentiality risks inherent in accessing or transmitting information through the Internet, whether the connection to the Internet is facilitated through wired or wireless technology. These security issues range from interception of transmissions, loss of data, or the introduction of viruses or other programs that can damage your device or network. Accordingly, all passengers agree that Asia Car Service, its subsidiaries, affiliates, parents, owners, investors, and insurers will not be liable for any interception of transmissions, loss of data, file corruption, hacking or damage to your computer or network that results from the transmission or download of information or materials through the service.

Effective: 20 May 2018

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