Our On-Time Guarantee and service policies
Last Updated: October 2026
The short version
- If your chauffeur isn't at your booked pickup address by your scheduled pickup time, we refund the full fare. Every booking, every vehicle, every city, 24/7.
- Inside meet-and-greet is included at no extra charge on every sedan and SUV airport pickup; for Sprinter vans and buses it is an add-on with a second team member, quoted at booking.
- Complimentary waiting: 45 minutes for domestic flights, 60 minutes for international flights (from actual landing), 15 minutes for non-airport pickups.
- Full refund when cancelled at least 48 hours ahead (sedan and SUV) or 72 hours ahead (Sprinter). No charge if your flight is cancelled. Unless your quote says otherwise, because event pricing and availability can change the window.
On-Time Guarantee
If your chauffeur is not at the pickup address you booked by your scheduled pickup time, we refund the full fare. That applies to every booking, every vehicle and every city we serve, 24 hours a day, 7 days a week.
There is one condition: the guarantee applies to the address and time on your booking. If you change the pickup address or time, the guarantee follows the updated details we confirm with you.
Airport pickups
For airport pickups we track your flight, so your pickup time follows the actual landing time, not the time printed on your ticket. Your chauffeur is waiting when you land and texts you. If they are not there, the full fare is refunded.
How to claim a refund
Contact dispatch with your booking details and we will take it from there.
- Phone: (888) 420-0177
- Email: info@detaileddrivers.com
Inside meet-and-greet, included
Every sedan and SUV airport pickup includes inside meet-and-greet at no extra charge. Your chauffeur waits inside the terminal at arrivals and texts you when you land, so you are not hunting for a car at the curb.
For Sprinter vans, minibuses and coaches, the chauffeur stays with the vehicle, so inside meet-and-greet is an add-on: a second team member meets your group inside the terminal, at an extra cost quoted at booking. Without the add-on, dispatch confirms the meeting point at the vehicle with you ahead of the trip.
Complimentary wait time
Airport pickups include 45 minutes of complimentary waiting for domestic flights and 60 minutes for international flights, starting when the flight actually lands. We track your flight.
Non-airport pickups include 15 minutes of complimentary waiting.
Cancellation policy
Sedan and SUV bookings receive a full refund when cancelled at least 48 hours before the scheduled pickup time. Sprinter bookings receive a full refund when cancelled at least 72 hours before the scheduled pickup time. Cancellations inside the applicable notice period are charged in full. If your flight is cancelled, there is no cancellation charge. These windows apply unless your quote says otherwise: event bookings and high-demand dates can carry a different window because of event pricing and availability, and your quote will state it.
Frequently asked questions
What is the Detailed Drivers On-Time Guarantee?
If your chauffeur isn't at your booked pickup address by your scheduled pickup time, we refund the full fare. Every booking, every vehicle, every city, 24/7.
Does the On-Time Guarantee apply to airport pickups if my flight is late?
For airport pickups we track your flight, so the On-Time Guarantee follows the actual landing time: your chauffeur is waiting when you land and texts you. If they are not, we refund the full fare.
What if I change my pickup address or time?
The guarantee applies to the pickup address and time on your booking. If you change either one, it follows the updated details we confirm with you.
How do I claim an On-Time Guarantee refund?
To claim an On-Time Guarantee refund, contact dispatch with your booking details at (888) 420-0177 or info@detaileddrivers.com.
Is inside meet-and-greet included at the airport?
Every sedan and SUV airport pickup includes inside meet-and-greet at no extra charge: your chauffeur waits inside the terminal at arrivals and texts you when you land. For Sprinter vans, minibuses and coaches, the chauffeur stays with the vehicle, so inside meet-and-greet is an add-on: a second team member meets your group inside, at an extra cost quoted at booking.
How long will my chauffeur wait?
Airport pickups include 45 minutes of complimentary waiting for domestic flights and 60 minutes for international flights, starting when the flight actually lands. We track your flight. Non-airport pickups include 15 minutes of complimentary waiting.
What is the cancellation policy?
Sedan and SUV bookings receive a full refund when cancelled at least 48 hours before the scheduled pickup time. Sprinter bookings receive a full refund when cancelled at least 72 hours before the scheduled pickup time. Cancellations inside the applicable notice period are charged in full. If your flight is cancelled, there is no cancellation charge. These windows apply unless your quote says otherwise: event bookings and high-demand dates can carry a different window because of event pricing and availability, and your quote will state it.
Questions about a booking? Call (888) 420-0177 or email info@detaileddrivers.com.