TERMS OF SERVICE
Unless otherwise agreed to in advance and in writing, the following Terms & Conditions apply. Total charges incurred are billed to the client’s credit card unless invoice arrangements have been made and approved in advance or there is an existing corporate billing account. Emerald Florida Keys LLC (“Emerald”) accepts VISA, MasterCard and American Express credit cards. Checks or cash may also be accepted subject to an authorized credit card guarantee and identity validation for security purposes. Checks may be required to be received in advance in order to clear prior to date(s) services are rendered. New and one-time clients will be required to present their credit card for imprinting. Additional ID verification may also be necessary.
Emerald provides a flat rate for most domestic commercial airport pickups and drop-offs to or from MIA, FLL, or MTH from the Upper Keys area and involving most major airports and metropolitan areas across the US. The commercial airport transfer rate is based upon a pickup and drop-off without any associated delay or waiting time exceeding fifteen (15) minutes. Your vehicle is dispatched according to the flight’s estimated time of arrival as provided to Emerald by each respective airline’s automated system (Emerald is not responsible for delays caused by the airline’s automated system or otherwise). Billing shall revert to the prevailing hourly rate in the event the client is delayed, or the waiting time is exceeded, beyond the allotted fifteen (15) minutes. Rates and terms may be different for private FBO’s or service involving international arrivals.
Emerald may provide point-to-point transfer rates for local pickups and drop offs within the immediate Upper Keys service area. Wait time beyond the fifteen (15) minute “grace” period as well as for extra stops or indirect routing are charged additional, or charges may revert to the prevailing hourly rate. Transfer rates are a function of time, distance and zone locations.
Emerald provides an hourly rate for all other service based on a two (2) hour or more minimum charge. Hourly or “As Directed” services allow for multiple stops and wait time as directed by the client. Vehicle will stay with the client or at their stop locations (as parking availability allows) for the entire rental time. Travel time may be charged on a “garage-to-garage” basis and is made a part of the respective hourly minimums.
CANCELLATIONS & CHANGES
Emerald understands that travel plans can change and cancellations are therefore sometimes necessary and unavoidable. Unless otherwise agreed to or provided in writing, the following applies:
- For regular local service in the Upper Keys (Monroe County) service area including airport transfers to and from MIA and FLL, we accept cancellations on sedan & limo van reservations without a charge forty-eight (48) hours before the scheduled pick-up time.
- For all international travelers or reservations we require a minimum thirty-six (36) hour cancellation notice or as otherwise noted in your confirmation.
- For special events, wedding parties, corporate events, large groups or otherwise customized transportation services we require cancellation notice of at least five (5) business days in advance for there to be no charge or cancellation penalty.
- Any specialty vehicle reservation requires thirty (30) day cancellation notice in advance for there to be no charge or cancellation penalty.
- For all late cancellations, Emerald reserves the right to charge fifty percent (50%) of the quoted trip charge as of the time of cancellation.
- Time changes made with less than the required notice above will still result in additional and possibly full charges. Example: At 1:30pm a requested change in pick up time from 2:00pm to 4:00pm may result in a full charge for the 2:00pm trip and a new charge for the 4:00pm trip.
- As our general customer service policy, Emerald will make every effort to avoid cancellation penalties and accommodate changes in travel plans and schedules which are outside the clients’ control (e.g. rescheduled flights), however given the nature of scheduled transportation services and availability of vehicles Emerald cannot guarantee it will be able to make such accommodations on short notice.
SPECIAL EVENTS & PEAK DEMAND RENTAL TIMES
Special events and peak demand periods both locally and in other markets may dictate premium pricing, higher hourly minimums and in some cases multi-day minimums, additional notice for changes and cancellations. Vehicles are generally in more limited supply for the higher demand and often times supplemental vehicles are required to accommodate this demand. Emerald will always disclose when peak rental rates apply and where possible offer alternatives.
To avoid the full-charge “no-show” fee, if you do not see your uniformed Emerald driver, please call our office immediately at 305-928-2800 or call the cell number of your driver which we provide typically 24 hours in advance via e-mail. We generally include all admin/licensing and/or tolls and parking fees and recommended 20% chauffeur gratuity in the minimum no-show fee for your convenience, however gratuity amount is always 100% at your discretion. You may increase, decrease or have the tip removed entirely. Please advise on the gratuity you wish to pay, if any.
For Point-to-Point & Airport Service, a fee equal to the base fare, wait time, admin/licensing/tolls and recommended chauffeur gratuity (gratuity amount at your discretion), will be charged when the client does not show at the pre-arranged pick-up location.
For Hourly Service, a fee equal to 2 hours of service, admin/licensing/tolls and recommended gratuity (gratuity amount at your discretion) will be charged when the client does not show at the pre-arranged pick-up location.
Again, to avoid no show charges, please call our office locally at (305) 928-8000 or e-mail us at email@example.com. Our dispatcher will immediately direct your driver to you.
Generally we accept new reservations, changes and cancellations by e-mail (firstname.lastname@example.org) with adequate notice. Although we do operate 24/7/365, it is recommended that you verbally confirm any request sent after normal business hours and on major holidays. If your needs require attention in less than eight (8) hours or you’re calling us after normal business hours, please call our office at (305) 928-8000.
Many clients may be dealing direct with one of our staff members and e-mailing them individually. Staff members only have access to their e-mail during their regular office schedule. Although during normal weekday business hours, we can reasonably monitor “out of office” staff e-mail, we are not able to monitor everyone’s individual e-mail around the clock. So for shorter notice requests, always send those requests to email@example.com, not individual e-mail addresses. If that individual staff member is not in the office, your request may not be handled promptly. If you get an “Out of Office” message sent from an individual staff e-mail address, please contact our office by phone at (305) 928-8000 or e-mail us at firstname.lastname@example.org right away for your request to be processed.
We cannot guarantee cancellations, changes or new reservations unless sent to email@example.com with adequate notice.
You should always get an e-mail confirmation of a new reservation, any changed reservation or cancelled reservation. If you do not receive such e-mail confirmation, please contact us right away.
CHAUFFEUR TIP POLICY
It is customary to pay a tip to the driver for services rendered. As a convenience to our clients, a recommended 20% tip that is paid 100% to the driver is added to your charges, unless your corporate agreement states differently. A driver tip is always completely at your discretion and subject to your satisfaction with the driver’s friendliness and level of service. You may increase, decrease or eliminate the tip entirely. Please let us know if you choose to pay tip in a different manner. If you are approving an additional tip being added to the bill, please confirm via signature and/or promptly via e-mail to firstname.lastname@example.org referencing your reservation number, or just give us a call to adjust billing. Drivers understand that all tips must be earned by providing outstanding service to our clients and their guests, and that the actual amount received is always up to the client. As a courtesy to our clients, our drivers will never request, propose or suggest a tip or gratuity.
Emerald and its drivers always prepare in advance to avoid unnecessary delays in arrival time. However road, traffic, accidents and/or weather conditions are often times beyond the reasonable control of the company and the driver. No refunds can be given as a result of late arrivals due to such conditions or other occurrences out of the reasonable control of the company or the driver.
BAGGAGE AND OTHER PROPERTY TRANSPORTED
Emerald cannot assume responsibility for the handling or maintenance of any luggage/baggage or other property, nor for any property left in the company’s vehicles. We will do everything possible to secure and retrieve any belongings left in the vehicle. Please always check thoroughly prior to leaving the vehicle for all your personal belongings.
Emerald reserves the right to refuse to transport persons under the influence of or in possession of illegal drugs, as well as those excessively intoxicated, in the possession of firearms or dangerous substances of any kind, or who are, or are likely to become objectionable to other persons or if the driver feels threatened in any way. Under no circumstances are minors allowed to consume or possess alcohol or illegal substances while in a company vehicle. Client shall not interfere with the driver in the discharge of his/her duty or tamper with any apparatus or appliance on the vehicle. In such instances, services will be terminated immediately and no refunds will be offered.
Excess Cleaning & Damage
If, during or after the transportation service, the company is required to expend an extended amount of time and material to clean the vehicle due to acts of the client or any passenger (i.e., spilling food & drinks, vomiting, prohibited smoking, excessive trash) , the company, at its discretion, will charge client additional fees to cover such expense. Damage to the vehicle in any way caused by actions of the client or any passenger will be charged in full to the client. The minimum clean up fee is $250.Smoking Strictly ProhibitedSmoking in all vehicles is strictly prohibited. Smoking in the vehicle by the client or any passenger will result in an automatic minimum $250 charge. Damage caused by smoking activity will also be charged to the client.
Wait Time (Airport & Point-to-Point Transfers)
For airport arrivals, Emerald offers a 30-minute grace period from the updated arrival time. Thereafter, wait time will be charged at $15 for each additional 10 minute period.For all other transfers, a 10-minute grace period will be granted, thereafter, wait time will be charged at $15 for each additional 10 minute period.Wait time past 30 minutes will revert the trip to hourly minimum pricing.
Stops (Airport & Point-to-Point Transfers)
Extra stops, including extra airline stops are charged a minimum $15 per “en-route” stop and include a maximum 10 minute wait period at the stop. Additional wait time is charged at the prevailing hourly rate in quarter hour increments.
Admin/Licensing Fee – Surface Transportation Charge
A 10% Administrative Fee (formerly known as Surface Transportation Charge (STC) for miscellaneous licensing, insurance and administrative expense calculated on the base fare, stop charges and wait time, will be added to your bill.
Other charges include reimbursement for tolls, parking and airport, licensing and event fees, and client requested incidentals and amenities.
Meet & Greet Services
On request, meet & greet services will be charged at $45 per hour with a 4 hour minimum. The additional charge for an individual airport meet & greet at MIA or FLL is a $60 minimum. Meet & Greet services in other locations will vary by location.
Holiday & Off-Hour Surcharge
A $20 surcharge added to the base fare on transfers, will be charged to your bill on the following holidays and during the hours of 11:59pm and – 5:59am: New Year’s Day, Thanksgiving Day, Christmas Day and Christmas & New Year’s Eve after 5:00 P.M.Premium hourly rates may also apply on these holidays and during these off-hours times, as well as during other premium events and dates.
On occasions that require overnight travel for drivers, onsite coordinators or other client-dedicated staff, lodging and meals should be arranged and provided for by the client. A per diem may be applied in addition to lodging expense.
All Emerald rates, charges and terms are subject to change without notice provided the then prevailing terms of service will always apply to existing reservations.