Service Terms

Carter's Concierge's Service Terms

By placing a reservation with Carter’s Concierge, you acknowledge and expressly agree to the following policies, terms, and conditions and further expressly authorize Carter’s Concierge to charge your credit card in full for all charges relating to your reservation, including, but not limited to, charging your credit card in full for the reservation should you be considered a “no-show”. Service is deemed rendered, whether you enter the vehicle or not when the cancellation period is reached.

Airport Access Fee

Starting April 5, 2021, the Port Authority of New York and New Jersey (Port Authority) will charge all for-hire vehicles (FHVs) an access fee for pick-ups and drop-offs at Newark, LaGuardia, and John F. Kennedy airports. There will be a $2.75 fee for each pick-up and drop-off transfer to these airports.

Commercial Airport Arrival Transfer Wait Time

Carter’s Concierge provides up to 45 minutes of free wait time on domestic airport arrivals and 1 hour of free wait time on international airport arrivals. Free wait time begins from the plane’s confirmed landing time. Wait time will be billed at a rate of $1.25 per minute for Sedans, $2.25 per minute for SUVs, and $3.25 per minute for Shuttle/Limousine/Mini/Coach Bus, plus gratuity, admin fees, and STC.

MEET & GREET inside pick-up concierge service is $50.00 for all airports.

Private Airport Arrival Transfer Wait Time

Carter’s Concierge provides up to 15 minutes of wait time on each FBO airport arrival. Wait time begins from the actual “landing time”. Wait time will be billed at the rate of $1.25 per minute for Sedans, $2.25 per minute for SUVs, and $3.25 per minute for Shuttle Transit or Sprinter Van/Limousine/Mini/Coach Bus, plus gratuity, admin fees, and STC.

Update of Airport Transfer Arrival Times

Carter’s Concierge updates all flight arrival times when a correct flight number or tail number is provided.

The updates are only as reliable as the information provided by the Airline or Airport.

Cancellations Due to Airport Canceled or Diverted Flights

If your flight is canceled or diverted by the airline and our chauffeur has been dispatched for your arrival, Carter's Concierge offers two options for your ground transportation booking:

1. Credit to Your Account:

  • A full credit will be issued to your account for future use. This credit can be applied to any future booking with Carter's Concierge and does not expire.

    2. Refund:

  • If you prefer a refund, please note that up to a $150 cancellation fee will be deducted from the total amount paid. This fee covers the driver's wait time and any associated costs incurred by the company.

    How to Request:

    To request a credit or refund, please contact our customer service team within 24 hours of the flight cancellation or diversion. Provide your booking details and preferred option.

    Conditions:

  • This policy applies only to cancellations or diversions caused by the airline and not to changes or cancellations made by the customer for other reasons.

  • The $150 cancellation fee is non-negotiable and will be applied to all refund requests related to airline-caused cancellations or diversions.

    Additional Notes:

  • Credits issued to your account are non-transferable and cannot be redeemed for cash.

  • Refunds, minus the cancellation fee, will be processed within 5-7 business days of your request.

By booking with Carter's Concierge, you agree to the above terms regarding cancellations due to airport-related flight changes.

Cancellation Policy

Cancellations are accepted via phone only, at (646)-901-6582. Sedan/SUV cancellations require 24 hours’ notice before the scheduled pickup time.  Transit or Sprinter Vans require 72 hours’ notice, and Limousine, Mini/Coach Buses require a 7-day notice to avoid FULL FARE CHARGES on your reservations please note:

  • Cancellations made within the specified cancellation period are subject to our cancellation policy, and refunds may be issued per our refund policy.

  • Failure to cancel within the specified timeframe may result in the full charge for the booked services.

Refund Policy

If a reservation is canceled within the designated cancellation policy period, you are eligible for either:

  1. Account Credit: A full credit will be issued to your account, which can be used for any future booking with Carter's Concierge. This credit does not expire and is non-transferable.

  2. Full Refund: A full refund will be issued to the original payment method used at the time of booking.

    How to Request:

    • To request a refund or account credit, please contact our customer service team after canceling your reservation. Provide your booking details and preferred option for processing.

    Processing Time:

    • Account credits will be applied immediately upon request.

    • Refunds to the original payment method will be processed within 5-7 business days of your request.

    Conditions:

    • This policy applies only to reservations canceled within the allowed cancellation period as stated in your booking confirmation.

    • Cancellations made outside of the designated cancellation period may be subject to fees or may not be eligible for refunds or credits.

By booking with Carter's Concierge, you agree to the terms of this refund policy regarding reservations canceled within the cancellation policy period.

Change Policy

Carter’s Concierge requires that all modifications to the reservation be made via phone at least 4 hours before the scheduled pick-up time. If a change cannot be accommodated and results in a cancellation you will be charged full fare including gratuity for the trip. Changes cannot be made with our Chauffeurs. All changes must be made with a Reservation Specialist by calling (646)-901-6582.


Hourly Reservations and Posted Minimums

Hourly reservations are billed at the number of hours you ordered the vehicle for. A Minimum of three (3) hours is required for Sedan/SUV, Shuttle Transit, and or Sprinter Vans, and Five (5) hours minimum requirement for Limousine, Mini, and Coach Buses. If the vehicle(s) time is extended it is billed in one (1) hour (60-minute) increments thereafter.  The minimum hourly requirements are firm and cannot be adjusted.

Base Travel Time

For base-to-base travel time, Carter's Concierge operates on a fair and transparent service term. Our base-to-base travel time refers to the time it takes for our luxury vehicles to travel from our designated base to the pick-up location, and from the drop-off location back to our base. This travel time is calculated to ensure our vehicles are positioned efficiently and ready to serve our clients promptly.

The base-to-base travel time is included in the overall service duration for each reservation. It is important to note that the base-to-base travel time is determined based on the most direct and efficient route as per our experienced dispatch team's assessment. Factors such as traffic conditions, road closures, or unforeseen circumstances beyond our control may impact the actual travel time.

Lost or Damaged Items

Carter’s Concierge is not responsible for items that are left in the vehicle, lost, or damaged. Carter’s Concierge reserves the right to charge a delivery fee for returning lost items if found. The rate will be equal to the rate of an Airport Transfer to your location plus 20% chauffeur gratuity and any applicable fuel fees and tolls.

No-Show Policy

On all reservations, you will be considered a “no-show” at 1 hour past your scheduled pick-up time. If you have not contacted your chauffeur or contacted Carter’s Concierge by phone, you will be charged in full for the reservation. To avoid being charged as a “no-show”, do not leave your location without contacting Carter’s Concierge by phone.

Payment Terms

Payment terms to cover all Sedan, SUV, Transit or Sprinter Vans, Limousines, and Mini Coach Buses.

1. Booking Confirmation and Payment:

a. By booking our ground transportation services, you agree to pay the specified amount at the time of booking.

b. Credit cards provided during the booking process will be charged immediately to confirm and secure your reservation.

c. All prices are quoted in the currency specified and include applicable taxes and fees.

2. Payment Methods:

a. We accept major credit cards, including Visa, MasterCard, American Express, and Discover.

b. Debit cards and other payment methods may be accepted at our discretion.

3. Authorization and Verification:

a. By providing your credit card information, you authorize Carter's Concierge to charge the total amount due for the specified services.

b. Carter's Concierge reserves the right to verify the provided payment information and may request additional verification if necessary.

 All charges, including gratuity, admin fees, and STC, that are billed to your credit card are subject to additional charges (wait times, hourly/as-directed time overages, parking, etc.) upon completion of your trip with Carter’s Concierge.

Point-to-Point Transfers

Carter’s Concierge provides up to a 15-minute grace period at pick-up before wait time charges apply at the per-minute rate of the vehicle + 20% gratuity billed to all additional wait time charges. Point-to-point transfers include all Return Airport Transfers, Cruise Port Transfers, Point A to Point B Transfers, and all non-hourly reservations. Below is an example of waiting time charges:

  • 0 – 15 minutes: No Charge

  • After 15 minutes,

    • $1.25 per minute is charged for Sedan

    • $2.25 per minute for SUV

    • $3.25 per minute for Shuttle Transit or Sprinter Van/Limousine/Mini/Coach Bus

Additional Stops

Charges for Additional Stops are generally $20-$25 depending upon the distance traveled. Typically, stops within the same suburban town are $20 each, and stops at other towns along the way are $25. The base rate charged will be that of the furthest town with the intermediate stops charged accordingly. Stops within NYC are $20-25 depending upon distance. Stops in another county or borough will be charged based on the actual service. Time spent waiting at additional stops will also be charged as waiting time. There is no grace period and waiting time starts the minute the driver arrives at the stop.

NYC Congestion Toll Policy:

Effective January 5, 2025 as per local regulations, all trips that pass through or begin/end in designated congestion pricing zones within New York City are subject to the applicable NYC Congestion Toll. The fee is $9 to enter Manhattan below 60th Street between 5:00 a.m. and 9:00 p.m. on weekdays and from 9:00 a.m. to 9:00 p.m. on weekends. This fee is mandated by local authorities and will be added to the final fare. Carter’s Concierge does not control this charge and is required to pass it on to customers. By booking a service with us, you acknowledge and agree to this additional fee.

Trips to/from Manhattan below 14th Street are an additional $20 added to the base rate.

Peak NYC Traffic Surcharge:

Please take note that between the hours of 3 pm and 7 pm daily, there will be a peak traffic surcharge of $40 applicable to all journeys within New York City and to and from the NYC-area airports, including LaGuardia (LGA) and John F. Kennedy (JFK). This surcharge is necessary due to the increased congestion during these peak hours, which may impact travel time and necessitate additional resources to maintain our commitment to timeliness and comfort. We appreciate your understanding and cooperation in adhering to these service terms as we strive to provide you with the utmost level of luxury and convenience.

Rate Changes

All Rates are subject to audit after order completion. This audit includes actual tolls, parking fees, additional stops, etc. Hourly jobs are billed the number of hours you ordered the vehicle for, then in one (1) hour increments (60 Minutes), thereafter. The minimum posted number of hours is only the minimum number of hours we will accept an order for not the final charges which will be based on the actual time used. Carter’s Concierge reserves the right to change rates at any time without notice.

Carter’s Concierge rates are billed, including, applicable fees and tolls, 10% STC and a 20% suggested chauffeur service charge. If you choose to provide an additional cash gratuity it is at your sole discretion and would be in addition to the suggested 20% you have already paid for. You will not receive a full or partial refund for the 20% gratuity by providing a cash tip to the chauffeur.

STC Surcharge

STC is a 10% charge on the base fare (flat, hourly, and waiting) to support a variety of overhead expenses.

Early Morning Surcharge

Trips that are scheduled for pickup between 11:45 pm and 5:45 am incur an additional $35.00 flat fee. This fee goes entirely to the chauffeur.

HOLIDAY SURCHARGE

Trips on the holidays listed below incur an additional $50.00 flat fee that goes entirely to the chauffeur:

  • New Year’s Day

  • Memorial Day

  • Independence Day (July 4th)

  • Labor Day

  • Thanksgiving Day

  • Christmas Eve (starting at 4 pm)

  • Christmas Day

  • New Year’s Eve (starting at 4 pm)

Additional Surcharges

All out-of-pocket charges, including, but not limited to round trip road tolls, parking, airport fees, and luggage carts will be billed to the client.

Booster Seats

Carter's Concierge provides Booster seat(s) upon request, at an additional charge of $20.00 for each seat. We also offer a storage option for infant and toddler car seats that the client supplies, for a charge of $20.00 for each car seat.

Termination of any reservation by Carter’s Concierge

Carter’s Concierge LLC reserves the right to terminate any reservation without refund if the Operator or the Carter’s Concierge LLC Dispatcher on duty feels that the Renter and or Party of the Renter is putting the Operator or the mode of transportation or the Renter and or Party of the Renter in danger of injury. There is no smoking of any kind including, Vape Pens or E-Cigarettes, alcohol, illegal material, or illegal substances in any of the vehicles. All client packages are subject to search by our driver. Additionally, if the renter and or party of the renter are in possession of any Vape Pens or E-Cigarettes, alcohol, illegal material, or illegal substances, Carter's Concierge LLC has the sole right to terminate the ride and absolutely no refunds will be given. The passengers will be dropped off at either the pick-up location or the drop-off location. The ride will be terminated immediately and the full amount of the reservation will be charged. This is without exception.

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

Carter’s Concierge is not responsible for Acts of God, Acts of Mother Nature, and or circumstances that are beyond our control including, but not limited to traffic congestion, accidents, flight delays, weather delays, or road closures.

Vehicle Damage/Cleaning

The party paying for the Reservation is responsible for all damages and or cleaning charges incurred by the renter and or party of the renter, including but not limited to Vomit/Sickness ($300/Incident for Cleaning Fee), Beverage Spillage ($250/Incident for Cleaning Fee), Broken Glassware ($50/Replacement Set), Burns ($500/ Incident for Replacement or Repair), Upholstery Tears ($500-1,000/Incident for Replacement or Repair) and/or Opening a Car Door into another Vehicle or Stationary Object ($1,500-2,000/Actual amount will be billed per the Repair Fee and time out of service for the vehicle).

Vehicle Request Policy

Carter’s Concierge reserves the right to upgrade or change a vehicle request to accommodate a client’s reservation at no charge to the client if deemed necessary by Carter’s Concierge.

Updated January 2025