Terms & Policies

Event Transportation Contract Terms

Important Notice

For services exceeding $200.00, a signed contract addendum is required within 72 hours to finalize your reservation. This document outlines detailed terms to ensure clear understanding of our services and your responsibilities.

Payment & Refund Policy

Deposits and Payments

All deposits and payments are NON-REFUNDABLE without written management approval
This includes cancellations due to broken engagements, postponements, significant time changes, or vehicle changes
Full payment is required in advance of pickup (typically 100% deposit upon booking)
Final charges are calculated post-trip and will be emailed after settlement
Additional charges or damages will be charged to the credit card on file or invoiced

Cancellation Policies

Airport Arrivals & Departures

Vehicle Type Cancellation Window Late Cancellation Penalty Sedan or SUV 2 hours prior to pickup 100% charge Sprinter/Transit 24 hours prior to pickup 100% charge Stretch Limo 48 hours prior to pickup 100% charge Mini Bus 72 hours prior to pickup 100% charge

Transfers & Point-to-Point Service

Vehicle Type Cancellation Window Late Cancellation Penalty Sedan or SUV 4 hours prior to pickup 100% charge Sprinter/Transit 24 hours prior to pickup 100% charge Stretch Limo 48 hours prior to pickup 100% charge Mini Bus 72 hours prior to pickup 100% charge

Hourly Reservations (Non-Holiday/Non-Special Event)

Vehicle Type Cancellation Window Late Cancellation Penalty Sedan or SUV 12 hours prior to pickup 100% charge Sprinter/Transit 48 hours prior to pickup 100% charge Stretch Limo 72 hours prior to pickup 100% charge Mini Bus 72 hours prior to pickup 100% charge

Special Events, Weddings, Holidays & Corporate Events

All Vehicle Types:

Cancellations must be received at least 14 days before pickup date
After 14-day window: No alterations or refunds permitted
Cancellations less than 30 days before event: 20% cancellation fee
Cancellations less than 14 days before event: 100% charge (non-refundable)

COVID-19 Exception: If a public event is cancelled by the host or producer due to COVID-19 and we are notified at least 12 hours prior to scheduled pickup, full refund will be provided with no penalty.

Payment Methods

Returned checks incur a $35.00 fee
No checks accepted within 2 weeks of event
Cash payments to chauffeurs are considered additional gratuities and are non-refundable

Chauffeur Gratuities & Service Charges

Understanding Gratuities

Our chauffeurs work to earn gratuities through exceptional service on every trip. These tips are an integral part of ensuring we maintain the most professional, helpful, and friendly chauffeurs in the Houston area.

Suggested Minimum Gratuities

For your convenience, we collect a suggested minimum gratuity on most trips, which:

Eliminates the need for out-of-pocket cash during travel
Simplifies expense reporting with documented receipts
Ensures seamless hospitality for business guests
Varies based on trip rate and client preferences
Remains fully adjustable at the paying client's discretion

Adjusting Gratuities

You may modify gratuity amounts through several methods:

Before Service: Call, email, or text with your reservation number to adjust percentage or amount
Global Changes: Set preferred gratuity percentage for all your trips
Specific Additions: Add specific dollar amounts to individual trips
Cash Tips: Provide additional cash gratuity at point of service

Service Charges

In certain situations, a service charge may apply instead of gratuity:

Out-of-area trips requiring affiliate partners
International trips with compliance considerations
Situations where affiliate agreements specify different gratuity structures

In these cases, Ava Limo Houston ensures minimum gratuity payment to affiliate companies per our partnership agreements.

Important: Any undocumented cash payments to chauffeurs are considered additional gratuities and cannot be credited toward trip fares or adjusted after the fact.

Confirmations & Changes

Confirmation Process

Email confirmation will be sent upon booking - contact us immediately if not received
We may attempt courtesy reconfirmation 24-48 hours before service via call, email, or text
You are ultimately responsible for confirming details and making corrections

Change Policy

Time or date changes require minimum 72 hours notice (21 days during peak periods)
Vehicle upgrades/downgrades require 21 days notice
Address changes within 24 hours (72 hours for group moves) cannot be guaranteed
Changes within 24 hours or during trip may be attempted but cannot be guaranteed
All verbal agreements are void without updated written confirmation

Service Hours & Overtime

Billing Time

Start Time: When vehicle arrives at first pickup location OR scheduled pickup time (whichever is later)
End Time: When last passenger exits OR vehicle returns to Houston (inside Beltway 8), whichever is later
Time billed in hourly increments with 15-minute grace period

Overtime Policy

Non-contracted overtime subject to vehicle availability and premium rates
Vehicle may depart after contracted time if needed for another client
No refunds if vehicle must leave due to scheduling conflicts
15-minute maximum overtime before vehicle must depart for next client

Chauffeur Authority & Responsibilities

Your chauffeur serves as both host and captain with authority to:

Protect human life and property as primary responsibilities
Terminate service for unsafe, illegal, or irresponsible behavior
Refuse to drive on unpaved, poorly maintained, or unsafe roads
Relocate vehicle from unsafe waiting areas

Important: No refunds will be issued if service is terminated due to passenger misconduct, illegal activity, or safety concerns.

Vehicle Policies

Prohibited Activities

No eating in vehicles (minimum $100 cleaning charge)
No smoking in vehicles
No illegal drugs or underage drinking
No vehicle decorating without written management approval

Cleaning & Damage Charges

Food/drink spills: $100 minimum
Vomit/bodily fluids: $250 minimum
Broken/missing glasses: $10 each
Other damages: Actual repair cost plus potential loss of use

Vehicle Capacity & Comfort

Vehicles cannot exceed stated seating capacity
Maximum capacity may affect comfort and cooling
Limited trunk space - excess luggage charges start at $50

Vehicle Specifications

"Limousine" refers to luxury vehicles of various makes, models, and sizes
Specific features and amenities vary by vehicle

Client Responsibilities

Provide clear directions with adequate notice for large vehicles
Reserve parking spaces (35-60 feet) at venues when needed
Maintain cellular phone for communication during service
Check all belongings before exiting (we assume no liability for lost items)
Be familiar with routes if directing chauffeur to unfamiliar locations
Report any issues immediately during service for timely resolution

Service Degradation & Breakdowns

In case of vehicle issues:

Notify our office immediately
If no substitute available, you may terminate service with charges for actual time used
If you choose to continue with degraded service, normal charges apply

Emergency & Force Majeure Policy

Our Commitment to Safety

At Ava Limo Houston, your safety and that of our team members is our highest priority. During emergency situations—including severe weather events such as flooding, hurricanes, or winter ice storms—we strive to maintain service while ensuring everyone's wellbeing.

Important: While we make every effort to fulfill your transportation needs, we strongly recommend postponing non-essential travel during emergency situations for your safety.

What Constitutes an Emergency

Emergency situations include but are not limited to:

Localized or widespread street flooding
Winter ice storms
Hurricane conditions
Other severe weather events
City or state-declared emergencies

Service Modifications During Emergencies

When emergency conditions arise, Ava Limo Houston management reserves the right to implement the following measures:

Cancellation Options

Company-Initiated Cancellation: We may cancel your reservation with as much advance notice as possible, providing a full refund
Customer Cancellation: We will attempt to contact you via phone, email, or text to offer free cancellation
Late Cancellation Fees: Cancellations within 6 hours of service may incur minimum trip charges, as our chauffeurs must prepare well in advance during hazardous conditions

Service Adjustments

During emergency operations, we may:

Operate in modified service mode with adjusted punctuality standards
Implement temporary vehicle and dress code modifications as safety requires
Request pick-up or drop-off at designated safe locations rather than specific addresses
Prioritize out-of-town travelers who lack alternative transportation options

Pricing Modifications

Important Notice: During emergency situations, we may suspend point-to-point pricing and implement hourly rates. This means:

Charges will be calculated from garage departure to return
All travel time, including delays and wait times, will be included
Traffic delays and road closures may significantly impact total costs

Your Responsibilities During Emergencies

If you choose to proceed with travel during an emergency:

Understand that significant delays are likely
Be prepared for modified service conditions
Maintain flexibility regarding pick-up and drop-off locations
Keep your phone available for important updates

Emergency Charges and Refunds

You may be charged if:

You cancel within 6 hours of scheduled service
We cannot reach you due to emergency conditions after dispatch
You secure alternative transportation after we've dispatched a vehicle

Full refunds will be provided for:

Company-initiated cancellations
Customer cancellations made before the 6-hour window
Services we cannot provide due to emergency conditions (when properly canceled)

Flight Diversion Policy

Understanding Flight Diversions

Flight diversions create unique challenges for ground transportation services. When flights are diverted, airline information systems often become unreliable, with sporadic and ambiguous updates that depend on manual airport personnel input. This makes it extremely difficult to manage your pickup efficiently.

Our Standard Diversion Protocol

Due to extensive wait times and unreliable information, our general policy for diverted flights is:

Immediate Cancellation: We cancel service for any diverted flight until we receive passenger confirmation
Passenger Contact: We attempt to reach you via all available phone numbers for updated instructions
Full Refund Option: If we cannot establish contact, we provide full refund for cancelled service

Service Options During Diversions

When you contact us or we reach you, you may choose to:

Option 1: Cancel Service

Receive full refund with no penalties
Arrange alternative transportation independently

Option 2: Maintain Service with Modifications

Important: If you authorize us to wait, the following conditions apply:

Hourly charges will apply for all wait time
Billing calculated from garage departure to return, including all wait time
Point-to-point pricing suspended in favor of hourly rates
Updates to later pickup times may not be possible if less than 2-hour gap

Service Modifications During Diversions

Management reserves the right to implement:

Modified service standards (punctuality, vehicle selection, dress code)
Hourly pricing model for entire trip duration
Multiple pricing/service adjustments as situation evolves

Cost Implications

Critical Notice: Flight diversion situations can result in charges significantly higher than original quoted prices, similar to a taxi waiting in traffic for extended periods. This is due to:

Extensive wait times at hourly rates
Full round-trip garage time charges
Inability to utilize vehicles for other clients

Communication Requirements

Keep your phone available for urgent updates
Respond promptly to our contact attempts
Provide alternate contact numbers when booking
Update us immediately with new flight information

Your Authorization

By proceeding with service during a flight diversion without cancelling, you:

Accept potential significant cost increases
Understand billing will convert to hourly rates
Acknowledge service modifications may apply
Agree to charges even if flight is ultimately cancelled

We understand these situations are beyond anyone's control and will work with you to provide the best possible service within operational constraints.

General Terms

Contract Hierarchy

Where any policy in a signed Contract Addendum differs from reservation terms, the Contract Addendum policy shall supersede.

Authorized Signatories

Contracts must be signed by the person named on the credit card used for reservation.

Policy Updates

These policies may be updated as needed. The most current version will be available on our website.

Contact Information

For questions about reservations, policies, or services, please contact Ava Limo Houston at 832-567-8050 /281-7777-2834 or email us @ adam@avalimohouston.com

By booking our services, you acknowledge that you have read, understood, and agree to these terms and policies.

Last updated: 08/05/2025