PLEASE READ THE TERMS AND CONDITIONS CAREFULLY. THE TERMS AND CONDITIONS (“AGREEMENT”) CONSTITUTE A LEGAL AGREEMENT BETWEEN YOU AND QUINTIVEL, LLC (“WE,” “US,” “OUR,” OR “QUINTIVEL”). BY USING OUR SERVICE, YOU AGREE TO THESE TERMS.
NOTE: If you are experiencing any issues during your ride, please report them immediately to (833) 666 - 2939. If you do not report these issues during the ride, we won’t have the chance to fix them and make it better.
1. Ride Estimates on Reservation Confirmations
1.1 Ride Estimates
The charges contained in the Reservation Confirmations are intended as a good faith estimate of the costs involved based on the information known to us at the time of the reservation. If you modify your trip, add stops, pass your grace period, add mileage, finish in a city that causes us more than 30 minutes travel time to our original city and it is not stated in your reservation that is included, charges may apply, please note this last part is for charters that are not hourly and if hourly it was not fully disclosed to us that it was an intercity transfer.
2. Billing
2.1 Billing Terms
All rides will be billed in US dollars. Hourly billing starts from the time the vehicle leaves the garage and ends when the vehicle returns to the garage. In all cases, parking and tolls are additional, where applicable. Further, all airport transfers are for trips within the city limits only. Any travel outside of a city is an hourly charge with the same terms and conditions as set forth above.
3. Cancellations
3.1 Cancellation Policy
Vehicles with up to 6 passengers must be canceled at least 48 hours to your service for a full refund.
For vehicles between 8-18 passengers, the cancellation must be done 15 business days prior to your service for a full refund.
Vehicles with 19+ passengers must be canceled 30 business days prior to your service for a full refund.
Reservations can only be canceled via email at concierge@quintivel.com. If you cancel your trip after the cancellation terms, no refund will be issued.
All vehicles with an original MSRP value of $100,000.00 USD or more require a 30 business days cancellation.
Refunds might take up to 7-15 working days to be completed.
For reference on vehicle MSRP please visit KBB.COM
Cancellation policies do not apply to special events, including but not limited to Formula 1, Tennis Opens, golf tournaments, Super Bowls, the Waste Management Open, TPC events, or any other high-demand events. Reservations for these events are non-refundable, unless otherwise specified at the time of booking.
Non-Negotiable Cancellation Period: Clients must effectuate cancellation no later than the specified time in clause 3.1 prior to the scheduled provision of services.
Mandatory Procedure for Cancellation: Cancellations must be communicated via concierge@quintivel.com within the stipulated timeframe. Failure to comply with this procedure constitutes a breach of the contractual terms agreed upon at the time-of-service engagement.
Refund Mechanism: Refunds for cancellations adhering to the aforementioned terms will be processed within 7 to 15 business days, subject to the deduction of applicable fees and charges.
3.2 Cancellations Processing Fee
If a client requests to cancel a reservation, a 5% processing fee will not be refunded from the total amount of the sale.
By accepting and completing the ride, the client acknowledges satisfaction with the service provided. No refunds will be issued once the ride has been completed, regardless of any claims of dissatisfaction or service-related issues.
If the client fails to present a valid government-issued ID at the time of pickup, the ride will not be provided, and the booking will be considered canceled. No refund will be issued in such cases.
4. Policy on Bank Disputes / Charge-Offs
4.1 Compulsory Direct Resolution
The client is obliged to seek resolution with Quintivel LLC before initiating any bank disputes or charge-offs.
4.2 Repercussions of Unjustified Disputes
(Service exclusion, legal proceedings, and credit score language remains unchanged.)
4.3 Necessity of Transparent Communication
By engaging with Quintivel LLC, the client consents to resolve any disputes through direct communication.
4.4 Credit Card Chargebacks / Disputes (Additional Terms)
By using our service, you agree that you will not dispute any debit or credit card transactions without first working with Quintivel to resolve any issues during the ride. All issues must be addressed during the service period by calling dispatch at (833) 666-2939 or emailing concierge@quintivel.com, allowing us the opportunity to correct them.
If a dispute or chargeback is initiated, Quintivel will formally challenge the dispute. A fixed dispute challenge fee of $500.00 may be billed to the credit or debit card used for the reservation. For disputes exceeding $100.00, Quintivel reserves the right to initiate a small claims court action.
5. Acknowledgment and Agreement
By availing services from Quintivel LLC, the client explicitly agrees to the terms and conditions set forth herein.
5.1 Delivered Service Acceptance
Upon completion of the scheduled transportation service, the client acknowledges that the service has been rendered in accordance with the reservation details unless any service-related concern was reported to Quintivel during the service period by contacting dispatch at (833) 666 - 2939 or emailing concierge@quintivel.com.
Because transportation services are time-based and cannot be returned once performed, the client agrees that any concerns regarding vehicle condition, chauffeur professionalism, routing, timing, or overall service experience must be communicated during the active service window to allow Quintivel a reasonable opportunity to address or correct the matter.
Failure to report concerns during the service period constitutes acknowledgment that the service was delivered.
6. Gratuity
Gratuity is not included in the price for any service, unless explicitly stated in the quote and final confirmation. Clients are welcome to add gratuity at their discretion or provide it directly to the chauffeur.
Additional charges may include fuel surcharge, insurance surcharge, processing fee, and AHC fee.
7. Damages Resulting from Your Act
Quintivel will charge you the cost of cleaning the vehicle as a result of you or your authorized party getting sick in or damaging the vehicle. You also agree and acknowledge to pay all related fees and charges to return the vehicle to its normal working condition. A minimum fee of $500.00 will apply to any damages in or outside of Quintivel vehicles or any subcontractor vehicles.
8. Disputes
8.1 Corporate Clients
For corporate clients with established corporate accounts, all charges of the invoice will be considered correct and due upon receipt unless we receive an objection within 10 days from the invoice date. Copies of the vouchers under dispute should be faxed or mailed to us and the disputed charges or items should be indicated. All disputes initiated after the allowed time frame will be considered final and non-refundable.
8.2 Individual Accounts
For individual accounts and personal profiles, all charges applied to the customer’s credit card will be considered correct unless we receive an objection within 10 days from the charge date in writing. Copies of the credit card statement or credit card slips or vouchers should be faxed or mailed to us, and the disputed charges or items should be indicated. All disputes initiated after the allowed time frame will be considered final and non-refundable. (concierge@quintivel.com)
9. Hourly Rates
Certain hourly minimums and zone restrictions apply. Hourly services provided have a 3-hour minimum outside of the main city of the reservation. (Weekends and holidays may have a longer minimum hourly requirement, please call, or email us to confirm.) The hourly charge is calculated based on the time the vehicle is scheduled to pick up in the main city of reservations (5 boroughs) to when the vehicle drops off in the 5 boroughs. (If your pick up or drop-off destination is outside of the main city of reservation, you may incur a travel time charge).
10. Waiting Time
10.1 Grace Period For Airport Pick Up
A 30-minute grace period for domestic and a 55-minute grace period for international flights are allowed following the reported flight arrival time for airport pickups only. The grace wait time period starts upon a plane touching down the ground.
10.2 Additional Waiting Time
A 15-minute grace period is granted for all other pick-ups. Waiting time will be charged in 60-minute increments after the grace period. Quintivel checks all domestic and international flights one hour before the driver is dispatched, billing starts after the grace period allowed from the official time of arrival (ETA). For train station pick-ups, train schedules can’t be monitored. Therefore, billing begins at the scheduled pick-up time.
11. Stops for NON hourly services
Price per stop varies based on distance and location. Courtesy stops, such as briefly leaving the vehicle to pick up coffee, a newspaper, or to mail a letter (15 minutes or less), do not incur extra charges. However, longer stops or multiple stops will be billed stop charges. Picking up additional passengers will also incur stop charges.
12. Tolls
All round-trip tolls are billed to the customer depending on the route chosen. Quintivel will charge for all round-trip tolls to and from the designated destination after the trip is completed. Quintivel only collects the tolls; we do not charge them.
13. Meet & Greet
Meet & Greet Service is offered at an additional charge. Parking and waiting time charges (if incurred) will be billed to your account or credit card. The driver will be instructed to meet the passenger by the baggage claim or the exit of customs with a sign that has their last name on it and will then escort the passenger to the designated vehicle location (assisting with luggage). This package includes a complimentary 30 minutes free for domestic flights and 45 minutes free for international flights from the arrival time. Please note that the charge for this service is not applicable in all the airports.
14. Parking
All parking fees and other airport regulatory fees are additional (usually $8.00-$16.00 depending on time). We do not charge these fees; they go directly to the airport parking lots.
15. Baby Seats
Quintivel recommends that parents bring their own baby seats; however, we can provide one for an additional fee of up to $35 per seat (please mention that you will need a baby seat when you place your reservation). Clients are responsible for securing their child in the seat.
16. Vehicle Guarantee
While we do our best to meet a specific make and model of a vehicle, at times vehicles are required to go down for service. In such a case, an equivalent vehicle will be provided. In case an equivalent vehicle is not available, an upgrade will be provided at no additional cost to the client. Quintivel will never guarantee a specific make, model, or color of a vehicle.
17. Holidays Surcharges
May be applied to trips occurring on New Year’s Day, Memorial Day, Labor Day, Christmas Day, Fourth of July, and Thanksgiving Day.
18. Point to Point Fare
Prices are based on mileage and zones if you do not input the correct pick up and drop off location for point to point and airport services extra fees might be charged, before extra charges apply we always email clients and ask for approval. Corporate accounts that meet the minimum usage requirements might be eligible for special discounts depending on volume.
19. Name Your Own Budget
All “Name Your Own Budget” reservations are non-refundable. The full total reservation amount is charged at the time of the booking. The reservations are not transferable. The “Name Your Own Budget” reservations can’t be canceled after confirmation of booking.
20. Breakdown
Quintivel is not liable in the event of a mechanical breakdown while on charter and will only be responsible for making up lost time at a mutually agreed date. The client assumes full financial liability for any damage to the vehicle caused during the duration of the rental by them or any members of their party.
21. Smoking
Smoking is not permitted in our vehicles. Smoking fee is 500 USD per cleaning the vehicle.
22. Additional Terms
Drug use is prohibited by law. It is illegal to stand through the sunroof. Any fines obtained during service will be paid for by the customer. The driver has the right to terminate the trip without refund if there is blatant indiscretion on the part of the client(s). Rate is subject to change based on additional services requested. Vehicles cannot be loaded beyond seating capacity. Quintivel is not responsible for articles left in the vehicle.
23. Service Fee
A Service Fee may be added to reservations. The Service Fee supports operational costs including dispatch coordination, affiliate network management, customer support monitoring, reservation protection systems, and platform infrastructure that allows Quintivel to deliver premium chauffeured services across multiple markets.
A portion of the Service Fee is allocated toward maintaining affiliate service standards, and 5% of the Service Fee is distributed directly to the contracted service provider as part of our service quality program.
The Service Fee is not gratuity and is separate from any optional tip provided to the chauffeur.
24. Prepaid Reservations
All prepaid reservations are fully refundable minus the 5% processing fees of the total amount of reservations if canceled within the policy period. All prepaid reservations are non-refundable past the cancellation policy period unless otherwise stated by Quintivel.
25. Liability
The company is not liable in the event of a mechanical breakdown while on charter and will only be responsible for making up lost time at a mutually agreed date. The client assumes full financial liability for any damage to the vehicle caused during the rental by them or any members of their party.
Smoking is not permitted in our vehicles. A minimum fee of $500.00 will be charged for each carpet or seat burn + cleaning fee. No food is allowed in the vehicles. A sanitation fee of $550.00 may apply. There is a $17.00 charge for each broken glass. Drug use is prohibited by law. It is illegal to stand through the sunroof. Any fines obtained during service will be paid for by the customer. The driver has the right to terminate the trip without a refund if there is blatant indiscretion on the part of the client(s). The rate is subject to change based on any additional services requested. Balances are to be paid to the driver on the run date before the beginning of the run. Vehicles cannot be loaded beyond seating capacity. The company is not responsible for articles left in the vehicle. The use of our vehicle means you accept all the terms and conditions listed.
26. Pricing Errors
While we make every effort to provide you with the most accurate, up-to-date pricing, occasionally, one or more items on our website may be incorrectly priced. Quintivel reserves the right to refuse or cancel any orders placed for products listed at the incorrect price.
27. Rules and Prohibitions
By using the Services, you agree that:
- You will only use the Services for lawful purposes; you will not use the Services for sending or storing any unlawful material or for deceptive or fraudulent purposes; and you will not engage in conduct that harms other Users, Quintivel employees, or our community.
- You will only use the Services in accordance with all applicable laws, including copyrights, trade secrets, or other rights of any third party, including privacy or publicity rights.
- You will only access the Services using means explicitly authorized by Quintivel.
- You will not use another User’s account, impersonate any person or entity, or forge or manipulate headers or identifiers to disguise the origin of any content transmitted through the Services.
- You will not use the Services to cause nuisance, annoyance, or inconvenience.
- You will not use the Services, or any content accessible through the Services, for any commercial purpose, including but not limited to contacting, advertising to, soliciting, or selling to, any Merchant, user, or Contractor unless Quintivel has given you prior permission to do so in writing.
- You will not copy or distribute the Software or any content displayed through the Services, including Affiliates’ fleet content and reviews, for republication in any format or media.
- You will not compile, directly or indirectly, any content displayed through the Services except for your personal, non-commercial use.
- The information you provide to us when you register an account or otherwise communicate with us is accurate, you will promptly notify us of any changes to such information, and you will provide us with whatever proof of identity we may reasonably request.
- You will keep secure and confidential your account password or any identification credentials we provide you which allow access to the Services.
- You will use the Software and Services only for your own use and will not directly or indirectly resell, license, or transfer the Software, Services, or content displayed by the Services to a third party.
- You will not use the Services in any way that could damage, disable, overburden, or impair any Quintivel server or the networks connected to any Quintivel server.
- You will not attempt to gain unauthorized access to the Services and/or to any account, resource, computer system, and/or network connected to any Quintivel server.
- You will not probe, scan, or test the vulnerability of any system or network or breach or circumvent any security or authentication measures Quintivel may use to prevent or restrict access to the Services or use of the Services or the content therein.
- You will not deep-link to the Quintivel website or access the Quintivel website manually or with any robot, spider, web crawler, extraction software, automated process, and/or device to scrape, copy, index, frame, or monitor any portion of the Quintivel website or any content on the Quintivel website.
- You will not conduct any systematic retrieval of data or other content from the Services.
- You will not try to harm other Users, Quintivel, or the Services in any way whatsoever.
- You will report any errors, bugs, unauthorized access methodologies, or any breach of our intellectual property rights that you uncover in your use of the Services.
- You will not abuse our promotional or credit code system, including by redeeming multiple coupons at once or by opening multiple accounts to benefit from offers available only to first-time users.
- You will not attempt to undertake any of the foregoing.
28. Contractors and Affiliates
The client acknowledges that Quintivel coordinates transportation services through a curated network of professional chauffeurs and affiliated service providers. While Quintivel maintains quality standards and oversees reservations, certain transportation services may be performed by independent operators who maintain control over vehicle operation, routing decisions, and on-road execution of the service. Quintivel remains responsible for managing the reservation experience, customer support, and service coordination.
29. Communications with Quintivel
By creating a Quintivel account, you agree to receive communications via email, SMS, calls, and notifications.
SMS Terms of Service:
By opting into SMS from a web form or other medium, you agree to receive SMS messages from Quintivel. Message frequency varies. Message and data rates may apply. See privacy policy at https://quintivel.com/privacy/. Message HELP for help. Reply STOP to opt out.
30. Payment Terms
30.1 Prices
You understand that the prices for vehicles displayed through the Services may differ from the prices offered or published by Affiliates for the same vehicle and/or from prices available at third-party websites and that such prices may not be the lowest prices at which the vehicles are sold. Quintivel has no obligation to itemize its costs, profits, or margins when publishing such prices and reserves the right to change such prices at any time, at its discretion. You are liable for all transaction taxes applicable on the Services provided under this Agreement (other than taxes based on Quintivel’s income). Payment will be processed by Quintivel using the preferred payment method designated in your account.
30.2 No Refunds
Charges paid by you for completed and delivered services are final and non-refundable. Quintivel has no obligation to provide refunds or credits, but may grant them, in each case at its sole discretion.
30.3 Promotional Offers and Credits
Quintivel, at its sole discretion, may make promotional offers with different features and rates to any User. These promotional offers are subject to the terms of this Agreement and may be valid only for certain Users as indicated in the offer. You agree that promotional offers:
- May only be used by the intended audience, for the intended purpose, and in a lawful manner.
- May not be duplicated, sold, or transferred in any manner, or made available to the general public unless expressly permitted by Quintivel.
- Are subject to the specific terms that Quintivel establishes for such promotional offers.
- Cannot be redeemed for cash or cash equivalent.
- Are not valid for use after the date indicated in the offer or in Quintivel’s Terms and Conditions for Promotional Offers and Credits.
Quintivel reserves the right to withhold or deduct credits or benefits obtained through a promotion in the event that Quintivel determines or believes that the redemption of the promotion or receipt of the credit or benefit was in error, fraudulent, illegal, or in violation of the applicable promotion terms or this Agreement. Quintivel reserves the right to modify or cancel an offer at any time. Quintivel’s Terms and Conditions for Promotional Offers and Credits apply to all promotional offers. Quintivel may also offer gratuitous credits, which can be used for the Services. Any credit issued by Quintivel is valid for 6 months from the date of issue except to the extent prohibited under applicable law and may not be redeemed for cash or cash equivalent. Upon expiration, credits will be removed from your account. Expired credits are no longer redeemable and cannot be used towards any order.
30.4 Fees for Services
Quintivel may change the fees for our Services as we deem necessary or appropriate for our business, including but not limited to Delivery Fees, Service Fees, Small Order Fees, and Surge Fees.
30.5 Referral Program
Under the Referral Program, Quintivel offers its registered Users in good standing the opportunity to earn gratuitous Quintivel credits as promotional rewards by inviting their eligible friends to register as new Quintivel Users and place their initial service through the Service by using a unique referral ID link. For each Qualified Referral generated through a User’s Personal Link, the User may receive a gratuitous credit as specified on Quintivel’s Referral Program page. You agree that we may change the terms and conditions of the Referral Program or terminate the Referral Program at any time.
31. Force Majeure
Quintivel shall not be liable for delays, service interruptions, schedule changes, or cancellations caused by events beyond reasonable control, including but not limited to traffic conditions, accidents, road closures, severe weather, airport delays, airline schedule changes, flight cancellations, labor disputes, civil unrest, governmental actions, or mechanical issues beyond reasonable control.
While Quintivel will make commercially reasonable efforts to monitor flights and accommodate schedule adjustments, the client acknowledges that last-minute airline disruptions or schedule changes may not always allow the originally scheduled service to proceed as planned.
If a service cannot be performed or must be materially modified due to a force majeure event affecting either party, Quintivel may, at its discretion, apply a service credit or adjustment of up to fifty percent (50%) of the service value.
32. Governing Law and Venue
This Agreement shall be governed by and construed in accordance with the laws of the State of Arizona, without regard to conflict of law principles. Any legal action arising out of or relating to the Services shall be brought exclusively within the courts located in the State of Arizona.*