Terms & Conditions


Pivotal Car Service LLC (referred to as “Pivotal” or “PCS” below) strives to provide our customers with exceptional black car service.  While we will do all possible for our customers, the below set of guidelines and rules are Pivotal Car Service LLC policy which is agreed upon by you when confirming your reservation with us. 

Billing

-Reservation Guarantee:  All reservations must be guaranteed with a credit card. The card provided will not be charged until the service is complete.

-Additional Charges:  When applicable, additional charges will be added/itemized on the billing statement (tolls, taxes, late night/early morning fees, parking, operating surcharge, airport and regulatory fees, etc.)

-Holiday Surcharge:  A 25% Holiday Surcharge will be added to the final total of the bill (less taxes and fees) if the reservation falls on one of the 6 major US holidays. (New Years, Memorial Day,  July 4th, Labor Day, Thanksgiving Day & Christmas Day.)


Cancellations

  • You may cancel a reservation 24 hours or more in advance at no cost to you. If you cancel within 24 hours the following fees will apply (Less any fee or gratuity quoted.) 

  •  - Less than 24 Hours Notice:

  •          * Within 4 hours of scheduled pick up:  100% of the booked rate

  •          * 4-12 hours prior:  50% of the booked rate

  •          * 12-24 hours prior: 25% of the booked rate

 
Cancellation of Hourly Service
 - Hourly reservations must be cancelled at least 72 hours prior to scheduled pick up to avoid a cancellation fee as this type of reservation holds the vehicle and driver for an extended period of time, which may result in other work being turned down in order to accomodate your request.  Within 72hrs of reservation the cancellation fees are as follows....
         * Within 24 hours: 100% of the booked rate
         * 24-48 hours: 75% of the booked rate
         * 48-72 hours: 50% of the booked rate

 - A cancelled event does not waive this policy.

No-Shows:  If a driver is dispatched and you are a no-show, 100% of the cost of the ride will be charged. (Less any additional fees or gratuity quoted.)

  • Late Night / Early Morning Fees:  

  • Additional fees apply during late night/early morning reservations based on when you’re in the vehicle, not based on flight time.  (Based on your location, Manchester airport is typically 50% of the below)

    11pm-12am: $25  /  12:01am-3:30am: $50  /  3:31am-4:30am: $25

  • Airport Closure/Flight Cancellation/Airline Schedule Change: 

  • If any of these occur the traveler is expected to advise Pivotal Car Service as soon as possible to avoid any charges. There will be no charge to our customer when the change or cancellation is out of their control, however failure to notify Pivotal Car Service promptly, resulting in a dispatched driver & no show, will result in a fee of 100% of the booked rate at the discretion of PCS. 


Changes 
After booking your reservation, if you have a modification to make please do so as soon as possible.  Your original reservation was booked based on availability which may have changed by the time you want to make any update and although we will do all possible to accomodate updaets, there is no guarantee we will be available at the newly requested time. 


Airport Arrival Delays & Wait Fees
At Pivotal Car Service (PCS), airport pick-ups are based on flat rates tied to scheduled arrival times. However, airline gate arrival delays, baggage delays, and other unforeseen issues can impact both our service quality and our drivers' schedules.  To ensure fair compensation for extended wait times beyond the scheduled service, the following wait time policy applies:

Grace Period - PCS provides a complimentary grace period after your flight lands:

  •          * Domestic Flights: 45 minutes

  •          * International Flights: 1 hour 15 minutes

This grace period begins at the actual flight landing time, not the gate arrival time.

Wait Time Fee: If you are not at the vehicle ready to depart after the grace period ends, a wait time fee of $10 per 15 minutes will be applied, starting from the end of the grace period until you are in the vehicle and ready to leave.

Note: Having someone wait at the vehicle while another party retrieves luggage does not pause or waive the wait time fee.

Example
If your domestic flight lands at 8:00 PM, your grace period extends until 8:45 PM.
If you do not arrive at the vehicle until 9:30 PM, the wait time fee is calculated as follows:

  •          * From 8:45 PM to 9:30 PM = 45 minutes

  •          * Wait time fee: $10 x 3 (15-minute increments) = $30

 

International Arrivals: 

Due to ongoing wait times with US Customs, if you're arriving from a location that does not have Preclearance US Customs available prior to your flight, your driver will arrive 45minutes after scheduled arrival.  Please advise our office if you have Global Entry so we can make note of that and have the driver on site when you arrive.

 

Flat Rates
 - Flat rates are provided for designated locations to / from designated airports. 

  •  - Wait Time:  For those pick-ups that don’t originate from the airport, there will be a fee for waiting time that exceeds 15 minutes. (Waiting time is the time between the scheduled pick up and the time the passenger enters the vehicle.)

  •  - - - Stops inside route requested by passenger will be charged at $10 for every 15 minutes of additional time. (Rounded to the nearest 15 minutes.)

  •  - - - Stops outside route requested by passenger will mean rate will adjust to the hourly rate.

 
Hourly Rates

Hourly rates are charged based on the time the chauffeur and car leave to pick you up, and when they return from dropping you off and will be billed in 30 minute increments.

 
Other Rules

  •  - Pivotal Car Service, nor any affiliate or contractor will be liable or assume any responsibility for any lost or misplaced items left behind in the vehicle. Please ensure you gather all belongings at the completion of the trip.

  •  - There is NO SMOKING in our vehicles, to include cigarettes, vaping, pipes, cigars, or any drug use to include those legal (marijuana) or illegal. A fee of $100 will be charged – no exceptions.

  •  - No alcohol to be served to anyone under 21.

  •  - For situations where there is excessive damage to the vehicle due to over-drinking (bodily fluids) a fee of $250 will apply.

  •  - For excessive damage from spills, gum, food, destruction of seats, carpets, lights, electronics of vehicle, a minimum of $50 will be charged and up to the amount to repair such damage.

  •  - Fighting and unruly conduct will not be tolerated and those involved will be removed at the discretion of the driver. No refund will apply in such cases.

  •  - All sporting events/concert attendees must have a valid ticket to ride in the vehicle.

  •  - Every attempt will be made to provide the vehicle booked, however it is understood that in the event that the vehicle is not available, a suitable replacement will be provided.

  •  -  At no time will Pivotal Car Service, or any affiliate or contractor be liable/responsible for any damage caused by delay or inability to perform, in whole or in part, any obligations in connection to our services when due to road construction, weather, traffic, strikes, government sanctioned embargo, flood, act of God, act of war or terrorism, act of any public authority or sovereign government as well as civil disorder, delays caused by any air or ground passenger carrier, or any circumstance beyond the reasonable control of Pivotal Car Service, its affiliates or subcontractors.
  •