Terms & Conditions

1. Booking & Service Policy

Mak Louren Chauffeur Service acts as a premium transportation provider. By booking, the guest agrees to the following.

Service Standards

All rides are conducted by professional, licensed and insured chauffeurs. Vehicles are guaranteed to be clean, smoke-free and in full compliance with local regulations.

Complimentary Wait Time

Beyond the complimentary period, waiting time is charged in 15-minute increments based on the applicable vehicle-class rate.

Airport Pickup Scheduling & Flight Delays

Airport pickups are scheduled according to the initial flight details provided at the time of reservation. If a flight arrives early, Mak Louren cannot guarantee an earlier pickup, because vehicles and chauffeurs operate on managed dispatch schedules.

Mak Louren actively tracks inbound flights. Flight-delay coverage is capped at a maximum of 30 minutes beyond the originally scheduled arrival time. For airport pickups, complimentary wait time (40 minutes domestic or 60 minutes international) begins from whichever occurs earlier:

• actual flight touchdown; or
• 30 minutes after the originally scheduled landing time.

Delays extending beyond the 30-minute delay-coverage period may result in additional waiting charges, or cancellation if the assigned vehicle cannot reasonably be held.

No-Show Policy

A reservation is considered a no-show when the guest does not appear within the applicable complimentary waiting period and cannot be reached. No-shows are charged 100% of the fare.

2. Cancellation & Amendment Policy

Standard Cancellations

Cancellation for any service, including one-way transfers, hourly bookings, long-distance journeys over 40 miles, and airport pickups and drop-offs, is free of charge up to 48 hours before the scheduled pickup time.

Refund Processing Fee

For an otherwise refundable cancellation where payment has already been processed, a 6% refund-processing fee is deducted from the refund to cover merchant and transaction-processing costs.

Late Cancellations

If any service, including an airport transfer, is cancelled within 48 hours of the scheduled reservation time, the reservation is 100% non-refundable and the full fare is charged.

Rider Misconduct & Driver Safety

If a passenger behaves toward the chauffeur in a disrespectful, hostile, threatening, illegal, disruptive or unsafe manner, or otherwise creates a safety concern, the chauffeur may terminate the ride. Where safely possible, the passenger will be discharged at an appropriate safe location. The remaining service is cancelled, and the trip remains fully charged and non-refundable.

Changes

Changes to pickup times or locations are subject to availability and may result in price adjustments. Changes to pickup times or locations are subject to availability and may result in price adjustments. Significant changes may require the reservation to be rebooked.

3. Privacy & Data Protection

Mak Louren Chauffeur Service is committed to protecting customer personal information.

Data Collection

Information necessary to process reservations may include name, contact information, flight number where applicable, and payment information.

Usage

Customer information is used for service fulfillment, operational communication, safety-related communication and improving the customer experience. Mak Louren does not sell customer personal information to third parties. We do not claim certification under GDPR, CCPA, HIPAA or other formal compliance frameworks. See our Privacy Policy for details.

Communication

Chauffeur contact information, including the chauffeur's name and phone number, is intended to be shared with the guest approximately one hour before pickup by SMS or email.

4. Passenger Conduct & Vehicle Protection

Safety & Conduct

Seatbelts must be worn by all passengers. The chauffeur may refuse or terminate service if passenger behavior is unsafe, illegal or disruptive. If service is terminated for safety concerns or passenger misconduct, the passenger will be discharged safely where reasonably possible, and the full fare remains due and non-refundable.

Food & Beverage

Food and beverages are prohibited unless explicit permission is provided by the chauffeur.

No Smoking

Smoking of any kind is prohibited inside Mak Louren vehicles, including cigarettes, cigars, pipes, electronic cigarettes and vaping devices.

Cleaning & Damage

Physical vehicle damage, smoking-policy violations, or excessive cleaning requirements, including spills or sickness, result in a minimum $200 sanitization/cleaning fee, plus applicable repair or detailing costs.