Cancellation Policy

Required at Booking

• 30% non-refundable deposit secures the fleet and removes those vehicles from availability for your date.
• 40–60% downpayment due at booking (the deposit counts toward this). Final balance due 14 days before the event.
• A signed event contract confirms vehicle count, service hours, itinerary, and cancellation terms.

In cases of severe weather (blizzards, ice storms, tornado warnings) or declared emergencies that make travel unsafe, cancellation fees are waived regardless of timing. Flight cancellations verified through our tracking system also qualify for a full waiver.

• Phone: Call (224) 801-3090
• Email: info@royalcarriagelimo.com
• Online: Through your booking confirmation link

Sedan/SUV trips: free modifications 24+ hours before pickup, subject to vehicle availability. Larger vehicles (Sprinter, limo bus, party bus): free modifications 72+ hours before pickup. Weddings and multi-vehicle events: itinerary and timing changes welcome up to 7 days before your event; vehicle count or date changes considered subject to fleet availability and may incur additional fees if new vehicles must be added.

Refunds are processed within 5–10 business days to your original payment method. Credit card refunds may take an additional 1–2 billing cycles to appear on your statement depending on your bank. If you have not received your refund after 10 business days, please contact us.

15-minute grace window. Drivers are considered on-time if they arrive at the pickup location within 15 minutes of the scheduled time. Chicago traffic, construction, road closures, and weather are part of urban ground transportation and do not qualify for a refund.

Airport pickups — recommended buffer: Domestic flights: at home 2.5 hours before departure. International flights: 3 hours. We dispatch with GPS tracking and adjust en-route, but customers are responsible for selecting a pickup time that accommodates standard Chicago commute variability. If you select a tighter window than recommended and miss a flight, we cannot issue a refund.

Customer-side wait time. The first 15 minutes after scheduled pickup are included. After that, wait time is billed at $1 per minute for sedans/SUVs and $2 per minute for sprinters, limo buses, and party buses. Communicate delays to your driver in real time — they will hold as long as you need, but the meter runs.

If we cause a material delay (over 30 minutes late through our fault — dispatch error or a vehicle issue at our end), call us immediately at (224) 801-3090. We will dispatch a replacement or refund a portion of the booking proportional to the impact. Service recovery is handled case-by-case and documented in writing.

Our fleet is maintained on a strict schedule and inspected between bookings. Mechanical issues are rare but possible on any motor vehicle.

Our service recovery commitment:

• Replacement vehicle dispatched within 60 minutes (Chicago city) or 90 minutes (suburbs and outlying areas).
• No additional charge for the swap. For hourly bookings, downtime between breakdown and replacement is not billed.
• If the trip cannot reasonably be completed (e.g., a one-way to a fixed event time that has already passed), we issue a pro-rata refund for the unused portion, or a full refund if no service was rendered.

What is not covered. Royal Carriage is not responsible for consequential losses caused by a mechanical breakdown beyond our reasonable control — missed flights, missed event admission, missed ceremonies, lost deposits to third parties, or other downstream costs. For high-stakes events (weddings, large corporate trips, international flights) we strongly recommend trip-protection insurance, which covers the broader impact of any travel disruption.

Please contact us before filing a chargeback. In nearly every case we can resolve a concern faster than the chargeback process and refund directly if a refund is owed under this policy. Call (224) 801-3090 or email info@royalcarriagelimo.com. We respond within 24 hours.

If you file a chargeback for a service that was delivered as agreed — meaning your driver was dispatched, the vehicle arrived, and the trip was completed under the terms of this policy — we will contest the dispute with documented evidence including signed booking confirmation, GPS trip record, driver dispatch logs, real-time communication history, and your acceptance of these terms at booking. Friendly-fraud chargebacks (disputing a charge for a service you used) may result in collection action and permanent denial of future service.

If you have a legitimate dispute — unauthorized card use, billing error, or a service issue not addressed above — please call us first. We resolve over 95% of disputes directly, faster than your card issuer can, and the resolution record on file protects you in case of any future billing question.