Limo Cancellation Policy · Free 3+ Days on Sedan/SUV

Cancellation fees are waived in full, regardless of timing, when for your pickup time and county the National Weather Service has issued a Blizzard, Ice Storm, or Tornado Warning, or a government authority closes the roads on your route or orders people not to travel. A cancelled flight also qualifies: send us the flight number or the airline notice. A delayed flight is not a cancellation; we track it and move your pickup at no change fee. Other weather, traffic, and a venue, concert, or party being cancelled are not waiver events, and the normal tier applies. If we decide conditions are unsafe to operate, we cancel and refund in full.

• 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 7 days or more 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. Moving a trip to a new date or time does not reset the cancellation clock: the window is measured from the earlier of the original and the new pickup time.

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.

Our on-time goal. We aim to have your chauffeur at the pickup location by the scheduled time. Chicago traffic, construction, road closures, and weather are part of urban ground transportation; a short delay from them does 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 unless the delay was caused by us.

Customer-side wait time. Airport pickups (O'Hare, Midway, other airports): 60 minutes complimentary after the chauffeur arrives. All other transfers: 15 minutes complimentary after scheduled pickup or chauffeur arrival, whichever is later. After that, wait is $1 per minute for sedans/SUVs and $2 per minute for stretch, Sprinter, mini bus, party bus, and coach. Hourly bookings are billed from Picked Up to Completed; extra time is 15-minute increments at the vehicle hourly rate. We use the chauffeur app stamps — not a guessed clock.

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. If no vehicle has arrived within 30 minutes of the scheduled pickup because of us, and we have not agreed a new time with you, you may cancel for a full refund; if you ride, we refund a portion of the fare proportional to the delay. We confirm the outcome 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:

• We aim to dispatch a replacement of the same class and marque as the vehicle you booked, typically within 60 minutes (Chicago city) or 90 minutes (suburbs and outlying areas), whenever one is available. Vehicles are machines: a breakdown can happen despite scheduled maintenance, and a replacement is not guaranteed.
• 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.
• If we can offer only a lower class of vehicle, you may refuse it for a full refund, or accept it and get the price difference back.
• Named-vehicle bookings. If your reservation named a specific vehicle (for example, a specialty or exotic vehicle) and we cannot provide that vehicle or one of the same class and marque, the substitute does not satisfy the reservation, and we refund the full fare paid for that trip on request — a higher-cost vehicle of a different class or marque is not automatically a “comparable” or “upgraded” replacement. We will attempt to reach you before dispatching a substitute when there is time to do so; documented, timestamped attempts to reach you (calls, texts) satisfy this obligation even without a response.

What is not covered. Royal Carriage limits its liability for a breakdown, delay, substitution, or cancellation to a refund of the fare for the affected trip, and is not responsible for consequential losses such as missed flights, missed event admission, missed ceremonies, lost deposits to third parties, or other downstream costs. Nothing here limits liability that Illinois law does not allow us to limit, including for personal injury caused by our negligence. 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 acknowledge within 1 business day.

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 your booking confirmation, payment record, the dispatch timeline, our messages with you, and your acceptance of these terms. We may decline future bookings from anyone who disputes a charge for a trip they took as booked.

If you have a legitimate dispute — unauthorized card use, billing error, or a service issue not addressed above — please call us first. We refund when this policy says a refund is owed. The card-network dispute process is separate; we do not ask you to waive issuer rights.

Accepting the terms box in our booking form, paying a quote, invoice, or payment link, or confirming your trip by phone, text, or email after we send you these terms is your electronic signature (E-SIGN Act, 15 U.S.C. § 7001 et seq.; Illinois Uniform Electronic Transactions Act, 815 ILCS 333). We retain booking, payment, message, and dispatch records for your reservation and reference this same agreement version if a billing dispute arises.

This is a prepaid Illinois ground-transport contract. Illinois law governs, including when you book from another state, because the trip is performed in Illinois unless we write otherwise. Contract venue is Cook County, Illinois, except that either party may bring a claim in small-claims court where it qualifies. Chargebacks still follow Visa, Mastercard, or American Express rules.