Refund Policy
REFUND & CANCELLATION POLICY
Effective Date: August 8, 2026
At Epoch Transport Group, we are committed to providing reliable, professional, and luxury transportation services. Because vehicles and chauffeurs are reserved specifically for each booking, cancellations and changes can affect our ability to accommodate other clients.
Our Refund & Cancellation Policy is outlined below.
Cancellations
-
Cancellations made more than 72 hours before the scheduled pickup time are eligible for a full refund, excluding any non-refundable payment processing fees.
-
Cancellations made 24–72 hours before the scheduled pickup time are eligible for a 50% refund.
-
Cancellations made less than 24 hours before the scheduled pickup time are non-refundable.
-
Certain bookings, including large events, weddings, holiday transportation, multi-day reservations, or specially arranged transportation, may be subject to different cancellation terms. Any special cancellation terms will be communicated to the client before or at the time of booking.
No-Shows
If the client fails to appear at the scheduled pickup location without prior notice, the reservation will be considered a no-show and will not be eligible for a refund.
If the client cannot be located at the scheduled pickup location, the chauffeur will make reasonable efforts to contact the client using the contact information provided with the reservation.
Waiting Time & Client Delays
Clients are expected to be ready at the scheduled pickup time.
Any complimentary waiting period included with the reservation begins at the scheduled pickup time. Additional waiting time beyond the included waiting period may result in additional charges based on the applicable hourly or waiting-time rate.
Client-caused delays do not automatically extend the scheduled service period without additional payment.
Flight Delays
For airport pickups, Epoch Transport Group will monitor commercial flight information whenever flight information is provided to us.
We will make reasonable efforts to accommodate flight delays and updated arrival times. Additional waiting time beyond the complimentary waiting period may result in additional charges.
Clients are responsible for providing accurate flight information when applicable.
Service Changes
Requests to modify pickup times, pickup locations, destinations, vehicle types, passenger counts, stops, or service duration are subject to availability and may result in additional charges.
Changes are not guaranteed until they have been confirmed by Epoch Transport Group.
Tolls, Parking & Additional Transportation Charges
Unless specifically included in the quoted price, the client may be responsible for additional transportation-related expenses incurred during the reservation, including:
-
Tolls
-
Parking fees
-
Airport fees
-
Congestion or roadway charges
-
Additional stops
-
Extended waiting time
-
Requested route changes
-
Additional service time
-
Other expenses resulting from changes requested by the client
Any applicable additional charges will be communicated to the client when reasonably possible.
Passenger Information & Vehicle Capacity
Clients are responsible for providing accurate information regarding the number of passengers, luggage, pickup locations, destinations, and other relevant booking details.
Passengers and luggage must remain within the legal and safe capacity of the vehicle assigned to the reservation.
Epoch Transport Group reserves the right to refuse transportation or require a different vehicle if the number of passengers or amount of luggage exceeds the vehicle's legal or safe capacity.
Additional charges may apply if a larger vehicle is required because of inaccurate passenger or luggage information.
Passenger Conduct & Safety
All passengers are expected to conduct themselves in a respectful and safe manner.
Epoch Transport Group reserves the right to terminate a trip without refund if a passenger engages in:
-
Threatening or abusive behavior
-
Violence or attempted violence
-
Illegal activity
-
Harassment of the chauffeur or other passengers
-
Unsafe behavior
-
Behavior that creates a safety risk
-
Behavior that could result in damage to the vehicle
Passengers must follow applicable laws and reasonable safety instructions provided by the chauffeur.
Smoking & Vaping
Smoking and vaping are strictly prohibited in all Epoch Transport Group vehicles.
If smoking or vaping occurs inside a vehicle, the client may be responsible for professional cleaning, odor removal, detailing, or other restoration costs.
Vehicle Damage & Excessive Cleaning
Clients are responsible for damage caused to the vehicle by themselves or members of their party beyond normal wear and tear.
Additional charges may apply for:
-
Spills or stains
-
Excessive trash
-
Food or beverage damage
-
Bodily fluids
-
Smoking or vaping
-
Intentional or negligent damage
-
Excessive cleaning
-
Other conditions requiring professional cleaning or repair
Epoch Transport Group reserves the right to charge the payment method on file for reasonable costs associated with damage or excessive cleaning, where permitted by applicable law.
Vehicle Substitution
Epoch Transport Group makes every reasonable effort to provide the vehicle selected during booking.
However, circumstances such as mechanical problems, accidents, emergencies, vehicle availability, or other unforeseen circumstances may require us to provide a comparable or upgraded vehicle.
If a vehicle substitution is necessary, we will make reasonable efforts to notify the client and provide an appropriate alternative.
Traffic, Weather & Unforeseen Delays
Estimated travel times are not guaranteed.
Epoch Transport Group is not responsible for delays caused by circumstances outside of our reasonable control, including:
-
Traffic
-
Accidents
-
Road closures
-
Construction
-
Severe weather
-
Airport congestion
-
Public emergencies
-
Law-enforcement activity
-
Road conditions
-
Other unforeseen circumstances
We will make reasonable efforts to complete each trip safely and efficiently.
Vehicle Breakdown or Service Interruption
In the unlikely event that a mechanical issue, accident, emergency, or other circumstance prevents the assigned vehicle from completing a trip, Epoch Transport Group will make reasonable efforts to arrange a suitable replacement vehicle or alternative transportation when reasonably available.
Any refund or credit will be evaluated based on the circumstances and the portion of service that could not be provided.
Itinerary Changes
Changes to the original itinerary must be approved by Epoch Transport Group.
Changes may include:
-
Pickup or drop-off locations
-
Pickup time
-
Additional stops
-
Destination changes
-
Vehicle changes
-
Additional passengers
-
Additional service hours
Approved changes may result in additional charges.
Child Safety Seats
Clients are responsible for requesting and providing any child safety seats required for their passengers unless a child safety seat has been specifically confirmed as part of the reservation.
Parents and guardians remain responsible for ensuring that children are properly secured in accordance with applicable law.
Lost or Forgotten Items
Epoch Transport Group is not responsible for personal belongings left inside a vehicle.
If an item is found, we will make reasonable efforts to contact the client and arrange for its return.
Any shipping, delivery, or transportation costs associated with returning an item may be the responsibility of the client.
Service Issues & Refund Requests
If you believe your service did not meet the standards reasonably expected from Epoch Transport Group, please contact us within 48 hours of the completion of your trip.
We review service concerns individually and will make reasonable efforts to reach a fair resolution.
Refunds are not guaranteed solely because a client is dissatisfied with a service; however, legitimate service issues will be reviewed on a case-by-case basis.
Refund Processing
Approved refunds will be issued to the original payment method whenever reasonably possible.
Refund processing times are controlled by the client's financial institution and payment processor. Once a refund has been issued by Epoch Transport Group, it may take approximately 5–10 business days for the funds to appear in the client's account.
Booking Credits & Overpayments
Any unused booking credit, account credit, or overpayment must be requested or claimed within 30 days from the date the credit or overpayment is issued.
After 30 days, an unclaimed credit or overpayment may expire and may no longer be eligible for a refund, to the extent permitted by applicable law.
Clients are responsible for reviewing their booking confirmations, invoices, and account credits and notifying Epoch Transport Group of any discrepancies in a timely manner.
Payment Disputes
If you believe a charge is incorrect or have a concern regarding a payment, please contact Epoch Transport Group directly so that we have an opportunity to review and resolve the matter.
This does not limit any rights or remedies available to the client under applicable law.
Special & Large-Scale Bookings
Bookings involving weddings, corporate events, sporting events, concerts, multi-day transportation, large groups, special events, or other customized transportation arrangements may have additional terms, deposits, cancellation requirements, or payment schedules.
Any special terms will be communicated to the client before the reservation is finalized.
Policy Changes
Epoch Transport Group reserves the right to update this Refund & Cancellation Policy from time to time.
The policy in effect at the time of the client's booking will generally apply to that reservation, unless otherwise required by applicable law or agreed upon in writing.
Contact
Epoch Transport Group
Philadelphia, Pennsylvania
Phone: 610-957-3612
Email: contact@epochtransportgroup.com
Website: www.epochtransportgroup.com
For questions regarding cancellations, refunds, credits, or service concerns, please contact us directly.