Welcome to Level One. These terms and conditions are not just legal requirements; they are the framework for a successful and transparent partnership between us and our valued clients. They are designed to be clear, fair, and precise to ensure there are no surprises. By booking our services, you agree to these terms, which form the basis of our commitment to you.
Last Update: 16-10-2025
1. Booking, Confirmation & Payment
- 1.1. Service Agreement: By booking a service with Level One, either through our online platform or with our client support team, you are entering into a service agreement and accepting these terms and conditions.
- 1.2. Advance Payment: All services must be paid in full at the time of booking to secure your vehicle and chauffeur. This policy allows us to dedicate our resources to your itinerary and is a cornerstone of how we guarantee service availability.
- 1.3. All-Inclusive Rates: The quote you receive is an all-inclusive rate. It covers the base fare, all taxes, fees, and chauffeur gratuity. The price you see is the price you pay. Any additional charges incurred during the service (e.g., extra waiting time) will be clearly communicated and charged to the card on file after the service is complete.
2. Cancellation & Modification Policy
We understand that plans can change. Our cancellation policy is designed to be as fair as possible while allowing us to manage our fleet and our chauffeurs' schedules effectively.
- 2.1. Cancellation with Full Refund: Cancellations made more than 24 hours before the scheduled pickup time will receive a full refund.
- 2.2. Cancellation with 50% Charge: Cancellations made between 24 hours and 2 hours before the scheduled pickup time will be subject to a 50% charge of the total booking amount.
- 2.3. Cancellation with Full Charge: Cancellations made less than 2 hours before the scheduled pickup time are non-refundable and will be charged the full booking amount. This also applies to "no-shows."
- 2.4. Itinerary Modifications: We will make every effort to accommodate reasonable changes to your itinerary. Significant changes may be subject to rate adjustments and vehicle availability.
3. Our Service Policies
- 3.1. Waiting Time:
- Grace Period: We provide a complimentary waiting period of 15 minutes for standard pickups and 60 minutes for domestic airport arrivals (after the flight has landed).
- Additional Waiting Time: If the grace period is exceeded, waiting time will be charged in 15-minute increments at our standard hourly rate for the assigned vehicle.
- 3.2. Extra Stops: Unscheduled stops are subject to additional charges. Please inform our team or your chauffeur if you need to add a stop to your itinerary.
- 3.3. Client Conduct & Safety: The safety and comfort of our clients and chauffeurs are paramount. The client is responsible for their party. We reserve the right to terminate any ride without a refund if the chauffeur feels there is unsafe or disrespectful behavior.
- 3.4. Prohibited Items: The consumption of alcohol by minors, illegal drugs, and smoking (including vaping) are strictly prohibited in all Level One vehicles.
- 3.5. Lost Items: We are not responsible for any personal items left in our vehicles. We will, however, make every effort to return found items to their owner.
4. Our Liability
(Propósito: Protección legal estándar, redactada con el tono de la marca)
- 4.1. Unforeseen Circumstances: Level One is not liable for delays or service interruptions caused by circumstances beyond our control, including extreme weather, road closures, severe traffic accidents, or other acts of God.
- 4.2. Our Proactive Communication Commitment: While we are not liable for these external events, we are committed to our "Proactive Communication Protocol." In the event of a potential disruption, our team will keep the client informed at all times and work to find a viable solution.
If you have any questions regarding these terms, please do not hesitate to contact our team. We believe a clear understanding is the first step to a flawless experience.
