Cancellation Policy

Cancellation Notice by Vehicle Type

Cancellation notice requirements are determined by the vehicle type reserved. Cancellations must be submitted in writing via email or through your client portal.

Sedans & SUVs — 24 hours' notice

Executive sedans and luxury SUVs may be cancelled without charge when notice is provided at least 24 hours prior to the scheduled pickup time.

Includes Mercedes S-Class, Suburban, and similar vehicles.

Vans & Minibuses — 48 hours' notice

Passenger vans and minibus reservations require a minimum of 48 hours' advance notice for cancellation without charge, due to limited fleet availability and scheduling requirements.

Includes Sprinter vans and 23–40 passenger minibuses.

Motorcoaches — 7 days' notice

Full-size motorcoach reservations require 7 days' advance notice. These vehicles involve significant logistical planning, driver scheduling, and advance commitment.

Includes 41–56 passenger coaches.

Event Coordinators & Facilitators — 7 days' notice

Staffing for event coordination and transportation facilitation requires 7 days' notice due to personnel scheduling and event preparation commitments.

Includes on-site coordinators and transportation managers.

Security Clearance & Credentialed Trips

For trips requiring advance driver information (government facilities, embassies, military bases, secure venues, and similar), the cancellation notice period automatically extends to match the driver credential submission deadline. Once driver information has been submitted to the client or venue for clearance, cancellation charges apply.

Example: if a client requires driver credentials three days in advance, the cancellation window becomes three days — regardless of vehicle type — so chauffeur commitment and scheduling can be properly managed.

Cancellation Charges

When cancellations occur within the required notice period, the following charges apply:

• Cancellations with less than the required notice: 100% of the confirmed rate.
• No-shows without prior communication: 100% of the confirmed rate.
• Partial cancellation of multi-vehicle bookings: rate adjusted accordingly.
• Modifications to pickup time or destination: no charge when we are able to accommodate.

Last-Minute Change Requests

We understand that last-minute changes can happen, and we will always do our best to accommodate. Our schedules are prepared 24 hours in advance, with each chauffeur and vehicle carefully matched to your reservation — this advance planning is what allows us to deliver the seamless, reliable service you expect.

Because our schedules are typically locked 24 hours prior to pickup, change requests made within 12 hours may be difficult to fulfil. While we will make every effort to adjust or arrange an alternative chauffeur, availability cannot be guaranteed. If we are unable to accommodate your changes, your original reservation will remain in effect and the full confirmed rate will apply. To give us the best opportunity to serve you, please submit any modifications at least 12 hours before your scheduled pickup.

Flight Delay & Cancellation Provisions

For airport pickups, we monitor flight status and adjust pickup times automatically. No cancellation fees apply when flights are delayed, diverted, or cancelled by the carrier. Waiting time charges begin 15 minutes after aircraft landing (30 minutes for FBO / private aviation). Please ensure your reservation includes accurate flight information.

Special Event Reservations

High-demand events may require extended cancellation notice beyond the standard vehicle-based timeframes, due to limited availability and advance resource commitment. Specific terms are communicated at the time of booking confirmation.

Events with modified cancellation policies include the Presidential Inauguration, World Bank / IMF meetings, Formula 1, the Super Bowl, state dinners, and major conferences.

Refund Processing

Approved refunds for prepaid reservations are processed within 5–7 business days to the original payment method. Corporate accounts with established billing terms will receive a credit applied to their account balance.

Weather & Emergency Conditions

In the event of severe weather, government-declared emergencies, or conditions that compromise safe transportation, reservations may be cancelled or rescheduled without penalty by either party. We will make every reasonable effort to provide service or arrange alternative solutions when conditions permit.

Additional Fees & Charges

The following fees may apply to your reservation in addition to the base fare. All fees are itemized on your billing statement.

Waiting Time (One-Way Trips Only)

Waiting time is the duration between your scheduled pickup time and when you enter the vehicle. It is charged in 15-minute intervals to compensate for chauffeur time while the vehicle is stationary.

• Airport pickups: the clock begins 15 minutes after the aircraft lands.
• FBO pickups: the clock begins 30 minutes after the aircraft lands.

Tip: request driver arrival 15–45 minutes after landing to reduce wait fees.

Positioning Fees (Garage-to-Garage)

Your reservation reflects the chauffeur's complete commitment — from when they depart to reach your pickup location through their return after your dropoff. This ensures your vehicle and chauffeur are exclusively dedicated to your service.

For hourly reservations, a 1-hour minimum positioning fee applies. For one-way trips, positioning fees only apply when both pickup and dropoff are outside our primary service zone.

Added Stop Fees (One-Way Trips Only)

A stop is any intermediate location between your pickup and final destination where the vehicle pauses for passenger pickup, dropoff, or a brief errand. Each stop includes a 5-minute grace period.

• Business Sedan: $25
• Business SUV: $30
• Luxury SUV: $45
• Luxury Sedan: $55

Maximum 2 stops per transfer; additional stops require an hourly booking.

Early / Late Fee — $40

Applies to all reservations with pickup times between midnight (00:00) and 6:00 AM. This compensates chauffeurs for working during overnight hours when rest is typically expected.

Holiday Surcharge — 25% of Fare

Applies to trips on major U.S. holidays: New Year's Day, Memorial Day, Fourth of July, Labor Day, Thanksgiving Day, and Christmas Day. It compensates chauffeurs for working on holidays when they would otherwise be with family. The surcharge is calculated on the fare, stop fees, and waiting time.

Child Safety Seat — $40 Per Seat

Infant and toddler car seats are available upon request, subject to inventory. This covers the cost of maintaining and sanitizing seats between uses. Parents and guardians are responsible for installation; chauffeurs cannot install child seats due to liability insurance restrictions.

Meet & Greet — $25

Your chauffeur enters the airport terminal and meets you at baggage claim or arrivals holding a sign with your name, and assists with luggage. Standard service is curbside pickup at the arrivals area outside the terminal.

FBO Positioning — $40

Applied to all one-way trips with pickup at a private aviation terminal (Fixed Base Operator). Because private aircraft arrival times can vary, your chauffeur is positioned at the FBO 30 minutes before expected arrival to ensure they are ready when you land.

Airport Fees — Varies by Airport

Airports charge ground transportation providers for access to their facilities. These mandatory fees are passed through to cover airport permits, access charges, and commercial vehicle regulations. Example: $10 for DCA and IAD.

Tolls & Parking — At Cost

Any toll road charges (including E-ZPass) or parking fees incurred during your trip are passed through at cost. This includes tolls on routes to and from your locations, and parking when the chauffeur must leave the vehicle (e.g., meet & greet, building access).

H.C.S.A. Surcharge — 10–50%

High Cost Service Area surcharge, applied to service in select cities and markets. This surcharge covers higher driver compensation, increased operating costs, and elevated insurance premiums in these regions.

Billing Summary

All charges and applicable fees are itemized on your billing statement. Some charges — such as tolls, parking, and wait time — may be determined and added after trip completion. All rates are calculated and billed in U.S. dollars. Applicable taxes are charged as required.

Hourly Service & Overtime

For hourly reservations, the following billing rules apply:

• Hourly rides are billed at the chosen vehicle's prevailing hourly rate.
• Final charges are based on actual ride duration plus garage-to-garage time (positioning).
• Time is rounded to the next increment after 7 minutes past any billing period.

Sedans & SUVs — 30-minute increments. Time is rounded up to the next half-hour after the 7-minute grace period. Example: 2 hours 38 minutes is billed as 3 hours.

Vans & Buses — 1-hour increments. All van, minibus, and motorcoach hourly services are billed in 1-hour increments, rounded up to the next full hour after the 7-minute grace period. Example: 4 hours 12 minutes is billed as 5 hours.

Overtime vs. Waiting Time

Overtime (hourly trips): when clients exceed their scheduled (booked) hours, overtime charges apply. Overtime is billed at the vehicle's hourly rate in the increments above — 30 minutes for sedans and SUVs, 1 hour for vans and buses.

Waiting time (one-way trips): one-way trips are booked from point A to point B at a specific pickup time — there is no overtime. If the client is late for the scheduled pickup, waiting time charges apply in 15-minute increments to compensate for the chauffeur's time while the vehicle is stationary.

Time-Based Charges

Positioning fees and waiting time charges are billed in 15-minute increments, rounding to the next increment after 7 minutes. These charges are separate from hourly service billing.

Stop Charge Rules

The following rules apply to added stops on one-way (flat-rate) trips:

• Stop charges apply only to flat-rate pricing — never to hourly service.
• Stops must be "on route" to the dropoff location (same general direction or area).
• Stops in a different service area (off-zone): Business Sedan $45, Business SUV $55, Luxury SUV $75, Luxury Sedan $95 — plus waiting time after the 5-minute grace period.
• Off-route stops during a flat-rate trip are charged at the prevailing hourly rate.
• Maximum of 2 added stops per transfer — more stops require an hourly booking.
• If pickup and dropoff addresses are the same with a stop, this is a wait-and-return and must be booked hourly.
• There are no free stops on one-way reservations — stop fees are added automatically at booking.

Service Policies

• No-tipping policy: all pricing includes driver compensation. Neither Monumental CLS nor our chauffeurs accept gratuities. No portion of charges represents a tip or service charge.
• Lost property: Monumental CLS is not liable for lost or misplaced personal property left in vehicles.
• Prohibited items: alcoholic beverages, glass containers, smoking, firearms, explosives, and fireworks are prohibited in all vehicles.
• Rate changes: all published rates are subject to change without notice.

Cancellation Notice Summary

• Sedans, SUVs: 24 hours' notice — 100% of the confirmed rate if within the window.
• Vans, minibuses: 48 hours' notice — 100% of the confirmed rate if within the window.
• Motorcoaches: 7 days' notice — 100% of the confirmed rate if within the window.
• Event coordinators / facilitators: 7 days' notice — 100% of the confirmed rate if within the window.
• Special events: as specified at booking — 100% of the confirmed rate if within the window.
• Security clearance / credentialed trips: notice matches the driver-information submission deadline — 100% of the confirmed rate if within the window.

How to Cancel a Reservation

All cancellation requests must be submitted in writing to ensure proper documentation and confirmation. Accepted methods include:

• Email to reservations@moncls.com.
• Through your online client portal.
• Written request via your dedicated account manager (corporate accounts).

Phone cancellations must be followed by written confirmation within 2 hours to be considered valid. You will receive a cancellation confirmation number via email.

Calculating the Notice Period

The cancellation notice period is calculated from your scheduled pickup time, not the booking date. All times are calculated in Eastern Time (ET).

For example, if your sedan reservation is scheduled for 3:00 PM on Thursday, you must cancel by 3:00 PM on Wednesday to avoid charges. For a motorcoach scheduled for Saturday at 9:00 AM, cancellation must be received by the previous Saturday at 9:00 AM (7 full days prior).

Multi-Vehicle Reservations

When a reservation includes multiple vehicle types, each vehicle is subject to its own cancellation terms based on vehicle type. For example, a reservation with 2 SUVs and 1 van has a 24-hour cancellation window for the SUVs and a 48-hour window for the van.

• Reducing the vehicle count is treated as a partial cancellation.
• The longest notice period applies when cancelling the entire reservation.
• Each vehicle cancelled within its notice window incurs its individual charge.

Modifications vs. Cancellations

We distinguish between modifications and cancellations to provide flexibility where possible:

• Pickup time changes: no charge if vehicle and chauffeur availability permits.
• Destination changes: rate adjusted if the distance differs significantly.
• Vehicle upgrades: the difference in rate applies; downgrades are subject to availability.
• Vehicle type change: subject to the cancellation terms of the original vehicle if downgrading notice requirements.
• Date changes: treated as a cancellation and rebooking; notice periods apply.

Please note: any change may affect the final cost and result in a revised trip rate. Last-minute changes during peak season or major events cannot be guaranteed.

No-Show Policy

A reservation is considered a no-show when the passenger(s) fails to arrive at the designated pickup location and no prior communication has been received.

The no-show fee equals the total cost of the trip plus any applicable waiting time charges. To avoid a no-show fee, please call +1 (202) 787-3922 immediately if you cannot locate your vehicle or chauffeur.

Complimentary Wait Time

The following grace periods are included before waiting time charges begin:

• Airport pickups: 15 minutes after the aircraft lands (domestic and international).
• FBO / private aviation: 30 minutes after the aircraft lands.
• All other pickups: waiting time begins at the scheduled pickup time.

Waiting time after the grace period is billed in 15-minute increments. To reduce wait fees on airport pickups, you may request driver arrival 15–45 minutes after landing.

Deposits & Prepayment

Deposit requirements vary based on vehicle type:

• Sedans, SUVs: no deposit required for established accounts.
• Vans, minibuses: 50% deposit at booking.
• Motorcoaches: 50% deposit at booking; balance due 7 days prior.
• New clients: full prepayment or a credit card on file is required.
• Special events: as specified at booking confirmation.

Deposits are non-refundable if cancellation occurs within the notice period. For cancellations outside the notice period, deposits are fully refundable or may be applied to a future reservation.

Corporate Account Cancellations

Corporate accounts with master service agreements may have customized cancellation terms as specified in their contract. Standard policy applies unless otherwise documented.

Authorized bookers listed on corporate accounts may cancel reservations on behalf of passengers. Cancellation confirmations are sent to both the booker and the passenger on file.

Vehicle Substitution

In rare circumstances, we may need to substitute a vehicle of equal or greater class due to mechanical issues or scheduling conflicts. If a suitable substitution cannot be provided and you choose to cancel, no cancellation fee applies.

You will be notified of any substitution as soon as possible, and your approval will be requested before confirming the change. Substitutions do not change the applicable cancellation notice period.

Gratuity on Cancelled Reservations

Pre-paid gratuity is fully refundable on cancelled reservations regardless of timing. If you have prepaid gratuity and your reservation is cancelled within the notice period, the gratuity is refunded while the cancellation fee applies to the base fare only.

Disputing a Cancellation Charge

If you believe a cancellation charge was applied in error, please contact our reservations team within 30 days of the charge date. Include your reservation confirmation number and any documentation supporting your dispute.

Disputes are reviewed within 5 business days, and you will be notified of the outcome via email. Approved adjustments are processed within 7–10 business days.

Force Majeure

Neither party shall be liable for cancellations or failures to perform due to circumstances beyond reasonable control, including but not limited to natural disasters, acts of terrorism, government actions, civil unrest, pandemics, or infrastructure failures affecting travel.

In such events, we will work with you to reschedule service or provide a full refund at your preference.

Policy Updates

This cancellation policy may be updated periodically to reflect operational requirements or industry standards. Changes take effect for reservations made after the update date. Existing reservations remain subject to the policy in effect at the time of booking. Significant policy changes are communicated to active clients via email.

Policy effective as of January 2026. Terms are subject to change with notice.

Questions About Your Reservation?

Our reservations team is available to assist with any questions about your booking or this policy.