This document contains our terms of agreement between you (Client), and Empire, LLC (we, us, our, Company). If you do not agree to our terms and conditions, then we are unfortunately not able to provide our services to you.

Booking Arrangments

In all booking arrangements, the agent or person (credit card holder) making the booking shall be deemed to have accepted and acknowledged the booking conditions on behalf of the passenger named (if different from the card holder) in the booking.

Pricing Policy

1. Pickup time may vary depending on traffic and weather conditions. But we try to be on time as much as its possible.
2. Toll Charges – if any – will be included in our prices.
3. All pickups after 11 PM and before 6:00 AM will incur a $10 surcharge.
4. Please allow a minimum travel time of 1 hour to our serviceable airports.
5. Domestic passengers should allow 1.5–2 hours prior to their departure time and International passengers 2.5–3 hours prior to their departure time in addition to our minimum travel time.

Without notice, prices and quotations are subject to change until a booking has been made and confirmed.

Payment Policy

• Full payment is required to secure an airport reservation (whether to or from) and final booking confirmation.
• Full payment for transportation other than airport runs is due at the time of pick up or drop off (drivers discretion)

Clients should double check all details shown on their receipt upon payment. Company does not take responsibility for any wrong bookings on client's behalf – hence if there is a need to make amendments please contact our office as soon as possible!

Conditions of Travel

Company will not be liable for any costs or delays incurred due to circumstances beyond our control. All luggage, including carrying on baggage and personal items, is the sole responsibility of the passenger. Company accepts no responsibility and shall not be liable for theft, loss or damage to any passenger baggage and personal items while in our vehicle. Also:

1. All bookings and enquiries should be made through our office at (940) 372-7285
2. The correct name of the passenger/s should be given at the time of the booking to confirm validity and avoid confusion.
3. Smoking/vaping, drinking (other than water) or eating is not permitted in any of our vehicles.
4. Company does not hold responsibility for any bookings/amendments made with our drivers.
5. Passengers must carefully check their baggage before leaving the vehicle.
6. Our guarantees are not applicable to passengers who choose to travel at own risk (AOR)
7. Our guarantees are not applicable to passengers who supply us with incorrect booking information.
8. Drivers log passenger pick up and drop off times. Clients who miss their check-in due to a delay once dropped at the airport will not be eligible for our Guarantee.

Safety Cameras

Safety cameras have been installed within our vehicles for operator and customer safety. The camera will initiate recording with any sudden swerve or stop and can be turned on manually to protect the operator. Customers may be recorded as a result.

Pets Policy

Pets are permitted with advance reservation &/or notice. All pets – excluding service animals – must be kenneled and will incur an additional fee. Pets less than 25 pounds may be held in a lap carrier. All pets must be properly secured within the carrier at all times.

Because a service animal is not a pet, service animals are permitted within vehicles under ADA guidelines. Please be mindful of the vehicle size while booking rides with a service animal.

Note: Therapy, companion, and emotional support pets aren't protected under the ADA and will incur an additional fee.

Limited Riders Policy

Our vehicles typically seat 3-4 passengers. Additional passengers or excess luggage may require a larger vehicle at an additional cost.

Seat capacity is limited to seats with working safety belts. State laws prohibit loading vehicles beyond seating capacity. Any attempt to do so may require additional vehicle reservations.

Changes and Modifications

Specified and confirmed in your booking is only your transfer to &/or from an airport or your location and your destination. Changes are accepted no less than 12 hours prior to your scheduled pickup time. Company must be notified for all requests for modifications.

Short Notice Reservations

Short notice reservations are reservations made less than four hours prior to requested pickup times. We are unable to guarantee service availability or timely service for short notice reservations. Availability will depend on a variety of conditions, including pickup location, drop-off location, and current vehicle availability.

There are no refunds available for reservations made with less than four hours advanced notice.

Late Flights

Passenger transfers booked on the last transfer service allocated for the day that arrives on a delayed flight and misses their allocated pick up will need to make alternative travel arrangements at their own expense, a partial refund will be issued for the arrival journey if informed on time. Company is not responsible for delayed flights. If your flight has been delayed and you are NOT on the last service of the day, please contact our office at (940) 372-7285 and we will put you on the next available service. Please note: Our services are unable to wait for delayed flights or late passengers.

Cancellation Policy (Partial Refund Guarantee)

Empire Shuttle Cancellation Policy

Customers can cancel a ride at any time up to four (4) hours before the scheduled pickup time and recieve a full refund – less a 15% inconvenience fee – by calling (940) 372-7285.

Empire Shuttle will not provide a refund if the reservation is cancelled or changed less than 4 hours prior to pick-up time, or in the event of reservation abandonment. This includes bookings made within 4 hours of pickup time.

Flight Cancellations and Delays Due to Airlines

Failure to contact us with flight cancellation or delay information in a timely manner may be considered reservation abandonment and may result in forfeiture of payment. Reservations impacted by airline delays and cancellations may be eligible for a refund when a replacement reservation is made.

Reservations paid by cash are all sales final, we are unable to issue refunds for cash sales.

At Own Risk (AOR) Disclaimer

• When booking an airport run with us, we suggest you choose our recommended pick up time. Should you choose to travel under an AOR service time and you miss your flight due to traffic or any unforeseen circumstances which result in delays, you will not be eligible for any refund. We do not recommend our clients book AOR.

Reservation Abandonment

Reservation abandonment occurs when the driver cannot find the customer at the designated pick-up location and cannot reach the customer for further instructions using the "Day of Travel" contact number provided within a short, reasonable time, so as not to jeopardize pick-up of passengers for other reservations.

Lost Property Policy

Lost property found within Company vehicles can be claimed by contacting our office at (940) 372-7285 which will be held at our base of operations for a period of 30 days. After that period has passed, all lost property items will be donated to charity. If you wish to have your lost property delivered to you, there will be an administration fee of $25.00 plus any postal charges.

Service Interruptions

Pick-up and drop-off times are approximate. Company does not take responsibility for delays due to traffic, inclimate weather or any other uncontrollable factor.

Baggage Information

Please note, due to space limitations, each passenger is allowed one suitcase and one piece of hand luggage. A surcharge applies to additional luggage items (see below). All luggage must be clearly labeled by the passenger/s, including name and residential address. Passenger/s should carry valuable and fragile items (e.g. jewelry, expensive equipment, cash, etc.) on-board. Company shall not be liable for the loss of or damage to any personal effects, luggage or other goods, whether such loss or damage is suffered, or is caused by anything occurring before, during, or after any transport.

Surcharge applies to the follow luggage items:

• Additional suitcases – $5.00 per extra piece of luggage.
• Golf Clubs – $10.00 (one set per passenger)
• Heavy Boxes (over 40 lbs.) and Musical Instruments – $10.00 per peice
• Excess luggage falling outside the above groups will have the cost confirmed by the driver prior to departure.

Delay Surcharge

30 minutes waiting time for any Airport transfer or 15 minutes waiting time for all other transport services is the maximum that will be allowed from the scheduled pickup time free of charge. However, after which a charge of $20 per 30 minute period will be enforced. This fee needs to be paid to our driver upon entering the vehicle. A receipt for this charge can be issued on request.

Company should be notified by Passenger of any expected delays. Including the free of charge wait time, a maximum of 1 hour waiting period for airport transfers and 30 minutes for all other transportation services will be allowed after the scheduled pickup time specified.

Company refuses and has no responsibility to monitor any arrival schedule times or flight departures.

Delays caused by passengers &/or airlines will not be the responsibility or liability of Company. If you do not meet your driver or call us within the pickup scheduled time as specified during your booking, it will be recorded as a 'reservation abandonment' and you will be charged in full for the booking reservation.

Traveling with Children

We welcome the opportunity to serve our younger travelers when accompanied by a responsible adult. When making a reservation, please indicate the number of children traveling so we can reserve a seat. State laws do not allow children to ride in the lap of an adult. If your child is under the minimum age/weight standards, you must supply an approved car seat for each child. It is recommended that traveling parents and legal guardians become knowledgeable about the applicable laws in the states in which they will be traveling. For more information on applicable laws, please visit: the Insurance Institute for Highway Safety website. Drivers reserve the right to refuse service to parties out of compliance with state law.

Traveling Minors

A parent or guardian must accompany customers under the age of 16 for the entire duration of the ride. Drivers may refuse service if a child is not old enough to ride alone and is without an adult or guardian.

Automatic Gratuity

Laws instated by the IRS rule that automatic gratuity is a service charge, and there is no legislation that prohibits this practice. With this being said, Empire Shuttle automatically adds a standard gratuity of 20% for all airport transfers at the time of booking and for all other transportaion services the client may choose 10% – 25% during the payment checkout process.

Empire Shuttle Responsibility

All clients and passengers must acknowledge by their acceptance, that Empire Shuttle and its agents, in organizing arrangements for transportation or any service in connection with the itineraries of individual passengers shall not be liable for loss, accident, injury, damage, delay or indiscretion, liability or expense to person or property due to an act of default by any other company or person providing services incorporated in their transfer.

Empire Shuttle and its agents shall not be held responsible or liable for any delays caused by airline operators, passengers missing flight or flight time changes.

Sickness, pilferage, labor disagreements, machinery fail, government restrains and policies, weather conditions, acts of war, violence and terrorism, default in any vehicle of transportation or for any misadventure or casualty or any other causes ahead of their control, Empire Shuttle and its agents recognize no responsibility.

We may revise these Terms from time to time without notice. These terms last updated Oct. 1, 2019