Frequently Asked Questions

Faq

1.Gratuity: Gratuity isn't included in the fares. If you want to tip your driver, you can pay in cash, Venmo, or Zelle. Drivers prefer these options.
2.Taxes: We don't add any taxes to our fares. The fare you pay depends only on the total number of passengers you've entered.
3.Lower Rates During Non-Traffic Hours: Rates are lower during these times:
- 3:00 a.m. to 5:00 a.m.
- 9:00 a.m. to 2:00 p.m.
- 8:00 p.m. to 11:00 p.m.
4.Private Non-Stop Service: We offer a Private Non-Stop Service, picking you up and dropping you off right in front of your terminal.
5.Policy Page:
- Rescheduling: You can reschedule free of charge up to 24 hours before the pickup time. Otherwise, a 25% charge will be applied.
- Cancellations: Without the protection plan, there will be a 25% cancellation fee no matter the reason. There will be no refund If you cancel within 24 hours of your pickup time. If the protection plan (insurance) is purchased, all cancellations will be fully refunded.
- Insurance: Insurance covers your cancellations, including last minute cancellation, in which you will receive a full refund. Hello Shuttle only charges an insurance fee. The insurance does not cover rescheduling if our vehicles are not available. However, if our vehicles are available at the time requested, you can reschedule with no additional fees. The protection plan (insurance) can be added during booking.
- Pets: There is a $35 pet cleaning fee for pets. Exceptions are made for service animals.
- Child Safety Seats: Car seats and boosters cost $20 each (limit 2 per car).
- Waiting Charges: For airport arrivals, the first 15 minutes are free; for other pickups, the first 10 minutes are free. After that, it's $1.50 for each additional minute.
- Refund: Refunds typically show up in your account within 7-10 business days.
- No Show - No Refund: If you're more than 10 minutes late for your pickup, it's considered a "No-Show (no refund)."
- Toll Roads and Parking Fees: We don't cover toll road fees and parking fees. They'll be charged to the same card used for the reservation.
- Liability: HELLO SHUTTLE is not responsible for mechanical breakdowns during the charter. In such an event, we will make up for the lost time on a mutually agreed date. The client assumes full financial liability for any damage caused to the vehicle during the rental by them or any members of their party. A fee of $100 will be charged for each carpet or seat burn, and a sanitation fee $250.00 will apply if necessary. Alcohol consumption and drug use are strictly prohibited by law, and any fines incurred will be the responsibility of the customer. The driver has the right to terminate the run without a refund if there is clear misconduct on the part of the client(s). Standing through the sunroof is illegal, and smoking is not allowed in our vehicles. Overtime pay will apply after the first 10 minutes of the prearranged time stated on the run sheet. We are not responsible for delays or termination due to unsafe winter road conditions (e.g., unsalted roads, accidents). Any articles left in the vehicle are the customer's responsibility, and vehicles cannot be overloaded beyond their seating capacity.
- Change of Vehicle/Service Type: If the vehicle you booked isn't available, we'll provide a different one with the same capacity. Any fare difference will be waived or refunded.
- Lost and Found: We're not responsible for lost items. Check your belongings before leaving. If you lose something, contact us immediately.
6.Recommended Pickup Time at the Airport: For airport pickups, we suggest selecting a pickup time 30 minutes after your domestic flight arrival or 1 or 2 hours after your international flight arrival.
7.Meet & Greet Service: This service costs an additional $45. Your driver will be waiting for you inside the airport terminal with a sign.
8.Curbside Pickups: Your driver will contact you via text and calls before your pickup time. Wait outside by the curb in front of your terminal, and your driver will pick you up there. Please don't go to the Uber/Lyft/Taxi transportation lot outside the airport.

Yes, you can do that. Please make sure you provide us the passenger's full name, cell number and email address so we can provide the status updates to the passenger.

We provide rear-facing, front-facing, and booster seats for an additional fee of $20 each. Children under two years old must ride in a rear-facing car seat unless they meet certain weight and height criteria. Children under eight years old must be secured in a car seat or booster seat in the back seat.

Available for an additional fee $45.00, where the driver will wait inside the airport terminal with a sign displaying the customer's name.

Our drivers will arrive at the scheduled pick-up time. Customers are given a 10-minute grace period after their scheduled pick-up time, with a $1.50 charge for each additional minute of waiting beyond 15 minutes. Reservations may be marked as no-shows if customers are not ready after the 10-minute grace period, and such reservations are ineligible for refunds.

Hello Shuttle endeavors to ensure timely airport arrivals for customers by relying on the preset pick-up times recommended by the company's reservation system. However, if a customer selects a pick-up time outside the recommended window during the reservation process, they assume associated risks. Therefore, if such customers encounter any delays, they will not be entitled to fare refunds or reimbursement for resulting expenses. For airport pickups, a suggested pick-up time is 30 minutes or 1 hour after domestic flight arrival or 1 to 2 hours after international flight arrival.

Hello Shuttle shall not be held liable for unused reservations or expenses incurred due to customer's errors, including providing incorrect information such as pick-up address or drop-off address, pick-up or arrival dates, airline or flight numbers, contact numbers, excessive luggage, or exceeding the vehicle's capacity.

Bringing excessive or oversized luggage may result in service inability. Oversized luggage typically corresponds to 27 inches (68cm) x 21 inches (53cm) x 14 inches (35cm), with a weight limit of approximately 50 pounds (23kg). Reservations will be marked as no-shows if the driver cannot provide service due to excessive luggage, and such reservations are ineligible for refunds.

While on charter, the company holds no liability in the event of a mechanical breakdown but commits to making up any lost time at a later agreed-upon date. The client bears full financial responsibility for any damage inflicted on the vehicle during the rental period by themselves or their party members. Incidents such as carpet or seat burns incur a fee of $100.00 each, and a sanitation fee of $250.00 may be applied if necessary. Alcohol consumption and drug use are strictly prohibited by law, with any resulting fines to be borne by the customer. In cases of blatant indiscretion on the part of the client(s), the driver reserves the right to terminate the run without offering a refund. Standing through the sunroof is illegal, and smoking is strictly forbidden in our vehicles. Overtime pay applies after the initial 10 minutes beyond the prearranged time described on the run sheet. The company does not accept responsibility for delays or terminations due to hazardous winter road conditions (e.g., unsalted roads, accidents, etc.). Furthermore, the company is not liable for articles left in the vehicle, and vehicles cannot be overloaded beyond their seating capacity.

Hello Shuttle is not responsible for lost items during the journey. Customers should check their belongings before leaving the vehicle and can report lost items by contacting the office info@helloshuttle.com.

Please note that our standard service does not include coverage for toll roads and parking fees.

In the event that our drivers deem it necessary to utilize toll roads for the convenience and efficiency of your journey, or if parking fees are incurred during the transportation process, Hello Shuttle will transparently charge these expenses to the same card used for the reservation.

We believe in upfront communication regarding any additional charges to ensure a seamless and hassle-free experience for our passengers.

Customers are requested not to go to the Uber/Lyft/Taxi transportation lot outside the airport for curbside pickups. They should wait by the curb in front of their terminal and contact the driver when ready for pick-up.

In the event that the vehicle you've requested is unexpectedly unavailable, we strive to ensure your transportation needs are met without any inconvenience. We'll provide a suitable replacement vehicle that accommodates your party size and luggage requirements. If the replacement vehicle costs less, we'll refund you the price difference. However, if it costs more, we will not charge the difference. Your satisfaction and comfort are our top priorities.

Gratuity is not included in the fares. If you would like to tip your driver, it would be highly appreciated. You have the following options to do so:

Pay in cash, Venmo, or Zelle (which drivers prefer).

Refunds typically show up in your account within 10 business days.

Customers are advised to book their ride at least 24 hours prior to the pickup time.

Thank you for visiting the Hello Shuttle website located at www.helloshuttle.com (the Site). By accessing and using the Site, you agree to be bound by the following Terms of Use. Please review this Policy before proceeding. If you do not agree with these Terms of Use, do not access or use the Site. Hello Shuttle reserves the right to modify this Terms of Use Policy and to update any products or programs described on the Site without prior notice. Any changes are effective immediately and binding on you, so it is advisable to periodically review this page for the current Terms of Use Policy.

From time to time, Hello Shuttle may enter agreements with third parties to offer special services and information to our customers, including an airport shuttle service in Westminster CA 92683. Your participation in such programs is subject to the terms of use policies of those programs, and you will not be in violation of our Terms of Use Policy by complying with their terms.

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