Change and Cancellation Policies

For transfer reservations, a change fee or late cancellation fee of $45.00 will be charged to all transfer reservations changed or cancelled within the minimum stated time and prior to the scheduled pick up time in the city of service.

For hourly service reservations, the change or late cancellation fee is equal to the hourly minimum.*

A no show fee equal to the hourly minimum or base transfer rate, as applicable, for the confirmed vehicle will be charged if the passenger does not arrive, as scheduled, at the designated driver meeting location for all reservations.*

To avoid a change fee, late cancellation fee or no show fee, the reservation must be changed or cancelled in accordance with the cancellation policy noted in your email confirmation. To do so you may call 866.444.2144

If you experience difficulty locating the driver, please call the Service Provider telephone number listed on the email confirmation. Leaving the pick-up location without notifying Embarque will result in a no show charge.

*Applies to all reservations where the pick up location is within the local city metropolitan area. The local city metropolitan area is defined as within 60 miles of the downtown or city center. All services outside the local metropolitan area may be assessed the actual drive time to/from the pick-up location.

NOTE: All Special Event Change and Cancellation Policies supersede Embarque's standard Change and Cancellation Policies and are noted on confirmations.

Garage-to-Garage Calculations

Garage-to-Garage means charges are calculated by applying the applicable hourly rate commencing from the time the driver departs the garage to begin service and continues through such time the driver concludes service and returns to the garage. The minimum number of billable hours appears in the estimate, however the actual number of billable hours may exceed the minimum.

Wait Time - Airport Transfers

Wait time is not charged for commercial flights unless customers choose to deviate from proceeding to the stated customer/driver meeting location. Wait time beyond the twenty (20) minutes will incur the transfer base rate charge plus the hourly charge prorated in fifteen (15) minute intervals.

Wait Time - Point-to-Point Transfers

Customers are permitted twenty (20) minutes of wait time after the scheduled pickup time. Wait time beyond the twenty (20) minutes will result in charges equal to the transfer base rate charge plus the hourly charge prorated in fifteen (15) minute intervals.

Extra Stops

For transfer reservations, customers are allowed to make one stop, along the route, which does not exceed fifteen (15) minutes. If the stop exceeds fifteen (15) minutes, the customer will be charged the transfer base rate plus the hourly rate for the vehicle in fifteen (15) minute increments up to forty-five (45) minutes (rounded up) for the time that the chauffeur waits. If there is more than one stop, or if the one stop lasts more than thirty (30) minutes, then the trip will convert to an hourly rate.

Suggested Gratuity

The entire amount of all collected gratuities is paid to your professional chauffeur. For your convenience, a suggested gratuity, which is a percentage of the Base Rate, has been added to your bill. The amount of any gratuity you pay is at your discretion.


Incidentals are certain charges that are in addition to base rates and may include, but are not limited to, parking, port fee, special requests, and tolls.

Estimated Inclusive Quote

Rates quoted prior to service are only an initial estimate of the cost of services reserved. Wait time and/or additional services may change the final price.

Exchange Rate

Any quoted rate is based on the exchange rate in effect at the time of booking. The final bill will be calculated using the exchange rate in effect at the time of billing.

Airport Transfer

The charge for service between a commercial airport or FBO location and a predefined location.

Hourly Charge

The charge for "As-Directed" service when there is an itinerary involved or the driver takes instructions from the customer; typically involves multiple stops.

Point-to-Point Transfer

The charge for predefined transfer from the most frequently traveled routes in a given market, separate and aside from Airport Transfers, as defined above.

Base Rate

The rate charged for basic transportation services before any Gratuity, Incidental Charges, and/or Tax is added.

Child Safety Seats

For safety reasons of providing age and weight appropriate equipment, Embarque does not provide child safety or booster seats. However, customers may provide and install their own child safety or booster seats.

Safety Belts

Embarque requires all passengers to comply with all local laws and regulations regarding safety belts and other safety equipment.

Driver Conduct

Embarque maintains a zero tolerance policy with regard to drug and alcohol use.  We are committed to ensuring that our services and workplace remain free from the effects of drugs and alcohol in order to promote the health and safety of all our employees and customers. 

If you suspect that an Embarque employee or driver is under the influence of drugs or alcohol please report this immediately by calling 1- 800 390 6074.

You may reach a customer service representative 24 hours a day, 7 days a week by calling 1- 866 444 2144.

Pets and Service Animals

Animals may only be transported in a kennel or soft-sided pet container.  In the event damage occurs to the vehicle, caused by the animal, a damage and/or cleaning fee may be charged.

For passengers with disabilities traveling with a service animal, the animal does not require being transported in a kennel or soft-sided pet container.


Any hearing impaired person, totally or partially blind person, or physically disabled person riding in any Embarque  vehicle is permitted to be accompanied by a service animal, without being required to pay an extra charge for the service animal.

Lost or Misplaced Items

Please note that Embarque assumes no liability for any lost or misplaced personal property or any other items left in any vehicle.

In-Vehicle Complimentary WiFi

Many of Embarque’s vehicles offer passengers complimentary In-Vehicle access to WiFi.  Any passengers who utilize the complimentary In-Vehicle WiFi understand and agree that there are significant security, privacy and confidentiality risks inherent in accessing or transmitting information through the Internet, whether the connection to the Internet is facilitated through wired or wireless technology. These security issues range from interception of transmissions, loss of data, or the introduction of viruses or other programs that can damage your device or network.  ACCORDINGLY, ALL PASSENGERS AGREE THAT CAREY INTERNATIONAL, INC., ITS SUBSIDIARIES, AFFILIATES, PARENTS, OWNERS, INVESTORS AND INSURERS WILL NOT BE LIABLE FOR ANY INTERCEPTION OF TRANSMISSIONS, LOSS OF DATA, FILE CORRUPTION, HACKING OR DAMAGE TO YOUR COMPUTER OR NETWORK THAT RESULTS FROM THE TRANSMISSION OR DOWNLOAD OF INFORMATION OR MATERIALS THROUGH THE SERVICE.

Nondiscrimination Policy

Embarque provides transportation based solely upon vehicle and chauffeur availability, without regard to race, sex, color, national origin, sexual orientation, religion, gender identification, disability, age or geographic departure point or destination.

Embarque Mobile Application

For busy Embarque customers that regularly manage travel while on the go, Embarque offers our state of the art Embarque Mobile Application. 

In order to download the Mobile Application please chose the link applicable to your mobile device:

For mobile devices running on the Android® platform use this link

For mobile devices running on the iOS® platform use this link