Wait Time Policy Grace periods are determined by the pickup location and start at the scheduled pickup time. If the grace period finishes and your customer has not arrived, you will be charged $1/minute in wait time fees.
Airport*/Cruise Terminal Pickup Domestic
Flight/Cruise Terminal: 30 Minutes International Flight: 60 Minutes
Non-Airport Pick-up: 10 Minutes
*Flights can be especially unpredictable. We ask for flight information to track flights and help you avoid wait time fees. You have the option to disable the flight tracker and select an exact pickup time, however we advise against this. If you disable the tracker you may incur unnecessary wait time fees or your customer may be kept waiting if the plane doesn’t land when expected.
When the grace period has passed, we will attempt to contact you several times. If we haven’t heard from you or your customer, we will cancel the ride 60 minutes after the grace period has ended. If your customer does not show up, you will be charged the wait time incurred plus any other applicable charges. If you need to extend the wait time for your customer, no problem – just give us a call.
Cancellation Policy Cancellation fees are based on pickup location and the time the reservation is cancelled. Minimum notice periods (time before the scheduled pickup time) are as follows.
Manhattan: 30 minutes (1/2 hour)
NYC Boroughs and Airports: 60 minutes (1 hour)
Rest of United States: 180 minutes (3 hours)
Cancellations that occur without the required notice will result in a charge based on the pickup location (details below).
Manhattan (Sedan): $35 + tax + applicable wait time and car seat fees
Manhattan (SUV): $68 + tax + applicable wait time and car seat fees
NYC Boroughs and Airports: Full fare up to $78 + applicable tax, wait time, tolls, parking, meet and greet, and car seat fees
Rest of United States: Full fare + applicable wait time, tolls, parking, meet and greet, and car seat fees
Any change to a reservation that occurs without the minimum notice period set forth above will be deemed to be a cancellation of the original reservation and will result in the imposition of the applicable cancellation fee.
Matrix Limos reserves the right to charge the entire fare in advance at the time the reservation is made. In the event of a cancellation, Matrix Limos reserves the right to withhold that portion of the fare not charged as a cancellation fee for a period of up to 60 days following the date of the scheduled service date.
The cancellation and other fees set forth above also apply in the event the passenger is not available for his/her scheduled pick-up.
Tolls Policy If your customer is travelling in the New York Metro area, tolls are calculated using the best/fastest route determined by our system. If a toll route was not taken during the ride, then you will not be charged for the toll. You are also responsible for roundtrip tolls of the driver, both to and from the passenger pick-up and drop-off locations, if the trip is between New York and New Jersey.
Outside of the New York Metro area, tolls are charged at the completion of the ride and they are charged based on round trip toll rate. They are only incurred by the passenger on the one-way route to the drop-off location. Tolls are subject to changes set forth by the toll authorities and may be adjusted without notice.