Cancellation Policy
Last revised: October 22, 2026
This Cancellation Policy forms part of the Matrix Limos Terms of Use. Times are measured from the scheduled pickup time shown in your booking confirmation.
1. Cancellation windows
| Vehicle class | Free cancellation | Charged in full |
|---|---|---|
| Business Sedan, First Class, Luxury SUV | 3 hours or more before pickup | Less than 3 hours before pickup |
| Vans, minibuses and larger vehicles | 24 hours or more before pickup | Less than 24 hours before pickup |
A cancellation within the charged window is billed at 100 percent of the booked fare. Tolls, airport fees and add-ons that were not incurred are not charged.
2. How to cancel
Cancel through the link in your booking confirmation, by email to info@matrixlimos.com, or by calling (914) 237-9700. A cancellation takes effect when we confirm it; keep the confirmation email or reference number. Cancellations are not accepted by message to the chauffeur.
3. Changes to a booking
Changes to pickup time, addresses, passenger count or vehicle class are free when requested outside the cancellation window and subject to availability. A change requested inside the window is treated as a cancellation and a new booking. A change that increases distance, duration or vehicle class is charged at the difference in fare.
4. Waiting time and no-shows
The fare includes waiting time of 60 minutes after the actual landing time for airport pickups and 15 minutes after the scheduled pickup time for all other pickups. Waiting beyond the included time is charged in 15-minute increments at the hourly rate for the vehicle class. If the passenger cannot be reached by telephone or text within 30 minutes after the included waiting time ends, the ride is a no-show and is charged in full.
5. Flight delays
For airport pickups we track the flight number provided at booking and adjust the pickup time to the actual arrival. A delay does not count as a change or a cancellation. If a flight is cancelled, tell us as soon as you know; a cancellation received before the scheduled pickup time is treated under Section 1 using the originally scheduled pickup time.
6. Refunds
Charges paid at booking that fall within the free-cancellation window are refunded to the original payment method within 7 business days of the cancellation confirmation. Charges within the charged window are not refunded. At our discretion, part of a cancellation charge may be credited toward a future booking; a credit is not a refund and has no cash value.
7. Cancellation by Matrix Limos
Where a ride cannot be performed for reasons beyond our reasonable control, including severe weather, road closures or airport disruption, we will inform you as early as possible and refund any amount paid for the affected ride in full. No further compensation is payable.
8. Contact
Zara Worldwide Inc. d/b/a Matrix Limos · 4 E Rolling Crossroads, Suite 207, Catonsville, MD 21228 · (914) 237-9700 · info@matrixlimos.com