Cancellation & Refund Policy
Sultan Rides Services Inc. | Precision Chauffeur · New York
Effective Date: September 8, 2026 | Last Updated: September 8, 2026
Flat Confirmed Price, No Surge, Instant Online Booking, 24/7
Cancellation, Refund, And Fee Policy
This policy explains what cancellations, changes, and additional charges cost.
Every fee we charge is listed below with a number next to it. We will not bill you a fee that is not published here or in our Terms and Conditions.
Four costs can only be priced once your trip actually happens — tolls, parking and venue access, extra mileage on a route changed during service, and repairing damage. These are billed at actual cost with no markup, itemized on your receipt, and documented on request.
Hourly, as-directed, and additional vehicle rates are quoted to you in writing and stated on your confirmation before the booking is confirmed.
This policy applies to every reservation booked through sultanrides.com, by phone, by email, or through our reservation platform, and forms part of our Terms and Conditions.
1. Cancellation and Refund Windows
| Vehicle Class | Full Refund | 50% Refund | No Refund |
|---|---|---|---|
| Sedan, Sultan X, Premium Sedan, Premium SUV, Luxury SUV | 24+ hours before pickup | Less than 24 hours | No-show, or once the chauffeur has been dispatched |
| Van | 48+ hours before pickup | Less than 48 hours | Less than 12 hours before pickup |
| Limousine (7–9 and 16–18 passengers) | 72+ hours before pickup | Less than 72 hours | Less than 48 hours before pickup |
| Bus (24–36 and 37–56 passengers) | 5+ days before pickup | Less than 5 days | Less than 48 hours before pickup |
| Hourly / As-Directed | 24+ hours before pickup | Less than 24 hours | Less than 4 hours before pickup |
For weddings, events, and multi-vehicle bookings, the longer of 7 days or the applicable vehicle window above applies.
2. Refund Terms
- Refunds are issued to the original payment method.
- Refunds are typically processed within 5–10 business days, subject to the processing schedule of our booking platform and your card issuer.
- A 4% processing deduction applies to every refund, including cancellations that otherwise qualify for a full refund.
This is separate from, and does not stack with, the 3% processing fee charged on the original transaction. - Where a deposit is designated as non-refundable on your confirmation, that designation controls.
3. Changes and Rescheduling
Changes to time, date, pickup or drop-off location, passenger count, or vehicle class are subject to availability and may change the price. We will confirm any revised rate in writing before proceeding.
Changes requested within the no-refund window may be treated as a cancellation and a new booking. Contact us as early as possible and we will do our best to accommodate you.
4. No-Show Policy
A no-show occurs when a Passenger does not appear at the confirmed pickup location, does not respond to contact attempts by the chauffeur or dispatch, and has not cancelled within the applicable window. In a no-show, the full fare is charged and no refund is issued.
Before recording a no-show, our chauffeur will remain at the pickup location through the applicable grace period and dispatch will attempt to reach the Client at the phone number on the reservation.
If you cannot locate your chauffeur, call us before leaving. Departing without contacting us will be treated as a no-show.
5. Waiting Time — Non-Airport Pickups
The grace period begins at the scheduled pickup time. Waiting time is billed in one-minute increments once the grace period expires and appears as a separate line on your receipt.
| Vehicle Class | Grace Period | Rate After Grace Period |
|---|---|---|
| Sedan | 15 minutes | $1.00 per minute |
| Sultan X | 15 minutes | $1.50 per minute |
| Premium Sedan | 15 minutes | $1.50 per minute |
| Premium SUV | 15 minutes | $1.50 per minute |
| Luxury SUV | 15 minutes | $1.50 per minute |
| Van | 15 minutes | $2.00 per minute |
| Limousine (7–9 passengers) | 15 minutes | $150.00 flat |
| Limousine (16–18 passengers) | 15 minutes | $225.00 flat |
| Bus (24–36 passengers) | 15 minutes | $150.00 flat |
| Bus (37–56 passengers) | 15 minutes | $180.00 flat |
Flat waiting charges. For limousines and buses, the amount shown is charged in full once the grace period expires, whether the wait is ten minutes or an hour. These vehicles cannot be released to another booking once they are held, which is why the charge is not billed by the minute.
6. Waiting Time — Airport Pickups
We track all inbound flights. Your complimentary waiting period is measured from the actual arrival time of your flight as recorded by our flight tracking service, not from the originally scheduled arrival time — so a delayed flight does not cost you waiting charges.
| Arrival Type | Complimentary Wait | Rate After |
|---|---|---|
| Domestic | 45 minutes from actual arrival | Applicable rate for the vehicle class, per Section 5 |
| International | 60 minutes from actual arrival | Applicable rate for the vehicle class, per Section 5 |
These allowances apply to every vehicle class. For limousines and buses, the flat waiting charge in Section 5 applies once the complimentary period ends.
What we need from you:
- Provide the correct airline and flight number when booking. Without a flight number we cannot track your arrival, and the standard 15-minute grace period applies instead.
- Notify us promptly of any change to your flight, including a missed connection or rebooking.
- Contact your chauffeur or our dispatch line if baggage claim, customs, or immigration is running long.
7. Additional Stops and Route Changes
Additional stops requested during service are subject to chauffeur availability and scheduling.
| Vehicle Class | Per Additional Stop |
|---|---|
| Sedan, Sultan X, Premium Sedan, Premium SUV, Luxury SUV | $20.00 |
| Van | $30.00 |
| Limousine (7–9 and 16–18 passengers) | $50.00 |
| Bus (24–36 and 37–56 passengers) | $75.00 |
Out-of-route stops are charged at the rate above plus the applicable per-mile or hourly rate.
Extended detours or itinerary changes may be declined if they conflict with a subsequent reservation. Routing is at the chauffeur’s discretion based on traffic and road conditions unless a specific route is requested in advance.
8. Additional Services
| Service | Amount |
|---|---|
| Child safety seat | $20.00 per seat |
Airport meet-and-greet service is also available for $30.00, with your chauffeur meeting you inside the terminal or lobby.
Both services must be requested at the time of booking and are subject to availability.
9. Cleaning and Damage
The Client is financially responsible for damage to the vehicle caused by any Passenger in their party, including damage caused by a Passenger’s guests.
| Charge | Amount |
|---|---|
| Excessive trash or spills requiring detailing | $150.00 |
| Smoking or vaping violation | $250.00 |
| Sickness or bodily fluids (deep clean and sanitation) | $350.00 |
| Damage to upholstery, trim, glass, or equipment | Actual cost of repair or replacement |
| Loss of use while the vehicle is out of service | $300.00 per day |
Charges are applied to the card on file, and photographic documentation is provided with the receipt.
10. Circumstances Beyond Anyone’s Control
In the event of severe weather, natural disaster, major road or airport closure, airline cancellation, or other circumstances beyond the Client’s or the Company’s reasonable control, Sultan Rides may offer a rebooking or a service credit at its discretion. Please call us as early as you can so we can work it out.
11. How to Cancel or Change a Reservation
Phone: +1 (917) 720-2726 – Email: contact@sultanrides.com
Please include your reservation number, the name on the booking, and the pickup date and time so we can process your request quickly.
Cancellations are effective when we confirm them in writing. A voicemail or unanswered email is not a confirmed cancellation.
12. Policy Updates
Sultan Rides may update this policy at any time. The current version will always be posted on this page with a revised effective date.
The version in effect at the time you book governs your reservation.
13. Contact Us
We’re here to help, 24 hours a day.
Sultan Rides Services Inc. | contact@sultanrides.com | +1 (917) 720-2726 | sultanrides.com