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Refund Policy

Purpose and Scope

This Refund Policy outlines the terms under which passengers of Rocky Point White Glove Van Service, LLC (“Company,” “we,” “us,” or “our”) may receive refunds or travel credits for canceled or modified reservations.
The policy applies to all transportation services booked directly through our website (RPWhiteGloveShuttle.com), by phone, or through authorized representatives.

By confirming a reservation, passengers (“you,” “your,” or “customer”) agree to comply with this Refund Policy.

 

General Refund Eligibility

Refunds are determined based on the timing of the cancellation relative to the scheduled departure date and the type of service purchased (standard fare, group booking, or private charter).

Timing of CancellationRefund Eligibility

72 hours or more before departure: Full refund, minus a 10% administrative fee

48–71 hours before departure: 50% refund

Less than 48 hours before departure: Non-refundable

No-show or missed departureNon-refundable

Refund eligibility applies only to fares paid directly to the Company. Third-party processing fees (e.g., PayPal or Stripe) may be non-refundable per their policies.

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Cancellations by the Company

If the Company cancels a scheduled trip for reasons beyond the passenger’s control (such as mechanical failure, weather, or border closure), passengers will be offered one of the following options:

  • A full refund of the amount paid, or

  • A travel credit of equal value to be applied toward future travel within 12 months of the original booking date.

Refunds or credits will be processed within 7–10 business days.

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Modifications and Rebookings

  • Passengers may request to modify a reservation (date, time, or passenger count) up to 72 hours before departure, subject to availability.

  • If a modification results in a fare increase, the balance must be paid before confirmation.

  • If the modification is requested within 72 hours, standard cancellation terms apply.

  • If the rebooking request cannot be accommodated, standard refund eligibility rules will apply.

 

Group and Private Charter Refunds

Group and private charter bookings require a 25% non-refundable deposit at the time of reservation.

Cancellation TimingRefund Eligibility

14+ days before departureRefund of payments made, less deposit

7–13 days before departure50% refund of total booking cost

Fewer than 7 days before departureNon-refundable

In the event of a Company-initiated cancellation (e.g., weather or border restriction), the deposit may be credited toward a future booking within 12 months.

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Payment Method and Refund Processing

Refunds will be issued using the original payment method whenever possible.
For card or PayPal payments, refunds will be credited back to the same account used during booking.
If the original payment method is unavailable, a check or credit voucher may be issued to the customer’s registered address or email on file.

Processing times may vary depending on financial institutions, but refunds will typically be completed within 7–10 business days from approval.

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Non-Refundable Circumstances

Refunds will not be issued in the following cases:

  • Failure to provide valid travel documentation (e.g., passport, visa).

  • Passenger removal due to disorderly, unsafe, or noncompliant behavior.

  • Delays caused by border processing, weather, or traffic beyond the Company’s control.

  • Missed pickups or no-shows.

  • Failure to adhere to Company policies (e.g., health, safety, or conduct rules).

 

Travel Credits

In certain cases, the Company may issue travel credits instead of refunds.
Credits are valid for 12 months from the date of issuance and may be applied toward future reservations for the same passenger(s).
Credits are non-transferable and have no cash value.

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Refund Request Procedure

To request a refund or travel credit:

  1. Submit a written request via email to RockyPointWhiteGloveShuttle@gmail.com with the subject line “Refund Request.”

  2. Include your full name, booking reference number, date of travel, and reason for the request.

  3. The Company will review and respond within 5 business days with a resolution or request for additional information.

Refunds are granted solely at the Company’s discretion based on the terms outlined in this policy.

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Third-Party Bookings

If your reservation was made through a third-party platform, travel agent, or affiliate partner, their refund policies may differ.
The Company cannot guarantee refunds for bookings not made directly through our systems.

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Force Majeure

The Company is not liable for failure to perform its obligations (including refunds) due to circumstances beyond reasonable control, such as:

  • Acts of nature (flood, fire, storm, etc.)

  • War, terrorism, or civil unrest

  • Government restrictions or border closures

  • Labor disputes, strikes, or mechanical breakdowns

Under these conditions, the Company may offer rescheduling or travel credits but is not obligated to provide cash refunds.

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Customer Responsibilities

Passengers are responsible for:

  • Reviewing booking details carefully before confirming reservations.

  • Arriving at designated pickup points on time.

  • Providing accurate contact information for communication.
    Failure to meet these requirements may result in forfeiture of fares.

 

Compliance with Applicable Law

This policy is governed by the laws of the State of Arizona, USA.
All refund transactions and disputes will be handled in accordance with applicable U.S. and state consumer protection laws.
Any legal disputes arising under this policy shall be resolved through binding arbitration in Maricopa County, Arizona.

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