Policies & Terms
At Divine Driving & Concierge, our goal is to provide safe, reliable, professional private transportation with clear expectations for our clients and our team.
These policies apply to reservations made with Divine Driving & Concierge unless different terms are specifically agreed to in writing for a particular reservation, contract, or account.
By submitting payment for transportation services, the customer acknowledges and agrees to these Policies & Terms.
Reservations & Payment
Transportation services are prepaid, and payment is required to confirm a reservation.
A quote, invoice, conversation, or requested date and time does not guarantee a vehicle or driver. Until payment is received, the reservation remains unconfirmed and subject to driver and vehicle availability.
Once payment has been received, the reservation is considered confirmed for the services shown on the reservation or invoice.
At the discretion of Divine Driving & Concierge, transportation may occasionally be provided before payment has been received. Allowing service to proceed does not waive the prepayment requirement or establish an agreement for post-service payment.
If transportation is provided before payment is received, the outstanding balance is due immediately upon completion of service.
Any balance remaining unpaid after the calendar day on which service was provided may be subject to a $20 Late Payment Fee.
The Late Payment Fee does not extend the payment due date or provide an option to defer payment.
Any outstanding balance or applicable fee must be paid before future reservations will be confirmed.
Booking Fee
Each reservation includes a $50+ Booking Fee within the quoted fare.
The amount of the Booking Fee is determined by the total amount of each trip reservation and will be noted at the bottom of each invoice.
The Booking Fee is not an additional amount added to the quoted fare. It is already included in the amount quoted to the customer.
The Booking Fee covers administrative and scheduling services associated with securing and coordinating the reservation, including vehicle and driver scheduling, routing, communication, and reservation management.
Refundability of the Booking Fee is determined by the Cancellation Policy below.
Payment Methods
Accepted payment methods include:
ACH
Debit card
Credit card — 3% surcharge applies
Zelle — (208) 704-2220 (Bethany Garrison)
Venmo — @DivineDrivingConcierge
Cash is accepted for driver gratuities only and is not accepted as payment for transportation services unless specifically authorized in advance.
Payment of an invoice constitutes acceptance of the reservation details and these Policies & Terms.
Cancellation Policy
We understand that plans change. Refund eligibility is based on the amount of notice provided before the scheduled service.
48 hours or more before service:
Full refund.
24–48 hours before service:
Refund less the Booking Fee.
2–24 hours before service:
Up to 50% of the quoted fare may be retained, with the remaining amount refunded.
Less than 2 hours before service or No-Show:
Up to 100% of the quoted fare may be retained, and no refund may be issued.
Cancellation timing is based on the scheduled pickup or service start time.
Reservation Changes
We will make reasonable efforts to accommodate changes to confirmed reservations.
Changes requested more than 24 hours before service will generally be accommodated without a Reservation Change Fee when possible, although any difference in transportation fare or services will still apply.
Significant changes requested within 24 hours of service that affect scheduling, vehicle assignment, routing, pickup or drop-off locations, service duration, or other operational requirements may incur a $50 Reservation Change Fee, plus any applicable fare adjustment.
All changes are subject to driver and vehicle availability.
A requested change is not guaranteed until it has been confirmed by Divine Driving & Concierge.
If a requested change substantially changes the original transportation service, the reservation may need to be repriced.
Airport Transportation
When flight information is provided, Divine Driving & Concierge monitors arriving flights and adjusts the scheduled pickup based on the flight's actual arrival whenever reasonably possible.
Customers are not charged waiting time or a Reservation Change Fee solely because of an airline-caused flight delay.
If your flight is significantly delayed, we will do our best to accommodate your updated arrival time. Your originally scheduled driver or vehicle may no longer be available, and a different driver or vehicle may be assigned so that other previously scheduled reservations are not disrupted.
Airport Arrival Wait Time
The complimentary arrival period begins when the flight arrives at the gate, not when the aircraft lands.
Once the flight arrives at the gate, passengers receive 30 minutes of complimentary wait time to deplane, collect luggage, and meet their driver.
Time spent on the tarmac before the aircraft reaches the gate is not counted toward the complimentary 30-minute period.
After the complimentary 30-minute period, additional waiting time is billed at the regular hourly rate for the vehicle reserved, prorated in 15-minute increments.
Please communicate with your driver or dispatch if baggage delays, mobility needs, airport issues, or other circumstances are preventing you from reaching the pickup location.
Extended waiting may require us to assign a different driver or vehicle so that other confirmed reservations are not disrupted.
Pickup Times & Passenger Readiness
Passengers should be ready for pickup at their confirmed pickup time.
Drivers may arrive early when scheduling permits, but passengers are not required to depart before their confirmed pickup time.
If you are unexpectedly delayed, please communicate with your driver or dispatch as soon as possible.
Extended waiting beyond 15 minutes of the scheduled pickup time or applicable complimentary waiting period may be billed at the regular hourly rate for the vehicle reserved, prorated in 15-minute increments.
Extended waiting may also require a driver or vehicle reassignment in order to avoid disrupting other confirmed reservations.
Hourly Service & Standby Time
Hourly transportation reserves a vehicle and driver for the customer during the scheduled service period.
Both driving time and standby/waiting time are considered part of hourly service.
Hourly service is appropriate when a customer needs the same vehicle and driver to remain available between destinations, appointments, meals, events, or other activities.
Additional time beyond the reserved service period is subject to availability and will be billed at the applicable hourly rate.
Separate Transfers & the 2-Hour Rule
When two transportation services are scheduled less than 2 hours apart, hourly service may be required rather than booking the transportation as two separate transfers.
Separate transfers are point-to-point transportation services and do not reserve the vehicle or driver between trips.
When separate transfers are booked, the same vehicle and driver are not guaranteed for both portions of the transportation.
Customers who require a dedicated vehicle and driver to remain available between trips should reserve hourly service.
Vehicle Selection & Substitution
We make every reasonable effort to provide the vehicle type reserved by the customer.
Specific makes, models, model years, colors, features, or individual vehicles are not guaranteed unless the reservation specifically includes a guaranteed vehicle or premium service.
Operational circumstances such as mechanical issues, weather, road conditions, scheduling changes, or other unforeseen circumstances may occasionally require vehicle substitution.
When substitution is necessary, we will make reasonable efforts to provide a vehicle of comparable or greater passenger capacity and service level.
Passenger & Luggage Capacity
Customers are responsible for providing accurate passenger and luggage information when making a reservation.
Passenger capacity and luggage capacity are not necessarily the same. A vehicle may legally seat the requested number of passengers but may not have sufficient cargo space for all luggage.
Please provide accurate information regarding passengers and significant luggage or cargo, including large suitcases, carry-ons, golf bags, skis or snowboards, strollers, mobility equipment, and oversized items.
If the passenger or luggage information provided at booking is inaccurate or incomplete, a larger or additional vehicle may be required.
Additional transportation costs resulting from inaccurate or incomplete passenger or luggage information are the responsibility of the customer.
Transportation cannot be provided beyond the legal passenger or weight capacity of a vehicle.
Child Car Seats
Child car seats are available upon request and subject to availability.
The parent or guardian is responsible for providing accurate information regarding the child's age, height, weight, and car-seat needs so that an appropriate seat can be provided.
Parents and guardians are responsible for confirming that the child safety seat provided is appropriate for their child and for ensuring the child is properly secured.
Customers are also welcome to provide their own child safety seat.
Pets & Service Animals
Pets are welcome with advance notice.
A $25 uncrated pet fee applies to non-service animals traveling outside of a carrier or crate. This fee helps cover the additional cleaning and vehicle preparation commonly required after transporting an uncrated animal.
Customers are responsible for their animals while inside the vehicle and may be responsible for additional cleaning or repair costs resulting from excessive mess or damage beyond normal pet-related cleaning.
Qualified service animals are accommodated in accordance with applicable law and are not subject to the uncrated pet fee.
Service animals must remain under the control of their handler. Customers may be responsible for actual damage caused by a service animal to the same extent that other customers are responsible for damage they cause.
Emotional support, comfort, or companion animals that do not qualify as service animals under applicable law are treated as pets for purposes of this policy.
Cleaning & Vehicle Damage
We take pride in providing clean, professionally maintained vehicles.
Customers may be responsible for reasonable cleaning or repair costs resulting from excessive mess, spills, stains, bodily fluids, smoking, pet-related cleaning beyond normal use, intentional damage, or other conditions requiring specialized cleaning or repair.
Any applicable charge will be based on the nature of the cleaning or repair required.
Smoking & Vaping
Smoking and vaping are not permitted inside Divine Driving & Concierge vehicles.
This includes cigarettes, cigars, vaping devices, marijuana, and any other smoked or vaporized substance.
Alcohol Policy
Alcohol may be consumed in Divine Driving & Concierge vehicles only when permitted by applicable law and in accordance with the following requirements.
Client-Supplied Alcohol
Divine Driving & Concierge does not sell, provide, or serve alcoholic beverages. Any alcohol transported or consumed during transportation must be supplied by the client or passengers.
All passengers consuming or possessing alcohol must be 21 years of age or older.
Open Containers & Passenger Area
Alcohol and open containers must remain behind the driver's seat and within the designated passenger area of the vehicle.
Open alcoholic beverages are not permitted in the front passenger area or within the driver's area, and the driver may not possess or consume an open alcoholic beverage.
Passengers are responsible for keeping beverages reasonably secured and preventing spills or damage to the vehicle.
Glassware & Beverage Setup
Cups or glassware may be available by advance request.
Any coolers, bottles, glassware, or beverage setups must be safely secured and must not interfere with vehicle operation, passenger safety, emergency exits, or the driver's ability to safely operate the vehicle.
Passenger Conduct & Intoxication
The safety of our passengers, drivers, vehicles, and the public comes first.
Passengers must comply with applicable seat belt laws, alcohol laws, and reasonable safety instructions from the driver. Transportation will not be operated in a manner that violates traffic laws or creates an unsafe condition at the request of a passenger.
Permission to consume alcohol does not permit unsafe, illegal, threatening, abusive, excessively disruptive, or destructive behavior.
The driver may restrict or discontinue alcohol consumption and may refuse or discontinue transportation when passenger behavior or level of intoxication creates an unsafe environment, interferes with the driver's ability to safely operate the vehicle, violates applicable law, or presents a risk to passengers, the driver, the vehicle, or the public.
Passengers may be responsible for additional cleaning, damage, waiting time, or other applicable charges resulting from spills, excessive mess, bodily fluids, illness, damage, or other conditions resulting from passenger behavior or alcohol consumption.
Divine Driving & Concierge reserves the right to prohibit alcohol or discontinue transportation when necessary for safety, legal compliance, passenger conduct, or protection of the vehicle.
Weather, Road Conditions & Unforeseen Circumstances
Divine Driving & Concierge operates throughout the year and makes every reasonable effort to complete confirmed transportation.
Severe weather, road closures, accidents, wildfires, airport closures, government restrictions, mechanical issues, or other circumstances outside our reasonable control may affect routes, travel times, vehicle assignments, or our ability to safely complete transportation as originally scheduled.
Safety takes priority over schedule.
When conditions require a change, we will make reasonable efforts to communicate with affected customers and provide an appropriate alternative when available.
Travel Times
Estimated travel and arrival times are based on reasonably anticipated driving conditions.
Traffic, construction, weather, accidents, road closures, security procedures, airport congestion, and other circumstances outside our control can affect actual travel times.
Customers are encouraged to allow appropriate travel time for flights, appointments, events, and other time-sensitive commitments.
Divine Driving & Concierge cannot guarantee arrival at a destination at an exact time when circumstances outside our reasonable control affect travel.
Gratuities
Driver gratuity is appreciated but is not required unless a gratuity is specifically included in the customer's quote or invoice.
Cash gratuities may be given directly to the driver.
When gratuity has been prepaid, it will be identified on the reservation or invoice.
Service Availability & Dispatch
Transportation services are available 24 hours a day, 365 days a year by advance reservation, subject to driver and vehicle availability.
Our transportation availability does not necessarily reflect our dispatch or office hours. Live dispatch assistance may be limited during late-night and overnight hours, and response times may vary while our team is assisting other clients or actively coordinating transportation.
If your call is not answered, please leave a voicemail or send a text message, and our team will respond as soon as reasonably possible.
For confirmed reservations currently in progress or approaching pickup time, please use the contact information provided with your reservation for time-sensitive transportation needs.
Quotes & Pricing
Quotes are based on the information provided at the time the quote is prepared.
Changes to pickup or drop-off locations, service times, passenger counts, vehicle requirements, stops, service duration, itinerary, or other reservation details may change the quoted fare.
Additional services requested during transportation may result in additional charges.
Unless otherwise stated, a quote applies only to the specific transportation described in the quote.
Discounts & Promotions
Discounts and promotional pricing may be subject to eligibility requirements, availability, and specific terms.
Unless specifically stated otherwise, discounts cannot be combined.
Applicable discounts are calculated on eligible transportation charges, including applicable add-ons and airport access fees.
Discounts do not apply to driver gratuities, credit card processing surcharges, or other third-party charges.
Lost or Forgotten Items
Please check the vehicle for personal belongings at the end of your transportation.
If an item is found, we will make reasonable efforts to return it to its owner.
Divine Driving & Concierge is not responsible for personal property that is lost, forgotten, damaged, or left unattended in a vehicle.
Additional transportation or delivery charges may apply if a driver must make a separate trip to return an item.
Communication
Customers are responsible for providing accurate contact information and remaining reasonably reachable around their scheduled transportation time.
For airport transportation, accurate flight information should be provided whenever possible so that we can monitor the flight and adjust the pickup accordingly.
Please notify Divine Driving & Concierge as soon as possible of flight changes, schedule changes, passenger changes, or other information that could affect the reservation.
Acceptance of Policies & Terms
Payment for transportation services constitutes acceptance of:
The transportation details shown on the reservation or invoice
The quoted fare and applicable fees
The Cancellation Policy
The Reservation Change Policy
These Policies & Terms
If the person making the reservation is booking transportation on behalf of other passengers, that person is responsible for communicating applicable reservation information and policies to the traveling passengers.
Divine Driving & Concierge
More than just a ride — a Divine Experience.