Terms of Use

Acceptance of Terms

By accessing or using the services provided by Giraffe Transport Services LLC, you agree to be bound by these Terms of Use. If you do not agree with any part of these terms, you may not access or use our services.

Description of Service

Giraffe Transport Services LLC provides luxury transportation services, including the booking of vehicles and chauffeurs, for customers seeking premium transportation solutions.

User Responsibilities

You agree to provide accurate and complete information when using our services.

You agree to abide by all local laws and regulations while using our services.

You are responsible for maintaining the confidentiality of any account information and passwords associated with our services.

Booking and Payments

Booking of vehicles can be done through our website, +1 (833) LUX-RYDE, our mobile application, or by contacting our customer service.

Official Booking Channels: All ride arrangements must be made through our website, customer app (GiraffeRides), or via our dispatch office at +1 (833) 589-7933. Giraffe Transport Services LLC is not responsible for any ride arrangements made with individual drivers outside of these official channels.

Ride Fees: Customers are only responsible for the ride fee as stated by the dispatcher or displayed in the GiraffeRides app. Payments for rides can be made through the app, or as directed by the dispatcher. All payments are subject to our pricing and cancellation policies.

Tipping and Gratuity:

Pre-Arranged, Exclusive, and Corporate Clients: A mandatory 15% gratuity will be added to all fares. This ensures that our drivers are fairly compensated for their high level of service and provides an all-inclusive pricing model for our clients.

On-Demand Ride-Hailing Service: Tipping is voluntary but encouraged based on the quality of service provided, allowing flexibility to reward exceptional service.

Cancellation and No-Show Policy

Cancellation Window:

Pre-Arranged Rides: Customers can cancel their reserved ride without any penalty up to 2 hours before the scheduled pickup time. Cancellations made within 2 hours of the scheduled ride will incur a fee equal to 50% of the fare.

On-Demand Rides: Cancellations made more than 30 minutes before the scheduled ride time will incur no charge. Cancellations made within 30 minutes of the scheduled ride time will be charged 50% of the fare.

Cancellation Fees:

Within 60 Minutes of Pickup: If a reservation is canceled within 60 minutes of the scheduled pickup time, a cancellation fee equal to the full estimated fare of the ride may be charged. This compensates our drivers for their time and effort in preparing for and traveling to the pickup location.

No-Show Fees:

Driver Waiting Time: If the driver arrives at the scheduled pickup location and waits for 15 minutes without the customer showing up, the ride will be considered a no-show, and the customer will be charged a no-show fee equivalent to the full estimated fare of the ride.

On-Demand Rides: If a customer does not show up for an on-demand ride within 15 minutes of the driver’s arrival, the ride will be considered a no-show and will be charged 50% of the fare.

Exceptions:

Driver Delays: If the driver is significantly delayed or has not made progress towards the pickup location within a reasonable time frame, cancellation fees will be waived.

Driver-Initiated Cancellations: If the driver cancels the ride for any reason, the customer will not be charged any cancellation fees.

Refunds:

At Giraffe Transport, we are committed to delivering the best customer service. If you believe you have been incorrectly charged a cancellation fee, we encourage you to reach out to our customer support team. We will review your case promptly and work with you to resolve any issues.

Text to Ride Terms for Customers

Service Description:

The Text to Ride service allows customers to book rides via text message, offering both immediate and reserved ride options.

Ride Pricing:

The price quoted for your ride is based on our rate structure, which includes a base rate, cost per mile, and cost per minute. This price applies strictly to the agreed-upon trip.

Booking Process:

To book a ride, text your request to our designated number [+1 (833) 589-7933]. Please include your pickup location, destination, and any special requests (e.g., luggage, vehicle preference).

A confirmation message will be sent with the estimated fare and driver details. The ride is considered confirmed once you reply to the confirmation message.

Trip Modifications:

Any changes to your trip must be communicated to us via text before they can be accommodated. If you need to make modifications during the ride, please text us immediately. The final fare will be adjusted accordingly, subject to approval from Giraffe Transport.

Payment Responsibility:

All payments must be processed through the Giraffe Transport platform. Giraffe Transport is not responsible for payments of rides arranged outside our official channels.

Cancellation Policy:

Text-based bookings follow the same cancellation policy as outlined in the general Cancellation and No-Show Policy (e.g., cancellation windows, fees, and no-show terms).

Communication:

All communications regarding your ride, including modifications, cancellations, and special requests, must be conducted via text to ensure proper documentation and service quality.

Use of Vehicles

Vehicles provided by Giraffe Transport Services LLC are for transportation purposes only. Customers are expected to treat chauffeurs and vehicles with respect and refrain from causing any damage or disruption during the ride.

SMS Compliance

Giraffe Transport Services LLC is committed to compliance with applicable SMS (Short Message Service) laws and regulations.

By providing your contact information for SMS notifications, you consent to receive transactional and promotional messages from Giraffe Transport Services.

You may opt out of receiving promotional messages at any time by following the unsubscribe instructions included in the SMS messages.

Standard messaging and data rates may apply for SMS notifications.

Giraffe Transport Services respects your privacy and will not share your contact information with third parties for marketing purposes without your consent.

Limitation of Liability

Giraffe Transport Services LLC shall not be liable for any direct, indirect, incidental, special, or consequential damages resulting from the use or inability to use our services.

Money-Back or Free Ride Policy

At Giraffe Transport Services, we are committed to ensuring your satisfaction with the following guarantees:

Driver Arrival Guarantee: The driver must arrive within 15 minutes of the confirmed pick-up time in the downtown area (excluding special events or rush hour traffic) and at the airport. The ride must be confirmed by both parties. If the driver fails to arrive within the specified time frame, you are eligible for a free ride or a full refund.

Customer Satisfaction Guarantee: This policy applies to issues such as unprofessional driver behavior, poor vehicle condition, or significant ride delays due to avoidable issues. Issues must be reported within 24 hours of the ride. Upon verification, you may be eligible for a free ride or a refund.

How to Report an Issue: To report an issue and qualify for a refund or free ride, please contact our customer service team through Email: support@giraffetransport.com

Exclusions: The Money-Back or Free Ride Policy does not apply under conditions such as special events causing unusual traffic, rush hour traffic, or situations beyond our control (e.g., severe weather).

Indemnification

You agree to indemnify and hold Giraffe Transport Services LLC, its affiliates, officers, and employees harmless from any claims, losses, damages, liabilities, and expenses arising out of your use of our services.

Modification of Terms

Giraffe Transport Services LLC reserves the right to modify these Terms of Use at any time without prior notice. Continued use of our services after any such changes shall constitute your consent to such changes.

Governing Law

These Terms of Use shall be governed by and construed in accordance with the laws of Davidson County.

Contact Information

If you have any questions or concerns about these Terms of Use, please contact us at support@giraffetransport.com.