Cancellation, Wait Time & No-Show Policy

Section 01How to cancel or change a reservation

Cancellations and changes must be made through one of these channels:

• Call or text (317) 531-5212 — fastest, available 24/7
• Email service@lightning-limo.com
• Reply directly to your booking confirmation email or text

The cancellation time is the time we receive your request, not the time you sent it. Please keep our confirmation for your records.

Section 02Cancellation deadlines by vehicle type

All deadlines are measured from your scheduled pickup time. Larger vehicles carry longer notice periods because they are harder to rebook.

• Late cancellations are billed in full. No-shows are billed in full — see Section 07.
• Cancelling one vehicle out of a multi-vehicle booking is treated as a cancellation of that vehicle at the rate above.
• Where a trip falls inside a special event period, the 7-day deadline in Section 03 applies instead of the 24- or 48-hour deadline.

Section 03Special event periods

Special event pricing and terms may be in effect starting 24 hours before a major event and continuing for 24 hours after it. During these periods, rates may be higher and a minimum number of service hours may apply — even if your trip is not going to or from the event itself. Demand and road closures affect every trip in the city during these windows.

A major event is generally one with national media coverage, including but not limited to:

• The Indianapolis 500 and other major motorsport events
• The World Cup and other major sporting events
• PGA and LIV Golf events
• Sold-out concerts
• REV and Zoobilation

If your plans shift rather than cancel, contact us as early as possible. We will make every reasonable effort to move your reservation to a new time or date, subject to vehicle availability.

Section 04Changes to an existing trip

We do not charge a fee to change a reservation. However:

• Time and date changes are subject to vehicle availability. If we cannot cover the new time, the change is treated as a cancellation under the deadlines above.
• Route, stop, or passenger-count changes may change the price. We re-quote before confirming, and the updated rate applies.
• Changing to a smaller vehicle inside the cancellation window for the original vehicle is treated as a cancellation of that vehicle plus a new booking.
• Same-day additions — extra stops, extra hours, an additional vehicle — are billed at the applicable rate and are subject to availability.

Section 05Flight delays and cancellations

We track inbound flights for every airport pickup and adjust the pickup time automatically. You are not penalized for an airline delay.

• Delayed flight: no charge and no rebooking needed. We move the pickup to your new arrival time.
• Cancelled or diverted flight, chauffeur not yet dispatched: no charge, provided you notify us as soon as you know.
• Cancelled or diverted flight, chauffeur already en route or on site: the trip is billed as a late cancellation, since the vehicle and chauffeur were committed.
• Missed connection or rebooking onto a later flight: give us the new flight number and we will hold the reservation at no charge, subject to availability.

Please provide your airline and flight number at booking. Without it we cannot track your flight, and the standard wait-time and no-show rules in Sections 06 and 07 apply from the originally scheduled time.

Section 06Wait time and grace periods

After the free period, wait time is billed in 15-minute increments at the vehicle's hourly rate. Wait time is charged from the end of the free period, not from when it is first mentioned.

Tolls, parking, and airport access fees incurred during an extended wait are passed through at cost. If you expect a long customs or baggage claim, tell us at booking and we will plan the pickup around it.

Section 07No-shows

A reservation is marked a no-show when the passenger cannot be located and has not made contact by the end of the free wait period in Section 06. No-shows are billed in full, plus any accrued wait time, and any authorized card is charged.

Before marking a trip a no-show, your chauffeur will call and text the number on the reservation, and our office will attempt contact as well. To avoid a no-show charge:

• Keep your phone on and reachable at the pickup time — this is by far the most common cause of a no-show charge
• Give us a mobile number answered by the traveling passenger, not only the person booking
• Confirm the correct terminal, door, or baggage claim for airport pickups
• Call us before leaving in another vehicle

Section 08Refunds and processing

• Approved refunds are issued to the original payment method. We cannot refund to a different card or in cash.
• Refunds are initiated within 2 business days of confirmation and typically post to your statement in 5 to 10 business days, depending on your bank.
• Gratuity included in a prepaid fare is refunded in full whenever a trip is cancelled in time and the chauffeur is not dispatched.
• Third-party costs already incurred on your behalf — tolls, parking, permits, event credentials — are not refundable.
• Pre-authorization holds are not charges. Where a hold is released rather than captured, your bank determines how quickly it clears, usually within a few business days.

Section 09If we cannot complete a trip

Mechanical failure, an accident, illness, or a road closure can occasionally take a vehicle out of service. If that happens we contact you immediately, and at our discretion we will either provide a replacement vehicle — from our own fleet or from a licensed and insured affiliate operator — or issue a refund.

Our liability in that situation is limited to a refund of the amount paid for that trip. We are not responsible for consequential costs such as missed flights, missed events, or alternate transportation arranged independently. See our Terms & Conditions.

Section 10Weather and events outside our control

Indiana winters are real. We are not liable for delays caused by traffic, weather, road conditions, or other force majeure events. Where severe weather, a declared emergency, or a road closure makes a trip unsafe or impossible:

• You cancel because of the conditions: we waive the late cancellation charge and refund in full, provided you notify us before the chauffeur is dispatched.
• We cancel because of the conditions: full refund.
• The trip runs but takes longer: hourly charters are billed for actual time used. Flat-rate transfers are not surcharged for traffic or weather delays.

We will not send a vehicle into conditions that put a passenger or chauffeur at risk, and we will always tell you as early as we can.

Section 11Corporate and affiliate bookings

Corporate accounts with a signed service agreement follow the cancellation terms in that agreement where they differ from this page. Trips booked through an affiliate operator, travel management company, or network partner follow this policy unless a farm-in or farm-out agreement states otherwise, and are billed to the booking party rather than the passenger.

Section 12Questions and billing disputes

If you believe a cancellation, wait-time, or no-show charge was applied in error, contact us within 30 days of the charge and we will review the trip record, dispatch times, and chauffeur notes with you. We would much rather sort it out directly than have you file a chargeback — in practice, most of these are resolved the same day.

This policy forms part of our Terms & Conditions. We may update it at any time; the version in effect on the date you book governs your reservation.