Reservation and Cancellation Policy

1. Reservations and confirmation

Submit your request through https://app.mesacarservice.com or contact Mesa Car Service Corp. Availability depends on the date, pickup location, service and vehicle category. Advance booking is recommended; submitting a request does not guarantee availability.

A “booking received” message acknowledges your request. For card bookings in the app, review the quoted price, accept the applicable policies and complete the required card authorization. Your reservation is confirmed when the app shows it as confirmed or Mesa Car Service sends an express confirmation. Driver assignment is a separate update. For reservations arranged directly with Dispatch, the payment arrangements and confirmation will be communicated separately.

All pickup times and cancellation deadlines are based on Miami time (America/New_York).

2. Vehicle category and model preference

A requested make or model is a preference, subject to availability. If it is unavailable, another vehicle in the same booked category may be assigned, respecting the required passenger and luggage capacity and without increasing the confirmed price merely because of that substitution.

For example, Diamond SUV includes Cadillac Escalade ESV, Lincoln Navigator L and GMC Yukon XL Denali. Categories and availability are shown in the app. A change to a lower category or a different Sprinter service tier requires the customer's agreement.

3. Changes to a reservation

Where the app offers editing, changes to pickup date or time, pickup address, destination or a scheduled stop can be requested before boarding. A revised price and any required replacement card authorization are presented before the change is confirmed. An unaccepted change does not replace the original reservation.

Hourly-service changes must be coordinated with Dispatch. Changes during a trip are subject to the available app workflow, route feasibility and any additional amount disclosed for acceptance. Contact Dispatch if an option is unavailable.

4. Customer cancellation charges

Cancellation windows are measured from the scheduled pickup time. Percentages apply to the booked base service price. The app shows the applicable cancellation amount before submission.

Premier / Premier SUV

• No charge: 12 hours or more before pickup.

• 30%: from 6 hours to less than 12 hours before pickup.

• 100%: less than 6 hours before pickup.

Diamond / Diamond SUV / Sprinter Regular

• No charge: 24 hours or more before pickup.

• 50%: from 12 hours to less than 24 hours before pickup.

• 100%: less than 12 hours before pickup.

Sprinter Executive / Sprinter Jet

• No charge: 48 hours or more before pickup.

• 50%: from 24 hours to less than 48 hours before pickup.

• 100%: less than 24 hours before pickup.

Long-distance service

• No charge: 48 hours or more before pickup.

• 50%: from 24 hours to less than 48 hours before pickup.

• 100%: less than 24 hours before pickup.

Special-event service

• No charge: 7 days (168 hours) or more before pickup.

• 50%: from 48 hours to less than 7 days before pickup.

• 100%: less than 48 hours before pickup.

Long-distance service includes Florida Keys routes and trips classified as long-distance in the booking. Special-event and long-distance conditions take priority over the usual category conditions.

If the driver has already arrived, the cancellation charge is 100% of the booked base service price. A no-show is subject to a 100% charge under the applicable booking terms. If you cannot locate your driver, contact Dispatch promptly. A service already underway must be handled through Dispatch.

5. Pickup grace periods and waiting

The included pickup grace period is:

• Standard pickup: 15 minutes.

• Domestic commercial flight: 45 minutes.

• International commercial flight: 60 minutes.

• Private aviation / FBO pickup: 30 minutes.

For fixed-time pickups, the grace period is measured from the booked pickup time. For flight-tracked pickups with an actual arrival time recorded, it is measured from that arrival time. Supply accurate flight and terminal information.

Any applicable waiting charge must be disclosed with your service conditions. Contact Dispatch if you expect a delay. Pickup grace periods do not extend or restart the contracted time of an hourly service.

6. Hourly services and additional charges

Hourly bookings have a minimum of three hours. The quoted hourly service covers the included service area specified in the booking. Travel outside Miami-Dade can involve additional distance and time charges, as disclosed in the app.

Changes of route, additional stops, extended service, tolls, parking and airport or port fees may affect the final amount when applicable. Review the quote and any additional authorization. The receipt identifies the amounts charged; included charges must not be added a second time.

7. Card authorizations, collection and refunds

A card authorization reserves an amount and is distinct from a completed charge. The bank may require verification, including 3D Secure. Use a card you own or are authorized to use.

For app card bookings, the authorized payment is normally collected at completion, with cancellation charges or accepted adjustments handled under the applicable terms. External payment methods are available only when arranged with Dispatch.

When a cancellation requires no charge, the uncaptured authorization is canceled. When a payment has already been collected, any refund due is processed through the payment provider. The time for a hold to disappear or a refund to appear depends on the bank and payment provider. Authentication reduces some payment risks but does not eliminate dispute rights or guarantee protection against every claim.

8. Conduct, safety and assistance

Provide accurate contact, passenger, luggage and pickup information. Treat passengers, drivers and staff respectfully. Report service problems or safety concerns through the app or Dispatch. Call 911 for an immediate emergency.

Traffic, weather, flight changes and other disruptions can affect pickup and travel times. Contact Dispatch for assistance and coordination.

9. Contact

Mesa Car Service Corp — Miami, Florida
Email: mesacarservice6@gmail.com
Spanish: (305) 299-8011
English: (305) 561-1385
App: https://app.mesacarservice.com