Cancelation policy

In the event that you need to cancel your reservation, you will need to call our office to let us know of the cancellation or email a cancellation to toppriorityservice@gmail.com. Only the person that made the reservation can cancel it. 

• Weddings – no later than 60 Days before service date.
• Proms – no later than 45 Days before service date.
• All other services – no later than 14 days before service day.

Once your cancellation notice is received, we will contact you to confirm receipt of your cancellation letter. As long as the cancellation occurs within the time frame above there will be no further penalty to you except for the forfeiture of the initial deposit and any additional payments that were made.

In the event that cancellation of your service occurs after the time specified above for the type of service you have reserved, you will be responsible for the remaining balance due. The balance will be automatically charged to the credit card that was given at the time of placing the reservation. Please note that deposits and and payments previously made are non-refundable and non-transferable.

Car Seats

In certain cases and for specific trips we are able to provide car seats for passengers who require them for a surcharge. Please contact us for more questions.

Cleaning

An additional fee will be charged for any cleaning services beyond what is usual and customary. You shall be responsible for replacement costs of any items that cannot be satisfactorily cleaned or repaired. If you feel that there has been a mistake (e.g. there was no mess to clean), then feel free to submit a reply to the email with your justification, and our compliance team will review the case in detail and reply back with the outcome of the review. This process takes 5-7 business days.

Damages

Damaging property is never allowed. Some examples include intentionally spilling food or drink; smoking in a car, or vomiting due to excessive alcohol consumption or otherwise. If you damage property, you’re responsible for the cost of cleaning and repair fees, outside of normal wear and tear. If proof of damage or cleaning is provided, you will be responsible for 100% of the amount due.

Drugs & Alcohol

If you’re a driver, by law, you cannot drive while intoxicated. The law prohibits driving while under the influence of alcohol, drugs, or any other substance that impairs your ability to safely operate a vehicle. If you encounter a rider who is too drunk or rowdy, you have the right to decline the trip for your own safety.

If you’re a rider and you have reason to believe your driver may be under the influence of drugs or alcohol, ask the driver to end the trip immediately. Then exit the car and call 911. After the driver has ended the trip, report your experience to Swoop.

Lost Items

Contact should end when the trip or delivery is complete unless it’s to return a lost item. For example, texting, calling, visiting, or trying to visit someone in person after a trip or delivery has been completed is not allowed.

General Guidelines & Miscellaneous

Our guidelines were developed to help make every experience feel safe, respectful, and positive. They apply to everyone who uses any of our apps, including drivers. Thank you for joining us to support and safeguard a welcoming environment.

The guidelines help explain some of the specific kinds of behavior that may cause you to lose access to our company. There will always be unforeseen events that may ultimately lead to you losing access to our services—and we’ll update these guidelines regularly—but the following guidelines are sufficient cause for us to take action. Please take a moment to read them.

Overages & Wait Times

The customer authorizes us to bill any of these above referenced to the credit card on file and the customer agrees to pay all such charges. We will notify you in writing or via phone of any such additional charges as soon as practicable. You hereby explicitly agree that all communication in relation to amounts owed will be made by electronic mail or by phone, as provided to us, and/or Payments by you. Such communication may be made by us or by anyone on our behalf, including but not limited to a third-party collection agent.

Seating Capacity

Please only seat as many people as are allowed legally per vehicle. We cannot pick up groups that are larger than the capacity of the vehicle. In these cases, we will not refund the money and the driver by law is cannot take the entire group.

Smoking

Damaging property is never allowed. Some examples include intentionally spilling food or drink or smoking in a car. In case of violation you will be charged additional $500 penalty.

Trip Updates

Prices quoted include only the trip type booked, which are hourly reservations as well as one-way and round-trip transfers. Prices do not include additional charges for changes in the scope of Services that result in additional mileage, reservation hours, or wait times. If the ride is extended past the agreed-upon end-time, the customer will pay the hourly prorated amount. We provide a complimentary wait time of 15 minutes after your trip time has started. A per-minute wait time fee will begin after your driver arrives at your location and the agreed-upon pick-up time has passed.

The customer authorizes us to bill any of these above referenced to the credit card on file and the customer agrees to pay all such charges. We will notify you in writing or via phone of any such additional charges as soon as practicable. You hereby explicitly agree that all communication in relation to amounts owed will be made by electronic mail or by phone, as provided to us, and/or Payments by you. Such communication may be made by us or by anyone on our behalf, including but not limited to a third-party collection agent.