Client Policy

A Note Before You Read

At Luxara Concierge, we believe a good policy exists for the same reason a good chauffeur does — to make everything effortless for you, and to make sure nothing is left to chance. What follows explains how we work, what you can expect from us, and what we ask of you in return. We’ve written it the way we’d explain it to you in person: clearly, warmly, and without small print. If anything is ever unclear, reach out. We would rather have a real conversation than let a policy get in the way of good service

1. Booking Your Journey

1.1 How to book

Journeys with Luxara Concierge may be reserved through our website, our WhatsApp Business line, or by direct contact with our team. Every booking confirmation includes your pickup location, drop-off location, date and time, service tier, chauffeur details, vehicle information, and the full Journey Total.

1.2 Advance booking window

We ask that every journey be reserved at least three hours in advance. That window is deliberate — it is the time we use to prepare your preferred vehicle, confirm your chauffeur, review your preference profile, and make sure every detail is in place long before we arrive at your door. Loyalty members enjoy shorter lead times as part of their membership.

For journeys of unusual length, group travel, corporate accounts, or specialty requests, we ask for additional lead time and will confirm any tailored arrangements with you in writing.

1.3 Confirmation

Once your journey is booked, you will receive a written confirmation with all relevant details, including a direct
point of contact should anything change. If you do not receive a confirmation within a reasonable time, please
contact us so we can make certain nothing was missed.

1.4 Reservation deposits

For certain journeys — including long-distance trips, multi-day itineraries, group travel, event coordination, andselect corporate bookings — Luxara Concierge may request a partial deposit to confirm the reservation. When a deposit is required, the amount, timing, and refund conditions are communicated in writing before the reservation is confirmed. Deposits are refundable in accordance with our standard cancellation policy and applied toward the Journey Total.

2. Pricing & the Journey Total

2.1 What your Journey Total includes

Every Luxara journey is quoted at a single, transparent Journey Total that includes the base fare, tolls, road and airport fees, and every standard amenity in your selected service tier. The rate we quote you is the rate you pay,with no hidden fees added at the end of your journey

2.2 No surge pricing, ever

Every Luxara journey is quoted at a single, transparent Journey Total that includes the base fare, tolls, road and airport fees, and every standard amenity in your selected service tier. The rate we quote you is the rate you pay, with no hidden fees added at the end of your journey

2.3 Fixed-rate routes

For many of our most-requested journeys, we publish fixed rates in advance so you can plan with certainty. These include, among others, Cambridge to Logan Airport, Boston to Manhattan, Boston to Cape Cod, Boston to Montreal, and Boston to Washington, DC. A complete list is available on our website and at booking.

2.4 Hourly Concierge

Our Hourly Concierge service is offered with a four-hour minimum. Rates vary by market and service tier, and are quoted in full at booking. Hourly journeys include the chauffeur, the vehicle, the standard amenities, and all
standard tolls and fees within the reserved window.

2.5 Round Journeys

When both legs of a round journey are booked together, a fifteen percent discount is applied automatically to the total. Select routes, such as Boston to Manhattan and return, are offered at a fixed round-journey rate.

2.6 Custom quotes

Longer journeys, multi-day itineraries, group travel, event coordination, and corporate accounts are quoted
individually. Every custom quote is presented in full before any commitment is required

2.7 Payment

Payment is arranged at the time of booking or on completion of the journey, as agreed with our team. We accept major credit cards and secure digital payment methods. Corporate accounts are billed on a consolidated monthly basis. Receipts are provided for every journey.

3. Gratuity

Gratuity is not included in your Journey Total. If your journey met the Luxara standard,and we hold ourselves to ahigh one,a tip for your chauffeur is always appreciated and warmly received. Suggested amounts of fifteen, eighteen, or twenty percent are offered at the time of booking or completion, and a custom amount is always welcom every gratuity goes directly to your chauffeur.

4. Cancellations, Modifications & Refunds

4.1 Cancellation

Journeys may be cancelled free of charge up to one hour before the scheduled pickup time. Cancellations made within one hour of pickup, or a no-show at the pickup location, are charged the full Journey Total. This policy protects both your chauffeur, whose time has been reserved for you, and the integrity of our service to other clients.

4.2 Modifications

You may modify your pickup time, pickup location, or destination up to one hour before departure. If a modification changes your Journey Total, our team will confirm the new total with you in writing before proceeding. Modifications requested within one hour of pickup are honored whenever operationally possible, and any change to the Journey Total is confirmed with you first.

4.3 Refunds

Refunds for eligible cancellations are issued to the original payment method within a reasonable business timeframe. Where a service issue occurs, we address it directly with you first, and any remedy — whether a partial refund, credit toward a future journey, or another accommodation — is agreed with you as part of that conversation.

4.4 Loyalty members

Loyalty members enjoy an extended cancellation window as part of their program benefits. Full details are provided upon enrollment.

5. Waiting Time & Flight Tracking

5.1 Standard pickups

For pickups at hotels, residences, and offices, your chauffeur waits up to fifteen minutes at no charge from the scheduled pickup time. Additional waiting time may be arranged in advance or accommodated on the day at a reasonable rate, which is disclosed before it is applied

5.2 Logan Airport arrivals

For arrivals at Boston Logan International Airport, your chauffeur waits up to sixty minutes at no charge from the time your flight lands. This extended window is designed to cover reasonable variation in baggage claim, customs, and terminal transit.

5.3 Flight tracking

For every airport journey, we track your flight and adjust your scheduled pickup automatically. If your flight lands early, your chauffeur will be ready and waiting. If your flight is delayed, your pickup time is updated at no additional cost to you — a delay never costs you a missed connection or a rushed arrival.

5.4 Meet-and-greet

Meet-and-greet service at Logan Airport, and at other airports on request, is included at no additional charge for arrivals. Your chauffeur will meet you at the designated pickup location and assist with luggage from the moment you arrive.

6. The Vehicle & the Cabin

6.1 Our fleet

Every Luxara journey takes place in a premium or executive SUV,including the Chevrolet Suburban, Cadillac Escalade, Mercedes-Benz, or equivalent,no more than five years old and kept immaculate inside and out. Everyvehicle is detailed regularly and inspected before every journey.

6.2 Complimentary refreshments

We are pleased to offer complimentary bottled water and phone charging in every cabin. At your chauffeur’s discretion, a small selection of light refreshments,such as sealed bottled beverages and packaged snacks,may also be offered on select journeys. Refreshments are provided in their original, unopened packaging so that ingredients and allergen information remain fully visible.

Guests with allergies, dietary restrictions, or medical considerations are asked to exercise their own judgment before consuming any refreshment offered. Luxara Concierge cannot accept responsibility for reactions or side effects arising from complimentary refreshments consumed at the guest’s discretion.

6.3 Preference profiles

Every returning client maintains a personal preference profile, which is honored on every journey. Preferences include cabin temperature, preferred music genre or playlist, conversation style (quiet or engaged), door and luggage service, preferred amenities, and any personal or accessibility notes. Your preferences travel with you across cities and across chauffeurs, so the experience feels familiar wherever you go.

6.4 Passenger and luggage capacity

For safety, we observe sensible limits on passengers and luggage per vehicle, appropriate to each vehicle in our fleet. If your journey involves oversized luggage, sports equipment, or additional guests, please advise us at booking
so we can prepare the right vehicle.

7. Traveling with Children

Children are always welcome. For the safety of every young passenger, we ask that children travel in an age appropriate car seat, which the guest is responsible for providing. On request, we will make every effort to coordinate with your chauffeur to source a car seat where possible, but we cannot guarantee availability, and the guest remains responsible for the child’s safety seat unless otherwise confirmed in writing. Please advise us of the number and ages of any children traveling, so we can prepare the vehicle accordingly.

8. Pets & Service Animals

For the comfort of every guest, pets are not permitted in the vehicle. Service animals, as defined under applicable law, are welcome on every journey,we ask only that you notify us at booking so we can prepare accordingly.There is no additional charge for a service animal

Requests to travel with emotional support animals, or with other companion pets, may be accommodated on a case by-case basis when arranged in advance. Where accommodated, additional cleaning or preparation fees may apply and are communicated to you before the reservation is confirmed.

9. Accessibility

If any member of your party has accessibility needs, please share this with us at booking. We will do our best to accommodate wheelchairs, mobility aids, service animals, and other requirements, and to communicate clearly and in advance about what is possible on your requested journey.

10. Guest Conduct

The Luxara experience depends on mutual respect between guest and chauffeur. The understandings below keep every journey comfortable and safe for everyone aboard.

10.1 A smoke-free space

We ask that there be no smoking or vaping of any kind in the vehicle, so the cabin remains fresh for you and for every guest after you.

10.2 A clear-headed journey

For the safety of everyone, the consumption of alcohol and the use of any illegal substances in the vehicle are not permitted at any time. This policy is strict, and we ask that all guests understand and respect it.

10.3 Respect for your chauffeur

Our chauffeurs are professionals who take real pride in their craft. Every guest is asked to treat them with courtesy, dignity, and the same respect our chauffeurs extend to you. Raised voices, harassment, or disrespectful conduct of
any kind are not acceptable, and Luxara reserves the right to end a journey where such conduct occurs.

10.4 Safety, always

Seatbelts are required for every guest at all times the vehicle is in motion. Children travel in age-appropriate car seats. Sensible limits on passengers and luggage per vehicle are observed for the safety of all aboard.

10.5 Caring for the cabin

We keep every vehicle immaculate for you. In the event of significant soiling that requires professional detailing , including but not limited to spills, staining, or damage caused by a guest , a cleaning fee of $150 may apply and will be communicated to you directly.

10.6 Our shared commitment

To protect both our guests and our chauffeurs, Luxara reserves the right to end a journey in the event of unsafe, unlawful, or disrespectful conduct.

11. Safety Cameras & Recorded Journeys

For the safety of both our guests and our chauffeurs, every Luxara vehicle is equipped with in-cabin and exteriors afety cameras. Journeys are video-recorded for safety, policy compliance, service-quality review, and the training of our chauffeurs. Footage is stored securely, with access limited to authorized Luxara personnel, and is usedexclusively for the purposes stated here.

Audio is not recorded by default. Where audio is recorded, it is done only with clear notice in the vehicle and in accordance with applicable law.

By booking a journey with Luxara Concierge, you acknowledge and consent to this recording. Your personal information, journey history, and preferences remain strictly confidential. We do not sell your information. Discretion is part of the service

12. Non-Circumvention

The relationships we build with our clients and our chauffeurs are what make Luxara possible. To protect the integrity of our service — and the livelihoods of the professional chauffeurs who partner with us — clients agree not to arrange, solicit, or accept ground transportation service directly from a Luxara-introduced chauffeur outside the Luxara Concierge platform.

This understanding applies during the client’s active use of Luxara and for twelve months following the most recent Luxara journey. It exists so that the trust, standards, and protection we offer both our clients and our chauffeurs remain intact.

If a chauffeur you have traveled with becomes unavailable through Luxara for any reason, we ask that you allow us to help — we will always work to match you with a chauffeur who meets the same standard.

13. Corporate Accounts

Corporate accounts are offered to organizations that require consistent, professional ground transportation for teams, executives, and visiting clients. Every corporate account includes a single dedicated point of contact, consolidated monthly invoicing, saved traveler preferences across your team, priority availability for recurring and last-minute needs, and the same no-surge pricing at agreed volume rates. Full terms are provided at the time of account setup.

14. Loyalty & Recognition

Our loyalty program is built around recognition rather than generic discounts. Regular clients enjoy priority booking, shorter lead times, an extended cancellation window, complimentary wait time upgrades, VIP recognition at pickup, and account credits toward future journeys. Enrollment is by invitation and by accumulated journeys with Luxara.

15. Service Guarantees

We hold ourselves to a high standard, and we hold ourselves accountable when we fall short of it. If your chauffeur is late through no fault of your own or of external conditions beyond our control, please contact us and we will address it directly. Every substantiated concern is reviewed within forty-eight hours, and any remedy is agreed with you as part of that conversation.

16. Force Majeure

Luxara Concierge cannot be held responsible for delays, cancellations, or service interruptions caused by circumstances beyond our reasonable control, including severe weather, road closures, civil emergencies, or airport disruptions. In such circumstances, we work directly with you to reschedule, adjust, or refund your journey as appropriate, and we communicate clearly and quickly throughout

17. Changes to This Policy

We may update this policy from time to time to reflect improvements in our service or changes in applicable regulation. The current version is always available on our website. Material changes affecting existing bookings are communicated to affected clients in advance.

18. Contact

For questions about this policy, or about any aspect of your journey, please contact us. We would rather have a real conversation than let a written policy stand in the way of good service. Luxara Concierge by Luxiom LLC luxaraconcierge.com Boston · New York · New England · Montreal Michael Gonzalez, Founder ♂