Legal · Terms of Service
The terms and conditions governing service, cancellation, payment, electronic channels, and SMS communications with NLS Transportation. Please review carefully — by booking with NLS or using our digital channels, you agree to these terms.
Last Updated: May 27, 2026Section I
By confirming a reservation with NLS Transportation, you acknowledge and accept the essential terms below. The full terms governing your reservation, including detailed fee, payment, and conduct policies, follow in this document.
By proceeding with a reservation, you acknowledge and accept these terms and the full terms set forth below.
Notice periods vary by vehicle class and service type. All notice periods are measured in business days from the scheduled pickup time. Cancellations or changes made within the applicable notice period will be charged in full.
All deposits are non-refundable. Special event reservations (weddings, multi-day programs, large-volume bookings, World Cup or large-group programs) may have additional non-refundable terms; specific cancellation rules are disclosed in the booking confirmation email and supersede the standard policies above.
No-Show Fee. A no-show fee equal to 100% of the booked service charge, plus any airport fee, fuel surcharge, tolls, and parking, will apply if the passenger fails to cancel or fails to meet the chauffeur at the designated pickup location. If you experience difficulty locating your chauffeur, please call the chauffeur or dispatch number listed on your confirmation email. Leaving the pickup location without notifying NLS will result in a no-show fee being charged.
To request a change or cancellation, call +1 (650) 364-0118 or email reservations@nlstrans.com in advance of the applicable notice period.
*Standard policies apply when the pickup location is within the local metropolitan service area, defined as within 75 miles of an NLS service hub. Services outside the local metropolitan area may be assessed actual drive time to and from the pick-up location. International reservations (services arranged through NLS affiliates outside the United States) may include additional local taxes (including VAT) and may have different notice periods specified in the booking confirmation.
Garage-to-garage charges are calculated by applying the applicable hourly rate commencing from the time the chauffeur departs the NLS or affiliate garage to begin service and continuing through such time the chauffeur concludes service and returns to the garage. The minimum number of billable hours appears in the estimate; however, actual billable hours may exceed the minimum based on real service time.
Wait time is not charged for delayed commercial flights, as NLS monitors flight status for all confirmed airport reservations. If a passenger chooses to deviate from proceeding directly to the stated chauffeur meeting location after deplaning (for example, to take an extended visit at a restaurant or shop), the passenger is permitted twenty (20) minutes of wait time after the scheduled pickup time. Wait time beyond twenty (20) minutes will result in charges equal to the transfer base rate plus the hourly rate, prorated in fifteen (15) minute intervals.
Customers are permitted twenty (20) minutes of wait time after the scheduled pickup time. Wait time beyond twenty (20) minutes will result in charges equal to the transfer base rate plus the hourly charge, prorated in fifteen (15) minute intervals.
For transfer reservations, customers are allowed one stop along the route, not exceeding fifteen (15) minutes. If the stop exceeds fifteen (15) minutes, the customer will be charged the transfer base rate plus the hourly rate for the vehicle in fifteen (15) minute increments up to forty-five (45) minutes (rounded up) for the time the chauffeur waits. If there is more than one stop, or if a single stop lasts more than thirty (30) minutes, the trip will convert to an hourly rate.
For hourly reservations, overtime charges apply after the first 15 minutes beyond the prearranged time as described on the run sheet or booking confirmation. Overtime is billed in 15-minute increments at the applicable hourly rate for the vehicle.
The Surface Transportation Charge is a surcharge based on various overhead expense items, some of which may not relate to the specific trip. The STC is always calculated as a flat percentage of the base rate and is disclosed on the booking confirmation.
Incidentals may include, but are not limited to: chauffeur hotel accommodations and meals (for multi-day or out-of-region service), greeter fees, parking, port fees, special requests, and tolls. Incidentals are passed through at cost and itemized on the final invoice.
For sedan, SUV, and van services in the United States and Canada, the Fuel Surcharge is calculated based on published fuel pricing forecasts (Energy Information Administration data). Quoted amounts may differ from billed amounts based on the forecast in effect at the time services are provided. Fuel surcharges for specialty vehicles, including minibuses and motor coaches arranged through affiliates, will vary.
Rates quoted prior to service are an initial estimate of the cost of services reserved. Wait time, extra stops, additional services, or itinerary changes may modify the final price. The final invoice reflects actual services delivered.
For services arranged through NLS international affiliates, any quoted rate is based on the exchange rate in effect at the time of booking. The final bill will be calculated using the exchange rate in effect at the time of billing.
The terms below define standard NLS service categories. The applicable category is identified on each booking confirmation.
NLS invoices automatically include a standard 20% gratuity for the chauffeur. Clients may provide additional gratuity directly to the chauffeur at their discretion, but it is not required. For questions please contact reservations@nlstrans.com.
Most NLS reservations are billed to the credit card on file through our PCI-DSS compliant payment processor. NLS does not store full card numbers on its own servers.
For specific bookings (typically large group, multi-day, or special event reservations), balances may be due to the chauffeur on the run date before the beginning of service. The specific payment terms for your reservation are noted in your booking confirmation email.
NLS offers modern child safety and booster seats upon request at the time of reservation. Customers may also choose to provide and install their own seats. Chauffeurs are trained to assist with proper installation, but the responsibility for the correct selection of equipment remains with the parent or guardian. NLS is not responsible for injuries resulting from the improper use of any child safety seat or child booster seats.
NLS requires all passengers to comply with all local, state, and federal laws and regulations regarding safety belts and other safety equipment. Chauffeurs may decline to depart until all passengers are properly secured.
NLS Transportation maintains $10 million in commercial liability insurance coverage for all NLS-direct services in the United States, well above industry standard. Detail on NLS's coverage and compliance posture is published on the duty of care page. For services rendered through NLS affiliates worldwide, equivalent coverage is contractually required, with auto liability insurance procured in the market in which the service is rendered, and providing coverage no less than the statutory minimum permitted in that market. Certificates of Insurance (COIs) are available on request to corporate accounts and venue-required bookings; submit requests to reservations@nlstrans.com.
NLS Transportation maintains a zero tolerance policy with regard to drug and alcohol use by chauffeurs, dispatchers, and employees. We are committed to ensuring that our services and workplace remain free from the effects of drugs and alcohol in order to promote the health and safety of all our employees, chauffeurs, affiliates, and customers.
If you suspect that an NLS chauffeur, dispatcher, or employee is under the influence of drugs or alcohol, please report this immediately by calling +1 (650) 364-0118 or emailing reservations@nlstrans.com.
The booking client and passengers assume full financial responsibility for any damage to the vehicle caused during the duration of the reservation by the client or any member of their party. Standard fees include but are not limited to:
NLS reserves the right to assess additional damage charges based on the actual cost of repair or replacement.
Passengers are expected to behave responsibly and safely while in NLS vehicles. The following rules apply to all reservations:
Driver Discretion. The chauffeur has the right to terminate service without refund in cases of blatant indiscretion, unlawful activity, or unsafe behavior on the part of the client or any member of their party.
Pickup and travel times are estimates and may be affected by traffic, weather, or other conditions beyond NLS's control. NLS is not responsible for delays, route changes, or service terminations caused by:
NLS makes every reasonable effort to anticipate and mitigate these conditions through dispatch monitoring, route planning, and chauffeur preparation.
Domestic pets may only be transported in a kennel or soft-sided pet container. In the event damage occurs to the vehicle caused by an animal, a damage and/or cleaning fee may be charged to the booking client.
For passengers with disabilities traveling with a service animal, the animal does not require being transported in a kennel or soft-sided container, and no additional charge will be assessed for transport of the service animal.
Any hearing-impaired person, totally or partially blind person, or physically disabled person riding in any NLS vehicle is permitted to be accompanied by a service animal, without being required to pay an extra charge for the service animal. NLS maintains specialty WAV (wheelchair-accessible vehicle) availability through its affiliate network and direct fleet — these vehicles can be requested when booking.
NLS Transportation assumes no liability for any lost or misplaced personal property left in NLS vehicles. NLS will make reasonable efforts to locate and return items found in vehicles, but is not responsible for items that cannot be located or for items damaged after a reservation. To inquire about lost items, contact reservations@nlstrans.com with the reservation date, vehicle, and a description of the item(s).
Many NLS vehicles offer passengers complimentary in-vehicle access to WiFi. Any passenger who utilizes the complimentary in-vehicle WiFi understands and agrees that there are inherent security, privacy, and confidentiality risks in accessing or transmitting information through the Internet, whether the connection is wired or wireless. These risks include but are not limited to: interception of transmissions, loss of data, or introduction of viruses or other software that could damage your device or network.
ACCORDINGLY, ALL PASSENGERS AGREE THAT NLS TRANSPORTATION, ITS SUBSIDIARIES, AFFILIATES, PARENTS, OWNERS, INVESTORS, AND INSURERS WILL NOT BE LIABLE FOR ANY INTERCEPTION OF TRANSMISSIONS, LOSS OF DATA, FILE CORRUPTION, HACKING, OR DAMAGE TO YOUR COMPUTER OR NETWORK THAT RESULTS FROM THE TRANSMISSION OR DOWNLOAD OF INFORMATION OR MATERIALS THROUGH THE COMPLIMENTARY IN-VEHICLE WIFI SERVICE.
NLS Transportation provides transportation services based solely upon vehicle and chauffeur availability, without regard to race, sex, color, national origin, sexual orientation, religion, gender identification, disability, age, or geographic departure point or destination.
NLS Transportation operates in the State of California under California Public Utilities Commission (CPUC) Charter-Party Carrier of Passengers permit number TCP 12895. Active license status is verifiable through the CPUC's public TCP carrier directory.
Section II
Use of the NLS Transportation website at nlstrans.com (the "Web Site"), the online reservation services (the "Services") provided by NLS, and any associated applications collectively make up our "Electronic Channels." All Electronic Channels are subject to the terms and conditions of use set forth below ("Terms of Use"), which include the NLS Privacy Policy, incorporated into these Terms of Use by reference.
PLEASE READ THESE TERMS OF USE CAREFULLY BEFORE USING THE WEB SITE OR THE SERVICES. BY USING THE WEB SITE OR THE SERVICES, YOU AGREE TO THESE TERMS OF USE. IF AN INDIVIDUAL IS USING THE WEB SITE OR THE SERVICES ON BEHALF OF A BUSINESS ENTITY, BY DOING SO, SUCH INDIVIDUAL REPRESENTS THAT THEY HAVE THE LEGAL AUTHORITY TO BIND SUCH BUSINESS ENTITY TO THESE TERMS OF USE. IF YOU DO NOT AGREE TO THESE TERMS, DO NOT USE THE WEB SITE OR THE SERVICES.
NLS may change these Terms of Use from time to time without notice, and such changes will be effective on the date they are posted on the Web Site. Use of the Web Site or the Services after such changes have been posted constitutes your acceptance of all such changes.
You may only use the Web Site and the Services in accordance with these Terms of Use, any posted policies and procedures that appear on the Web Site, and for lawful purposes. You agree not to use the Web Site or the Services to:
NLS reserves the right to terminate your access to the Web Site or the Services at any time without notice if we determine, in our sole discretion, that you have abused or violated any of these terms.
You are responsible for maintaining the confidentiality of any user ID and/or password provided to you by NLS. You are solely responsible for all activities that occur under your user ID and/or password, and you agree to notify NLS immediately of any unauthorized use of your credentials or any other breach of security related to the Web Site or the Services.
NLS WILL NOT BE LIABLE FOR ANY LOSS OR DAMAGE ARISING FROM YOUR FAILURE TO SAFEGUARD YOUR USER ID AND/OR PASSWORD OR TO COMPLY WITH THIS SECTION.
NLS's provision of the Services may be subject to other terms, conditions, and restrictions posted on the Web Site or otherwise communicated in writing to you, including via email confirmation. The Services are subject to availability, and all price quotes are estimates. Please refer to the Frequently Asked Questions page and the Service Terms above for more information.
The Web Site and certain content therein, the Services, and any underlying software may be protected by copyright, trademark, patent, and other intellectual property laws and are owned by NLS Transportation and/or its licensors. You agree not to copy, distribute, republish, display, post, transmit, download, or modify any content from the Web Site or the Services, or any other NLS- or licensor-owned intellectual property, without prior written permission. You may, however, download or print a copy of information from the Web Site for your personal use in learning about, reserving, or using NLS Services.
Excepting any communications expressly covered by our Privacy Policy, any communication or material you transmit to NLS by email or otherwise — including data, questions, comments, suggestions, or feedback — is and will be treated as nonconfidential and nonproprietary. Anything you transmit may be used by NLS for any purpose, including reproduction, disclosure, transmission, publication, broadcast, and posting. You expressly agree that NLS is free to use any ideas, concepts, know-how, or techniques contained in any communication you send for any purpose, including the development, manufacturing, and marketing of products and services.
The Web Site and the Services may enable you to link or connect to functionalities of third-party applications, services, or sites that are not owned or controlled by NLS ("Third-Party Applications"). Any Third-Party Applications are subject to the terms and conditions of the relevant third-party provider. NLS has no control over and is not responsible or liable for any matters relating to your dealings or transactions with such third parties, or for third-party content, applications, services, sites, advertisements, links, privacy policies, or practices. It is your responsibility to review the privacy policies and terms of service of all third-party sites you visit prior to using any Third-Party Applications.
THE WEB SITE, THE SERVICES, AND ANY INFORMATION PROVIDED THROUGH THEM, INCLUDING ANY THIRD-PARTY APPLICATIONS OR THIRD-PARTY-PROVIDED INFORMATION, ARE PROVIDED BY NLS ON AN "AS IS" BASIS. NEITHER NLS NOR ITS SUBSIDIARIES, PARTNERS, AFFILIATES, VENDORS, OR SUBCONTRACTORS MAKE ANY REPRESENTATIONS OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, AS TO THE OPERATION OF THE WEB SITE OR SERVICES OR THE INFORMATION MADE AVAILABLE THROUGH THEM. NLS DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, STATUTORY AND NON-STATUTORY, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, ACCURACY OF INFORMATION, TITLE, QUIET ENJOYMENT, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, OR ANY WARRANTY ARISING FROM COURSE OF DEALING OR CUSTOM OF TRADE. NEITHER NLS NOR ANY OF ITS SUBSIDIARIES, PARTNERS, AFFILIATES, VENDORS, OR SUBCONTRACTORS WARRANTS THAT USE OF THE WEB SITE OR THE SERVICES WILL BE UNINTERRUPTED, SECURE, OR ERROR-FREE; THAT DEFECTS WILL BE CORRECTED; OR THAT THE WEB SITE OR THE SERVICES ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.
Some jurisdictions may not allow the exclusion of certain warranties, so some of the above exclusions may not apply to you.
IN NO EVENT WILL NLS, ANY OF ITS SUBSIDIARIES, PARTNERS, AFFILIATES, VENDORS, OR SUBCONTRACTORS, INCLUDING THEIR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, OR AGENTS, BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, OR CONSEQUENTIAL DAMAGES (INCLUDING WITHOUT LIMITATION THOSE RESULTING FROM LOST PROFITS, LOST DATA, OR BUSINESS INTERRUPTION) ARISING OUT OF THE USE OF OR INABILITY TO USE THE WEB SITE OR THE SERVICES, OR ANY WEBSITES OR THIRD-PARTY APPLICATIONS LINKED TO THEM, WHETHER BASED ON CONTRACT, TORT, OR OTHER LEGAL THEORY, AND REGARDLESS OF WHETHER NLS KNEW OR WAS ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
NLS'S AGGREGATE LIABILITY FOR DIRECT DAMAGES ARISING FROM OR RELATING TO THE WEB SITE OR THE SERVICES (REGARDLESS OF THE CAUSE OF ACTION) IS LIMITED TO THE GREATER OF (i) THE AMOUNT PAID BY THE USER TO NLS FOR THE SPECIFIC SERVICE THAT IS THE SUBJECT OF THE DISPUTE OR (ii) FIFTY DOLLARS (USD $50). THE FOREGOING LIMITATIONS OF LIABILITY ARE INDEPENDENT OF, AND SHALL APPLY REGARDLESS OF, ANY FAILURE OF ESSENTIAL PURPOSE OF ANY LIMITED OR EXCLUSIVE REMEDY.
You acknowledge that NLS has agreed to provide the Web Site and the Services in reliance on the exclusions of liability and disclaimers of warranty set forth herein. Some jurisdictions do not allow the limitation of incidental or consequential damages, so the above limitation may not apply to you.
You agree to indemnify and hold NLS, its subsidiaries, partners, affiliates, vendors, subcontractors, officers, employees, and agents harmless from any and all losses, liabilities, damages, and costs (including reasonable attorneys' fees) arising from any third-party claims related to your use of the Web Site or the Services, or your violation of these Terms of Use or the Privacy Policy.
NLS uses a third-party PCI-DSS compliant payment processor (the "Payment Processor") to authorize and process credit card transactions for Services booked on the Web Site. The processing of payments or credits in connection with your use of the Web Site or Services is subject to the terms, conditions, and privacy policies of the Payment Processor and your credit card issuer, in addition to these Terms of Use. NLS itself does not store full card numbers on its servers.
NLS is not responsible for any errors made by the Payment Processor. In connection with your use of the Web Site or Services, NLS will obtain certain transaction details, which NLS will use solely in accordance with the Privacy Policy.
NLS takes the privacy of you and your information very seriously. For information about what data we collect and how we use such information, please review our Privacy Policy.
If any part of these Terms of Use shall be held or declared to be invalid or unenforceable for any reason by any court of competent jurisdiction, such provision shall be ineffective but shall not affect any other part of these Terms of Use.
The failure of NLS to partially or fully exercise any rights, or NLS's waiver of any breach of these Terms of Use by you, shall not prevent a subsequent exercise of such right or be deemed a waiver of any subsequent breach. The rights and remedies of NLS under these Terms of Use and any other applicable agreement shall be cumulative.
The Web Site and the Services are provided from the United States of America, and all servers that make them available reside in the U.S.A. The laws of other countries may differ regarding the access and use of the Web Site and Services. NLS makes no representations regarding the legality of this Web Site or the Services in any other country, and it is your responsibility to ensure that your use complies with all applicable laws outside the U.S.A.
The laws of the State of California shall govern these Terms of Use, without regard to its conflict of laws principles. Any disputes arising from or related to these Terms of Use, the Web Site, or the Services shall be resolved in accordance with applicable California law.
Confirm with Counsel The specific dispute resolution mechanism — mediation, binding arbitration, court litigation, venue, and jurisdiction — should be confirmed with NLS's legal counsel and reflected in this section. Common provisions for chauffeured services include binding arbitration before a single arbitrator (e.g., AAA Commercial Rules) in San Mateo or Santa Clara County, California, with each party bearing its own costs.
YOU HEREBY EXPRESSLY CONSENT TO EXCLUSIVE JURISDICTION AND VENUE IN THE COURTS OR ARBITRATION FORUM LOCATED IN CALIFORNIA FOR ALL MATTERS ARISING IN CONNECTION WITH THESE TERMS OF USE OR YOUR ACCESS OR USE OF THE WEB SITE OR THE SERVICES.
NLS shall not be responsible for damages caused by delay or failure to perform, in full or in part, any of its obligations in connection with the Web Site or the Services, provided there is due diligence in attempted performance under the circumstances and that such delay or failure is due to fire, earthquake, unusually severe weather, strikes, government-sanctioned embargo, flood, act of God, act of war or terrorism, act of any public authority or sovereign government, civil disorder, public-health emergency, delay or destruction caused by public carrier, or any other circumstance substantially beyond the control of NLS.
These Terms of Use, the Service Terms above, the SMS Terms below, and the other policies and terms posted on the Web Site set forth the entire agreement between you and NLS on this subject matter and supersede all other negotiations, understandings, statements, and agreements between the parties.
Should you have any questions regarding these Terms of Use, you may contact NLS at privacy@nlstrans.com or reservations@nlstrans.com. NLS is under no obligation to provide technical support for the Web Site or the Services beyond what is offered through standard reservation channels.
Section III
NLS Alerts are SMS messages that notify you about important transaction-related details for reservations you book with NLS Transportation (the "SMS Service"). These may include, but are not limited to:
Message frequency will be directly proportional to the usage of NLS services. For each booked service, a customer may expect to receive up to five (5) SMS messages from NLS.
IMPORTANT NOTE: You can always control the types of notifications you receive by contacting reservations@nlstrans.com or by replying STOP to any SMS message. Phone numbers collected for SMS consent will NOT BE SHARED WITH THIRD PARTIES FOR MARKETING PURPOSES.
By using the SMS Service provided by NLS, you have agreed to be bound by these terms and conditions, as well as the terms and conditions applicable to NLS chauffeured transportation services. However, you may use NLS services without subscribing to NLS Alerts.
If you do not agree with these terms and conditions, you must immediately cease using the SMS Service and contact us as provided below under HELP.
NLS respects the privacy of personal information you provide and takes measures to protect that information. You can view our complete Privacy Policy for full details.
Any NLS reservation made with a valid mobile telephone number attached to the booking will be automatically enrolled in transactional SMS notifications upon confirmation, unless otherwise instructed by the customer at the time of booking. Any SMS notifications sent by NLS are for the sole purpose of providing important information about your reservation and are provided in compliance with all of the pertinent rules and regulations under the U.S. Telephone Consumer Protection Act of 1991 (TCPA) and the CAN-SPAM Act of 2003.
Use of any NLS Transportation reservation service authorizes NLS to send NLS Alerts via SMS directly to your mobile device or cellular telephone for the purpose of communicating about your reservation, unless you choose to opt out.
If at any time you decide you would like to stop receiving NLS Alerts, you can opt out by replying to any SMS text you receive with the word STOP from your mobile phone.
You can also opt out by emailing reservations@nlstrans.com with your phone number and a request to remove SMS notifications. After doing so, you will receive confirmation of your opt-out and will no longer receive any NLS Alert messages, unless you choose to opt in or subscribe again.
To get help, call our 24/7 concierge line at +1 (650) 364-0118 or email reservations@nlstrans.com. You can also reply HELP to any SMS message and we will respond with contact information.
Although NLS Alerts are complimentary, depending on your text plan you may be charged by your mobile carrier. Message and data rates may apply. Please check with your carrier for specific rates and fees.
By participating in the SMS Service, you certify that you are over 18 years of age and either: (a) you are the mobile account holder, or (b) you have the mobile account holder's permission to enroll the number.
Questions About These Terms
For questions about these Terms & Conditions or any related matters, contact our team at privacy@nlstrans.com or call our 24/7 concierge line at +1 (650) 364-0118.
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