Cancellation & Refund Policy

Effective date: July 14, 2026

Entity: Grandlink LLC · New York

Scope: All trips booked and paid for through the Grandlink website.

This policy forms part of the Terms of Service. By booking, you confirm that you have read and accepted it.

1. How a booking becomes binding

1. Grandlink provides an instant, system-generated quote. The total shown on the website is the full amount payable, inclusive of all applicable taxes. Quotes exclude gratuity — tipping is entirely your choice and goes directly to the driver.
2. When you proceed to payment, our server re-calculates the fare from the route snapshot taken at booking, so the price you saw is the price you are charged. Traffic fluctuations never change a quoted price.
3. Payment is processed by Stripe. Once payment succeeds, your trip is confirmed automatically — there is no manual review step.
4. A paid order is locked. Date, time, pickup and drop-off addresses, vehicle class, passenger count, luggage and price cannot be changed by you. If something must change, use the free reschedule in Section 3, or cancel under Section 2.

2. Cancellation and refund rules

Measured against the scheduled pickup time:

Why 48 hours: a vehicle and driver are committed to you the moment you book. Inside 48 hours we can no longer resell that slot.

3. Free reschedule (once)

More than 48 hours before pickup you may reschedule once, free of charge:

• the new pickup time must fall within 30 days of the original pickup date;
• one reschedule per order;
• if you later cancel a rescheduled trip, Section 2 applies, with the 48 hours measured from the new pickup time;
• if the new trip prices higher (for example it moves into peak hours, or the address is farther), you pay the difference; if it prices lower, the difference is not refunded;
• request a reschedule through the contacts in Section 11.

Airport bookings that need to move because of the flight are covered by Section 4 instead, and are not subject to the 48-hour limit.

4. Flight delays and cancellations (airport transfers)

A flight number is mandatory on airport bookings, and we monitor it. This section overrides Section 2.

1. Flight delayed (same flight, same day) → this is not a cancellation. We re-time the pickup to your actual landing time at no reschedule fee. Your 90 minutes of free waiting start at actual landing. ⚠️ This depends on your cooperation: keep your phone reachable and confirm the new pickup time when we contact you. If we cannot reach you and the vehicle waits for nothing, the booking is treated as a No-show.
2. Flight cancelled or you are rebooked, and no vehicle has been dispatched yet → one free reschedule (new time within 30 days), at no charge. Tell us before a vehicle is dispatched.
3. Flight cancelled and you want a refund rather than a reschedule → refund less a 10% administration fee, returned to your original card within 48 hours.
4. A vehicle has already been dispatched or is waiting at the airport and you did not notify us → treated as a No-show, no refund.

This section applies only to airport bookings with a valid, verifiable flight number.

5. Free waiting time and overtime charges

• Beyond the free window: $1.00 per minute.
• This charge is collected by the driver on the spot. It is not part of the online quote and does not appear on your online invoice.
• If the free window expires and you still cannot be reached, the driver may leave and the booking becomes a No-show (no refund).

6. Fees

The only fee anywhere in this policy is the 10% administration fee in Section 4.3 (flight cancelled and you choose a refund instead of a reschedule).

Otherwise:

• Cancelling more than 48 hours out → full refund, zero fee;
• Free reschedule → zero cost;
• Our quotes contain no separately-itemized credit card fee and no service fee. The price on the website is the whole price.

7. Severe weather and force majeure

Blizzards, hurricanes, flooding, road or airport closures, strikes, government orders and similar events beyond our control:

1. Grandlink cancels because the trip cannot be performed safely → full refund (zero fee), or a free reschedule.
2. The trip can still be performed safely and you choose to cancel → Section 2 applies.
3. Delays, detours and extra tolls caused by such events are not grounds for a refund; equally, we will not raise the price of an already-paid order because of them.
4. Grandlink is not liable for consequential losses caused by such events (missed flights, missed classes, missed meetings, accommodation costs) — see the limitation of liability clause in the Terms of Service.

8. When we are at fault (full refund)

The following receive a 100% refund with zero fee:

• No vehicle arrives and we cannot re-assign one within a reasonable time;
• We cancel your booking (no capacity, address cannot be served, etc.);
• Duplicate or erroneous charges;
• The vehicle dispatched cannot carry the passengers and luggage you accurately declared at booking (accurate declaration is a precondition — see Customer Obligations in the Terms of Service).

A late vehicle (as opposed to no vehicle) does not automatically trigger a full refund. We handle it case by case based on the length of the delay and its actual impact.

9. How refunds are paid, and how long they take

1. Refunds are always issued to the original card. We do not refund by cash, check or bank transfer.
2. Grandlink initiates the refund within 48 hours of approving your request.
3. Once initiated, when the money lands is up to your card issuer — typically 5 to 10 business days. Grandlink cannot speed this up.
4. Once complete, the order is marked "refunded" and the full record is retained.

10. Chargebacks

If you dispute a charge, contact us first. If you file a chargeback without contacting us, we will submit our complete evidence to Stripe and to your issuer: the booking record, IP address, the timestamp on which you accepted this policy, the quote snapshot, timestamped order-status history, and the trip's GPS trail and completion record. We reserve all rights in respect of bad-faith chargebacks.

11. Contact

• Support email: han8andy@gmail.com
• Support phone: +1 347-957-6888

Grandlink LLC · New York

Grandlink may amend this policy. Amendments do not apply retroactively to already-paid orders — your booking is always governed by the version in force on the day you booked.