Terms of Service

These Terms of Service govern your use of hawaiitowncars.com and your engagement with Hawaii TownCars for chauffeured transportation services across the Hawaiian Islands. By submitting a service request or using our website, you agree to these terms.

Cancellation Policy

Cancellations made more than 24 hours prior to scheduled service will receive a full refund. Cancellations made within 24 hours of scheduled service will be charged 50% of the total booking amount. Cancellations made within 2 hours of scheduled service, or no-shows, will be charged 100% of the total booking amount.

No-Show Policy — Commercial Flights

Hawaii TownCars monitors all commercial flights in real time. Wait time and charter billing begins at wheels down. For domestic arrivals, if no contact is made within 30 minutes of wheels down, the booking will be classified as a no-show and charged in full. For international arrivals, the no-show window is 45 minutes after wheels down. In the event of delays due to ramp conditions, baggage, customs, or other circumstances beyond the passenger’s control, the chauffeur will remain on standby, billed at the standard charter rate. The passenger is responsible for maintaining contact via the chauffeur’s number — provided by text prior to service — or by contacting Hawaii TownCars directly at journey@hawaiitowncars.com or (808) 515-5000.

No-Show Policy — Private Aviation

Private flights are often unable to be tracked through third-party systems. Charter billing begins at the client’s requested pickup time or at wheels down — whichever comes first. If the flight is confirmed to be airborne, Hawaii TownCars will stand by for the duration of the delay at standard hourly charter rates. If no contact is made within 30 minutes of the requested pickup time and the flight cannot be confirmed as airborne, the booking will be classified as a no-show and charged in full. The client or their handler is responsible for maintaining communication via the chauffeur’s number — provided by text prior to service — or by contacting Hawaii TownCars at journey@hawaiitowncars.com or (808) 515-5000.

Charter & Hourly Service

A minimum booking of 2 hours applies to all as-directed and hourly charter arrangements, billed beyond the minimum in 30-minute increments. A minimum booking of 3 hours applies to Luxury Minibus arrangements. Charter time begins at the scheduled pickup time or when the passenger is on board — whichever comes first. Rates vary by vehicle and are provided at time of quote. All rates are locked at the time of booking confirmation and will not change after confirmation.

Gratuity

A gratuity of 20% is automatically included in all bookings and is passed to your chauffeur in full.

Additional Stops

Airport transfer rates are flat rate. Reasonable stops within the standard transfer route and allotted time are accommodated at no additional charge. Stops that extend the transfer beyond the allotted time or route convert to the standard hourly charter rate, billed in 30-minute increments. All stops within a booked as-directed charter are included in the booked time; additional time beyond the booked period is billed in 30-minute increments.

Inter-Island Travel

Hawaii TownCars coordinates chauffeured service for guests traveling between islands. Inter-island arrangements are quoted based on itinerary and confirmed at time of booking.

Meet & Greet

Standard meet and greet service includes the chauffeur greeting the passenger at baggage claim with a name sign, at no additional charge. Concierge airport staff, baggage porters, and additional coordination are available at additional charge, arranged by Hawaii TownCars and billed to the client.

Additional Charges

Tolls, parking, and all other incidentals are billed to the client as incurred. For long-distance or multi-day arrangements, a chauffeur per diem may apply and will be disclosed at time of quote. All applicable charges are disclosed at time of confirmation.

Payment

Payment in full is required at the time of booking for new clients. Established clients may be eligible for monthly invoicing based on frequency of use. Hawaii TownCars accepts credit card, cash, and ACH/wire transfer.

Child Safety Seats

Child safety seats are available upon request at an additional charge. Requests must be made at time of booking.

Luggage

No specific luggage limit applies. All items must fit within the booked vehicle’s capacity, which is disclosed during the booking process.

Pets

Pets are permitted in enclosed carriers. Pets outside of carriers require prior written authorization from Hawaii TownCars.

Smoking & Vaping

Smoking and vaping are not permitted in any Hawaii TownCars vehicle.

Open Containers

Open containers of alcohol are not permitted in vehicles that do not have a partition between the chauffeur and passenger compartment.

Booking Lead Time

Hawaii TownCars accepts bookings at any advance interval. Same-day and last-minute bookings are accepted subject to availability.

Confirmations

Hawaii TownCars aims to confirm all service requests as promptly as possible. As a personally operated company, response times may occasionally vary. We will always respond to every request and appreciate your patience.

Discretion & Confidentiality

Hawaii TownCars maintains strict confidentiality regarding all client engagements, itineraries, and personal information. We do not discuss, reference, or disclose client movements or arrangements to any third party.

Text Messaging Program

If you opt in to receive SMS text messages from Hawaii TownCars, message frequency varies by reservation, typically 2–4 messages per trip (booking confirmation, chauffeur en route, arrival). Message and data rates may apply. Reply HELP for help or STOP at any time to opt out of text messages; opting out of texts does not affect your reservation. We do not sell, rent, or share your mobile phone number with third parties for their own marketing purposes.

Limitation of Liability

Hawaii TownCars is not liable for delays or service disruptions caused by circumstances beyond our control, including but not limited to weather, traffic, flight delays, or acts of third parties. We are not responsible for items left in vehicles.

Governing Law

These terms are governed by the laws of the State of Hawaii.

Contact

For questions regarding these terms, contact us at:
journey@hawaiitowncars.com
(808) 515-5000

Last updated: August 2026