Disclaimer: Bookings placed within 3 hours of service may be subject to limited availability and minor delays. Service times are not guaranteed, and no compensation will be provided for delays on last-minute bookings. If no vehicle availability exists, customers are eligible for a full refund.
Frequently Asked Questions
Find answers to the most common questions about our booking process, fleet policies, and payments.
What is your cancellation policy?
Our cancellation fees are based on how far in advance the booking is canceled:
- Day of service (within 48 hours): 50% cancellation fee
- Within 1 week of service: 30% cancellation fee
- Within 2 weeks of service: 25% cancellation fee
- Within 1 month of service: 15% cancellation fee
Note: All cancellation fees are calculated from the total booking amount.
- Day of service (within 48 hours): 50% cancellation fee
- Within 1 week of service: 30% cancellation fee
- Within 2 weeks of service: 25% cancellation fee
- Within 1 month of service: 15% cancellation fee
Note: All cancellation fees are calculated from the total booking amount.
Can I modify my booking?
Yes, booking modifications are allowed, subject to availability.
- More than 7 days from the booking date: $10 modification fee
• Within 7 days of the booking date: $25 modification fee
Please note that modifications are not guaranteed, but we will do our best to accommodate requests.
- More than 7 days from the booking date: $10 modification fee
• Within 7 days of the booking date: $25 modification fee
Please note that modifications are not guaranteed, but we will do our best to accommodate requests.
Is there a grace period for pickup times?
Yes. Our drivers are allowed a 15-minute grace period from the scheduled booking time.
What happens if the driver arrives late?
If the driver arrives more than 15 minutes late, you may be eligible for a refund or discount:
- Under 30 minutes late: 5% refund/discount
- Under 1 hour late: 10% refund/discount
- Over 1 hour late: 15% refund/discount
- Under 30 minutes late: 5% refund/discount
- Under 1 hour late: 10% refund/discount
- Over 1 hour late: 15% refund/discount
What is your no-show policy?
- Driver no-show: You will receive a full refund.
- Customer no-show: No refund will be issued.
- Customer no-show: No refund will be issued.
What happens if I am late for pickup?
For point A to point B (non-hourly) trips:
- If the customer is more than 15 minutes late, an additional one-hour charge will apply.
- The customer will be penalized for any extra charges incurred due to delays.
- This policy is necessary due to limited scheduling windows and existing commitments to other bookings.
- If the customer is more than 15 minutes late, an additional one-hour charge will apply.
- The customer will be penalized for any extra charges incurred due to delays.
- This policy is necessary due to limited scheduling windows and existing commitments to other bookings.
What happens if I make changes to an A to B trip at pickup?
For point A to point B (non-hourly) trips, service includes direct pickup and direct drop-off only.
- If the customer requests any changes at the time of pickup or upon the driver's arrival, the customer is responsible for paying the driver at the time of pickup.
- Additional charges will apply for any stops, detours, or route changes as follows:
These fees apply to any stops or detours requested within an A to B service.
- If the customer requests any changes at the time of pickup or upon the driver's arrival, the customer is responsible for paying the driver at the time of pickup.
- Additional charges will apply for any stops, detours, or route changes as follows:
- Party Bus: $75 per change or stop
- Town Car & SUV Limo: $50 per change or stop
- Car Service: $25 per change or stop
These fees apply to any stops or detours requested within an A to B service.
What if a Memory Lanes vehicle is not available?
If one of our vehicles becomes unavailable, Memory Lanes Limo Service LTD may subcontract the service to another licensed limousine company at no additional cost to the customer.
- All communication will remain through Memory Lanes.
- Any disputes may be resolved through Memory Lanes or the servicing company.
- If requested, Memory Lanes can provide photos of the subcontracted vehicle prior to booking so the customer is fully informed of the vehicle being dispatched.
- All communication will remain through Memory Lanes.
- Any disputes may be resolved through Memory Lanes or the servicing company.
- If requested, Memory Lanes can provide photos of the subcontracted vehicle prior to booking so the customer is fully informed of the vehicle being dispatched.
Who handles refunds if another company provides the service?
- If a subcontracted vehicle is used, refunds (if applicable) will be handled by the service provider.
- If a Memory Lanes vehicle is used, refunds will be processed directly by Memory Lanes.
- If a Memory Lanes vehicle is used, refunds will be processed directly by Memory Lanes.
How are packages and add-ons handled?
- All packages and add-ons purchased through Memory Lanes are handled by a Memory Lanes representative.
- Drivers will be informed in advance to ensure setup of any amenities purchased as additional add-ons.
- Availability depends on vehicle type and supply.
- Drivers will be informed in advance to ensure setup of any amenities purchased as additional add-ons.
- Availability depends on vehicle type and supply.
What happens if there are delays beyond your control?
Memory Lanes Limo Service LTD is not responsible for delays caused by weather, traffic, accidents, road conditions, or other circumstances beyond our control.
Are underage passengers allowed to have alcohol in the limo?
No. Underage passengers are strictly prohibited from possessing or consuming alcohol in any Memory Lanes Limo Service LTD vehicle.
This policy is enforced due to strict legal regulations. Violations can result in fines of up to $25,000 for both the driver and the company. For this reason, alcohol will not be permitted in the vehicle when underage passengers are present.
This policy is enforced due to strict legal regulations. Violations can result in fines of up to $25,000 for both the driver and the company. For this reason, alcohol will not be permitted in the vehicle when underage passengers are present.
Important! Memory Lanes Limo Service LTD reserves the right to refuse or terminate service immediately without refund if this policy is violated.
How are third-party or event reservations handled?
For third-party reservations, including weddings, corporate events, and group bookings, Memory Lanes Limo Service LTD will work with one designated point of contact only.
To avoid miscommunication and errors:
- All changes, updates, and confirmations must come from the appointed contact person.
- We will not accept instructions from multiple individuals.
- All communication will be handled exclusively through a single email thread for documentation and accuracy.
Memory Lanes Limo Service LTD is not responsible for errors resulting from instructions received outside the agreed communication process.
To avoid miscommunication and errors:
- All changes, updates, and confirmations must come from the appointed contact person.
- We will not accept instructions from multiple individuals.
- All communication will be handled exclusively through a single email thread for documentation and accuracy.
Memory Lanes Limo Service LTD is not responsible for errors resulting from instructions received outside the agreed communication process.
What happens if there is abuse toward the driver or Memory Lanes staff?
Memory Lanes Limo Service LTD has a zero-tolerance policy for any form of abuse, harassment, or inappropriate behavior toward drivers or any company representatives.
- Drivers and representatives have the right to refuse service at any time.
- If a driver terminates the trip due to abuse, no refund will be provided.
- Memory Lanes reserves the right to refuse future service to anyone who engages in abusive behavior.
Our priority is the safety and well-being of our employees and passengers.
- Drivers and representatives have the right to refuse service at any time.
- If a driver terminates the trip due to abuse, no refund will be provided.
- Memory Lanes reserves the right to refuse future service to anyone who engages in abusive behavior.
Our priority is the safety and well-being of our employees and passengers.
What forms of payment are accepted and how does the deposit work?
Memory Lanes Limo Service LTD accepts the following forms of payment:
- Credit Card
- e-Transfer
Deposit and Payment Terms:
- A 25% deposit is required at the time of booking to secure your reservation.
- The remaining balance must be paid upon the driver's arrival.
- Drivers are instructed not to proceed with the booking unless full payment has been received.
This ensures that all trips are confirmed and prevents any service disruptions.
- Credit Card
- e-Transfer
Deposit and Payment Terms:
- A 25% deposit is required at the time of booking to secure your reservation.
- The remaining balance must be paid upon the driver's arrival.
- Drivers are instructed not to proceed with the booking unless full payment has been received.
This ensures that all trips are confirmed and prevents any service disruptions.
Need further assistance?
Your experience matters to us. Connect with us via phone or email, and we will happily guide you through any specific requests or booking details.