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Fares & Cancellation Policy

Intended audience: Customers, passengers, corporate bookers, and transportation providers
Legal entity: Elevate Mobility Group LLC d/b/a XVIA USA
Principal business address: 411 Theodore Fremd Ave, Ste 206, Rye, NY
Effective date: August 8, 2026

1. Estimated Reservation Price

The price displayed when a reservation is requested is an estimate based on the information available at that time, including the requested route, anticipated distance and travel time, expected traffic conditions, tolls, and disclosed fees. The final amount may differ when the actual trip differs from the information used to calculate the estimate. Adjustments may result from actual tolls, additional waiting time, material traffic delays when the applicable pricing structure permits a time-based adjustment, customer-requested stops or route changes, parking, airport or facility charges, or other trip-specific amounts disclosed or authorized under the applicable reservation terms. XVIA and its authorized payment processors may place a temporary authorization or preauthorization hold on an eligible payment method in connection with a reservation. The amount and duration of a hold may differ from the final charge and may also depend on the customer's financial institution. By confirming a reservation, the customer authorizes XVIA and its authorized payment processors to charge amounts properly due for the completed trip or for an applicable cancellation, no-show, waiting-time, toll, parking, cleaning, damage, or other authorized charge under XVIA's applicable policies.

2. Accepted Payment Methods and Tips

Cash is not accepted by XVIA as payment for the transportation fare unless XVIA expressly authorizes a specific cash-payment arrangement in advance. XVIA may accept eligible credit cards, debit cards, supported digital wallets, and other payment methods made available through XVIA's authorized payment processors. The payment methods displayed in the application, website, invoice, or authorized payment flow at the time of the transaction are the methods currently supported for that transaction. Customers are not required to tip. A voluntary amount clearly designated by the customer as a driver tip is separate from the transportation fare. XVIA's intended policy is that 100% of a customer-designated tip is allocated to the transportation provider, subject only to any payment-processing treatment or deductions that are expressly disclosed and legally permitted.

3. Cancellation Schedule

Unless a reservation, Corporate Account agreement, special event agreement, promotional term, or other expressly disclosed rate contains a different cancellation rule, the following standard schedule applies:

  • More than 90 minutes before the scheduled pickup: No cancellation fee.
  • 90 to 60 minutes before the scheduled pickup: 25% of the applicable trip fare.
  • 60 to 30 minutes before the scheduled pickup: 50% of the applicable trip fare.
  • Less than 30 minutes before the scheduled pickup: 100% of the applicable trip fare.

After the transportation provider has begun traveling to the pickup location: The reservation may be subject to a charge of up to 100% of the applicable trip fare when the provider's dispatch/en-route status is valid and the charge is consistent with the reservation terms. Verified no-show: 100% of the applicable trip fare. For customer-facing purposes, the cancellation charge is the amount charged to the customer. Any allocation of a collected cancellation amount between XVIA and a transportation provider is governed separately by the applicable provider agreement and does not change the customer's cancellation charge. A cancellation or no-show charge may be waived, reduced, or refunded when XVIA determines that the charge resulted from an XVIA or provider error, a confirmed service failure, an accessibility-related circumstance for which a fee may not lawfully be imposed, or another circumstance in which adjustment is appropriate under the applicable agreement or law.

4. Standard Non-Airport Pickup Waiting Time

For a scheduled non-airport pickup, the customer generally receives 15 minutes of complimentary waiting time beginning at the later of (a) the scheduled pickup time or (b) the time the assigned transportation provider arrives at the correct pickup location and is reasonably available to receive the passenger. If the provider arrives before the scheduled pickup time, complimentary waiting time does not begin before the scheduled pickup time. After the complimentary period expires, the standard customer waiting-time rates are: XL - $1.00 per minute; Black - $1.15 per minute; Elite SUV - $1.40 per minute. Waiting charges stop when the passenger is ready and the trip begins, when the reservation is properly converted to a no-show or cancellation under the applicable policy, or when XVIA otherwise ends the waiting period. Provider compensation associated with waiting time is governed by the applicable provider agreement and is not part of the customer-facing waiting-time rate.

5. Airport Waiting Time and Flight Delays

For assigned airport pickups, including JFK, LGA, EWR, TEB, SWF, HPN, and other airports supported by XVIA, the standard complimentary waiting period is 30 minutes for domestic flight arrivals and 60 minutes for international flight arrivals, unless a different period is disclosed for the reservation. When XVIA has reliable flight information and the tracked flight is delayed before arrival, XVIA may adjust the pickup or provider dispatch based on updated flight information. A customer will not be charged airport waiting time solely for time before the flight's recorded arrival when XVIA is using the flight-arrival trigger for that reservation. The complimentary airport waiting period begins from the arrival trigger used for the reservation. Depending on airport operations and the booking configuration, this may be the recorded gate-arrival or landing time shown by XVIA's flight-data source. The applicable trigger should be communicated consistently in the reservation or operational instructions. After the complimentary period expires, the standard customer waiting-time rates are: XL - $1.00 per minute; Black - $1.15 per minute; Elite SUV - $1.40 per minute. If flight information is missing, inaccurate, changed, or unavailable, the customer should update XVIA as soon as reasonably possible. XVIA may use the scheduled pickup time or other reasonably available trip information to administer the reservation.

6. Airport No-Show Procedure

Before an airport reservation is treated as a passenger no-show, the transportation provider must make reasonable efforts to contact the passenger using the contact methods available for the reservation. Ordinarily, this includes at least two telephone-call attempts and at least one message through XVIA or another authorized trip-communication channel. For a reservation using the standard airport-arrival trigger, a provider may request no-show review after at least 60 minutes for a domestic arrival or 90 minutes for an international arrival, measured from the applicable arrival trigger, unless a different rule was disclosed for the reservation. A no-show is not automatic merely because the waiting period has elapsed. XVIA may verify the provider's arrival information, contact attempts, flight information, pickup instructions, passenger communications, and other relevant trip records before confirming a no-show. A verified airport no-show is subject to a charge of 100% of the applicable trip fare under the standard cancellation schedule. Eligible tolls, parking, or other pass-through expenses actually incurred may be handled separately when disclosed and applicable.

7. Tolls, Parking, Airport, Facility and Regulatory Charges

Actual eligible tolls incurred in connection with a customer trip may be charged to the customer when applicable to the route and reservation. Parking actually incurred for an authorized meet-and-greet or other trip-related service may also be charged when applicable and reasonably documented. Airport or facility charges, governmental assessments, congestion-related charges, taxes, regulatory fees, and similar mandatory amounts may be collected, passed through, reported, or remitted according to the requirements applicable to the particular trip. XVIA will identify customer-facing governmental, airport, facility, tax, or regulatory charges using the name and amount applicable to the reservation at the time the charge is assessed, to the extent reasonably practicable and required. Any XVIA reservation, booking, service, processing, or regional premium that is not a governmental charge should be identified as an XVIA charge rather than described as a tax or governmental assessment. Provider reimbursement or compensation for tolls, parking, waiting time, airport expenses, or other trip costs is governed separately by the applicable provider agreement.

8. Refunds, Credits and Billing Adjustments

Customers may contact XVIA Customer Support to request review of a fare, cancellation, no-show, waiting-time, toll, parking, cleaning, damage, or other charge they believe is incorrect. XVIA will review the available trip and payment information and may uphold, reduce, reverse, refund, or otherwise adjust a charge when appropriate under the applicable policy, reservation terms, or law. An approved monetary refund will generally be returned to the original payment method when reasonably available. With the customer's agreement and where permitted, XVIA may instead issue an account credit. XVIA's operational target is to initiate an approved refund within 14 business days after the refund decision is finalized. This is a processing target rather than a guarantee that the funds will appear in the customer's account within 14 business days. Banks, card issuers, digital-wallet providers, and other financial institutions may require additional processing time. Account credits, when offered and accepted, may be subject to disclosed expiration, transfer, promotional, or usage terms to the extent permitted by applicable law.