Terms & Conditions of Transportation Service

These Terms & Conditions (“Terms”) govern transportation services provided by Carolina Navigators LLC (“Carolina Navigators,” “we,” “us,” or “our”).

By making or accepting a confirmed reservation, submitting payment, electronically accepting these Terms, or accepting transportation services from Carolina Navigators, the customer agrees to these Terms.

Our goal is to provide safe, dependable, professional transportation with exceptional customer service. These Terms are intended to establish clear expectations for Carolina Navigators, customers, passengers, and other persons participating in a reservation.

1. Reservations, online requests, and confirmation

All transportation is subject to availability and confirmation by Carolina Navigators.

A transportation request submitted through the Carolina Navigators website, customer portal, telephone, email, or another communication method is a request for transportation and does not, by itself, guarantee driver or vehicle availability or create a confirmed reservation.

An automated acknowledgement stating that Carolina Navigators has received a request is not confirmation of transportation unless the communication expressly states that the reservation has been confirmed.

A reservation is considered confirmed when Carolina Navigators has accepted the reservation and communicated confirmation to the customer.

Customers are responsible for providing complete and accurate information, including, as applicable:

• pickup location;
• destination;
• requested pickup date and time;
• passenger count;
• passenger and customer contact information;
• flight information;
• requested stops;
• return-trip information; and
• special transportation requirements reasonably necessary to provide the service.

A person making a reservation for another passenger is responsible for providing accurate passenger information and for communicating relevant reservation information and these Terms to that passenger where appropriate.

Changes to an existing reservation are subject to driver and vehicle availability and may result in an adjustment to the quoted fare.

2. Rates and quoted fares

The fare accepted when a reservation is confirmed represents the agreed base fare for the transportation described in that reservation.

Additional charges may apply when the customer requests or causes a material change to the agreed service, including:

• additional stops;
• destination changes;
• significant route changes;
• additional transportation;
• extended waiting time; or
• other service beyond the confirmed itinerary.

Carolina Navigators will not change a confirmed base fare without a legitimate change in the transportation service or another charge permitted under these Terms and applicable law.

All rates and charges remain subject to applicable regulatory requirements, tariffs, filed rates, orders, or other legally controlling requirements.

3. Payment

A valid credit card, debit card, deposit, or other acceptable payment method may be required to secure or confirm a reservation.

Unless otherwise stated in a quote or reservation confirmation, payment for ordinary point-to-point and airport transportation may be collected when the reservation is confirmed.

The customer authorizes Carolina Navigators to collect amounts legitimately due under the reservation and these Terms, including, where applicable:

• the confirmed transportation fare;
• approved itinerary additions;
• waiting charges;
• applicable cancellation or no-show charges;
• cleaning charges;
• documented vehicle-damage charges; and
• other charges properly disclosed or permitted under these Terms.

Extended trips, private tours, special events, charters, large reservations, or customized transportation may require a deposit.

Any required deposit and remaining balance will be disclosed as part of the individual quote or reservation.

Nothing in this section prevents Carolina Navigators from confirming transportation without electronic payment when Carolina Navigators elects to do so.

4. Gratuities

Driver gratuities are not required unless expressly stated in a specific written quote or agreement.

Otherwise, gratuities are entirely at the customer’s discretion and may be offered in recognition of exceptional service.

5. Cancellations

For standard reservations:

• More than 24 hours before scheduled pickup: The reservation may be canceled without a cancellation charge.
• Within 24 hours of scheduled pickup: Carolina Navigators may charge up to 50% of the scheduled fare.
• Within 2 hours of scheduled pickup: Carolina Navigators may charge up to 100% of the scheduled fare.
• No-show: Carolina Navigators may charge up to 100% of the scheduled fare.

Carolina Navigators retains discretion to reduce or waive a cancellation charge when circumstances reasonably warrant doing so.

Special events, extended trips, tours, large reservations, charters, or customized transportation may have different cancellation terms. Any materially different cancellation requirements will be disclosed before the customer confirms the reservation.

Cancellation requests should be communicated through a method reasonably designated or accepted by Carolina Navigators.

A customer should not assume that a cancellation submitted electronically has been received if the customer receives an error or otherwise has reason to believe the communication was unsuccessful.

6. Flight cancellations and delays

Carolina Navigators will make reasonable efforts to monitor arriving flights when the customer provides accurate airline and flight-number information.

When an airline delays a flight, Carolina Navigators will make reasonable efforts to adjust pickup timing based upon the flight’s actual arrival.

When an airline cancels a customer’s flight, Carolina Navigators may permit the reservation to be rescheduled without a cancellation charge, subject to driver and vehicle availability, provided the customer promptly notifies Carolina Navigators.

Significant schedule changes may require reassignment of the driver or vehicle.

Airport delays and disruptions may be handled based upon the circumstances of the individual reservation.

7. Airport waiting time

Airport reservations include up to 45 minutes of complimentary waiting time following the flight’s actual arrival.

When reasonably known to Carolina Navigators, circumstances such as:

• delayed baggage;
• customs processing;
• mobility assistance; or
• another reasonable delay

may be taken into consideration.

After the complimentary waiting period, additional waiting time may be charged at $1.00 per minute ($60.00 per hour).

Carolina Navigators may reduce or waive reasonable waiting charges at its discretion.

8. Non-airport waiting time

Non-airport reservations include a 15-minute complimentary grace period following the scheduled pickup time.

After the complimentary period, additional waiting time may be charged at $1.00 per minute ($60.00 per hour).

Carolina Navigators may reduce or waive reasonable waiting charges at its discretion.

9. No-shows

For a standard non-airport pickup, Carolina Navigators will make reasonable efforts to contact the passenger if the passenger is not present at the scheduled pickup location.

Unless other arrangements have been made, the driver may classify the reservation as a no-show and depart after 30 minutes following the scheduled pickup time.

For airport pickups, Carolina Navigators will make reasonable efforts to contact the passenger when necessary.

Unless Carolina Navigators knows of circumstances reasonably explaining the passenger’s delay, an airport reservation may be classified as a no-show after 60 minutes following the flight’s actual arrival.

When Carolina Navigators knows that a passenger is delayed by baggage, customs, mobility assistance, or another reasonable circumstance, the driver may continue waiting subject to applicable waiting-time charges.

Once a reservation is properly classified as a no-show, the driver is not required to continue waiting, and Carolina Navigators may charge up to 100% of the scheduled fare.

10. Passenger safety

Safety takes priority over schedule.

Passengers must comply with reasonable safety instructions given by the driver.

Passengers may not ask, pressure, encourage, or direct a driver to:

• exceed the speed limit;
• violate traffic laws;
• drive unsafely; or
• operate a vehicle contrary to weather, traffic, road, or safety conditions.

The driver retains authority to slow, reroute, delay, stop, or discontinue transportation when reasonably necessary for passenger, driver, vehicle, or public safety.

Carolina Navigators does not guarantee arrival at a destination at an exact time.

Customers are responsible for scheduling airport transportation and other time-sensitive transportation with reasonable allowance for traffic, weather, security procedures, road conditions, and other foreseeable delays.

11. Seat belts and child restraints

Passengers must use seat belts and child-restraint systems as required by applicable law.

The customer is responsible for notifying Carolina Navigators in advance when transportation involves a child requiring a child-restraint system and for confirming arrangements concerning the appropriate restraint before transportation begins.

Carolina Navigators may decline transportation when providing the requested transportation would violate applicable passenger-safety or child-restraint requirements.

12. Passenger conduct

Carolina Navigators is committed to maintaining a safe and respectful environment for passengers and drivers.

A driver may refuse to begin or may terminate transportation when a passenger engages in conduct that is:

• threatening;
• violent;
• abusive;
• severely disruptive;
• illegal; or
• materially unsafe.

Passengers may not interfere with the driver or operation of the vehicle.

If transportation is terminated because of passenger conduct, Carolina Navigators will make reasonable efforts to end transportation at a reasonably safe location when circumstances permit.

The passenger is responsible for arranging alternative transportation.

Any charge associated with terminated transportation will be determined according to the circumstances, applicable law, and any applicable filed or approved rates.

13. Smoking and vaping

Smoking and vaping of any kind are prohibited inside Carolina Navigators vehicles.

A customer who violates this policy may be charged a cleaning or deodorizing fee of up to $250, based upon the cleaning or remediation reasonably required.

Additional documented remediation costs may be charged when damage or contamination exceeds ordinary cleaning.

14. Cleaning

Normal vehicle use and ordinary wear are included in the transportation fare.

When a passenger causes an unusual or excessive condition requiring additional cleaning, including significant:

• food or beverage spills;
• mud;
• bodily fluids; or
• similar contamination,

Carolina Navigators may assess a cleaning charge of up to $250, based upon the actual condition and cleaning reasonably required.

Whenever practical, significant cleaning charges will be supported by photographs, receipts, invoices, or other reasonable documentation.

15. Vehicle damage

The person making the reservation is responsible, to the extent permitted by law, for physical damage to a Carolina Navigators vehicle caused by that customer or members of the customer’s party beyond ordinary wear and tear.

Charges will be based upon the reasonable actual cost of repair, replacement, or remediation.

Whenever practical, Carolina Navigators will document significant damage through photographs, repair estimates, invoices, receipts, or similar records.

Ordinary wear and tear is not considered customer-caused vehicle damage.

16. Alcohol, illegal substances, and illegal activity

Passengers may not possess or use illegal drugs or engage in illegal activity inside a Carolina Navigators vehicle.

Possession or consumption of alcoholic beverages must comply with all applicable federal, state, and local laws and any restrictions applicable to Carolina Navigators’ operating authority, insurance, vehicles, or services.

Carolina Navigators may prohibit alcohol in any vehicle or reservation.

A driver may terminate transportation when continued transportation would reasonably create an unsafe or unlawful situation.

17. Luggage and personal property

Customers should notify Carolina Navigators when transporting unusually large quantities of luggage or oversized items so that vehicle capacity can be confirmed.

Carolina Navigators may decline to transport luggage or property that cannot be safely secured or would create an unsafe condition.

Passengers are responsible for checking the vehicle for personal belongings at the conclusion of transportation.

Carolina Navigators will make reasonable efforts to locate and return property left in a vehicle but cannot guarantee recovery.

Reasonable costs associated with returning lost property may be charged when appropriate.

18. Service animals

Carolina Navigators will accommodate service animals as required by applicable law.

Customers are encouraged to notify Carolina Navigators in advance when practical so that Carolina Navigators may help provide a smooth pickup and transportation experience.

19. Weather, traffic, and circumstances outside reasonable control

Carolina Navigators will make reasonable efforts to provide transportation according to the confirmed reservation.

Transportation may nevertheless be affected by circumstances outside Carolina Navigators’ reasonable control, including:

• severe weather;
• traffic congestion;
• accidents;
• road closures;
• law-enforcement activity;
• airport congestion;
• flight disruptions;
• natural disasters;
• government actions;
• telecommunications interruptions; or
• similar events.

When conditions make transportation unsafe or impractical, Carolina Navigators may reasonably delay, reroute, suspend, or cancel service.

Nothing in these Terms is intended to waive or limit a right or liability that cannot lawfully be waived or limited.

20. Vehicle or mechanical problems

Although Carolina Navigators maintains its vehicles with the goal of providing reliable transportation, mechanical problems and unforeseen vehicle issues may occur.

If a scheduled vehicle becomes unavailable, Carolina Navigators may, when reasonably possible:

• substitute another appropriate vehicle;
• assign another available driver or vehicle; or
• make other reasonable arrangements to complete the transportation.

When Carolina Navigators cannot reasonably provide contracted transportation because of a vehicle or mechanical problem attributable to Carolina Navigators, any refund, credit, or other remedy will be determined in accordance with applicable law and the circumstances.

21. Additional stops and itinerary changes

Additional stops, destination changes, significant route changes, or extensions requested after confirmation are subject to driver and vehicle availability.

Such changes may result in additional charges.

Whenever practical, the customer will be advised of material additional charges before the additional service is provided.

22. Electronic service communications

Customers who provide an email address, telephone number, or other contact information in connection with a request or reservation authorize Carolina Navigators to use that information for communications reasonably related to the requested or confirmed transportation service.

Service-related communications may include:

• acknowledgement that a request was received;
• reservation confirmations;
• reservation changes;
• pickup information;
• driver or scheduling information;
• payment-related notices;
• cancellation notices;
• safety or service notices;
• customer-support communications; and
• other communications directly related to transportation requested by the customer.

Electronic communications may be generated manually or through automated systems used by Carolina Navigators to operate its business.

Electronic communications may occasionally be delayed, rejected, filtered as spam, misdirected, or otherwise fail to reach the intended recipient.

A failure of an electronic notification does not, by itself, alter the actual status of a request or reservation in Carolina Navigators’ records.

Customers should contact Carolina Navigators if they are uncertain whether a reservation has been confirmed, modified, or canceled.

Service-related consent is not consent to unrelated advertising or promotional communications where separate consent is required by applicable law.

Nothing in these Terms should be interpreted as blanket consent to marketing telephone calls, marketing text messages, or other promotional communications where applicable law requires additional or separate consent.

23. Technology and third-party service providers

Carolina Navigators may use third-party technology and service providers to operate and support its business.

These providers may assist with functions including:

• website hosting;
• reservation and transportation-request processing;
• database and record storage;
• customer authentication;
• customer portals;
• email delivery;
• operational notifications;
• payment processing;
• security;
• system monitoring; and
• other technical or administrative functions.

Carolina Navigators may provide such service providers with information reasonably necessary for them to perform services on Carolina Navigators’ behalf, subject to applicable law and Carolina Navigators’ Privacy Policy.

Technology vendors and service providers may change from time to time without requiring an amendment to these Terms, provided the company’s use of customer information remains consistent with applicable law and its Privacy Policy.

24. Information provided to assigned drivers and authorized personnel

Carolina Navigators may make reservation information available to assigned drivers, operators, dispatch personnel, or other authorized personnel when reasonably necessary to arrange, manage, or provide transportation.

Such information may include:

• passenger name;
• passenger contact information;
• pickup and destination details;
• flight information;
• itinerary information;
• instructions reasonably necessary to perform the transportation; and
• other trip-specific information necessary for safe and effective service.

Access should be limited to information reasonably appropriate to the person’s role and the transportation being performed.

Providing trip-specific information to an assigned driver does not authorize general access to customer records unrelated to that driver’s assigned transportation.

25. Customer portal and account access

Carolina Navigators may provide customers with access to an online customer portal, account, or electronic reservation-management system.

Portal access may be activated separately from submission of a transportation request.

Customers are responsible for maintaining reasonable control over:

• their email account;
• devices used to access the portal;
• authentication links;
• passwords; and
• other credentials used to access their account.

Customers should promptly notify Carolina Navigators if they believe unauthorized access to their account or reservation information has occurred.

Carolina Navigators may suspend or restrict electronic account access when reasonably necessary for security, fraud prevention, system maintenance, or legal compliance.

26. Electronic payments and payment processors

When electronic payment functionality is offered, Carolina Navigators may use a third-party payment processor to process credit-card, debit-card, or other electronic payments.

Payment credentials may be transmitted directly to or processed by the applicable payment provider.

Use of electronic payment functionality may also be subject to the payment provider’s terms, privacy practices, security procedures, and card-network requirements.

The use of a third-party payment processor does not change the customer’s payment obligations under these Terms or the applicable confirmed reservation.

Nothing in this section requires Carolina Navigators to offer online payment for every reservation or prevents Carolina Navigators from accepting another approved method of payment.

27. Electronic acceptance and records

When a customer affirmatively accepts these Terms electronically, including by selecting an unchecked acceptance box during the online reservation process, that action is intended to constitute the customer’s agreement to the Terms presented at that time.

Carolina Navigators may maintain electronic records reasonably necessary to document the transaction, including:

• the applicable Terms version or effective date;
• date and time of acceptance;
• reservation or request reference;
• customer identity or contact information;
• the fact that acceptance was affirmatively provided; and
• other transaction information reasonably appropriate for recordkeeping.

Customers should have an opportunity to review these Terms before providing electronic acceptance and should be able to retain or access a copy.

An electronic acceptance is intended to have the same effect as acceptance provided through another legally recognized method.

28. System availability and technical errors

Carolina Navigators will make reasonable efforts to maintain its website, customer portal, reservation systems, email systems, and other electronic services.

However, uninterrupted or error-free availability is not guaranteed.

Temporary problems may result from:

• internet outages;
• telecommunications failures;
• software errors;
• third-party service interruptions;
• maintenance;
• cyber incidents;
• email-delivery failures;
• device problems; or
• circumstances outside Carolina Navigators’ reasonable control.

A technical error, failed website submission, failed email, or failed electronic message does not create a confirmed reservation where Carolina Navigators has not otherwise accepted the reservation.

If a customer believes a request, modification, cancellation, or payment has not been properly received or processed, the customer should contact Carolina Navigators.

29. Privacy and data handling

Carolina Navigators may collect, use, maintain, and disclose customer information reasonably necessary to:

• receive and evaluate transportation requests;
• confirm and manage reservations;
• communicate with customers and passengers;
• assign drivers and vehicles;
• provide transportation;
• process payments;
• maintain operational and business records;
• prevent fraud and maintain security;
• address customer-service matters; and
• comply with legal, insurance, accounting, or regulatory requirements.

Information may include contact information, reservation information, passenger information, trip information, communications, payment-related records, and other information reasonably necessary for those purposes.

Carolina Navigators may retain records for as long as reasonably necessary for legitimate business, accounting, legal, regulatory, insurance, security, or dispute-resolution purposes.

Customer information will be handled in accordance with applicable law and any Carolina Navigators Privacy Policy published on the website.

The Privacy Policy should be read together with these Terms.

30. Applicable law and regulatory requirements

Transportation provided by Carolina Navigators is subject to applicable federal, state, and local laws and regulations and to any operating authority applicable to the service being provided.

If any provision of these Terms conflicts with a mandatory:

• law;
• regulation;
• tariff;
• filed rate;
• regulatory order; or
• operating requirement,

the controlling legal or regulatory requirement will govern.

31. Governing law

To the extent permitted by applicable law, these Terms and transportation services provided by Carolina Navigators will be governed by the laws of the State of South Carolina, without regard to principles that would require application of another jurisdiction’s laws.

32. Severability

If any provision of these Terms is determined to be invalid, unlawful, or unenforceable, the remaining provisions will continue in effect to the fullest extent permitted by law.

Where legally appropriate, an invalid provision may be enforced to the maximum lawful extent rather than invalidating the Terms as a whole.

33. No waiver

A failure or delay by Carolina Navigators to enforce a provision of these Terms in a particular situation does not constitute a permanent waiver of that provision or prevent Carolina Navigators from enforcing it in a later situation.

A discretionary waiver of a fee or policy for one reservation does not create a requirement to provide the same waiver for another reservation.

34. Entire agreement and reservation-specific terms

These Terms, together with:

• the customer’s confirmed reservation;
• an applicable written quote;
• any reservation-specific terms disclosed and accepted before confirmation; and
• the Carolina Navigators Privacy Policy where applicable,

constitute the agreement governing the applicable transportation service.

Reservation-specific terms concerning price, itinerary, deposit, special-event requirements, or other customized service may supplement these Terms.

If reservation-specific terms directly conflict with these Terms, the more specific written term will govern to the extent permitted by applicable law, unless a mandatory legal or regulatory requirement controls.

35. Changes to these Terms

Carolina Navigators may revise these Terms from time to time.

Unless otherwise required by law, the Terms applicable to a reservation will be the version presented or made available to the customer in connection with that reservation.

Material changes will apply prospectively unless applicable law permits or requires otherwise.

36. Contact

Questions regarding a reservation or these Terms may be directed to:

Carolina Navigators LLC
PSC/ORS No. 11035
Greenville, South Carolina
carolinanavigators.com
info@carolinanavigators.com