Cancellation & Refund Policy

CANCELLATION & REFUND POLICY  

Service Provider: AIGEN Global L.L.C.
Umbrella Brand: MaxxClass
Service Brand: Maxx Limousine
Effective Date: April 12, 2026
Last Updated: April 12, 2026

Company Address:
1209 Mountain Road Pl NE Ste N
Albuquerque, NM 87110
United States

Contact: [email protected] | +90 537 747 0 575
Website: https://www.maxxlimousine.com

1. Purpose and Scope

This Cancellation & Refund Policy applies to service reservations provided by AIGEN Global L.L.C. under the MaxxClass umbrella brand and through the Maxx Limousine service brand.
It may cover airport and city transfers, chauffeur services, limousine services, luxury car rental, private tours, event transportation, and, where available, boat / yacht experience arrangements.

This policy applies to reservations made through the website, email, WhatsApp, phone, payment link, or other written communication channels.

2. Key Principles

Most services offered are time-specific and date-specific reservations.
For this reason, the cancellation window is calculated based on the scheduled service start time and the local time at the service location.
All cancellation and change requests should, whenever possible, be submitted in writing.

3. How to Request a Cancellation or Change

Cancellation or change requests must be sent by email to [email protected] or through another written communication channel.
Where possible, the request should include:

  • booking code or reference number,
  • service date and time,
  • pickup / starting point,
  • requested change or cancellation details,
  • name and contact details of the booking holder.

If a requested change is not operationally feasible, the request may be treated as a cancellation under this policy.

4. Refund Method and Processing Timeline

Approved refunds are processed, wherever reasonably possible, through the same payment method or payment channel used for the original transaction.
Card payments are refunded to the same card, bank transfers to the relevant account, and payment link transactions through the relevant payment channel.

Approved refunds are initiated within a reasonable period. In practice, this may take up to 10 business days. However, the actual time for funds to appear may vary depending on banks, card networks, or payment service providers.
Where permitted by applicable law, third-party bank, network, or transaction costs may be deducted.

5. Cancellation and Refund Rules by Service Type

5.1 Airport Transfers and Point-to-Point Transfers

Cancellation made more than 72 hours before service: up to 100% refund
Cancellation made 24 to 72 hours before service: up to 50% refund
Cancellation made less than 24 hours before service: non-refundable

5.2 Chauffeur Services

For hourly, half-day, or full-day chauffeur services:
Cancellation made more than 72 hours before service: up to 100% refund
Cancellation made 24 to 72 hours before service: up to 50% refund
Cancellation made less than 24 hours before service: non-refundable

5.3 Self-Drive Car Rental Reservations

Cancellation made more than 72 hours before service: up to 100% refund
Cancellation made 24 to 72 hours before service: up to 50% refund
Cancellation made less than 24 hours before service: non-refundable

Failure to meet mandatory pickup requirements, including valid driving licence, age criteria, experience requirements, identity verification, deposit, or other compulsory conditions, may be treated as a late cancellation or no-show.

5.4 Private Tours

Cancellation made more than 72 hours before service: up to 100% refund
Cancellation made 24 to 72 hours before service: up to 50% refund
Cancellation made less than 24 hours before service: non-refundable

5.5 Boat / Yacht Experience Arrangements

Boat or yacht services may be subject to more specific conditions due to planning, operational preparation, and third-party costs.
Cancellation made more than 72 hours before service: up to 100% refund
Cancellation made 24 to 72 hours before service: up to 50% refund
Cancellation made less than 24 hours before service: non-refundable

For these services, committed third-party costs, marina charges, vessel preparation costs, or similar unavoidable expenses may be deducted.

6. No-Show and Unreachable Customer

A booking may be treated as a no-show and may become non-refundable if:

  • the customer is not present at the agreed meeting point,
  • the customer cannot be reached within a reasonable waiting period,
  • incorrect or incomplete pickup details prevent service delivery,
  • the customer does not proceed with the service in practice.

Waiting time and meeting point rules may also be shared separately in the booking confirmation or service details.

7. Force Majeure and Operational Disruptions

Services may be postponed, modified, or cancelled due to severe weather, official restrictions, road closures, security risks, strikes, natural disasters, public authority decisions, or other events beyond reasonable control.
In such cases, rescheduling, partial refund, or, where appropriate, full refund may be considered based on the undelivered portion of the service.

8. Payment Disputes and Chargebacks

For card payments, the customer may initiate a payment dispute or chargeback through their card issuer.
In such cases, AIGEN Global L.L.C. / MaxxClass / Maxx Limousine may provide booking records, written communications, confirmation details, service evidence, and applicable policy terms to the relevant payment provider or card issuer.
Any dispute will be assessed in accordance with the rules of the relevant bank and card network.

9. Contact

For any questions regarding this policy, please contact us at:

AIGEN Global L.L.C.
1209 Mountain Road Pl NE Ste N
Albuquerque, NM 87110
United States

[email protected]
+90 537 747 0 575
https://www.maxxlimousine.com