Terms and Conditions
Our Terms and Conditions serve as the cornerstone of our commitment to providing an exceptional chauffeured service. By establishing clear and concise guidelines, we ensure a seamless and consistent private car service experience for every customer. These terms outline the expectations and responsibilities of both parties, creating a transparent framework that fosters trust and reliability. This clarity empowers our clients with confidence, knowing that they can rely on us for a safe, punctual, and professional service every time. Additionally, it enables us to maintain the highest standards of quality, efficiency, and customer satisfaction.
Please don't hesitate to contact us if you have any questions.
1. RATE ESTIMATE
The rate presented to the customer prior to the trip is an initial estimate of the cost of service as reserved. Waiting time, extra stops, parking (except to parking at the airports), road tolls or additional services may change the final price and will be billed after service is accomplished, at the final bill.
2. GRATUITY
Our prices do not include gratuity. This is at the discretion of the customer. Please let us know in case you wish to include gratuity to your bill. Typically, our customers ask us to add a tip anywhere from 10% to 20% to the final bill. It can be done before or after the reservation.
3. CREDIT CARD AND PAYMENT POLICY
We offer a range of payment options:
3.1 We can send customer a credit card form, which they fill and sign. As soon as we receive it back, we pass the pre authorization (hold on the card) and confirm the reservation. The card will be charged after the service is concluded.
3.2 Customer can send us the credit card details over Whatsapp. The information is encrypted. All we need is the card number and expiration date, as well as a picture of the front and back of the card. Then we pass a pre authorization (hold on the card) and reservation gets confirmed. The card will then be charged after the service is concluded.
3.3 We also may send customer a secure payment link. Please note that in this case the service has to be paid in advance, as there is no option for doing pre authorizations using payment links.
3.4 When paying by credit card (see above items 3.1 and 3.2), customer must supply the credit card information in advance for pre-approval. This is only for pre-approval purposes and does not constitute payment for the trip. Upon reserving with a credit card, a preliminary hold equivalent to 100% of the quoted fare is placed on the card to secure the estimated total. This hold is released automatically when payment gets processed. Payment will be processed only after the service is completed.
3.5 If customer has more than 1 ride reserved, we will make only 1 charge on customer’s credit card at the end of all services, unless the time lapse between the first and last service is greater than 5 days. If so, the credit card will be charged after each single trip is completed.
3.6 For Hourly / As Directed reservations, (including armored vehicles), the hold on the credit card will be the equivalent anywhere between 120% and 150% (depending on the total quoted amount) of the quoted fare in order to secure possible additional hours, parking and road tolls expenses, which are not included in the hourly price. In case there are no extra costs at all, the credit card will be charged at the end of the service, considering the original 100% of the quoted price.
3.7 Reservation will only be considered confirmed after the rate estimate, contained in the credit card authorization form, is approved.
3.8 Depending on the type of service/vehicle, total number of services requested and/or the overall quoted amount, options 3.2 and 3.3 may not be feasible, with the only available option being a reservation through the credit card form (item 3.1).
4. CONFIRMATION OF A RESERVATION
4.1 As soon as the pre authorization with the quoted amount gets processed, OnWay will confirm the service and inform customer about the name and phone number of the chauffeur and car model and plates.
4.2 At this time, all information such as pick up date, time, flight number, pick up and destination addresses and passenger names should already have been sent to us by the customer.
5. PAYMENT PROCESSING
Once payment has been processed, after the service is completed, a detailed receipt will be sent to customer. The receipt contains all relevant details about the provided service such as date, itinerary, extra costs, type of vehicle etc. OnWay works with 100% of transparency, so customer always know what he’s paying for. There will never be any hidden fees.
6. RESERVATION CHANGES/MODIFICATIONS
6.1 Change fee may be applied, if any changes such as pick up dates, times, pick up and drop off addresses are made by customer after the reservation is confirmed.
6.2 To avoid a change fee, the reservation(s) must be changed or canceled in accordance with the cancellation policy stated in this document.
7. CANCELLATION
Vehicle: Executive Sedans
Services: Airport Transfers and Point-to-Point Transfers
7.1 Cancellation of a reservation must be made by email and/or telephone (or Whatsapp) minimum of 24 hours notice prior to the time of booking.
7.2 Cancellation of more than 24 hours prior to the time of booking will incur a 0 BRL cancellation charge.
7.3 Cancellation informed within 24 hours, prior to the time of booking will incur a 50% cancellation charge of the quoted price for provision of service.
7.4 Cancellation given with less than 12 hours notice, prior to the time of booking will incur a 100% cancellation of the quoted price for provision of service.
Services: Hourly/As Directed Service, City Tours and Intercity Transfers
7.5 Cancellation of a reservation must be made by email and/or telephone (or Whatsapp) minimum of 48 hours notice prior to the time of booking.
7.6 Cancellation of more than 48 hours prior to the time of booking will incur a 0 BRL cancellation charge.
7.7 Cancellation informed within 48 hours, prior to the time of booking will incur a 50% cancellation charge of the quoted price for provision of service.
7.8 Cancellation given with less than 24 hours notice, prior to the time of booking will incur a 100% cancellation of the quoted price for provision of service.
7.9 Our bookings cancellation policy reflects the availability of the vehicles and chauffeurs in our fleet. Upon acceptance of customers booking we reserve the availability of the vehicle for the client and subsequently refuse all other bookings for that vehicle and chauffeur at that time and on that date.
Vehicles: Private Vans and Armored Vehicles
Services: All Services
7.10 Cancellation of a reservation must be made by email and/or telephone (or Whatsapp) minimum of 48 hours notice prior to the time of booking.
7.11 Cancellation of more than 48 hours prior to the time of booking will incur a 0 BRL cancellation charge.
7.12 Cancellation informed within 48 hours, prior to the time of booking will incur a 50% cancellation charge of the quoted price for provision of service.
7.13 Cancellation given with less than 24 hours notice, prior to the time of booking will incur a 100% cancellation of the quoted price for provision of service.
7.14 Our bookings cancellation policy reflects the availability of the vehicles and chauffeurs in our fleet. Upon acceptance of customers booking we reserve the availability of the vehicle for the client and subsequently refuse all other bookings for that vehicle and chauffeur at that time and on that date.
8. NO SHOW
If customer cannot locate the chauffeur and decide to seek an alternative method of transport without first contacting OnWay, customer will be charged the tariff rate based on the service booked. Customer may contact office and/or driver via email and phone (also Whatsapp).
9. AIRPORT TRANSFERS (PICK UP AT AIRPORTS)
9.1 We do not charge waiting time attributed to delayed flights.
9.2 All flights are monitored in real time by our team, using specific paid applications for this purpose.
9.3 The chauffeur will wait for the customer at the arrivals hall of the airport, after customs, holding a name sign.
9.4 On airport transfers, after the flight has landed, chauffeur will wait for customer up to 1.5 hours. If customer shows up after this grace time, hourly charge may be applied in addition to the transfer rate. If customer doesn’t show up after 1.5 hours, without contacting driver/office, the driver will be released and the service will be considered as a No Show and will be charged at 100% of the airport transfer rate.
9.5 Any additional stop here may incur the transfer base rate plus hourly charge.
9.6 On airport pick-ups, if the same car is reserved for two or more customers and they arrive in different terminals and/or flights, extra fee and additional parking costs may be applied.
9.7 Regarding the pick-up sign, OnWay will use customer’s name printed on the sign (unless told otherwise by customer).
9.8 Parking at the airport (first hour) and meet and greet service are already included in the transfer price.
10. HOURLY / AS DIRECTED SERVICE
10.1 The hourly charges are calculated applying the applicable hourly rate commencing from the initial passenger’s pick up time and ends at the time of final drop off at final destination. There is a minimum of 5 hours when hourly / As Directed service is hired for non-armored executive sedans, and 10 hours minimum for armored sedans, armored SUVs and non-armored private vans. However the actual billable hours may exceed the minimum.
10.2 If customer requests any amount of hours above our minimums, customer’s requested amount will be considered as the new minimum amount for the reservation.
10.3 Hourly service includes 100km (62 mi) inbound of the city of São Paulo. If customer exceeds the 100km (62 mi) inside São Paulo, 4,00 BRL/km will be charged in addition to the hourly prices (for Sedans), 7,00 BRL/km for Private Vans and 10,00 BRL/km for armored sedans. Trips to/from other cities will have an additional fee.
10.4 If Hourly service begins at the airport, the hourly rate begins to count with the scheduled arriving time of the flight. In case the flight is expected to land before its scheduled time, the hourly rate will begin to count with the earlier time.
10.5 In case the hourly service begins/ends at the airport (to and from São Paulo city), there will be an additional of 180,00 BRL-Brazilian Reais (for sedans), 250,00 BRL (for private vans) and 300,00 BRL for armored sedans for each airport transfer in addition to the hourly service.
10.6 Valid only for GRU, CGH, GIG and SDU Airports to/from São Paulo and Rio de Janeiro cities.
10.7 If the reservation is for hourly service with City-to-City transfer: We charge a transfer fee to the destination city in additional to the hourly charging.
10.8 Hourly prices don’t include any parking and/or road tolls expenses. Additional hours, after the minimums, will be prorated in 30 minutes intervals.
11. POINT-TO-POINT TRANSFER - PICK UP AND DROP OFF Inbound São Paulo City and transfers TO airports
11.1 Customers are permitted 20 minutes of waiting time after the scheduled pickup time. Waiting time beyond these 20 minutes will incur the transfer base charge plus one hour waiting time charge. If customer doesn’t show up after 1 hour, without contacting the driver/office, driver will be released and the ride will be considered as a No Show and charged at 100% plus waiting time.
11.2 If there is more than one stop on “point-to-ponit” transfer, the service will be converted to hourly / As Directed service.
12. REAL TIME COMMUNICATION WITH CHAUFFEUR/OFFICE
12.1 If customer wishes to receive real time updates about the service (ex: flight status, pick up and drop off etc), or communicate directly with the chauffeur, we recommend customers to use Whatsapp messenger. Email can also be used, although, communication through email may have a delay in the response, while Whatsapp will be immediately responded by the driver and/or office.
12.2 Please note that SMS coming from international phone numbers will NOT be answered due to its high costs in Brazil.
13. ADDITIONAL EXPENSES
With exception of the airport parking, all other expenses that may happen during the service, such as road tolls, extra parking etc. will have an additional of 15%. This is to cover our tax and credit card fees costs.
14. EXCLUSIONS
14.1 Clients are responsible for any damage they cause to the interior and/or exterior of a vehicle on hire to them and will be billed accordingly for the repair. This includes the events of sickness, spillage and abnormal soiling.
14.2 OnWay assumes no liability for any lost or misplaced personal property or any other items.
14.3 In the event of property being left in a vehicle, we will organize the return of such items if customer covers the postage and packaging costs. Additionally, the equivalent of 1 hour waiting time service will be charged from customer to cover the time spent to post the items at the post office. If the driver has to drive back to customers hotel/location in order to return lost property, an additional full transfer fee will be applied.
14.4 Luggage: OnWay doesn't take any responsibility in case that the amount of luggage is higher than declared by the customer at the moment of the reservation and/or won’t fit in the trunk of the requested vehicle. Storage of luggage in the cabin is not allowed.
14.5 Under no circumstances will the vehicle carry more passengers than the vehicle is licensed for and insured to carry. This is for customers own safety.