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. Additional waiting time, extra stops, parking (except for 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. 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 25% to the final bill. It can be done before or after the reservation.
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​3. CREDIT CARD AND PAYMENT POLICY
We offer a range of payment options by credit card. In any case, we advise customers to inform their credit card operator / bank about their intention to use their card in Brazil. This helps prevent potential transaction denials, which can sometimes occur when using credit cards in foreign countries.
​3.1 We can send customer a credit card form, which they fill and sign.
3.2 Customer can also send us the credit card details over Whatsapp. The information is encrypted by Meta. All we need is the card number and expiration date, as well as a picture of the front and back of the card. Please note that depending on the total quoted amount, a picture if the cardholder's ID will also be necessary.
3.3 We also may send customer a secure payment link.
IMPORTANT: In the case of payment via link, there will be no refund if the reservation is canceled by the customer after the payment has been made, regardless of the cancellation policy.
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3.4 For Hourly Car Services, OnWay may place a pre-authorization (hold) on the customer's credit card. The amount of the hold may range from 20% to 50% of the quoted fare, depending on the customer's itinerary and schedule, to cover potential additional service hours, parking fees, and road tolls, which are not included in the hourly rate.
If no additional costs are incurred, the final charge will be limited to 100% of the original quoted fare, and any remaining pre-authorized amount will be released in accordance with the card issuer's processing time.
3.5 The reservation will only be considered confirmed once the credit card has been successfully charged and/or the pre-authorization has been approved.
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3.6 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 the reservation through a credit card form (item 3.1). Payment conditions also may vary in the case of certain services. In any case, we will inform the customer about any detail at the time we send the quote.
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3.7 PAYMENT WITH CRYPTOCURRECIES
We accept bitcoin, as well as USDT and USDC stablecoins. Upon choosing one of these payment methods, we will provide a receiving address. Please note that payment must be made in advance at the time of booking. Reservation will be confirmed after 2 block confirmations for bitcoin (~20 minutes). Before making the transaction, ensure you double-check the provided address carefully. A 3% discount is applied to the quoted price when paying with bitcoin or stablecoins. Customer is responsible for any transaction fees.
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4. CONFIRMATION OF A RESERVATION
4.1 Once the reservation is confirmed, we will provide the customer with the chauffeur’s name, ID, phone number, and the vehicle’s license plate details.
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4.2 Please note that for Vans and Minivans, we reserve us the right to send the chauffeur's details up to 24 hours prior to the services, due to logistic reasons.
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4.3 At this time, all information such as pick up date, time, flight number, pick up and destination addresses as well as passenger names and luggage information should already have been sent to us by the customer.
5. PAYMENT PROCESSING
Once payment has been processed, a detailed receipt will be sent to the customer within 24 hours. The receipt will include all relevant details regarding the service provided, such as the date and time of service, itinerary, vehicle type, and any additional charges incurred.
OnWay is committed to complete pricing transparency, ensuring that customers always know exactly what they are paying for. There are no hidden fees or undisclosed charges.
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.
7. CANCELLATION
Vehicle: Executive Sedans
Services: Airport Transfers and Point-to-Point Transfers
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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.
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7.2 Cancellation of more than 24 hours prior to the time of booking will incur a 0 BRL cancellation charge.
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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.
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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.
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Vehicle: Executive Sedans
Services: Hourly Car Service, City Tours and Long Distance Travel
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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.
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7.6 Cancellation of more than 48 hours prior to the time of booking will incur a 0 BRL cancellation charge.
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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.
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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.
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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, Minivans 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.
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7.11 Cancellation of more than 48 hours prior to the time of booking will incur a 0 BRL cancellation charge.
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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.
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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.
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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.
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7.15 Please note that the cancellation policy may vary depending on specific conditions. We will inform customers of any particular cancellation terms in advance, at the time of the quote.​
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7.16 IMPORTANT: Items 7.1 - 7.13 do not apply to payments made via payment link. In the case of payment via link, there will be no refund if the reservation is canceled by the customer after the payment has been made.
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.
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9.2 In the event of a significant flight delay, OnWay will make every reasonable effort to accommodate the customer's revised arrival time. However, service availability cannot be guaranteed if the flight arrives substantially later than originally scheduled. OnWay reserves the right to assign a different chauffeur and/or an equivalent vehicle in order to accommodate the revised arrival time.
If, due to an extended flight delay, OnWay is unable to provide the service at the revised arrival time, the reservation may be cancelled without penalty and any amount paid for the affected service will be refunded.
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9.3 Cancelled flights must adhere to our cancellation policy (Item 7 - 7.15).
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9.4 All flights are monitored in real time by our team, using specific paid applications for this purpose. A member of our meet-and-greet team (or occasionally the chauffeur), will await the customer in the airport arrivals hall after customs, holding a name sign. The meet-and-greet service is included in the price (except for hourly bookings). While your private driver speaks English, the standard included meet-and-greet provided by the greeting team is non-English speaking. For an English-speaking meet-and-greet service, an additional fee of 350.00 BRL applies.
​9.5 For airport transfers, once the flight has landed, the chauffeur and Meet & Greet team will wait for the customer for up to 1.5 hours (90 minutes) free of charge.
a) If the customer meets the chauffeur or Meet & Greet team after the 90 minute complimentary waiting period but within 2 hours of the flight's arrival, an additional waiting time fee of 100,00 BRL will apply.
b) If the customer meets the chauffeur or Meet & Greet team more than 2 hours after the flight's arrival, an additional waiting time/Meet & Greet fee of at least 200,00 BRL will apply.
c) If the customer has not made contact within 2 hours of the flight's arrival, has not contacted the chauffeur or OnWay's office, and cannot be reached by OnWay via email or WhatsApp, the driver will be released and the reservation will be considered a No-Show. In such cases, 100% of the airport transfer rate will be charged, in addition to a 200,00 BRL applicable waiting time fee and any parking charges incurred.​
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9.6 Any additional stop will incur the base transfer rate plus an additional charge for the extra stop of at least 50,00 BRL.
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9.7 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, meet & greet and additional parking costs applies.
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9.8 Regarding the pick-up sign, OnWay will use customer’s name printed on the sign (unless instructed otherwise by customer).
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9.9 Parking at the airport and meet and greet services are already included in the airport transfer price. However, after the first hour, additional airport parking fees apply, regardless of the complimentary 90 minutes waiting time.
10. HOURLY CAR SERVICE (Car and driver by-the-hour)
10.1 The hourly charges are calculated applying the applicable hourly rate beginning from the initial passenger’s scheduled pick up time and ends at the time of passenger's final drop off at the 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 and minivans.
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10.2 If a customer requests more hours than the minimum amount of hours mentioned at item 10.1, the requested amount will become the new minimum for the reservation, even if the customer ends up using fewer hours.
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10.3 Hourly service includes 100km (62 mi) within the city of São Paulo. If customer exceeds the 100km (62 mi) inside São Paulo, 8,00 BRL/km will be charged in addition to the hourly prices for Sedans, 15,00 BRL/km for Private Vans and 20,00 BRL/km for armored vehicles.
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10.4 If hourly service begins with an airport pickup, the hourly service period will start at the flight's originally scheduled arrival time (even if the flight is delayed). If the flight arrives earlier than originally scheduled, the hourly service period will start at the actual earlier arrival time.
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10.5 In case the hourly service begins/ends at the airport (GRU Airport), there will be an additional of 450,00 BRL (for sedans), 750,00 BRL (for private vans and minivans) and 850,00 BRL for armored vehicles for each airport transfer in addition to the hourly rates. Parking at the airport and meet and greet service are not included when on hourly service. ​
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10.6 Hourly prices do not include any parking and/or road tolls expenses. Additional hours, after the minimums, will be prorated in 1 hour intervals.
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10.7 The items 10 - 10.7 are valid for hourly services in the city of São Paulo and GRU Airport. Other cities/airports or hourly services in São Paulo with transfers to/from other municipalities will have a different billing, but this will be informed in details at the time we send the quote to the customer.
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 free waiting time after the scheduled pickup time. Waiting time beyond these 20 minutes will have additional waiting time charge of at least 50,00 BRL. If customer doesn’t show up after 1 hour, without contacting the driver/office and if OnWay can't reach customer via email or Whatsapp, driver will be released and the ride will be considered as a No Show and charged at 100% plus an 80,00 BRL waiting time fee.
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11.2 If there is more than one stop on “point-to-point” transfer, additional stop fee of at least 100,00 BRL applies. If there are two or more stops, 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, or once driver has picked up or dropped off the passenger, 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 responses, while Whatsapp will always be immediately responded by the driver and/or office.
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12.2 Please note that SMS incoming from international phone numbers will NOT be answered due to its high costs in Brazil.
13. ADDITIONAL EXPENSES
With exception of the already mentioned expenses included in the price, all other additional expenses that may happen during the service, such as road tolls, extra parking costs etc. will have an additional of 15%. This is to cover our tax and credit card fee costs.
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13.1 Services between 12:00 AM and 6:00 AM, as well as services that occur on holidays, holidays eve and special events, will have a surcharge of at least 15%.
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13.2 Unpaved streets/roads (dirt roads) will have an additional charge of at least 100,00 BRL.
14. EXCLUSIONS
14.1 Clients are responsible for any damage they cause to the interior and/or exterior of the hired vehicle and will be billed accordingly for repairs. This includes (but not limited to) incidents of sickness, spillage, and excessive soiling.
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14.2 Although the driver will check the vehicle for forgotten items at the time of the customer's drop off, OnWay assumes no liability for any lost or misplaced personal property or any other items.
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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 5 hours hourly 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.
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14.4 Luggage: OnWay is not responsible if the amount of luggage exceeds what was declared by the customer at the time of reservation and/or if it does not fit in the trunk of the requested vehicle. Please note that storing luggage in the cabin will incur heavy additional fees, as it may cause damage to the vehicle's interior. If the interior of the vehicle gets damaged due to luggage accommodated in the cabin, customer will be responsible for paying for the repairs.
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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.
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14.6 Smoking and use of illegal drugs inside our vehicles are strictly prohibited and will not be tolerated.​​