Cancellation & Refund Policy

Effective date: April 21, 2026

We understand that plans change. This policy explains when cancellations result in a full refund, when fees apply, and how no-shows are handled. This policy is incorporated into and forms part of our Terms of Service.

1. Authorization Holds

When a reservation is submitted, your card is authorized but not charged until Bear Crest confirms the booking. If we are unable to confirm the ride, the authorization is released and no amount is captured.

2. Cancellation Window

You may cancel for a full refund up to 3 days (72 hours) before your scheduled pickup time. After that window, the booking is non-refundable unless an exception is approved by Bear Crest in writing.

3. No-Shows

If the rider fails to appear at the designated pickup location within the courtesy wait window (15 minutes for point-to-point and hourly service; 60 minutes after flight arrival for airport pickups), the reservation is treated as a no-show and the full fare, including gratuity and any applicable wait-time charges, may be captured.

4. Late Cancellations

Cancellations made inside the 72-hour window are non-refundable. At our discretion, we may offer a credit toward a future ride for cancellations due to documented emergencies, but no credit is guaranteed.

5. Modifications

You may request modifications (pickup time, location, or vehicle) by contacting us as early as possible. Modifications are subject to availability. If a modification cannot be accommodated and you choose to cancel, the standard cancellation policy above applies.

6. Cancellations by Bear Crest

If Bear Crest cancels a confirmed reservation for operational, mechanical, weather, safety, or regulatory reasons, you will receive a full refund of any authorization or charge for the affected ride. We are not liable for consequential losses such as missed flights, lodging, or events. See Sections 13 and 14 of our Terms of Service for the applicable disclaimer and limitation of liability.

7. Airport Delays & Flight Tracking

For airport pickups where a flight number is provided, we monitor the flight and adjust the pickup time accordingly within reasonable limits. Extended diversions, tarmac holds, or re-routes beyond the courtesy window may incur additional wait-time charges.

8. Refund Timing

Approved refunds are issued to the original payment method. Processing time is typically 5–10 business days and depends on your card issuer.

9. Disputes

Before initiating a chargeback, please contact us so we can attempt to resolve the issue directly. Chargebacks filed without first contacting us may be contested with the card issuer based on this policy, which you accept at the time of booking.

10. Contact

Cancellation requests and questions about this policy may be directed to Bear Crest Livery using the contact information posted on our website.

By booking a ride, you acknowledge and agree to this Cancellation Policy, our Terms of Service, and our Privacy Policy.