Terms and Conditions

SmoothSail Shuttles LLC Effective Date: May 15, 2026

SmoothSail Shuttles – Booking, Cancellation & Refund Policy

Reservation Policy

All transportation services must be reserved in advance. Reservations are confirmed only after payment has been successfully processed and booking details have been verified.

Clients are responsible for providing:

•Accurate flight information
•Accurate cruise information
•Correct pickup and drop-off locations
•Passenger count
•Luggage count
•A valid contact number reachable on the day of service

SmoothSail Shuttles is not responsible for delays or service interruptions caused by incorrect or incomplete information provided during booking.

Payment Policy

Once a reservation has been created, SmoothSail Shuttles will send the client a secure virtual invoice for payment.

Reservations are not confirmed until the invoice has been successfully paid in full.
Clients will have 30 minutes to complete payment once the invoice has been sent. Unpaid invoices may automatically expire after the 30-minite window and the reservation may be released back into availability.
Clients are responsible for completing payment before the scheduled service date in order to secure their reservation, vehicle, and driver availability.

Additional charges may apply for:

•Additional stops
•Last-minute itinerary changes
•Excessive wait time
•Additional passengers or luggage
•Port fees
•Tolls
•Applicable taxes
•Vehicle damage or excessive cleaning

Failure to complete payment may result in cancellation of the reservation.

Cancellation Policy

Cancellations made 48 hours or more before the scheduled pickup time qualify for a full refund.
Cancellations made between 24–48 hours before the scheduled pickup time may qualify for a ride credit valid toward a future reservation.
Cancellations made within 24 hours of the scheduled pickup time are non-refundable.

Full Refund Eligibility

Full refunds may be granted in situations including:

•Cruise cancellation by the cruise line
•Flight cancellation by the airline with no reasonable alternative available
•Verified medical emergencies
•Major weather events or government travel restrictions preventing travel

Supporting documentation may be required before a refund is issued.

Ride Credit Policy

Ride credits may be issued, at the company’s discretion, for situations including:

•Flight delays
•Missed connections
•Travel interruptions outside the client’s control
•Reservation adjustments requested within the approved timeframe

Ride credits are non-transferable and may be applied toward a future reservation. Port fees, tolls, taxes, and any applicable surcharges are excluded from ride credits and will be charged separately on the new reservation.

Non-Refundable Situations

Refunds or ride credits will not be issued for:

•Missed flights caused by personal delay or late arrival
•Failure to arrive at the designated pickup location
•Failure to communicate with the driver or dispatch
•Incorrect booking information provided by the passenger
•Last-minute itinerary changes outside company control
•Delays caused by the passenger or passenger’s party

Wait Time Policy

At SmoothSail Shuttles, we carefully schedule all reservations to ensure timely service for every client throughout the day. During the booking process, pickup times are intentionally structured with a built-in grace window to help accommodate normal travel variables such as baggage claim, customs, traffic flow, and terminal congestion.
Because of this built-in scheduling buffer, arriving more than 15 minutes beyond the scheduled pickup timeframe is considered significantly late and may impact multiple reservations, drivers, and route schedules.

Airport Pickups

***SmoothSail Shuttles provides a 15-minute courtesy wait period after scheduled pick up time. ***

Once the driver is in route and arrives to pick up location, the passenger will be notified. Passengers are expected to be ready for pickup and remain reachable by phone to ensure a timely departure.

Failure to arrive within the 15-minute courtesy period without communication may result in:

•Additional wait time charges
•Driver reassignment
•Reservation cancellation
•No-show designation without refund

We understand that unexpected delays can happen while traveling. If passengers remain in communication with dispatch or their driver, SmoothSail will always make reasonable efforts to accommodate the situation whenever operationally possible.

Cruise Port Pickups

Passengers are expected to proceed directly to the designated pickup area after clearing customs and exiting the terminal.
Once the driver has arrived and pickup instructions have been sent, a 15-minute courtesy waiting period will begin at the scheduled pickup time.
Because cruise port operations are highly time-sensitive and coordinated around multiple scheduled pickups, delays beyond the courtesy period may affect other reservations and overall operations.

Failure to arrive or communicate within the allotted timeframe may result in:

•Additional wait time charges
•Driver reassignment
•Reservation cancellation
•No-show designation without refund

Clear communication is the best way for us to continue providing smooth and timely service for all passengers. When clients remain responsive and proactive with updates, our team will always do its best to assist and accommodate where possible.

Communication Policy

Clients must remain reachable by phone on the day of service. Driver contact information will be provided the day before your scheduled reservation. Clear instructions regarding where and how to meet your driver will also be provided to ensure a smooth, seamless pickup and transition.

SmoothSail Shuttles may communicate through:

•SMS text messaging
•Phone calls
•Email updates

Failure to communicate with dispatch or the assigned driver may result in service delays or a no-show designation.

Private Transportation Policy

All SmoothSail reservations are private reservations only. We do not combine unrelated parties into shared transportation unless otherwise communicated and approved in advance.

While every reservation is scheduled as a private experience, certain operational situations, emergencies, or approved adjustments may occasionally require changes. In such cases, clients will be notified accordingly.

Vehicle Capacity & Luggage Policy

Vehicle assignments are based on the passenger count and luggage information provided at the time of booking.

Each passenger is permitted:

• One standard-sized suitcase
• One personal item, carry-on bag, or backpack

For SUV reservations, the maximum luggage capacity is four (4) standard-sized suitcases, measuring up to 27 inches in height (including wheels) and 16.5 inches in width. Luggage capacity may be reduced depending on the number of passengers and any additional items being transported.

Additional luggage, oversized bags, specialty items, undeclared luggage, or last-minute changes to luggage requirements may result in additional charges and/or require a vehicle upgrade. Excess luggage may also affect vehicle availability and passenger capacity.

Large/Oversized Luggage: Any suitcase measuring approximately 31 inches in height (including wheels) and 20.5 inches in width is considered oversized and may require additional accommodations.

Car Seats & Booster Seats: Up to two (2) car seats and/or booster seats are provided complimentary upon request and are subject to availability.

Requests must be made during the booking process to ensure proper accommodation. Any additional car seats or booster seats beyond the first two (2) will be subject to an additional fee.

Additional Stops Policy

SmoothSail Shuttles understands that passengers may occasionally need to make brief stops during transportation service.

For the smoothest experience possible, clients are encouraged to request any additional stop services during the booking process in order to help us properly coordinate routes, timing, and scheduling while keeping everything running SMOOTH.

Complimentary quick stops of approximately 5–10 minutes at locations such as:

•Gas stations
•Convenience stores
•Liquor stores
•Quick snack or beverage stops

may be accommodated free of charge if scheduling and route timing allow.

Extended stops including, but not limited to:

•Walmart
•Target
•Grocery stores
•Shopping centers
•Malls
•Retail locations
•UPS
•Restaurants with extended wait times

will require additional scheduling time and may impact route operations.

These types of stops will require:

A minimum 30-minute addition to the reservation. An additional charge of $50 per each 30-minute increment.

All stop requests are subject to driver availability, scheduling limitations, and operational approval.

Service Delays & Operational Conditions

SmoothSail Shuttles is not responsible for delays caused by circumstances outside company control, including but not limited to:

•Traffic accidents
•Road closures
•Severe weather
•Airport restrictions
•Cruise port congestion
•Customs or TSA delays
•Law enforcement activity
•Space launch traffic
•Mechanical emergencies beyond reasonable control

While every effort will be made to maintain scheduled pickup times, timing adjustments may occasionally be necessary for operational and safety reasons.

Passenger Conduct Policy

For the safety of all passengers and drivers, SmoothSail Shuttles reserves the right to refuse or terminate service due to:

•Unsafe behavior
•Excessive intoxication
•Harassment or abuse toward staff or drivers
•Illegal substances
•Smoking or vaping inside vehicles
•Behavior that may damage the vehicle or compromise safety
•Additional cleaning or damage fees may apply when necessary.

Contact Us

Questions about your reservation or this policy? Reach us directly.

SmoothSail Shuttles LLC Port Canaveral Area, Florida

Website: smoothsailshuttles.com
Email: [email protected]
Phone: 689-252-0282