Terms, billing, ADA and zero tolerance.

Billing

Published airport fares apply to direct sedan and SUV routes between a covered local ZIP and DFW International or Dallas Love Field, in either direction. The Luxury SUV — Escalade / Lincoln upgrade adds $30 per trip above the Executive / Black SUV fare. Tolls, parking, airport and regulatory fees are itemized separately at cost. Pickups from 10 PM until before 6 AM Central Time add $20. Cash gratuity is at your discretion. Dispatch confirms the quote before accepting the reservation; actual tolls, added stops and waiting time can change the final amount.

Waiting time beyond a 15-minute grace period at non-airport pickups is $15 per 15 minutes. On-route stops are $20 each; stops longer than 10 minutes accrue waiting time. Off-route stops and trips without a quoted price bill at the vehicle’s hourly rate in 30-minute increments, plus a fixed positioning charge. Chauffeurs may not solicit gratuities. Visa, MasterCard, Discover and American Express accepted; cards are charged after service unless otherwise stated for events.

Airport arrivals include 30 minutes of waiting after bags reach the carousel (domestic) or 60 minutes (international); $15 per 15 minutes thereafter. If we have not heard from you within that window, the trip is treated as a no-show and charged in full.

Cancellations & refunds

Cancel or change sedans and SUVs up to 12 hours before pickup; Executive Sprinters and vans 72 hours; minibuses and limo Sprinters 48 hours; motor coaches 7 days; international trips 24 hours. Cancellations inside 2 hours of pickup are charged in full; earlier cancellations after booking carry a 20% administrative charge. Deposits for individual bookings are non-refundable; group and contracted deposits follow the agreement. No refunds after service is rendered. Failure to cancel results in a non-refundable no-show fee. Windows may vary for special events.

Service terms

A submitted request is not a confirmed reservation. Dispatch reviews requests daily from 6 AM to 10 PM Central Time and confirms the vehicle, availability, itinerary and quote before acceptance. Arrange overnight rides in advance during dispatch hours. By reserving you authorize charges related to the confirmed reservation, including no-shows. For non-airport pickups, a no-show applies one hour after the scheduled pickup if you have not met your chauffeur or contacted dispatch; airport arrivals follow the waiting window above. Do not leave without calling. A reservation may be ended without refund if passengers endanger anyone or possess illegal substances.

We are not responsible for items left in vehicles. Returning a lost item costs the airport-transfer fare to your location plus a 20% chauffeur gratuity and applicable fuel fees and tolls. This return-delivery charge applies only when we bring back lost property. We are not responsible for delays from weather, traffic, road closures, flight delays or other events beyond our control. The paying party is responsible for damage and cleaning: sickness or alcohol spillage $250, broken glassware $50, burns $500, upholstery tears $500–1,000, door strikes $1,500–2,000 plus time out of service. Child safety seats are not provided. Parents must supply and install their own. Alcoholic beverages, glass containers, smoking, firearms, explosives and fireworks are prohibited.

Zero tolerance

Pronto Limo Service has a zero-tolerance policy for intoxication among chauffeurs. Alcoholic beverages, glass containers and smoking are prohibited in our vehicles. A responsible adult must arrange transportation for minors and remain reachable during the trip. A violation ends the trip and is charged in full. Report any concern about a chauffeur to dispatch immediately; call 911 for an emergency.

Accessibility & concerns

Describe any mobility, wheelchair, boarding or other accommodation needs when requesting a ride. Dispatch must confirm the required vehicle and arrangements before the reservation is accepted. Do not assume a standard sedan, SUV or group vehicle is wheelchair accessible. Child safety seats are not provided. Parents must supply and install their own.

For a service concern, contact 469-400-2633 or [email protected] with the trip date and reservation details. For transportation-for-hire complaints within Dallas or at Love Field, contact the City of Dallas Transportation Regulation Division, 214-670-3161, or [email protected]. Dallas also directs violation reports to 3-1-1. For a matter involving a Texas-regulated motor carrier, see the TxDMV complaint guidance to check the appropriate channel. These agencies cover different jurisdictions and services.