Payment, Cancellation & Refund Policy
All transportation services must be paid in advance, and all client bookings are binding once payment has been submitted. Payment is charged in full at the time of booking. FCW may accept payment through a secure online payment link, website checkout, or by phone authorization. By submitting payment through any of these methods, the client confirms they are authorized to use the payment method provided and agrees to all applicable charges related to the requested transportation services.
The person booking transportation represents that they are either the passenger or an authorized representative. FCW relies on this representation in accepting the booking and payment.
Submission of payment constitutes acknowledgment and acceptance of these Terms of Service, including this Cancellation & Refund Policy. Payment confirms approval of the quoted transportation service based on the information provided at the time of booking.
Cancellation & Refund Schedule:
More than 24 hours before the scheduled pickup time: Cancellations are eligible for a refund of 80 percent of the total trip cost. The remaining 20 percent is retained to cover payment processing, administrative, and scheduling costs.
24 hours or less before the scheduled pickup time: Cancellations are nonrefundable.
No-shows: Nonrefundable (see No-Show Policy below).
Services rendered or initiated: Nonrefundable once the vehicle has been dispatched or transportation has begun.
Same-day bookings: Because same-day bookings are made within the 24-hour window, they are nonrefundable once payment is submitted.
Cancellations by FCW: FCW has the right to cancel any trip at its discretion. If FCW cancels a trip for any reason other than those described in the Delays, Traffic & Force Majeure section or the client's failure to meet these Terms of Service (for example, a vehicle breakdown or driver unavailability), the client will receive a full refund.
Rescheduling: Reschedule requests are not guaranteed and are accommodated at FCW's sole discretion, subject to vehicle and driver availability. Reschedule requests made more than 24 hours before the scheduled pickup time will be accommodated whenever operationally possible at no charge. Reschedule requests made 24 hours or less before the scheduled pickup time are treated as a cancellation under this policy unless FCW, at its discretion, elects to accommodate the change. A rescheduled trip may be repriced if trip details change, and the cancellation windows in this policy will apply based on the new pickup time. Accommodating a reschedule in one instance does not waive FCW's right to enforce this policy in any other instance.
How to cancel: All cancellations must be communicated directly to FCW by phone at (689) 367-8389 or by email to info@fcwtransportsolutions.com. A cancellation is effective at the time it is received by FCW: for a phone call or voicemail, the time of the call; for an email, the time it arrives in our inbox. FCW will send confirmation of the cancellation. Refunds, when applicable, are initiated to the original payment method within 7–10 business days; your bank or card issuer may take additional time to post the refund.
No-Show Policy
A trip will be classified as a no-show, with no refund issued, when any of the following occurs:
The passenger is not present, ready, or available at the confirmed pickup location within 15 minutes of the driver's arrival at the scheduled pickup time;
The passenger or responsible party declines transport at the time of pickup;
The driver cannot safely access the passenger due to unsecured pets, blocked or unsafe pathways, or refusal of entry;
An incorrect or incomplete pickup address was provided and the passenger cannot be located (see Address Accuracy & Trip Information below); or
The passenger's condition, mobility device, or equipment needs differ materially from what was disclosed at booking, making safe transport impossible with the reserved vehicle and equipment (see Level of Service & Safety Determination below).
In each case, the vehicle, driver, and time slot were reserved and dispatched for the trip, and the full trip cost remains due.