Booking Terms

1. Booking Confirmation

• A booking is confirmed only after you receive a confirmation email and your payment has been successfully processed.
• Confirmation emails are sent to the email address on file within minutes of booking. Check your spam folder if not received.
• It is your responsibility to verify all booking details (date, time, pickup location, vehicle type, passenger count) in the confirmation email and report any discrepancies within 2 hours of booking.
• HeXA reserves the right to cancel a booking if payment cannot be processed or if the requested vehicle is no longer available, with a full refund issued.

2. Cancellation Policy

• Cancellations must be submitted through the HeXA RIDES app or website under "My Bookings."
• Verbal cancellations to drivers are not accepted and will not be honored.
• Refunds are processed within 5–10 business days to your original payment method.
• Special events (New Year's Eve, Super Bowl, major Las Vegas events) may have stricter non-refundable policies, which will be disclosed at booking.

3. No-Show Policy

• Your driver will wait at the designated pickup location for up to 15 minutes past the scheduled pickup time.
• For airport pickups, the wait time is extended to 30 minutes after the flight's actual arrival time (flight tracking is included).
• If you are running late, contact your driver immediately through the in-app chat or call feature.
• After the wait period expires, the driver may depart and the booking will be marked as a no-show. The full fare will be charged.
• If you miss your driver due to a flight delay or emergency, contact support within 2 hours for a case-by-case review.

4. Vehicle & Passenger Rules

• Passenger Limits: The number of passengers must not exceed the vehicle's stated capacity. Drivers may refuse service if this limit is exceeded.
• Luggage: Standard luggage allowance is included. Oversized or excessive luggage may require a larger vehicle or incur additional fees.
• Smoking: Smoking, vaping, and use of tobacco products are strictly prohibited in all HeXA RIDES vehicles. A $250 cleaning fee will be charged for violations.
• Alcohol: Open containers of alcohol are permitted only in vehicles with a valid entertainment license (party buses, stretch limos). Passengers must be 21+ to consume alcohol.
• Pets: Pets are permitted only in vehicles that have been pre-approved for pet transport. Please note this requirement at booking. A $50 pet fee applies.
• Food & Beverages: Light snacks and non-alcoholic beverages are generally permitted. Drivers may restrict food in premium vehicles.

5. Damage & Cleaning Fees

Damage fees are assessed by the driver and reviewed by HeXA support. Photo evidence is required. You will be notified before any damage charge is applied to your payment method.

6. Hourly Bookings

• Hourly bookings have a minimum hire period (typically 3 hours for sedans/SUVs, 4 hours for limos and party buses).
• The clock starts at the scheduled pickup time, regardless of when you board.
• Overtime is billed in 30-minute increments at the hourly rate. Your driver will notify you when you are approaching your booked time.
• Unused time is non-refundable.

7. Airport Transfers

• HeXA RIDES monitors your flight in real time. If your flight is delayed, your driver will be automatically rescheduled at no extra charge.
• For arrivals, your driver will meet you at the designated meet-and-greet area or curbside, as specified in your booking.
• A complimentary 30-minute wait is included for all airport arrivals after the flight lands.
• Additional wait time beyond 30 minutes is billed at $1/minute.
• Parking and toll fees at the airport are included in the quoted fare.

8. Modifications to Bookings

• Booking modifications (date, time, pickup location) can be made up to 4 hours before the scheduled pickup, subject to availability.
• Modifications that result in a price increase will require additional payment.
• Modifications that result in a price decrease will be refunded as HeXA credit (not to the original payment method).
• Vehicle upgrades are subject to availability and price difference.
• To modify a booking, go to "My Bookings" in the app or contact support.

9. Surge Pricing

During periods of high demand (major events, holidays, peak hours), surge pricing may apply. The surge multiplier will be clearly displayed on the booking screen before you confirm. By completing the booking, you accept the surged fare. Surge pricing is non-negotiable after booking confirmation.

10. Safety & Conduct

• All passengers must wear seatbelts at all times while the vehicle is in motion.
• Drivers have the right to refuse service or terminate a ride if passengers behave in a threatening, abusive, or unsafe manner. No refund will be issued in such cases.
• HeXA RIDES has a zero-tolerance policy for discrimination, harassment, or assault. Violations will result in permanent account suspension and may be reported to law enforcement.
• In the event of an emergency during your ride, call 911 first, then contact HeXA support.

11. Disputes & Complaints

If you have a complaint about a ride, please submit it through the Disputes & Refunds section within 48 hours of the ride completion. Include your booking ID, a description of the issue, and any supporting photos or evidence. HeXA support will review and respond within 3 business days.

12. Contact