MetroWest Car Service
Terms & Conditions
The rules that govern your reservations, rates, and rides with MetroWest Car Service. Booking a ride or using this website means you accept everything laid out below.
Last updated Jan 29, 2025Acceptance & definitions
Welcome aboard
These terms and conditions set out the rules and regulations of MetroWest Car Service. By using this website or making a reservation, you accept these terms in full. If you do not accept them, please do not continue to use our services.
Throughout this document, “Client,” “You,” and “Your” mean the person accessing this website and accepting these terms. “The Company,” “We,” “Our,” and “Us” mean MetroWest Car Service. “Party” or “Parties” mean both the Client and the Company together, or either one on its own.
These terms cover the offer, acceptance, and payment involved in providing our services, carried out in the way best suited to meeting your needs and in line with the prevailing law of the United States. Singular, plural, capitalized, and he/she/they forms are interchangeable and refer to the same thing.
License & intellectual property
Unless stated otherwise, MetroWest Car Service and its licensors own the intellectual property rights for all material on this site. All rights are reserved. You may view and print pages from metrowestcarservice.com for your own personal use, subject to the restrictions in these terms.
Rate policy & fees
Garage to garage
Tolls, airport fees, and parking fees may apply to all rates. Hourly service is billed garage to garage from our location in Marlborough, MA — that is, from the moment your chauffeur leaves our garage for your pickup, through to the moment they return to the garage after your final drop-off. Each additional hour is billed at our hourly rate.
Trips are billed to your credit card. We accept VISA MASTERCARD AMEX DISCOVER. Direct billing is available for frequent travelers and corporate accounts.
Grace period
We include 15 MIN before the pickup time and 15 MIN after the pickup time, both free of charge.
Wait time & meter rates
When the clock starts
Waiting time begins once the applicable grace period has passed:
Once wait time applies, it is metered per minute:
Sedans
$1.50
per minute
SUVs
$2.00
per minute
Additional stop fee
A flat $25 fee applies to a single stop added to a transfer, provided that:
- The stop is within close proximity of your pickup or drop-off — no more than 15 minutes away.
- The stop lasts no longer than 5 minutes.
- Only one stop qualifies. More than one stop is billed at the hourly rate.
Late cancel & no-show
Billing minimums by vehicle
Cancel inside the window below, or fail to show, and the trip is billed at the vehicle’s hourly minimum. A no-show is billed the same as a late cancel for that vehicle.
| Vehicle | Late-cancel window | Billed minimum |
|---|---|---|
| Sedans & SUVs | Within 2 hours | 2 hours |
| Mercedes-Benz Sprinters | Within 24 hours | 3 hours |
| Mini-Coaches | Within 48 hours | 4 hours |
| Motor Coaches | Within 72 hours | 6 hours |
Point-to-point & airport — no-show
If you don’t show at the pre-arranged pickup location, you’ll be charged a fee equal to the base fare, wait time, and recommended chauffeur gratuity (the amount is at your discretion). To avoid a no-show fee, call our office at 1-877-693-7887 — the dispatcher will send your chauffeur straight to you.
Service issue & complaint policy
Effective February 1, 2025 — 48-hour window
If something goes wrong during your trip, let us know within 48 hours of the scheduled trip date so we can address it. Service issues or complaints raised more than 48 hours after the trip date will not be considered.
General terms & liability
- We are not liable for circumstances beyond our control, including weather, road conditions, and breakdowns.
- We take no responsibility for lost or damaged baggage, personal belongings, or any items left in the vehicle.
- If we cannot provide one of our own employee drivers, we may contract a qualified affiliated company to cover your ride.
- You assume full financial liability for any damage to the vehicle caused during the rental by you or anyone in your party.
- Alcohol consumption and drug use are prohibited by law. Smoking is not permitted.
- The driver may end the trip without a refund in cases of blatant misconduct by the client(s).
Airport transfers
We offer a flat rate for most domestic airport pickups and drop-offs to and from the immediate Massachusetts area, serving major airports and metropolitan areas. The flat airport rate assumes a pickup and drop-off with no associated delay or waiting time beyond 15 MIN.
Special events & peak demand
Special events and peak periods — locally and in other markets — may call for premium pricing. Vehicles tend to be in shorter supply during high demand, and supplemental vehicles are often needed to meet it.
Communication
We take new reservations, changes, and cancellations with adequate notice. We operate 24/7/365, but for any request sent after normal business hours or on a major holiday, please confirm it verbally. If you need attention in less than 8 HRS, call our office at 1-877-693-7887.
Arrival time
Our chauffeurs prepare in advance to avoid delays. That said, road, traffic, and weather are often beyond the reasonable control of the company and the chauffeur. No refunds are given for late arrivals caused by these circumstances or other events outside our reasonable control.
Baggage & property transported
We cannot take responsibility for handling or safekeeping any baggage or property, or for anything left in our vehicles. We will do everything possible to secure and return items left behind, but please check carefully for all of your belongings before leaving the vehicle.
Passenger conduct
We reserve the right to refuse transport to anyone who is under the influence of or in possession of illegal drugs, severely intoxicated, carrying firearms or dangerous substances, or who is likely to become offensive to others or make the chauffeur feel unsafe. Minors may not consume or possess alcohol or illegal substances in a company vehicle under any circumstances.
Clients must not interfere with the chauffeur’s duties or tamper with any device or fixture in the vehicle. In these cases, service ends immediately and no refund is given.
Excess cleaning & damage
If we have to spend extra time and materials cleaning the vehicle because of a client or passenger — for example, spilled food or drink, or vomiting — we may charge additional fees to cover the cost. Any damage to the vehicle caused by a client or passenger is charged in full.
Standard clean-up fee
Our typical clean-up charge is $350.00.
2025 gratuity policy
Effective February 1, 2025
A 20% gratuity fee is added to all Sedan and SUV trips.
2025 meet & greet fees
As of February 1, 2025, new meet-and-greet fees apply. See the MWCS Rates page for the full details.
MetroWest Car Service
910 Boston Post Rd East, Unit 220
Marlborough, MA 01752 · Suite 220
metrowestcarservice.com
