BLACKWAZE Help Center
Your questions, answered. Find help with bookings, services, and more.
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Booking Your Ride
How do I book a ride with BLACKWAZE?
You can book your luxury chauffeur service with BLACKWAZE through multiple convenient channels:
- Online: Visit our website blackwaze.com/book-now/ for a seamless booking experience.
- Mobile App: Download our app "Blackwaze | Arrive in Elegance" for iOS from the App Store or "BLACKWAZE | Arrive in Elegance" for Android from Google Play.
What types of services does BLACKWAZE offer?
BLACKWAZE offers a range of premium chauffeured services, including:
- Airport Transfers (with flight tracking and meet-and-greet options)
- Hourly / As Directed Bookings (for maximum flexibility)
- City-to-City / Point-to-Point Transfers
- Executive & Corporate Travel
- Special Occasion Transportation (weddings, events, etc.)
What information do I need to provide when booking?
To ensure a smooth booking, please be ready to provide:
- Your name and contact information (phone and email).
- Pick-up date and time.
- Pick-up location (full address, including airport and terminal if applicable).
- Drop-off location.
- Flight number (for airport pick-ups, so we can track your flight).
- Number of passengers and luggage.
- Your preferred vehicle type.
- Any special requests (e.g., child seat).
Is there a mobile app for BLACKWAZE?
Yes, we have a mobile app for both iOS and Android devices to make booking and managing your rides even easier.
- iOS: Search for "Blackwaze | Arrive in Elegance" on the App Store.
- Android: Search for "BLACKWAZE | Arrive in Elegance" on Google Play.
Vehicles & Amenities
What types of vehicles are in the BLACKWAZE fleet?
BLACKWAZE offers a luxurious and diverse fleet to meet your needs, including:
- Luxury Sedans: e.g., Mercedes E-Class, BMW 5 Series
- First Class Elite Sedan: e.g., Mercedes S-Class, BMW 7 Series LWB
- Upscale SUVs: e.g., Cadillac Escalade ESV
- First Class SUVs: e.g., Cadillac Escalade Sport Platinum
- Specialty Vehicles:
- Elite + Maybach Sedan: e.g., Mercedes-Maybach
- Business Class Sprinter Vans: e.g., Mercedes-Benz Vans
What amenities are included in the vehicles?
Our vehicles are equipped to provide a comfortable and productive journey. Standard amenities often include:
- Complimentary Wi-Fi
- Bottled water
- Newspapers (upon request)
- Choice of music
Can I request a child seat?
Yes, child seats can often be provided upon request. Please specify the type and number of child seats needed when making your booking. This service is subject to availability and may incur an additional charge in some regions.
Pricing & Payments
How is the price for my ride calculated?
BLACKWAZE offers fixed rates for your core journey. The price you are quoted at the time of booking generally covers your planned trip, taxes, and fees, aiming for transparency. However, please note that all rates and confirmations are subject to audit after order completion. This audit accounts for any deviations from the original booking, such as extra stops, extended waiting time, and actual tolls or parking fees incurred, which will be added to your final bill. Chauffeur STG (Standard Tip/Gratuity) is not included in the quoted fare and may be added at your discretion or based on company policy for corporate accounts.
What is included in the rate?
Our rates are structured to cover the essentials of your planned journey. They typically include fuel charges and the time allotted for your trip as per your booking. Please note:
- Chauffeur STG (Standard Tip/Gratuity) and local taxes are not included in the initial fare estimate and will be added to your final bill or can be paid directly to the chauffeur.
- Actual tolls and parking fees are not included in the initial quoted rate and will be added to your final bill based on usage.
- Additional stops are not included in the initial fare estimate. Any extra stops made during your trip will incur an additional charge. This charge is calculated based on the distance to the stop and the time taken, reflecting the hourly rate of your specific vehicle.
How are hourly bookings billed?
Hourly jobs are billed by the number of hours you initially ordered the vehicle for, and these are for consecutive hours of service. Hourly services are generally limited to the same city or metropolitan zone, and each hour of booked service typically includes up to 20 miles of travel. If your usage exceeds the initially ordered time, additional time will be billed. For every 15 minutes (or portion thereof) that you extend beyond your booked time, an additional full hour will be charged at the vehicle's stated hourly rate.
What is the minimum hour policy for hourly bookings?
For most hourly services, a minimum booking of 2 hours is generally required. However, for specialty vehicles such as the Elite + Maybach Sedan and Business Class Sprinter Van, a minimum booking of 4 hours is required. The minimum posted number of hours is the minimum duration for which we will accept an order. You will be billed based on the actual duration of your trip (or the booked minimum for that specific vehicle, whichever is greater). Any additional time beyond the booked duration will be billed according to our hourly overage policy: for every 15 minutes (or portion thereof) over the booked time, an additional full hour will be charged.
What is the grace period for direct transfers?
Direct transfer orders (point-to-point, airport returns) have a 15-minute grace period at pick-up. This does not apply to airport arrivals where flight tracking is active. If you exceed the 15-minute grace period (for non-airport arrival pickups), you will be charged in 30-minute increments equal to the stated vehicle hourly rate.
Are there additional charges for late-night or early-morning bookings?
Yes, you may notice additional charges on your reservation if it is placed after midnight. These charges are applicable to bookings made for an airport pickup with an arrival time after midnight, as well as reservations made between 12:00 AM and 4:30 AM EST.
When will my credit card be charged?
By utilizing BLACKWAZE, you authorize your credit card/corporate account to be charged in accordance with our rates and policies. Rest assured, your credit card will not be charged until our office verifies and confirms your booking details. Please check your email, including your spam/junk folder, for your booking confirmation. To prevent fraudulent transactions, our office may also request permission from the payment account holder and/or ID verification. Upon successful verification and booking confirmation, you may see a temporary authorization hold on your payment card. The final charge will be processed after the ride is completed and audited for any additional charges (such as extra stops, waiting time, tolls, or parking).
Are prices subject to change?
Pricing is subject to change without notice. While we strive for consistency, factors like fuel costs, external charges, and market conditions may necessitate adjustments. Any quote provided at the time of booking will be honored, subject to the audit policy for changes during the trip.
Changes & Cancellations
How can I change my booking?
All changes to your reservation must be communicated via email to info@blackwaze.com or through our online live chat. Please note that changes cannot be made directly with the drivers. Changes must be received at least 4 hours prior to the scheduled pickup time and are subject to availability. If a change cannot be accommodated and results in a cancellation, you will be charged in full for the original order.
What is the cancellation policy for sedans and SUVs?
Cancellations for sedans and SUVs must be submitted via email and received 72 hours or more prior to the scheduled pickup time. Failure to meet this requirement will result in the application of a Cancellation Fee (typically the full charge of the booking).
What is the cancellation policy for specialty vehicles?
For specialty vehicles (e.g., Maybach Sedans, Sprinter vans, limousines), a cancellation fee will be applied if the cancellation occurs within 7 days of the scheduled trip. Clients must retain the email confirmation of cancellation as proof.
What if I need to cancel an airport transfer?
For airport arrivals and departure transfers, all cancellations must be received no less than 72 hours prior to the pickup time. For round-trip orders, each leg must be cancelled separately. If there is no car or chauffeur available for your airport pickup, it is crucial that you contact our office before choosing an alternative mode of transportation. Failure to do so will result in the full amount for the trip being charged to your account.
Are deposits refundable?
All deposits are non-refundable if the cancellation is made within 30 days of the reservation date.
What about cancellations due to weather or mechanical issues?
Inclement weather conditions or unexpected mechanical issues related to weather are beyond our control, and BLACKWAZE cannot be held responsible for resulting delays or necessary cancellations arising from such force majeure events.
During Your Ride
What is the waiting time policy for airport and train station pickups?
We understand that travel can sometimes involve unexpected delays.
- For airport pickups, we include 60 minutes of complimentary waiting time from the moment your flight lands.
- For train station pickups, we include 20 minutes of complimentary waiting time from the scheduled train arrival time.
What if my flight is delayed (general)?
For airport pickups, we monitor your flight status to adjust pickup times accordingly. Please ensure you provide your flight number when booking. Significant delays may be subject to waiting time charges (beyond the included 60 minutes) or may require rescheduling based on availability.
What if I can't find my chauffeur at the airport?
If you have trouble locating your chauffeur, please call our 24/7 dispatch line immediately at +1 888-300-4544. Do not leave the designated pickup area or arrange alternative transportation without contacting us first, as this may result in a no-show charge.
How do I get my chauffeur and vehicle information?
You will receive your assigned chauffeur's contact information and vehicle details approximately 2 hours prior to your scheduled pickup time. This information will be sent to the email address provided during booking. If you've also provided a cell phone number and opted in for SMS notifications, you will receive these details via text message as well.
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Online Support 24/7Terms & Conditions
View Full BLACKWAZE Terms and Conditions
Welcome to BLACKWAZE!
These terms and conditions outline the rules and regulations for the use of BLACKWAZE's Website, located at blackwaze.com.
By accessing this website, we assume you accept these terms and conditions. Do not continue to use BLACKWAZE if you do not agree to take all of the terms and conditions stated on this page.
Cookies:
The website uses cookies to help personalize your online experience. By accessing BLACKWAZE, you agreed to use the required cookies.
A cookie is a text file that is placed on your hard disk by a web page server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you and can only be read by a web server in the domain that issued the cookie to you.
We may use cookies to collect, store, and track information for statistical or marketing purposes to operate our website. You have the ability to accept or decline optional Cookies. There are some required Cookies that are necessary for the operation of our website. These cookies do not require your consent as they always work. Please keep in mind that by accepting required Cookies, you also accept third-party Cookies, which might be used via third-party provided services if you use such services on our website, for example, a video display window provided by third parties and integrated into our website.
License:
Unless otherwise stated, BLACKWAZE and/or its licensors own the intellectual property rights for all material on BLACKWAZE. All intellectual property rights are reserved. You may access this from BLACKWAZE for your own personal use subjected to restrictions set in these terms and conditions.
You must not:
- Copy or republish material from BLACKWAZE
- Sell, rent, or sub-license material from BLACKWAZE
- Reproduce, duplicate or copy material from BLACKWAZE
- Redistribute content from BLACKWAZE
This Agreement shall begin on the date hereof.
Parts of this website offer users an opportunity to post and exchange opinions and information in certain areas of the website. BLACKWAZE does not filter, edit, publish or review Comments before their presence on the website. Comments do not reflect the views and opinions of BLACKWAZE, its agents, and/or affiliates. Comments reflect the views and opinions of the person who posts their views and opinions. To the extent permitted by applicable laws, BLACKWAZE shall not be liable for the Comments or any liability, damages, or expenses caused and/or suffered as a result of any use of and/or posting of and/or appearance of the Comments on this website.
BLACKWAZE reserves the right to monitor all Comments and remove any Comments that can be considered inappropriate, offensive, or causes breach of these Terms and Conditions.
You warrant and represent that:
- You are entitled to post the Comments on our website and have all necessary licenses and consents to do so;
- The Comments do not invade any intellectual property right, including without limitation copyright, patent, or trademark of any third party;
- The Comments do not contain any defamatory, libelous, offensive, indecent, or otherwise unlawful material, which is an invasion of privacy.
- The Comments will not be used to solicit or promote business or custom or present commercial activities or unlawful activity.
You hereby grant BLACKWAZE a non-exclusive license to use, reproduce, edit and authorize others to use, reproduce and edit any of your Comments in any and all forms, formats, or media.
Hyperlinking to our Content:
The following organizations may link to our Website without prior written approval:
- Government agencies;
- Search engines;
- News organizations;
- Online directory distributors may link to our Website in the same manner as they hyperlink to the Websites of other listed businesses; and
- System-wide Accredited Businesses except soliciting non-profit organizations, charity shopping malls, and charity fundraising groups which may not hyperlink to our Web site.
These organizations may link to our home page, to publications, or to other Website information so long as the link: (a) is not in any way deceptive; (b) does not falsely imply sponsorship, endorsement, or approval of the linking party and its products and/or services; and (c) fits within the context of the linking party's site.
We may consider and approve other link requests from the following types of organizations:
- Commonly-known consumer and/or business information sources;
- Dot.com community sites;
- Associations or other groups representing charities;
- Online directory distributors;
- Internet portals;
- Accounting, law, and consulting firms; and
- Educational institutions and trade associations.
We will approve link requests from these organizations if we decide that: (a) the link would not make us look unfavorably to ourselves or to our accredited businesses; (b) the organization does not have any negative records with us; (c) the benefit to us from the visibility of the hyperlink compensates the absence of BLACKWAZE; and (d) the link is in the context of general resource information.
These organizations may link to our home page so long as the link: (a) is not in any way deceptive; (b) does not falsely imply sponsorship, endorsement, or approval of the linking party and its products or services; and (c) fits within the context of the linking party's site.
If you are one of the organizations listed in paragraph 2 above and are interested in linking to our website, you must inform us by sending an e-mail to BLACKWAZE. Please include your name, your organization name, contact information as well as the URL of your site, a list of any URLs from which you intend to link to our Website, and a list of the URLs on our site to which you would like to link. Wait 2-3 weeks for a response.
Approved organizations may hyperlink to our Website as follows:
- By use of our corporate name; or
- By use of the uniform resource locator being linked to; or
- Using any other description of our Website being linked to that makes sense within the context and format of content on the linking party's site.
No use of BLACKWAZE's logo or other artwork will be allowed for linking absent a trademark license agreement.
Content Liability:
We shall not be held responsible for any content that appears on your Website. You agree to protect and defend us against all claims that are raised on your Website. No link(s) should appear on. Any Website that may be interpreted as libelous, obscene, or criminal, or which infringes, otherwise violates, or advocates the infringement or other violation of, any third party rights.
Reservation of Rights:
We reserve the right to request that you remove all links or any particular link to our Website. You approve to immediately remove all links to our Website upon request. We also reserve the right to amend these terms and conditions and its linking policy at any time. By continuously linking to our Website, you agree to be bound to and follow these linking terms and conditions.
Removal of links from our website:
If you find any link on our Website that is offensive for any reason, you are free to contact and inform us at any moment. We will consider requests to remove links, but we are not obligated to or so or to respond to you directly.
We do not ensure that the information on this website is correct. We do not warrant its completeness or accuracy, nor do we promise to ensure that the website remains available or that the material on the website is kept up to date.
Disclaimer:
To the maximum extent permitted by applicable law, we exclude all representations, warranties, and conditions relating to our website and the use of this website. Nothing in this disclaimer will:
- Limit or exclude our or your liability for death or personal injury;
- Limit or exclude our or your liability for fraud or fraudulent misrepresentation;
- Limit any of our or your liabilities in any way that is not permitted under applicable law; or
- Exclude any of our or your liabilities that may not be excluded under applicable law.