SERVICE TERMS

Carter’s Concierge Service Terms

By placing a reservation with Carter’s Concierge, you acknowledge and expressly agree to the following policies, terms, and conditions and expressly authorize Carter’s Concierge to charge your credit card for all charges relating to your reservation, including additional charges incurred in connection with the service and the full amount of the reservation when a cancellation or No-Show falls within the applicable cancellation period.

Service is deemed rendered, whether or not the passenger enters the vehicle, once the applicable cancellation period has been reached and Carter’s Concierge has committed the vehicle, chauffeur, affiliate provider, or other resources necessary to perform the reservation.

Commercial Airport Arrival Transfer Wait Time

Carter’s Concierge provides up to 45 minutes of free wait time on domestic commercial airport arrivals and up to 1 hour of free wait time on international commercial airport arrivals.

Free wait time begins from the flight’s confirmed actual landing time.

After the applicable grace period, wait time will be billed at the following rates:

• Sedan: $1.25 per minute

• SUV: $2.25 per minute

Applicable gratuity, administrative fees, STC, and other applicable charges will also apply.

Meet & Greet inside airport pickup concierge service is available at participating airports for a base rate of $95.00. Applicable gratuity, STC, parking, and other applicable charges will also apply.

Private Airport Arrival Transfer Wait Time

Carter’s Concierge provides up to 30 minutes of free wait time for FBO and private aviation arrivals.

Free wait time begins from the aircraft’s confirmed actual landing time.

After the grace period, wait time will be billed at the following rates:

• Sedan: $1.25 per minute

• SUV: $2.25 per minute

Applicable gratuity, administrative fees, STC, and other applicable charges will also apply.

Flight Arrival Updates

Carter’s Concierge monitors flight arrival times when a valid commercial flight number or private aircraft tail number is provided.

Flight monitoring and related service adjustments are dependent upon information supplied by airlines, airports, flight-tracking services, aviation authorities, and other third-party sources. Carter’s Concierge cannot guarantee the accuracy or timeliness of information supplied by those sources.

Cancellations Due to Airline-Canceled or Diverted Flights

If a passenger’s flight is canceled or diverted after a chauffeur has been dispatched, Carter’s Concierge will issue a credit toward future service rather than a cash refund.

Credit Policy

A credit for the applicable amount of the reservation will be applied to the client’s Carter’s Concierge account.

The credit:

• Must be used within 90 days of the original reservation date;

• Is nontransferable;

• Cannot be redeemed for cash; and

• May be applied toward a future reservation of equal or greater value.

How to Request a Credit

Contact Carter’s Concierge within 24 hours of the flight cancellation or diversion and provide the reservation information and confirmation of the airline cancellation or diversion.

Conditions

This policy applies only to cancellations or diversions caused by the airline.

Once a chauffeur has been dispatched, cash refunds are not available.

Credits expire 90 days from the original reservation date and cannot be extended unless Carter’s Concierge expressly agrees otherwise in writing.

By booking with Carter’s Concierge, you acknowledge and agree to these terms regarding airline-related flight cancellations and diversions.

Standard Cancellation Policy

To avoid full fare charges, cancellations must be made within the following notice periods, based on the local time zone of the scheduled pickup location:

Vehicle or Service Type Notice Required Before Pickup

Sedan / SUV 24 hours

Sprinter Van 7 days

Limousine / Mini or Coach Bus 35 days

Specialty Vehicles, including vintage, classic, exotic, trolley, party bus, and similar vehicles. 35 days

Greeters / Coordinators 7 days

Cancellations are accepted by email at reservations@cartersconcierge.com or by phone at (646) 901-6582, subject to the timelines above.

Cancellations cannot be made directly with a chauffeur or affiliate provider.

Failure to cancel within the required cancellation period will result in the full fare being charged.

For hourly reservations, the full all-inclusive hourly minimum applicable to the reserved vehicle type will be charged.

Any reservation that is subject to the Affiliate, Nationwide & International Reservations provisions below may have different or more restrictive cancellation requirements.

Affiliate, Nationwide & International Reservations

Carter’s Concierge provides transportation services throughout the United States and internationally through a network of independent transportation providers and affiliates.

Reservations performed outside Carter’s Concierge’s directly operated service area may require Carter’s Concierge to secure transportation, reserve vehicle availability, and commit payment to an independent operating provider on the client’s behalf.

Confirmation and Provider Commitment

Once an affiliate-operated reservation has been confirmed and assigned to an operating provider, Carter’s Concierge may become financially committed to that provider.

Certain reservations, particularly international services, specialty vehicles, group transportation, event transportation, and services during periods of high demand, may therefore be subject to cancellation and change terms that are more restrictive than Carter’s Concierge’s Standard Cancellation Policy.

When an operating provider imposes cancellation, change, deposit, minimum-use, or nonrefundable terms that are more restrictive than Carter’s Concierge’s Standard Cancellation Policy, the more restrictive terms may apply to the reservation.

Where Carter’s Concierge has already incurred, guaranteed, or become obligated to pay charges to an operating provider, those committed charges are nonrefundable.

International Reservations

International reservations may become nonrefundable once confirmed with the operating provider, regardless of vehicle type or the amount of time remaining before the scheduled service.

Cancellation requirements may vary by country, market, provider, vehicle type, event, and service requirements.

Any reservation identified at the time of booking as nonrefundable or subject to provider-specific cancellation terms will be governed by those terms.

A client’s decision to use another transportation provider, rideshare service, taxi, rental vehicle, public transportation, or other transportation method after a reservation has been confirmed does not constitute grounds for a refund.

Reservation Changes

Changes to affiliate-operated, nationwide, or international reservations are subject to provider availability and approval.

A requested change may be treated as a cancellation and a new reservation when the operating provider cannot accommodate the modification under the original booking.

Additional charges resulting from client-requested changes, including changes to dates, times, locations, passenger counts, vehicle requirements, itineraries, or service duration, are the responsibility of the client.

Rebooking or replacing a confirmed reservation does not automatically waive cancellation charges associated with the original reservation.

Refunds and Service Credits

Except where otherwise required by applicable law, confirmed affiliate-operated or international reservations are not eligible for a cash refund once Carter’s Concierge has incurred or become obligated to pay charges associated with the reservation.

Carter’s Concierge may, at its sole discretion, issue a full or partial service credit when circumstances warrant.

The issuance of a service credit is a courtesy and does not constitute a waiver or modification of these Service Terms or establish an entitlement to credits or refunds on past or future reservations.

Unless otherwise stated in writing, service credits:

• Have no cash value;

• Are nonrefundable and nontransferable;

• May only be applied toward future Carter’s Concierge transportation services;

• Cannot be used to satisfy cancellation charges or outstanding balances; and

• Expire 90 days after the date the credit is issued.

Provider and Vehicle Assignment

For affiliate-operated transportation, Carter’s Concierge may select or substitute the operating transportation provider or vehicle when reasonably necessary to fulfill the reservation.

Vehicle makes, models, colors, years, and configurations may vary by market.

Unless a specific vehicle has been expressly guaranteed in writing, photographs, vehicle descriptions, and examples represent the requested vehicle category rather than a guarantee of a particular make, model, year, color, or configuration.

Any substitute vehicle will be selected with the intent of providing the reserved passenger capacity and a reasonably comparable service category.

Local Charges, Currency, and Market-Specific Costs

Nationwide and international transportation may be subject to market-specific expenses including, but not limited to:

• Tolls;

• Parking;

• Airport charges;

• Congestion charges;

• Permits;

• Taxes;

• Regulatory fees;

• Waiting time;

• Meet & Greet charges;

• Currency conversion costs; and

• Other charges imposed by the operating provider or applicable governmental authority.

Unless expressly included in the confirmed reservation price, these charges may be added to the final reservation total.

All amounts are payable in the currency stated on the Carter’s Concierge reservation confirmation.

Relationship With Operating Providers

Independent affiliates and transportation providers performing services on behalf of Carter’s Concierge are independently owned and operated businesses.

Carter’s Concierge coordinates and manages the client’s reservation and remains the client’s point of contact for reservation-related matters.

Clients must direct cancellations, modifications, billing questions, complaints, and other reservation requests to Carter’s Concierge rather than directly to the chauffeur or operating provider.

No-Show Policy

A reservation is considered a No-Show if the passenger cannot be reached or located:

• 30 minutes after the scheduled pickup time for non-airport reservations; or

• 1 hour after flight arrival for airport pickups, based on actual landing time.

In the event of a No-Show, the full fare plus applicable wait time and other applicable charges will be billed.

To avoid being charged as a No-Show, do not leave the pickup location without contacting Carter’s Concierge by phone.

Additional Cancellation Terms

Cancellation policies are based on the local time zone of the scheduled pickup location.

During major regional, national, or international events, cancellation windows may be extended or provider-specific cancellation requirements may apply.

Once cancellation is requested, rebooking for the same date or time is not guaranteed.

Rebooking does not waive cancellation fees.

Once a reservation is canceled, any subsequent booking is considered a new reservation and is subject to current pricing and availability.

Change Policy

Carter’s Concierge requires reservation modifications to be requested by phone at least 4 hours before the scheduled pickup time.

All changes are subject to availability and are not guaranteed.

If a requested change cannot be accommodated and results in cancellation within the applicable cancellation period, the full fare and applicable charges will remain due.

Changes cannot be made directly with chauffeurs or affiliate providers.

All changes must be requested through Carter’s Concierge by calling (646) 901-6582.

Affiliate-operated, nationwide, and international reservations are additionally subject to the change provisions contained in the Affiliate, Nationwide & International Reservations section of these Service Terms.

Hourly Reservations and Posted Minimums

Hourly reservations are billed for the number of hours reserved.

The following minimums apply:

• Sedan / SUV: 3 hours

• Shuttle Transit / Sprinter Van: 3 hours

• Limousine / Mini Bus / Coach Bus: 5 hours

If service extends beyond the reserved period, additional time is billed in 1-hour increments.

Minimum hourly requirements are firm and cannot be reduced based upon actual usage.

Base Travel Time

For base-to-base travel time, Carter’s Concierge calculates the time required for a vehicle to travel from its designated base to the pickup location and from the final drop-off location back to its designated base.

When applicable, base-to-base travel time is included in the overall service duration or pricing for the reservation.

Base-to-base travel time is determined using the route Carter’s Concierge reasonably determines to be appropriate based upon the reservation and anticipated operating conditions.

Traffic, road closures, construction, weather, accidents, or other circumstances may affect actual travel time.

Lost or Damaged Items

Carter’s Concierge is not responsible for personal property left in a vehicle, lost, misplaced, stolen, or damaged.

If an item is located, Carter’s Concierge may charge for its return or delivery.

When Carter’s Concierge arranges delivery of a recovered item, the delivery charge may be equal to the applicable airport-transfer rate to the delivery location, plus the applicable chauffeur service charge, fuel surcharge, tolls, parking, and other expenses.

Payment Terms

These Payment Terms apply to Sedans, SUVs, Transit Vans, Sprinter Vans, Limousines, Mini and Coach Buses, Specialty Vehicles, and affiliate-operated transportation.

1. Booking Confirmation and Payment

a. By booking ground transportation services with Carter’s Concierge, you agree to pay the amount specified for the reservation and any additional charges authorized under these Service Terms.

b. Unless other payment arrangements have been approved by Carter’s Concierge, the credit card provided during booking may be charged at the time of booking to confirm and secure the reservation.

c. Prices are quoted in the currency specified on the reservation confirmation.

2. Payment Methods

a. Carter’s Concierge accepts major credit cards, including Visa, Mastercard, American Express, and Discover.

b. Debit cards and other payment methods may be accepted at Carter’s Concierge’s discretion.

3. Authorization and Verification

a. By providing payment information, you authorize Carter’s Concierge to charge the total amount due for the specified services and any additional amounts incurred pursuant to these Service Terms.

b. Carter’s Concierge reserves the right to verify payment information and may request additional verification before confirming or performing service.

Additional charges may include, but are not limited to, wait time, hourly or as-directed overages, additional stops, tolls, parking, airport fees, congestion charges, client-requested changes, and other applicable charges incurred in connection with the reservation.

Point-to-Point Transfers

Carter’s Concierge provides a 15-minute grace period at pickup for point-to-point transfers before wait time charges begin.

Point-to-point transfers include return airport transfers, cruise port transfers, Point A to Point B transfers, and other non-hourly reservations.

After the 15-minute grace period, wait time is billed as follows:

• Sedan: $1.25 per minute

• SUV: $2.25 per minute

• Shuttle, Transit, Sprinter Van, Limousine, Mini Bus, or Coach Bus: $3.25 per minute

The applicable 20% suggested chauffeur service charge and other applicable fees will be added to additional wait time charges.

Additional Stops

Additional stops are generally charged at $35.00 per stop.

Stops within Manhattan are $35.00.

Stops involving another county, borough, or materially different routing may be priced based upon the actual service required.

Time spent waiting at additional stops is also subject to waiting-time charges.

There is no grace period at an additional stop. Waiting time begins when the chauffeur arrives at the stop.

NYC Congestion Toll Policy

Trips that enter, pass through, begin, or end within a designated New York City congestion pricing zone are subject to applicable congestion tolls imposed by governmental authorities.

Applicable congestion tolls and related government-mandated charges will be added to the reservation.

Carter’s Concierge does not control government-imposed toll amounts, operating hours, exemptions, or future changes to congestion-pricing regulations.

By booking service with Carter’s Concierge, you acknowledge and agree that applicable congestion tolls and government-mandated transportation charges may be passed through to the client.

Trips to or from Manhattan below 14th Street are subject to an additional $20 charge added to the base rate.

Peak NYC Traffic Surcharge

A $15 peak traffic surcharge applies between 3:00 p.m. and 7:00 p.m. daily to applicable journeys within New York City and to and from NYC-area airports, including LaGuardia Airport (LGA) and John F. Kennedy International Airport (JFK).

Rate Changes and Final Charges

All rates are subject to audit after completion of the reservation.

The final audit may include actual tolls, parking, airport fees, additional stops, wait time, service extensions, and other applicable charges.

Hourly reservations are billed for the number of hours reserved and then in 1-hour increments thereafter when the service exceeds the reserved duration.

The posted hourly minimum represents the minimum reservation period accepted for the applicable vehicle and does not necessarily represent the final service duration or final charge.

Carter’s Concierge reserves the right to change rates for future reservations without notice.

Unless otherwise stated on the reservation confirmation, Carter’s Concierge rates may include or be subject to applicable fees and tolls, a 15% STC surcharge, a 10% fuel surcharge, and a 20% suggested chauffeur service charge.

If a client elects to provide an additional cash gratuity directly to a chauffeur, that gratuity is voluntary and is in addition to any chauffeur service charge already included in the reservation.

Providing an additional cash gratuity does not create an entitlement to a full or partial refund of the chauffeur service charge already billed.

STC Surcharge

STC is a 15% charge on applicable base fare, hourly charges, and waiting time to support operating and administrative overhead expenses.

Early Morning / Late Night Surcharge

Trips scheduled for pickup between 11:45 p.m. and 5:45 a.m. incur an additional $35.00 flat surcharge.

Holiday Surcharge

Trips occurring on the holidays and holiday periods listed below incur an additional $50.00 flat surcharge:

• New Year’s Day

• Memorial Day

• Independence Day, July 4

• Labor Day

• Thanksgiving Day

• Christmas Eve beginning at 4:00 p.m.

• Christmas Day

• New Year’s Eve beginning at 4:00 p.m.

Additional Surcharges

All applicable out-of-pocket charges, including, but not limited to, round-trip road tolls, parking, airport fees, luggage carts, permits, and similar expenses may be billed to the client.

Booster Seats and Client-Supplied Child Seats

Carter’s Concierge provides booster seats upon request and subject to availability for an additional charge of $20.00 per seat.

Carter’s Concierge may also provide storage for client-supplied infant or toddler car seats for a charge of $20.00 per car seat.

Termination of a Reservation by Carter’s Concierge

Carter’s Concierge LLC reserves the right to terminate a reservation when Carter’s Concierge, its dispatcher, chauffeur, or operating provider reasonably determines that the conduct of a passenger or member of the passenger’s party presents a safety risk to the chauffeur, passengers, vehicle, operating provider, or others.

Smoking of any kind, including vaping and electronic cigarettes, is prohibited in vehicles.

Illegal substances, illegal materials, and unlawful conduct are prohibited.

If prohibited conduct or a safety condition results in termination of service, the reservation may be terminated immediately and no refund will be provided.

The full amount of the reservation and any applicable additional charges will remain due.

Passengers may be returned to the pickup location, transported to the scheduled drop-off location when reasonably appropriate, or discharged at another safe and lawful location depending upon the circumstances.

Uncontrollable Events and Circumstances Beyond Our Control

Carter’s Concierge is not responsible for delays, interruptions, missed connections, or other consequences caused by circumstances beyond its reasonable control, including, but not limited to:

• Severe weather;

• Natural disasters;

• Traffic congestion;

• Motor vehicle accidents;

• Road closures;

• Construction;

• Government actions;

• Security incidents;

• Civil disturbances;

• Flight delays;

• Airport or airspace disruptions; or

• Other events outside Carter’s Concierge’s reasonable control.

Vehicle Damage and Cleaning

The party responsible for payment of the reservation is responsible for damage, excessive cleaning, or loss caused by the passenger or members of the passenger’s party.

Charges may include, but are not limited to:

• Vomit or sickness: $300 per incident

• Beverage spillage: $250 per incident

• Broken glassware: $50 per replacement set

• Burns: $500 per incident for replacement or repair

• Upholstery tears: $500 to $1,000 per incident for replacement or repair

• Damage caused by opening a vehicle door into another vehicle or stationary object: $1,500 to $2,000, or the actual repair cost and applicable loss-of-use costs when greater

When actual repair, replacement, cleaning, towing, loss-of-use, or other costs exceed the amounts stated above, Carter’s Concierge reserves the right to charge the actual reasonable cost resulting from the damage.

Vehicle Request Policy

Carter’s Concierge reserves the right to upgrade or substitute a vehicle when reasonably necessary to accommodate a reservation.

When Carter’s Concierge makes an operational upgrade or substitution, the client will not be charged an additional vehicle-upgrade fee solely because of that substitution unless the client requested the change or otherwise agreed to the additional charge.

Affiliate-operated reservations are additionally subject to the Provider and Vehicle Assignment provisions contained in these Service Terms.

Effective August 18, 2026