DASHVAN © 2017 • PRIVACY POLICY

privacy policy

terms of use

At Dash Van, we are committed to protecting your privacy. We use the information you provide to secure your van reservation, it is collected by a third party. We do not have your personal information or access to your personal information besides contact information.

At some point in the future, we may use the contact information we collect to occasionally notify you about important functionality changes to our web site, upcoming services, and special offers we think you'll find valuable. If we do so, you'll be provided an opportunity to unsubscribe from this mailing list.

Notification of Changes:

From time to time, DashVan.com will occasionally update our Privacy Policy. If there are any material changes to how we use your personal information, we will notify via email and provide you the opportunity to opt-out prior to any substantial change that has been taken. However, if you have opted out of all communication from DashVan.com you will not be contacted, nor will your personal information be used in this new manner. DashVan.com encourages you to periodically review our privacy policy to be informed of how we are committed to protecting your privacy.

Legal Disclaimer:

Though we make every effort to preserve your privacy, we may need to disclose personal information when required by law or in the good-faith belief that such action is necessary in order to conform to the edicts of the law or comply with a legal process served on our web site or to establish or exercise our legal rights or defend against legal claims.

Dash Xpress does not sell, trade, or rent your contact information to others. We will never pass your relevant personal information, including name to any third party.

TERMS AND CONDITIONS

All transportation operated by Dash Van and its affiliates (“Dash Van”) is subject to the following Terms of Service (“Terms”). By agreeing to these Terms, you acknowledge and agree to be bound by the conditions of use listed below, and any future revisions and additions, as published at:

www.dashvan.com/termsandconditions. In the event Dash Van modifies the terms and conditions of this Agreement, such modifications shall be binding on you only upon your acceptance of the modified Agreement. Dash Van reserves the right to modify any information referenced in the hyperlinks from this Agreement from time to time, and such modifications shall become effective upon posting. Continued use of the Dash Van Platform or Services after any such changes shall constitute your consent to such changes. Unless material changes are made to the arbitration provisions herein, you agree that modification of this Agreement does not create a renewed opportunity to opt out of arbitration (if applicable).

If you’re using dashvan.com to book our XecutiveServices vehicles, please review the complete XecutiveServices terms at dashvan.com/xecutiveservices.

By agreeing to these terms of service, you also confirm that you understand how our service works. For clarification please refer to the How It Works page prior to agreeing to these terms.

Eligibility

The Dash Van Platform may only be used by individuals who can form legally binding contracts under applicable law. The Dash Van Platform is not available to children (persons under the age of 18) or Users who have had their User account temporarily or permanently deactivated. By becoming a User, you represent and warrant that you are at least 18 years old and that you have the right, authority and capacity to enter into and abide by the terms and conditions of this Agreement. You may not allow other persons to use your User account, and you agree that you are the sole authorized user of your account.

Reservations

About Reservations –

Reservations for transportation to the airport are valid only for the time and date specified. Reservations for transportation from the airport are valid only for the date specified. Dash Van is not responsible for unused reservation or costs incurred as a result of customer error. When changing the pick up or drop off location of a reservation, rates are subject to change and additional charges may apply.

Dash Van Shared Ride to the Airport

Reservations are required for service to the airport. For reservations to the airport, Dash Van cannot guarantee the customer will arrive at the airport in time to make his or her flight when booking based hourly transport going to the airport. It is up to client to choose correct time to reach their flight in a timely fashion. If customer selects pickup times outside those recommended automatically during the reservation process, they do so at their own risk (AOR) and are not eligible for a refund of the fare for time delays because of traffic for reimbursement of any resulting costs.

Reservations are required for service to the airport.

It is the customer’s responsibility to be ready and waiting to depart outside of the pickup location at a half an hour before the designated hourly trip or the full designated 15-minute pickup window. Failure to do so, may inhibit our ability to provide service and may result in possible forfeiture of fare.

The customer must include the “Day of Travel” phone number in the event the company needs communication. Failure to provide a contact number for the day of travel may prevent our ability to provide service and result in possible forfeiture of fare. Customer may also receive additional notification calls to the designated contact number announcing reservation details in advance of the pickup.

Dash Van Shared Ride from the Airport

Reservations/Bookings from the airport are required in New York. Where reservations are not required, they are recommended to allow us to better meet demand.

Vans leave on the hour and passengers are assigned to vans upon check-in with company representative. Wait times for pick-up from the airport terminal are every hour.

Please note that if you book a reservation from the airport, this does not mean a van will be waiting for you when you arrive. Due to security considerations, most airports do not allow us to have vans lined up at the curb. However, we have vans waiting close by in a “holding lot” near the airport, just minutes away and will arrive 15 minutes before for loading time. Our vans leave every hour.

Dash Van Private Transportation

Reservations may also be made to book private Dash Van service. Transportation is direct and can be used for non-stop transportation to or from the airport, point-to-point, or hourly service.

Short Notice Reservations

Short notice reservations are reservations made less than two hours prior to requested pickup times. We are unable to guarantee service availability or timely service for short notice reservations. Availability will depend on a variety of conditions, including sold out vans, and current vehicle availability.

There are no refunds available for reservations made with less than two hours advance notice.

Reservation Abandonment

Reservation abandonment occurs when the Operator cannot find the customer at the designated pick-up location and cannot reach the customer for further instruction using the “Day of Travel” contact number provided within a short, reasonable time period, so as not to jeopardize pick-up of other shared-ride passengers.

Rates

Tolls, taxes and other fees may be not included in the calculated cost of the ride and customer may be responsible for additional charges. Reservations for private transportation with multiple stops will be routed from furthest pick-up point to the closest, and quoted accordingly.

Shared Ride Airport Transfers

A flat rate is quoted at the time of booking and is guaranteed so long as the reservation is not changed.

Exclusive, Non-Stop Airport Transfers

These reservations include van service to or from the airport. A flat rate is quoted at the time of booking and is guaranteed so long as the reservation is not changed. Extra stops are not available for this service.

Charter Reservations

Charter options include point to point or hourly transportation. Point to point reservations, where available, require a minimum charge plus distance-traveled charge and advance reservations. Customers who wish to add an additional stop must purchase a minimum 2-hour Hourly Charter. Hourly charters require a two-hour minimum reservation and at least one hour advanced notice. Hourly charter reservations should be made in advance to ensure availability. Charter vehicles are available based on demand and cannot be guaranteed on short notice.

Extra Stops

Customers who wish to add an additional stop must purchase a minimum 2-hour Hourly Charter.

Payments

Customers must pay at time of booking to secure advance reservations. Any charges processed at the time of booking and are refundable following the terms outlined in the Cancellation Policy below.

For reservations booked curbside, payment options vary and are dependent on location.

Personal Identification

Our operators and staff reserve the right to request personal identification from customers with fares exceeding $250. Failure to provide personal identification matching information on file may result in the inability of the company to service the reservation.

Company Vouchers

Company-issued vouchers serve as a form of payment and the original voucher must be presented to the vehicle operator in the vehicle, at time of payment. In select cities, for rides from the airport, customer may be requested to present voucher to the Dash Van Site Manager or Driver at the airport. Additional payment may be required to cover the cost of your ride. If the value on the voucher exceeds the reservation fee, the difference will not be returned. Vouchers provided by Dash Van are only valid for one year from date of issue or marked expiration date, whichever comes first. Expired vouchers will not be reissued and cannot be redeemed as a form of payment. Vouchers cannot be replaced or refunded if lost or stolen.

Company-issued vouchers serve as a form of payment and the original, hard-copy voucher may be required as payment in the vehicle, at time of payment. In select cities, for rides from the airport, customer may be requested to present voucher to the Dash Van Customer Service Representative at the airport.

Fare Tickets

Fare Tickets are tickets distributed by Dash Van staff or computerized kiosk upon check-in at the airport. They can only be redeemed using the original issued ticket. They cannot be redeemed through facsimile or scanned image. Fare tickets that have been purchased are non-refundable if not redeemed within 30 days.

Direct Bill

Direct Bill accounts allow customers to book online, by phone, curbside, or in-vehicle. Accounts are billed after the reservation is complete. These accounts are typically managed as part of Corporate Accounts and require credit approval.

Discounts

Discount codes are valid for use while reserving the service via dashvan.com and the official mobile applications. They cannot be combined with other offers. They cannot be redeemed using third party providers. Discounts cannot be applied during phone reservations. Under no circumstances will a discount be applied past the expiration date.

Receipts

Phone, app, and web-based reservations have the option to receive an email confirmation with complete reservation and payment details. For curbside reservations, it is the customer’s responsibility to ask for a receipt as proof of payment in van. Dash Van cannot guarantee the generation of receipts after the fact.

Cancellations

Dash Van Cancellation Policy

Customers can cancel a Dash Van ride at any time up to 48 hours (forty-eight) hours before the scheduled pickup for a full refund using the website, mobile website, and the official mobile apps. Cancellations can also be made by emailing refunds@dashvan.com.

Dash Van will not provide a refund if the reservation is cancelled or changed less than 30 minutes prior to departure time, or in the event of reservation abandonment. This includes bookings made within 30 minutes of pickup time.

Flight Cancellations and Delays Due to Airlines

Failure to contact Dash Van with flight cancellation or delay information in a timely manner may be considered reservation abandonment and may result in forfeiture of fare. Reservations impacted by airline delays and cancellations may qualify for refund when a replacement reservation is made.

Luggage and Personal Items

Customer is responsible for properly specifying the correct amount of luggage he or she intends to bring onto the vehicle during reservation. Failure to specify in advance may result in additional fees or the need for an additional vehicle, or the inability of the company to service the reservation.

Customers traveling with valuables, priceless items, and prescription drugs should keep these items in their possession during the course of the trip.

Luggage Restrictions

For each passenger, at no extra cost, the following is accepted on board the vehicle:

2 checked luggage pieces, such as standard suitcases and large duffel bags weighing 50 pounds or less each; and

2 carry-on items, such as purses, laptop cases, briefcases, small suitcases, and backpacks.

Larger items will be stowed in the rear storage area of the vehicle for the safety of all passengers.

Extra Luggage and Oversized Items

Vehicles have limited space. Items considered excessive are subject to a small fee. The fee is dependent on the item(s) in question and may vary by location. Athletic equipment (e.g. bikes, surfboards, skis, golf clubs, etc.), non-ADA motorized scooters, and pet carriers will be subject to additional fees. Because of variations in fleets from city to city, not all items are permitted in all cities and vehicles. Large boxes may also incur an additional fee. Boxes include bicycle boxes, travel trunks, and musical cases for larger instruments. Shipping boxes are also considered oversized due to the weight they can hold, not because of their dimensions. Depending on the city, and the city’s vehicle type, items like these may require an Exclusive reservation. Large trunks, athletic equipment and oversized luggage may require Exclusive van service.

Damaged Items

Normal wear and tear to personal items is typical of the handling process during transportation. Transporting large items, such as luggage, may result in scratches, dings, and nicks. Dash Van and its operators are not responsible for damages such as broken pull handles/straps, broken wheels or feet, or damages that are incurred as a result of over-packing, items packed improperly, or fragile items.

It is the customer’s responsibility to ensure any belongings kept with customer in the main seating compartment of the vehicle are securely packed and fastened, and that any breakable items are protected while using the service.

Customer must report significant damage to any personal items during use of the service immediately to damages@dashvan.com. In the event Dash Van determines the item was not treated with reasonable care and chooses to offer reimbursement for an item, the value of reimbursement is not to exceed $150.00 per passenger unless local regulations deem otherwise. Dash Van reserves the right to inspect the item and determine the type and amount of reimbursement, if any, based on damages.

Lost Items

Passengers are responsible for their own luggage and any items placed by themselves or Dash Van representatives in the van. Dash Van assumes no liability in the event of damage, loss or theft of any such property and will not be responsible for losses incurred, including but not limited to, loss of future profit, potential income, and additional expenses or losses incurred as a result of lost or stolen baggage or personal property.

Dash Van and its operators are also not liable for lost items left behind in the vehicle by a customer. However, Dash Van does want to help customers reunite with lost items whenever possible. If an item is lost, Dash Van recommends the customer immediately contact finders@dashvan.com

Returning left behind or found items may incur delivery and/or shipping charges to the recipient.

Safety

Seatbelts

Seatbelts are provided for customer safety. Dash Van requires customers to wear safety belts while inside the vehicle, but it is the customer’s responsibility to ensure the seatbelt is securely fastened, as required by law. Operators reserve the right to refuse service to parties out of compliance with applicable laws. To review the safety belt laws for the area in which you will be traveling please visit the Insurance Institute for Highway Safety website.

Safety Bars

Dash Van have safety bars installed for your safety. Please use the safety bar when boarding and exiting the vehicle.

Safety Cameras

Safety cameras have been installed in many Dash Vans vehicles for operator and customer safety. The camera will initiate recording with any sudden swerve or stop and can be turned on manually to protect the operator. Customers may be recorded as a result.

Vehicle Capacities

Dash Vans seat 7-12 passengers depending on the city vehicle profile. Oversized or excess luggage may require a larger or private vehicle at an additional cost.

Seat capacity is limited to seats with working safety belts. State laws prohibit loading vehicles beyond seating capacity. Any attempt to do so may require additional vehicle reservations.

Smoking

Smoking is not permitted in any of our vehicles.

Special Handling

Accessible Transportation

In compliance with federal regulations, the service offers accessible vehicles to customers with disabilities, including those who use wheelchairs and those who are accompanied by service animals.

For transportation into airports, customers are required to make advance reservations. For transportation from airports, reservations are not required with the exception of a few, select cities. For customers requiring the use of accessible transportation in all other cities, reservations are encouraged, but not required.

Traveling with Children

Dash Van welcomes the opportunity to serve our younger travelers when accompanied by a responsible adult. If making an online reservation, please indicate the number of children traveling so we can reserve a seat. State laws do not allow children to ride in the lap of an adult. If your child is under the minimum age/weight standards, you must supply an approved car seat for each child to whom the applicable law applies. It is recommended that traveling parents and legal guardians become knowledgeable about the applicable laws in the states in which they will be traveling. For more information on applicable laws, please visit: the Insurance Institute for Highway Safety website. Operators reserve the right to refuse service to parties out of compliance with state law.

Traveling Minors

Customers under the age of 16 must be accompanied by a parent or guardian for the entire duration of the ride. Operators may refuse service if a child is not old enough to ride alone and is without an adult or guardian.

Pets

Pets are permitted with advance reservations. All pets, excluding service animals, must be kenneled. Pets less than 25 pounds may be held in a lap carrier. Pets larger than 25 pounds may require an exclusive van. All pets must be properly secured within the carrier at all times.

Service animals are permitted on vehicles. Please be mindful of the vehicle size while booking rides with a service animal.

Please be aware that if you have an allergy to animals, Dash Van in accordance with the ADA provides service to individuals accompanied by service animals. In addition, other passengers may be traveling with a cat or dog.

User Error

Customer is responsible for providing accurate information at time of booking. When he/she provides information for travel, the customer agrees that the information will be accurate. Dash Van is not responsible for mistakes made by customers while using the service, its official websites, or mobile applications.

Confirmation emails are provided at the time of booking to allow customers to review details of their reservation in advance of the reservation. Additionally, certain locations provide automated reminder phone calls the day before pickup, allowing the customer time to cancel or make any changes two hours or more in advance of the reservation, as required by the Cancellation Policy outlined above.

Travel Times and Delays

Dash Van and its partners are not responsible for significant delays in anticipated arrival due to traffic, weather, or road conditions, or any other unforeseen circumstances. Under such conditions, Dash Van reserves the right to cancel and refund reservations in advance of the scheduled pickup.

Travel Times

Our direct transportation, shared ride travel typically loads 15 minutes prior to transport time since it takes longer as customers wait for fellow passengers to load or unload. In addition to being affected by other passengers sharing the ride, travel time is dependent on geography, weather condition, time of day, and traffic conditions. Because of these variables, we cannot provide an exact travel time.

Service Advisories

At times there may be delays and changes to normal operations due to severe weather and traffic incidences. Whenever possible, Dash Van will post information to website, blog, or other forms of communication, to notify customers in advance.

Email to:

CustomerService@dashvan.com

Or

Mail to:

Dash Van

PO BOX 645

New York, NY 10037

Customer Service Concerns

Customers are encouraged to notify us of their experience, good or bad.

No Compensation Following Service Failure or missed Flights

Dash Van does not assume responsibility for missed flights as our transport leaves every hour and it is the responsibility of the passenger to choose a van to arrive within the correct time restraints. Since we are not a reserved time service, Dash Van eliminates onus, unless of a transportation accident or unforeseen emergency.

Dash Van does not assume any responsibility for lost income or potential income, and other losses resulting from missed professional or personal functions. When traveling to an important event, it is recommended to allow extra travel time by booking earlier than the recommended time to avoid delays.

Limitations on Customer Claim Time

The Customer hereby acknowledges and agrees that, unless a longer period is mandated and made unwaivable by law, any claim relating to the services provided to Customer hereunder, including, without limitation, claims relating to damaged luggage, missed flight or other out of pocket expenses due to any alleged service failure, must be brought within 45 days after the occurrence of the act or omission that is the subject of the claim.

Refunds

For Credit Card Refunds: Once approved, a refund request is submitted within 24 hours, excluding weekends and federal holidays. The refund is then completed by customer’s financial institution. Customer should refer to their financial institution to check on status of refund. No refund will be issued 48 hours before trip as seats are reserved.

For Check Refunds: Once approved, refund requests are entered on a daily basis. Checks are cut once weekly and put in the mail for delivery to the address provided every Friday; delivery varies dependent on holidays.