Service Terms and Conditions
For hotel pick-ups 15 minutes free wait time is provided.
Extra waiting time needed beyond the free wait time period will be billed for an additional hour of service at the hourly rate or extra hour rate, provided at the time of booking.
On all reservations the client will be considered a no-show after the free wait time has elapsed. If the client has not met the driver or contacted us by phone, the client will be charged in full for the reservation (100% of the service total). To avoid being charged as a no-show, the client cannot leave his or her location without contacting our bookings office.
If the client experiences difficulty locating the driver, the client can contact our bookings office via the contact information provided in the email confirmation and on our website. Leaving the pick-up location without notifying us will result in a no-show fee.
Changes and Cancellations
We understand changes or cancellations to travel plans can be abrupt or without reason. Changes or cancellations for all trip reservations must be submitted to our bookings office via the contact information provided in the email confirmation and on our website. All changes and cancellations will be confirmed immediately by our team via email reply.
Cancellation policy will be advised in email confirmation upon receipt of your booking request. We accept cancellations by email at firstname.lastname@example.org.
Car Service with Business Sedan, Minivan/MPV or Van: For general bookings with business sedan, minivan / mpv or van, a cancellation made more than 24 hours before the scheduled service start time will not incur any charge. A cancellation made less than 24 hours before the scheduled service start time will be charged in full (100% of the service total).
- In several locations including China Mainland, Hong Kong SAR, Singapore, and Taiwan, a cancellation made less than 24 hours before the scheduled service time will be charged 50% of the service total, and a cancellation made less than 12 hours before the scheduled service start time will be charged in full (100% of the service total).
Car Service with Luxury Vehicle (e.g. Mercedes S-Class / V-Class / Sprinter), Minibus or Coach Bus: Luxury vehicle, minibus or coach bus service cancellation made more than 48 hours before the scheduled service start time will not incur any charge. A cancellation made less than 48 hours before the scheduled service start time will be charged in full (100% of the service total). In some locations including Vietnam and Japan, an extended late cancellation period for minibus and coach bus up to 7+ days may apply.
Airport Premium Services: Airport Meet and Assist, Airport VIP Fast-Track or Airport Lounge service cancellation made more than 48 hours before the scheduled service start time will not incur any charge. A cancellation made less than 48 hours before the scheduled service start time will be charged in full (100% of the service total). In some locations, an extended late cancellation period up to 72+ hours may apply.
Special Event Period & Group Services: For all special non-general bookings, including service during major local event period and service involving multiple vehicles and/or multiple days, custom cancellation policies may supersede the standard cancellation policies detailed above. If applicable, the custom policies will be advised to the client before confirming the booking and will be noted in the email booking confirmation. Cancellation policy will be advised in email confirmation upon receipt of your booking request.
Any requested change to a confirmed service should be submitted as early as possible, at least 12 hours before the scheduled service start time (at least 24 hours before scheduled service time for events). Change requests are to be made with our bookings office and cannot be made with drivers directly. Change requests will be accommodated to the best of our ability. If a change request cannot be accommodated to the client’s needs and results in a cancellation, the client will be charged in accordance with our cancellation policy terms.
Vehicle Request Policy
We reserve the right to upgrade a vehicle request to accommodate a client’s reservation at no charge to the client if deemed necessary by us.
Rates & Billing
All rates are subject to audit after order completion; to include actual tolls, parking fees, additional stops, extra time beyond time allotted, extra distance beyond distance allotted, service during late night time period, and additional waiting time beyond free waiting time allotted. Extra hours are billed for the number of hours above what the client ordered the vehicle for at the time of booking, in 1 hour increments. Extra kilometers are billed for the number of kilometers above the kilometer limit included in the service, in 1km increments.
All applicable charges for the service will be presented to the client at the time of quotation and booking confirmation, according to the service itinerary provided in advance of service. Any itinerary change by the client during service, which incurs additional charges, will be billed accordingly. Applicable charges as a result of itinerary change will be presented to the client at the time of change.
For transfer service, extra waiting time needed beyond the free waiting time period will be billed at the hourly rate (or extra hour rate). Pickup time after the late night service period, if applicable, will be charged a flat fee. Additional stops will be charged a flat fee. Extra wait time hourly rate and late night service fee will be provided at the time of quotation and booking confirmation.
For hourly hire service, including half day and full day hire, the minimum posted number of hours is only the minimum number of hours we will accept an order for, not what the client will be billed for. Extra hours are billed at the hourly rate (or extra hour rate) for the number of hours used above what the client ordered the vehicle for at the time of booking, in 1 hour increments. Extra kilometers are billed for the number of kilometers for actual travel distance used above the kilometer limit included in the service, in 1km increments. Pickup time during the late night service period will be charged either a flat fee or hourly fee. Travel to areas out of downtown, including the airport, may be subject to additional fees. Extra hour rate, extra kilometer rate, late night service fee, and any additional fees for travel outside of downtown area will be provided at the time of quotation and booking confirmation.
Rates are inclusive of taxes. Gratuity is not required and can be provided to the driver directly at the client’s sole discretion.
Quotes will be provided upon request. All quotes provided are to be considered as estimates only, and actual charges will be determined upon the completion of the service.
Out of Pocket Surcharges
All out of pocket charges, including, but not limited to: road tolls, parking, port fee, airport fees, carts, child safety seats, greeter fee, driver meal, driver entrance tickets to restricted areas, and special requests will be billed at cost to the client. All applicable surcharges for service will be presented to the client at the time of quotation and booking confirmation.
Event & Local Holiday Period Surcharges
Rates may be subject to increase during peak demand event periods and local holidays. All applicable increases in rates for service during applicable dates will be presented to the client at the time of quotation and booking confirmation.
We accept credit cards (Visa, MasterCard and American Express), PayPal, AliPay, and WeChat Pay. Payment by Paypal, Alipay and WeChat Pay require pre-payment of the service amount. Payment via cash or wire transfer is by arrangement. For payment in cash prior notice is necessary. Change will be given in local currency only. Cash payments still require the client’s credit card details to secure a booking.
For credit card payment, prior to service the client’s credit card will be pre-authorized in the service amount in order to secure the booking. The client’s card will only be charged after the service is complete according to the actual service provided.
A receipt will be emailed to the client after the service is complete.
Affiliate Service Policy
We utilize, at our own discretion, affiliate service providers to provide limousine and ground transportation services as requested by our clients.
Vehicle images listed on our websites may differ from the actual vehicle; all our affiliated vehicles are late models and well maintained.
Lost or Damaged Items
We are not responsible for loss or damage to passenger’s personal luggage or any personal belongings left in the vehicle. We reserve the right to charge a delivery fee for returning lost items if found. We will assist with luggage at a client’s request, but assume no liability for doing so.
Passengers are not permitted to smoke in any Passenger Vehicle (including using Electronic cigarettes). Violating this policy will result in additional charges, including compensation for the loss of business due to vehicle downtime (minimum 1 full day hire fee), as well as the cost of the cleaning and any other damage incurred.
Smoking in passenger vehicles is also prohibited by law in many countries, and any regulatory penalties that occur will be the liability of the passenger.
Passengers shall not consume alcohol in any Passenger Vehicle and we and the Driver reserve the right to decline carriage to any Passenger and/or require a Passenger to alight from a Passenger Vehicle who, in our opinion, is intoxicated.
All Passengers are required to use seatbelts at all times.
We may charge reasonable repair or cleaning charges plus a fee representing loss of earnings for the Driver in the event of spillages in or in the event that any Passenger vomits in, or otherwise soils, contaminates or damages a Passenger Vehicle.
Service Details Accuracy
For all requested and reserved services, the client is required to provide us accurate and complete service details, including but not limited to pick-up and drop-off points, service dates and times, quantity of passengers and luggage, contact telephone and email. We take no liability or responsibility for problems with service that arise from inaccurate or incomplete information provided, and service charges will apply as per our Rates & Billing Policy, Cancellation Policy, Change Policy and No-Show Policy.
The client agrees to indemnify and keep us fully indemnified from and against any direct and indirect losses, claims, expenses, damages or liability whatsoever incurred or suffered by us as a result of the negligence, acts or omissions or default under the Contract by the Customer, or its employees, agents or subcontractors or any Passengers.
Child Safety Seats
Child seats are the responsibility of the parents or guardians of children travelling. Parents and guardians travelling are responsible for providing, installing and using the child safety seats, in accordance with local laws and regulations. Accordingly, Asia Car Service does not provide child safety seats as a policy.
We may be able to accommodate a child seat special request, though it is understood that in such cases we do not take responsibility for car seat related issues; the parents or guardians travelling are responsible for seat inspection, installation and independent assessment in deciding whether or not to use a provided car seat.
Uncontrollable Acts, Acts of God and/or Acts of Mother Nature
In no event will we or our affiliate service partners, be liable or responsible for damages of any kind caused by any delay in performance or failure to perform, caused by circumstances beyond its control, including but not limited to, weather, natural disaster, traffic congestion, accidents, flight delays, road closures, act of God, act of war or terrorism, act of any public authority or sovereign government.
In-Vehicle Complimentary Wi-Fi
Many of our vehicles offer passengers complimentary In-Vehicle access to Wi-Fi. Any passengers who utilize the complimentary in-vehicle Wi-Fi understands and agrees that there are significant security, privacy and confidentiality risks inherent in accessing or transmitting information through the Internet, whether the connection to the Internet is facilitated through wired or wireless technology. These security issues range from interception of transmissions, loss of data, or the introduction of viruses or other programs that can damage your device or network. ACCORDINGLY, ALL PASSENGERS AGREE THAT ASIA CAR SERVICE, ITS SUBSIDIARIES, AFFILIATES, PARENTS, OWNERS, INVESTORS AND INSURERS WILL NOT BE LIABLE FOR ANY INTERCEPTION OF TRANSMISSIONS, LOSS OF DATA, FILE CORRUPTION, HACKING OR DAMAGE TO YOUR COMPUTER OR NETWORK THAT RESULTS FROM THE TRANSMISSION OR DOWNLOAD OF INFORMATION OR MATERIALS THROUGH THE SERVICE.
Effective: 20 May 2018
Website and Mobile App User Agreement
You may only use this Web site, the Services, or the Mobile App in accordance with these Terms and Conditions and, in any event, for lawful and proper purposes which includes complying with all applicable laws, regulations and codes of practice within Hong Kong or other jurisdiction from which you are accessing this website.
In particular, you agree that you will not:
- Post, transmit or disseminate any information on or via this Web site, the Services, or the Mobile App which is or may be harmful, obscene, defamatory or otherwise illegal
- Make any other unauthorized, false or fraudulent booking
- Deface, alter or interfere with the front end ‘look and feel’ of this Web site, the Services, or the Mobile App or the underlying soft-ware code
- Obtain or attempt to obtain unauthorized access, via whatever means, to any of Our networks.
- Use this Web site, the Services, or the Mobile App in a manner which causes or may cause an infringement of the rights of any other
- Use any software, routine or device to interfere or attempt to interfere electronically or manually with the operation or functionality of this Web site, the Services, or the Mobile App including but not limited to uploading or making available files containing corrupt data or viruses via whatever means
- Take any action that imposes an unreasonable or disproportionately large load on this Web site, the Services, or the Mobile App or related infrastructure
Without prejudice to any of our other rights (whether at law or otherwise) we reserve the right to:
- Cancel your bookings without reference to you and/or
- Deny you access to this Web site, the Services, or the Mobile App where we believe (in Our absolute discretion) that you are in breach of any of these Terms and Conditions
All trademarks, copyright, database rights and other intellectual property rights in the materials on this website, the Services, or the Mobile App (as well as the organization and layout of these) together with the underlying software code are owned either directly by Us or by our licensors. Without our prior written permission, you may not copy, modify, alter, publish, broadcast, distribute, sell or transfer any material on this website or the underlying software code whether in whole or in part.
CHANGES TO THIS WEBSITE
We may make improvements or changes to the information, services, products and other materials on this Web site, the Services, or the Mobile App or terminate them, at any time without notice. We may also modify these Terms and Conditions at any time, and such modification shall be effective immediately upon posting of the modified Terms and Conditions on this Web site, the Services, or the Mobile App. Accordingly, your continued access or use of this Web site is deemed to be your acceptance of the modified Terms and Conditions.
THIRD PARTY APPLICATIONS
The Web Site, the Services, and the Mobile App may enable you to link or connect you to use functionalities of third party applications, services or sites that are not owned or controlled by Us (“Third Party Applications”). Any Third Party Applications are subject to the terms and conditions of the relevant third party provider. We have no control over and are not responsible or liable for any matters relating to your dealings or transactions with such third parties and over any third party content, syndicated content, applications, services, sites, advertisements, links, privacy policies and/or practices of any such third parties that may be accessible via the Web Site, the Services, or the Mobile App. It is your responsibility to check the privacy policies and terms of service and usage of all third party sites that you visit prior to downloading or using any such Third Party Applications. This website, the Services, or the Mobile App may include links to other internet sites. We do not endorse any such websites and are not responsible for the information, material, products or services contained on or accessible through those websites. Your access and use of such websites remains solely at your own risk.
LIMITATION OF LIABILITY
In no event will We be liable for any direct, indirect, special, punitive, exemplary or consequential losses or damages of whatsoever kind arising out of access to, or the use of this website, the Services, or the Mobile App or any information contained in it, including loss of profit and the like whether or not in the contemplation of the parties, whether based on breach of contract, tort (including negligence), product liability or otherwise, even if advised of the possibility of such damages.
Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury caused by negligence or for fraudulent misrepresentation.
DISCLAIMER OF WARRANTY
To the maximum extent permitted by law, we disclaim all implied warranties with regard to the information, services and materials contained on this website. All such information, services and materials are provided “as is” and “as available” without warranty of any kind.
We make no warranty, implied or explicit, that any part of the service will be uninterrupted, error-free, virus-free, timely, secure, accurate, reliable or any quality, nor that the content is safe in any manner for download. You understand and agree that neither We nor any participant in the site and its services provides professional advice of any kind and that use of such advice or other information is solely at your own risk and without our liability of any kind.
You agree to indemnify, defend and hold Us harmless from any liability, loss, claim and expense (including reasonable legal fees) related to your breach of these Terms and Conditions.
These Terms and Conditions contain all the terms of your agreement with us relating to your use of this website, the Services, or the Mobile App. No other written or oral statement (including statements in any brochure or promotional literature published by us) will be incorporated.
Your use of this website, the Services, or the Mobile App, any downloaded material from it and the operation of these Terms and Conditions shall be governed by and construed in accordance with the laws of Hong Kong SAR and you agree to submit to the non-exclusive jurisdiction of the Hong Kong SAR courts.
Effective: 20 May 2018
Otis Group Company Limited trading as Asia Car Service (ACS), registered in Hong Kong and whose registered office at Suite 2803, 109-111 Gloucester Road, Wan Chai, Hong Kong owns and operates web sites at www.asiacarservice.com, www.chinacarservice.com and numerous city specific websites which are subsets of these sites (collectively, the “Web Site”), the on-line reservation services (Services) and the ACS Member Preferred Mobile Application (“Mobile App”),
OUR COMMITMENT TO PROTECT YOUR PRIVACY
We are committed to protecting your personal and data privacy. To ensure that you can make informed decisions and feel confident about supplying your Personal Data (as defined below) to us when using our website, mobile and other services, we provide this notice outlining our practices and the choices you have concerning how your Personal Data is being collected and used by us.
WHAT DATA DO WE COLLECT?
Booking Information: When booking car services we ask for your name, telephone numbers, mobile messaging app addresses, email address, travel itinerary and service details. This helps us to process your booking, to contact you if we have any problems with your request or to send you an electronic confirmation of any quotes obtained or bookings made.
Payment Details: If you pay for your service at the time of booking you will be asked to enter your credit or debit card information and billing information, including name of cardholder, card number, billing address and expiry date;
Online Account Information: When you make a booking, we will give you the opportunity to create an online account. If you accept, we will store the personal details you provide in our customer database. Information such as company name, business title and associated contact information; your payment card type, number and expiration date to enable us to take your payment; service preferences such as vehicle type and special requests. This will enable you to make future bookings more rapidly and more personalized. Deletion of your online account will not delete the personal data that we hold on file. You are able to view and correct the personal data we hold at any time, see the accessing and updating information section on how to do so.
History of Transactions: We will maintain electronic records of all bookings you have made.
IP address: We collect your IP address when you visit our site. This only identifies your ISP (Internet Service Provider) and does not contain any information about you as an individual. We use this information to help us understand more about where our site traffic originates.
Cookies: Our website uses “cookie” technology. “Cookies” are encrypted strings of text that a website stores on a user’s computer. Cookies enable us to customize our website and offerings to your needs and provide you with a better online experience. In addition, cookies are used to measure usage of various pages on our website to help us make our information more pertinent to your needs and easy for you to access. The types of cookies that we use are referred to as “session” cookies and “persistent” cookies.
HOW DO WE USE YOUR DATA?
Delivery of Service: We use the personal information collected through our Web Site, Services, or Mobile App to administer and deliver our services. In connection with the delivery of our services, we may share the Personal Information with third-party partners or vendors who help deliver or administer the services, but they are only permitted to use the information in connection with the delivery or administration of our services. For example, we share a Client’s credit card information with a third-party credit card processing company, but that company is not permitted to use the credit card or Personal Information for any purpose other than to fulfill the specific purchase transaction. We may also share select Personal Information with our subsidiaries, affiliates, and subcontracted service providers who need such information to provide the services that you have specifically requested.
Sharing Information: We will never sell your information or release your personal details to third parties for marketing purposes.
HOW DO WE PROTECT YOUR DATA?
Secure Socket Layer (SSL) encryption technology is used to protect personal information such as credit card details when making a booking. Any personal information that we hold as part of your customer profile will be held in a database with physical and technological security controls and procedures in place.
Only the last 4 digits of your credit card number will be displayed when viewing, amending or deleting your credit card details or on any booking on our website.
Our commitment to data security
The security of your personal information is important to us. When you enter sensitive information (such as your payment card number) during any registration or booking process, we encrypt that information using secure socket layer technology (SSL). We follow generally accepted industry standards to protect the personally identifiable information and personal data submitted to us, both during transmission and once we receive it. No method of transmission over the Internet, or method of electronic storage, is 100% secure, however. Therefore, while we strive to use commercially acceptable means to protect your personal information, we cannot guarantee its absolute security. With this in mind we would ask you not to enter any payment card number into fields on our websites, unless that the field is specifically marked for that purpose.
Accessing and updating information
You may request access to and correct your Personal Data held by us. If you wish to obtain a copy of any of your Personal Data, if you believe that the Personal Data relating to you which we collect and maintain is incorrect, or if you believe that the Personal Data held by us was used beyond the scope of the purpose of use disclosed above or was acquired by fraudulent or unlawful means or provided to a third party without your prior consent, please write to us at the address below.
A request for access or correction to, or deletion of Personal Data or for information regarding policies and practices and kinds of Personal Data held by us must be in writing and sent to us via postal mail at the following addresses:
The Data Protection Officer
Asia Car Service
Suite 2803 28/F Tung Wai Commercial Building
109-111 Gloucester Road
Effective: 20 May 2018
WHAT ARE COOKIES?
Cookies are files that may be downloaded to your device through web pages. They are essential tools to provide various information society services. This includes allowing a website to store and recover information on a user’s or device’s browsing habits and, depending on the information obtained, using this information to recognise the user and improve the service offered.
TYPE OF COOKIES
There are two types of cookies depending on which entity manages the domain from which the cookies are sent and handles the data:
- First-party cookies: these are sent to the user’s terminal equipment from a machine or domain managed by the publisher who is providing the service requested by the user.
- Third-party cookies: these are sent to the user’s terminal equipment from a machine or domain that is not managed by the publisher themselves, but rather by an entity that processes data obtained through cookies.
If cookies are installed from a machine or domain managed by the publisher themselves but the information collected through these is managed by a third party, they cannot be considered first-party cookies.
There is also a second classification depending on the period of time for which the cookies are stored in the client’s browser, either:
- Session cookies: designed to collect and store data while the user is accessing the website. They tend to be used to store information that is only of interest to maintain the service requested by the user on a single occasion (e.g. a list of products purchased).
- Persistent cookies: data is stored on the terminal and can be accessed and processed for a specific period defined by the party responsible for the cookie, ranging from a few minutes to several years.
Lastly, there is another classification with five types of cookies depending on the purpose for which the data obtained is processed:
- Technical cookies: these allow the user to browse a web page, platform or application and use different options or services on those such as to control traffic and communication of data, identify the session, access restricted sections, record parts of an order, process purchase of an order, process registration or participation forms for an event, use security devices during browsing, store content to broadcast videos or audio, or share content through social media
- Customisation cookies: these allow the user to access a service with certain general predefined characteristics depending on a series of criteria in the user terminal such as language, type of browser used to access the service, configuration for the region from which the service is accessed, etc.
- Analysis cookies: these allow the party responsible for the cookies to track and analyse the behaviour of website users when enabled. The information collected through this type of cookies is used to measure activity on websites, applications or platforms and to prepare browsing profiles for the users of those sites, applications and platforms in order to develop improvements based on analysis of usage data from service users.
- Advertising cookies: these are used to ensure the most efficient management of advertising spaces.
- Advertising behavioural cookies: these store user behaviour information that is obtained by continuously observing their browsing habits. This helps develop a specific profile to display relevant advertising.
DEACTIVATING AND DELETING COOKIES
You can choose to allow, block or delete cookies installed on your device by changing your browser settings. When deactivating cookies, some services available may no longer work. The method to deactivate cookies is different for each browser, but can normally be done in the Settings or Options menu. The Help menu of your browser will also contain instructions. Users may choose which cookies they want to work on this website at any time.
You can allow, block or delete cookies installed on your device by changing the settings in the browser installed on your device:
Microsoft Internet Explorer | Microsoft Edge: http://windows.microsoft.com/en-gb/windows-vista/Block-or-allow-cookies
You can also manage storage of cookies in your browser using tools such as:
Your online choices: www.youronlinechoices.com/
Below we identify the most relevant cookies used on this portal, as well as their classification and purpose.
Duration: 2 years
Description: Used to distinguish between users. Generated by Google Analytics. Google stores information collected by cookies on services located in the United States of America. Google complies with European data protection legislation and promises not to share it with third parties, except when required by the law or when necessary for the functioning of the system. Google does not associate your IP address with any other information it holds. If you wish to read more about the cookies used by Google Analytics, please see:https://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage?hl=es&csw=1
Type: First party
Duration: 1 year
Description: Generated by Google Analytics. Google stores information collected by cookies on services located in the United States of America. Google complies with European data protection legislation and promises not to share it with third parties, except when required by the law or when necessary for the functioning of the system. Google does not associate your IP address with any other information it holds. If you wish to read more about the cookies used by Google Analytics, please see:https://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage?hl=es&csw
Type: First party
Purpose: Behavioural advertising
Description: Stores a user ID to enable chat sessions.
Type: First party
Duration: 1 year
Description: Used by Google AdSense for experimenting with advertisement efficiency across websites using their services.
Type: Third party
Duration: 30 minutes
Description: Remembers the information submitted by user when he/she post a comment in a blog post. This ensures that the form fields are auto-populated to give space for subsequent comments. The users are saved time accessing the blogs.
Type: First party
Duration: Expire Immediately
Description: Enables Google Analytics regulate the rate of requesting.
Type: First party
Duration: expire at the end of session
Description: Used by PHP to identify a current user’s session.
Type: First party
THIRD PARTY COOKIES
Third party cookies are set by third party websites – not our Websites. When you visit our website, the following third party cookies may be set:
- Addthis cookies, set when enabling users to share pages and content that they find interesting on your website through third party social media platforms.
- Google cookies, set when collecting information that is used to help you understand how your website is being used, how effective your marketing campaigns are, and to help you customize your website for users.
- Google AdSense cookies, set when making advertising messages more relevant to users. They perform functions like preventing the same ad from continuously reappearing, ensuring that ads are properly displayed for advertisers, and in some cases selecting advertisements that are based on user interests.
- DoubleClick cookies, set when using Google internet ad serving services.
- Trustpilot cookies, set when reading, writing and sharing consumer reviews.
- Facebook cookies, set when used by Facebook to deliver a series of advertisement products such as real-time bidding from third party advertisers.
You can take the following actions with regard to this information:
- Accept cookies: You will not see this notice again when you access any page on our site during this session.
- Close: The notice is hidden on this page.
- Change your settings: Please see the section: “Deactivating and deleting cookies”.
CHANGES TO THIS POLICY
Last Review Date: 13 February 2019