TERMS AND CONDITIONS
Lukatia LLC – Terms and Conditions
1. Definitions
1.1 “Company” refers to Lukatia LLC DBA Auto Elite providing luxury travel services – including but not limited to chauffeured services, airport greeter services, boat rentals, and guided tours.
1.2 “Client” refers to the individual or entity booking the chauffeur service.
1.3 “Passenger(s)” refers to any person or persons traveling in the vehicle.
2. Services Provided
2.1 Service Scope: The Company provides a chauffeur-driven luxury vehicle for the transportation of passengers as per the booking confirmation.
2.2 Vehicle Use: The vehicle will be used only for the purpose stated at the time of booking. Any deviations from the planned route must be agreed upon with the Company and not the chauffeur.
2.3 Vehicle Condition: The Company guarantees that the vehicle will be clean, well-maintained, and in excellent working condition.
3. Booking and Payment
3.1 Booking Confirmation: All bookings must be confirmed in writing via email or online booking form. A booking is only confirmed once the Company has issued a confirmation to the Client.
3.2 Payment: Full payment is due 7 days before the date of the service. The Company reserves the right to cancel the booking if payment is not received by the due date.
3.3 Methods of Payment: The Company accepts payments via credit/debit card, bank transfer, or any other payment method agreed upon at the time of booking.
3.4 Waiting Time: For airport pick-ups, the first 60 minutes of waiting time at the airport for baggage claim are free of charge. For pick-ups at train stations, ports or hotels, the first 15 minutes of waiting time are free of charge. Additional waiting time will be charged per hour as listed in the quote or confirmation.
3.5 Modification Requests: Any request for changes to already confirmed reservations, including but not limited to schedule changes, changes to the vehicle, route alterations, or duration adjustments, must be submitted to the booking department. Requests can be made by emailing info@autoelitelimo.it
3.6 Feasibility Assessment: The booking department will assess the feasibility of the requested modifications. The acceptance of any changes is subject to availability, possible rate changes and the Company’s discretion.
3.7 Modification Cut-Off Time: Please note that changes to bookings will not be accepted after 4:00 PM local time on the day prior to the scheduled service. Requests made after this time may not be accommodated, and the original booking terms will remain in effect.
3.8 Included Costs: Prices quoted include fuel and motorway tolls unless otherwise specified. However, fees for ferries, tunnels, parking, additional services, and entry to historic centers where the normal vehicle permits are not sufficient are not included in the quoted price and will be charged separately.
3.9 Final Rate Adjustments: The final rate may be subject to recalculation based on any additional waiting time, extra mileage, parking fees, and/or miscellaneous costs incurred during the service. Clients will be informed of any such additional charges, which will be added to the final invoice.
3.10 Credit Card Charges: The charge on your credit card will appear under the name “Lukatia LLC.” Please ensure that you recognize this name on your credit card statement to avoid any confusion or disputes regarding the payment.
4. Cancellations and Amendments
4.1 Client Cancellations:
Cancellations for standard transfers
*Guideline: under 2 hours travel time / under 200KM
Cancel within:
24 hours or more – 100% refund
24 hours or less – No refund
No Show – No refund
Cancellations for long/custom transfers, day tours, “as directed,” “dispo” and boats
*Guideline: over 2 hours travel time / 200KM or greater
Cancel within:
6 Days or more – 100% refund
4-5 Days – 50% refund
3 Days or less – No refund
No Show – No refund
Cancellations for Airport Greeter Services
Cancel within:
2 Days or more – 100% refund
48-24 hours – 50% refund
24 hours or less – No refund
No Show – No refund
Special cancellation terms may apply for events and will be advised at the time of booking.
4.2 Any refunds will be processed immediately but may not take effect for 1 to 10 business days. We apply a penalty of €50 or 5% of the cost (whichever is greater) for each refund issued due to a cancellation, plus any prepaid entry fees. If the service cannot be provided as planned, Lukatia LLC will suggest alternatives.
5. Passenger Conduct
5.1 Behavior: Passengers are expected to behave in a respectful and courteous manner. The Company reserves the right to terminate the service without a refund if the passengers display unacceptable behavior.
5.2 Alcohol and Smoking: Consumption of alcohol and smoking are strictly prohibited in all vehicles.
5.3 Damage: The Client is responsible for any damage caused to the vehicle by the passengers. The Company will charge the Client for the cost of repairs or cleaning. If the vehicle is unable to operate due to the damage suffered, the client will be charged €250 for each day that the vehicle is rendered unavailable, in addition to the price of the repair. It is the express right of the Company to request the highest amount of damage, to take any possible action to safeguard its own interests with the aim to restore the vehicle at the expense and responsibility of the Client.
6. Liability
6.1 Insurance: The Company maintains full comprehensive insurance coverage. However, the Company is not liable for any loss or damage to personal belongings of the passengers.
6.2 Limitations of Liability: The Company is not liable for any delays caused by road conditions, traffic, or any circumstances beyond its control.
6.3 Force Majeure: The Company shall not be liable for any failure to perform its obligations where such failure is as a result of Acts of God (including fire, flood, earthquake, storm, hurricane or other natural disaster), war, invasion, act of foreign enemies, hostilities (whether war is declared or not), civil war, rebellion, revolution, insurrection, military or usurped power, or confiscation, terrorist activities, nationalization, government sanction, blockage, embargo, labor dispute, strike, pandemics, epidemics, lockout or interruption or failure of electricity or telephone service.
7.Confidentiality
7.1 Client Information: The Company will maintain the confidentiality of any personal information provided by the Client and will not disclose it to third parties except as required by law or for the purposes of fulfilling the service.
8. Flight and Train Tracking
8.1 Flight Tracking: The Company actively monitors the arrival times of flights to ensure timely pickups. The Client must provide accurate flight details, including flight number and scheduled arrival time, at the time of booking. In case of flight delays, the Company will adjust the pickup time accordingly at no extra charge, provided that the flight delay is communicated to the Company in advance. If the flight is delayed more than 2 hours, we will not be able to guarantee a driver will be available to cover the service if the requested change conflicts with other scheduled job. We will do everything we can to provide a solution for pickup.
8.2 Limitations on Driver Reassignment: The Company continuously monitors flights and trains and remains updated on schedule changes due to delays. In the event of a flight or train delay after 10pm, a supplement will be applied for each extra hour of waiting, charged according to your quoted rate.
8.3 Unforeseen Flight Diversions: In the event of a flight diversion to a different city or airport other than the one originally scheduled, Lukatia LLC cannot guarantee the availability of chauffeur services at the new location.
8.4 No-Show Policy: If a flight is diverted and the Client is unable to arrive at the original destination as scheduled, this will be considered a “no-show” by the Company. The service will be deemed fulfilled, and no refund or credit will be issued for the missed service.
8.5 Train Tracking: The Company also monitors train schedules for delays. The Client must provide accurate train details, including train number and scheduled arrival time. If the train is delayed more than a 1 hour, we will not be able to guarantee a driver will be available to cover the service if the requested change conflicts with other scheduled job. We will do everything we can to provide a solution for pickup.
8.6 Failure to Communicate: If the Client fails to provide accurate flight or train information or notify the Company of changes in a timely manner, the Company will not be responsible for any delays or missed pickups. In such cases, additional waiting time charges may apply as per Clause 2.4.
9. Luggage Limits
9.1 Standard Luggage Allowance: Each passenger is allowed to carry one (1) suitcase and one (1) carry-on bag. The suitcase must not exceed 19.7 x 11.4x 30.3” and the carry-on bag must not exceed 13.5 x 8.9 x 21.3” in size.
9.2 Excess Baggage: Any additional baggage, such as ski equipment, golf clubs, foldable wheelchairs, musical instruments, or other large items, must be declared at the time of booking. This ensures that a suitable vehicle is arranged to accommodate the additional luggage.
9.3 Undeclared Excess Luggage: If the Client arrives with luggage that exceeds the standard allowance and this excess luggage was not declared at the time of booking, the chauffeur reserves the right to refuse to load the additional luggage. In such cases, an additional vehicle may be called to transport the excess luggage. The cost of this additional vehicle will be charged to the Client.
9.4 Responsibility: The Company is not liable for any delays, missed appointments, or other inconveniences caused by the Client’s failure to declare excess luggage or arrange a suitable vehicle.
9.5 Responsibility for Personal Items: The Company is not responsible for any personal items left in the vehicle after the service is completed. While the Company will make reasonable efforts to return any lost items, such items will only be kept for a maximum of 15 days from the date they are found. After this period, the Company reserves the right to dispose of or donate the items as appropriate.
10. Vehicle Compliance and Insurance
10.1 Vehicle Standards: The vehicles provided by the Company are all newly registered and are carefully selected to be suitable for the services agreed upon in the contract. The Company guarantees that all vehicles are well-maintained, clean, and in excellent working condition, suitable for luxury chauffeur services.
10.2 Legal Compliance: All vehicles are in full compliance with applicable laws and regulations. The Company ensures that every vehicle meets the necessary safety standards and is properly licensed for the services provided.
10.3 Insurance Coverage: The Company ensures that all vehicles and passengers are fully insured in accordance with legal requirements. This includes comprehensive coverage for the vehicle, as well as passenger liability insurance.
11. Collaboration and Replacement Vehicles
11.1 Collaboration with Partners: Lukatia LLC collaborates with other reputable car hire companies that operate under the same high standards of quality, efficiency, and service. This collaboration ensures that the Client receives a consistent level of luxury and service, regardless of the vehicle provider.
11.2 Replacement Vehicles: In the event that the originally assigned vehicle and/or driver is unavailable on the reserved day due to prior booking or unforeseen circumstances, Lukatia LLC will arrange for a replacement vehicle. This replacement vehicle will be of the same or higher class and level as the vehicle initially agreed upon. The Client will incur no additional charges for this upgrade unless otherwise specified.
12. Child Seats
12.1 Provision of Child Seats: Lukatia LLC provides child seats upon request to ensure the safety and comfort of young passengers traveling in Italy. The Client must request child seats at the time of booking, specifying the age, weight, and height of the child to ensure the correct type of seat is provided.
12.2 Compliance: In compliance with European legislation (UN/ECE 044/3 and UN/ECE R044/4) it is mandatory that all children under the age of 12 or under the height of 150 cm be properly seated and buckled in one of the following categories of seats:
- Group 0: For infants under 10 kg. Infants must be placed in rear-facing car seats or carry cots, which the Client must provide and install themselves.
- Group 1: For children between the weight of 9 and 18 kg.
- Group 2: For children between the weight of 15 and 25 kg.
- Group 3: For children between the weight of 22 and 36 kg. Lukatia LLC can provide booster seats for children in this category.
12.3 Client Responsibility: It is the Client’s responsibility to ensure that the requested child seat is appropriate for their child. Lukatia LLC does not provide Group 0 car seats; these must be brought and installed by the Client themselves. The Company will not be liable for any incidents arising from incorrect or insufficient information provided by the Client regarding the child’s age, weight, or height.
12.4 Waiver Requirement: Before the service is provided, the Client must sign a waiver acknowledging that they have requested the appropriate child safety seat, have been informed of the legal requirements, and understand that Lukatia LLC is not liable for the incorrect installation or use of the child seat provided by the Client.
12.5 Charges: There will be an additional 25 euro charge for the provision of each child seat, which will be communicated to the Client at the time of booking.
13 Complaint Handling
13.1 Filing Complaints: Any complaints by the end user must be reported in writing immediately and, in any case, no later than 8 days after the completion of the services rendered. Complaints can be directed either to the party that contracted the service or directly to Lukatia LLC.
13.2 Required Documentation: To process a complaint effectively, the Client must provide detailed information and any relevant evidence supporting the claim. This may include, but is not limited to:
- A detailed description of the issue or incident.
- Copies of any relevant correspondence (e.g., emails, text messages).
- Photographs, videos, or other forms of visual proof.
- Witness statements, if applicable.
- Receipts or records of any additional expenses incurred due to the issue.
13.3 Assessment Process: Upon receiving a complaint, Lukatia LLC will conduct a thorough review, which may involve interviewing relevant staff, reviewing internal records, and examining any submitted evidence. The Company will strive to respond to the complaint within 3 days, outlining any actions taken or proposed resolutions.
13.4 Communication through Intermediaries: If the complaint is initially made to an intermediary who contracted the service on behalf of the end user, the intermediary is responsible for communicating the complaint to Lukatia LLC immediately. It is the intermediary’s duty to ensure that Lukatia LLC is promptly informed to address the issue in a timely manner as per the previous clauses of section 12.
13.5 Resolution: If the complaint is found to be valid, Lukatia LLC will offer a resolution, which may include a partial or full refund, a discount on future services, or other remedial actions deemed appropriate. If the complaint is not substantiated, the Client will be informed in writing with an explanation of the findings.
13.6 Finality of Resolution: All resolutions offered by Lukatia LLC in response to a complaint are final. The Company will not entertain further claims or disputes on the same issue once a resolution has been provided and accepted by the Client.
14. Electronic Communications
14.1 Email Communication: The Client expressly agrees that any written communication from the Company, including but not limited to notices, invoices, and updates, may be sent via email to the email address provided in the contract. The Client acknowledges that such email communications have legal validity.
14.2 Email Confirmation: It is the Client’s responsibility to ensure that the phone number and email address provided are correct and regularly monitored. The Company shall not be held liable for any missed communications due to incorrect or outdated contact information provided by the Client.
15. Communication Protocol
15.1 Driver Communication: For the smooth operation of our services, clients are requested not to contact the drivers directly. All communication regarding the service, including changes in pickup times, locations, or any other special requests, should be directed to our office.
15.2 Office Contact Information: Clients can reach our office by calling +39 051 046 5566 or by emailing info@autoelitelimo.it. Our team will then relay any necessary information to the driver, ensuring that all details are correctly communicated and logged in our system.
15.3 Driver Availability: Drivers are instructed to focus on providing the best possible service during their assignment. Direct communication from clients can distract the driver and may lead to miscommunication or service errors. By contacting the office, clients help ensure that the driver remains focused on their primary task: delivering a safe and comfortable journey.
15.4 Emergency Situations: In the rare event of an emergency where the driver must be contacted immediately and it is not possible to reach the office, please ensure that the communication is brief and that the office is informed as soon as possible afterward.
16. Amendments to Terms and Conditions
16.1 The Company reserves the right to amend these terms and conditions at any time.
17. Acceptance of Terms
17.1 By making a booking with the Company, the Client acknowledges and agrees to these terms and conditions.
18. Governing Law and Jurisdiction
18.1 Exclusive Jurisdiction: Any dispute, controversy, or claim arising out of or relating to the services provided by the Comany, including but not limited to contractual issues, shall be governed by and construed in accordance with the laws of the State of North Carolina, USA.
18.2 Court of Jurisdiction: The Client agrees that any legal action or proceeding concerning such disputes shall be brought exclusively in the courts of Raleigh, North Carolina, USA. Both parties consent to the jurisdiction of these courts and waive any objections to the laying of venue or based on the grounds of inconvenient forum.
Last update September 9, 2024