Trip Cancellation & Wait-Time Policy
Effective Date: January 1, 2025 · Last updated: September 2026 · CO PUC Permit No. 0250
Policy Summary at a Glance
100% Full Refund or Future Trip Credit
50% Staging Fee (50% Balance Refunded)
100% Fare Retained (Non-refundable)
How Cancellations Work on the Frontend UI
Step-by-step reservation management on costesla.comWe designed the SummitOS booking and trip tracking experience to be transparent, automated, and hassle-free. Here is what happens when you book and manage a trip:
Instant Confirmation & Trip Links
Upon completing checkout at costesla.com/book, you immediately receive an email and SMS containing your trip itinerary, reservation timestamp, and direct contact details for your driver.
Requesting a Cancellation or Time Change
To cancel or reschedule, reply directly to your confirmation email or text your driver. The cancellation timestamp is recorded down to the minute to accurately apply the notice tier.
Automated Stripe Refund Processing
When a cancellation is confirmed:• 24+ hours notice: Stripe initiates a 100% refund immediately to your original card (settles within 3–5 business days).• 2 to 24 hours notice: 50% is refunded to your card, and an adjusted electronic receipt is automatically delivered.
Real-Time Flight Telemetry (No Cancellation Needed for Flight Delays!)
If you entered your airline flight number when reserving an airport pickup, you do not need to cancel or worry if your flight is delayed. SummitOS tracks live FAA and airline data on our Flight Trackerand automatically adjusts your driver's arrival time without any late fees.
Live Grace Period & Wait-Time Metering
On the day of travel, you can monitor your vehicle on the Live Map. Upon vehicle arrival, a 10-minute complimentary courtesy window begins. If you need additional time, wait time is billed transparently at $20/hr in 15-minute increments ($5.00/15 min).
1. Executive Overview
COS Tesla LLC provides private, prearranged luxury passenger transportation under Colorado Department of Regulatory Agencies (DORA) Public Utilities Commission Permit No. 0250.
Because our private vehicles and dedicated drivers are reserved exclusively for each booking—often requiring specialized staging and repositioning along the I-25 corridor and airport zones—late cancellations directly prevent our vehicle from serving other scheduled passengers. This tiered policy ensures fairness and mutual schedule protection.
2. Customer Cancellation Schedule
- More than 24 hours prior to pickup: Free cancellation. Any prepaid fare is refunded in full to the original payment method, or credited toward a future trip at your election.
- 2 to 24 hours prior to pickup: 50% cancellation fee. The remaining 50% of the trip fare will be refunded to your card or original payment method.
- Less than 2 hours prior to pickup: 100% cancellation fee. Due to vehicle dispatch and dedicated repositioning, no refund is provided.
- No-Show: A reservation is deemed a no-show when the passenger cannot be reached and fails to board within the grace period (10 minutes for standard pickups; 30 minutes after gate arrival for airport pickups). No-shows are charged the full trip fare.
3. Complimentary Grace Period & Wait Time
Every scheduled reservation includes complimentary courtesy wait time:
- Standard / Corporate / Residential Pickups: The first 10 minutes following the scheduled pickup time are complimentary.
- Airport Inbound Pickups: Up to 30 minutes of complimentary wait time following confirmed commercial flight gate arrival / baggage claim.
Overtime Wait Rate: After the complimentary window expires, wait time is billed at $20.00 per hour, calculated and invoiced in 15-minute increments ($5.00 per 15 minutes).
If 30 minutes elapse past scheduled pickup without passenger communication or arrival, the reservation may be treated as a no-show to avoid delaying downstream bookings.
4. Airport Reservations & Commercial Flight Delays
Commercial airport runs (Colorado Springs Airport [COS] and Denver International Airport [DEN]) require specialized vehicle staging:
- Inbound Flight Delays: When a valid airline flight number is provided at the time of booking, our dispatch telemetry tracks your flight. Inbound delays are accommodated without penalty.
- Airline Flight Cancellations: If the airline cancels your inbound flight and you notify COS Tesla LLC prior to driver repositioning dispatch, a 100% credit will be issued toward a future booking (valid for 12 months).
- Last-Minute Notice: Airport cancellations made less than 24 hours prior to scheduled arrival follow standard cancellation tiers.
5. Driver & Weather Cancellations
Safety is our highest priority. If COS Tesla LLC must cancel a reservation due to:
- Severe Colorado winter weather (e.g. blizzard warnings, Monument Hill I-25 traction law closures)
- Vehicle mechanical or safety concerns
- Circumstances beyond reasonable carrier control
The customer will receive an immediate 100% full refund or priority rescheduling at their discretion.
6. Exceptional Circumstances
COS Tesla LLC recognizes genuine emergencies occur. Cancellation fees may be waived or credited at management discretion for documented medical emergencies, severe family crises, or certified flight disruption. Please contact us promptly if an unforeseen emergency arises.
7. Contact & Cancellation Requests
To modify or cancel a reservation, please email or call directly:
peter.teehan@costesla.com
COS Tesla LLC · Colorado Springs, CO