FAQ

Applicability

The rules and regulations set forth in this section shall be applicable to COLORADO intrastate transportation provided by Town 2 Mountain Express.

Passenger Service and Restrictions

Town 2 Mountain Express reserves the right to refuse transportation to any person who, in the opinion of driver in charge of the transportation, is under the influence of alcohol or other drugs, is suffering from a contagious disease, is behaving in a manner considered to be offensive, or presents a risk to himself, herself, other passengers, third parties, or the driver. Such refusal shall not be based on religious, ethnic, or any other discriminatory characteristic prohibited by law.

Animal Restrictions

Service animals traveling with their masters will be transported. Service animals shall be under the control of their masters at all times. Town 2 Mountain Express will not be responsible for loss or injury to these animals, nor for an injury or damage to any person or property caused by the actions of these animals. There will be a $100.00 cleaning charge added to the final fare as we welcome service animals we must also respect other passengers may have allergies to pet dander and the vehicles must undergo a professional cleaning, detailing and disinfection in order to provide the next passengers a clean, safe and sound travel experience.

Inclement Weather and Road Conditions

Nothing in this tariff shall require Town 2 Mountain Express to transport passengers if in the opinion of the driver in charge of transportation, weather, street, road, or highway conditions, either from the point of origin, destination, or points in between, render operation of the motor vehicle dangerous or impracticable.

Payment Types and Time of Collection

Payment for all fares and charges shall be in U.S. dollars in the form of cash, traveler’s checks, Electronic transfers, Venmo, Pay Pal etc, or approved credit cards. Receipts will be provided upon request. Payment is due at time of service unless prepayment was previously received. Deposits made to reserve a transportation date and time shall be made in the amount of one half of the anticipated trip charge

Reservation, Cancellations, and Refunds

If a cancellation request for a specific trip is received by Town 2 Mountain Express at least two days before the departure date the passenger will not be charged a cancellation fee and any payment will be refunded. If a cancellation request for a specific trip is received by Town 2 Mountain Express less than two days before the departure date, the passenger will be charged a cancellation fee equal to 50% of the prepayment for the service.

Do you charge extra for luggage?

There is NO charge for luggage as long as it all fits into the trunk in Luxury Sedans and into the trunk and the roof box in Luxury SUVs.

How much notice is required to make a reservation?

Our company suggests that you make a reservation 72 hours in advance to ensure a car will be available. All NEW and ASAP reservations within the next 72 hours must be called into T2M at 1310-383-4724

How many people and how much luggage can fit into a Luxury small SUV?

Our small SUVs accommodate up to 3 passengers and up to 3 pieces of luggage (depending on size).

Can my kids travel alone?

An adult must accompany passengers under the age of 18 years. A chauffeur reserves the right to ask for ID for proof of age.

Who is responsible for any toll charges incurred during my trip?

All out of pocket charges, including, but not limited to road tolls, parking, airport fees and luggage carts incurred throughout the charter will be billed to the client.

Can I smoke in your vehicle?

There is a no-smoking policy for all of our vehicles.

How many people and how much luggage can fit into a Luxury SUV?

Our SUVs accommodate up to 6 passengers and up to 6 pieces of luggage (depending on size) and up to 6 skis/snowboards/golf clubs (depending on size).

I have skis, snowboards or golf clubs. What vehicle should I reserve?

If you are traveling with skis/snowboards/golf clubs, you should reserve SUV online or call us at 1310-383-4724. Our SUVs accommodate up to 6 passengers and up to 6 pieces of luggage (depending on size) and up to 6 skis/snowboards/golf clubs (depending on size).

How much notice is required to cancel a reservation?

Cancellation must be made 72 hours prior to pickup time or cancellation fees (full charge) will be assessed. No charge if the flight is delayed or cancelled by the airline.

Will I get a call when my car arrives?

As a courtesy to our customers we do attempt to contact all our customers when their drivers are on location. However, please call Customer Service at 1310-383-4724 after you have picked up your luggage and you are ready to be picked up.

Can the driver come into my building to pick up my luggage and bring it out to the car?

Unfortunately, chauffeurs are unable to leave their vehicles unattended. The drivers will be pleased to assist with your luggage from the front of your building to the vehicle.

Does T2M provide a car/booster seat for my child?

If your child is under the age of 7, legally your child must be in a car seat. T2M provides complimentary car seats and booster seats per your request (but does not provide infant seats). Please contact us if you need any assistance.

Who is responsible for any toll charges incurred during my trip?

All out of pocket charges, including, but not limited to road tolls, parking, airport fees and luggage carts incurred throughout the charter will be billed to the client.

Does T2M charge for waiting time? If so, how is waiting time charged?

T2M waiting time is based on the hourly rate for a particular vehicle and is charged at 15 minute increments. Time spent waiting at additional stop(s) will be charged as waiting time. T2M has a 15 minute grace period for all time overages on the way to reserved destination. All stops must be pre-arranged before the rental begins. Due to the size of our vehicles and safety concerns, all unplanned stops are at the discretion of the chauffeur. IME reserves the right to charge for unplanned stops. Waiting time charges may apply after the complimentary waiting time expires. For international flights the first 60 minutes are free all additional waiting time is billable. For domestic flights the first 45 minutes are free all additional waiting time is billable. For private residence and hotel pickup the first 20 minutes are free. All additional waiting time is billable. IME updates all flight arrival times when a correct flight number or tail number is provided, but the update is only as reliable as the information we are provided by the airline or passenger(s). We charge waiting time for ‘Meet and Greet’ service at the airport. For all ‘Meet and Greet’ please be advised. On all airport arrival reservations you will be considered a no-show after 45 minutes (60 minutes for international arrivals requiring Customs Clearance) past your flights arrival time. If you have not met your chauffeur or contacted IME at 1310-383-4724 by phone, you will be charged in full for the reservation. To avoid being charged as a no-show, do not leave your location without contacting IME by phone.

What if I lost something in an T2M car? Do you have Lost and Found Department?

T2M is not responsible for items that are left in the vehicle, lost, stolen or damaged. Our company is not liable for lost items left behind in any vehicle by a passenger, but we will do whatever we can to help you find it. T2M has a Lost and Found Department. If you suspect you have left an item in an T2M affiliated vehicle, please call Customer Service at 1310-383-4724 and provide your name, contact number and date of trip along with a brief description of the item. Please note that it may take 2-3 business days for the Lost and Found Department to retrieve your item (if it is found). Once and if your item has been received from the chauffeur, Lost and Found will contact you and provide you with options of how you can pickup or receive your item. T2M reserves the right to charge a delivery fee for returning lost items if found. T2M recommends that all personal items be removed from the vehicle before you leave.

What if I am unable to arrive on scheduled time (no-show)?

All no-shows will be charged full rate. On all airport arrival reservations you will be considered a no-show after 45 minutes (60 minutes for international arrivals requiring Customs Clearance) past your flights arrival time. If you have not met your chauffeur or contacted T2M at 1310-383-4724 by phone, you will be charged in full for the reservation. To avoid being charged as a no-show, do not leave your location without contacting T2M by phone.

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