Customer Booking & Ride Policies

Customer Booking & Ride Policies

Palmetto State Rides LLC (“PSR”) is a scheduled-ride and tour service based in the Upstate South Carolina area. To keep every trip safe, clear, and fair for both riders and drivers, all customers agree to the policies below when booking or riding with PSR.

1. How Booking Works

  • Scheduled Rides Only: PSR is not an on-demand rideshare service. All trips must be scheduled in advance through the PSR website, booking forms, or approved integrations.
  • Accurate Information: You are responsible for providing correct pickup and drop-off locations, dates, times, and contact information.
  • Time-Block System: Most rides are booked in time blocks (for example: 15, 30, 45, or 60 minutes). Your booking confirmation will show the block you selected and the estimated time covered.
  • Preferred Driver Requests: When available, PSR will match you with your preferred driver. If that driver is unavailable, another qualified PSR driver may be assigned to complete your ride.
  • Group Size & Luggage: Please select the vehicle type (Standard, XL, Van, or Tour Vehicle) that matches your group size and luggage. If your party exceeds the booked capacity, the driver may decline the trip or additional charges may apply.

2. Pricing & Payments

  • Transparent Flat Pricing: Pricing is based on time blocks, vehicle type, and any published surcharges (such as late-night, holiday, or special event pricing). Approximate totals are shown before you confirm your booking.
  • Card Payments Only: Trips are paid through PSR’s secure online payment system. Cash payments or private side deals with drivers are not permitted.
  • Additional Time: If your ride runs longer than the scheduled time block, additional time may be billed in extra blocks or per-minute increments according to the rate in effect at the time of your ride.
  • Tolls, Parking & Third-Party Fees: Any tolls, parking, venue, or entry fees are the customer’s responsibility and may be added to the final total when applicable.
  • Tips: Gratuities are optional but appreciated. Tips go directly to your driver.

3. Cancellations, Changes & No-Shows

  • Standard Cancellations: You may cancel or modify your ride up to a specified cutoff time before pickup (the current cutoff will be listed on the booking form and confirmation email).
  • Late Cancellations: Cancellations made after the cutoff time may be subject to a late-cancellation fee, up to the value of the first time block booked.
  • No-Shows: If the driver arrives at the pickup location and the rider does not show or cannot be contacted within the driver’s wait-time window, the trip may be marked as a no-show and the full first block may be charged.
  • Schedule Changes: Changes to pickup time, location, or destination are subject to driver and vehicle availability. Additional time or distance may result in price adjustments.

4. Driver Arrival & Wait Time

  • On-Time Arrival: Drivers make every reasonable effort to arrive on or before the scheduled pickup time. Traffic, weather, and road conditions may affect arrival time.
  • Grace Period: A short grace period is typically included (e.g., a few minutes after your booked time); after that, wait-time charges may apply according to current PSR rates.
  • Customer Responsibility: Please be ready to depart at the scheduled time and keep your phone available so your driver can contact you if needed.

5. Safety, Cameras & Conduct

  • In-Vehicle Cameras: Many PSR vehicles use interior or exterior recording devices for safety, training, and quality control. By riding with PSR, you consent to passive audio/video recording as permitted by law.
  • Seat Belts: All passengers must wear seat belts where available and required by law.
  • Prohibited Behavior: Harassment, threats, discrimination, illegal activity, or behavior that makes the driver or other passengers feel unsafe is strictly prohibited. Drivers may end a trip or contact law enforcement if necessary.
  • Food, Drink & Cleanliness: Light snacks and drinks may be allowed at the driver’s discretion. Spills, stains, or damage to the vehicle may result in a cleaning or damage fee.
  • Alcohol & Substances: Open container and controlled substance laws must be followed at all times. Drivers may refuse or terminate trips if a situation violates law or company policy.
  • Children & Car Seats: Riders are responsible for providing and properly installing any legally required child seats or restraints.

6. Cleaning Fees

To protect our drivers and maintain high-quality vehicles, PSR may apply cleaning fees when a vehicle requires extra cleaning beyond normal use.

  • Standard Cleaning Fee: Applied for spills, food or drink messes, mud, dirt, sand, or trash left behind that requires extra cleaning time.
  • Severe Cleaning Fee: Applied for extensive messes requiring professional detailing (such as heavy stains, bodily fluids, or strong odors) and may include biohazard-level cleanup.
  • Smoking/Vaping Fee: Smoking or vaping in the vehicle is strictly prohibited. A fee may apply if there is smoke odor, ashes, or burns inside the vehicle.
  • Assessment Process: Drivers document cleaning issues with photos or video and submit a report to PSR administration for review.
  • Billing: Cleaning fees are charged directly to the payment method used for the ride after review and confirmation. Customers will receive notice and may request documentation.

These fees help ensure every rider enjoys a safe, comfortable, and clean environment.

7. Damage & Repair Costs

Any damage caused by a customer or a member of their party may result in repair charges. These fees ensure that vehicles remain safe, professional, and available for future riders.

  • Interior Damage: Rips, tears, broken handles, broken cup holders, damaged seatbelts, cracked interior panels, broken chargers, or damaged electronics may incur repair or replacement costs.
  • Exterior Damage: Dents, scratches, broken mirrors, door damage, or any exterior harm caused by the customer may be billed to the payment method on file after review.
  • Severe Damage: If a customer’s actions cause major harm to the vehicle (interior or exterior) requiring professional repair or bodywork, PSR may charge the full repair amount as determined by a licensed repair facility.
  • Professional Estimates: PSR may use dealership repair estimates or certified body shop quotes to determine actual repair cost. Customers may request a copy of the estimate used for billing.
  • Vehicle Downtime (“Loss of Use”): If a vehicle must be taken out of service for repairs due to customer-caused damage, PSR may apply a reasonable loss-of-use fee for time the vehicle is unavailable for other rides.
  • Documentation: Drivers will document damage using photos, video, and an incident report submitted to PSR administration for review.
  • Billing: Once reviewed and confirmed, damage costs will be charged to the payment method used for the ride. Customers will receive notification and documentation of the charges.

This policy ensures that PSR vehicles remain clean, safe, and professionally maintained for all passengers.

8. Special Trips, Tours & Events

  • Packages & Tours: Certain trips (wine tours, scenic routes, concerts, special events, etc.) may have custom pricing, minimum time blocks, and specific rules. These details will be shown on the dedicated package page and in your confirmation email.
  • Multiple Stops: Multi-stop itineraries should be provided in advance. Significant changes during the ride may require extra time blocks or additional charges.
  • Return Rides: When available, PSR may offer a streamlined option to book a return ride with the same or another driver, subject to scheduling and availability.

9. Referral Program & Promotions

  • Referral Codes: From time to time, PSR may provide referral codes or promotions. Each offer will include specific terms (discount amount, eligible rides, expiration date, etc.).
  • Fair Use: Referral codes may not be sold, duplicated, or misused (including self-referrals using fake accounts). PSR may revoke or adjust incentives in cases of suspected abuse.
  • Stacking Discounts: Unless stated otherwise, referral codes and promotions may not be combined with other offers.

10. Charity of the Month

PSR supports a Driver Charity of the Month program. In many cases, a portion of PSR revenue is donated to the featured charity. These contributions are made by PSR and do not increase your fare. Charities and contribution details may change over time and will be announced through PSR channels.

11. Lost & Found

  • Items Left in Vehicles: If you believe you left an item in a PSR vehicle, please contact us as soon as possible with your ride details.
  • No Guaranteed Recovery: PSR is not responsible for lost, stolen, or damaged personal belongings but will make reasonable efforts to assist in recovery.
  • Pickup or Delivery of Found Items: Returning found items may require a scheduled trip or delivery fee, depending on distance and driver availability.

12. Delays, Weather & Service Limitations

  • Traffic & Road Conditions: Travel times are estimates. PSR is not liable for delays caused by traffic, construction, accidents, road closures, or other conditions outside our control.
  • Severe Weather: In unsafe weather conditions, rides may be delayed, modified, or canceled. Safety of passengers and drivers always comes first.
  • Right to Refuse Service: PSR and its drivers may decline or discontinue service in situations that are unsafe, unlawful, or violate this policy.

13. Privacy & Data Protection

PSR respects your privacy. Booking and contact information is collected for the purpose of scheduling rides, processing payments, and providing customer support. We do not sell your personal information to third parties. For full details, please review our Privacy Policy.

14. Agreement & Policy Updates

By booking or riding with Palmetto State Rides, LLC, you confirm that you have read, understood, and agree to these Customer Booking & Ride Policies, as well as our Terms & Conditions and Privacy Policy.

PSR may update these policies from time to time to reflect changes in services, pricing, or legal requirements. The latest version will always be available on this page. Continued use of PSR services after changes are posted constitutes acceptance of the updated policy.

15. Contact & Support

If you have questions about a ride, billing, or these policies, please contact us:

Thank you for choosing Palmetto State Rides. We look forward to serving you.

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