Service Terms & Conditions


Cancellations, No shows and Change

Cancellation Policy

  • To avoid cancellation fees, customers must notify an Kenelo customer service representative of a cancellation at least 2 hours in advance for Manhattan pickups and at least 3 hours in advance for pickups outside of Manhattan.
  • Full fare rates plus gratuity and all applicable fees and taxes will be charged unless vehicle is cancelled within the guidelines listed above.
  • Cancellations are accepted by email at or by phone at 914.361.4388 or 800.361.2574.


No Shows

  • If Kenelo is unable to contact the passenger or related contact person after 45 minutes of the scheduled pickup time, based upon the information on the reservation, the ride will be considered a no show and will be cancelled.
  • A no-show fee equal to full fare rates of the trip, plus any gratuity, tolls, parking and all applicable fees and taxes, will be charged when the passenger(s) fails to arrive at the designated location. To avoid a no-show fee, call 914.361.4388 or 800.361.2574, or e-mail us at


Change Policy

  • Kenelo requires that all changes be received by phone, email, or through our online reservation system at least 3 hours prior to pickup. If a change made less than 3 hours prior to pickup cannot be accommodated, the resulting cancellation may cause a full or partial charge to the customers.
  • Kenelo requires that all changes be received by phone, e-mail or through our website at least three hours prior to pick-up. If a change made less than three hours prior to pick-up cannot be accommodated, the resulting cancellation will cause the total trip cost charge to the customer.


Garage-to-Garage Calculations

Garage-to-garage charges are calculated by applying the applicable hourly rate from the time the chauffeur departs the garage to begin service until the chauffeur concludes service and returns to the garage. The minimum number of billable hours appears in the estimate. However, in some cases, the actual billable hours may exceed the minimum.


Wait Time-Stop Time

Airport Transfer

  • Domestic Arrivals – Grace period of up to 30 minutes
    International Arrivals – Grace period of up to 30 minutes
  • Waiting time beyond the grace period will incur the transfer base charge plus the hourly charge prorated in 15 minute intervals, based on the vehicle’s hourly rate.


Private Airport or FBO Arrivals

We do not provide a grace period, as our chauffeur will be on site 30 minutes prior to the pickup time.


Plane Diversion Policy

Kenelo cannot be held liable for extra charges incurred due to flight diversions. If a diversion occurs, please try to contact our 24-hour Dispatch Department at 800.361.2574 at your earliest opportunity once the flight has landed to let us know if you wish your vehicle to wait at your destination or be released. We will also attempt to make contact with the passenger or the person who made the reservation to obtain instructions. If no contact is possible, the chauffeur will wait until the flight arrives, and we will charge accordingly, including any wait time. In the event that the chauffeur is already at the airport when the flight is diverted and he/she is eventually released by the passenger, the charge will be the rate from the airport to our base plus waiting time, tolls, and parking fees where applicable.


Extra Stops

  • Customers are allowed to make one stop which does not exceed fifteen (15) minutes during a transfer. If the stop exceeds fifteen (15) minutes, the customer will be charged the transfer base rate plus the hourly charge for the vehicle in fifteen (15) minute increments up to forty-five (45) minutes (rounded up) for the time that the chauffeur waits. If there is more than one stop, or if the one stop lasts more than forty-five (45) minutes, then the trip will convert to an hourly charge.
  • Stops in the same town or airport are $25.00 each and out-of-town stops are $30.00 each.


Point-to-Point Transfer

A fifteen (15) minute grace period is allowed on pickups other than at an airport. After the grace period, waiting time charges will apply. Waiting time charges are accrued in quarter hour increments, based on the vehicle’s hourly rate.


Surface Transportation Charge (STC)

STC is a surcharge based upon various overhead expense items, some of which may not relate to the specific trip. The STC is always calculated as a flat percentage of the base rate.


Fuel Surcharge

For sedan, limousine, and SUV services in the United States, the fuel surcharge is calculated based on the Energy Information Agency's (EIA's) published fuel pricing forecasts. Quoted amount may differ from billed amount, based on forecast in effect when services are provided.


Early Morning Surcharge

Trips that are scheduled for pickup between 11:30pm and 5:45am incur an additional $20.00 flat fee that goes entirely to the chauffeur.


Holiday Surcharge

Trips on the holidays listed below incur an additional $20.00 flat fee that goes entirely to the chauffeur:

  • Christmas Eve (starting at 4pm)
  • Christmas Day
  • Easter Sunday
  • New Years Eve (starting at 4pm)
  • New Years Day
  • Independence Day (July 4th)
  • Memorial Day
  • Labor Day
  • Thanksgiving Day


All rates are subject to change without notice.