MS Transportation Supplemental Terms and Conditions

Important Note!

These Supplemental Terms and Conditions supplement and are hereby incorporated into MS Transportation’s Terms of Use and apply to all customers (“Riders”) who use the MS Transportation Services to purchase or obtain transportation services.

1.Reservations

Placing a Reservation: It is recommended that you make a reservation as soon as your itinerary is confirmed. If you book an airport transfer within 24 hours before the ride or a charter within 48 hours (in some regions, within 72 hours), an expedited service fee will be applied (specific details can be found in the pricing standards and rules).

When placing an order, please provide accurate travel details including:

•Travel date

•Flight/train/cruise number

•Pickup time

•Airport/station information

•Pickup/drop-off locations

•Passenger names

•Contact details

•Number of passengers

•Number of children (include age, weight, height, and whether a child car seat is needed)

•Luggage quantity and dimensions (default luggage standard is 24 inches, larger luggage exceeding 24 inches is counted as 2 pieces)

•Pets/service animals

If you have any special requirements, please mention them in the notes section (such as requiring a Hindi/Urdu-speaking driver). We will make reasonable efforts to accommodate these requests but make no guarantees.

Reservation Confirmation : After successfully placing and paying for your order, the MS Transportation platform will promptly send you relevant travel information (driver contact details, etc.). Please carefully check the contact method (e.g., email or text) you provided during booking for your booking confirmation. If you are overseas without roaming, you might not receive text messages; please pay attention to your email. (We recommend that you only provide us with contact methods that you will have access to while traveling abroad to ensure we are able to contact you.) Twenty-four (24) hours before your travel, your driver will confirm the specific itinerary with you. If the driver does not contact you before your trip, please proactively reach out to the driver or customer service to ensure a smooth journey.

Your driver will strictly follow the details of the confirmed booking. If you find a mistake or wish to make any modifications to your booking, you must inform customer service as soon as possible. The driver reserves the right to refuse requests for deviations from the confirmed booking, and no fees will be refunded.

2. Availability; Other Fees

Normal service hours are 08:00 to 22:00 local time. Service during the nighttime hours (22:00-8:00) incurs a nighttime service fee. Please contact customer service to inquire about nighttime service. Additional charges apply for value-added services such as airport pick-up with a sign, assistance with hotel check-in, ticket assistance, child safety seats, etc. Likewise, if the actual duration of service exceeds the stipulated service duration, overtime fees will apply. Unless your booking includes unlimited mileage, if the actual mileage traveled exceeds the stipulated service mileage, excess mileage fees will apply. Please contact customer service to request more information about specific fees.

3. Order Modification

Generally :Order modifications are limited to passenger names, contact numbers, number of passengers, and luggage count (subject to the originally ordered vehicle’s capacity). If you need to make any other changes to your order, you must cancel the original order and place a new order with the modifications. The price for your booking will be based on the new order (prices may vary based on peak/off-peak seasons or exchange rate fluctuations). If an order qualifies for a free modification, one free modification is allowed. Modification of Add-On Services :Within 24 hours before the main order’s service start time, modifications can be made to add-on services or change the name on the pick-up sign, or the specifications of child seats. However, losses incurred by drivers due to modifications (such as non-returnable child seats) remain your responsibility. Modifications may result in a change of driver service.

4. Airport/Train/Port Transfer Services

Waiting Time :Transfer services for arrivals (airport, train station, and port transfer) include a free waiting period of up to 60 minutes after the scheduled flight landing/train or cruise arrival time. Transfer services for departures include a free waiting period of up to 15 minutes after the scheduled pick-up time. Additional fees apply if the allotted free waiting period is exceeded.

Buffer Time: International arrivals include 30 minutes of buffer time. Local flights do not include any buffer time; if buffer time is needed, please choose buffer time with your booking (max. 2 hours). Your driver’s waiting time starts from actual fight time plus buffer time. For example, if your flight arrival time is 9:00 am, and you have a 30-minute buffer time, your driver’s waiting time (60 minutes) starts at 9:30 am.

Flights Delays: Flight delays that cause you to arrive more than 2 hours after your scheduled arrival time may require you to reschedule your transfer service. If your driver is unable to pick you up as scheduled, your order will be cancelled without charge.

Meet-and-Greet Arrival Service: Please request meet-and-greet arrival service with your booking reservation. Meet-and-greet arrival service is subject to availability and airport policies. If meet-and-greet is not possible at the arrival gate, we will send you a different meeting point where you will be able to locate your driver.

5. Intercity Transfer and Point to Point Transfer

Waiting Time: Intercity transfers and point-to-point transfers include a free waiting period of 15 minutes after the scheduled pick-up time. Additional fees apply in case of exceeding the waiting period.

Change of Destination due to Road Closures: If your destination cannot reasonably be reached due to road closures, traffic conditions, or other circumstances, the driver reserves the right to deliver you to another nearby location.

6. Extra Stops

You may request additional stop during a ride. Accommodating additional stops is at the driver’s discretion. Additional charges may apply based on the number of stops, time, and distance from the original route.

7. Hourly Booking/Private Tour

Hourly bookings and private charters are billed based on the amount of time reserved. Additional charges may apply for exceeding the reservation time. Hourly bookings and private charters include unlimited mileage.

8. Child Seats

Child safety seats must be requested at the time of booking. One (1) child safety seat will be provided at no extra charge; additional child safety seats may incur an additional service fee. Child safety seat requests received after the time of booking will be fulfilled subject to availability. No refunds or cancellations will be given if a driver is unable to provide service upon arrival because an insufficient number of child safety seats were requested.

9. Fees; Payment

MS Transportation fees include: vehicle usage fee, fuel cost, driver service fee (tips), meal allowance, accommodation allowance, parking fee (driver does not need to accompany throughout), toll fees, entry fees, congestion fees, deadhead fees, etc. However, it does not include additional fees such as overtime fees, excess mileage fees, nighttime service fees, child seat fees, urgent fees, holiday fees, and other fees that may be charged based on actual circumstances.

MS Transportation reserves the right to adjust prices based on holidays, local holidays/events, demand, and congestion at the destination. Holidays include but are not limited to: Spring Festival, Lantern Festival, Mid-Autumn Festival, National Day, summer vacation, New Year’s Day, Labor Day, Dragon Boat Festival, Christmas, Thanksgiving, etc.

The fees paid for services provided by transportation service providers will be invoiced to you by the transportation service provider. The transportation service provider will issue a value-added tax electronic invoice based on the actual payment amount. If needed, please contact customer service within 30 days after the completion of the trip to process the invoice.

10.Fee Disputes

MS Transportation will resolve charge disputes based on the following policy:

For both personal and corporate profiles, all charges applied to a Rider’s payment method will be considered correct. Any charge dispute must be filed within 14 days of the date of the charge. Copies of all applicable financial statements showing the disputed charges or items must be mailed to MS Transportation at: refund@elifelimo.com. All disputes initiated after the 14-day dispute window will be considered final and non-refundable.

This Section 7 provides your sole and exclusive remedy for charge disputes.

11. Damage to Transportation Vehicles; Cleaning Fees

Riders will be exclusively liable for any damage or other harm caused to a transportation vehicle or driver during a ride, as well as any fines and legal fees resulting from the damages made to the vehicle or driver. You acknowledge and agree that each driver reserves the right to terminate or end a ride early to avoid harm or threatened harm to the vehicle or the driver, or in the event of Rider misconduct.

All vehicles are non-smoking. Any signs of smoking in a vehicle will result in a minimum mandatory $250.00 cleaning fee. Drivers reserve the right to terminate any trip early if any passenger smokes in the vehicle; in which case, all fees will be non-refundable.

A cleaning fee of up to $200.00 may be charged if you leave any trash, unsanitary debris, vomit, or spills in the vehicle.

12.No Shows

If a Rider has not appeared by the expiration of the applicable free waiting period, the driver will attempt to contact the Rider using the Rider’s provided contact information to arrange additional waiting time. If a Rider cannot be reached to approve additional waiting time, the service will be considered a “No Show.” No Shows are reported to our help center, and Riders remain responsible for the full, non-refundable ride fee.

13. Numbers of Passengers

You are solely responsible for reserving a vehicle category with sufficient seats for all passengers and with sufficient cargo space for all luggage. Please ensure that you choose a vehicle category with sufficient capacity your party and baggage, as drivers must strictly adhere to the vehicle’s stated passenger and cargo limits.

14. Vehicle Categories

When you book a reservation, you will be asked to choose a vehicle category (e.g. “Sedan”, “Business Sedan”, “Minivan”, “Business Minivan”, “Minibus” or “Bus”). We are unable to accommodate requests for specific car models at this time. The vehicle images shown on MS Transportation’s website are for illustrative purposes only and not connected with any right to a particular vehicle model for the booked vehicle category, as differences may occur (especially in international services).

We recommend that you reserve your vehicle at least 24 hours in advance for a wider selection of vehicle categories. Bookings made less than 24 hours in advance are subject to availability and may have a more limited selection of available vehicle categories. If you have a confirmed reservation and your chosen vehicle category becomes unavailable, MS Transportation reserves the right to upgrade your reservation to a higher category vehicle at no extra charge (e.g., we may upgrade you from the “Sedan” vehicle class to “Business Sedan” or “Minivan”).

15. Pet and Service Animals

Pets and service animals may be transported in the reserved vehicles at no additional charge. However, please note that each pet/service animal counts toward the vehicle’s passenger allowance. For example, if you have reserved a 5-passenger vehicle and will be transporting 2 pets, the vehicle only has room for 3 human passengers (5-person capacity – 2 pets = 3 seats open). If you will be accompanied by pets/service animals, you must notify your driver at the time of booking your reservation or at least as soon as possible thereafter.

16. Cancellations

Cancellation Requests for Airport Transfers and Single-Trip Orders:

(1) 7-seater and below vehicle models

Cancellation requests must be received at least 24 hours before scheduled pick up time to qualify for a full refund. Cancellation requests received less than 24 hours before scheduled pick up time will be charged in full and will not receive any refund. Please allow 5 to 7 business days to receive your refund after your cancellation request has been received.

(2) 8-14 seater vehicle models

Cancellation requests must be received at least 48 hours before scheduled pick up time to qualify for a full refund. Cancellation requests received less than 48 hours before scheduled pick up time will be charged in full and will not receive any refund. Please allow 5 to 7 business days to receive your refund after your cancellation request has been received.

(3) 16-seater and above vehicle models

Cancellation requests must be received at least 14 days before scheduled pick up time to qualify for a full refund. Cancellation requests received less than 14 days but more than 7 days before schedule pick up time will receive a partial refund equal to 50% of the full booking value. Cancellation requests received less than 7 days before scheduled pick up time will not receive any refund. Please allow 5 to 7 business days to receive your refund after your cancellation request has been received.

Cancellation Requests for Charter Orders:

Cancellation requests must be received at least 48 hours before scheduled pick up time to qualify for a full refund. Cancellation requests received less than 48 hours before scheduled pick up time will be charged in full and will not receive any refund. Please allow 5 to 7 business days to receive your refund after your cancellation request has been received.

Cancellation Requests Due to Flight Cancellation, Natural Disaster, etc.:

If the flight specified in your reservation is cancelled, or a natural disaster prevents you from traveling, we will provide a full refund for any associated ride booking that is no longer needed as a result of the flight cancellation or natural disaster. You must contact customer service immediately to cancel the order. While the order cancellation is free, any additional costs (such as non-refundable hotel fees) incurred remain your responsibility.

Cancellation Requests for Add-On Services:

Cancellation requests must be received at least 24 hours before scheduled pick up time to qualify for a full refund. However, unavoidable costs and expenses incurred by drivers due to cancellations (such as non-returnable child seats) remain your responsibility.

17. Baggage and Lost or Misplaced Items

It is your responsibility to check the vehicle thoroughly prior to exiting for all your personal belongings. MS Transportation will take reasonable steps to ensure that any lost or misplaced items are secured and retrieved, but MS Transportation does not assume any liability or responsibility for the handling or maintenance of any baggage, personal effects, or other property that you or any other passenger leaves in a vehicle.

18. Safety Belts

MS Transportation requires its passengers to comply with all local laws and regulations regarding safety belts and other safety equipment.

19. Customer Service

Please contact customer service immediately if you encounter any issues during the service. Any complaints must be received within 30 days of the date of service; complaints submitted after this period will not be processed.