Travel Policies
Last updated: March 20, 2026
Transparent policies for a seamless experience. No hidden fees, no surprises. Read through our guidelines so you know exactly what to expect when riding with NOVAHUB.
1. Cancellation Policy
| Timeframe | Fee |
|---|---|
| More than 24 hours before pickup | Free cancellation — full refund |
| 12–24 hours before pickup | 25% of quoted fare |
| Less than 12 hours before pickup | 50% of quoted fare |
| No-show | 100% of quoted fare |
Exceptions: Cancellations due to flight cancellations, severe weather, or force majeure events are fully refunded regardless of timing. Please notify us as soon as possible.
2. Luggage Policy
- Standard allowance: Up to 2 large suitcases + 2 carry-on bags per booking (up to 4 passengers).
- Larger groups (5–7 passengers): Luggage space is limited. Please notify us at booking so we can plan accordingly.
- Oversized items: Golf bags, surfboards, ski equipment, and strollers are accommodated at no extra charge — just let us know in advance.
- Excess luggage: If your luggage exceeds vehicle capacity, we may need to arrange a second vehicle. You will be notified and quoted before confirmation.
Tip: When booking, include the number and type of bags in the notes field. This helps us prepare the vehicle and avoid delays at pickup.
3. Wait Time Policy
| Pickup Type | Free Wait Time | After Grace Period |
|---|---|---|
| Airport pickups | 30 minutes after flight lands | $1.50/minute |
| Cruise port pickups | 30 minutes after ship docks | $1.50/minute |
| Hotel / residential | 15 minutes from scheduled time | $1.50/minute |
| Corporate / event | 15 minutes from scheduled time | $1.50/minute |
- For airport pickups, we track your flight in real time. If your flight is delayed, your pickup adjusts automatically — no charge.
- Your driver will contact you via text or WhatsApp when they arrive at the pickup location.
- If you need extended wait time (e.g., customs, delayed baggage), let your driver know — we'll work with you.
4. Pet Policy
- Small pets (under 25 lbs / 11 kg) are welcome at no extra charge when transported in a carrier.
- Medium to large pets are accepted with prior notice. A $25 cleaning fee applies.
- Service animals are always welcome at no charge, in compliance with ADA regulations. No carrier required.
- All pets must be well-behaved and under the owner's control at all times.
- The passenger is responsible for any damage caused by their pet during the ride.
Please inform us at booking if you're traveling with a pet so we can prepare the vehicle with protective covers.
5. Minors (Unaccompanied)
- Under 12 years old: Must be accompanied by a parent or legal guardian. No exceptions.
- Ages 12–17: May travel unaccompanied with a signed parental consent form.
- The consent form must include: parent/guardian name, phone number, pickup/drop-off addresses, emergency contact, and signature.
- Child car seats: Available upon request for children under 5 years old. Please mention at booking. Florida law requires car seats for children under 5.
- NOVAHUB reserves the right to refuse service if a minor does not meet these requirements.
6. Additional Stops
| Stop Type | Fee | Wait Time Included |
|---|---|---|
| Quick stop (gas station, ATM, pharmacy) | $10 per stop | 5 minutes |
| Standard stop (hotel pickup, restaurant, store) | $15 per stop | 10 minutes |
| Extended stop (shopping, meeting, appointment) | $25 per stop | 30 minutes |
- Planned stops should be communicated at booking for accurate pricing.
- Unplanned stops during the ride are subject to availability and driver discretion.
- Wait time beyond the included amount is charged at $1.50/minute.
- Stops that significantly alter the route may result in a revised fare.
7. Vehicle Conduct
- Seatbelts must be worn at all times — Florida law.
- No smoking, vaping, or use of illegal substances in the vehicle.
- No open containers of alcohol (Florida open container law).
- Passengers are responsible for any damage to the vehicle interior, including stains, tears, or broken equipment.
- A cleaning fee of $50–$200 may apply for excessive mess or damage.
8. Payment Methods
- Accepted: All major credit cards (Visa, Mastercard, Amex), cash, Zelle, Venmo, Apple Pay.
- Corporate accounts: Monthly invoicing with net-30 terms available for qualified businesses.
- Payment is due at the end of the ride unless otherwise arranged.
- All prices quoted are final — no surge pricing, no hidden fees. Tolls and parking are included unless stated otherwise.
- Gratuity is not included and is always at your discretion.
9. Lost & Found
- If you leave an item in the vehicle, contact us within 24 hours at +1 (813) 610-0879.
- We will make every reasonable effort to locate and return your belongings.
- Items held for up to 14 days. A $15 delivery fee may apply for item returns.
- NOVAHUB is not responsible for items left in the vehicle beyond our reasonable recovery efforts.
10. Safety & Insurance
- NOVAHUB is fully licensed with the Florida Department of Transportation (FDOT).
- All vehicles carry commercial liability insurance.
- All drivers are background-checked, drug-tested, and professionally trained.
- Vehicles are inspected and maintained on a regular schedule.
- NOVAHUB is not liable for delays caused by traffic, construction, weather, or other circumstances beyond our control.
Questions about our policies? We're here 24/7.
Call +1 (813) 610-0879See also: Terms of Service · Privacy Policy