Cancellation & Refund Policy

1. Overview

This Cancellation & Refund Policy explains how cancellations, changes, no-shows, and refunds are handled for transportation services booked with Elite Safe Ride LLC, operating as Sylver ("Sylver", "we", "us", or "our"). By completing a booking, you ("the passenger", "you") agree to the terms below.

We have built this policy to be fair to passengers while protecting the drivers and scheduling commitments that make reliable, on-time service possible. A reserved ride holds a vehicle, a professional chauffeur, and a time slot that we are unable to offer to another passenger.

This policy forms part of our Terms & Conditions and is incorporated into them by reference. Section 6 of the Terms summarises the same cancellation fee schedule set out below. Should the two ever differ, the Terms & Conditions govern.

2. How to Cancel or Make Changes

The fastest and most reliable way to cancel or change a ride is in the Sylver app. Open the ride and choose Cancel: the app shows you any fee that applies before you confirm, and the cancellation is recorded the moment you tap.

If you cannot get to the app, use any of these:

• Call or text our dispatch line at (954) 204-2179.
• Message your chauffeur in the app, once one has been assigned to your ride.
• Email info@sylverway.com.

The cancellation time is the moment you cancel in the app, or the moment dispatch receives your request through one of the channels above — not the time you intended to send it.

3. Cancellation Fees

For most point-to-point and scheduled rides, cancellation fees are based on how far in advance you cancel relative to your scheduled pickup time:

• More than 1 hour before pickup — no charge. Any amount held or charged is refunded in full.
• Within 1 hour of pickup, through 15 minutes after the scheduled pickup time — 35% of the fare, up to a maximum of $60. The remaining balance is refunded.
• More than 15 minutes after the scheduled pickup time, including no-shows — 50% of the fare, up to a maximum of $100. The remaining balance, if any, is refunded.

Cancellation fees are a percentage of the ride fare and never exceed the stated maximum. The fee is calculated on the fare only — tips are never charged on a cancelled ride.

4. Airport Pickups & Flight-Tracked Rides

Airport arrival pickups are tied to live flight data, so they are handled with extra flexibility:

• Flight delays: We track your flight in real time and move your pickup automatically, at no extra charge. Your pickup time is set from the actual landing time plus an allowance for deplaning and baggage — between 10 and 45 minutes, depending on whether the flight is domestic or international and whether you told us you have checked bags. Your chauffeur then waits a further 15 minutes from that adjusted pickup time.
• Flight cancellations and diversions by the airline: You do not need to do anything. When our flight tracking sees that your airline has cancelled or diverted your flight, your ride is cancelled with no fee and a full refund, automatically, even inside the standard fee window. If you booked without a flight number, call dispatch and we will do the same.
• Extended wait time: We do not bill wait time by the hour or by the minute. If we still cannot reach you once the included wait described above has elapsed, the ride is handled as a no-show under Section 5 rather than metered. Contact dispatch before that point and we will almost always work with you.

5. No-Show Policy

A "no-show" occurs when the passenger cannot be located at the pickup location and does not respond to contact attempts within the grace period below.

Grace periods

• Standard pickups (home, hotel, office, cruise terminal, and similar): 15 minutes after the scheduled pickup time.
• Airport pickups: 15 minutes after your flight-adjusted pickup time — in practice between 25 minutes and one hour after your flight lands, depending on the deplaning allowance described in Section 4.

During the grace period, your driver will attempt to reach you using the phone number and any in-app messaging on the booking. If you cannot be reached and located by the end of the grace period, the ride is recorded as a no-show and is charged at 50% of the fare, up to a maximum of $100. The same charge applies to any ride cancelled more than 15 minutes after the scheduled pickup time.

If you are running late or cannot find your driver, contact dispatch immediately. We will almost always work with you — but we can only do so if we hear from you before the grace period ends.

6. Changes & Rescheduling

We are glad to accommodate changes to a booking whenever possible:

• Time, date, or address changes requested more than 1 hour before pickup are made free of charge, subject to driver and vehicle availability.
• Changes requested within 1 hour of pickup are accommodated when possible, but cannot be guaranteed and may be treated as a cancellation and re-booking if a different vehicle or driver is required.
• A change that significantly increases the trip distance, duration, or number of stops may adjust the fare. Any fare difference will be quoted before the change is confirmed.
• Rescheduling a ride to a new date or time is not charged a cancellation fee, provided the request is made more than 1 hour before the original pickup.
• If your card has already been authorized or charged and you want to move the ride more than seven days into the future, we cancel and rebook it rather than reschedule it. You receive a full refund, and the new ride is booked at the price in effect for its new date and time.

7. Cancellations by Sylver

In rare circumstances we may need to cancel a confirmed booking — for example, due to a vehicle issue, a driver emergency, or unsafe conditions. If we cancel your ride:

• You will receive a full refund of any amount held or charged.
• We will make every reasonable effort to arrange an alternative vehicle or a comparable replacement.
• We are not liable for incidental or consequential costs (such as missed flights, missed events, or connecting transportation) beyond the refund of the fare. We strongly recommend allowing adequate time for all travel.

8. Severe Weather & Events Beyond Our Control

Safety is never negotiable. In the event of hurricanes, flooding, road closures, civil emergencies, or other conditions beyond our reasonable control ("force majeure"), a ride may be cancelled or delayed in the interest of passenger and driver safety. Rides cancelled by Sylver for these reasons are fully refunded. If you choose to cancel during a declared severe-weather event, the cancellation fee may be waived at our discretion — please contact dispatch.

9. How Payments & Refunds Work

To explain why refund timing varies, it helps to understand how we process payment:

• At booking: your card is securely saved. No charge and no hold are placed at this stage.
• About 24 hours before your ride: a pre-authorization hold for the fare is placed on your card.
• After the ride is completed: the final amount, including any tip you choose to add, is captured.

Refunds and the release of holds are processed back to the original payment method. Once we issue a refund or release a hold, it typically appears within 5 to 10 business days, depending on your bank or card issuer. Sylver does not control that processing time.

If a cancellation fee applies, only the fee is retained and the remainder is refunded. Tips are never charged on a cancelled ride.

10. Disputes & Chargebacks

If you believe a charge is incorrect, please contact us first at info@sylverway.com or (954) 204-2179. The vast majority of billing questions are resolved quickly and directly. We ask that you allow us the opportunity to review and correct any genuine error before initiating a card dispute or chargeback, as chargebacks filed without contacting us first delay resolution for everyone.

11. Policy Updates

Sylver may update this Cancellation & Refund Policy from time to time. The policy in effect at the time you complete your booking is the policy that applies to that booking. The current version is always available at sylverway.com/cancellation.html, and the effective date is shown at the top of this page.

12. Contact Us

Questions about a cancellation, a change, or a refund? Our dispatch team is here to help.

Elite Safe Ride LLC — operating as Sylver
Phone / Text: (954) 204-2179
Email: info@sylverway.com
Web: sylverway.com
Service area: South Florida