Terms & Conditions

• By requesting, booking, or paying for any reservation with My Shuttle, you agree to and are bound by these Terms and Conditions.

• You must be at least 18 years of age to make a reservation.

• You are responsible for providing accurate and complete flight details, contact information, pickup and drop-off addresses, passenger count, and luggage details. My Shuttle is not liable for service failures resulting from inaccurate or incomplete information provided by you.

• All rides are private and reserved exclusively for your booking party unless a shared ride has been arranged in advance and confirmed in writing.

• Routing, timing, and vehicle capacity are dedicated to your reservation and are not shared with other parties without your prior agreement.

• Reservations, quotes, changes, and payments are processed through the My Shuttle booking portal powered by Moovs. Rates, fees, and quotes are subject to change until a reservation is confirmed.

• A valid payment card is authorized and/or charged at the time of booking.

• For corporate and large-group bookings, the cardholder's name and a matching photo ID may be required at pickup.

• Fares are quoted exclusive of gratuity. If no gratuity is provided, a default gratuity of 20% of the fare will be added to the reservation.

• Approved refunds are issued to the original payment method within 5 to 10 business days.

• Cancellations made 24 or more hours before the scheduled pickup time will receive a full refund.

• Cancellations made less than 24 hours but 12 or more hours before the scheduled pickup time will receive a 25% refund (a 75% charge of the total fare).

• Cancellations made less than 12 hours before the scheduled pickup time will be charged 100% of the total fare.

• All cancellations and changes must be submitted in writing through the Moovs customer portal, the app, or by email to info@myshuttleutah.com. Verbal cancellations by phone or text will not be accepted.

• Date and time changes may be made free of charge up to 24 hours before the scheduled pickup time through the customer portal. Changes requested inside that window may be subject to a modification fee or a re-quote of the fare.

• At the scheduled pickup, the driver will wait 15 minutes at the designated pickup point and will attempt to reach you by phone and text message.

• If you fail to appear within 15 minutes and cannot be reached, the reservation will be treated as a no-show and charged at 100% of the total fare with no refund.

• You are responsible for being ready at the scheduled pickup time. Wait time beyond the included period may be charged in accordance with Section 8.

• Trip confirmations, updates, and pickup adjustments are sent by SMS and email through the Moovs platform. You are responsible for monitoring these messages and for keeping your contact and flight information current.

• My Shuttle monitors booked flights and will automatically adjust pickup times to accommodate reasonable flight delays or early arrivals at no additional charge, up to 2 hours. Adjustments beyond 2 hours may incur additional wait or dispatch fees.

• My Shuttle reserves the right to delay, reroute, upsize the vehicle, or cancel service for safety reasons, including snow, hazardous road conditions, road closures, or mechanical issues.

• If My Shuttle cancels a reservation for safety or weather reasons, you may choose either a full refund or a rebooking at no additional charge.

• My Shuttle is not liable for delays or failures to perform caused by events beyond its reasonable control, including weather, traffic, road closures, mechanical failure, or third-party flight delays.

• Stricter cancellation terms apply to reservations during major events, festivals, and holiday periods. For these dates, cancellations must be made at least 72 hours before the scheduled pickup time to be eligible for a refund, and a non-refundable deposit may be required at booking.

• Additional stops are charged at $10 per stop, which includes 10 minutes of wait time, plus $1 per minute thereafter.

• An after-hours surcharge of $30 to $40 applies to service outside standard operating hours, as disclosed at the time of booking.

• A same-day or short-notice booking surcharge may apply, as disclosed at the time of booking.

• Applicable tolls, airport fees, and parking charges may be passed through where incurred.

• Curbside pickup at the designated airport pickup area is standard. You must be reachable by phone and text at the time of pickup.

• Meet-and-greet service inside baggage claim is available as a paid add-on that must be booked in advance.

• Additional stops or route changes requested on the day of the trip will be accommodated when reasonably possible and billed to the card on file after the trip at $10 per stop plus $1 per minute of added wait time.

• You are responsible for providing safe, legal, and accessible pickup and drop-off locations. My Shuttle may decline a location that is unsafe, inaccessible, or unlawful to service.

• Vehicle images shown on our website and during booking are representative of the vehicle type or class only and do not depict the actual vehicle assigned to your reservation. My Shuttle may substitute or upgrade to a larger vehicle at its sole discretion.

• You are responsible for confirming that your passengers, luggage, and gear (including ski and snowboard equipment) will fit within the reserved vehicle class.

• You must accurately state the number of passengers and pieces of luggage at the time of booking. Passengers or luggage exceeding the reserved vehicle's capacity may be refused without refund or may require an upsized vehicle at additional cost.

• Every passenger must have a seat and a seatbelt. Passengers may not be transported beyond the vehicle's rated seating capacity, and infants and children count toward that capacity.

• Child car and booster seats are available at no charge, but only when reserved in advance through the Moovs booking portal.

• In every instance, the customer is responsible for verifying the correct installation and proper operation of any child seat before and during use. My Shuttle is not responsible or liable for incorrectly mounted or incorrectly used car seats, whether supplied by My Shuttle or the customer.

• If a child seat is not reserved, you are responsible for providing your own seat in compliance with Utah child-restraint law.

• Service animals are welcome at all times at no additional charge.

• Other pets require advance approval and are subject to a minimum cleaning fee of $20, which may increase depending on the condition of the vehicle and the amount of cleaning required after the trip.

• Passengers must wear seatbelts and follow the driver's reasonable safety instructions at all times.

• My Shuttle reserves the right to refuse or terminate service, without refund, for unsafe, abusive, threatening, or intoxicated passenger behavior.

• Smoking and vaping are prohibited in all vehicles at all times.

• A violation is billed at a $250 odor-remediation fee, in addition to any further costs incurred if the vehicle must be taken out of service.

• The consumption of alcohol is not permitted in any vehicle.

• Illegal drugs and cannabis are prohibited in all vehicles at all times, regardless of any state or local law.

• Any violation of this section is grounds for immediate termination of service without refund, and the passenger remains responsible for any resulting cleaning, damage, or out-of-service costs.

• Excessive cleaning required due to spills, excessive trash, or mud and gear mess is billed at a $75 flat fee.

• Sanitation and biohazard cleaning (including vomit or other bodily fluids) that takes the vehicle out of service for detailing is billed at a $250 flat fee.

• Damage to the vehicle or equipment is billed at actual repair or replacement cost. The applicable flat fee above applies as a minimum, and you remain responsible for any documented cost that exceeds it, including lost bookings while the vehicle is out of service.

• My Shuttle may charge the payment card on file for any cleaning, sanitation, or damage costs under this section.

• My Shuttle is not responsible for personal items left in the vehicle but will make reasonable efforts to return recovered items, which are held for 30 days. Return shipping is at your cost.

• My Shuttle is not responsible for delays, missed flights, or other losses caused by traffic, weather, mechanical failure, road conditions, or third-party flight delays beyond its reasonable control.

• To the maximum extent permitted by law, My Shuttle's total liability arising out of or related to any reservation is limited to the amount of the fare paid for that reservation.

• Disputing a validly assessed charge (including a cancellation fee or no-show fee) does not void these Terms and Conditions. My Shuttle reserves the right to recover any improperly disputed amount together with any associated fees.

• Reservations, payments, and customer data are processed through the My Shuttle booking portal powered by Moovs. Your use of the portal is also subject to Moovs' applicable privacy and payment terms.

• These Terms and Conditions are governed by the laws of the State of Utah, without regard to conflict-of-law principles.

• Any dispute that qualifies for small claims court may be brought in the small claims division of the Justice Court located in Cache County, Utah.

• Any dispute that does not qualify for small claims court shall be resolved by final and binding arbitration administered under the Consumer Arbitration Rules of the American Arbitration Association, seated in Cache County, Utah. Judgment on the award may be entered in any court of competent jurisdiction.

• To the fullest extent permitted by law, all disputes shall be brought in an individual capacity only, and not as a plaintiff or class member in any purported class, collective, or representative proceeding.

• My Shuttle reserves the right to amend these Terms and Conditions at any time. The terms in effect at the time of your booking govern that reservation.

• If any provision of these Terms and Conditions is found to be unenforceable, the remaining provisions will remain in full force and effect.