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Last Updated: Dec 23, 2015 12:22PM PST

Quick Answers

OVERSIZED VEHICLES
At the moment, Luxe cannot accept oversized vehicles. An oversized vehicle is 20 feet in length, 7 feet in width, or eight feet in height. This includes box trucks, vehicles with trailers, or party buses. Pick-up trucks or SUVs that are less than 20 feet in length and 82 inches in height are completely acceptable! 

MY PICKUP TIME/ LOCATION HAS CHANGED. WHAT DO I DO?
Not a problem! You can always change your requested pickup time and location through the app! Select the “Request Vehicle” option and scroll down to the time you’d like your car returned to you. You can also move the Luxe flag or input a new pickup address on the map to get your vehicle delivered to a different location within our zone! 

WHAT IF I WANT TO CANCEL MY REQUEST?
No problem! You can text us via the "Support" tab in the app (415-964-3891) or just cancel right in the app yourself! We’ll do our part & get in contact with your valet to make sure that they’re aware as well! 

HOW ARE REFUNDS ISSUED?
In the case there is an issue with your Luxe experience, park, and/or service, please reach out to the Customer Delight team and we’d be happy to assess the matter further. In the case a refund is promised, please expect this to be reflected on your credit card within 3-7 business days.

I HAVE A BILLING QUESTION -  WHO DO I TALK TO?
Send us an email at "help@luxe.com" and one of our Customer Delight agents will be sure to help you sort it out!

**Please keep in mind, promotional credits are applicable toward the hourly parking service and overnight fee. Existing credits cannot be applied towards additional services.

ARE YOU INSURED?
We carry a $5M General Liability and $1M Garage Keepers policy protecting you, others, and your vehicle. Please take your valuables out of your vehicles, as we are NOT responsible for theft. All claims for damage must be made within 24 hours of the completion of your reservation. 

HOW ARE YOUR VALETS SCREENED?
Each of our valets go through a rigorous interview and training process. They must have a clean driving record, pass a criminal background check, and a 50 State Department of Justice Sex Offender search. Additionally, Luxe has a ZERO tolerance drug and alcohol policy.  

 
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