CHAPTER 4 — CANCELLATION, RESCHEDULING & REFUND POLICY

 

4.1 Purpose

Because CMG reserves Vehicles, Staff, technology, and other resources for each Reservation, this Chapter establishes the rules governing cancellations, rescheduling, refunds, no-shows, and payment deadlines.

4.2 Customer Cancellation

Customers may cancel by providing written notice to CMG. The effective cancellation date is the date and time CMG receives the cancellation request.

4.3 Payment Schedule

The Initial Deposit is due at booking. Unless alternative terms are approved in writing, the remaining Reservation Balance is due no later than seven (7) calendar days before the scheduled Reservation.

4.4 Customer Cancellation & Refund Schedule

Cancellation Notice

Refund Policy

30 or more calendar days before the Reservation

100% refund of all amounts paid, including the Initial Deposit.

8–29 calendar days before the Reservation

The Initial Deposit is non-refundable. Any additional amounts paid beyond the Initial Deposit are refunded.

Less than 7 calendar days before the Reservation

No refund of amounts already paid, subject to applicable law and any CMG-approved exception or Reservation Credit.

4.5 Failure to Pay Remaining Balance

If the remaining balance is not received by the seven-day deadline, CMG may cancel the Reservation, release reserved resources, and retain any non-refundable amounts already paid in accordance with this Agreement.

4.6 Rescheduling

Rescheduling requests are subject to availability, operational feasibility, and pricing applicable to the new date. Approval is at CMG's discretion unless otherwise required by law.

4.7 Payment Schedule Exceptions

CMG may waive, modify, or establish alternative payment schedules for approved Customers or Reservation types. Any modification must be approved by CMG in writing and applies only to the specific Reservation.

4.8 Reservation Credits

At its sole discretion, CMG may issue a Reservation Credit instead of a cash refund in extraordinary circumstances, including serious illness or medical emergency, death of the Customer or an immediate family member, military deployment or emergency activation, natural disaster or declared emergency, government travel restriction, or other extraordinary circumstances. Unless otherwise stated, a credit has no cash value, must be used within twelve (12) months, is non-transferable without written approval, and may be applied toward a future Reservation of equal or greater value.

4.9 Waiver of Rights

No accommodation, exception, extension, refund, Reservation Credit, payment modification, or other act of goodwill constitutes a continuing waiver or creates an obligation to grant similar treatment in the future.

4.10 CMG Cancellation

If CMG cancels for reasons unrelated to Customer misconduct or breach and cannot provide the contracted service or a reasonable alternative, CMG will provide an appropriate refund or credit consistent with applicable law and the circumstances.

4.11 No-Show

A Customer who fails to appear or abandons the Reservation may be treated as a same-day cancellation. No refund is due for amounts properly non-refundable under this Agreement.

4.12 Third-Party Costs

Non-refundable third-party expenses incurred at the Customer's request may remain the Customer's responsibility even when a Reservation is canceled.