There is an error in my invoice. What should I do?

Please contact us using the contact information on your invoice, so we can investigate and get back to you as soon as possible.

I booked a ride with the wrong pickup or dropoff location. What do I do?

For one way rides, if it is more than Two hour before your pickup time, you can simply change these locations in the app or on the website. You can make changes to hourly rides up to 24 hours before pickup time. If it is already less than two hours before your one way ride or you are already in the vehicle and require a new destination, please inform the driver about the route change. After your ride has ended, SF Black Car will email you an updated invoice with the new ride information. The invoice will show the price of the additional distance and drive time, if applicable. For any further questions, contact our Customer Care team.

Are the prices shown per person or per vehicle?

The prices shown are always per vehicle and include all taxes, gratuities, and fees. The maximum number of passengers and bags, which can comfortably fit in each vehicle is shown under each car class. The number of passengers does not affect the price.

How do I cancel my ride?

Log in to your SF Black Car account and click on RIDES at the top of the page. Select the ride that you want to cancel and click CANCEL.

Can I book a ride for someone else?

Yes! If you have a SF Black Car account, you can book a ride for someone else. During the booking process, please provide the name, email address, and mobile number of the person you are booking for to ensure that the passenger also gets the email and text message notifications on the day of the ride.

How do I make changes to my booking?

You can change the car class, pickup date, time and location, dropoff location, and additional information. Log in to your SF Black Car account on the website, click on RIDES at the top of the page and select the ride that you would like to make changes to. You will then see a page with the details of your ride, you can make changes to your ride on this page. To make changes to your ride in the app, select Help and call for support or send feedback to update your upcoming reservation For one-way rides you can make changes up to Two hour before the pickup time and for hourly rides you can make changes up to 24 hours before the pickup time.

Do I need to pay if I cancel the ride booking after I’ve already received a message with the driver's information?

For one-way rides, if you receive an email and text message with your driver’s information and it is more than two hours before your pickup time, you may still cancel free of charge. If you cancel less than two hours before the pickup time you will be charged the full amount for the ride. Hourly rides can be cancelled 24 hours before the pickup time free of charge. All cancellations can only be made using the cancel feature in our Apps or Website.

Do you offer child seats?

Yes, child seats are part of our standard service. When making your booking, please add this in the ‘Trip Summary’ page, including Type child seat, how many child seats are required.

What should I do if I forget to add my flight number?

Log in to your SF Black Car account and click on RIDES at the top of the page. Select the booking you would like to add a flight number to and click EDIT RIDE. You can now add or edit your flight number.

What is SF Black Car’s cancellation policy?

a) TRANSFER (ONE-WAY) BOOKING (from point A to point B): For transfer services, cancellation is free of charge if there is more than Two hour left before the agreed pickup time. If there is Two hour or less before the agreed pickup time, the total price must be paid. A cancellation can only be done by using the cancel feature in our Website or sending email with reservation number.

b) HOURLY BOOKINGS: For hourly bookings, cancellation is free of charge if there are more than 24 hours left before the agreed pickup time. If there are 24 hours or less before the agreed pickup time, the total price must be paid. A cancellation can only be done by using the cancel feature in our Website or sending email with reservation number

General Information

Am I charged for additional wait time if my driver arrives early?

No, even if the driver arrives early, your complimentary wait time starts at your scheduled pickup time. The complimentary wait time is 60 minutes for airport and train station pickups, and 15 minutes for all other pickups. By providing your flight, train or cruise details when you book, your driver will be able to track your arrival time and can adjust your pickup time accordingly. If there is a very long delay and the driver is not able to wait, we will contact you to work out an alternative solution.

When will I get the contact details of my driver?

You will receive the name and phone number of your driver Two hour before your pickup time. These are sent to you via email. If you have booked for someone else and entered the contact details of the passenger, then they will receive these details as well.

What if my flight or train is delayed?

For airport and train station pickups, you have a complimentary wait time of 60 minutes. We understand that there may be issues beyond your control that could lead to unexpected delays. By providing your flight or train details upon booking, your driver is able to track your arrival time and will adjust your pickup time accordingly. If there is a very long delay and the driver is not able to wait, we will contact you to work out an alternative solution.

What are the vehicle types and how many passengers can they carry?

You can find out more about SF Black Car’s fleet of vehicles, as well as the number of passengers and bags they can carry on our booking page. Should you have any specific requirements, feel free to contact us via the form at the bottom of the page and we will work on a solution for you.

How will I recognize my driver at the airport or train station?

For airport pickups, We also offer meet and greet for airport pickups. your SF Black Car driver will be waiting for you at the exit after baggage claim with a personalized pickup sign. For Curbside pickups, the meeting point can be found in the email containing your booking confirmation.

How long will the driver wait for me?

For a standard pickup (i.e. from a hotel or home address), your driver will always wait for 30 minutes before leaving the pickup point. The first 15 minutes are complimentary and you will only be charged for the remaining 15 minutes. If you realize that you may be delayed, we recommend calling us so that we can find an alternative solution for you.

For airport and train station pickups, you have a complimentary wait time of 60 minutes. By providing your flight or train details upon booking, your driver is able to track your arrival time and will adjust your pickup time accordingly. If there is a very long delay and the driver is not able to wait, we will contact you to work out an alternative solution.

What are ‘one-way’ and ‘hourly’ bookings?

A one-way booking is a single journey from A to B, such as from the airport to your hotel. The price is based on the distance driven. An hourly booking is a booking for a period of time during which you can direct your driver to multiple destinations. The price is based on the number of hours the car is hired for and includes a specific distance per hour.

Payment

Can I book a ride that takes place after my credit card expiration date?

It is only possible to place a booking up until the month prior to the month the credit card expires. For example, if the credit card expires in April, you can only book a ride that takes place before 31 March. If it is no longer possible to make a booking with the credit card you will receive the following message — “The provided credit card is expired or about to expire.”

When will I receive my invoice?

Your invoice will be sent to you via email approximately 48 hours after your ride has taken place. All of your invoices can also be found and downloaded under INVOICES in your SF Black Car account.

Where can I see my invoices?

Once you are logged into your SF Black Car account, click on INVOICES at the top of the page. All of your invoices can be found here.

I think my credit card was charged twice for one ride. What should I do?

Some banks show pre-authorizations the same way they show charges (commonly referred to as captures), but only credit card charges actually take money. SF Black Car reserves funds on your card with a pre-authorization when you make your booking, but the card is only charged 24 to 48 hours after your ride. This common practice is also used by hotels and rental car companies. Please contact your bank for more information. If you have further questions, contact our Customer Care team.

What should I do if I have upcoming rides with SF Black Car and my credit card has been stolen?

If you have upcoming rides that were booked with a credit card that has been stolen or blocked, you would need to add a new payment method through the app or website. Afterward, please contact SF Black Car’s Customer Care team to inform us of what has happened, either via the Contact Form or one of the phone numbers listed below. We will then cancel the rides booked with the stolen/blocked credit card and add them to your new one.

Where do I find the prices?

To find out the price of a ride, go to the SF Black Car homepage and click on Quote or Reservation, fill out the booking form with your pickup and drop-off address, date, and time. Once you have clicked SHOW Rate, you will see the car classes that we provide, as well as the price. Prices are shown per vehicle and include all taxes, gratuities, and fees.

What factors influence the price?

The price of a ride is determined by the distance or duration, depending on whether a one-way or hourly ride is booked. Additional factors that influence the price are the pickup time, the meet and greet at some airports and train stations, All additional factors are listed alongside the price. We regularly review our prices in all business districts to ensure we remain competitive.

Which currency is used for payment and invoicing?

SF Black Car rides are charged in USD, You can see the currency displayed throughout the booking process, starting on the CAR CLASS page.

When is my ride charged to my credit card?

Your credit card is only charged 24 to 48 hours after the ride has taken place. Once you have made your booking, we reserve the funds on your credit card with a pre-authorization. Your card is not charged at this point in time. This common practice is also used by hotels and rental car companies. If you make a free cancellation, the authorization will be automatically reversed and your credit card will not be charged.

How do I change my credit card?

Log in to your SF Black Car account, then click on your name and select PROFILE from the drop-down menu. Under PAYMENT you can add or delete your credit cards. Adding a new card will not affect rides that are already booked. Newly added credit cards will only be used for new bookings. If you have booked upcoming rides with a credit card that you have removed and you would like to transfer these bookings to a new credit card that you have added, please cancel and rebook your ride with the correct credit card. We currently allow two credit cards per private account.

Which payment options are available? Why do I need to give my credit card details? Can I pay with cash?

SF Black Car accepts Visa, Mastercard, American Express, Discover and Diner’s Club cards. We require a valid credit card to place a booking. Your credit card information is stored securely with the Payment Service Provider according to industry standards (PCI-DSS compliance). SF Black Car only receives a reference to the credit card, and has no access to detailed information such as CVC/CVV code. SF Black Car does not make use of cash payments and our rates already include any taxes, fees, and driver gratuities. For corporate customers, please contact info@sfblackcar.com for additional payment methods

What should I do if I was charged an incorrect amount?

We will look into this immediately. Please contact us via email or call our Customer Care team by using one of the numbers listed below and provide us with your booking number and the amount that was charged.

Can I update my credit card information by phone or email?

For security reasons, and to protect your credit card details, we do not accept credit card information by email. To update your credit card information, please log in to your SF Black Car account on the web or with the app. Click on your name and select PROFILE from the drop-down menu. Click on PAYMENT to add, change or remove your credit cards.

Profile and Access data

What do I find under RIDES?

RIDES is where you have an overview of all of the bookings made through your account, as well as their current status. Click on individual rides and all of your detailed ride information. You can also make changes to your bookings here up to Two hour before the pickup time. By clicking on a past booking, Invoices are also available in this section, should you need to download them again.

What should I do if I’ve forgotten my password?

If you have forgotten your password, please click Quote or reserve. Then LOG IN. On the same menu please click FORGOT PASSWORD? You will then receive an email prompting you to reset your password.

How do I change my password?

Log in to your SF Black Car account, click on Quote or reserve. Then LOG IN on right hand side of the homepage. On the login information page, you can CHANGE PASSWORD from the menu on the right-hand side. Alternatively, before signing in, you can select LOG IN and then “LOST PASSWORD?”. You will then receive an email prompting you to reset your password

What do I find under PROFILE?

In this section you can change your personal details add a user, stored location print invoice and manage your notification settings. You can also change your password and add or remove your credit card details for future bookings.

How do I change my credit card?

Log in to your SF Black Car account, then click on your name and select PROFILE from the drop-down menu. Under PAYMENT you can add or delete your credit cards. Adding a new card will not affect rides that are already booked. Newly added credit cards will only be used for new bookings. If you have booked upcoming rides with a credit card that you have removed and you would like to transfer these bookings to a new credit card that you have added, please cancel and rebook your ride with the correct credit card. We currently allow two credit cards per private account.

How do I access my SF Black Car account?

To sign in to your SF Black Car account, click on Quote or reserve and LOG IN on right hand side of the homepage. Then simply enter the email address and password you registered with.

What should I do if I’ve forgotten the email address I used to register with SF Black Car?

If you can’t remember the email address that you registered your SF Black Car account with, simply fill out the form at Contact Us page. Please provide us with a few details, such as possible email addresses and booking details (date/time, destination).

Technical problems

Why did I get an error message when I added a credit card?

This could be due to a variety of reasons. Please contact us via the Contact Form at the top right of the page, providing the following information — which credit card type you tried to add, browser details or app version and whether there was a specific error message, and if so, what it said. Please do not send us your credit card details.

What happens if the address I have entered can't be found?

We apologize for the inconvenience, occasionally our system won’t recognize an address. We will gladly assist you in such instances, please provide us with the details of the required address via the Contact Form or one of the phone numbers listed below and we will ensure that it is added to the SF Black Car system.

How can I make a complaint?

We are sorry that you were unhappy with our service. Please fill out the contact form below with the details of how we didn’t meet your expectations and we will get back to you as soon as possible.