This Refund Policy explains when Premium Lane LLC d/b/a MIUUM (“MIUUM,” “we,” “us”) refunds a ride or a VIP membership. It is part of our Terms of Service and works together with our Policies and Fees, where every fee is listed.
If you cancel a ride
One cancellation scale applies to every vehicle class, including the Executive Van (Mercedes Sprinter). The percentage depends on how long before the scheduled pickup the ride is cancelled, and it is calculated on the trip total.
| When the ride is cancelled | We keep | If you already paid, we refund |
|---|---|---|
| 4 hours or more before pickup | Nothing | 100% of what you paid |
| Less than 4 hours, at least 3 hours | 25% of the trip | The other 75% |
| Less than 3 hours, at least 2 hours | 50% of the trip | The other 50% |
| Less than 2 hours, at least 1 hour | 75% of the trip | The other 25% |
| Less than 1 hour, or a no-show | 100% of the trip | Nothing |
- When you cancel a paid ride yourself in the app or on the website, the scale uses the moment you cancel, and any refund is started automatically at that moment.
- When you ask us to cancel, by phone, email, chat or a business portal, our dispatch team cancels the ride for you. The scale then uses the moment dispatch cancels it, not the moment your request was sent, and dispatch may waive the charge. If your ride is less than 24 hours away, please call (786) 894-6989 so it is cancelled right away.
- If the ride was not paid yet and a percentage applies, that amount is recorded as owed and collected from you.
Rides that cannot be completed
As our Policies and Fees explain, a ride is charged in full and not refunded when it cannot start at the curb. That covers a young child who needs a child seat when none was booked or brought, more passengers arriving than the vehicle seats, and luggage that does not fit safely. Luggage is not blocked when you book; your chauffeur decides at pickup whether what is at the curb can be carried safely, and may decline it and not continue the ride for safety reasons. A no-show is charged in full.
When MIUUM does not deliver the ride
- No chauffeur arrives. If no chauffeur arrives for your booked pickup, you receive a full refund of the ride.
- We cancel. If MIUUM has to cancel your ride, you receive a full refund.
- Lower vehicle class. If MIUUM sends a lower vehicle class than you booked without your agreement, you receive a full refund of the ride.
- Significant lateness. If your chauffeur arrives significantly late, tell us. We review each case, and any credit is at MIUUM’s discretion.
Contact us as soon as you can after the ride, with your confirmation number, so we can check the trip record.
Charges after a ride
Extra wait time beyond the complimentary grace period, added stops, tolls and parking, cleaning or damage can be charged to your card on file after the ride, at the rates in our Policies and Fees. We email you an itemized receipt for any such charge. If you think one is wrong, reply to that receipt or contact us, and we will review it against the trip record and refund any amount charged in error.
VIP membership
- The membership is a recurring subscription. You are charged when you join, and it renews automatically every month or every year, depending on your plan, until you cancel.
- You can cancel at any time from your account. Cancelling stops the next renewal; your benefits continue until the end of the period you already paid for.
- Membership payments are not refunded, in full or in part, including for time left in a period after you cancel.
- Annual members receive a renewal reminder by email 30 to 60 days before the renewal date.
- Benefits and rewards follow the date you are paid through, not the state of the payment. While the end of the period you paid for is still ahead, plus a 3-day grace period after that date while a renewal is processed, your discount applies and your earned rewards can be used, even if a renewal payment is being retried. Once that date has passed and nothing has renewed the membership, benefits stop and earned rewards expire.
- Deleting your MIUUM account cancels your membership so it does not renew.
The full rules are in the VIP Membership Terms.
Business accounts
- Cancelling a business booking. Corporate, travel agent and agency portals send a change or cancellation request to our dispatch team. The scale applies from the moment dispatch cancels the ride, as explained above, so for a ride less than 24 hours away please also call (786) 894-6989.
- Corporate accounts follow the same cancellation scale. A charge from a cancellation or no-show is billed to the account that made the booking, by card or on its invoice.
- Agency wholesale bookings follow the same scale, calculated on the wholesale rate you were charged, and any refund goes back to the agency card. What you refund your own passenger is your decision.
How refunds are paid
- Refunds go back to the card or payment method you paid with, through our payment processor, Stripe. We cannot send a refund to a different card or pay it in cash.
- Once a refund is issued, most banks show it within 5 to 10 business days. The timing depends on your bank, not on MIUUM.
- Promotional credits, VIP rewards and discounts have no cash value and are not refunded as money.
Questions or disputes
If something went wrong, please contact us first; we can usually fix it faster than a card dispute. Email [email protected] or call (786) 894-6989, and include your confirmation number.
Contact us
Premium Lane LLC d/b/a MIUUM, Miami, Florida. Email [email protected] or call (786) 894-6989.