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Terms and Conditions

Passenger Claims & Incident Policy
  1. Purpose

K4 Transports is committed to providing safe, professional, and reliable transportation services. This policy outlines the procedures for passengers to submit claims related to:

  • Property damage
  • Personal injury
  • Lost or damaged personal belongings
  • Service-related disputes
  1. Immediate Incident Reporting

Passengers must report any incident:

  • Immediately to the chauffeur at the time of service
    OR
  • Within 24 hours of trip completion

Reports must include:

  • Passenger name
  • Date and time of trip
  • Pickup and drop-off locations
  • Vehicle type (Sedan, SUV or Sprinter)
  • Description of incident
  • Photos (if applicable)

Failure to report within 24 hours may result in claim denial.

 

  1. Personal Injury Claims

If a passenger alleges injury:

  • Emergency services should be contacted immediately if necessary.
  • A formal written claim must be submitted within 7 days.
  • Medical documentation may be required.
  • All claims will be forwarded to K4 Transports’ commercial insurance provider for review.

K4 Transports does not admit liability at the time of incident.

 

  1. Property Damage Claims

If a passenger claims damage to personal property:

  • Damage must be reported before exiting the vehicle whenever possible.
  • Photographic evidence is required.
  • Claims must be submitted within 48 hours.
  • Claims are subject to investigation and insurance review.

K4 Transports is not responsible for:

  • Pre-existing damage
  • Wear and tear
  • Unsecured items

 

  1. Lost and Found Policy

K4 Transports is not responsible for items left in vehicles.

However:

  • Found items will be secured for 14 days.
  • Passengers are responsible for retrieval or shipping costs.
  • Perishable or hazardous items will be disposed of immediately.

 

  1. Service Dispute Claims (Billing or Conduct)

If a passenger disputes:

  • Billing charges
  • Route selection
  • Chauffeur conduct

They must submit a written complaint within 3 business days.

All disputes will be reviewed internally within 5–7 business days.

Refunds, if approved, are issued at management discretion.

  1. Investigation Process

Upon receiving a claim:

  1. Incidents are logged internally.
  2. Vehicle GPS and trip data are reviewed.
  3. Chauffeur statement is obtained.
  4. Camera footage (if installed) is reviewed.
  5. Insurance provider is notified (if required).

Claims may take up to 30 days for final resolution.

 

  1. False or Fraudulent Claims

K4 Transports reserves the right to deny any claim found to be fraudulent or intentionally misleading.

Fraudulent claims may be referred to law enforcement.

 

  1. Liability Limitations

K4 Transports’ liability is limited to the coverage provided by its commercial auto insurance policy in accordance with Indiana state regulations.

The company is not liable for:

  • Delays caused by traffic, weather, or road conditions
  • Acts of God
  • Third-party actions
  • Missed flights due to circumstances outside of company control

 

  1. How to Submit a Claim

Claims must be submitted via:

Email: claims@k4transports.com
Mail: 3815 River Crossing Parkway, Suite 100, Indianapolis, IN 46240
Phone: (317) 703-7011

All claims must be in writing.

Impracticable Operations

(Weather & Road Conditions)

Company shall not be liable for failure or delay in performance caused by events beyond its reasonable control, including but not limited to severe weather, road closures, accidents, acts of God, government orders, airport shutdowns, labor disputes, or vehicle breakdowns despite reasonable maintenance.

If service is interrupted or rendered impracticable due to such events, Company may terminate or modify the service without liability. Charges for services already performed remain payable.

(Right to Refuse or Terminate Service)

Company may immediately terminate service, without refund, for unsafe, illegal, or abusive conduct, or violations of Company policies.

Waiting Time

Waiting time is complimentary for the first 15 minutes after the arrival of Company’s driver. Waiting time beyond any complimentary period will be billed automatically at Company’s prevailing hourly rate, billed in 30-minute increments.

 

Airport-Specific Waiting Rules

Airport Pickups (Indianapolis International Airport – IND)

  • Domestic flights: 30 minutes complimentary waiting time**: 30 minutes complimentary waiting time from actual flight arrival time (domestic).
  • 60 minutes complimentary waiting time from actual flight arrival time (international).
  • Waiting time begins once the aircraft has landed, not when passengers exit the terminal.
  • Delays caused by baggage claim, customs, passenger contact issues, or terminal congestion are billable once complimentary time expires.
Distance

An outline of where, how the distance & mileage will be determined through Odometer Readings, GPS tracking app (Verizon Connect) or Point-to-Point Mapping Google Maps.

 

  • Date of the trip.
  • Specific Destination address.
  • Business Purpose
  • Total Miles driven for that specific trip.
Fares and charges

Rates may be hourly, flat rate, per mile or a combination, as confirmed in writing by Company. Quoted rates are estimates only and subject to change due to service extensions, route changes, waiting time, traffic conditions, or client requests. Hourly rates began at pick up.

Special Events (Weddings, Proms, Concerts, etc.)

  • Dedicated chauffeur
  • Event minimum (4-hours)
  • Flat package pricing (optional) based on service agreement
  • Overtime billed in 15-minute increments
    • Overtime rate: $50
  •  20% service fee

Rates include chauffeur, fuel, and standard mileage within Marion County

Corporate Accounts

  • Hourly rates
  • 20% service fee
  • Net 15 / Net 30 payment terms (based on service agreement)
  • Flat rate package pricing (optional)
  • 3% Late payment fee
  • Corporate billing available upon approval

Rates include chauffeur, fuel, and standard mileage within Marion County

Private Client Chauffeur Service Agreement
  1. Booking & Pricing

Rates may be hourly, flat rate, per mile or a combination, as confirmed in writing by Company. Quoted rates are estimates only and subject to change due to service extensions, route changes, waiting time, traffic conditions, or client requests.

  1. Payment Authorization

Client authorizes Company to charge the payment method on file for all services rendered, including additional charges incurred during or after service.

  1. Cancellation & No-Show Policy
  • Cancellations within 24 hours of scheduled service may be charged up to 100% of the scheduled service amount.
  • Failure to appear at the scheduled pickup location and time constitutes a no-show and will be charged in full.
  1. Waiting Time

Waiting time beyond any complimentary period will be billed automatically at Company’s prevailing hourly rate, billed in 30-minute increments.

  1. Overtime

Service exceeding the scheduled duration will be billed at the applicable overtime rate without prior approval when caused by Client or passenger actions.

  1. Late Night & Holiday Surcharge

Company may apply late-night, early-morning, or holiday surcharges as published or disclosed at booking.

  1. Cleaning, Damage & Excessive Wear

Clients are financially responsible for all cleaning, repairs, loss of vehicle use, and administrative costs resulting from passenger actions, including but not limited to spills, smoking, bodily fluids, or physical damage.

  1. Gratuity

Gratuity inclusion or exclusion shall be as stated in the booking confirmation and may be charged automatically if included.

  1. Right to Refuse or Terminate Service

Company may immediately terminate service, without refund, for unsafe, illegal, or abusive conduct, or violations of Company policies.

Corporate Client Chauffeur Service Agreement
  1. Authorized Users

Corporate Client is responsible for all bookings made by its employees, contractors, guests, or designees.

 

  1. Rates & Billing

Rates may be hourly, flat-rate, or account-based. Invoices are due within 15 days of start of said service date unless otherwise agreed in writing.

 

  1. Cancellation & No-Show

Late cancellations and no-shows are billable in full. Corporate Client waives dispute rights for charges consistent with this Agreement.

 

  1. Waiting Time, Overtime & Surcharges

Waiting time, overtime, late-night, and holiday surcharges apply automatically as incurred.

 

  1. Damage & Cleaning

Corporate Client is responsible for all damage or cleaning caused by its passengers, regardless of fault allocation among individuals.

  1. Insurance & Liability

Company maintains commercially reasonable insurance as required under Indiana law. Company’s liability is limited to the amount paid for the service affected.

Standard Policies
  • 20% service fee on all bookings
  • No-Show Fee is 100% of fare
  • 24-hour cancellation required (Airport Transfer)
  • 72-hour cancellation required (Hourly/Event)
  • 30-minute airport grace (45 for Sprinter)
Additional Charges
  • Overtime billed in 15-minute increments

    • Overtime rate: $50

  • $300 cleaning/damage fee
  • After-hours surcharge (midnight–6am) $25 per hour
  • Holiday surcharge – $50 per hour
  • Parking: actual cost
  • Tolls: actual cost
Payment Terms
  • Accepted forms: Credit card, business account, etc.
  • Payment is due at time of service unless otherwise agreed.
  • Corporate accounts subject to Net 15 terms unless otherwise agreed.
  • Disputed charges must be submitted within 3 days.