Ace Xpress will not be held responsible for any damage occurring to luggage, packages, equipment, or any associated contents including, but not limited to, personal electronic devices (i.e.iPads, phones, laptops, etc.), keepsakes, prescriptions, or any other items of sentimental or real value.
While attempts will be made to reunite passengers with items left on shuttles, we are in no ways obligated to do so, nor will we be responsible for arranging for return. Travelers are encouraged to contact +1.928.649.2720 to check if we recovered any goods matching the description of those reported lost. Unclaimed items will be held for a minimum of 14 days and will then be shared with local charitable organizations focused on protection from abusive relationships or organizations focused on supporting and lifting those of modest means.
While Ace Xpress strives to safely deliver you to your destination ahead of schedule, Ace Xpress and its affiliates will not be responsible for delays arising from traffic conditions, weather, road issues, mechanical issues, or any other conditions outside of our control. Unfortunately, any costs associated with such issues (i.e. delayed or missed flights or travel connections, missed appointments, lodging, rebooking, etc.), are the sole responsibility of the passenger. Therefore, we HIGHLY encourage you to check into travel protections that may be offered by your credit cards or travel insurance programs.
Cancellations and Refunds:
Except for travel related delays, reservation cancellations or changes must be made at least 24 hours in advance of your expected travel day. Where possible, future credit MAY be issued solely at Ace Xpress's discretion. Neither refunds or credit will not be issued to customers failing to call calling in or cancelling after 7:59PM (Arizona Standard Time) the day before your travel date. For payments made on reservations that are canceled more than 24 hours in advance, the traveler will be eligible to receive credit for equivalent future travel. Same day reservations are non-refundable.
"Don't be a jerk" policy
While our team members strive to give exceptional service to all, we do not require that they tolerate abusive behavior. Nor are they permitted to tolerate abusive behavior from one passenger to another. Should the driver feel that passenger behavior violates our "Don't be a jerk" policy, the passenger will be given a verbal warning. Should the behavior continue, drivers are fully empowered to pull the vehicle over and require the passenger to leave the vehicle. If such ejection occurs, the passenger will be given a full refund and prohibited from any future travel with Ace Xpress. Should the passenger feels the expulsion was not warranted, they are encouraged to contact our office to appeal.