Arrivo Mobility LLC
Arrivo Mobility LLC ("Arrivo," "we," "our," or "us") operates the website located at bookarrivo.com. This Privacy Policy explains what information we collect when you use our website or submit a booking or quote request, how we use that information, and your rights with respect to it.
By using our website, you agree to the practices described in this policy. If you do not agree, please do not submit personal information through our site.
Information you provide directly. When you submit a booking or quote request, we collect:
Information collected automatically. When you visit our website, Google Analytics 4 automatically collects non-personally identifiable data including pages visited, session duration, browser type, device type, and general geographic region. IP addresses are anonymized by Google before storage and are never accessible to us in identifiable form.
We use the information you provide solely to:
We do not use your information for marketing at this time. If we introduce a marketing communications program in the future, you will be given a clear opportunity to opt in before receiving any promotional messages.
Arrivo Mobility LLC does not store your personal information in any database or customer relationship management system. Submission data is processed in transit — your details are used to generate a confirmation email and then delivered directly to our team's inbox. No records are retained on our servers beyond the initial processing of your request.
We work with the following third-party services that may receive or process your information as part of delivering our service:
Resend
Email delivery infrastructure. Your submission details are transmitted through Resend's servers to deliver your booking or quote confirmation email. Resend does not use your information for any purpose beyond delivery.Resend Privacy Policy
Google Analytics 4
Website analytics. Google collects anonymized behavioral data to help us understand how visitors use our site. IP addresses are anonymized by default. We do not share personal submission data with Google.Google Privacy Policy
We do not sell, rent, or share your personal information with any third parties for marketing, advertising, or any purpose unrelated to fulfilling your transportation request. We do not disclose your information to law enforcement or government bodies except where required by law.
Arrivo Mobility LLC provides ground transportation services in the New York tri-state area and welcomes bookings from international travelers. If you are located in the European Union or United Kingdom, you have additional rights under the General Data Protection Regulation (GDPR) and UK GDPR. We process your personal data on the legal basis of contract performance — that is, to fulfill your reservation or quote request. You have the right to access, correct, or request deletion of any personal data we hold. To exercise these rights, contact us at[email protected].
Our services are intended for individuals 18 years of age or older. By submitting a booking or quote request through our website, you confirm that you are at least 18 years old. We do not knowingly collect personal information from minors.
We may update this Privacy Policy from time to time. The revised date displayed at the top of this section reflects the most recent update. Continued use of the website following any changes constitutes your acceptance of the updated policy.
For questions, requests, or concerns regarding this Privacy Policy or your personal information, please contact us at:
Arrivo Mobility LLC
[email protected]These Terms of Service ("Terms") govern your use of the Arrivo Mobility LLC website and ground transportation services. By submitting a booking or quote request, you agree to be bound by these Terms. Please read them carefully before proceeding.
Arrivo Mobility LLC provides reservation-based premium ground transportation services in the New York tri-state area, including New York, New Jersey, and Connecticut, as well as long-distance routes throughout the Northeast. All trips are pre-arranged; we do not operate as an on-demand or hail service.
A reservation is not confirmed until you receive a written or verbal confirmation from Arrivo. Submitting a booking request through our website initiates the process but does not guarantee availability. We will contact you to confirm details and collect payment.
Advance payment is our standard and preferred method. For all scheduled reservations, payment is collected prior to the trip date.
In limited circumstances where a last-minute or short-notice trip is accepted, payment will be collected no later than at the time of pickup. By confirming a reservation, you authorize Arrivo to collect the agreed fare using the payment method on file.
All fares are quoted in advance and fixed at the time of confirmation. You will not be charged more than the agreed fare unless additional services are requested or circumstances arise that fall outside the original trip scope (such as extended wait time, route changes, or additional stops). Tolls and gratuity are to be clarified at the time of booking.
Arrivo provides the following complimentary wait time from the scheduled pickup time:
| Pickup Type | Complimentary Wait |
|---|---|
| Airport — Domestic arrival | 45 minutes from wheels-down |
| Airport — International arrival | 60 minutes from wheels-down |
| All other pickups | 15 minutes from scheduled time |
Wait time beyond the complimentary period is subject to an additional charge, which will be coordinated with the passenger directly. Arrivo recognizes that every trip is different. On higher-value or complex itineraries, wait time policies are applied with discretion and we will work with clients individually to reach a fair arrangement.
If a passenger does not appear within the complimentary wait period and cannot be reached, the trip will be classified as a no-show and the full confirmed fare will be retained. Arrivo will always make reasonable efforts to reach an accommodation. See our Cancellation & Refund Policy for full details.
Cancellations made at least 12 hours before the scheduled pickup are not subject to any charge. Cancellations made with less than 12 hours notice are subject to a minimum charge of 50% of the confirmed fare. Arrivo reserves the right to make accommodations at its sole discretion. See our full Cancellation & Refund Policy for complete terms including refund timelines, multi-leg trips, and weather exceptions.
Arrivo operates full-size SUVs as its standard vehicle class. Vehicles may include, but are not limited to, the Cadillac Escalade ESV, Lincoln Navigator L, Ford Expedition Max, and GMC Yukon XL. Specific vehicle availability is not guaranteed and is subject to scheduling at the time of service.
Arrivo drivers reserve the right to refuse or terminate service under extraordinary circumstances, including but not limited to: passenger intoxication, threatening or abusive behavior, or any situation that poses a safety risk to the driver or vehicle. In such cases, the full fare will be retained.
Arrivo plans all pickups with a minimum 15-minute buffer before your scheduled time and is committed to punctual, reliable service. In the rare event that a delay occurs due to circumstances beyond our control — including traffic, weather, or road conditions — we will communicate proactively and work with you to reach an appropriate resolution.
Arrivo is not liable for missed flights, appointments, or other consequential losses arising from delays caused by conditions outside our reasonable control.
Arrivo is not responsible for items left in the vehicle. If a forgotten item is recovered, we will make reasonable efforts to notify the passenger. Any charges associated with the delivery or return of a forgotten item are the sole responsibility of the passenger.
You must be at least 18 years of age to book services with Arrivo Mobility LLC. By submitting a reservation or quote request, you confirm that you meet this requirement.
In the event of a dispute, we ask that you contact us directly at [email protected] or by phone at 212.446.5858 (Mon–Fri, 8:00 AM – 8:00 PM) before pursuing any formal legal action. We are committed to resolving issues fairly and promptly.
These Terms are governed by and construed in accordance with the laws of the State of New York, without regard to its conflict of law provisions.
Arrivo reserves the right to update these Terms at any time. The revised date at the top of this section reflects the most recent update. Continued use of our services following any changes constitutes acceptance of the updated Terms.
Arrivo Mobility LLC shall not be held liable for any failure or delay in performing its obligations where such failure or delay results from events beyond its reasonable control. These include, but are not limited to:
Trip cancelled before departure. If a Force Majeure event prevents a trip from taking place entirely, Arrivo will work with the passenger to reach an appropriate resolution on a case-by-case basis, which may include a reschedule, partial credit, or refund. See our Cancellation & Refund Policy for general refund terms.
Trip interrupted mid-service. If a Force Majeure condition arises after a trip has commenced and prevents completion, the passenger will be charged proportionally for the portion of the trip completed. The remaining balance will be refunded or credited at Arrivo's discretion based on the circumstances.
Notification. When Arrivo becomes aware of a Force Majeure condition that may affect a confirmed reservation, we will notify the affected passenger as early as possible through any available channel — phone, text, or email.
To the fullest extent permitted by applicable law, Arrivo Mobility LLC's total liability to any passenger for any claim arising out of or related to the services provided — whether based in contract, tort, negligence, or otherwise — shall not exceed the total fare paid by that passenger for the specific trip giving rise to the claim.
Arrivo shall not be liable for any indirect, incidental, consequential, or punitive damages, including but not limited to missed flights, missed appointments, lost business opportunities, or any other losses arising from a delay, cancellation, or interruption of service — whether or not Arrivo was advised of the possibility of such damages.
Nothing in this section limits Arrivo's liability for gross negligence, willful misconduct, or any liability that cannot be excluded or limited under New York law.
All content on bookarrivo.com — including but not limited to text, design, layout, graphics, logos, and brand elements — is the property of Arrivo Mobility LLC and is protected by applicable copyright and trademark law.
No content from this website may be copied, reproduced, republished, uploaded, posted, transmitted, or distributed in any form without the prior written permission of Arrivo Mobility LLC. Unauthorized use of any Arrivo content or branding may give rise to a claim for damages.
This policy governs all cancellations, no-shows, and refund requests for services booked with Arrivo Mobility LLC. We are committed to handling every situation with fairness and transparency. If you have any questions, contact us before your trip — we are always available to work something out.
| Notice Given | Charge |
|---|---|
| 12 hours or more before pickup | No charge |
| Less than 12 hours before pickup | Minimum 50% of confirmed fare |
| No-show | Full fare retained |
The 12-hour window is intentional. It allows us sufficient time to notify your driver before they begin traveling to your pickup point, which in most cases means no costs have been incurred on either side. Arrivo reserves the right to make accommodations outside of these thresholds at its sole discretion.
Cancellations may be submitted by phone or email. Both methods are equally valid.
Phone: 212.446.5858 — Mon–Fri, 8:00 AM – 8:00 PM
Email: [email protected] — 24/7
If you cancel by phone, we strongly recommend noting the name of the representative you speak with. This provides a clear point of reference should any question arise regarding the cancellation.
Eligible refunds are issued to the original payment method or applied as a credit toward a future trip — your choice at the time of cancellation.
| Stage | Timeline |
|---|---|
| Refund initiated by Arrivo | Within 24 hours of cancellation |
| Typical processing time | Next business day |
| Maximum processing time | 72 hours from initiation |
Refund processing times are determined by your card issuer or payment processor and are outside Arrivo's control. Weekend and holiday processing may extend the timeline as these are not business days for most financial institutions.
In the event that costs were incurred before a cancellation — such as tolls or parking fees paid for a driver already in transit toward your pickup point — those amounts will be deducted from your refund. The remaining balance will be returned in full. In most cases, cancellations made within the 12-hour window will result in no incurred costs, which is precisely why that window was chosen.
We distinguish between two trip types, as they are treated differently for cancellation purposes:
| Trip Type | Definition | Cancellation Rule |
|---|---|---|
| Multi-Leg | Two separate trips on different dates or times (e.g. A→B on Monday, B→A on Friday) | Each leg is treated independently. The 12-hour window applies to each leg separately. |
| Multi-Stop | One continuous trip with multiple stops (e.g. A→B→C in one booking) | Treated as a single trip. One 12-hour window applies to the entire booking. |
If one leg of a multi-leg booking is cancelled, the appropriate fare for that leg will be refunded subject to the 12-hour window for that leg's pickup time.
In the event a trip cannot proceed due to severe weather, a declared emergency, or circumstances entirely outside the passenger's control, Arrivo will first offer the option to reschedule at no additional charge. If rescheduling is not feasible, we will work with you to reach a satisfactory refund arrangement. These situations are always handled on a case-by-case basis with the customer's best interest in mind.
In the rare event that Arrivo must cancel a confirmed reservation due to a mechanical issue, scheduling conflict, or other operational circumstance, you will receive a full refund with no questions asked. We will notify you as early as possible and make every effort to find an alternative solution.
If a passenger does not appear within the complimentary wait period and cannot be reached, the trip is classified as a no-show and the full confirmed fare is retained. If you believe your situation warrants an exception, contact us directly — we are always willing to have the conversation.
Arrivo makes every available channel accessible to resolve cancellation and refund requests — by phone, by email, and at our discretion outside standard policy terms. In the event a passenger initiates a chargeback through their card issuer for a charge we consider valid, Arrivo will contest the dispute and provide documentation accordingly. We strongly encourage direct communication before pursuing any formal dispute process.
These Booking Terms apply to all reservations made with Arrivo Mobility LLC and govern the conditions of service from the point of booking through the completion of your trip. They are intended to be read alongside our Terms of Service and Cancellation & Refund Policy.
Arrivo accepts reservations through the following channels:
Website: bookarrivo.com/book
Phone: 212.446.5858 — Mon–Fri, 8:00 AM – 8:00 PM
Email: [email protected] — 24/7
WhatsApp: +1 212.446.5858 — 24/7
Submitting a request through any channel initiates the booking process. A reservation is not confirmed until Arrivo sends you an invoice reflecting the agreed trip details and fare. Payment of that invoice constitutes your formal acceptance of the booking.
Changes to a confirmed reservation — including pickup date, time, location, or destination — may be requested at any time by contacting Arrivo directly. There is no administrative fee for modifications. However, changes that result in a longer distance, additional travel time, or added stops may result in a revised fare, which will be confirmed with you before proceeding.
| Vehicle Class | Examples | Max Passengers |
|---|---|---|
| Full-Size SUV | Cadillac Escalade ESV, Lincoln Navigator L, Ford Expedition Max, GMC Yukon XL | 6 |
| Full-Size Van | Ford Transit 350 XLT | 10 |
If additional passengers arrive beyond the booked vehicle's capacity, Arrivo will make every effort to provide an appropriate vehicle in a timely manner. Any resulting fare adjustment will be agreed upon with you before dispatch. Arrivo is not liable for delays arising from unannounced changes to passenger count.
For groups requiring more than 6 passengers, we recommend contacting us in advance to arrange a full-size van or multi-vehicle configuration.
| Item | Allowance |
|---|---|
| Check-in size luggage / strollers | Maximum 5 pieces |
| Carry-ons and backpacks | Accommodated on a best-effort basis |
Strollers count toward the check-in luggage allowance. For carry-ons and personal bags, we will work with each passenger to find a suitable storage arrangement within the vehicle. For trips with unusually large or high-volume luggage, we recommend disclosing this at the time of booking so we can plan accordingly.
Special requests submitted at the time of booking are guaranteed, subject to advance notice:
| Request | Details |
|---|---|
| Child Seats | Driver arrives with seats installed. Included in the confirmed fare. |
| Pet-Friendly | Permitted. Passengers are requested to bring a towel or protective sheet to prevent scratching or damage to the vehicle interior. Included in the confirmed fare. |
Special request charges are incorporated into the total fare and are not itemized separately.
Arrivo monitors all inbound flights for airport pickup reservations and adjusts driver dispatch accordingly. You do not need to contact us if your flight is delayed or early.
| Flight Type | Driver Arrival |
|---|---|
| Domestic | At the airport when you land |
| International | At the airport within 30 minutes of landing |
For airport arrivals, your driver will wait in the baggage claim area holding a sign with your name.
JFK Airport notice: Due to ongoing terminal construction at JFK, meet-and-greet service inside the terminal is temporarily unavailable. Curbside pickup instructions will be provided at the time of confirmation for all JFK arrivals. We will resume standard baggage claim service once construction is complete.
The following are strictly prohibited in all Arrivo vehicles:
Violation of these restrictions may result in the immediate termination of service without refund. Arrivo drivers reserve the right to refuse service in situations that pose a risk to the safety or condition of the vehicle.
| Item | Included in Fare? |
|---|---|
| Tolls | Yes — always included in the quoted fare |
| Airport pickup fees & surcharges | Yes — included in the quoted fare |
| Parking fees incurred during wait | Yes — absorbed by Arrivo |
| Additional stops | Quoted case by case — confirmed before proceeding |
| Gratuity | Not included — at passenger's sole discretion |
The fare quoted at the time of confirmation is all-inclusive. You will not receive an itemized breakdown of tolls, surcharges, or fees — these are factored into the total so that you always know exactly what you owe before your trip begins.
A note on gratuity: Arrivo never assumes or adds gratuity to your fare. If you would like to recognize your driver, we strongly suggest doing so in cash — it is the simplest, most direct, and most driver-friendly way to show your appreciation. The amount is entirely at your discretion.
This policy describes how Arrivo Mobility LLC communicates with customers via SMS text message, what types of messages you may receive, and how to manage your communication preferences.
By submitting a booking or quote request through our website, you consent to receive SMS messages from Arrivo related to your trip. This notice is displayed at the point of submission on our booking form.
For bookings made by phone, verbal consent to receive trip-related text messages is collected at the time of confirmation.
Arrivo sends two categories of SMS communications, which are managed separately:
| Category | Examples | Consent Required |
|---|---|---|
| Trip Coordination | Booking confirmation, day-before reminder, same-day reminder, driver arrival notification | Given at booking (form or phone) |
| Marketing | Promotions, service announcements, seasonal offers | Separate opt-in required — sent from a dedicated number |
For trip coordination, you may receive up to 3 messages per trip: a reminder the day before your pickup, a reminder on the day of pickup, and a notification when your driver has arrived. Actual frequency may be lower depending on your trip timing.
Trip coordination messages are sent from a designated Arrivo business number. As your pickup time approaches, you may also receive a message directly from your driver's mobile number. Marketing messages, if you have opted in, are sent from a separate dedicated number. Arrivo will always identify itself in any message it sends.
Standard message and data rates may apply depending on your mobile carrier and plan. Arrivo does not charge for text messages on its end.
You may opt out of SMS communications at any time:
By text: Reply STOP to any message from Arrivo. You will receive a one-time confirmation and no further messages will be sent.
By email: [email protected] — include your name, phone number, and request to opt out.
By phone: 212.446.5858 — Mon–Fri, 8:00 AM – 8:00 PM
Opting out of trip coordination messages means you will no longer receive automated status updates about your reservation. Arrivo may still contact you by phone or email to coordinate your trip.
Arrivo does not currently send marketing text messages. When this program is introduced, it will require a separate, explicit opt-in and will be sent from a dedicated number distinct from trip coordination. You will always be able to opt out of marketing messages independently of your trip communication preferences.
For questions about SMS communications, contact us at [email protected] or call 212.446.5858.