Frequently Asked Questions

Our frequently asked questions (FAQs) provides helpful answers about our company policies so you are 100% informed and ready to experience Five Diamonds Los Angeles limo service.

Billing Policy Questions

Which credit cards do you accept for an online reservation?
MasterCard, Visa, American Express.
When will you charge my credit card?
Your credit card will be charged a deposit of $100 to $200 based on the job and vehicle. The balance will be charged in advance upon request, or on the day of the service.
When does billing start and stop on my credit card?
Charges are accrued beginning at the pick-up and ending at the final drop-off. If prior credit card arrangements have been made to "pre-pay" for a fixed time, but the final balance exceeds this amount (due to extended hours, damages, theft, etc), then the new charge balance will be charged to the credit card on file, or paid to the driver in cash, unless other arrangements have been made in advance. No additional charge is accrued for overtime between 0-15 minutes. However, between 16-60 minutes in overtime one additional hour will be charged based on the vehicle type's standard hourly rate.
Are my credit card details safe?
Yes. When you complete our reservation form, all your personal and credit card information is encypted and sent to us through a secure server. The encryption method used is the industry standard "Secure Socket Layer" (SSL) technology. Our SSL certificate has been issued by GoDaddy.
Will you accept a personal check as payment?
No.

Vehicle Policy Questions

How would you rate the overall condition of your fleet vehicles?
5 on a scale of 5 stars! All our vehicles are smoke-free, food-free, tidy, and smell fresh! We regulary hire specialized mechanics to inspect and fine tune our vehicles so they respond instantly on demand. So on hot days, the air conditioning keeps you cool, and on chilly nights, the heating keeps you warm.
Can I trust your chauffeurs will keep me safe?
All our licensed chauffeurs have 100% clean DMV driving records with NO offenses (e.g. DUI, Reckless Driving, etc), as well as 100% clean criminal history. All speak English, smell good, dress professionally, and stay friendly and fun.
Do you accomodate passengers with 'special needs' ?
We recommend you clarify your 'special needs' in advance of your reservation date by visiting our SSL encrypted Contact Us page, select the "Vehicles" option from the QUESTION field, and enter your 'special needs' in the MESSAGE field. We have accommodated limo passengers in wheel chairs, baby seats, as well as 'big & tall' customers.
Do you allow pets in your vehicles?
No.

Behavior Policy Questions

Can I smoke or eat food in your rental vehicle?
We pride ourselves on keeping all our fleet vehicles smoke-free and food-free, so both smoking and eating food is strictly prohibited.
What is your 'BYOB' policy (alcohol)?
If you are of the legal drinking age of 21, you can carry on your own alcoholic beverages 'BYOB' on any of our vehicles provided our vehicle has a private partition between you and the driver. If your plan to carry on a larger than normal sum of beverages typical of a sports game 'tail-gate', like a beer keg, or related event that involves excessive alcoholic consumption (i.e. bachelor/ette parties), we recommend you clarify your 'alcoholic' needs in advance of your reservation date by visiting our SSL encrypted Contact Us page, select the "Reservations" option from the QUESTION field, and enter your 'alcoholic' needs in the MESSAGE field.
What happens if someone vomits during a rental?
A cleaning fee of $250 will be charged to the contract owner’s credit card in case anyone vomits in or on any of our vehicles. If the vehicle you have rented is unable to perform its next scheduled reservation because of vomit to that vehicle the contract holder is responsible for revenue loss.
Who is responsible for vehicle damage caused by a guest?
The person who signs for the reservation is the contract owner and assumes all responsibility for all your guests who may cause damage to any of our vehicles during rental. The contract owner will be directly responsible for any and all repairs or replacement costs including but not limited to damages to window glass, electrical switches, lights, speakers, upholstery, doors, etc. The contract owner's credit card will be charged for all repairs and replacement costs. If the vehicle you have used is unable to perform its next scheduled reservation because of damage to that vehicle, the contract holder is responsible for revenue loss. The contract owner also assumes all liability and costs should we need to pursue collection of these fees through the California Court System.

Vehicle Maintenance Policy Questions

How would you rate your Maintenance Records?
Excellent. In compliance with Title 13 of the California Code of Regulations, all our vehicles are maintained in excellent mechanical condition. We require all our drivers to submit documented daily vehicle inspection reports, and keep the original completed reports on file for at least 6 months. If a report identifies a vehicle defect, we take the necessary steps to have it corrected before the vehicle is operated on the highway. All our vehicles are regularly and systematically inspected, maintained, and lubricated. All our maintenance records are kept current, available for inspection, and retained for at least one year.
How would you rate your Inspection Records?
Excellent. In compliance with California Highway Patrol's 108A Form, we perform a maintenance and safety inspection of our vehicles. You can preview this checklist form as a PDF.

Have a Question?

If you have a question not listed in our FAQ categories below, please visit our Contact Us page or call us at 800-455-4662. We want to help answer all your questions.

Reservation Policy Questions

Why do you require a credit card? I want to pay in cash.
A valid credit card is required in order to guarantee your reservation (a deposit of $100 to $200 based on job and vehicle is required), and may be used to guarantee payment for any additional or unforeseen charges that may be incurred during the rental time (i.e. additional hours, damages, theft) or if our cancellation policy has not been followed.
Can I use a debit card to complete my reservation?
Yes, if your debit card is accepted by MasterCard or Visa.
Does a reservation require I make a deposit or payment in advance?
Yes. We require a $100 to $200 deposit based on the job and vehicle.
What happens immediately after I make a reservation online?
After you complete your reservation online, you should immediately receive a confirmation email from us. The subject line will read, "Thank You. Reservation Inquiry Five Diamonds Limousine". This email includes our Cancellation Policy. In the next 24 hours we will review your pending limo reservation inquiry information. If your online submission presents to us no scheduling date conflicts, no credit card errors, no invalid or incomplete contact details, we will email you a final limo reservation confirmation code. Double check our email didn't automatically go into your spam/bulk folders. We recommend you add our email addresses info@fivediamondslimo.com & fivediamondlimo@sbcglobal.net to your "safe list" address book.
I never received my confirmation code by email.
Within 24 hours after submitting your pending limo reservation info online, if you have not received our final reservation confirmation code via email, or heard from us by phone/email, call us at 800-455-4662. Double check our email didn't automatically go into your spam/bulk folders. We recommend you add our email addresses info@fivediamondslimo.com & fivediamondlimo@sbcglobal.net to your "safe list" address book.

Cancellation Policy Questions

What are the terms of your cancellation policy?
Upon receiving our final reservation confirmation code via email, you have up to 24 hours to cancel your reservation free of charge. After 24 hours you have to pay 25% cancellation fee. Less then 72 hours of the event time, you have to pay full amount.
How do I cancel my reservation?
To cancel your reservation, visit our SSL encrypted Contact Us page, select the "Cancellations" option from the QUESTION field, and enter your reservation confirmation code in the MESSAGE field. For billing purposes, we require all cancellations be made online and NOT by phone. Understand the financial penalties associated with reservation cancellations by reading the terms of our Cancellation Policy.
Do you have a cancellation 'credit' policy?
We will extend a 'credit' for cancellations that can only be 'redeemed' by fulfilling a limo reservation within 90 days of the original cancellation date. Here's how this works: When you cancel, the subsequent cancellation charge will immediately be deducted from your credit card. However, you have 90 days to have this charge 'reversed' if you book a new reservation scheduled to occur in 90 days using the same credit card. We will deduct the cancellation charge from the balance of your new limo reservation's final sale. For billing purposes, we require this reservation modification be made online and NOT by phone. Visit our SSL encrypted Contact Us page, select the "Cancellations" option from the QUESTION field, and enter your 'requested credit needs' in the MESSAGE field.
Will a phone call be okay to cancel my reservation?
No. To cancel your reservation, visit our SSL encrypted Contact Us page, select the "Cancellations" option from the QUESTION field, and enter your reservation confirmation code in the MESSAGE field. For billing purposes, we require all cancellations be made online and NOT by phone. Understand the financial penalties associated with reservation cancellations by reading the terms of our Cancellation Policy.

"No Show" & "Delays" Policy Questions

What if I don't show up for my reservation, aka 'No Show' ?
All 'No Show' situations are considered a full cancellation if we have to wait at the original pick-up destination for 30 minutes or more with NO WRITTEN NOTIFICATION via email or text message only, from the primary name on the credit card used to book the reservation. We recommend you call our TOLL FREE NUMBER 800-455-4662 or email or text info@fivediamondslimo.com & fivediamondlimo@sbcglobal.net and explain your "No Show" situation. Understand the financial penalties associated with reservation cancellations by reading the terms of our Cancellation Policy.
What if I'm going to be late for my reservation, aka 'Delays' ?
All 'Delays' situations may be considered a full cancellation if we have to wait at the original pick-up destination for 30 minutes or more with NO WRITTEN NOTIFICATION via email or text message only, from the primary name on the credit card used to book the reservation. We recommend you call our TOLL FREE NUMBER 800-455-4662 or email or text info@fivediamondslimo.com & fivediamondlimo@sbcglobal.net and explain your "Delay" situation. Understand the financial penalties associated with reservation cancellations by reading the terms of our Cancellation Policy.

Driving Safety Policy Questions

What Laws and Regulations are you in compliance with?
Our company is in full compliance with California Vehicle Code Section 1808 [VC 1808.1(a)(b)(c)(f)]; Section 34505 [VC 34505(a)(b)c); VC 34505.5(a)(b)(c)]; Section 34507 [VC 34507.5(b)(1)(3)]; Title 13 of the California Code of Regulations [13 CCR 1202.2, 49 CFR 396.11(c)(2); 13 CCR 1229; 13 CCR 1230; 13 CCR 1232(a); 13 CCR 1234(a)(b)(e)(f); 13 CCR 1256]
How would you rate your Driving Records?
Excellent. In compliance with California Vehicle Code Section 1808, we obtain and review a DMV report showing our driver's current driving record prior to allowing him to drive any of our vehicles. None of our drivers have a revoked or suspended license, or been convicted of driving under the influence of alcohol or drugs. We only employ drivers that have demonstrated their ability to safely operate our vehicles before allowing them to operate them on the highway unsupervised.