Booking & Rental Policies

Booking & Rental Policies

A little clarity before your mountain plans begin. Here’s how booking, changes, rentals, and photography work with WESTWARD.

These policies apply to WESTWARD transportation, experiences, and rentals. Your written confirmation identifies your selected services, inclusions, dates, times, and prices. Any special terms must be clearly disclosed and agreed before booking.

Booking & Payment

Your booking is confirmed when WESTWARD accepts your requested schedule, the required payment is completed, and we send written confirmation. Submitting a request or receiving an automated order receipt does not by itself confirm availability.

We aim to review requests within one business day. Please wait for your confirmation before treating a requested ride or experience as reserved.

For payment methods that support authorization before charging, a temporary hold may appear when you submit your request. We capture payment after confirming availability. Other payment methods may charge immediately; if we cannot accept your request, we will refund that payment. Your bank controls how quickly a released hold or refund appears.

Your confirmation states the group size, itinerary, price, and included amenities. Applicable taxes and mandatory charges are disclosed before payment. Gratuity is optional and is not automatically added.

Additional services, stops, rental extensions, or overtime require agreement and availability. We will explain additional charges before you accept them. For combined bookings, your confirmation identifies component values so any eligible partial refund can be calculated clearly.

For personalized purchases outside your standard package, we will obtain approval of any nonrecoverable cost before committing to it. Standard included refreshments and reusable WESTWARD inventory do not create separate cancellation deductions.

Cancellations & Changes

All deadlines use Mountain Time and the scheduled start of the affected service. Send cancellation or change requests using the email address or text number in your booking confirmation. Keep a copy; we use the time your request is received to determine the applicable deadline.

Standard transportation, experiences, and add-ons

This schedule also applies to standalone Closet rentals, measured from the scheduled delivery time, and WESTWARD-provided photography. Rentals included within an experience follow that experience’s cancellation terms.

Full-day and multiday reservations

These bookings reserve a larger portion of our availability. The following schedule applies to Private Driver for the Day and reservations explicitly confirmed as a full-day or multiday booking.

An ordinary airport round trip on different dates is not, by itself, a multiday reservation. Its legs follow the standard policy, using the departure time and allocated price of each affected leg.

Rescheduling and changes

With at least 48 hours’ notice for standard services, or seven days’ notice for full-day and multiday reservations, there is no change fee, subject to availability and any difference in service price. With less notice, the cancellation terms apply unless we agree otherwise in writing. Moving a reservation does not erase a cancellation charge already incurred.

Guest-count changes, shorter service windows, or removal of a separately priced component follow the same deadlines for the affected amount. Package minimums still apply, and unused time after service begins is not refundable.

Refunds and WESTWARD cancellations

If WESTWARD cancels or cannot provide a confirmed service, you may choose rescheduling or a refund for the unprovided service. Store credit is not required. We initiate approved refunds within five business days; your payment provider determines when funds appear.

Any deduction for a personalized purchase must have been disclosed and approved in advance and reflect an actual nonrecoverable cost. It will be itemized and will not be counted twice within a cancellation charge. If WESTWARD cancels the service, we refund its unprovided portion without a personalized-purchase deduction.

Flights, Weather & Closures

Airport travel

Please provide accurate flight information and a reachable mobile number. We monitor the supplied flight and adjust your pickup where possible. A flight delay is not treated as a guest being late at the curb. A significant delay may require a revised pickup arrangement rather than unlimited driver standby.

If your airline cancels your flight, contact us promptly with the cancellation details. We offer rescheduling or a refund for the affected unused airport transfer. Other experiences retain their own cancellation terms unless an exception below applies. If we cannot accommodate your delayed arrival, we will refund the unprovided transfer.

Mountain weather and road conditions

Safety determines whether a ride can operate. Ordinary snow, cloud cover, or an unfavorable forecast does not automatically qualify for a refund when service can safely proceed.

If unsafe conditions or road closures prevent WESTWARD from providing your service, you may choose rescheduling or a refund for the affected unprovided service. We will communicate any necessary changes as soon as practical.

Activity and venue closures

If the destination for a destination-specific experience closes, we will offer an agreed alternative, rescheduling, or a refund for the affected unprovided package. A lift closure does not automatically cancel resort transportation if your agreed destination remains accessible and the ride can still operate; contact us to discuss your plans.

Guests arrange and pay for hot-springs admission, dining, lift tickets, lessons, and other activities unless explicitly included in their confirmation. Missing a reservation or failing to purchase admission does not constitute a venue closure. Third-party purchases follow that provider’s policies; WESTWARD refunds cover WESTWARD services.

Your Ride

Our XL Denali Ultimate accommodates up to six guests. Two second-row captain’s seats are heated. In a group of six, one guest sits in the front passenger seat. Passenger count, luggage, skis, and other equipment must be disclosed so we can confirm space before booking.

Please tell us in advance about child-restraint needs, accessibility requirements, or pets so we can discuss arrangements. Service animals are accommodated as required by applicable law. Guests must use the required seat belts and child restraints. Smoking and vaping are not permitted in the vehicle.

Included waiting time

• Local scheduled pickups: 15 minutes from your confirmed pickup time.
• Airport arrivals: 60 minutes from the flight-adjusted pickup time confirmed with you.
• Hourly and full-day bookings: Driving and waiting both count within your reserved time; there is no second waiting charge for those same minutes.

When additional waiting is available, it is charged at $150 per hour, prorated at $2.50 per minute, after the included waiting period. We will notify you of the charge before additional paid waiting begins.

Hourly service starts at the confirmed pickup time and has a two-hour minimum. Full-day service reserves eight hours from the confirmed start time. Approved time beyond your reserved period is charged at $150 per hour, prorated per minute. Extensions and extra stops depend on availability. Time lost because WESTWARD arrives late is not charged to you.

Late arrivals and no-shows

Contact us as soon as you know you may be late. We attempt to reach you by phone or text before treating a booking as a no-show. A local pickup may be treated as a no-show after 30 minutes; an airport pickup may be treated as a no-show after its included 60-minute waiting period, unless a different arrangement has been agreed.

No-shows follow the applicable cancellation policy. We do not add a separate waiting charge on top of a full no-show charge for the same missed pickup.

Care of the vehicle and onboard amenities

Ordinary use and routine cleaning are included. If a guest causes damage or an incident requiring exceptional cleaning, we document the issue and provide an itemized explanation of reasonable cleaning or repair costs before requesting payment.

We may stop or decline service where behavior creates a safety risk. Onboard Wi-Fi and charging are amenities; uninterrupted connectivity cannot be guaranteed. Please tell us about refreshment preferences or allergies in advance; we cannot promise an allergen-free environment.

The Closet & Rentals

These terms cover WESTWARD coats, hats, accessories, any rented footwear, and reusable robes, towels, and carry totes provided with experiences.

Your items and return time

Your confirmation and handoff checklist identify the items, rental period, collection arrangements, and disclosed replacement values. Standalone rentals have an exact delivery and collection date and time.

Après rentals are collected at your scheduled return. Hot-springs robes, towels, and reusable totes are collected at the end of your experience. Please return every item to WESTWARD or to a collection location we have agreed with you. If items are ready at an agreed collection point and WESTWARD is late collecting them, no late fee applies.

Fit, condition, and substitutions

We review your items together at handoff. Please report a fit issue or preexisting damage within 24 hours of receipt or before use, whichever comes first. Reporting promptly helps us document the issue; you are not responsible for damage shown to predate your rental.

Styles and sizes depend on availability. If we cannot provide an agreed item or suitable fit, we will offer an acceptable substitute or refund the affected rental portion. For bundled experiences, that portion is identified in your confirmation.

Cleaning and care

Wear your pieces and leave the cleaning to us. Routine cleaning, ordinary wear, removable makeup marks, and minor repairs are included. Please do not wash, dry-clean, steam, alter, or repair rented items yourself. Follow any item-specific instructions, including wearing socks with rented footwear.

Damage and missing items

We do not charge for every small imperfection. Burns, major tears, permanent stains, and similar damage beyond ordinary wear may incur a documented reasonable repair charge, capped at the item’s disclosed replacement value.

Lost or unrepairable items may incur the replacement value disclosed before rental. Values reflect reasonable like-for-like replacement and item condition. We provide photographs or other supporting information and an itemized explanation before requesting payment. Contact us promptly if you believe an assessment is incorrect.

No separate cash security deposit is required. Additional amounts are invoiced unless you have expressly authorized a supported payment arrangement. Completing your original booking does not by itself authorize unspecified future charges.

Late returns

Contact us before your collection time if you need a change. Where practical, we allow one courtesy rearrangement within 24 hours of the original collection time. If items are still unavailable for return after that 24-hour period, the late charge is $50 per group for each additional 24-hour period or part of one, until the items are returned or treated as missing.

After seven days without return and written reminders, items may be assessed as missing at their disclosed replacement values. Late fees are credited against any replacement assessment, and combined late and replacement charges will not exceed the disclosed replacement value of the outstanding items. We do not charge for delays caused by WESTWARD.

If an item is returned after a replacement assessment, we review its condition and adjust the assessment accordingly, retaining only applicable late charges and documented damage costs within the same cap.

Photography

Our standard WESTWARD photo add-on includes a 30-minute session and at least 15 edited digital photos per group, unless a different scope is clearly agreed before booking.

We deliver your photos through a private download gallery within seven business days. Editing includes color, exposure, and cropping. RAW files, extensive retouching, and body or object alterations are not included. Galleries remain available for 90 days after delivery; please download and back up your files during that time.

Timing, weather, and delivery

Late arrival does not extend the original session end time unless an extension is available and agreed. Safe snow or cloud cover does not automatically cancel a session. For unsafe conditions, we will offer an agreed location change or rescheduling; if neither is workable, we refund the unprovided photo component.

WESTWARD-provided photography follows the standard cancellation schedule above. If we cannot deliver the promised minimum because of a technical failure on our side, you may choose an available reshoot or a refund of the photo component. For a separately contracted photographer, any different terms must be disclosed and accepted before booking.

Your use of the photos

Your package includes permission to download, print, and share the delivered images for personal use, including personal social media. The photographer retains copyright unless otherwise agreed. Business marketing, advertising, or other commercial use requires an expressly included or separately agreed license.

Your privacy and promotional permission

Buying a photo package does not give WESTWARD permission to use your identifiable images in marketing. We ask separately, in writing, and you may decline without affecting your service or standard price.

Any promotional agreement identifies the approved images and uses, such as our website, organic social posts, or paid advertising. Each identifiable adult gives their own permission; a parent or legal guardian must authorize promotional use of a minor’s image. One guest cannot give permission on behalf of every adult in the group.

Questions & Requests

Reply to your WESTWARD booking confirmation using its listed email address or text number for changes, cancellations, rental questions, or concerns. For time-sensitive matters, text the number in your confirmation and include your booking name and service date.

These policies do not limit rights that cannot be excluded under applicable law. If a situation is not covered here, we will explain the proposed resolution and any charge before asking you to agree.