Legal
Terms of Service
The rules that apply when you reserve, purchase, or use Shuttle Buddy transportation and related services.
Effective date: August 6, 2026
1. Agreement to these Terms
By visiting the website, making a reservation, purchasing or using a ticket, joining an alert list, or using a future Shuttle Buddy mobile application, you agree to these Terms and the policies presented during checkout. If you book for another passenger, you are responsible for providing these Terms to that passenger.
2. Services and schedules
Shuttle Buddy LLC provides scheduled passenger transportation, including current Fayetteville–RDU service and other routes that may be introduced. Downtown Raleigh and Workforce Express remain planned services until reservations open. Published schedules, stops, fares, vehicles, and amenities may change for safety, operations, traffic, weather, demand, or legal requirements.
Passengers must arrive at least 15 minutes before departure. The shuttle leaves at the time printed on the ticket. Shuttle Buddy is not responsible for a missed departure caused by passenger tardiness or arrival at the wrong location.
3. Reservations, passenger information, and payment
Reservations are subject to seat and vehicle availability. Online reservations and payments are processed through a secure third-party booking and payment platform. The fare, taxes, fees, route, passenger types, and departure shown at checkout form part of the purchase.
Passengers must provide accurate contact, travel, and accommodation information. A qualifying ID may be required for discounted military or student fares. Fares and promotions cannot be combined unless expressly permitted.
A customer who plans to leave a vehicle at Shuttle Buddy must complete the Customer Vehicle Parking Form before the outbound trip. The form must include the passenger name, booking confirmation number, outbound and scheduled return trip information, phone number, and the vehicle year, make, model, color, license plate number, and plate state. Parking is not authorized until the required information has been submitted.
4. Children and infant tickets
Children under three ride free but must have a $0 Infant (Under 3) ticket so a seat is reserved. An infant ticket must be accompanied by a Standard Passenger or Military / Student ticket. A parent or guardian must bring and properly use an age-appropriate car seat. Shuttle Buddy does not provide car seats. The accompanying adult is responsible for the child and car seat at all times.
5. Accessibility and service animals
Shuttle Buddy serves passengers with disabilities, including passengers who use wheelchairs, without an added accessibility fee. A rider who needs a wheelchair-accessible vehicle should select “Wheelchair-Accessible Vehicle Required” during booking or contact Shuttle Buddy as soon as the need is known. This allows an appropriate vehicle and securement area to be assigned. If a particular accessible vehicle is temporarily unavailable, Shuttle Buddy will contact the rider to arrange an accessible alternative or another departure.
Reasonable assistance with boarding, securement systems, and mobility devices is available. Trained service animals may accompany their handlers without a pet fee and must remain under the handler’s control. For another accommodation or an accessible booking method, call 910-936-3784 or email Info@goshuttlebuddy.com.
6. Allowable baggage and pets
Each ticket includes, at no additional charge, one personal item, one carry-on bag, and one checked bag. Each additional bag costs $10 per bag and is accepted only when vehicle storage and safe-operation limits allow. Passengers are responsible for identifying and retrieving their property. Shuttle Buddy is not liable for lost, stolen, forgotten, or damaged property except where liability cannot legally be excluded.
The pet fee is $25. Pets must travel in an appropriate kennel and remain well behaved. Service animals are governed by the accessibility section and are not charged a pet fee.
7. Cancellation and rescheduling
24-hour booking grace period
A reservation may be cancelled for a full refund within 24 hours after it was booked, provided the cancellation is completed before the final 24 hours leading up to departure.
More than 48 hours before departure
After the grace period, cancellation carries a $25 fee. Instead of cancelling, the passenger may reschedule without a change fee, subject to availability and any fare difference.
Within 48 hours of departure
The reservation is nonrefundable, except that a reservation newly booked during this period may be cancelled for a full refund before the trip enters its final 24 hours. Once departure is less than 24 hours away, the reservation is nonrefundable.
No-call/no-show
A no-call/no-show reservation is nonrefundable and non-reschedulable. Repeated no-shows or unsafe conduct may result in refusal of future service where permitted by law.
8. Flight delays and events beyond the passenger’s control
A passenger affected by a documented flight delay, severe weather, or similar event should contact Shuttle Buddy as soon as possible. Shuttle Buddy will make a reasonable effort to accommodate the passenger on the next available departure at no additional charge, but a particular seat or time is not guaranteed.
9. Shuttle Buddy delays, missed flights, and cancellations
Shuttle Buddy may modify, delay, substitute, or cancel service for safety, weather, traffic, mechanical, capacity, regulatory, or operational reasons. If Shuttle Buddy cancels a trip, affected passengers will be offered an accessible alternative service, another available departure, or a full refund of the affected Shuttle Buddy fare, as appropriate.
Missed flight caused by a Shuttle Buddy-controlled delay
A passenger may request a full refund of the affected Shuttle Buddy fare when all of the following are true: (1) the passenger booked a shuttle scheduled to arrive at RDU at least two hours before a domestic flight, or allowed the longer period recommended by the airline for international or special travel; (2) the passenger arrived for the shuttle at least 15 minutes early and supplied accurate flight information; (3) Shuttle Buddy arrived at the airport later than the published scheduled arrival because of a delay within Shuttle Buddy’s reasonable control, such as a preventable operational error or a vehicle problem not caused by an outside event; and (4) that late arrival caused the passenger to miss the flight.
There is no automatic missed-flight refund when the passenger selected a shuttle with less than the recommended airport buffer, arrived late for the shuttle, supplied inaccurate travel information, missed the booked shuttle, or when the delay resulted from circumstances outside Shuttle Buddy’s reasonable control, including severe weather, an accident or emergency, extraordinary traffic, road closure, airport or security restriction, government action, or another event Shuttle Buddy could not reasonably prevent. Shuttle Buddy may still offer the next available departure, a reschedule, or another courtesy resolution after review.
Example: A customer books a shuttle scheduled to reach RDU at 7:30 a.m. for a 10:00 a.m. domestic flight and arrives for the shuttle at least 15 minutes early. A Shuttle Buddy vehicle problem within the company’s reasonable control causes arrival at RDU at 9:30 a.m., and the customer misses the flight. After verification, Shuttle Buddy refunds the affected shuttle fare. Shuttle Buddy does not pay for the replacement airline ticket, airline change fee, hotel, meal, rental car, lost wages, or another indirect expense, except where applicable law requires otherwise.
How to request review
The passenger must contact Shuttle Buddy as soon as possible and preferably within 24 hours after the missed flight. The request should include the Shuttle Buddy booking confirmation, airline itinerary, scheduled flight time, and available documentation showing the missed flight or airline rebooking. All requests remain subject to verification and staff review. A refund under this section is limited to the affected Shuttle Buddy fare and does not include airfare or other indirect, incidental, special, or consequential losses, except where liability cannot legally be limited.
10. Customer parking and towing
Customers may leave vehicles at 5419 Raeford Rd, Fayetteville, NC 28304 only after completing the Customer Vehicle Parking Form described in Section 3. Parking is monitored and staff are in and out of the office throughout the 24-hour operating period; however, parking remains entirely at the vehicle owner’s risk. Shuttle Buddy LLC does not accept responsibility for theft, vandalism, damage, loss, towing, weather damage, or property left inside a vehicle, except where liability cannot legally be excluded.
A vehicle remaining on Shuttle Buddy property more than 12 hours after the scheduled return-trip arrival time shown on the customer’s reservation may be towed at the vehicle owner’s expense. The owner is responsible for all towing, storage, administrative, and vehicle-recovery charges. Shuttle Buddy may provide a reasonable accommodation when advance notice of a delay or schedule change is received and approved, but approval is not automatic.
Current towing contact (subject to change):
Quality Towing & Recovery, Inc.
422 Blount St., Fayetteville, NC 28301
(910) 860-0062
qualitytowingnc.com
Shuttle Buddy may change towing providers. Any provider information or notice posted at the parking location at the time of removal will control if it differs from this page.
11. Passenger conduct, vehicle cleanliness, and safety
Passengers must follow lawful driver instructions and must not threaten, harass, endanger, or materially disrupt other passengers or staff. Smoking, vaping, alcohol consumption, and illegal substances are prohibited onboard. A passenger may be refused boarding or removed when reasonably necessary for safety or lawful operations. Refunds are not provided for removal caused by the passenger’s prohibited conduct.
A $150 non-refundable cleanup fee will be charged when a passenger causes an excessive mess or leaves bodily fluids, biohazard material, significant spills, smoke or vape residue, or another condition requiring cleaning beyond normal vehicle turnover. The cleanup fee does not limit responsibility for separate physical damage to the vehicle or equipment.
12. Workforce Express and other planned routes
Workforce Express is an independent employee transportation service and is not affiliated with or sponsored by Amazon. Proposed route information, multi-trip pricing, and booking methods are not final until the service launches. Downtown Raleigh schedules and fares are also not final. Terms displayed at purchase control for any newly launched product.
13. Website, app, and communications
The website and future app may occasionally be unavailable or contain errors. Shuttle Buddy may correct content and update features. App and route-launch emails are optional. Shuttle Buddy does not send marketing text messages based solely on an email-list signup. Operational communications about an existing booking may still be sent using the contact information supplied for that trip.
14. Privacy
Personal information is handled as described in the Privacy Policy. A secure third-party provider processes online payments and reservations. Other service providers may support hosting, forms, email, analytics, and the future app.
15. Disclaimers and limitation of liability
Transportation involves traffic, weather, mechanical, security, and third-party risks. Shuttle Buddy will provide services with reasonable care but does not guarantee arrival times, uninterrupted technology, flight connections, or the availability of a particular vehicle or amenity. To the fullest extent permitted by law, Shuttle Buddy LLC is not responsible for indirect, incidental, special, or consequential losses. Nothing in these Terms excludes rights or liabilities that cannot legally be excluded.
16. Governing law and updates
These Terms are governed by applicable federal law and the laws of North Carolina. Shuttle Buddy may update these Terms by posting a new effective date. The version accepted or presented at purchase applies to that transaction unless applicable law requires otherwise.
17. Contact
Shuttle Buddy LLC
5419 Raeford Rd, Fayetteville, NC 28304
Info@goshuttlebuddy.com
910-936-3784