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FAQ

Here are some questions we get asked often. If you still have more questions, feel free to reach out.

  • What is your cancellation policy?
    Here are a few key points about our cancellation policy per our terms and conditions: 1. You must cancel your reservation MORE THAN 5 days (6 days or more) prior to your first scheduled pick-up date for a refund. Cancellations made within 5 days of your scheduled ride are non-refundable but a credit can be received. If canceled more than 5 days before your first scheduled pick-up date, you will receive a full refund minus a 10% card processing cancellation fee. 2. If your flight is canceled or your plans are canceled 5 days or less prior to your first scheduled ride, we are happy to offer a credit for future rides. - (Rides must be booked and completed within 12 months of the date of the last scheduled ride on the invoice.) 3. If you cancel your ride less than 24 hours before your scheduled pickup time there will be no credit or refund offered. - (If a last-minute change of pickup time is requested, within 24 hours, we will do our best to accommodate the change. However, if we are completely booked and can only accommodate your previously confirmed pick-up time, no credit or refund will be offered.) 4. Should you fail to show up at your pre-scheduled pickup time, you will forfeit the full fare of all scheduled rides.
  • What type of carseats do you provide?
    We offer a variety of car seats, including rear-facing, forward-facing, and booster seats. Our vans are primarily equipped with Graco TriRide car seats and Graco boosters. Please note that while our drivers often have car seats installed ahead of time, it is the family's responsibility to adjust the car seat installation as needed, since each child's size and fit may vary.
  • Do you allow grocery runs?
    We’re happy to offer grocery runs for an additional charge, but they do need to be scheduled in advance. Once it’s set up and paid for, we’ll ask guests to preorder their groceries for curbside pickup at the Publix at Lake Cay Commons (9930 Universal Blvd, Orlando).
  • How/when will I know my rides are confirmed?
    You’ll receive an invoice confirmation letting you know that your rides have been scheduled. Please note that your rides aren’t fully secured until payment is made. We kindly ask that payment be completed within 3 days of receiving your confirmation. If we haven’t received payment, we’ll reach out with a reminder, but after multiple attempts, we will need to cancel your rides for non-payment. Additionally, 4 days before each scheduled ride, you’ll also get a welcome text confirming all of your travel details.
  • Where do you pick up/drop off?
    For Airport Pickups: All guests will be picked up on the Ground Transportation level. Your driver will send you a text with their exact location. For Resort Pickups: All guests will be picked up outside in front of the resort lobby. If your resort allows pickups directly at your guest building, we’re happy to meet you there — just let us know in advance.
  • Do you drop off at the park's main gates?
    For Disney’s Animal Kingdom, Disney’s Hollywood Studios, and EPCOT, we drop off at the main gate near the rideshare stands. For Disney’s Magic Kingdom, all pickups and drop-offs are at the Transportation and Ticket Center (TTC), as only Disney-operated vehicles are permitted to use the bus loop at Magic Kingdom.
  • Are your transfers private or shared?
    All of our transfers are completely private — just for you and your group!
  • How much luggage can you accomodate?
    Please take a look at the images to see if your party’s luggage will comfortably fit in our vans. If you think you might need a second van, just let us know — we’re happy to help!
  • Is my ride time flexible?
    You're always welcome to call or text us to check availability for a possible ride change. However, please keep in mind that your ride is scheduled alongside a dozen or more others, and any change to one ride can directly affect the rest of the schedule. If your times or dates change, we kindly ask that you let us know as soon as possible. Sometimes we’re able to accommodate changes — and sometimes, unfortunately, we can’t. On the day of your ride, it’s important to be ready to depart at your pre-scheduled time. We offer a 5-minute grace period for non-airport locations. If you’re not there after that, your driver will need to head to their next pickup, and your fare will be forfeited.
  • What happens if my flight(s) changes?
    If your flight changes or is delayed, please let us know right away via text at 407-750-8686. We’ll do our best to accommodate you, but please understand that it may not always be possible depending on the other rides scheduled for that day and time. If your departing flight is delayed and we’re unable to adjust your pickup, we kindly ask that you stick with your original time, as we can still ensure you get to the airport at the time we originally planned.
  • What strollers do you rent?
    We offer Zoe Tour V2 single strollers and Zoe Twin V2 double strollers for rent. Additionally, we have a limited number of City Mini Strollers available for bigger kids.
  • How do you stroller rentals work?
    We offer stroller rentals with a variety of options, as well as the option to purchase a case of water. Our goal is to have the stroller ready in the van for all pickups. However, if that’s not possible due to flight schedules or other logistics, we’ll deliver the stroller to your resort within approximately 15-20 minutes of your arrival. For stroller returns, the driver will meet you at the resort at your scheduled pickup time. In some cases, the driver may need to arrive up to 30 minutes earlier due to other scheduled pickups. If this is necessary, we’ll be sure to let you know in advance.
  • Can I rent a stroller without also booking transportation?
    Yes! We offer stroller rentals without the need for transportation. On our booking form, simply select "Stroller(s) Only."
  • Do you clean the strollers?
    The strollers are thoroughly cleaned and disinfected after each rental and before being rented to another family. Your health and safety are our top priority.
  • What are your transportation terms and conditions?
    **All times are in military time.** It is your responsibility to review your booking for accuracy. Notify Away We Go, LLC immediately if there are any discrepancies by calling 407-743-5252 or emailing info@awaywegoco.com. **For Arriving Flights** • Please provide the flight landing time. If your flight time changes, it is your responsibility to notify us. On arrival day, we will track your arrival flight and allow time for you to collect your bags. You will meet the driver on Ground Transportation Level 1. You can text or call us at 407-750-8686 at any time. If your flight time changes, it is your responsibility to notify us. We track your incoming flight to Orlando but **do NOT track outbound flights** on your departure day. • In the event your flight arrives earlier than scheduled, our team will make every effort to accommodate your updated arrival time. However, please note that your driver may experience a slight delay in reaching you due to other ride commitments scheduled prior to your original arrival time. Thank you for your understanding. *For Resort/Park Pickups*: The time listed should be when we will PICK YOU UP, NOT THE FLIGHT DEPARTURE TIME. Please confirm the pickup time is correct. Please be at your pickup location 10-15 minutes early. Our drivers are on tight schedules, and traffic can cause delays. If you haven't heard from your driver at the scheduled time, please allow a 15-minute grace period. During race events, delays can be longer. Drivers can wait up to 5 minutes past the scheduled pickup time, please be sure to arrive early. Notify us if there are any changes to your outbound flight time/pick up time. • If there is an error in the information we have, notify us immediately at info@awaywegoco.com. If we are not notified of incorrect information, no refunds will be issued. We also send a confirmation text a few days before travel—please read all communication. • Be sure to read the info-graph attached to this email. You could be picked up in a silver or grey Away We Go van. There are times you could be picked up in a yellow Mears van. These are drivers contracted with Away We Go who rent Mears vans. This is a standard practice. **Driver Issues and Delays** • If you cannot find the driver, CONTACT US immediately via call or text. DO NOT leave the airport. Failure to notify us will result in a full 1-way fare charge. • We reserve the right to charge you wait time and additional airport parking if your bags do not make it on the flight and you must fill out paperwork at the baggage claim. We WILL NOT charge you wait time if your flight is delayed for any reason. • Communication is key. Should your flight be delayed, we will try in good faith to get a vehicle dispatched to your location as quickly as possible. • Please call/text us immediately if your flight is cancelled or changed, to make sure we can still accommodate your new time. • Due to delays or breakdowns, you may be transported in a different vehicle than the one originally booked. **Child Seats** Customers are responsible for installing or inspecting child seats used by Away We Go, LLC. Our drivers will NOT install child seats for liability reasons. **Stroller Rentals** Refer to the separate rental agreement for strollers. Damage insurance covers repair or replacement costs for broken parts. It does not cover theft or lost strollers. Without insurance, you are responsible for replacement costs (if it is a replaceable part) or the cost of a new stroller (if brand parts can not be purchased for said damage and/or broken part). **Booking and Payment** • Double-check your invoice for accuracy. • Gratuity is included in the invoice. If you’d like to give an additional tip, you may do so directly to the driver via cash, Venmo, or CashApp (please note the driver’s name). • Your card will be charged in full at the time of confirmation. Changes to bookings MUST be made by contacting info@awaywegoco.com or by calling/texting 407-743-5252. For URGENT NEEDS within 24-48 hours of travel, please call or text our dispatch line at 407-750-8686. **Cancellations and Refunds** • To cancel a reservation (transportation and/or stroller rental), you must do so MORE THAN 5 DAYS (6 days or more) prior to your first scheduled pick-up date (or rental date, whichever comes first). Cancellations made within 5 days of your scheduled ride are non-refundable but a credit can be received. If cancelled more than 5 days prior to your first scheduled pick-up date, you will receive a full refund minus a 10% cancellation processing fee. • No refund or credit will be offered for cancellations made 24 hours or less from the scheduled pickup time. • Any cancellation refunds may take up to 15-20 business days to be credited back to the card originally used. • If you fail to show up at your pre-scheduled pickup time, you will forfeit the full fare of all scheduled rides. • On the date of your ride, you must be ready to depart at the prescheduled time. A **5-minute grace period** is allowed for non-airport locations. For airport pickups, please proceed to baggage claim/ground transportation level 1. We allow time for restroom breaks & stroller pick-ups. • If your flight is canceled or plans change within 5 days, but more than 24 hours, we will offer a credit for future rides, valid for 12 months from the last scheduled ride/rental date on the invoice. If canceled in less than 24 hours, no credit or refund will be offered. • Credits will automatically expire 12 months after the date of the last scheduled ride on the invoice. If last minute changes of pickup times are requested (within 24 hours) we will do our best to accommodate the change. If, however, we are completely booked and only able to accommodate your previously confirmed pickup time, no credit or refund will be offered. **Food and Cleanliness** • Consumption of food items is not allowed in the vehicle. A $150 cleaning fee will be charged for any food or beverage spills in the vehicle. • We are not responsible for allergic reactions due to prior guests’ consumption in the vehicle. **Damage Fees** A minimum $300 fee will be charged for cleaning vehicles contaminated by bodily fluids.We have to remove the vehicle from service and we have to get it professionally cleaned in order to ensure safety for our clients. **Lost items** We are not responsible for articles left in the vehicle, but found items will be delivered (schedule permitting) or returned for a fee/shipped at the customer’s expense. We are not responsible for luggage transported, dropped off, or picked up by Away We Go, LLC. **COVID-19 Waiver and Assumption of Risk** The novel coronavirus, COVID-19, has been declared a worldwide pandemic by the World Health Organization. COVID-19 is reported to be contagious. The state of medical knowledge is evolving, but the virus is believed to spread from person-to-person contact and possibly by contact with contaminated surfaces and objects or in the air. People reportedly can be infected and show no symptoms and therefore spread the disease. The exact methods of spread and contraction are unknown, and there is no known treatment, cure, or vaccine for COVID-19. Evidence has shown that COVID-19 can cause serious and potentially life-threatening illness and even death. Away We Go, LLC cannot prevent you [or your child(ren) or travel partners] from becoming exposed to, contracting, or spreading COVID-19 while utilizing Away We Go, LLC’s services or premises. It is not possible to prevent against the presence of the disease. Therefore, if you choose to utilize Away We Go, LLC’s services you may be exposing yourself to and/or increasing your risk of contracting or spreading COVID-19. By using our services, you acknowledge that COVID-19 is contagious and that there are risks involved. You voluntarily assume the risk of exposure, infection, or spread of COVID-19. I have read and understood the above warning concerning COVID-19. I hereby choose to accept the risk of contracting COVID-19 for myself and/or my children in order to utilize Away We Go, LLC’s services. These services are of such value to me [and/or to my children,] that I accept the risk of being exposed to, contracting, and/or spreading COVID-19 in order to utilize Away We Go, LLC’s services. **Waiver of Liability** I hereby forever release and waive my right to bring suit against Away We Go, LLC and its owners, officers, directors, managers, officials, trustees, agents, employees, independent contractors or other representatives. I understand that this waiver means I give up my right to bring any claims including for personal injuries, death, disease or property losses, or any other loss, including but not limited to claims of negligence and give up any claim I may have to seek damages, whether known or unknown, foreseen or unforeseen. This includes any connection with exposure, infection, and/or spread of COVID-19 related to utilizing Away We Go, LLC’s services. **Misc** •ECV/Scooters: Our van accommodates some folding ECVs/scooters but does not have a ramp or lift. Drivers cannot assist with loading. •If our services exceeded your expectations, please leave a review on our Facebook page and share our info in Disney planning groups. •For additional rides during your trip, text or call us at 407-743-5252. Thank you for choosing Away We Go!
  • What are your stroller rental terms and conditions?
    RENTAL AGREEMENT AND LIABILITY WAIVER This Agreement shall be between you the “Client”: and Away We Go, LLC (“AWG”). AWG remains the sole owner of all of its rental equipment. AWG is not offering for sale, and the Client is not purchasing, the equipment. The client hereby acknowledges that the equipment shall be for personal use only. By signing and accepting the terms and conditions of this rental agreement, the Client acknowledges that they have read, understood and agree to the terms stated below. Reservations and Payment of Rental Fees The Client's reservation is attached hereto and incorporated by reference. Payment is due at the time of making the reservation. The Client agrees to make alterations, adjustments, and additions to the form and/or amount of payment for the purposes of crediting, refunding, and charging for any service or fee associated with their reservation. AWG will confirm your reservation by email within 5 business days. Client should contact AWG if a confirmation email is not received within 5 business days of placing a reservation online. The colors of products may vary from the images shown. Delivery, Possession and Usage The Client agrees to only use the rental item for its intended purpose in a manner for which it was designed. At no time should the rental items stated weight limits (MAX 60 lbs per seat) be exceeded.

The Client agrees to watch included video(s) on how to properly use rental item(s). Client also agrees to recline the rental item prior to closing. At the time of reservation, the Client will specify the name and location of the Orlando theme park area resort, hotel or vacation home where the rental item(s) will be delivered and retrieved. Client understands that delivery/return pick up locations and procedures may vary based on their chosen location. The exact time and location of both deliveries and the return pick up will be communicated via text to the client. If client is unsure as to the location of the delivery or the return pick up, the client agrees to contact AWG to clarify. The Client understands that delivery and return are based on addresses in the immediate Orlando theme park area with addresses in the cities of: Orlando, Kissimmee, Clermont, Davenport, and Winter Garden. Addresses outside of these cities are not serviced Away We Go Transportation. The Client agrees to contact Away We Go Transportation within one hour of the agreed upon delivery/return pick up date and time by phone or text if the Client is unable to meet with a representative from Away We Go Transportation for the personal delivery/return pick up of their rented item at the agreed upon location. The Client agrees that if the Client is late, misses their delivery/return pick up time or is otherwise unavailable to meet with a representative at the agreed upon time, the client may (at AWG's sole discretion) request the next available meeting time for their designated resort. The Client agrees and understands that delivery and return pick up will be made face to face with a representative from Away We Go Transportation Strollers. The Client agrees to select an available time for delivery and return pick up in which the Client will be available to meet with a representative of Away We Go Transportation face to face. The Client agrees and understands that all requests for changes to the existing reservation must be made at least 24 hours before the agreed delivery time in said reservation. Change requests made less than 24 hours before the agreed delivery time will be honored at the discretion of AWG. The Client agrees and understands that all deliveries are made with earnest effort to the requested delivery time but, due to traffic or volume, understand there is an allowable 30-minute window of the requested delivery time. Client understands and agrees that during times of extreme weather, deliveries and/or pick ups may be temporarily suspended for the safety of delivery personnel until such time it is deemed safe by management to continue operations (Extreme weather may include but is not limited to: Tropical Storms/Hurricanes, Tornado warnings, winds exceeding 25mph ) The Client agrees that if no contact is made within 24 hours of the agreed delivery date, the Client accepts possession of the rental item(s) and its responsibilities during possession. If an attempt is made to deliver rental items to a vacation home and the Client is unavailable or the Client has provided the incorrect delivery location resulting in a 2nd trip to redeliver, a $15 re-delivery fee may be applied at AWG's discretion. The Client agrees that they have made every effort to verify that their desired delivery and return locations are within the stated delivery area and that this location is serviced by Away We Go Transportation. The Client agrees that any reservation may be altered or canceled at any time at AWG's discretion if the desired location is not in the delivery area as stated. The Client understands that any rental item returned to a location outside of our stated delivery area may incur a $125 fee at AWG's sole discretion. If the client has traveled outside of our delivery/pick up area and is unable to return, it is the client's responsibility to ensure that all items rented and items associated with the rental are returned to AWG on the original return date by means of taxi, rideshare services, courier or freight shipping (FedEx, UPS, USPS, etc..). All charges for any such return shall be the sole responsibility of the client. The Client agrees that any reservation may be altered or canceled at AWG's discretion if AWG deems the desired hotel, resort or vacation home's (delivery or pick up location) health and safety standards to be detrimental to the nature of our business. The Client agrees to maintain possession of the rental item throughout the course of their rental period. Rental items are to be kept secure when not in use (hotel rooms, vehicles). Items are not to be left in the resort hallways, with bell stands or luggage rooms for daily storage. Items found in resort hallways, with bell stands or luggage rooms may be considered abandoned or returned early and are subject to pick up. Items left in resort hallways, with bell stands or luggage rooms are not covered by the optional insurance purchase. The Client agrees to inform AWG immediately of any defect or malfunction while in use. Once notified, AWG will make every effort to remedy the issue in a timely manner. The Client agrees to only use the rental item for its intended purpose in a manner for which it was designed. At no time should the rental items stated weight limits (MAX 45 lbs per seat) be exceeded. The Client agrees that violations of this agreement may result in the termination of the rental. AWG reserves the right to terminate a rental based on evidence of abuse or violation of any and all parts of this agreement. Client agrees to surrender any and all rented equipment and accessories to AWG upon request from AWG. AWG may, at its sole discretion, refund any portion of a rental that it deems necessary to terminate. The Client agrees that based on the request of the client, any stroller exchange due to, but not limited to, stroller left in rain, child vomit, leaking diaper or other bodily fluid - may be charged a $35 exchange and cleaning fee of $100 at AWG's discretion. Returning Equipment It is the responsibility of the Client to be available at the agreed upon time and location for the return pick up. The Client agrees and understands that the return pick up must be made face to face with a representative of Away We Go Transportation. At no time should any rental item ever be left in the guests' room after check out. Rental items left in rooms will incur a $25 recovery fee. If the Client is unable to meet with the representative at the agreed upon time and location, the Client may (at AWG's sole discretion) reschedule their return for the next available time slot. If the Client wishes to extend the rental period, the Client must contact AWG before the agreed upon return time. AWG may, at its own discretion allow or deny any extension. Client agrees to allow the charge of $10 for each additional day or fraction of a day the rental item(s) is kept by the Client. Client agrees to contact AWG in the event of a delay in returning rental item(s) at the agreed upon time. It is the sole discretion of AWG as to whether a grace period may be granted. A $20 fee may be applied for return trips to pick up rental items if not returned at the agreed upon time as listed in the rental reservation or prearranged with AWG. Client may request a change of product for reasons of size or transportation issues. These requests are solely at the discretion of AWG based on product availability. Such requests are subject to a $10 fee per item. Damages to or loss of Equipment The Client shall accept for use, as is, the rental item(s) listed in the reservation and accept full responsibility for the care of the equipment while it is in the Client's possession. The Client is responsible to pay the full replacement value of any rental item(s) rented under this Agreement that is not returned to AWG within 24 hours of the end of the agreement. The Client is also responsible to pay the full replacement cost of each rental item(s) if the rental item(s) is not returned. If an item(s) has been recovered after the client has been charged, a full refund of the replacement charge will be issued to the client. **Note: Insurance Waiver does not protect against theft or loss of any equipment** The Client is responsible to pay the replacement cost of any lost parts or accessories, whether paid for or provided free of charge. These include but are not limited to: Shoulder straps, harnesses, parent consoles, rain covers, cooler bags, glider boards and car seat adapters. These items may be provided for a small fee or free of charge and are not guaranteed to be available during your rental. The Client is responsible for the loss, theft, damage or destruction of the rental item(s) and agrees to pay the full replacement value for the rental item(s). The Client is also responsible for the full replacement cost of the rental item(s) and agrees to pay the invoice for said cost within 3 days of receipt. The Client agrees to return the rental item(s) in the same condition as it was delivered, and to report any loss, theft, damage or destruction to the rental item(s) immediately to AWG. The Client hereby acknowledges that it was offered the opportunity to purchase insurance to cover the damage or destruction of the rental item(s) and elected/declines to purchase insurance. Insurance Waiver Terms and Definitions Insurance covering destruction or accidental damage is available to purchase prior to the finalization of this agreement and any time before taking possession of the rental item(s). Insurance is not available for purchase once the rental item(s) have been taken possession of. It is solely the responsibility of the Client to determine their participation in purchasing an insurance waiver. At no time shall any guarantee be made by AWG or understood by the Client that responsibility for the rented item(s) has been dissolved from the Client without the purchase of an insurance waiver. The insurance waiver will become null and void in the instance of fraud by nature of misrepresentation. The insurance waiver does not cover any rental item not returned to the proper location nor for any items left in the guests' room. The insurance waiver is only for items rented from Away We Go Transportation and does not include any personal items of the guests. The insurance waiver terminates at the designated return time listed in the reservation. Items not returned by the designated time will no longer be covered by the insurance waiver. 
Insurance shall be granted to the Client reserving an item(s) from AWG in which an insurance waiver was purchased for such said item(s). This insurance shall at no time be transferable to any individual other than the Client. This insurance waiver is only in effect and enforceable while in the possession of the Client. The Client will forfeit any claim to the benefit of insurance purchased if the Client relinquishes control or possession of the rented item(s) at any time to any individual who is not part of the original rental agreement. An insurance waiver purchased by the client shall be null and void in the following instances: Client abandons rental items during the rental agreement period Client disassembles or removes parts from the rental items that are not intended to be removed as part of its normal operation Client uses the rental item for anything other than its intended purpose Client fails to communicate changes to the agreed upon delivery or pick up locations Client fails to notify Away We Go Transportation immediately upon the discovery of a stolen item (within 2 hours of discovery) Client fails to file a report of lost/stolen item with the theme park or resort where the loss occurred within 2 hours of the discovery of the item being lost. Insurance DOES NOT cover the following instances: Rental item(s) are lost, stolen, abandoned, left behind or forgotten at a theme park, shopping center or other facility Rental item(s) are lost, stolen, abandoned, left behind or forgotten in a bus, car, taxi, or other form of transportation Rental item(s) left unsecured at a hotel, resort of vacation home Damage done to the equipment of others Damage or discoloration of stroller fabric from the application of sunscreen, suntan lotions or sprays Marker or pen markings on the interior of the stroller Loss of shoulder pads, shoulder straps, lap restraints and/or any latching equipment. Please note: Insurance does not cover the replacement of a rental item due to vomit or bathroom accidents. Insurance does not cover replacements for wet strollers caused by rain or other incidents outside of AWG’s control. Away We Go Transportation offers free rain covers to protect strollers from the elements. A $35 replacement and cleaning fee will be charge for replacing a wet stroller and is solely based on the availability of the model. If a rented item is thought to be stolen, the client must obtain a report from the theme park security and provide a copy of such report to AWG. If the event happens outside of a theme park, the client must file a report with the local police department and provide a copy of the report to AWG. Any incident of suspected theft must be reported to both theme park security or local police and to AWG within 2 hours of the incident. This notification must be in the form of email. Insurance does not guarantee a replacement item in the event the item was stolen or lost. To replace an item stolen or lost, a new rental reservation must be placed. Cancellation To cancel a reservation, you must do so MORE THAN 5 DAYS (6 days or more) prior to your first scheduled pick-up date (or rental date on your invoice, whichever comes first). Cancellations made within 5 days of your first scheduled ride/rental are non-refundable but a credit can be received if canceled more than 24 hours from the time of rental. Liability Waiver By accepting and using the rental equipment, the Client and any user, acknowledges that the rental equipment is being used at their own risk. AWG hereby makes no warranties with respect to the rental equipment, and AWG hereby specifically disclaims all warranties, whether express or implied. AWG and its employees, owners and affiliates will not be responsible for accidents, injuries or damages caused directly or indirectly by the use or misuse of the rental equipment. The Client and any user agree to hold harmless AWG and its employees, owners and affiliates, from any liability, injury, death, property loss or damage which may result directly or indirectly from the use of the rental equipment This Agreement is governed by the laws of the State of Florida.
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