FAQ

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 full refund. 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.

We have a variety of carseats including rear and forward facing carseats and boosters. Our vans have mainly Graco TriRide car seats and Graco boosters. Please note that while our drivers often have car seats already installed for you, it is the family’s responsibility to adjust their car seat installation to their liking as each child’s size is different.

We do allow grocery runs but they are an additional charge and must be scheduled in advance. Once those are scheduled and paid for guests are instructed to preorder their groceries for curbside pickup at the Publix at Lake Cay Commons located at 9930 Universal Blvd in Orlando.

You will receive a confirmation indicating that we have scheduled and confirmed your rides. However, your rides are not fully confirmed until payment is made. We request that payments be made within 3 days of receipt and will contact you if payment has not been made after that. After multiple attempts to receive payment we will cancel your rides for non-payment. Additionally, 1 - 3 days before your first scheduled ride you will receive a welcome text confirming all travel details.

FOR AIRPORT PICKUPS - All guests will be picked up on the Ground Transportation level. A text will be sent from your driver regarding his or her exact location. FOR RESORT PICKUPS - All guests will be picked up outside in front of the resort lobby. If you are at a resort that allows pick ups at the guest building, we can pick up there if provided with that information ahead of time.

For Disney’s Animal Kingdom, Disney’s Hollywood Studios and Epcot, we drop off at the main gate near the ride share stands. For Disney’s Magic Kingdom, we pickup and drop off at the Transportation and Ticket Center (TTC). Only Disney operated vehicles are allowed to pickup and drop off in the bus loop for Magic Kingdom.

All of our transfers are private.

Please review the images to determine if your party's luggage would be able to fit in our vans. If you feel you need two vans for your party, please let us know.

You are welcome to call/text us to check availability for a potential ride change. However, your ride is scheduled amongst a dozen or more other rides and any changes to one scheduled ride has a direct impact on the other scheduled rides. If your times or dates change we need to know as soon as possible. At times we can accommodate & at times, we can not. On the date of your ride, you must be ready to depart at the prescheduled time. We will allow you a 5-minute grace period (non-airport locations) and if you are not there at time your driver will head to his next run and your fare will be forfeited.

If your flights change or are delayed, please notify us immediately via text. We will do whatever we can to try to re-accommodate you but that will not always be possible depending on the other rides already committed to that day at or around that time. If your departing flight was changed to a later time and we cannot accommodate you we will request that you keep your original time as we are still able to get you the airport at the time we originally committed to.

We rent Zoe Tour V2 single strollers and Zoe Twin V2 double strollers. We have a select few City Mini Strollers for bigger kids.

We offer stroller rentals with a variety of options as well as the option to purchase a case of water. Our plan is to have the stroller ready in the van for all pickups. However, if this isn't feasible due to flight schedules or other logistics, we will deliver the stroller to the resort within approximately 15-20 minutes of your arrival. The stroller return driver will meet you at the resort at the time of your pickup. In some cases, the driver may need to arrive up to 30 minutes earlier due to other pickups scheduled that day. If this is necessary, we will inform you in advance.

Yes, you can book a stroller without booking transportation. On our booking form, please put ride 1 and ride 2 as your drop off and pick up information but note that you do NOT need a ride but instead need just a stroller.

The strollers are cleaned and disinfected after each rental term and before being rented to another family. Health & safety is our number one concern.

The below terms and conditions are listed in every invoice: Please review for accuracy, it is your responsibility to notify Away We Go, LLC of any discrepancies by calling 407-743-5252 or emailing us at info@awaywegoco.com. Please note, we DO track your flight coming into Orlando but we do NOT track outbound flights on your departure day. It is your responsibility to let us know of any changes to your flight time. Additionally, it is your responsibility to make sure that a resort pick up time is listed as the time you want to be PICKED UP, not the flight departure time. If you fail to have us correct this information (if scheduled incorrectly), no refunds will be issued. We provide the information above as well as in a confirmation text a few days prior to travel. Please read all communication sent to you. Your card will be charged the amount in full at time of confirmation. Any changes to future bookings MUST be done by contacting us at info@awaywegoco.com. For urgent needs 24-48 hours before travel, please call or text our dispatch line at 407-750-8686. Please be advised that you must cancel your reservation MORE THAN 5 days prior to your first scheduled pick-up date. Should you fail to cancel your reservation MORE THAN 5 days prior to your first scheduled pick-up time or fail to show up at your pre-scheduled pickup time, you will forfeit the full fare of all scheduled rides. Should your flight be cancelled or your plans are canceled 5 or less days 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. Credits will automatically expire 12 months after the date of the last scheduled ride on the invoice. However, if you cancel your ride in less than 24 hours of scheduled pickup time there will be no credit or refund offered. If last minute change 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. If you do not see our driver at the airport, you MUST call/text us immediately so we can locate the driver for you. DO NOT depart the airport if you are unable to find the driver. You will be charged full 1-way fare if you fail to notify us via our phone number or text line. You must contact the office immediately if you are unable to locate our driver. 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. Please call/text us immediately if your flight is cancelled or changed, to make sure we can still accommodate you. On the date of your ride, you must be ready to depart at the prescheduled time. We will allow you 5-minute grace period (non-airport locations). For airport, please deplane and make your way to baggage claim. We allow time for restroom breaks & stroller pick-ups. 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. Due to flight delays or vehicle breakdowns, there is a slight chance that you might be transported in a vehicle other than the one you reserved. It is the customer's responsibility to install/re-install and inspect any child seats that are used from Away We Go, LLC. Away We Go, LLC drivers will NOT install any child seats due to liability issues. Consumption of food items IS NOT allowed inside the vehicle. A cleaning fee of $150 will be imposed for any food or beverage spills in the vehicles. Any cancellation refunds may take up to 14 days to be credited back to the card originally used. Not responsible for allergic reactions a guest may have due to something consumed by a prior guest in the van. Not responsible for articles left in the vehicle's passenger compartment and if found will be delivered (schedule permitting) for a charge or shipped at customer’s expense. Not responsible for luggage transported, dropped off, or picked up by Away We Go, LLC. In the event fuel prices reach $4 per gallon or higher in the state of Florida for diesel fuel a fuel surcharge of 5% or higher, depending on increase, of the total will be charged to the account on file. We have a minimum of $300.00 fee for any vomit or other bodily fluids inside of our vehicles. We have to remove the vehicle from service and we have to get it professionally cleaned in order to ensure safety for our clients. For stroller rentals, please refer to the rental agreement you sign separately. WAIVER of LIABILITY. - 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. ASSUMPTION OF RISK. -- 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 LAWSUIT/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. By accessing and adding/confirming your credit card information you are hereby authorizing Away We Go LLC to charge your card for services rendered.

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 45 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.