Help Center

PSLuxor Help Center & FAQ

Find answers for Rider bookings, chauffeur onboarding, payments, waiting time, safety, account access, and support.

Getting Started

What is PSLuxor?PSLuxor is a premium black car transportation platform serving Palm Springs, the Coachella Valley, and surrounding areas. The Rider app connects passengers with professional chauffeurs for airport transfers, business travel, special events, hotel transportation, and hourly chauffeur service.
How do I download the PSLuxor Rider app?Search for PSLuxor Rider in the Apple App Store or Google Play Store, or use the download links on the PSLuxor website.
How do I create a Rider account?Download the Rider app, enter your mobile phone number, verify by SMS, complete your profile, accept the Terms of Service, add a payment method, and you are ready to book.
Why do I need to verify my phone number?Phone verification helps protect your account, prevent fraud, and allow chauffeurs and support to reach you when necessary.
Why do I need to accept the Terms of Service?The Terms of Service explain how PSLuxor operates and outline rider and chauffeur responsibilities. Accepting the current agreement is required before booking rides.

Booking a Ride

How do I request a ride?Open the Rider app, enter your pickup location and destination, choose your ride type, review your fare, and confirm your booking. Your request will be offered to nearby eligible chauffeurs.
What ride types are available?Book Now for immediate transportation, Scheduled Ride for a future pickup, and Hourly Reservation for business, events, shopping, or multiple stops.
Can I schedule a ride in advance?Yes. You can schedule rides ahead of time. Your reservation will be matched with an eligible chauffeur before pickup.
How do hourly reservations work?Hourly reservations let you reserve a chauffeur and vehicle for a minimum number of hours. They are useful for business meetings, weddings, shopping, private events, wine tours, and multiple destinations.
Can I add stops?Yes. You may add intermediate stops before confirming your ride. The app updates your fare based on your route.

Pricing & Payments

How is my fare calculated?Your fare is calculated using ride type, distance, estimated travel time, vehicle category, and applicable airport or waiting fees. Your estimated price is shown before confirmation.
Are there hidden fees?No. PSLuxor believes in transparent pricing. Additional fees such as airport pickup fees, waiting charges beyond the complimentary waiting period, or cancellation fees are disclosed according to your trip details and published policies.
When am I charged?Payment is processed through your saved payment method according to ride and platform policies. You will receive a receipt after your trip.
What payment methods are accepted?Major credit and debit cards are accepted through PSLuxor's secure payment system. Additional payment options may be added in future updates.
What happens if my payment fails?If payment cannot be processed, your booking may not be completed until a valid payment method is available.

Waiting Time & Cancellations

Does PSLuxor include free waiting time?Yes. Each ride includes a complimentary waiting period before additional waiting charges begin. The current waiting policy is displayed in the app and may vary by reservation type.
How does waiting time work?For immediate rides, waiting time begins after your chauffeur arrives and the complimentary waiting period expires. For scheduled rides, waiting time begins after the scheduled pickup time or chauffeur arrival, as applicable. Hourly reservations are billed differently, and waiting is generally included within your reserved time.
Can I cancel my ride?Yes. You may cancel a ride through the Rider app. Depending on when you cancel, a cancellation fee may apply according to PSLuxor's Cancellation Policy.
Why was I charged a cancellation fee?Cancellation fees help compensate chauffeurs who have already committed to your trip. The applicable cancellation policy is shown before confirming your reservation.

Chauffeurs

How do I become a PSLuxor Chauffeur?Download the PSLuxor Chauffeur app and complete the application process.
What documents are required?Requirements may include a valid driver's license, vehicle registration, vehicle insurance, vehicle information, profile photo, and any additional documents required by PSLuxor.
Why does my application need approval?Every chauffeur application is reviewed to help maintain PSLuxor's safety and service standards.
How do I receive payments?Approved chauffeurs complete secure payout setup through Stripe Connect directly within the Chauffeur app.
When can I go online?You can begin accepting rides after your application is approved, required documents are verified, payout setup is complete, and all required agreements are accepted.
What happens if I miss a ride request?Ride offers are presented for a limited time. If you do not respond, the request may be offered to another eligible chauffeur. In some cases, the system may offer the ride to you again if it remains unassigned.

Safety

Why does PSLuxor use my location?Location is used to find nearby chauffeurs, navigate to pickup and destination, provide real-time trip updates, and improve ride accuracy. Location is used only as described in the Privacy Policy.
Is my personal information secure?PSLuxor uses industry-standard security practices to help protect account and payment information.
Can I share my trip?Trip-sharing features may be added in future updates as PSLuxor expands.

Account

How do I update my profile?Open Profile → Edit Profile in the Rider app to update eligible account information.
How do I view my ride history?Open Profile → Ride History to see completed rides and trip details.
How do I delete my account?Open Profile → Settings → Privacy & Security → Delete Account and follow the confirmation steps to permanently delete your account.

Support

How do I contact PSLuxor?Email support@psluxor.com or visit the Contact page on the PSLuxor website.
I forgot my password. What should I do?If you use email sign-in, select Forgot Password on the login screen and follow the instructions to reset your password.
I found a bug or have a suggestion.Contact support@psluxor.com and include your device type, app version, screenshots, and as much detail as possible.