Terms of service

All transportation operated by J&G's Citywide Express (“Citywide Express”) is subject to the following Terms of Service (“Terms”). By agreeing to these Terms, you acknowledge and agree to be bound by the conditions of use listed below, and any future revisions and additions, as published at: Citywidexpress.com/terms.php .
By agreeing to these terms of service, you also confirm that you understand how our service works. For clarification please contact us at (844) 303-7433 prior to agreeing to these terms.
Last Updated: August 13th, 2016.


  • Reservations for transportation to the airport are valid only for the time and date specified. Reservations for transportation from the airport are valid only for the date specified. Citywide Express is not responsible for unused reservation or costs incurred as a result of customer error. When changing the pick up or drop off location of a reservation, rates are subject to change and additional charges may apply.
  • Reservations may also be made to book private Citywide Express van service. Transportation is direct and can be used for non-stop transportation to or from the airport, point-to-point, or hourly service.
  • Short notice reservations are reservations made less than two hours prior to requested pickup times. We are unable to guarantee service availability or timely service for short notice reservations. Availability will depend on a variety of conditions, including pickup location, drop-off location, and current vehicle availability.
  • There are no refunds available for reservations made with less than two hours advance notice.
  • Reservation abandonment occurs when the Operator cannot find the customer at the designated pick-up location and cannot reach the customer for further instruction using the “Day of Travel” contact number provided within a short, reasonable time period, so as not to jeopardize pick-up of other shared-ride passengers.

Travel Times and Delays

  • Citywide Express and its partners are not responsible for significant delays in anticipated arrival due to traffic, weather, or road conditions, or any other unforeseen circumstances. Under such conditions, Citywide Express reserves the right to cancel and refund reservations in advance of the scheduled pickup.
  • Unlike direct transportation, shared ride travel typically takes longer as customers wait for fellow passengers to load or unload. In addition to being affected by other passengers sharing the ride, travel time is dependent on geography, weather condition, time of day, and traffic conditions. Because of these variables, we cannot provide an exact travel time.
  • At times there may be delays and changes to normal operations due to severe weather and traffic incidences. Whenever possible, Citywide Express will try to notify customers in advance.

Luggage and Personal Items

  • Customer is responsible for properly specifying the correct amount of luggage he or she intends to bring onto the vehicle during reservation. Failure to specify in advance may result in additional fees or the need for an additional vehicle, or the inability of the company to service the reservation.
  • Customers traveling with valuables, priceless items, and prescription drugs should keep these items in their possession during the course of the trip.
  • For each passenger, at no extra cost, the following is accepted on board the vehicle:
    • 2 checked luggage pieces, such as standard suitcases and large duffel bags weighing 50 pounds or less each; and
    • 2 carry-on items, such as purses, laptop cases, briefcases, small suitcases, and backpacks.
  • Larger items will be stowed in the rear storage area of the vehicle for the safety of all passengers.
  • Vehicles have limited space. Items considered excessive are subject to a small fee. The fee is dependent on the item(s) in question and may vary by location. Athletic equipment (e.g. bikes, surfboards, skis, golf clubs, etc.), non-ADA motorized scooters, and pet carriers will be subject to additional fees. Because of variations in fleets from city to city, not all items are permitted in all cities and vehicles. Large boxes may also incur an additional fee. Boxes include bicycle boxes, travel trunks, and musical cases for larger instruments. Shipping boxes are also considered oversized due to the weight they can hold, not because of their dimensions. Depending on the city, and the city’s vehicle type, items like these may require an Exclusive reservation.
  • Large trunks, athletic equipment and oversized luggage may require Exclusive van service.
  • Normal wear and tear to personal items is typical of the handling process during transportation. Transporting large items, such as luggage, may result in scratches, dings, and nicks. Citywide Express and its operators are not responsible for damages such as broken pull handles/straps, broken wheels or feet, or damages that are incurred as a result of over-packing, items packed improperly, or fragile items.
  • It is the customer’s responsibility to ensure any belongings kept with customer in the main seating compartment of the vehicle are securely packed and fastened, and that any breakable items are protected while using the service.
  • Customer must report significant damage to any personal items during use of the service immediately to Customer Care at (844) 303-7433. In the event Citywide Express determines the item was not treated with reasonable care and chooses to offer reimbursement for an item, the value of reimbursement is not to exceed $250.00 per passenger unless local regulations deem otherwise. Citywide Express reserves the right to inspect the item and determine the type and amount of reimbursement, if any, based on damages.
  • Passengers are responsible for their own luggage and any items placed by themselves or Citywide Express representatives in the van. Citywide Express assumes no liability in the event of damage, loss or theft of any such property and will not be responsible for losses incurred, including but not limited to, loss of future profit, potential income, and additional expenses or losses incurred as a result of lost or stolen baggage or personal property.
  • Citywide Express and its operators are also not liable for lost items left behind in the vehicle by a customer. However, Citywide Express does want to help customers reunite with lost items whenever possible. If an item is lost, Citywide Express recommends the customer immediately contact National Customer Care at (844) 303-7433.
  • Returning left behind or found items may incur delivery and/or shipping charges to the recipient.


  • Seatbelts are provided for customer safety. Citywide Express requires customers to wear safety belts while inside the vehicle, but it is the customer’s responsibility to ensure the seatbelt is securely fastened, as required by law. Operators reserve the right to refuse service to parties out of compliance with applicable laws. To review the safety belt laws for the area in which you will be traveling please visit the Insurance Institute for Highway Safety website.
  • Citywide Express vans have safety bars installed for your safety. Please use the safety bar when boarding and exiting the vehicle.
  • Citywide Express vans seat 7-10 passengers depending on the city vehicle profile. Oversized or excess luggage may require a larger or private vehicle at an additional cost.
  • Seat capacity is limited to seats with working safety belts. State laws prohibit loading vehicles beyond seating capacity. Any attempt to do so may require additional vehicle reservations.