Last Updated: October 9, 2026
This Refund Policy describes how refunds are handled for payments processed through the platform operated by Modern Valet, LLC, a California limited liability company (“Valet Guide,” “we,” “us,” or “our”), which operates the Valet Guide platform. Valet Guide is a technology platform that facilitates valet parking services; the valet parking service itself is provided by independent valet operators (“Operators”).
When you pay through the Valet Guide platform, your payment typically includes:
Refunds of the valet service fee are at the sole discretion of the Operator providing the valet parking service. The Operator sets their own refund policies.
To request a refund of the valet service fee:
The Operator will evaluate your request according to their policies and the circumstances of your service.
Common reasons an Operator may approve a refund include:
The platform service fee charged by Valet Guide is non-refundable. Any tax Valet Guide collected on the platform service fee is likewise non-refundable, except in the circumstances in §3.2. This fee supports the digital experience (SMS notifications, mobile checkout, digital receipts). The non-refundable nature of the platform service fee is also disclosed to you prior to payment in the on-screen quote, alongside the dollar amount of the fee.
The platform service fee may be refunded in limited circumstances:
Tips are voluntary gratuities paid to valet attendants. Tips are deposited to the Operator for distribution to their staff. Refund requests for tips should be directed to the Operator. The Operator may, at their discretion, return all or part of a tip to you through the platform.
When a refund is approved:
When a refund is processed, we send you a confirmation email on behalf of your valet operator, including:
If we have only your phone number, we send the confirmation by text message instead, unless you have opted out of text messages. The text message states the refund amount, that it was issued to your original payment method, and the 5 to 10 business day timeline.
Refund confirmation emails are transactional. We send them to the email address given for your valet transaction whether or not that address is on our email suppression list (see Privacy Policy §4.1), so unsubscribing does not stop them. The refund processes to your original payment method on the same timeline in either case.
If you have a concern about a charge, we encourage you to contact the Operator or Valet Guide first to resolve the issue. We are committed to addressing legitimate concerns promptly.
If you file a chargeback or payment dispute with your card issuer, Valet Guide and the Operator reserve the right to provide service records as evidence in response to the dispute. This may include:
For more details, see our Terms of Service, Section 5.4. The Operator is the merchant of record for your parking transaction and is solely responsible for responding to chargebacks filed with your card issuer.
If a valet ticket is canceled after payment by the Operator, the Operator may initiate a refund through the platform, which will be processed to the original payment method as described in §5. Whether a cancellation results in a refund, and the amount of any refund, is at the Operator’s discretion subject to applicable law.
If you have questions about this Refund Policy or need assistance with a refund request:
For Operator service issues:
Contact the valet operator at the service location.
For platform or service fee questions:
Valet Guide
Email: support@valetguide.com