Terms of Service
Please read these terms carefully before using our website or requesting a vehicle shipping quote. By using our services, you agree to be bound by these terms.
Important: Hawaii Auto Concierge is an auto transport broker. We coordinate shipments on your behalf with licensed motor carriers but do not own or operate the vehicles, vessels, or trucks used to transport your car. These Terms of Service govern your use of our brokerage services and website.
Contents
Acceptance of Terms Our Role as Broker Quotes & Pricing Booking & Payment Cancellation & Refunds Vehicle Preparation Liability & Insurance EV Restrictions Prohibited Items Website Use Disputes Changes to Terms Contact UsAcceptance of Terms
By accessing our website at hiautoconcierge.com, submitting a quote request, or engaging our services in any way, you agree to be bound by these Terms of Service and our Privacy Policy.
If you do not agree to these terms, please do not use our website or services. We reserve the right to update these terms at any time, with changes taking effect upon posting to the website.
Our Role as a Broker
Hawaii Auto Concierge operates solely as an auto transport broker. This means:
- We arrange vehicle shipments by coordinating with licensed and insured motor carriers on your behalf.
- We do not own, operate, or control the trucks, vessels, or other equipment used to transport your vehicle.
- The actual transportation is performed by independent carriers, including ocean shipping lines such as Matson and Pasha Hawaii.
- Our service includes coordination, communication, documentation, and customer support throughout the shipping process.
All carriers we work with are licensed under applicable federal and state regulations. Carrier information is available upon request.
Quotes & Pricing
All quotes provided by Hawaii Auto Concierge are all-inclusive and fixed at the time of booking. Your quoted price will not change after confirmation unless you request a material change to your shipment (such as a different origin, destination, or vehicle).
Quotes are based on the information you provide. Inaccurate vehicle information (such as incorrect dimensions, lift kits, or inoperable status) may result in price adjustments prior to shipment.
The only fee not included in our quote is the USDA APHIS inspection fee at the Hawaii destination terminal, which is a government fee paid directly to the inspector.
Booking & Payment
A deposit is required to confirm your booking and lock your vessel sailing date and rate. The deposit amount will be communicated at the time of your quote. The remaining balance is due prior to vessel departure.
We accept major credit cards and ACH bank transfer. By providing payment information, you authorize us to charge the agreed amounts.
Your deposit locks both the sailing date and your quoted price. Rate increases by the carrier after your booking is confirmed will not affect your price.
Cancellation & Refunds
Cancellation terms depend on the timing of your cancellation relative to the scheduled vessel departure:
- More than 7 days before departure: Full deposit refund, less any carrier booking fees already incurred.
- 3–7 days before departure: Partial refund at our discretion based on costs already committed.
- Less than 3 days before departure: Deposit is non-refundable as carrier and port commitments will have been made.
To request a cancellation, please contact us immediately at info@hiautoconcierge.com or (808) 480-8401.
Vehicle Preparation
You are responsible for preparing your vehicle in accordance with port and carrier requirements. Failure to do so may result in delays, additional fees, or refusal of your vehicle at the terminal. Requirements include:
- Fuel level at one quarter tank or less
- All personal belongings removed from the vehicle
- Vehicle exterior washed, including undercarriage and wheel wells
- Valid title or lender authorization letter, current registration, and photo ID
- Any aftermarket modifications disclosed at time of booking
Hawaii Auto Concierge will provide a full preparation checklist at the time of booking. We are not liable for delays or additional costs resulting from inadequate vehicle preparation.
Liability & Insurance
As a broker, Hawaii Auto Concierge is not liable for damage, loss, or delay caused by the carrier or ocean shipping line during transport. Carrier liability is governed by the Bill of Lading issued at the time of shipment.
Ocean crossing coverage is based on the declared value entered on the Dock Receipt. We strongly recommend declaring your vehicle's full market value to ensure adequate coverage. We will advise you on this process at booking.
We recommend reviewing your personal auto insurance policy, as some policies extend coverage during transport. Contact your insurer for details.
In no event shall Hawaii Auto Concierge's total liability exceed the brokerage fees paid for the affected shipment.
Electric Vehicle Restrictions
The following restrictions apply to electric and hybrid vehicles shipped to Hawaii:
- Matson: Does not currently accept full battery-electric vehicles (BEVs) on its Hawaii routes. This restriction is due to lithium-ion battery fire risk regulations on enclosed vessels.
- Pasha Hawaii: May accept qualifying EVs under certain conditions. Acceptance is subject to Pasha's current policies, vehicle battery capacity, and available vessel space. This must be confirmed prior to booking.
- Standard hybrids (non-plug-in): Accepted by both carriers without restriction.
- Plug-in hybrids (PHEVs): Subject to review based on battery capacity. Must be confirmed prior to booking.
Please confirm EV eligibility with us before purchasing a vehicle or committing to a shipment date. Carrier policies are subject to change without notice.
Prohibited Items
The following are strictly prohibited inside any vehicle being shipped:
- Personal belongings, luggage, or household items
- Firearms, ammunition, or weapons of any kind
- Hazardous materials, flammable liquids, or explosives
- Illegal substances or contraband
- Animals or plants
- Cash, jewelry, or valuables
Hawaii Auto Concierge is not responsible for any items left in the vehicle. Items found in violation may result in refusal of the shipment, forfeiture, or legal consequences.
Website Use
You agree to use our website only for lawful purposes and in a manner that does not infringe the rights of others. You may not:
- Use the website for any fraudulent or unlawful purpose
- Attempt to gain unauthorized access to any part of the website
- Reproduce, copy, or redistribute any content without prior written permission
- Transmit any harmful, offensive, or disruptive content
All content on this website, including text, design, and images, is the property of Hawaii Auto Concierge unless otherwise stated.
Disputes
These Terms of Service are governed by the laws of the State of Hawaii. Any disputes arising from your use of our services shall be resolved through good-faith negotiation in the first instance.
If a dispute cannot be resolved informally, it shall be submitted to binding arbitration in Hilo, Hawaiʻi, in accordance with applicable arbitration rules. You waive any right to a jury trial in connection with any dispute arising under these terms.
Changes to These Terms
We reserve the right to update or modify these Terms of Service at any time. Changes will be posted on this page with an updated effective date. Your continued use of our services after any such changes constitutes your acceptance of the updated terms.
We encourage you to review these terms periodically.
Contact Us
If you have any questions about these Terms of Service, please contact us:
Legal Inquiries
Hawaii Auto Concierge
Hilo, Hawaiʻi Island