A. Pick-up & Waiting Policy
Non-Airport Pick-Ups
A complimentary waiting period of 15 minutes is included after the scheduled pick-up time, as confirmed in your reservation.
Airport Pick-Ups
For arriving flights, we provide complimentary flight tracking. An additional grace period is included after the flight lands to allow time for luggage collection and customs clearance. Please refer to your reservation invoice for details.
B. Additional Waiting Charges
As each vehicle and chauffeur are reserved exclusively for your service, waiting beyond the complimentary allowance will incur the following charges: $120/hr for Sedans, $150/hr for SUVs, and $300/hr for Stretch Limousines and Sprinters, plus applicable tax and gratuity. Time is billed in 30-minute increments. Extended delays may affect other scheduled trips.
Trip Modification, Cancellation & Goodwill Policy
We understand that travel plans may change. As chauffeurs and premium vehicles are reserved exclusively in advance, the following terms apply to confirmed bookings.
C. Trip Rescheduling (subject to availability and fare adjustment)
One complimentary date or time change is permitted when requested more than 48 hours prior to the scheduled pick-up. Any additional changes requested more than 48 hours in advance may incur a $50 modification fee. Rescheduling requests made within 48 hours of the scheduled pick-up may incur a $100 modification fee, subject to availability. Rescheduling requests made within 24 hours of the scheduled pick-up cannot be accommodated and will require a new booking.
Airport pick-ups include complimentary inbound flight monitoring and schedule adjustments.
D. Cancellation Policy
- Cancellations made more than 3 days prior to the scheduled pick-up will be refunded, less a $75 processing fee per trip.
- Cancellations made between 3 days and 24 hours prior to the scheduled pick-up will incur a charge of 25 percent of the total trip value.
- Cancellations made between 24 hours and 12 hours prior to the scheduled pick-up will incur a charge of 50 percent of the total trip value.
- Cancellations made within 12 hours of the scheduled pick-up, or failure to arrive at the scheduled pick-up location (no-show), are non-refundable and charged at 100 percent of the total trip value.
- Cancellation timelines are based on the original booking date and time. Rescheduling does not reset cancellation windows.
E. Goodwill Considerations
- In certain cases, where a cancellation request is received more than 24 hours prior to the scheduled pick-up, we may, at our discretion, offer the option to retain the paid amount as a future travel credit, subject to internal review and trip specifics.
- Similarly, for rescheduling requests made 24 to 48 hours in advance, we make reasonable efforts to accommodate changes where availability permits and may offer flexibility beyond standard modification fees when operationally feasible.
- Goodwill considerations are assessed on a case-by-case basis and are not guaranteed. Airport pick-ups remain subject to airline-related delay protections through inbound flight monitoring.
F. Location Changes/Stops
All quotes are based on the original details provided. Any change to pick-up location, stops, or drop-off will result in a recalculated fare and additional charges.
G. Travelling with Pets
A mandatory cleaning fee of $150 plus tax applies when travelling with pets to ensure vehicles remain allergen-free and clean for all clients.
H. Cleaning/Damage Fees
This policy is established to maintain high cleanliness and hygiene standards in our limousine services.
Fee structure:
- Minor (e.g., crumbs, minor spills): A nominal fee of $125 plus tax for basic cleaning.
Moderate (e.g., food stains, drink spills): A fee of $250 plus tax to cover detailed cleaning and deodorizing.
Major (e.g., damage, excessive garbage, vomit, etc.): A higher fee to cover deep cleaning, sanitization, and, if necessary, temporary out-of-service costs.
Details:
- Eating, drinking, or any activity that may potentially soil the limousine’s interior is either prohibited or to be done with caution.
- In the event of accidental messes, passengers must inform the chauffeur immediately.
- The driver and/or a company representative will assess the nature and severity of the required cleaning or damage. Photographic evidence may be taken for documentation.
- The corresponding cleaning fee will be charged to the passenger’s account.
- Any applicable fees are due immediately upon assessment and must be paid before the end of the journey or as per the agreed terms.
- If passengers have any disputes regarding the cleaning fees, they may contact our customer service within 24 hours of the journey. After reviewing the evidence, the company’s decision will be final.
- The company reserves the right to amend this policy at any time. We appreciate all passengers’ cooperation in maintaining our limousines’ cleanliness and hygiene standards.
For any questions or concerns, please reach out to us:
Call or Text: +1 (437) 690-0333 / +1 (855) 661-2345
Email: info@canadianlimos.com
You can also contact us through the form on our website: https://www.canadianlimos.com/contact
*Policies are subject to change without notice. Please refer to the most recent policy when making a booking.