Refund & Cancellation Policy
1. Overview
Limo Connect Executive understands that plans can change. This Refund & Cancellation Policy outlines the conditions under which cancellations are accepted and refunds are issued. All monetary amounts are in Canadian Dollars (CAD).
2. Cancellation Timetable
The following schedule applies to all standard bookings. The cancellation window is measured from the confirmed pick-up date and time.
Free Cancellation
Clients having pickup within GTA boundaries can cancel a confirmed booking more than two (2) hours before the scheduled pick-up time to receive a full refund of the amount paid, with no cancellation fee.
Clients having pickup outside of GTA can cancel a confirmed booking more than four (4) hours before the scheduled pick-up time to receive a full refund of the amount paid, with no cancellation fee.
Partial Refund
Cancellations made one hour (1) hour before for location within GTA and two (2) hours for location outside of GTA, before the scheduled pick-up time will incur a cancellation fee equal to fifty percent (50%) of the total booking value. The remaining fifty percent (50%) will be refunded to the original payment method.
No Refund
Cancellations made thirty (30) minutes before for location within GTA and one (1) hour for location outside of GTA, before the scheduled pick-up time are non-refundable. The full booking amount will be charged.
No Show
If the Client fails to appear at the confirmed pick-up location within the applicable complimentary waiting period (60 minutes for international arrivals, 45 minutes for domestic arrivals, 15 minutes for all other pick-up locations), the booking will be treated as a no-show and no refund will be issued.
3. Summary Table
The following table summarizes the cancellation and refund schedule:
Pickup Location Within GTA
- Cancellation made more than 2 hours before pick-up: Full refund, no cancellation fee.
- 1 hour before pick-up: 50% refund; 50% cancellation fee.
- Less than 30 minutes before pickup: No refund.
- No-show: No refund.
Pickup Location Outside of GTA
- Cancellation made more than 4 hours before pick-up: Full refund, no cancellation fee.
- 2 hour before pick-up: 50% refund; 50% cancellation fee.
- Less than 1 hour before pick-up: No refund.
- No-show: No refund.
4. How to Cancel
To cancel a booking, the Client must contact us in writing by email at info@limoconnectexe.com or through our website. Please include your booking reference number and the name under which the booking was made. Verbal cancellations by telephone are not accepted as confirmation of cancellation.
A cancellation acknowledgement email will be sent to confirm receipt of your cancellation request. The time of receipt of the email by the Company determines which cancellation tier applies.
5. Refund Processing
Approved refunds will be processed to the original payment method within five (5) to ten (10) business days, depending on your bank or card issuer. The Company is not responsible for delays caused by financial institutions.
Where a refund is issued, any applicable Pearson Airport Surcharge ($17.25 CAD) and any add-on fees paid at the time of booking are refunded on a pro-rata basis consistent with the applicable cancellation tier.
6. Modifications vs. Cancellations
A request to change the pick-up date, time, vehicle, or route is treated as a modification, not a cancellation, provided the request is received at least four (4) hours before the original pick-up time for location outside of GTA and (2) hours before the original pick-up time for location within GTA. Modifications are subject to availability and may result in a price adjustment. If the Client’s preferred modification cannot be accommodated, the Client may choose to proceed with the original booking or cancel under the terms of this Policy.
7. Round Trip Bookings
For round trip bookings, the outbound and return legs are treated as a separate booking for cancellation purposes. The cancellation timetable in Section 2 applies to the outbound pick-up time. Cancellation of only one leg of a round trip is also permitted along with entire booking cancellation.
8. Special Circumstances
In exceptional circumstances, such as a medical emergency, a death in the immediate family, or a government-mandated travel restriction, the Company will consider refund requests outside the standard timetable on a case-by-case basis. Such requests must be submitted in writing before an hour of the scheduled pick-up time and must be accompanied by supporting documentation.
9. Company Initiated Cancellations
If the Company cancels a confirmed booking due to circumstances within our control (e.g., vehicle unavailability, no qualified chauffeur available), the Client will receive a full refund of all amounts paid, regardless of when the cancellation occurs. We will make every reasonable effort to provide an alternative vehicle or chauffeur before resorting to cancellation.
In cases of force majeure (extreme weather events, road closures, government orders, acts of God, or other events beyond the Company’s reasonable control), the Company will issue a full credit voucher valid for four (4) months from the date of issue, or a refund at the Company’s discretion.
10. Disputes
If you believe a charge has been applied in error, or you wish to dispute a cancellation fee, please contact us at info@limoconnectexe.com within fourteen (14) days of the charge. We will investigate and respond within five (5) business days.
11. Contact Us
For all cancellation and refund enquiries:
Email: info@limoconnectexe.com