Cancellations

Cancelation Policy

Platinum Rides Canada Cancellation and Change Policy 

Platinum Rides Canada prides itself on customer satisfaction and does everything in its power to ensure the experience is smooth and enjoyable. On the other hand, plans change, and one needs to be clear on the cancellation and change policy for better understanding with relevant parties. Please read our policy carefully to understand the terms and conditions regarding cancellations, changes, and other important booking information.

General Cancellation Policy for Sedans and SUVs

Service Area: Greater Toronto Area

For cars and vans working in the GTA, cancellations must take place at least 8 hours     before when the vehicle is to arrive. If cancelled within this 8-hour time period, a full cancellation fee will be charged to the card on file.

City / Hourly / Charter Services

Cancellations done 24 hours before the start time will be fully refunded for services outside the GTA or charter/hourly services. A service charge of 50% will be applied for the cancellations done between 12 to 24 hours before the service start time. A full fare will be applied in cases where cancellation is requested with less than 12 hours before service time.

Cancellation Policy for Specialized Vehicles

Wheelchair-Accessible Vehicles

We are more watchful in the delivery of reliable services to special accessibility-needs clients. For any reservation or booking of a wheelchair-accessible vehicle, cancellations must be made at least 24 hours before the service time. A 50% cancellation fee shall be charged from a client who cancels his booking within this given 24-hour period.

Vans, Buses, and Stretched Limousines

Larger vehicle bookings will have other specific needs, and cancellations of vans, buses, and stretched limousines need to occur at least 2 weeks in advance of the date of the service. If canceled within 14 days, full payment will be charged. Coach bus bookings also require two weeks advance notice in order for cancellation, and if these are canceled in that time a charge will apply. A charge will be added at four hours plus HST.

North American and International Service Cancellations

North American Services (Outside of the Greater Toronto Area)

For North American services, pickups must be canceled no later than 48 hours prior to the pickup time. Any cancellation made after such 48 hours shall incur full fare charges.

International Services

For international customers, cancellations must be made at least 72 hours in advance of the pickup time. All cancellations received within this window will incur a full fare based on pickup time for the local area.

Same-Day and Last-Minute Reservations

Cancellation of New Reservations

If you book within the window period, such as less than 8 hours for cars/SUVs or within 24 hours for the larger-sized vehicles, the booking is confirmed and becomes subject to the cancellation policies. For a booking done more than an hour in advance prior to arrival, full charges will be incurred should it be canceled within such a period of making a reservation.

Airport Transfers Cancellation Policy

For airport arrivals and departures, cancellations need to be made at least 8 hours prior to pick-up time if you don’t want to incur additional fees for your service. Please cancel round trip transfers separately if you will not be needing the service in one leg of your trip.

Just in case you have a problem spotting your Platinum Rides vehicle at the airport, please contact our office at (437) 370-7407 and book alternative transport and not afterwards even though you arrange alternative transport because you will be charged for full cost.

Changes to Your Reservations

We understand that plans often go awry. Platinum Rides requires all changes in reservations to be made via e-mail at least 3 hours prior to the scheduled pick-up time.

Please note that such changes are subject to availability of our vehicles and if we cannot accommodate your preferences, cancellations would be subject to full charges for the original reservation. No changes are accepted directly with drivers.

Smoking Policy

For all your health and comfort, smoking is strictly not permitted in all of the Platinum Rides vehicles. And under Smoke-Free Ontario Act (SFOA), an up to $500 cleaning fee will be applied depending on the case. And we appreciate your cooperation in maintaining smoke-free conditions in all our vehicles for passengers.

Cash Calls and Payment Policies

Cash Calls

All cash call orders will require an active credit card on file. To facilitate this process we will place a temporary hold on your card in the amount of 50% of the order. Should our driver collect the cash, the hold is automatically released. We may, if there is some problem overpayment, retain the deposit until the matter is resolved.

Payment

All customers-from corporate accounts to individual riders-must have a valid credit card on file in order for us to charge them. Corporations do not have to make a deposit, and those accounts may be exempted from our deposit policy if we have a written agreement in place with the corporation.

Additional fees, including extra stops, waiting time, client caused damage or tolls, can be charged after service without prior notification to the client.

Deposits and Other Charges

Deposits for Special Events

We accept a minimum booking of 5 hours, and deposit 50 percent of the charge to guarantee the specialty vehicles for weddings, proms, and other significant events except for the MV-1.

After-Hours Charges

Reservations after midnight attract charges that are calculated at a time-and-a-half rate. This includes- pickup at the airport between 12:00 AM through to 4:30 AM EST.

Important Considerations and Exemptions

Platinum Rides Canada will not be liable for weather conditions and mechanical breakdowns. In this event, we shall inform you promptly and make alternative arrangements.

Any type of vehicle reservation is subject to availability. If you reserved a particular type of vehicle and due to some reason or cause beyond our control, that particular vehicle cannot be provisioned, we will ensure that the service is given to you in a similar equivalent vehicle at no cost.

Review of the Policy

We periodically review and update our cancellation policy in relation to the changes and deviations that may require updates while keeping it relevant and just. This policy was last reviewed and updated in September 2024.