Cancellation Policy
Limo Cancellation & Change Policy
At Platinum Rides, we are committed to providing a smooth and reliable experience. We understand that plans can change, and this policy outlines the terms for cancellations, changes, and booking conditions. This policy was last reviewed and updated on January 1, 2026.
General Cancellation Policy (Sedans & SUVs – GTA)
For sedan and SUV services within the Greater Toronto Area:
- Cancellations must be made at least 8 hours prior to the scheduled pickup time
- Cancellations within 8 hours will result in a full charge
Luxury Vehicles, Vans, Party Buses & Stretch Limousines
For luxury fleet vehicles and larger group vehicles, including Rolls-Royce Phantom Two-Tone, Rolls-Royce Phantom 8 Series, Rolls-Royce Ghost, Rolls-Royce Cullinan, 1960 Rolls-Royce Silver Cloud II, Mercedes-Maybach S 580, BMW 750i Flagship, Bentley Flying Spur, Mercedes Sprinter vans (all configurations), Lincoln MKT Stretch, Lincoln Navigator Stretch, Hummer H2 Stretch, party buses, limo buses, and shuttle coaches:
- Require 14 days (2 weeks) notice for cancellation
- Within 14 days, full charge applies
These vehicles require longer notice because they are routinely block-booked for weddings, proms, corporate galas, and special events. Once held, they are unavailable to other customers, which is why short-notice cancellation is treated differently from standard sedan service.
Outside GTA (North American Services)
For services outside the Greater Toronto Area but within North America (long-distance corridor service, cross-border transfers, out-of-province pickups):
- Must cancel 48 hours prior to pickup
- Within 48 hours, full charge applies
Long-distance North American bookings often involve advance route planning, chauffeur scheduling, and overnight or multi-day commitments, which is why the cancellation window extends beyond standard GTA service.
International Bookings
For international service requests:
- Must cancel 72 hours prior to pickup
- Within 72 hours, full charge applies
Same-Day & Last-Minute Bookings
Bookings made within short-notice windows operate under different terms:
- Same-day bookings and last-minute reservations become non-refundable once confirmed
- Cancellations after confirmation may result in full charges
If a booking is made within the standard notice window (for example, less than 8 hours ahead for a sedan, or within 24 hours for a larger vehicle), the booking is confirmed at the time of reservation and is immediately subject to full-charge cancellation terms. This protects the chauffeur dispatch and vehicle allocation that gets locked in once a confirmation is sent.
Airport Transfers
For airport arrivals and departures:
- Must cancel at least 8 hours before pickup
- Round-trip transfers must be cancelled separately if only one leg is no longer needed
If you cannot locate your Platinum Rides chauffeur at the airport on arrival, please contact our office immediately at 1-888-921-1116 before arranging alternative transportation. Alternative transport arranged independently without contacting us first will still result in full charges, because our chauffeur has been dispatched, parked, and is actively monitoring your flight.
Changes to Reservations
For changes to existing bookings (vehicle type, pickup time, pickup location, route):
- All changes must be requested at least 3 hours before scheduled pickup
- Changes must be submitted by email to info@platinumrides.ca or by phone to 1-888-921-1116
- Changes are subject to vehicle and chauffeur availability
- If a change cannot be accommodated, the original booking terms apply
- Chauffeurs cannot accept change requests directly; all changes must go through the office
How to Cancel or Change a Booking
There are three ways to cancel or modify a reservation:
- Call us at 1-888-921-1116 (customer service team)
- Email us at info@platinumrides.ca
- Use the online portal to manage your booking through our reservation system
Payment Requirements
A valid credit card is required for all bookings. The card is used to confirm the reservation and may be charged for the full booking amount, additional fees (extra stops, wait time, damage, tolls), or applicable cancellation fees per this policy.
Cash Bookings
All cash bookings require an active credit card on file at the time of reservation. A temporary authorization hold of 50% of the booking total will be placed on the card to secure the reservation. When the chauffeur collects the cash payment at the time of service, the authorization hold is automatically released. If there is any payment discrepancy or shortfall, the hold may be converted to a charge until the matter is resolved.
Corporate Accounts
Corporate accounts may operate under separate billing arrangements. With a written corporate agreement in place, deposit requirements may be waived in favour of consolidated monthly invoicing. Contact 1-888-921-1116 to set up a corporate account.
Deposits for Special Events
For weddings, proms, and other special events:
- Minimum 5-hour booking required
- 50% deposit required to confirm the reservation
- Applies to weddings, proms, anniversaries, milestone birthdays, and similar special-event bookings
The deposit guarantees the specialty vehicle (Rolls-Royce, Maybach, stretch limousine, party bus) is held for your event date and locks the vehicle out from other potential bookings.
Additional Charges
The following charges may apply and may be billed after service has been completed:
- Extra stops not included in the original itinerary
- Additional waiting time beyond complimentary allowances
- Cleaning fees for damage or excessive mess caused by passengers
- Tolls, bridge fees, and border-crossing fees
- Parking fees incurred at the request of the passenger
After-Hours Charges
Reservations involving pickups between 12:00 AM and 4:30 AM EST may be billed at a 1.5x rate due to after-hours chauffeur dispatch and scheduling requirements. This applies to both standard transfers and airport arrivals within this window.
Smoking Policy
Smoking is strictly prohibited in all Platinum Rides vehicles. Under the Smoke-Free Ontario Act (SFOA), a cleaning fee of up to $300 may be charged depending on the extent of cleaning required to restore the vehicle. We appreciate your cooperation in maintaining smoke-free conditions for all passengers across our fleet.
Vehicle Availability & Service Interruptions
All bookings are subject to vehicle availability at the time of reservation. In the event of a mechanical issue, accident, or other unforeseen circumstance affecting your reserved vehicle, Platinum Rides will provide a similar replacement vehicle at no additional cost and will notify you promptly. Platinum Rides is not liable for delays caused by weather conditions, road closures, border processing times, or other events outside our reasonable control.
Review of Policy
We periodically review and update our cancellation policy to keep it relevant, fair, and aligned with current operating conditions. This policy was last reviewed and updated on January 1, 2026.