Cancellations

Cancelation 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.

General Cancellation Policy (Sedans & SUVs – GTA)

For 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

City, Hourly & Charter Services

  • 24+ hours notice → Full refund
  • 12–24 hours notice → 50% charge
  • Less than 12 hours → Full charge

Specialized Vehicles

Wheelchair-Accessible Vehicles

  • Cancellation required 24 hours in advance
  • Within 24 hours → 50% cancellation fee

Vans, Party Buses & Stretch Limousines

  • Require 14 days (2 weeks) notice for cancellation
  • Within 14 days → Full charge applies

North American & International Services

Outside GTA (North America)

  • Must cancel 48 hours prior
  • Within 48 hours → Full charge

International Bookings

  • Must cancel 72 hours prior
  • Within 72 hours → Full charge

Same-Day & Last-Minute Bookings

  • Bookings made within short notice windows become non-refundable
  • Cancellations after confirmation may result in full charges

Airport Transfers

  • Must cancel at least 8 hours before pickup
  • Round trips must be canceled separately

If you cannot locate your driver, contact us immediately. Alternative transportation arranged independently will still result in full charges.

Changes to Reservations

  • All changes must be requested at least 3 hours before pickup
  • Changes are subject to availability
  • If changes cannot be accommodated, original booking terms apply
  • Drivers cannot accept changes directly

Smoking Policy

  • Smoking is strictly prohibited in all vehicles
  • Cleaning fees up to $500 may apply under Ontario regulations

Payment & Deposits

Payment Requirements

  • A valid credit card is required for all bookings
  • Corporate accounts may have separate arrangements

Deposits (Special Events)

  • Minimum 5-hour booking required
  • 50% deposit required for:
    • Weddings
    • Proms
    • Special events

Additional Charges

May include:

  • Extra stops
  • Waiting time
  • Damages
  • Tolls

These may be charged after service.

After-Hours Charges

  • Pickups between 12:00 AM – 4:30 AM may be billed at 1.5x rate         
  • Services are subject to vehicle availability
  • In case of mechanical issues or unforeseen circumstances, a similar replacement vehicle will be provided
  • Platinum Rides is not liable for weather-related delays

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.

  1. Call Us: Reach out to our customer service team at +1 (888) 921-1116.
  2. Email Us: Send your cancellation request to info@platinumrides.ca.
  3. Online Portal: Manage your booking through our user-friendly online system.

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 1 January 2026.