Terms and Conditions

1. Services Provided

Niagara Limo Service provides ground transportation and chauffeur services throughout the Niagara Region, Greater Toronto Area, Hamilton, Buffalo (NY), and surrounding areas, including but not limited to:

• Airport transfers (YYZ Pearson, BUF Buffalo Niagara, YHM Hamilton)
• Corporate and executive transportation
• Niagara-on-the-Lake wine tours
• Cross-border US-Canada transportation
• Special events and weddings
• Prom and graduation transportation
• Hotel transfers
• Hourly chauffeur service

Services may be fulfilled by the Company directly or by independent licensed owner-operators (see Section 9).

2. Bookings and Reservations

• 2.1 Booking Methods: Reservations may be made through our website, through the Moovs booking platform, by phone, or by email. All bookings are subject to availability and are not confirmed until you receive a written or electronic confirmation from us.
• 2.2 Accurate Information: You are responsible for providing accurate pickup/drop-off addresses, flight details, passenger count, and contact information. We are not liable for service failures caused by incorrect information provided by you.
• 2.3 Booking Confirmation: A booking is only confirmed upon receipt of our written or electronic confirmation. Verbal bookings made by phone are confirmed by a follow-up email or SMS confirmation.
• 2.4 Minimum Notice: We recommend booking at least 24 hours in advance. Last-minute bookings are subject to availability and may be charged immediately upon confirmation.

3. Payments

• 3.1 Payment Authorization: By providing payment details, you authorize the Company to charge your payment method for the agreed fare and any additional fees arising from your booking (including but not limited to waiting time, extra stops, tolls, cleaning fees, and applicable surcharges).
• 3.2 Payment Timing: We may pre-authorize or charge your payment method 24-72 hours prior to your scheduled pickup. Bookings made fewer than 24 hours before pickup may be charged immediately.
• 3.3 Payment Processing: Payments are processed securely through our booking platform (Moovs) and payment gateway. The Company does not store full credit or debit card details on its own systems.
• 3.4 Currency and Taxes: All charges are in Canadian Dollars (CAD) unless otherwise stated. HST and applicable taxes are additional unless expressly included in a quoted flat rate.
• 3.5 Flat Rate Policy: Where a flat rate is quoted and confirmed, that rate is final for the agreed itinerary. Changes to the itinerary (additional stops, extended wait times, route deviations) may result in additional charges.
• 3.6 Gratuity: Gratuity is voluntary and at your discretion unless a mandatory service charge is disclosed at the time of booking (e.g., for large events or group bookings).
• 3.7 Chargeback Policy: Initiating a chargeback or payment dispute without first contacting us to resolve the matter constitutes a breach of this Agreement. We will contest any unfounded chargeback using booking records, GPS logs, confirmation emails, and communications. Accounts with unresolved or fraudulent chargebacks may be permanently suspended.

4. Cancellations and Refunds

The following cancellation policy applies to all bookings:

Refunds are processed to the original payment method within 5-10 business days. Bank processing timelines may vary. The Company reserves the right to apply the cancellation policy without exception regardless of the reason for cancellation, including but not limited to illness, weather, or missed flights.

5. Additional Charges

• 5.1 Waiting Time: For airport drop-offs, point-to-point, and hourly bookings: 15 minutes complimentary wait time at pickup. For airport pickups: 60 minutes complimentary (domestic arrivals), 90 minutes complimentary (international arrivals) from the posted gate arrival time. Additional wait time is charged at CAD $1.00/minute for the first 30 minutes, then CAD $1.50/minute thereafter.
• 5.2 Tolls and Parking: All toll and parking charges incurred during your trip are billed at cost and added to your invoice.
• 5.3 Extra Stops and Route Changes: Unscheduled stops or material deviations from the confirmed itinerary may incur additional time and distance charges at the driver's discretion.
• 5.4 After-Hours Surcharge: Trips scheduled between 11:00 PM and 5:00 AM may be subject to an after-hours surcharge, which will be disclosed on your quote or confirmation.
• 5.5 Holiday and Event Surcharges: Peak dates including statutory holidays, New Year's Eve, and major local events may carry additional surcharges. These will be disclosed at the time of booking.
• 5.6 Cross-Border Fees: US-Canada border crossings may incur additional time charges for border wait times beyond our control. Any border fees, tolls, or customs charges are billed at cost.
• 5.7 Vehicle Cleaning Fee: A minimum cleaning fee of CAD $250 applies for spills or stains requiring professional detailing. Biohazard incidents (e.g., vomiting in the vehicle) will result in a cleaning and downtime fee of CAD $300-$500 depending on severity. By entering our vehicle, you accept responsibility for any damage or cleaning costs caused by you or members of your party.

6. Vehicle Availability and Substitution

We will make reasonable commercial efforts to provide the specific vehicle class or model requested at the time of booking. In circumstances beyond our control (mechanical failure, accident, unavailability), we reserve the right to substitute a vehicle of equal or superior class without penalty. Vehicle images on our website are for illustrative purposes only.

7. Booking Amendments

• 8+ hours before pickup: Changes to pickup time, location, or drop-off may be made at no administrative fee, subject to availability. Fare adjustments may apply.
• Less than 8 hours before pickup: Changes are subject to availability and additional charges at the Company's sole discretion.

All amendments must be confirmed in writing (email or SMS) to be binding.

8. Passenger Conduct and Use of Vehicle

The following rules apply to all passengers in our vehicles:

• All passengers must wear seatbelts as required by Ontario and applicable US law.
• Smoking, vaping, or use of tobacco products inside the vehicle is strictly prohibited. Violations will result in an immediate minimum cleaning fee of CAD $250.
• Consumption of illegal substances inside the vehicle is prohibited and may result in termination of service without refund and reporting to law enforcement.
• Open alcohol is prohibited except where permitted by law and pre-arranged in writing.
• Abusive, threatening, or violent behavior toward the driver or others will result in immediate termination of service without refund. The Company reserves the right to contact law enforcement.
• The passenger capacity of the vehicle must not be exceeded at any time.

The Company reserves the right to refuse or terminate service at any time for non-compliance with these rules, illegal activity, or any conduct that poses a safety risk, without refund.

9. Independent Owner-Operators

Some trips may be fulfilled by independent licensed owner-operators and chauffeur partners who have agreed to meet the Company's service and safety standards. These individuals are independent contractors, not employees of the Company.

Each independent operator is responsible for maintaining their own commercial vehicle insurance, operating licenses, and regulatory compliance. The Company is not liable for any loss, injury, delay, property damage, or other harm arising from the acts or omissions of independent owner-operators beyond the Company's coordination role.

In the event of an incident involving an independent operator, claims may be directed to that operator's insurer. The Company will provide reasonable assistance with documentation upon request.

10. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE COMPANY SHALL NOT BE LIABLE FOR:

• Indirect, incidental, special, punitive, or consequential damages of any kind
• Loss of revenue, profits, business, or anticipated savings
• Missed flights, missed events, or missed connections, regardless of cause
• Delays caused by traffic, weather, road construction, accidents, border wait times, or other circumstances beyond our control
• Loss of or damage to personal property left in or transported in our vehicles
• Acts or omissions of independent owner-operators or third-party service providers
• Technical failures of our website or booking systems

The Company's total liability to you for any claim arising from this Agreement or use of our services shall not exceed the amount you paid for the specific booking giving rise to the claim.

Nothing in this Agreement limits liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded or limited by applicable law.

11. Service Timing Disclaimer

While the Company makes every reasonable effort to ensure punctual pickups and drop-offs, exact arrival times cannot be guaranteed. Factors including but not limited to traffic, weather, mechanical issues, road closures, and airport operations may affect timing. The Company is not responsible for any consequences arising from delays beyond our reasonable control, including missed flights, missed connections, or missed events.

For airport pickups, we track your flight using publicly available flight data. You must provide correct flight information and notify us of any changes as soon as possible.

12. Cross-Border Transportation

The Company is experienced in cross-border ground transportation between Canada and the United States. However, the following conditions apply:

• Valid travel documents (passport, NEXUS card, or equivalent) required for all border crossings are entirely your responsibility.
• The Company is not responsible for denial of entry, delays at customs, or any costs associated with border procedures.
• Additional wait time at the border is charged per Section 5.1.
• You are responsible for compliance with all applicable customs and immigration laws of both countries.

13. Child Safety Seats

Ontario child restraint laws apply to all trips. Upon advance request and subject to availability, we can provide infant, toddler, or booster seats at an additional charge per seat. You are responsible for ensuring the correct installation and proper use of the seat unless you have specifically booked driver-assisted installation where permitted. The Company does not accept liability for improper use of child safety seats by passengers.

14. Pets and Service Animals

Certified service animals are welcome in all our vehicles at no additional charge. Pets may travel in an approved carrier and must be declared at the time of booking. A cleaning fee may apply for pet-related incidents. The Company reserves the right to refuse transport of pets that are not in a carrier or that pose a safety concern.

15. Luggage and Personal Property

• Capacity: Luggage must not exceed the capacity of the booked vehicle. Oversized or excess luggage may require upgrading to a larger vehicle at additional cost.
• Prohibited items: No hazardous materials, weapons, or items prohibited by law may be transported.
• Lost and found: Items left in vehicles are held when found. The Company assumes no liability for lost or forgotten personal property. Unclaimed items will be disposed of after 30 days. Contact us promptly if you believe you have left an item in our vehicle.

16. Force Majeure

The Company shall not be liable for any failure or delay in performance resulting from circumstances beyond its reasonable control, including but not limited to: acts of God, natural disasters, extreme weather, pandemics, government orders, public emergencies, labor disputes, war, terrorism, civil unrest, major infrastructure failures, or any other event that could not have been reasonably foreseen or prevented.

17. Indemnification

You agree to indemnify, defend, and hold harmless the Company, its directors, officers, employees, agents, chauffeur partners, and affiliates from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from: (a) your use of our services; (b) your breach of this Agreement; (c) your violation of any applicable law or regulation; or (d) damage to our vehicles or harm to our drivers or staff caused by you or members of your party.

18. Privacy

Your use of our Service is also governed by our Privacy Policy, which is incorporated into this Agreement by reference. By using our Service, you consent to the collection and use of your information as described in the Privacy Policy.

19. Errors and Typographical Mistakes

We strive for accuracy in our pricing and service descriptions. In the event of a typographical error, system error, or pricing mistake, the Company reserves the right to void, correct, or reissue any affected booking or quote. We will notify you promptly in such circumstances.

20. Governing Law

This Agreement is governed by and construed in accordance with the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict of law principles.

21. Dispute Resolution

• Step 1 — Direct Resolution: Before initiating any formal proceeding, you agree to contact us in writing to attempt to resolve the dispute informally. We will respond within 10 business days.
• Step 2 — Mediation: If the dispute is not resolved informally within 30 days, either party may request non-binding mediation in Ontario, Canada.
• Step 3 — Arbitration: Unresolved disputes shall be submitted to binding arbitration in Ontario under applicable Canadian arbitration rules. Costs shall be shared equally unless the arbitrator orders otherwise.

Nothing in this section prevents either party from seeking emergency injunctive or other equitable relief from a court of competent jurisdiction to prevent imminent harm.

22. Severability

If any provision of this Agreement is found by a court or arbitrator to be invalid, illegal, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable. The remaining provisions shall continue in full force and effect.

23. Entire Agreement

This Agreement, together with our Privacy Policy and any booking confirmation issued by us, constitutes the entire agreement between you and the Company with respect to your use of our services and supersedes all prior agreements, representations, or understandings, whether written or oral.

24. Amendments

We reserve the right to amend this Agreement at any time. Material changes will be communicated by email or posted prominently on our website prior to taking effect. Your continued use of our services after notice of changes constitutes your acceptance of the amended Agreement.

25. Digital Acceptance

Completing a booking through our website, Moovs platform, by email, or by telephone constitutes your electronic acceptance of this Agreement and is legally binding under applicable Canadian electronic commerce legislation.