Cancellation and Refund Policy

1. Scope

This policy applies to all pre-booked trips paid for in advance by card, including airport transfers, event and wedding bookings, and scheduled local runs. Fares paid in the vehicle at the end of a trip are not covered by this policy.

By paying for a pre-booked trip you agree to the terms below.

2. How to cancel

Cancellations must be made by phone or email to our dispatch office:

• Dispatch: 519-787-7433
• Email: ferguselorataxi@hotmail.com

Please have your booking name, date, and pickup time ready. A cancellation is effective from the time we receive it. We recommend phoning for any cancellation inside three hours of your scheduled pickup, as email may not be seen in time.

We will confirm every cancellation in writing. If you do not receive confirmation, your booking has not been cancelled — please call us.

3. Payment processing fees

Card processing fees charged by our payment processor are not returned to us when a payment is refunded. For this reason, all refunds are issued less the original card processing fee, currently 2.9% of the transaction plus $0.30.

This deduction applies to all refunds, including cancellations made within the free-cancellation window.

4. Local trips

A trip is treated as local when the pickup location is within Fergus, Elora, or Salem.

• Situation

  Before a vehicle has been dispatched

  What is refunded

  Full fare, less processing fees

• Situation

  After a vehicle has been dispatched

  What is refunded

  Full fare, less a $5.00 cancellation fee and processing fees

• Situation

  No-show at pickup

  What is refunded

  No refund

A booking is only treated as a no-show after the grace period in section 6 has passed and we have tried to reach you.

5. Airport transfers and out-of-town trips

A trip is treated as out-of-town when the pickup or destination is outside Fergus, Elora, and Salem, including all airport transfers.

• Situation

  3 or more hours before scheduled pickup

  What is refunded

  Full fare, less processing fees

• Situation

  Less than 3 hours before scheduled pickup

  What is refunded

  50% of the fare

• Situation

  No-show at pickup

  What is refunded

  No refund

These trips commit a vehicle and driver for an extended period, and late cancellations cannot usually be replaced with other work.

6. Waiting time and no-shows

We allow the following grace period from the agreed pickup time before a booking is treated as a no-show:

• Standard pickups: 15 minutes
• Airport arrivals: 60 minutes, measured from the actual landing time of your flight rather than the scheduled time

If you provide your flight number at the time of booking, we monitor your flight and adjust the pickup for delays at no additional charge. If you do not provide a flight number and your flight is delayed, we cannot guarantee a vehicle will be available at the revised time and the booking may be treated as a no-show.

If you cannot find your driver at the pickup point, please call dispatch before leaving. A booking is not a no-show if you have contacted us and we have been unable to locate you.

7. Changes to a booking

Changes to the date, time, or pickup location can usually be accommodated at no charge, subject to vehicle availability. Please contact dispatch as early as possible.

If a change results in a higher fare, the difference is payable before the trip. If it results in a lower fare, the difference is refunded less processing fees.

Where a change is requested inside the cancellation windows above and we cannot accommodate it, the request is treated as a cancellation under sections 4 and 5.

8. Cancellations by us

If we cancel a confirmed booking for any reason — including vehicle breakdown, driver unavailability, or road and weather conditions that make the trip unsafe — you receive a full refund with no deductions, including processing fees.

Where possible we will offer an alternative vehicle or time before cancelling.

9. Service issues

If a trip was charged in error, charged at the wrong amount, or was not provided, contact us and we will correct it. Billing errors are refunded in full with no deductions.

10. How refunds are issued

Refunds are returned to the original card used for payment. We process approved refunds within two business days. Once processed, refunds typically take 5–10 business days to appear on your statement, depending on your card issuer.

We do not issue refunds by cash, cheque, or e-transfer.

11. Corporate and billed accounts

Trips billed to an approved account are governed by the terms of that account agreement rather than this policy. Contact our office with any billing question.

12. Taxes

All fares quoted include HST where applicable. GST/HST registration number 827089970 RT0001. Refunds include the proportionate HST on the amount refunded.

13. Questions and disputes

If you disagree with a charge, please contact us first — most issues are resolved with a phone call, and it is faster than a card dispute.