These Terms explain deposits, cancellations, waiting charges, vehicle care, safety rules, dashcam notice, payments, and cross-border service conditions.
We review pickup timing, route options, luggage, passengers, and vehicle fit before confirming the fare.
This snapshot is for quick planning. The full terms below remain the controlling service terms.
Deposits
Deposits are non-refundable, except where applicable law requires a refund.
Cancellation / no-show
Cancellations within 24 hours of pickup and no-shows are non-refundable.
Airport waiting
Domestic arrivals include 30 minutes and international arrivals include 60 minutes after landing; then $2 per minute.
Canada customs delay
A client-caused Canadian customs hold is billed at $2 per minute until the issue is resolved and the vehicle is cleared.
1. Deposits
ClauseAll deposits paid to reserve a vehicle, chauffeur, or service window are non-refundable, except where applicable consumer-protection law requires otherwise.
ClauseThe deposit amount and any booking-specific payment schedule will be shown in the written confirmation or secure payment portal before payment. A quote or form submission does not reserve service until Metro Elite Transfer issues written confirmation.
2. Mechanical Breakdown
ClauseTo the maximum extent permitted by law, Metro Elite Transfer is not liable for a mechanical breakdown that occurs during the service.
ClauseIf a breakdown affects the trip, Metro Elite Transfer will make reasonable efforts to provide a substitute vehicle, reschedule the affected service, or agree with the client on another reasonable way to compensate for service time lost. The available remedy depends on vehicle availability, location, timing, and mutual agreement.
3. Vehicle Damage and Sanitation
ClauseThe client is financially responsible for damage caused to a vehicle by the client or anyone in the client’s party during the service. This includes damage caused by misuse, spills, burns, smoking, excessive soiling, or failure to follow the chauffeur’s safety instructions.
ClauseA charge of $100 applies for each carpet or seat burn. A sanitation fee of $250 applies when special cleaning or remediation is reasonably necessary. Documented repair, replacement, specialist cleaning, towing, or vehicle downtime costs caused by the party may also be charged where permitted by law.
ClauseMetro Elite Transfer may use photographs, video, inspection records, cleaning invoices, repair estimates, and trip communications to document and resolve a damage claim.
4. Alcohol and Illegal Drugs
ClauseMetro Elite Transfer prohibits the consumption of alcohol in its vehicles and the possession, consumption, or use of illegal drugs during service. Every passenger must also comply with the laws that apply in the location where the vehicle is operating.
ClauseThe client is responsible for fines, penalties, cleanup, damage, delay, or other costs arising from prohibited conduct by the client or a member of the party, to the extent permitted by law.
5. Chauffeur’s Right to Terminate Service
ClauseThe chauffeur or dispatch team may refuse or immediately terminate service, without refund, when the client or anyone in the party engages in illegal, threatening, abusive, unsafe, destructive, harassing, or otherwise inappropriate conduct.
ClauseThis decision may also be made when a passenger refuses a lawful safety instruction, creates a danger to the vehicle or other people, attempts to exceed vehicle capacity, or prevents the chauffeur from operating safely.
6. Dashcam and In-Vehicle Recording
ClauseSome Metro Elite Transfer vehicles may use outward-facing or inward-facing dashcams. Depending on the vehicle, location, configuration, and applicable law, a system may record video and may also record audio.
ClauseRecordings may be used for passenger and chauffeur safety, security, monitoring driving conduct, incident investigation, internal training, insurance or legal claims, dispute resolution, and compliance. Metro Elite Transfer does not sell dashcam recordings or use them for unrelated advertising.
ClauseInterior video or audio recording will be used only with the notice, consent, or other legal authority required in the place where the recording occurs. When required, notice may be provided in the booking process, by vehicle signage, and/or by an announcement before recording begins. The booking client must share this notice with every member of the party and contact Metro Elite Transfer before pickup with any recording concern.
ClauseThe Privacy Policy explains the information recorded, purposes, sharing, safeguards, retention, and access-request process.
7. Safety Regulations, Sunroofs, Smoking, and Capacity
ClauseStanding or extending any part of the body through a sunroof is prohibited. Passengers must remain properly seated and use seatbelts and child restraints as required by law and chauffeur instruction.
ClauseSmoking and vaping are prohibited in designated non-smoking vehicles and wherever prohibited by law. For safety, cleanliness, or vehicle-policy reasons, the chauffeur may prohibit smoking or vaping in any assigned vehicle.
ClauseNo vehicle may be loaded beyond its legal seating capacity or safe luggage capacity. Metro Elite Transfer may require a different or additional vehicle when the passenger or luggage count exceeds the confirmed vehicle’s capacity, and additional charges may apply.
8. Overtime Charges
ClauseA 15-minute grace period applies after the prearranged service end time shown on the run sheet or written booking confirmation. Overtime charges begin after that grace period and are billed at the rate stated in the confirmation or account agreement.
ClauseAirport arrival waiting time and client-caused customs waiting time are governed by the separate clauses below and are not extended by this overtime grace period.
9. Winter and Unsafe Road Conditions
ClauseMetro Elite Transfer may delay, reroute, reschedule, or cancel service when winter weather or road conditions are unsafe, including unsalted or unplowed roads, collisions, closures, ice, poor visibility, or official travel restrictions.
ClauseTo the maximum extent permitted by law, Metro Elite Transfer is not responsible for delay, cancellation, missed connections, or other loss caused by unsafe winter road conditions or related events outside its reasonable control. Nothing in these Terms removes a right or remedy that cannot lawfully be excluded.
10. Lost Articles
ClausePassengers are responsible for personal property brought into a vehicle. To the maximum extent permitted by law, Metro Elite Transfer is not liable for an item left, lost, damaged, or stolen in or around a vehicle.
ClauseIf an item is found, Metro Elite Transfer will make a reasonable effort to arrange its return. The owner is responsible for courier, delivery, storage, or special-trip costs. Unclaimed items may be disposed of after a reasonable holding period, subject to applicable law.
11. Payment Terms
ClauseUnless the written booking confirmation or secure payment portal states otherwise, the remaining service balance is due and payable to the chauffeur on the service date before the journey begins. Metro Elite Transfer may require prepayment or payment authorization before dispatch.
ClauseThe client authorizes charges disclosed in these Terms and the booking confirmation, including applicable waiting, overtime, damage, sanitation, toll, parking, route-change, and customs-delay charges.
ClauseVehicles cannot be loaded beyond their legal seating capacity or safe luggage capacity. Service may be delayed or refused until an appropriate vehicle arrangement is made.
12. Cancellations and No-Shows
ClauseA cancellation made less than 24 hours before the scheduled pickup time is non-refundable. A no-show is also non-refundable. This means amounts already paid for the affected reservation will not be returned, except where applicable law requires otherwise.
ClauseFor a cancellation made at least 24 hours before pickup, the deposit remains non-refundable and any remaining amount paid will be handled according to the written booking confirmation and applicable law.
ClauseA passenger may be treated as a no-show when the passenger does not appear at the agreed meeting point within the applicable waiting period, cannot be reached using the supplied contact information, leaves without notifying dispatch, or refuses the confirmed service without a valid legal right to cancel.
13. Domestic Flight Waiting Time
ClauseDomestic flight arrivals include a 30-minute waiting-time grace period beginning at the flight’s recorded landing time. After the grace period, waiting time is charged at $2 per minute until the passenger meets the chauffeur, the trip is cancelled, or the reservation is treated as a no-show.
ClauseThe client must provide an accurate flight number and promptly tell dispatch about a changed flight or meeting plan. If no usable flight number is provided, waiting time may begin at the scheduled pickup time in the confirmation.
14. International Flight Waiting Time
ClauseInternational flight arrivals include a 60-minute waiting-time grace period beginning at the flight’s recorded landing time. After the grace period, waiting time is charged at $2 per minute until the passenger meets the chauffeur, the trip is cancelled, or the reservation is treated as a no-show.
ClauseThe grace period is intended to allow time for normal deplaning, baggage collection, and arrival processing. The client must keep dispatch informed if the passenger is delayed or meeting instructions change.
15. Canada-Bound Runs and Client-Caused Customs Delays
ClauseFor service travelling into Canada, when Canadian customs delays or holds the vehicle because of an issue attributable to the client or a member of the client’s party, the client is responsible for waiting time at $2 per minute until the issue is resolved and the vehicle is cleared by customs.
ClauseClient-caused issues may include missing or invalid travel documents, undeclared or restricted goods, inaccurate declarations, individual admissibility matters, or a passenger’s failure to follow an official instruction. Ordinary traffic queues or routine inspection not caused by a client issue are not automatically treated as client-caused delay under this clause.
16. Cross-Border Responsibility, Liability, and Controlling Terms
ClauseIn these Terms, “client” includes the person who requests or pays for the service and the booking contact acting for the travelling party. By paying a deposit, confirming a reservation, or using the service, the client agrees to these Terms and is responsible for making the applicable rules and recording notice available to every passenger in the party.
ClausePassengers are responsible for valid passports, visas, permits, consent letters, customs declarations, and all other documents or declarations required by Canadian or United States authorities. Metro Elite Transfer can provide route reminders but does not give immigration or customs advice and cannot guarantee admission or clearance.
ClauseTo the maximum extent permitted by law, Metro Elite Transfer is not liable for indirect, consequential, incidental, punitive, travel-interruption, or lost-profit damages, or for delay and loss caused by traffic, government action, airport restrictions, carrier changes, border decisions, or events outside its reasonable control. Nothing in these Terms limits liability or consumer rights that cannot lawfully be limited or excluded.
ClauseIf a signed corporate agreement or written booking confirmation conflicts with these Terms, the more specific written term controls that reservation, but only to the extent permitted by law. Questions may be sent to legal@metroelitetransfer.ca. Metro Elite Transfer may update these Terms for future reservations by posting a revised effective date.
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