How to request a change or cancellation
Email bookings@canadiantransfers.com or reply in your booking conversation. Include your reference, affected service or product, date and requested change. Keep the acknowledgement.
Your request is recorded with its date and time. Receiving it does not itself change the itinerary or confirm a refund; our team will send the decision.
Private transfers
We review each affected journey, including the return leg of a round trip. If a change affects price or availability, you will receive the details before accepting it. Changing the origin or destination requires cancelling the affected journey and making a new booking, subject to the applicable cancellation terms and price.
The notice period to request cancellation of a private transfer is at least 8 hours before the service. Pickup allowances and the airport-arrival procedure are detailed in their own sections of this document.
If you cancel with at least 8 hours’ notice, a full refund of the amount paid for that private transfer is due. If part of the booking remains, payments already received first cover the retained services and only the surplus is refunded, as explained under partial cancellations. If you cancel with less than 8 hours’ notice, the amount for the private transfer is non-refundable.
In the event of a no-show, the amount already paid for that private transfer is non-refundable.
These conditions apply only to the private transfer. They do not apply to admission tickets, tours or ferries, which retain their supplier’s conditions. Third-party conditions must be disclosed before payment and applied in line with law.
Pickups at hotels and other locations
A 15-minute waiting allowance starts at the agreed pickup time for airport departures, point-to-point transfers and sightseeing pickups at your hotel or another agreed location. Be ready at the stated meeting point and keep your phone active.
Airport arrivals follow a different waiting procedure, described in the next section.
Airport arrivals: contact and waiting time
Keep the phone number supplied with your booking active so you can receive calls and messages. Tell us when you have collected your luggage, completed customs and are ready to exit. This lets us coordinate the vehicle’s entry to your terminal and avoid additional parking time while you are still collecting luggage or completing formalities.
If we cannot contact you and have not received your ready-to-leave message, we allow 20 to 30 minutes after your flight lands for luggage collection and customs. We then dispatch the vehicle into the terminal to look for you, even if we have not yet received your message.
Your transfer price includes 40 minutes of waiting inside the terminal, starting when the vehicle enters the terminal. After those 40 minutes, an additional parking and access fee of USD 10 applies for each additional 20 minutes of waiting.
When we have no contact with you, the maximum time to locate you is 2 hours from the flight’s landing, not from the vehicle’s entry. If, by that deadline, we have neither been able to contact you nor found you at the terminal, the transfer is cancelled as a no-show, the vehicle leaves and the amount paid for that transfer is non-refundable. This rule applies to the affected transfer, not to the other services in your booking.
Tickets, tours and ferries
Conditions depend on the supplier, product, date, issue status and offer. Our team will check whether the booking has already been confirmed and paid to the supplier before handling a request. Before purchasing, you must be able to review the specific conditions for your option.
As a general rule, bookings already confirmed and paid to the supplier are non-refundable. A change of date is the preferred alternative, subject to availability, validity, any price difference and the supplier’s conditions.
CanaDian Transfers can submit an exceptional refund request, but supplier approval is not guaranteed. Receiving or handling the request does not confirm that money will be returned; we will communicate the decision and any authorised refund amount.
An extension of validity or change of ticket holder is available only where the supplier permits and confirms it for that product. Unlimited validity or the transferability of every ticket must not be assumed.
These general rules do not replace the specific conditions for each product or limit rights under applicable law.
Bookings with several products
A cancellation may affect only one journey or product. The decision must distinguish what remains, what is cancelled, any discount requiring review and the amounts due or refundable. The rest of the booking is not cancelled without telling you.
For a partial cancellation or a reduction in the booking, payments already received first cover the services that remain. Only the surplus after covering those services is refunded. If the amount paid is below the updated total, we will explain the outstanding balance.
The calculation uses the updated price of the retained services and their applicable discounts. Cancelling one journey of a round trip does not automatically mean a refund of half the original total. The breakdown identifies cancelled and retained services, price adjustments and the final balance.
Where a refund is due
The decision identifies the amount and currency, reason, affected items and any valid deduction disclosed beforehand. You receive a reference once the refund is processed.
CanaDian Transfers’ internal handling of a cancellation or an eligible refund may take up to 3 business days. This is our internal processing period; it does not mean the money will appear in your account within those same 3 business days.
Once CanaDian Transfers arranges the refund through PayPal or Stripe, the time until you receive the money depends on the relevant processor’s timeframes, the payment method and the bank or card issuer. CanaDian Transfers’ confirmation distinguishes the request, approval and processed refund.
Your rights
Applicable statutory withdrawal, refund, compensation and other consumer rights will be respected. A supplier-specific condition must not be treated as a general waiver of those rights.