Last updated 2026-09-19
The reservation
A reservation is confirmed when the engine, dispatch or a coordinator issues a confirmation with a reservation number. The confirmation states the pickup, the destination or the hours, the vehicle class, the rate, the currency, the waiting allowance and the cancellation window for the city. A programme - an event, a visit, a roadshow, a conference, a security assignment - is confirmed by a written quote accepted by the client, which states the vehicles, the days, the coordinator, any deposit and its own cancellation window. RideRutz.com contracts as principal for every reservation whether fulfilled by its own fleet or by an affiliate.
The rate
The rate on the confirmation is the rate charged. Hourly rates include the chauffeur, the vehicle, fuel, waiting and unlimited stops within the engagement, cleaning and gratuity. Transfer fares include tolls, airport and port fees, congestion and low-emission charges where they apply, waiting within the allowance and gratuity. Tolls and paid parking incurred on the passenger's instructions during an hourly engagement, FBO ramp fees and positioning from another city are itemised at cost. The rate changes only if the reservation changes, and the revised total is shown before it is applied.
Hourly engagements
The minimum for the city is stated on the engine and the confirmation; beyond it, billing is to the quarter hour. An engagement released early is billed to the minimum or the hours used, whichever is greater. An engagement extended on the day continues at the same rate, subject to the chauffeur's legal driving hours; a relief chauffeur for a long day is provided at no extra charge.
Waiting
For airport and FBO pickups the clock starts at the aircraft's actual arrival, not the scheduled one, and the confirmation states how much waiting is included. At a hotel, office or residence, the first fifteen minutes after the booked time are not charged. Once the allowance is used up, further waiting is billed per quarter hour at the class's hourly rate. Waiting within an hourly engagement is not charged.
Changes and cancellations
Outside the cancellation window printed on the confirmation, a change of time, address, class or passenger name costs nothing. Cancellations outside the window are free. Cancellations inside the window, and no-shows, are charged the hourly minimum or the transfer fare, because the chauffeur and the vehicle were committed. Programmes are subject to the deposit and cancellation terms in the accepted quote, which are longer for festival, summit and award-season dates because vehicles are positioned and accredited in advance.
Vehicles and chauffeurs
You receive the class you reserved, or a higher class at the same rate when the reserved class is unavailable. Chauffeurs are licensed to carry passengers for hire in the jurisdiction of the pickup, commercially insured, vetted and trained to the standard published on the chauffeurs page, and bound by a confidentiality undertaking. Passengers must use seat belts, may not smoke or vape in any vehicle, and may not require a chauffeur to break the law or to exceed legal driving hours. Protected vehicles and security-trained chauffeurs are supplied on the terms of the written proposal; RideRutz.com does not supply close-protection officers and makes no representation that a security driver is a substitute for one.
Our liability
Where we fail to provide the reservation - no vehicle, a vehicle materially below the class booked, or a pickup so late that the purpose of the journey is defeated - we refund the rate and, on request, compensate reasonable direct costs such as an alternative transfer, up to twice the rate. Where a chauffeur falls short of the published standard, the rate is adjusted or refunded on investigation. We are not liable for delay caused by weather, traffic, road closures, security cordons, airport or venue procedures, or events beyond our control, nor for consequential loss, missed flights, missed engagements or lost business, except where the law of the jurisdiction does not permit that exclusion. Nothing in these terms limits liability for death or personal injury caused by negligence.
Passenger property
Anything left behind in a vehicle is handed back on the same journey where that is possible, and otherwise kept by dispatch for collection or sent by courier at the passenger's expense. Programme documents left in a vehicle are returned sealed to the client's secretariat. Responsibility for belongings left in a vehicle stays with the passenger.
Accounts
Corporate and mission accounts are invoiced monthly on the terms in the account agreement. Where volume pricing has been agreed in writing, it stays in force while the agreed volume is maintained and can be withdrawn on notice if it is not. Policy rules are applied as configured by the account's administrator.
Event names
Event, festival, summit and venue names on this site identify the occasions around which transport is provided and imply no affiliation with, sponsorship by or endorsement from their organisers.
Governing law
Ontario law governs these terms and the Ontario courts have jurisdiction over any dispute; a passenger keeps whatever consumer-protection rights the law of their own place of residence gives them. A complaint sent through the contact page is read by a coordinator and answered, with what was found and what was done, inside five working days.