Last updated 2026-09-19
The reservation
A reservation is confirmed when the engine, dispatch or an account manager issues a confirmation with a reservation number. The confirmation states the pickup, the destination or the hours, the vehicle class, the fare, the currency, the waiting allowance and the cancellation window for the city. RutzLimo.com is responsible for the journey from confirmation to receipt, whether the chauffeur is on our own fleet or an affiliate operator's.
The fare
The fare on the confirmation is the fare charged. It includes tolls, airport and port fees, congestion and low-emission zone charges where they apply, parking for a meet-and-greet or an hourly stop, and the standard gratuity. It changes only if the reservation changes: an added stop, a change of class, waiting beyond the complimentary allowance, distance beyond an hourly or daily allowance, or hours beyond a reserved block, each at the rate on the confirmation and each shown to the passenger before it applies where circumstances allow.
Waiting
On airport, port and FBO pickups, waiting is counted from the aircraft's or vessel's actual arrival and the complimentary allowance is stated on the confirmation. At other addresses a fifteen-minute grace period applies. Waiting beyond the allowance is charged in fifteen-minute increments at the hourly rate for the class.
Changes and cancellations
Changes to time, address, class or passenger details are free outside the cancellation window stated on the confirmation. Cancellations outside the window are free. Cancellations inside the window, and no-shows, are charged in full, because the chauffeur and the vehicle were committed to the reservation. Where a flight is cancelled by the airline, the transfer is not charged. Multi-day, event and wedding reservations carry the deposit and cancellation terms stated in their written confirmation.
Vehicles and chauffeurs
The vehicle supplied will be of the class booked or, at no extra charge, the class above. Chauffeurs are licensed to carry passengers for hire in the jurisdiction of the pickup, commercially insured and screened to the network's standard. Passengers must use seat belts, may not smoke or vape in any vehicle, and may consume alcohol only in the stretch limousine and limo Sprinter classes where local law permits it. Chauffeurs may refuse to carry a passenger whose conduct endangers the chauffeur, the vehicle or others, and the fare is not refunded in that case.
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 fare and, on request, compensate reasonable direct costs such as an alternative transfer, up to twice the fare. We are not liable for consequential loss, for delays caused by traffic, weather, road closures or events beyond our control, or for missed flights or sailings where the passenger set the pickup time against dispatch's recommendation. Liability for personal injury is governed by the commercial passenger insurance of the operator fulfilling the journey and by the law of the jurisdiction.
Passenger property
Property left in a vehicle is returned where the journey allows or held for collection or courier at the passenger's cost. We are not liable for property left in a vehicle.
Accounts
Corporate accounts are invoiced monthly on the terms in the account agreement. Volume terms are agreed in writing and may be withdrawn on notice if the agreed volume is not met.
Governing law
These terms are governed by the law of Ontario, Canada, and any dispute is subject to the courts of Ontario, without prejudice to the consumer-protection rights of the jurisdiction in which a passenger resides. Complaints reach a person through the contact page and are answered within five working days.