Policies & Service Agreement

All policies and statements on this page are presented as our terms and conditions of service. By using our website, online booking, or requesting service, you confirm your agreement to these terms and conditions, and you agree to comply with them.

We have a thorough automated system of emails and text messages that transpire with every reservation. Here is what to expect:

• A 24-hour reminder email is sent before every reservation.
• You will receive a text message when your vehicle is on the way.
• Approximately 20 minutes before your pickup, you will receive a live tracking link via text showing the vehicle location, driver name, and a direct contact number.
• Upon arrival, another text message is sent to the mobile number on the reservation. For airport pickups, this message includes instructions on how to have your car called up to the pre-arranged pickup area.
• Automatic receipts are emailed on completion of service.

We have specific instructions on your reservation for how to contact us to make changes, cancel, or add details.

We ask that you do not call to make requests. Our system is designed to handle everything securely, accurately, and at your convenience. We are a paperless, 24/7 operation — text is the fastest and most reliable way to reach us.

All clients receive a detailed reservation confirmation with relevant policies and instructions. We will not be held liable for incorrect information — every client receives ample opportunity to verify reservation details.

When a reservation is confirmed, we are reserving a vehicle class and driver exclusively for you. The driver has committed his schedule and refused other service calls for that time period in order to be available for you. We have incurred costs in providing that service whether you enter the vehicle or not.

Reservation Confirmations remain in place until you receive an updated Confirmation from our office. Each reservation has a "Last Modified on" timestamp. If a driver is dispatched to a call not updated in time by the customer, additional charges will be applied to compensate the driver.

Customer Obligations

• Verify that all information on the reservation itinerary is correct and accurate. We cannot assume you have made an error — you must correct any inaccurate information.
• Ensure the reservation has the correct pickup time and date.
• All stops and destinations must be on the itinerary before departure.
• For airport arrivals, ensure the reservation date and time match your arrival flight itinerary exactly. Note that passengers on overnight flights often arrive the day after departure.
• Follow the procedures below for any reservation changes, flight changes, and cancellations.
• The passenger's mobile number is required for live updates — ensure your phone is on to receive communications.
• Please treat all vehicles with respect. Do not slam car doors.

Estimated Total

Your reservation charges serve as an estimate calculated on information provided at the time of booking. Final charges reflect actual usage and any deviation from the requested service. Reservations under 24 hours are subject to short notice fees that increase as pickup time approaches. Additional fees may include wait time, additional stops, additional mileage, and parking or toll fees.

Incorrect Information Submitted

If you do not submit the correct time and date, we are not responsible for the error and charges for the dispatched car and driver will apply. A common mistake is entering the wrong day on overnight flights — for example, a flight arriving September 1st at 11:57 PM entered as September 1st at 12:00 AM would be scheduled 23+ hours off. We cannot assume you are making an error, which is why we ask you to verify all reservation details at the time of booking and again the day before.

Same Day & Short Notice Bookings

Completed bookings received under 24 hours notice are subject to short notice fees. This fee increases as the time from booking to service decreases and is applied automatically. For immediate dispatch (under 3 hours notice, or unscheduled on-demand dispatch), a minimum additional fee of 5 up to 20% of the reservation total applies.

When you make a reservation, we guarantee we will be at your door or at the airport to meet you — even if you are the only person scheduled for that time. We may have turned down other service opportunities or delegated work to other drivers in order to have a vehicle available for you. Due to the nature of pre-arranged car service, short notice cancellations result in real costs and losses.

We send multiple email reminders 24 hours or more in advance of every reservation. We ask you to agree to review the details of each reservation confirmation as part of our policies.

Cancellation Schedule

• Eligibility for a refund with less than the required notice is at the sole discretion of our management staff.
• Reductions in hourly time or vehicle size are not permitted once a reservation has surpassed the cancellation window.
• A flight change or missed flight is considered a short notice cancellation unless re-booked within 12 hours.
• Flight cancellations are not subject to cancellation charges provided the flight monitoring confirms cancellation and notification is given to our dispatch before the vehicle is underway.
• Premium vehicles (Escalade) cannot be downgraded or cancelled under 24 hours notice without full cancellation charges.

No-Shows

A reservation is considered a "No Show" if the passenger cannot be located or contacted within one hour of an airport pickup (time starts when the plane lands), or within 20 minutes at all other pickup locations. Full fare including gratuity will be charged for all no-shows regardless of circumstance.

To avoid being charged as a no-show, do not leave your location without contacting Premier Car Service. If you cannot locate your driver, call or text us immediately at 902-266-9539.

Changing Your Pickup Time

Changing a driver's schedule under 24 hours can have significant impact on multiple drivers and will result in additional fees:

• Changes within 24 hours of pickup time: $10 fee
• Changes within 4 hours of pickup time: $25 fee
• Changes for pickups over 1 hour's drive away: $25 fee
• Changes for pickups over 2 hours' drive away: $40 fee
• Changes within 2 hours of original pickup time due to a flight change: $25 fee

For hourly service, any schedule changes within 4 hours of pickup will result in wait time charges starting at the original scheduled pickup time.

Passengers must follow our Airport Pickup Procedures. Regardless of the pickup time you submit, your pickup time will be automatically adjusted to coincide with your flight's actual arrival.

Meet & Greet: When the driver is requested to meet you inside the airport terminal, an additional 5 charge applies.

Flight Monitoring & Delays

We monitor all commercial flights. If your flight is delayed or arrives early, your pickup time is adjusted automatically — you do not need to contact us about delays. However, you must contact us if:

• You miss your flight or your flight number changes
• Your flight has been cancelled
• You need a different pickup time that does not coincide with the tracked flight arrival

We cannot monitor private flights. Wait time for private jet passengers delayed more than 15 minutes will be charged as incurred on an hourly basis.

Grace Periods — Extended Wait at Terminal

We understand time is needed to retrieve luggage after a long flight. However, if your luggage is lost or customs is holding you up, please contact your driver at the number sent via our automated text messaging.

• Domestic flights: Up to 30 minutes — no wait time charged
• US / International flights: Up to 45 minutes — no wait time charged

The driver will wait a maximum of 1 hour after your flight has landed, or after your scheduled pickup time if no correct flight number was provided.

Flight Departures

We do not monitor flight departures. If your flight is delayed and you need a different pickup time, a minimum fee of 0 applies for the reservation change. If your new requested time conflicts with our schedule, a 20% surcharge plus the 0 fee will apply as we must source an external driver.

Wait time charges are calculated by the vehicle's hourly rate prorated in one-minute intervals. There are no wait time charges for arrival flights under 45 minutes — drivers monitor the flight and are aware of early or late arrivals. However, if you do not provide the correct arrival flight number, we cannot monitor your flight.

Wait charges apply when the client is in the vehicle and asks the driver to wait or park, regardless of the reason. When clients or associates of the client are in the vehicle, the full hourly rate applies.

Any schedule changes or delays made within 2 hours of the scheduled pickup time will result in wait time charges starting at the scheduled pickup time. If a car is dispatched and on the way to your airport pickup and you call to cancel or change your flight, your reservation will be charged in full, or in the case of a flight change, an additional fee of 5 will be added.

By law, vehicles cannot be loaded beyond their seating capacity. You are also limited to the luggage your vehicle class can accommodate:

• Sedan: Maximum 3 passengers / approximately 3 large pieces of luggage (or equivalent combination).
• Full-Size SUV: Maximum 6 passengers / 6 large pieces of luggage. With rear seats folded (losing 3 passenger seats), the SUV can accommodate 12–15 pieces.

• If you exceed the luggage capacity of a sedan, your reservation will be upgraded to an SUV and charged accordingly.
• If an SUV must be dispatched because of excess luggage, an immediate dispatch fee of 5 applies, plus you will be charged the full sedan reservation and a new full SUV reservation.
• If you exceed the cargo capacity of the SUV and excessive luggage must be brought into the passenger cabin, an additional 0 will be charged.
• If the SUV must make two trips to transport luggage and passengers, your reservation amount will double.
• If items are left in the vehicle and the driver must return, there will be a minimum 5 additional fee plus the kilometre rate if the driver must travel more than 10 km.

For more information, visit How Much Luggage Fits in a Limo.

Additional Stops

There is a 5 fee for additional stop requests on point-to-point and airport transfers. Extra stops must be on the reservation before departure so we can properly schedule the driver. Requesting a stop while in transit may be denied if it conflicts with another pickup scheduled after your expected transfer time.

Your credit card information is submitted, stored, and transmitted at all times in a fully encrypted state unreadable to anyone. Premier Car Service will not sell, rent, or disseminate your personal and financial information to any outside third parties. Drivers do not have access to your card information.

By submitting your credit card you agree to accept all liability as personal indebtedness for all charges for the persons noted on the form or online booking. You grant authorization for Premier Car Service to store your card information and charge it for any and all charges associated with transportation services rendered — including wait time, cancellations, additional luggage fees, or damages caused by associates of the account holder.

Although you may have requested a sedan, we may substitute with an SUV at no extra cost. However, if you have requested an SUV, you cannot downgrade the vehicle class under 24 hours notice as we have reserved that vehicle and driver exclusively for you.

Premium vehicles such as the Cadillac Escalade are specialty vehicles — there is a limited number operating in Halifax as limousine-standard vehicles. Requests will be fulfilled as long as the vehicle is available and not already booked. In the event a requested premium vehicle is unavailable, we will send a regular sedan or SUV at the regular rate. Premium vehicles cannot be downgraded or cancelled under 24 hours notice without full cancellation charges.

Driver Lodging

Customer requests that cover long distance travel requiring overnight lodging for the driver must be paid for by the client, or the accommodations total will be billed to the credit card on file.

Unforeseen Circumstances

If we are unable to provide service due to unforeseen events — severe weather, heavy traffic, accidents, or vehicle breakdowns — we will contact you and make alternate arrangements where possible. Premier Car Service will provide the best service available under the circumstances and will try to arrange alternate transportation with another company if necessary.