Cancellation & Refunds
Plans change. Here's exactly what happens when they do.
Any booked trip can be cancelled by the passenger or by Crown & Coach. The refund you receive depends solely on how far in advance the cancellation is made, measured from the scheduled pickup time of the trip.
Refund schedule
Refunds are issued to the original payment method within 5–10 business days. For corporate-account trips settled on a billing cycle, the applicable portion is credited to the next invoice rather than refunded individually.
Extraordinary circumstances
At the sole discretion of Crown & Coach, a full or partial refund may be issued for late-window or no-show cancellations where the passenger can demonstrate an extraordinary circumstance beyond their reasonable control. Examples include:
- Bereavement of a close family member
- Cancellation of the event, appointment, or flight the trip was arranged for
- Documented medical emergency
- Acts of God (severe weather, natural disasters) that would have prevented the trip regardless of cancellation timing
Requests for extraordinary-circumstance relief must be submitted in writing to contact@crownandcoach.com within 14 days of the scheduled pickup time. Crown & Coach may request supporting documentation. Approval is not guaranteed; decisions are final.
Cancellations initiated by Crown & Coach
If Crown & Coach is unable to provide the booked service — including but not limited to vehicle unavailability, driver incapacity, or operating conditions that make the trip unsafe — the passenger is entitled to a full refund regardless of timing, and Crown & Coach will make reasonable efforts to arrange alternative transportation at no additional cost. This provision does not apply to delays or cancellations caused by circumstances outside our reasonable control (weather, road closures, acts of government, etc.).
How to cancel
Cancellations may be submitted through the Crown & Coach concierge portal (under your upcoming trip), by email to contact@crownandcoach.com, or by phone to 1-855-554-1119. Your cancellation becomes effective the moment we receive it; refund timing is determined by when the cancellation is received, not when it is processed.
Payment & Billing
Three ways to pay, depending on how your account is set up.
Payment at booking (all users)
Every Crown & Coach booking can be paid in full at the time of booking using a valid credit or debit card processed through Square. Guest bookings — those made without signing in to a Crown & Coach account — must be paid at the time of booking. No exceptions.
Pay-later (signed-in members)
Members who have signed in to a Crown & Coach account may elect to be charged after the trip is completed, subject to all of the following:
- A valid payment card must be on file.
- The card must have been verified by at least one successful previous charge. A card that has been added but never used is not considered verified.
- The trip will be charged automatically approximately 30 minutes after the trip is marked complete. This window allows for driver-side adjustments (tips, additional stops, etc.) before the card is billed.
- Pay-later is a courtesy, not a right. Crown & Coach reserves the right to require pay-at-booking from any member at any time, including on a per-trip basis.
What happens if a pay-later charge fails
If your automatic post-trip charge fails (expired card, insufficient funds, declined authorization, etc.) you will receive an email notification containing a secure link to pay the outstanding balance directly.
- Existing members in good standing — defined as accounts with a history of completed trips and no prior unresolved payment failures — may continue to book up to three (3) additional trips while the unpaid balance remains outstanding. The fourth booking attempt will be blocked until the outstanding invoice is settled.
- New members or members with prior unresolved payment failures — further bookings are blocked immediately upon the failed charge. Service resumes once the outstanding balance is paid and a verified working payment method is on file.
Pay-later eligibility is suspended in either case until the balance is cleared and either the original card is successfully re-charged or a new card is added and verified.
Cycle billing (corporate accounts only)
Corporate accounts may opt for billing cycles of 1 week, 2 weeks, or 1 month. The default cycle is 2 weeks. All trips booked under any member of the corporate account during the cycle are aggregated into a single invoice delivered to the account manager on the cycle-end date. Payment terms are as specified in the corporate account agreement. See Corporate Accounts for more.
Failed-payment escalation
Crown & Coach reserves the right to suspend, restrict, or terminate service for accounts with repeated or unresolved payment failures. Overdue balances may be referred to a collections agency; in such cases, the account holder is responsible for reasonable collection costs and any interest permitted by applicable law. All fees remain due regardless of account status.
Disputes & chargebacks
If you believe a charge is incorrect, contact contact@crownandcoach.com before initiating a chargeback with your card issuer. We will investigate and, where appropriate, issue a correction within 10 business days. Chargebacks filed without first contacting Crown & Coach may result in immediate account suspension pending resolution.
Corporate Accounts
For businesses, families, and any organisation booking rides for multiple people under one bill.
Account structure
A Crown & Coach corporate account consists of:
- One designated account manager. The manager is the sole party authorised to add or remove members, set budgets and thresholds, approve pending trips, and receive invoices.
- One or more linked members. Each member maintains their own personal login; their trips are charged to the corporate account rather than to the member's personal card.
Only the account manager may bind the account to financial obligations. Member bookings within the manager's configured rules are automatically authorised.
Approval thresholds
Corporate accounts may require manager approval before certain trips are confirmed. The approval mode is configured by the manager and applies to all members equally:
- No approval — members may book freely up to their configured budget.
- Threshold approval — any trip whose estimated total is at or above a configurable dollar amount requires explicit manager approval before the trip is confirmed. The default threshold is CA$100.
- Approval for all trips — every booking, regardless of amount, waits for manager approval before it is confirmed.
Approval timing
When a trip awaits approval, the manager has until the configured window before the trip's scheduled pickup time to respond. The default window is 24 hours before pickup, configurable between 1 hour and 7 days. If the manager does not respond within the window, the trip is automatically cancelled and the member is notified. Cancellations for lack of approval are not subject to the standard cancellation refund schedule — no charge applies, since the booking was never confirmed.
Budgets
The account manager may set per-member spending limits on a per-trip or per-cycle basis, and choose how Crown & Coach enforces them:
- Warn mode — the member is notified when a booking will exceed their budget, but the booking is still permitted. The default.
- Hard-stop mode — bookings that would exceed the budget are blocked and require manager approval. If the manager has enabled auto-deny for over-budget trips, the member is offered the option to cover the excess amount with their own personal card instead.
Billing
Corporate trips are aggregated into cycle-based invoices. Each invoice line item includes: trip date and time, pickup and drop-off addresses, driver name, trip cost, tip (if any), and applicable tax. Invoices are delivered via email to the account manager's registered email address and, where supported, via the payment processor's invoicing system. Payment terms default to net-15 (payment due within 15 days of invoice issuance) but are negotiable at account setup.
Account termination
Either party may terminate a corporate account with 30 days' written notice. All trips booked prior to the termination date remain honoured; all outstanding balances become due on termination. Members of terminated corporate accounts may continue to use Crown & Coach as personal customers; their rides will thereafter be billed to them individually.
Family Accounts
A corporate-account variant for households, covering a head-of-household and linked family members — children, spouses, parents.
Family accounts operate under the same framework as corporate accounts, with the following specifics:
The head of household
One adult is designated as the head of household. The head of household is the account manager: they invite members, set budgets and thresholds, approve trips where required, and are legally and financially responsible for all charges accrued under the account, including charges arising from trips booked by minors linked to the account.
Kid mode
For linked members who are minors, the head of household may optionally enable Kid mode, which applies restrictions to the in-vehicle tablet experience — for example, restricting access to certain media or web content. Kid mode does not affect booking rights; it governs only the in-ride experience. Booking permissions and budget enforcement are the same as for adult members.
Inviting a family member
The head of household invites new members by submitting the invitee's email address to the concierge portal. Crown & Coach sends the invitee an email with a one-time password-creation link. On clicking the link and setting a password, the invitee's account is created and linked to the family account.
An invitee whose email already has a Crown & Coach personal account may link their existing account to the family account in lieu of creating a new one, subject to confirmation via the same email link.
Branching off
A member of a family account may, at any time, request to branch off into an independent personal account — typically because they have moved out of the household or because the arrangement is no longer appropriate. Branching off:
- Requires the head of household's written approval.
- Takes effect only after all outstanding balances on the family account attributable to the branching member have been settled.
- Preserves the member's trip history and saved addresses on the new independent account.
The head of household may also remove a member from the family account unilaterally. Removed members become independent personal accounts immediately; any in-flight bookings remain on the family account until completed.
Pricing & Fares
How the price you're quoted at booking is calculated.
Distance-tiered pricing
Trip fares are calculated by total trip distance, falling into one of four tiers. Each tier has its own base fare, per-kilometre rate, and per-minute time charge. The tier that applies is determined automatically by the estimated distance between pickup and drop-off, measured at the time of booking.
What's included
Every Crown & Coach fare includes:
- Use of the vehicle for the booked trip
- Professional chauffeur with appropriate licensing and insurance
- Fuel, vehicle maintenance, and applicable tolls between pickup and drop-off
- Complimentary Wi-Fi and in-cabin amenities as advertised
- Up to 15 minutes of complimentary wait time at the scheduled pickup location
What's not included
- Tips (optional, see Tips, Tax & Fees)
- Applicable sales tax (HST)
- Additional wait time beyond 15 minutes, which is charged at the standard per-minute rate
- Additional stops beyond those specified at booking (charged based on the distance and time added to the trip)
- Cleaning fees for damage to the vehicle caused by the passenger, invoiced separately
Quote validity
The fare quoted at booking is fixed, provided the trip is completed substantially as booked. Material changes — additional stops, extended wait times, route changes requested during the trip — may result in additional charges, which are billed by adjusting the trip's actual cost at completion. The actual cost is disclosed to the passenger before any post-trip charge is processed.
Travel fees ("en-route")
Crown & Coach internally tracks a separate line item for the driver's travel from their previous location to your pickup point. This is used for dispatch and operational analytics only; it is not billed to the passenger. You pay only for the trip itself, from pickup to drop-off.
Tips, Tax & Fees
What's added on top of the fare, and why.
Tax (HST)
Crown & Coach collects and remits Harmonized Sales Tax (HST) as required by Canadian tax law. HST is calculated on the pre-tip subtotal, after any applicable discounts, and appears as a separate line item on every receipt and invoice. The applicable rate is determined by the pickup location of the trip in accordance with the Excise Tax Act.
Tips (gratuities)
Tips are always optional. Crown & Coach does not automatically add a gratuity to any fare, with one exception: corporate account managers may configure an auto-tip percentage that applies to all trips booked under members of that account. When enabled, auto-tip is disclosed to the member at booking and appears on the invoice as a separate line.
Where auto-tip is not configured, tips are the passenger's own decision and are charged to the passenger's own payment method — never to the corporate account's invoice — unless the passenger specifically elects otherwise during the trip.
Order of calculation
Every fare is computed in the following order, to ensure tax is applied correctly and consistently:
- Subtotal = base fare + distance charge + time charge
- Discounts (member discounts, promotional credits, etc.) are applied to the subtotal
- HST is calculated on the discounted subtotal
- Tip (if any) is added on top, after tax, and is not itself subject to tax
Other fees
Additional fees may apply in specific circumstances, all of which are disclosed before any charge is processed:
- Cleaning fee — for damage beyond normal use. Invoiced at actual cost of remediation plus 15% administrative fee.
- Extended wait time — beyond 15 minutes at pickup, charged at the per-minute rate of the applicable tier.
- Airport fees — where airports levy drop-off or pickup fees on commercial transport, these are passed through to the passenger at cost and itemised separately.
Privacy
What we collect, how we use it, and who we share it with. Short version: only what's necessary, only for what you signed up for.
What we collect
- Account information — name, email, phone number, optional saved addresses, password (stored hashed, never in plain text).
- Trip information — pickup and drop-off addresses, scheduled times, stops, vehicle preferences, notes you provide to the driver.
- Payment information — processed and tokenised by Square; Crown & Coach stores only the last 4 digits, card brand, and a Square-issued reference token. We never store full card numbers, CVV, or expiry dates.
- Location data — during an active trip, the driver's live location is shared with the passenger so they can track arrival. Passenger location is not continuously tracked.
- Usage analytics — aggregate statistics on page views, booking flows, and service performance, captured via Google Analytics. You may opt out using Google's Analytics Opt-Out browser add-on.
How we use it
We use your personal information only to:
- Provide the services you have booked (dispatching drivers, calculating fares, routing trips)
- Process payments and issue receipts / invoices
- Send transactional communications related to your bookings — confirmations, driver-assigned notices, on-the-way alerts, trip receipts
- Respond to inquiries you submit via our contact form, email, or phone
- Send marketing communications, only if you have explicitly consented via the marketing-consent checkbox on the contact form, during signup, or at checkout
- Comply with applicable legal and tax obligations
- Investigate and prevent fraud, abuse, or violations of our Terms of Service
Who we share it with
We share personal information only with the service providers necessary to operate the service:
- Google Firebase — authentication, database hosting, Cloud Functions
- Square — payment processing and invoicing
- Mapbox — address autocomplete and mapping
- Resend — transactional email delivery
- Twilio — SMS delivery (only when you have opted in)
- Our chauffeurs — we share the trip details (pickup, drop-off, passenger name and phone number) with the assigned chauffeur so they can fulfill the trip
Crown & Coach does not sell personal information to third parties under any circumstances. We do not share personal information with advertisers or data brokers.
Your rights
Subject to applicable law — including Canada's Personal Information Protection and Electronic Documents Act (PIPEDA) and Ontario's Personal Health Information Protection Act where applicable — you have the right to:
- Access — request a copy of the personal information we hold about you
- Correction — request correction of any inaccurate personal information
- Deletion — request that your account and associated personal information be deleted, subject to our legal obligations to retain certain records (see below)
- Withdrawal of consent — withdraw your consent to marketing or other optional communications at any time
- Complaint — file a complaint with the Office of the Privacy Commissioner of Canada if you believe we have mishandled your information
Requests may be sent to contact@crownandcoach.com. We respond to privacy requests within 30 days.
Retention
We retain your personal information for as long as your account is active, plus a maximum of 7 years thereafter to satisfy tax, accounting, and legal retention obligations. Trip records involved in an active dispute, investigation, or legal proceeding are retained until the matter is resolved. Anonymised aggregate data may be retained indefinitely.
Data security
We implement industry-standard administrative, physical, and technical safeguards to protect your personal information. All data transmitted between your device and Crown & Coach servers is encrypted via TLS. Passwords are hashed using an industry-standard cryptographic function (bcrypt-equivalent). Payment information never touches our servers in unencrypted form — it is tokenised by Square before our systems see it.
No system is perfectly secure. In the event of a data breach affecting your personal information, we will notify you and the Office of the Privacy Commissioner of Canada as required by law.
Children
Crown & Coach services are intended for adults. We do not knowingly collect personal information from children under 13 directly. Family accounts allow a head of household to create accounts for minors linked to the household; in such cases, the head of household is responsible for any personal information associated with the minor's account, and acknowledges that they are providing such information on behalf of the minor with full authority to do so.
SMS & Email Communications
What we send, when, and how to stop receiving it.
Transactional messages
If you book a trip with Crown & Coach, we will send you operationally-necessary messages about that trip — booking confirmation, driver-assigned notification, on-the-way alert, arrival notice, trip receipt, and payment confirmations. These messages are necessary to deliver the service you booked and cannot be opted out of while you have an active trip. They stop automatically when your account is inactive.
SMS consent
By checking the SMS consent box at checkout and providing your phone number, you expressly agree to receive text messages from Crown & Coach at that number for trip confirmations, driver-assigned alerts, and arrival updates. Message frequency varies based on your booking activity. Message and data rates may apply — check with your mobile carrier. Reply STOP to any message to opt out; reply HELP for assistance. Opting out of SMS does not affect your ability to use the service; you will receive equivalent communications via email instead.
Marketing communications
We send marketing emails and occasional promotional SMS messages only to customers who have explicitly consented — via the "I'd like to receive occasional updates" checkbox on the contact form, during signup, or at checkout. This consent is distinct from transactional consent. You may withdraw marketing consent at any time by clicking the unsubscribe link in any marketing email, by replying STOP to a marketing SMS, or by contacting contact@crownandcoach.com.
CASL compliance
Crown & Coach complies with Canada's Anti-Spam Legislation (CASL). Every commercial electronic message we send is sent with the recipient's express or implied consent as defined by CASL, includes an unsubscribe mechanism that functions for at least 60 days after the message is sent, and identifies Crown & Coach as the sender with valid contact information.
Service & Passenger Conduct
What Crown & Coach commits to — and what we ask of you in return.
What we commit to
- A professionally maintained, clean, and road-worthy vehicle meeting or exceeding the standards of the Province of Ontario
- A licensed and insured chauffeur of sound judgement and professional demeanour
- Timely arrival at the scheduled pickup location, within 10 minutes of the booked time under normal operating conditions
- Safe and lawful operation of the vehicle at all times, including compliance with all applicable traffic laws
- Reasonable flexibility in response to minor route changes or unforeseen circumstances
What we ask of passengers
- Be at the designated pickup location at the scheduled time. We provide 15 minutes of complimentary wait; thereafter the per-minute rate applies.
- Treat the chauffeur and vehicle with respect. Verbal abuse, threatening behaviour, or behaviour endangering the chauffeur or other road users will result in immediate trip termination without refund.
- Do not smoke, vape, or consume illegal substances in the vehicle. Alcohol consumption is permitted only with the chauffeur's prior consent and only by passengers of legal drinking age.
- Do not bring animals (other than service animals) without advance arrangement.
- Refrain from any activity that would damage the vehicle or its amenities. You are financially responsible for any damage beyond normal wear and tear.
Grounds for trip termination
Crown & Coach reserves the right, acting through the chauffeur, to terminate any trip in progress — returning the passenger to the pickup location or the nearest safe location — for any of the following:
- Passenger conduct that endangers the safety of any person
- Passenger conduct in material breach of these terms
- Discovery that the passenger has misrepresented the purpose of the trip, the destination, or other material information
- Operational circumstances making continuation unsafe (weather, mechanical issue, etc.)
In the first three cases, no refund is owed. In the fourth, refund obligations follow the standard cancellation schedule or, where Crown & Coach initiated the termination for operational reasons, a full refund.
Lost & found
Items left in the vehicle will be held for 30 days. Contact contact@crownandcoach.com to arrange retrieval. Return by courier is at the passenger's expense. Crown & Coach is not responsible for items damaged in transit or items not claimed within 30 days.
Terms of Service
The formal agreement between you and Crown & Coach.
Agreement
By using Crown & Coach services — including by booking a trip, creating an account, or submitting information via the contact form — you agree to be bound by these Terms of Service and all policies referenced on this page. If you do not agree, do not use the service.
Eligibility
You must be at least 18 years of age, or the age of majority in your jurisdiction if higher, to create a Crown & Coach account or book a trip on your own behalf. Minors may ride as passengers when the trip is booked by a responsible adult.
Account security
You are responsible for maintaining the confidentiality of your Crown & Coach account credentials and for all activity that occurs under your account. Notify us immediately at contact@crownandcoach.com if you believe your account has been compromised.
No warranty
Crown & Coach provides its services on an "as available" basis. While we strive to provide uninterrupted, timely, and error-free service, we make no warranty to that effect. To the maximum extent permitted by applicable law, Crown & Coach disclaims all warranties, express or implied, including any warranty of merchantability, fitness for a particular purpose, or non-infringement.
Limitation of liability
To the maximum extent permitted by applicable law, Crown & Coach's total liability to you for any claim arising out of or relating to the services, whether in contract, tort, or otherwise, is limited to the total amount paid by you to Crown & Coach for the trip or service giving rise to the claim. Crown & Coach is not liable for indirect, incidental, consequential, special, exemplary, or punitive damages, even if advised of their possibility.
Nothing in these terms limits liability for death or personal injury caused by Crown & Coach's negligence, for fraud or fraudulent misrepresentation, or for any liability that cannot lawfully be limited or excluded under applicable law.
Indemnification
You agree to indemnify and hold harmless Crown & Coach, its employees, contractors, and chauffeurs from any claim, damage, loss, or expense (including reasonable legal fees) arising out of: (a) your breach of these terms or any policy referenced here; (b) your wrongful or negligent act or omission; (c) any inaccurate or fraudulent information you provided; or (d) your use of the service in violation of applicable law.
Intellectual property
All Crown & Coach branding, logos, website content, and software are the property of Crown & Coach or its licensors and are protected by Canadian and international intellectual property law. You may not reproduce, distribute, or create derivative works from this content without our express written permission.
Governing law & jurisdiction
These terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein, without regard to conflict-of-laws principles. Any dispute arising out of or relating to these terms or the services will be resolved by the courts of Ontario sitting in the City of Ottawa, and you irrevocably submit to the personal jurisdiction of those courts.
Severability
If any provision of these terms is held invalid or unenforceable, that provision will be enforced to the maximum extent permissible and the remaining provisions will remain in full force and effect.
Entire agreement
These terms, together with the policies referenced on this page and any separate written agreement between you and Crown & Coach (e.g. a corporate account agreement), constitute the entire agreement between you and Crown & Coach regarding the services.
Contact & Updates
How to reach us
- Email: contact@crownandcoach.com
- Phone: 1-855-554-1119
- Mail: Crown & Coach, Ottawa, Ontario, Canada. A specific mailing address is provided on request.
Updates to these policies
Crown & Coach may update these policies from time to time. Material changes — those that meaningfully affect your rights or obligations — will be announced at least 30 days before taking effect, by email to the registered account email address of all active account holders and by prominent notice on this page. Minor clarifications or corrections will be updated silently, with the "Last updated" date at the top of this page adjusted accordingly.
Your continued use of the service after the effective date of an update constitutes acceptance of the updated policies. If you do not agree with the updated policies, you may terminate your account before the effective date and your use prior to that date remains governed by the previous version.