Refund Policy

Chauffeuropolis Inc.

Refund Policy

Effective 27 May 2025

This Policy forms part of the Chauffeuropolis Terms & Conditions of Carriage. It governs monetary refunds and compensatory credits. Cancellation fees are governed separately (see Cancellation & No‑Show Policy).

1 SCOPE

Applies to completed or partially completed bookings where service quality or delivery is disputed. Does not cover rider‑initiated cancellations (see separate Policy) or situations excluded in Section 5.

2 HOW TO REQUEST A REFUND

ChannelStepsConfirmation
Website form“Contact Us” → choose Refund → attach booking ID and reasonEmail receipt
Emailinfo@chauffeuropolis.com with subject “Refund – [Booking ID]”Auto‑acknowledgement
PhoneCall +1 905 633 5804 → option 3Case number via SMS

Deadline: Submit within 14 calendar days of the service date. Requests after the deadline are automatically declined.

3 INVESTIGATION PROCESS

1. Case logged in CRM; time‑stamp sent to rider.

2. GPS logs, driver statements, and dispatch records reviewed.

3. Decision email issued within 5–7 business days.

4. If approved, credit or refund processed within 3 business days of decision.

4 FORMS OF REFUND

SituationRemedy
CP service failure (driver no‑show, vehicle breakdown, excessive delay >45 min without notice)Full fare refund to original payment method or 110 % ride credit (rider’s choice)
Partial service issues (vehicle class downgrade, route error causing <45 min delay)25% – 50% fare credit, case‑by‑case
Quality complaints (cleanliness, driver conduct) provenUp to 25 % fare credit
Promotional goodwillNon‑transferable ride credit, never cash

Ride credits never expire and are linked to the rider’s account.

5 EXCLUSIONS (NO REFUND)

  • No‑shows or rider lateness (see Cancellation Policy).
  • Incorrect or incomplete booking details supplied by rider.
  • Acts of God / Force Majeure once trip has commenced.
  • Claimed delays stemming from flight revisions where updated info was not provided ≥4 h in advance.
  • Additional Charges: Riders acknowledge that additional charges may apply for waiting time, cleaning, damages, rescheduling, tolls, parking, or other operational costs as outlined in this Policy and the Terms & Conditions. These charges may be applied to the stored payment method without further authorization, and a receipt will be provided.
  • Refunds for cancellations made 7–14 days before pick-up are permitted, but Chauffeuropolis will deduct administrative fees as outlined in the Cancellation Policy.
  • Cancellations made less than 7 days before pick-up (see Cancellation Policy). Refunds are not normally issued. At Chauffeuropolis’s discretion, a partial refund minus administrative fees may be granted as a goodwill exception.

6 STATUTORY RIGHTS

Nothing in this Policy limits the cooling‑off right for Remote Agreements under the Ontario CPA or any non‑waivable consumer right. Where law mandates a cash refund, CP will comply.

7 DISPUTE PATH

If you disagree with the outcome, escalate per Section 12 of the main T&C. Small‑claims court remains available to Consumer Riders despite any arbitration clause.

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