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
| Channel | Steps | Confirmation |
|---|---|---|
| Website form | “Contact Us” → choose Refund → attach booking ID and reason | Email receipt |
| [email protected] with subject “Refund – [Booking ID]” | Auto‑acknowledgement | |
| Phone | Call +1 905 633 5804 → option 3 | Case 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
| Situation | Remedy |
|---|---|
| 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) proven | Up to 25 % fare credit |
| Promotional goodwill | Non‑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.
Contact Information
Email: [email protected]
Phone: +1 905 633 5804