Terms and Conditions

1. Agreement Overview

These Terms and Conditions ("Terms") form a legally binding agreement between Luxoro Chauffeurs Inc. ("Luxoro," "Company," "we," "us," or "our") and any individual or entity ("Client," "you," or "your") that books, requests, schedules, pays for, or uses any transportation or related service provided by Luxoro.

By accessing or using any Luxoro service channel, including our website, mobile applications, dispatch systems, email, SMS, telephone bookings, or third-party booking platforms, you agree to be bound by these Terms. You confirm that you are at least eighteen (18) years of age and have legal authority to enter into this agreement and bind all passengers included in your booking.

Nothing in these Terms limits any non-waivable rights or remedies available under applicable consumer protection, privacy, or other mandatory laws.

2. Definitions

For purposes of these Terms:

• "Account" means a registered or verified user profile used to access Luxoro systems.
• "App Platform" means all digital interfaces operated by Luxoro, including web and mobile applications.
• "Booking" means a reservation request accepted by Luxoro or confirmed through written acknowledgment, payment authorization, or service commencement.
• "Chauffeur" means a driver or service professional assigned to perform transportation services.
• "Client" means the individual or entity responsible for booking, payment, or service instruction.
• "Card-on-File" means a payment method stored by Luxoro or its payment processor for present or future charges authorized under these Terms.
• "Service(s)" means all chauffeur and transportation services provided by Luxoro.
• "Vehicle" means any transport asset used in service delivery.
• "Third-Party Provider" means an approved subcontractor or fulfillment partner used to complete bookings.
• "No-Show" means failure of a passenger or authorized contact to appear or remain reachable after defined contact attempts and expiration of the grace period.
• "Waiting Time" means chargeable time after the grace period ends.
• "Service Credit" means a discretionary credit issued by Luxoro instead of, or in addition to, a refund.
• "Chargeback" means any payment reversal, dispute, or retrieval request initiated through a card issuer, bank, or payment network.

3. Scope of Services

Luxoro provides premium private transportation services including airport transfers, executive transport, corporate travel, hourly bookings, special events, weddings, long-distance travel, and custom itineraries.

All services are subject to availability, weather, traffic, regulatory conditions, and operational constraints. All estimated times are non-binding unless expressly confirmed in writing as a guaranteed service commitment. Luxoro may modify, delay, substitute, or cancel services where required for safety, compliance, or force majeure conditions.

4. Booking Formation and Contract

A Booking is confirmed only upon written or digital acceptance by Luxoro, successful payment authorization, or commencement of service, whichever occurs first. A binding contract is formed at the earliest of those events.

Clients are solely responsible for the accuracy of all booking details, including pickup time, address, passenger count, luggage, vehicle class, flight information, and special instructions. Luxoro is not responsible for delays, service failure, or additional costs resulting from incorrect, incomplete, or late information provided by the Client.

5. Digital Platform Use and Security

Clients must maintain secure access credentials and must not misuse Luxoro systems. Fraud, abuse, unauthorized access, scraping, credential sharing, or disruption of systems is strictly prohibited.

Luxoro may suspend, restrict, or terminate accounts where misuse, suspected fraud, security concerns, repeated payment failures, or abusive conduct are identified.

6. Pricing, Fees, and Payment

Pricing is determined by distance, duration, vehicle type, demand, route complexity, and operational conditions. Final charges may include waiting time, tolls, parking, airport fees, overtime, additional stops, cleaning charges, damage costs, taxes, and other operational expenses.

All charges must be reasonable, commercially justifiable, and supported by operational records or third-party documentation where applicable.

Unless otherwise agreed in writing, Luxoro requires pre-payment or valid card-on-file authorization prior to service confirmation. By providing a payment method, Client authorizes Luxoro and its payment processor to pre-authorize, capture, recharge, or adjust the payment method for:

• the booked service;
• waiting time;
• extra stops or route changes;
• cleaning or damage charges;
• tolls, parking, airport fees, and similar pass-through costs;
• taxes; and
• legitimate post-service adjustments supported by records.

If a payment method fails, is reversed, or is declined, Luxoro may suspend service, withhold future bookings, or pursue recovery of unpaid amounts.

7. Cancellations and Refunds

Unless otherwise disclosed in a booking confirmation or service proposal:

• 24 or more hours before pickup: full refund, less any non-recoverable third-party fees.
• 2 to 24 hours before pickup: up to 50% of the booking amount may be retained to reflect a reasonable pre-estimate of damages and non-recoverable committed costs, including vehicle allocation, chauffeur scheduling, dispatch administration, and lost booking opportunity where applicable.
• Less than 2 hours before pickup or No-Show: up to 100% of the booking amount may be charged only to the extent such amount reasonably reflects committed costs, dispatch allocation, reserved vehicle time, chauffeur assignment, non-recoverable third-party charges, and lost opportunity arising from the reserved service window.

Special services, peak periods, special events, or third-party fulfilled bookings may include deposits, minimums, or custom cancellation terms disclosed at booking. Refunds, where applicable, may be issued as a refund to the original payment method or as a Service Credit at Luxoro's discretion, unless prohibited by law.

Where applicable law grants cancellation, refund, rescission, or other mandatory consumer rights, those rights prevail over inconsistent provisions in these Terms.

8. Waiting Time and Delays

A standard 15-minute grace period applies unless otherwise stated in the booking confirmation. Waiting time is charged at $15 per 30-minute block unless otherwise disclosed in writing.

Luxoro does not guarantee exact pickup or arrival times due to traffic, weather, road conditions, security restrictions, loading delays, flight changes, or other external factors. Where delays are caused by Client conduct, incomplete instructions, or passenger unavailability, applicable waiting time and additional charges may apply.

9. No-Show Policy

A No-Show occurs only when:

• the Chauffeur arrives at the agreed location;
• at least 3 reasonable contact attempts are made over a 10- to 15-minute period;
• the passenger or authorized contact remains unreachable or unavailable; and
• the grace period expires.

If a No-Show occurs, Luxoro may charge up to 100% of the booking value only to the extent reasonably related to committed chauffeur time, reserved vehicle allocation, dispatch and administrative costs, non-recoverable third-party costs, and lost opportunity associated with the reserved booking slot.

10. Card Authorization and Chargebacks

By booking with Luxoro, you authorize Luxoro to store, tokenize, pre-authorize, and charge your payment method for all amounts properly owed under these Terms.

You agree to contact Luxoro first and allow a reasonable opportunity to review any billing concern before initiating a Chargeback. If a Chargeback is initiated, Luxoro may provide evidence including booking records, GPS logs, dispatch data, communication records, timestamped arrival records, photos, invoices, and payment authorization records.

If a Chargeback is determined to be improper, unsupported, or made in bad faith, Luxoro may, to the extent permitted by applicable law and payment network rules, suspend or terminate the Client's account, refuse future bookings, recover reasonable administrative or collection costs, and pursue available legal remedies.

11. Service Level Expectations

Luxoro operates under internal service targets, which do not constitute legal guarantees unless explicitly agreed in writing. Operational targets may include:

• on-time dispatch initiation;
• reasonable response times to customer inquiries;
• booking confirmation within a commercially reasonable time; and
• timely issue resolution.

Delays caused by traffic, weather, road closures, third-party conditions, vehicle breakdowns not caused by negligence, or force majeure are excluded from performance measurement.

12. Vehicle and Chauffeur Assignment

Luxoro provides requested vehicle classes where available but does not guarantee specific makes, models, colors, or license plates. Substitutions may occur for operational, safety, maintenance, or availability reasons.

No substitution will materially downgrade the service without Client consent unless required for safety, legal compliance, or emergency response.

13. Third-Party Providers

Luxoro may use approved Third-Party Providers to fulfill bookings. Luxoro remains responsible for coordination and customer service obligations regarding the booking, subject to limitations in these Terms.

Third-Party Providers must maintain required licensing, insurance, and compliance obligations. Luxoro may rely on third-party information, records, and service completion data for billing and dispute resolution.

14. Passenger Conduct

Passengers must act lawfully and respectfully at all times. Luxoro may refuse, suspend, or terminate service for unsafe, illegal, abusive, intoxicated, disruptive, or otherwise inappropriate behavior.

Charges may still apply for services already dispatched, partially completed, delayed, or disrupted by Client conduct.

15. Prohibited Items and Safety

Illegal substances, hazardous materials, weapons, and unsafe items are prohibited unless legally permitted and expressly approved in writing by Luxoro. Luxoro may refuse service, terminate a trip, or contact authorities where safety or legal concerns exist.

The Chauffeur has final authority on decisions reasonably necessary for safety or legal compliance during service, including route selection, stopping points, passenger conduct enforcement, and whether service may safely continue. This authority does not permit arbitrary reduction of the core booked service for non-safety reasons.

16. Damage, Cleaning, and Loss of Use

Clients are responsible for damage, excessive cleaning, spills, stains, smoking-related contamination, vandalism, or other loss caused by the Client or any person in the Client's party.

All claims must be supported by reasonable documentation, including photos, inspection notes, invoices, or third-party repair estimates where applicable. Charges are limited to reasonable repair, restoration, cleaning, and documented loss-of-use costs.

17. Children and Safety

Clients are responsible for child safety compliance and for ensuring that any child seat or restraint used is appropriate for the child and legally compliant. Child seats may be provided where available, but installation and suitability remain the Client's responsibility unless otherwise required by law or expressly agreed in writing.

18. Pets

Service animals are permitted as required by law. Other animals require prior approval and may incur cleaning fees or service restrictions.

19. Personal Belongings

Clients are responsible for all personal belongings. Luxoro is not liable for lost, damaged, or unattended items except where required by law.

Any found property may be retained, logged, and returned under Luxoro's standard lost-property procedures, which may include administrative or courier fees where permitted.

20. Monitoring, Security, and Data Integrity

Luxoro may use GPS tracking, telematics, dispatch logs, booking records, and safety systems to provide service, maintain security, support compliance, and resolve disputes.

Recording systems may be used where permitted by law and disclosed where required. Data may be retained for operational, legal, insurance, audit, and dispute-resolution purposes.

21. Privacy and Data Processing

Luxoro processes personal data in accordance with applicable Canadian privacy laws, including PIPEDA and any other applicable provincial privacy requirements. See our Privacy Policy for full details.

Data collected may include contact details, booking information, payment data, communication records, and location data required for service delivery. Luxoro uses reasonable safeguards including access controls, encryption where appropriate, and restricted internal access.

Personal information is used and disclosed only for purposes a reasonable person would consider appropriate in the circumstances and is retained only as long as necessary for service delivery, legal, tax, insurance, safety, fraud-prevention, audit, or dispute-resolution purposes, after which it is securely destroyed, anonymized, or deleted in accordance with Luxoro's retention practices.

Upon written request, and subject to lawful exceptions, an individual may request access to their personal information, request correction of inaccurate information, or inquire about Luxoro's privacy practices using the contact method identified in Luxoro's Privacy Policy or official business contact channel.

Luxoro may use service providers or payment processors that store or process information outside the passenger's province or outside Canada. In such cases, information may be subject to the laws of the jurisdiction where it is processed, and Luxoro will use contractual or other reasonable measures to protect such information consistent with applicable law.

22. Data Security and Incident Response

Luxoro maintains administrative, technical, and physical safeguards to protect data. In the event of a data incident, Luxoro will take commercially reasonable steps to contain, investigate, and remediate the issue and notify affected users where legally required.

23. Electronic Communications

Clients consent to receive electronic communications including booking confirmations, receipts, updates, notices, service alerts, and dispute-related communications. Electronic records may be used for verification, audit, payment support, and dispute resolution.

24. Refusal and Termination of Service

Luxoro may refuse, suspend, or terminate service for safety, fraud, payment failure, legal compliance, operational issues, or abusive conduct. Charges may apply for services already rendered, resources reserved, or costs incurred.

25. Limitation of Liability

To the maximum extent permitted by applicable law, including applicable consumer protection law, Luxoro is not liable for indirect, incidental, special, punitive, or consequential damages, including missed flights, missed connections, lost profits, or loss of business opportunities.

For any claim arising from a specific booking, Luxoro's total liability is limited to the amount actually paid for that specific service, except where a greater remedy is required by law. For business or commercial bookings, this limitation applies to the fullest extent permitted by law. For consumer bookings, this clause is subject to all non-waivable statutory rights and remedies.

Nothing in these Terms excludes liability for gross negligence, wilful misconduct, or any liability that cannot be excluded or limited under applicable law.

26. Assumption of Risk

Clients accept the inherent risks associated with private transportation, including traffic, weather, road conditions, passenger conduct, third-party delays, and other external disruptions.

27. Indemnification

Clients agree to indemnify, defend, and hold harmless Luxoro from claims, losses, liabilities, damages, and expenses arising from Client breach of these Terms, misuse of the Services, or acts or omissions of the Client or any person in the Client's party, except to the extent caused by Luxoro's own negligence, wilful misconduct, or non-excludable legal responsibility.

28. Force Majeure

Luxoro is not liable for failure or delay due to events beyond reasonable control, including natural disasters, severe weather, strikes, government action, public emergencies, road closures, infrastructure failures, or acts of third parties.

29. Complaints and Dispute Resolution

Complaints should be submitted within 7 days of service completion to support timely investigation, although this administrative notice period does not override any longer period required by law.

Luxoro will review complaints in good faith and respond within a commercially reasonable timeframe. Before initiating formal proceedings, the Client agrees to first allow Luxoro an opportunity to investigate and attempt an internal resolution, except where prohibited by law.

Where both parties agree after a dispute arises, the parties may elect to resolve the dispute through mediation or arbitration. Nothing in this section prevents either party from commencing a claim in Small Claims Court or another court or tribunal of competent jurisdiction where permitted by law.

30. Governing Law

These Terms are governed by the laws of Ontario, Canada, without regard to conflict-of-law rules, and the parties attorn to the courts located in Ontario, unless applicable law requires otherwise.

For services performed in another province, Luxoro and the Client remain subject to any mandatory laws of that jurisdiction that cannot be contractually waived.

31. Amendments

Luxoro may update these Terms from time to time. Updated versions apply only to future bookings unless otherwise required by law or expressly accepted by the Client in writing.

32. Severability

If any provision of these Terms is found unenforceable, the remaining provisions remain valid and enforceable to the fullest extent permitted by law.

33. Entire Agreement

These Terms, booking confirmations, service proposals, and any applicable service disclosures constitute the entire agreement between Luxoro and the Client with respect to the Services.

34. Survival

Sections relating to payment, chargebacks, liability, indemnification, privacy, dispute resolution, and any accrued rights or obligations survive termination or completion of service.