Last updated 2026-09-21
The booking
A booking is confirmed when the reservation engine, the desk or a coordinator issues a confirmation with a booking number. The confirmation states the pickup, the destination or the hours, the vehicle class, the fixed price, the waiting allowance and the cancellation terms. A programme - a wedding, a prom, a group movement, a multi-vehicle day, a partner-fleet booking, a travel-desk itinerary - is confirmed by a written quote accepted by the client, which states the vehicles, the hours, the coordinator, any deposit and its own cancellation terms. LondonLimo.net contracts as principal for every booking whether fulfilled by its own fleet, by a partner operator or by a network operator.
The price
The price on the confirmation is the price charged. Point-to-point, airport and intercity fares include the chauffeur, the vehicle, fuel, tolls the chauffeur chooses, airport access fees, flight tracking, waiting within the allowance, a stop of up to fifteen minutes, applicable tax and gratuity. Hourly rates include the chauffeur, the vehicle, fuel, unlimited stops and waiting within the booked hours, applicable tax and gratuity. Parking at a destination that charges, tolls on routes the passenger specifically directs, waiting beyond the allowance on fixed-rate bookings, stops added on the day beyond the allowance, border fees where they apply, and cleaning after damage or soiling are charged at cost or at the published rate and itemised on the receipt. The price changes only if the booking changes, and the revised total is shown before it is applied.
Hourly bookings
The minimum for the vehicle class and date is stated on the engine and the confirmation - three hours for sedans, SUVs and vans, four for the Sprinter and the stretch limousine, four to five for the party bus; beyond it, billing is in half-hour increments at the same rate. A booking released early is billed to the minimum or the hours used, whichever is greater. A booking extended on the day continues at the same rate, subject to the chauffeur's legal driving hours; a relief chauffeur for a long day is provided at no extra charge.
Waiting
For airport pickups the clock starts at the aircraft's actual arrival, not the scheduled one; sixty minutes are included on domestic arrivals and ninety on international. For FBO pickups thirty minutes are included from the booked time. At a home, hotel, hospital or office, the first thirty minutes after the booked time are not charged. Once the allowance is used, further waiting is billed in half-hour increments at the class's hourly rate. Waiting within an hourly booking is not charged.
Changes and cancellations
A change of time, address, class or passenger name made more than 72 hours before the pickup costs nothing. Cancellation is free more than 72 hours before the pickup; within 72 hours, 10 percent of the fare or the hourly minimum is charged; within 48 hours, 50 percent; within 24 hours, or for a no-show, the full fare or the hourly minimum, because the chauffeur and the vehicle were committed. Partner-fleet programmes - stretch limousines, party buses, coaches - and weddings, proms, peak Saturdays and multi-vehicle work are subject to the deposit and cancellation terms in the accepted quote, which may be longer because vehicles are committed and positioned in advance. Flight delays and diversions are not cancellations: the pickup moves with the flight at no charge, and a flight cancelled by the airline is rebooked without a fee.
Vehicles and chauffeurs
You receive the class you booked, or a higher class at the same price when the booked class is unavailable. Chauffeurs are licensed to carry passengers for hire in Ontario and under the City of London's by-law where it applies, commercially insured, screened and trained to the standard published on the chauffeurs page, and bound by a confidentiality undertaking; partner and network operators' chauffeurs are contracted to the same standard. Passengers must use seat belts, may not smoke or vape in any vehicle, may not consume alcohol where Ontario law forbids it and never under the age of nineteen, may not require a chauffeur to break the law or to exceed legal driving hours, and may not carry more passengers than the vehicle has seat belts. A chauffeur may end a booking that endangers the vehicle or its occupants.
Cross-border journeys
On a journey to the United States every passenger is responsible for holding the documents the border agencies require and for the truth of what they declare; a passenger refused entry is returned to the Canadian side and the fare is not refunded. The vehicle's own documents are the company's responsibility. Border waiting is not charged within the allowance stated on the confirmation.
Our liability
Where we fail to provide the booking - no vehicle, a vehicle materially below the class booked, or a pickup so late that the purpose of the journey is defeated - we refund the price and, on request, compensate reasonable direct costs such as an alternative transfer, up to twice the price. Where a chauffeur falls short of the published standard, the price is adjusted or refunded on investigation. We are not liable for delay caused by weather, traffic, road closures, border, airport or venue procedures, or events beyond our control, nor for consequential loss, missed flights, missed events or lost business, except where the law does not permit that exclusion. Nothing in these terms limits liability for death or personal injury caused by negligence.
Passenger property
Anything left in a vehicle is handed back on the same journey where that is possible, and otherwise kept by the desk for collection or sent by courier at the passenger's expense. Responsibility for belongings left in a vehicle stays with the passenger.
Accounts
Corporate and household accounts are invoiced or charged on the terms in the account agreement. Where volume pricing has been agreed in writing, it stays in force while the agreed volume is maintained and can be withdrawn on notice if it is not. Policy rules are applied as configured by the account's administrator.
Planning figures on this site
Prices, distances and drive times printed on this site are planning figures; the reservation engine's confirmation is the contract. Airport, hospital, university, venue, hotel, company and event names identify where we drive and imply no affiliation with, sponsorship by or endorsement from their operators or organisers.
Governing law
Ontario law governs these terms and the Ontario courts have jurisdiction over any dispute; a passenger keeps whatever consumer-protection rights the law gives them. A complaint sent through the contact page is read by a coordinator and answered, with what was found and what was done, within two working days.