Cancellation & Change Policy

Cancel at least 24 hours before your scheduled pickup for a full refund. Within 24 hours, refunds are at the company’s discretion.

For group, event, and trip-package reservations, cancel at least 48 hours before the scheduled pickup for a full refund. Within 48 hours, refunds are at the company’s discretion.

For bookings made less than 24 hours before pickup, contact the company by phone or email about cancellations or changes. Any refund is subject to company review.

The cancellation window is measured from when we receive your request to the scheduled pickup time.

Exactly 24 or 48 hours qualifies under the applicable rule. Each cancelled trip or direction is evaluated against its own scheduled pickup time. Completed and unaffected trips remain separate. Contact us to review the cancelled service and any eligible paid amount.

Eligible refunds are reviewed against the accepted agreement and money paid for the cancelled service, including applicable deposits, balances, tips and selected extras. A cancellation request or preview does not itself issue a refund.

A confirmed eligible refund is returned to the original payment method. Bank and processor handling times vary; we do not promise an instant credit. Do not treat an email or submitted request alone as proof that a refund has completed.

No-shows are charged the full service amount.

Contact us before leaving an airport pickup location or if you cannot find the chauffeur. Included waiting and its start time are described in the Wait Time Policy.

Call +1-347-321-9929 or email info@truenorthvip.com with the booking reference and the trip or direction concerned. For bookings made under 24 hours before pickup, call or email for cancellation or changes. Changes close to pickup may require cancellation and rescheduling, depending on feasibility and availability.