Question 1

How do I book a ride?

Accepted Answer

Enter your pickup location and destination, choose your travel date and vehicle class, and review your fare in Canadian dollars with all applicable taxes shown before you confirm. You receive an email confirmation immediately. Online booking needs the pickup or the drop-off to be in Ontario; any other trip is arranged by quote: call +1 (888) 627-5313 or choose Request a quote in the booking form, and the fare is fixed in Canadian dollars before you travel. Maplebridge is a pre-arranged service: every booking is confirmed in advance, and we don’t operate on-demand or by hailing.

Question 2

How far in advance should I book?

Accepted Answer

Book as early as you can, particularly for airport transfers, intercity travel, and Canadian holiday periods when demand is heaviest. Same-day bookings are often available depending on vehicle availability in your city: call +1 (888) 627-5313 to check. There is no short-notice surcharge: a same-day booking is priced the same way as one made weeks ahead.

Question 3

Can I book on behalf of someone else?

Accepted Answer

Yes, and it’s common. Sign in to your account, and on the Booking Details step choose Book for someone else and enter the passenger’s name, email address and mobile number. The booking confirmation comes to you and the ride details go to them; once a chauffeur is assigned, we email the chauffeur’s name and number to the passenger, with a copy to you. The passenger doesn’t need an account. This works well for arranging airport pickups for visiting family, clients, or colleagues.

Question 4

What is the minimum booking for hourly service?

Accepted Answer

Hourly (as-directed) service has a two-hour minimum, and you book it in whole hours. If the engagement runs past the hours you booked, the extra time is billed at the hourly rate for your vehicle class in 15-minute increments. Hourly service is the right choice when you need the vehicle and chauffeur at your disposal: multiple stops, waiting between meetings, a day of viewings, or an evening across several venues.

Question 5

How do hourly bookings work?

Accepted Answer

Hourly bookings start and end in the same city or area. For example, a ride that starts in Toronto ends in Toronto. Each booked hour includes 40 km (about 25 miles) of travel. If you go beyond the included distance, or the trip ends outside the pickup area, the extra distance and the chauffeur's return to the pickup area are billed after the trip. If you're travelling to a different city, please book a one-way or city-to-city ride instead.

Question 6

Can I book a round trip, or several trips at once?

Accepted Answer

Yes. Book each leg as its own trip in the booking flow: each one is confirmed and charged separately, and if you book while signed in, they all appear under My Bookings in your account. For a run of trips over several days, such as a visit with daily meetings or a family in town for a week, call +1 (888) 627-5313 and we’ll set the whole itinerary up for you rather than have you enter each one.

Question 7

Can I request a specific vehicle model?

Accepted Answer

You book a vehicle class, not a specific model. Each class lists the models it draws from, and every vehicle in it meets the same standard for age, condition, and capacity. If you have a genuine requirement — a particular door height, a specific luggage configuration — tell us at booking and we’ll do what we can.

Question 8

Is there a mobile app?

Accepted Answer

Not yet. An app is in development and you can register on our site for early access. For now, book through maplepont.com or by phone.

Question 9

Is the price I see the final price?

Accepted Answer

Your fare is locked when you book. Taxes are calculated and displayed before you confirm, and we don’t use surge pricing: traffic, weather, or demand after you book will never change your fare. The only charges that can be added afterward are ones you request or control: waiting beyond the complimentary period, extra stops or detours you ask for, and additional time on an hourly booking. All of these are set out below and in our Terms of Service, and you acknowledge them when you book. If you don’t request anything extra, you pay exactly what you were quoted.

Question 10

Do you use surge pricing?

Accepted Answer

No. Maplebridge does not use surge or dynamic pricing at any time. Your fare is calculated from the route, distance, vehicle class and pickup time (a transfer picked up between 11 p.m. and 6 a.m. carries a night rate, included in the fare you see), and it locks the moment you book. Traffic, weather, demand, holidays, and rush hour do not change what you pay. The fare you’re quoted is the fare you’re charged.

Question 11

Is gratuity included, or should I tip my chauffeur?

Accepted Answer

Neither. Maplebridge does not charge gratuity, and none is added to your fare at any point. No gratuity is expected by your chauffeur, so there’s nothing to calculate. You will never be prompted for a tip during booking or in the vehicle.

Question 12

What taxes apply to my booking?

Accepted Answer

Online bookings include HST (13%). The fare shown for each vehicle includes it, and the price breakdown and the payment step show it as its own line before you confirm. All amounts are quoted and charged in Canadian dollars.

Question 13

Is there a charge for extra passengers?

Accepted Answer

No. You pay for the vehicle, not per seat. As long as your party fits within the vehicle’s stated capacity, there’s no additional charge for additional passengers. If your group is larger than the class you booked, tell us before the trip so we can assign the right vehicle — a chauffeur can’t legally carry more passengers than the vehicle is rated for.

Question 14

Are tolls and parking included?

Accepted Answer

Tolls on the confirmed route are included in your fare. Airport pickups include a curbside meet and greet with a name sign. If you would like your chauffeur to meet you inside the terminal, ask when booking; it is charged as its own line on your fare, including airport parking. Clause 4 of our Terms of Service lists every charge that can be added after you book (waiting beyond the complimentary period, extra time on an hourly booking, and extra distance you ask for), and parking is not one of them.

Question 15

How much will my trip cost?

Accepted Answer

The exact fare appears in the booking flow once you’ve entered your pickup, destination, date, and vehicle class. Pricing depends on route, distance, vehicle class, and time of day, so we don’t quote figures outside the booking flow — the number you see there is the number you pay. The exception is a trip with neither end in Ontario, which is arranged by quote, with the fare fixed before you travel. A transfer picked up between 11 p.m. and 6 a.m. carries a night rate; it is included in the fare shown before you pay.

Question 16

How much waiting time is included?

Accepted Answer

Every booking includes complimentary waiting: 15 minutes for non-airport pickups from your scheduled pickup time, and 60 minutes for airport pickups measured from actual flight arrival. For airport pickups the clock starts when your aircraft lands, not when you were scheduled to arrive. If your flight is delayed four hours, your complimentary hour still starts at the actual landing.

Question 17

What happens if I need longer than the included waiting time?

Accepted Answer

Waiting beyond the included period is billed by the minute, before tax: Executive Class $1.70, Executive Van / SUV $2.63, First Class $4.20. This applies to airport and point-to-point transfers. On hourly bookings, additional time is billed at your hourly rate in 15-minute increments instead.

Question 18

Do you monitor my flight?

Accepted Answer

Yes. Our dispatch team checks your flight’s arrival time and adjusts your pickup at no charge to you. Add your flight number when you book an airport pickup; for a private or charter flight, enter the tail number in the flight number field and the operator in Special requests.

Question 19

What if my flight is cancelled, not just delayed?

Accepted Answer

Tell us as soon as you know. If you rebook onto a later flight the same day, we’ll move your pickup to the new arrival at no charge — the booking follows your flight. If you’re not travelling at all, standard cancellation terms apply based on when you tell us, so contact us early rather than at the original pickup time.

Question 20

Can I add a stop or change my destination during the ride?

Accepted Answer

Yes — just tell your chauffeur. Extra distance beyond the route confirmed at booking is billed per kilometre at the rate for your vehicle class, before tax, as clause 4.4 of our Terms sets out. You are never charged for distance we add. Traffic reroutes, road closures, and any route your chauffeur chooses for safety or efficiency are on us. Only the distance you ask for is billed.

Question 21

Is distance included in an hourly booking?

Accepted Answer

Yes — hourly bookings include 40 km for every booked hour. A two-hour booking includes 80 km, a four-hour booking includes 160 km, and the allowance applies across the whole engagement rather than hour by hour. The included distance is shown in the booking flow before you confirm. If your day runs beyond the allowance, the extra distance is billed after the trip.

Question 22

Can I change my booking before the trip?

Accepted Answer

Yes. Contact us as early as you can and we’ll accommodate timing, route, or vehicle changes where availability allows. If a change increases the cost, you’ll see it before it’s applied.

Question 23

How do I pay?

Accepted Answer

Payment is handled through our secure booking flow by Stripe, our payment processor. We accept major credit and debit cards, Apple Pay and Google Pay (their buttons appear on devices and browsers that support them). PayPal is not available. Maplebridge never sees or stores your full card number — Stripe holds the card details and we only see the last four digits and the booking reference.

Question 24

When is my card charged?

Accepted Answer

Your fare is charged in full when you confirm your booking. You receive a confirmation and receipt by email immediately.

Question 25

Why do you keep my card on file?

Accepted Answer

So that anything you request during the trip can be settled without you having to do anything. If you ask for an extra stop, or the car waits beyond the included period, that charge goes to the same card after the trip rather than being sorted out at the curb. The card is stored by Stripe, not by us. You’ll see a separate line on your statement with the same booking reference, and the invoice itemises exactly what it was for: waiting minutes, additional kilometres, or additional time. If you don’t request anything extra, nothing further is charged.

Question 26

Can I stop you keeping my card on file?

Accepted Answer

Yes. Email support@maplepont.com and we’ll remove it. We’ll then arrange payment with you before your next booking. Removing it doesn’t affect charges already made for trips you’ve taken.

Question 27

Can I get an invoice for expense claims?

Accepted Answer

Yes. After every trip, a receipt is emailed showing the fare charged at booking, including HST, and any additional charges itemised with their HST. If you need a tax invoice for an expense claim, reply to that email or write to support@maplepont.com. Our HST registration number is 752225631RT0001.

Question 28

I think I’ve been charged incorrectly. What do I do?

Accepted Answer

Email support@maplepont.com within 15 days of the charge and we’ll send you the supporting records: timestamps, route data, and waiting minutes. Anything not in dispute stays payable in the meantime.

Question 29

What is your cancellation policy?

Accepted Answer

Cancel by phone at +1 (888) 627-5313, by email to support@maplepont.com, or in your account. More than 24 hours before pickup: no charge. 2 to 24 hours before pickup: 50% of the fare. Less than 2 hours, or a no-show: 100% of the fare. Leaving the pickup location without telling us counts as a no-show. On multi-day bookings, these tiers apply to each day separately.

Question 30

What if Maplebridge has to cancel?

Accepted Answer

If a trip becomes unsafe or impractical for reasons outside our control — severe weather, road closure, mechanical failure — we refund everything paid for the cancelled portion and do our best to arrange an alternative.

Question 31

Do you operate in bad winter weather?

Accepted Answer

Yes. Our chauffeurs are experienced in Canadian winter conditions and our vehicles are equipped for them. In severe conditions we may adjust timing or routing for safety, and we’ll keep you informed. If conditions make a trip genuinely unsafe, we cancel and refund rather than risk it.

Question 32

Where do I meet my chauffeur at the airport?

Accepted Answer

It depends on the airport, and each airport’s page says exactly where. At a commercial terminal, your chauffeur meets you at the arrivals curb with a name sign once you’ve collected your bags: a curbside meet and greet is included in every airport fare. If you would like your chauffeur to meet you inside the terminal, ask when booking; it is charged as its own line on your fare, including airport parking. At a private or business aviation field, it’s inside the FBO or private terminal lounge your aircraft is handled at, and at Markham and Okotoks Air Ranch, at the aircraft parking area or pilot building. You’ll receive your chauffeur’s name and mobile number before your pickup.

Question 33

How early will the chauffeur arrive for my flight out?

Accepted Answer

Your chauffeur arrives at your pickup point 10 minutes before your scheduled time and waits there. You choose the pickup time when you book, so allow for the drive and for the check-in and security time your airline recommends. The flight number field is for airport pickups; for a departure, put your airline and flight number in Special requests on the Booking Details step so we can factor in the terminal.

Question 34

What happens if my chauffeur doesn’t arrive?

Accepted Answer

Call +1 (888) 627-5313 immediately — the line is answered directly, not by a queue. This is rare, but if it happens we’ll locate the nearest available vehicle and get you moving. If we can’t perform the trip, you aren’t charged for it, and we’ll arrange an alternative where one exists. You’ll have your chauffeur’s name and mobile number before pickup, so calling them directly is often the fastest first step.

Question 35

Can I request the same chauffeur again?

Accepted Answer

Yes, and we’ll accommodate it where that chauffeur is available in your city on your date. Regular travellers often build a preference this way. Note it when you book or mention it when you call. We can’t guarantee a specific chauffeur — availability, scheduling, and rest requirements come first — but we’ll tell you at booking rather than surprise you on the day.

Question 36

Will my chauffeur help with luggage?

Accepted Answer

Yes, that’s part of the service. Your chauffeur meets you, takes your bags, loads and unloads them, and sees them to the door at your destination. For accessibility needs or unusually heavy items, tell us at booking so we can prepare.

Question 37

Can we stop for a break on a long intercity trip?

Accepted Answer

Of course. On longer corridors — Toronto to Ottawa, Montréal to Québec City — a short comfort stop is normal and isn’t treated as an extra stop or charged as waiting. If you want a longer stop, a meal, or a detour to see something along the way, mention it at booking and we’ll build it into the plan.

Question 38

What’s included in the price?

Accepted Answer

A vetted professional chauffeur, fuel, tolls on the confirmed route, insurance, bottled water, and phone charging cables. In-vehicle Wi-Fi is available in many vehicles.

Question 39

Which vehicle class should I choose?

Accepted Answer

Executive Class seats up to 3 passengers with 2 bags and suits most individual and business travel. Executive Van / SUV seats up to 5 with 5 bags — the right choice with extra luggage, winter gear, or a small group. First Class seats up to 3 with 2 bags in a flagship sedan, for milestone occasions and senior executive travel. Executive Sprinter seats 6 to 14 and is booked hourly.

Question 40

How much luggage can I bring?

Accepted Answer

Each vehicle class lists its bag capacity above, based on standard checked luggage. Tell us at booking if you’re travelling with oversized items — skis, golf clubs, hockey bags, instruments, or more bags than the class allows — and we’ll assign a vehicle that fits. Turning up with more than the vehicle holds is the one thing we can’t solve at the curb.

Question 41

Do you operate on Canadian holidays?

Accepted Answer

Yes, with full coverage on Canada Day, Thanksgiving, Christmas, Boxing Day, New Year’s, and provincial holidays. Demand is high on these dates, so book early.

Question 42

Can I travel between cities, or into the United States?

Accepted Answer

Yes to both. Intercity travel is a core service — Toronto to Niagara Falls, Ottawa to Montréal, and longer corridors — and a trip with neither end in Ontario is arranged by quote. We also operate cross-border trips into the United States, including Niagara-area crossings. Cross-border trips must be booked in advance rather than added to a trip already underway, because the chauffeur assigned to a domestic booking may not be authorised to cross. Every traveller needs their own valid passport and any required visa or permit — we don’t check documents, and we can’t be responsible if someone is refused entry. Time spent in the border queue isn’t billed as waiting time.

Question 43

Can I eat, drink, or smoke in the vehicle?

Accepted Answer

Smoking and vaping aren’t permitted in any Maplebridge vehicle. Alcohol can only be consumed if it’s been arranged in advance. Food and non-alcoholic drinks are fine — just let us know if you’re planning a meal en route so we can prepare the vehicle.

Question 44

I left something in the vehicle. What now?

Accepted Answer

Call +1 (888) 627-5313 as soon as you notice. We’ll contact the chauffeur and arrange return. Ordinary items are held for 30 days. Higher-value items — passports and ID, jewellery, watches, electronics, medication, and anything worth over $200 — are held for 90 days while we try to reach you.

Question 45

How are your chauffeurs vetted?

Accepted Answer

Every chauffeur is screened before they carry a Maplebridge passenger: criminal record check, driver’s abstract review, verification of their commercial licence and any municipal chauffeur or limousine permit their city requires, and proof of valid commercial insurance. Beyond the paperwork, we assess presentation, route knowledge, and how they handle a passenger — the things a licence doesn’t show. Chauffeurs are re-verified on a rolling basis, and documentation is available to corporate clients on request.

Question 46

Are your vehicles inspected?

Accepted Answer

Yes. Every vehicle meets commercial passenger inspection requirements and is maintained on schedule, with maintenance records kept for each one. Vehicles are cleaned between engagements, and we take them out of service rather than send them out below standard.

Question 47

Can a minor travel without an adult?

Accepted Answer

Only by prior arrangement, and not through the standard booking flow. Call us and we’ll set it up: we need the booking adult’s written authorisation, contact details for the adult at both ends, and confirmation of who is receiving the passenger. Your chauffeur will not release a minor to anyone other than the named person. Where a child restraint is legally required, it must be arranged in advance.

Question 48

Do you cover weddings and special occasions?

Accepted Answer

Yes. Weddings, anniversaries, proms, milestone celebrations, and sightseeing days are booked as hourly service, which keeps the vehicle and chauffeur with you for the whole engagement rather than a single transfer. Two-hour minimum. For weddings we’ll walk through the timings with you in advance so arrivals land where they should.

Question 49

Do you offer wheelchair-accessible vehicles?

Accepted Answer

Availability varies by city. Tell us your requirements when you book and we’ll confirm what we can provide for your specific trip. We accommodate mobility aids including folding wheelchairs, walkers, and canes in all vehicle classes, and our chauffeurs assist with loading and stowing.

Question 50

Are service animals welcome?

Accepted Answer

Always, in every vehicle, at no additional charge and with no advance notice required. Pets that aren’t service animals are welcome by prior arrangement — tell us at booking so we can assign a suitable vehicle.

Question 51

Are child seats available?

Accepted Answer

Availability varies by city and vehicle. Note your requirement and your child’s age and weight at booking, and we’ll confirm before your trip. We can’t guarantee a seat without advance notice, and Canadian law requires appropriate child restraints, so please don’t rely on one being available on the day.

Question 52

Can I be served in French?

Accepted Answer

Yes. Service in French is available, and trips in Montréal and Québec City are arranged with a French-speaking chauffeur as standard. A French version of our Terms of Service is available on request before you book. Quebec residents have the right to be contracted with in French.

Question 53

Can I get these documents in an accessible format?

Accepted Answer

Yes. Our Terms of Service, Privacy Policy, and this page are available in large print, screen-reader-compatible HTML, or read aloud over the phone. Contact support@maplepont.com.

Question 54

Which cities does Maplebridge serve?

Accepted Answer

Nine major cities and ten more Ontario communities. The cities: Toronto, Ottawa, Montréal, Vancouver, Calgary, Edmonton, Québec City, Niagara Falls, and Hamilton; the communities: Mississauga, Brampton, Oakville, Burlington, Markham, Vaughan, Richmond Hill, Durham Region, Kitchener-Waterloo and Muskoka; plus the surrounding regions and the intercity corridors connecting them. Online booking needs one end of the trip in Ontario; a trip with neither end in Ontario, such as one within Montréal, Vancouver or Calgary, is arranged by quote, at a fixed fare in Canadian dollars agreed before you travel.

Question 55

Which airports do you serve?

Accepted Answer

All major Canadian airports in our coverage area, including Toronto Pearson (YYZ), Billy Bishop (YTZ), Ottawa (YOW), Montréal-Trudeau (YUL), Vancouver (YVR), Calgary (YYC), Edmonton (YEG), Québec City (YQB), and Hamilton (YHM). At an airport outside Ontario, a transfer is arranged by quote unless the other end of the trip is in Ontario. The full list of all 32 airports we serve, with pickup details for each, is on our Airports page.

Question 56

Is Maplebridge insured?

Accepted Answer

Yes. Maplebridge maintains Commercial General Liability and Non-Owned Auto Liability coverage at industry-standard limits. Every vehicle used on a Maplebridge booking carries the commercial automobile liability insurance the law requires for commercial passenger transport, and every chauffeur must evidence that coverage. Certificates are available on request.

Question 57

How do I see my booking history?

Accepted Answer

Sign in to your Maplebridge account and open My Bookings to see your upcoming and past trips. Receipts are emailed after each trip; for a tax invoice, write to support@maplepont.com.

Question 58

What personal information do you collect?

Accepted Answer

At booking: your name and contact details, pickup and drop-off addresses, date and time, traveller names, payment details (held by Stripe, not by us), and any preferences such as accessibility needs or child seats. During the trip: vehicle GPS, timestamps, dispatch and chauffeur communications, and the records behind any additional charge on your invoice. We use this to deliver and bill your trip, meet Canadian tax and safety record obligations, and send you service updates. Full detail is in our Privacy Policy.

Question 59

Do you use AI to make decisions about my booking?

Accepted Answer

No. Chauffeur assignment is made by a human dispatcher. We don’t use automated decision-making that produces legal or significant effects, and we don’t sell personal information to advertisers or AI training providers.

Question 60

How do I exercise my privacy rights?

Accepted Answer

Under PIPEDA — and Québec’s Law 25 where it applies — you can access, correct, or request portability or erasure of your information. Email privacy@maplepont.com and we’ll respond within 30 days.

Question 61

How do I reach Maplebridge?

Accepted Answer

Phone +1 (888) 627-5313 · Email support@maplepont.com · Live chat on the website. Privacy questions: privacy@maplepont.com.

Question 62

I need corporate or institutional service.

Accepted Answer

Corporate programs, event and delegation logistics, government RFQ and tender responses, and institutional accounts are handled by our corporate team at maplepont.ca.

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