Terms of Service

2.1 What we offer

Maplebridge provides pre-arranged professional chauffeur services, including:

• airport transfers (pickup and drop-off);
• point-to-point transfers;
• hourly chauffeur engagements (“as-directed” service), minimum two (2) hours;
• intercity and long-distance travel;
• special occasions and group rides (weddings, milestone celebrations, proms and graduations, sightseeing and day tours), booked as hourly service.

We are not a ride-hailing or on-demand service. All bookings are pre-arranged.

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.

2.2 Vehicle classes

Retail bookings are available in Executive Class, Executive Van / SUV, First Class, and Executive Sprinter.

2.3 Service area

Online booking on the Site is available for trips whose pickup or drop-off is in Ontario, including Toronto, Ottawa, Niagara Falls and Hamilton and their surrounding regions. A trip with neither end in Ontario, including a trip in or between Montréal, Québec City, Vancouver, Calgary and Edmonton, or to another Canadian destination, is arranged by quote under clause 2.5, subject to availability.

Cross-border travel. We operate trips between Canada and the United States, including Niagara-area crossings. Cross-border bookings are subject to clause 2.6.

2.4 Booking

You may book a service by phone, by email, or through the booking form on the Site. Booking on the Site requires a Maplebridge account. The account holder is the booker and is responsible for the booking, including one made for another traveller. You can view your bookings, request changes and cancel in your account. A booking is confirmed only when we send you a written confirmation by email. Until confirmation, we do not guarantee availability.

2.5 Quotation and acceptance

For some engagements we issue a written quotation. The quotation states the rate, duration, vehicle class, applicable taxes, and a unique quotation number, and is valid for fourteen (14) days from issue unless stated otherwise.

You accept a quotation by any of the following: (a) countersigning the quotation; (b) paying the deposit or invoice issued against it; or (c) sending us written confirmation that expressly references the quotation number. Generic or ambiguous responses (for example, “sounds good” or “go ahead”) without reference to the quotation do not constitute acceptance.

2.6 Cross-border travel

Where your trip crosses the Canada–United States border:

• You are responsible for your own travel documents. Every traveller must carry valid passports, visas, permits, and any other documentation required for entry. We do not verify travel documents and are not liable if a traveller is refused entry or delayed at the border.
• Border wait time is not billed as waiting time. Time spent in the primary and secondary inspection queue is part of the journey.
• If entry is refused, we return you to the Canadian side of the border or to your pickup point. The full fare for the booked trip remains payable, and the return leg is billed at the applicable rate unless it was included in your booking.
• Cross-border trips must be booked in advance. They cannot be added to a trip in progress, because the chauffeur assigned to a domestic booking may not be authorised to cross.

3.1 Rates

Rates depend on the service, vehicle class, distance, time of day, and engagement length, and are stated on the Site, in your booking confirmation, or in the relevant quotation. A transfer picked up between 11:00 p.m. and 5:59 a.m. carries a night rate, which is included in the fare shown before you pay. All rates are in Canadian Dollars and are exclusive of applicable taxes unless stated otherwise.

Online bookings include HST (13%), shown before you pay.

3.2 No gratuity

Maplebridge does not charge gratuity on retail bookings, and none is added to your fare at any stage. No gratuity is expected by your chauffeur, and you will never be prompted for one.

3.3 Payment and card retention

We require a valid credit or debit card at the time of booking, entered on the payment page or provided through Apple Pay or Google Pay. Your fare is charged in full when the booking is confirmed, and a confirmation and receipt are emailed to you and kept in your account, where you can download each receipt as a PDF.

Your card is retained securely by our payment processor so that any charges properly applied under clause 4 can be collected after the service. Maplebridge does not store your full card number.

Where clause 4 charges apply, they are charged to the same card after the service is completed, identified by your booking reference and itemised against the record they are based on: waiting minutes, additional kilometres, or additional time. You acknowledge these charges when you book.

You may withdraw your authorisation for future charges at any time by written notice to support@maplepont.com, in which case we will require payment arrangements to be made before your next booking. Withdrawal does not affect amounts already charged for services performed.

3.4 Invoices and late payment

Where we invoice you rather than charging a card, payment is due on the terms stated on the invoice. Outstanding balances accrue interest, compounded monthly at one and one-half percent (1.5%) per month, equivalent to nineteen and fifty-six one-hundredths percent (19.56%) per annum, calculated and stated in compliance with section 4 of the Interest Act (Canada).

3.5 Billing disputes

You may dispute a charge in good faith by written notice to support@maplepont.com within fifteen (15) days of the charge or invoice date. Undisputed amounts remain payable on the original due date. We will provide the supporting records for any disputed charge, including timestamps and route data where relevant.

4.1 Complimentary waiting time

Waiting time is included at no charge as follows:

Our dispatch team checks your flight's arrival time and adjusts your pickup at no charge to you. Complimentary waiting for airport pickups is measured from the moment the aircraft lands, not from the time you booked.

4.2 Waiting time beyond the complimentary period

Waiting beyond the complimentary period is billed by the minute, at the following rates (Canadian Dollars, before applicable taxes):

This clause applies to airport and point-to-point transfers. Sprinter and larger group vehicles are offered on an hourly basis only, and additional time on those bookings is billed under clause 4.3.

4.3 Additional time on hourly bookings

Where you have booked an hourly (as-directed) engagement and the engagement runs beyond the booked hours, the additional time is billed at the hourly rate for your vehicle class, in fifteen (15) minute increments. Clause 4.2 does not apply to hourly bookings: on an hourly engagement, time is the service you have booked. Sprinter and larger group vehicles, which are offered on an hourly basis only, are billed on this basis in all cases.

4.4 Additional distance

Where a trip covers more distance than the route confirmed at booking because you request a detour, an additional stop, or a change of destination — the additional distance is billed at the following rates (Canadian Dollars, before applicable taxes):

Hourly bookings include a distance allowance of forty (40) kilometres for each booked hour — for example, 80 km on a two-hour booking and 160 km on a four-hour booking. Distance travelled beyond that allowance is billed at the per-kilometre rates above. The allowance applies to the engagement as a whole, not to each hour separately.

Additional distance is measured against the route confirmed at the time of booking. You are not charged for distance arising from our own routing decisions, traffic conditions, road closures, or a route the chauffeur selects for safety or efficiency. Only distance you request is billed, together with, for an hourly booking, the distance described in clause 2.1 (distance beyond the included allowance, and the chauffeur's return to the pickup area if the trip ends outside it).

4.5 Your authorisation for these charges

The charges set out in this clause 4 form part of the rate you accept when you book, and are acknowledged by you at the time of booking. If you ask for an additional stop, a detour, a change of destination, or additional time during the service, that request is your authorisation for the corresponding charge at the rates set out above. No separate approval is required at the time, and the chauffeur is not expected to negotiate price in the vehicle.

We provide an itemised receipt for every booking showing the base fare and each additional charge, together with the record it is based on: waiting minutes, additional kilometres, or additional time. If you dispute a charge, clause 3.5 applies.

5.1 Cancellation by you

Unless your booking confirmation states otherwise:

The percentages apply to the total amount charged for the booking, including any inside-terminal meet and greet you requested and applicable taxes.

Cancellations must be made through our official channels: by phone at +1 (888) 627-5313, by email to support@maplepont.com, or in your account on the Site while cancellation is free (more than 24 hours before pickup). Leaving the pickup location without notifying us is treated as a no-show.

The Parties acknowledge that these tiered charges are a genuine pre-estimate of the operational costs Maplebridge incurs at each stage (chauffeur staging, dispatch, vehicle preparation, and lost-opportunity cost), and are not a penalty. For multi-day engagements, the tiers apply to each day separately.

5.2 Cancellation by Maplebridge

We may cancel a booking where performance becomes unsafe or impractical because of a Force Majeure Event. In that case we refund all amounts paid for the cancelled portion and use commercially reasonable efforts to arrange an alternative.

“Force Majeure Event” means any event beyond a party’s reasonable control, including severe weather, flood, fire, earthquake, road or airport closure, epidemic or public health order, act of government, war, terrorism, civil unrest, labour disruption, power or telecommunications failure, and mechanical failure that could not have been prevented by reasonable maintenance.

5.3 Changes by you

You may request changes to timing, route, additional stops, or additional hours before or during the service. In your account you can send a change request up to 24 hours before pickup; dispatch confirms or declines it, and nothing changes until they do. After that, call dispatch. Where a change increases the cost, clause 4.5 applies.

6.1 What you can expect

We arrive on time, in a clean and properly maintained vehicle, with a professionally dressed and trained chauffeur. We provide bottled water and phone charging cables, and complimentary in-vehicle Wi-Fi where available.

6.2 Conduct of travellers and refusal of service

We ask that you and your travellers:

• treat the chauffeur and the vehicle with appropriate care;
• refrain from smoking or vaping in the vehicle;
• not consume alcohol in the vehicle unless arranged in advance;
• not transport illegal substances or items;
• inform the chauffeur of any medical condition that may affect the journey.

The chauffeur may decline to begin an engagement, or end one in progress, if a traveller (a) appears unfit to travel safely (for example, severe intoxication, threatening behaviour, or an apparent medical emergency where the traveller declines medical assistance), (b) acts unsafely, illegally, or in a seriously disruptive manner, or (c) requests conduct contrary to the Highway Traffic Act or other applicable law. Charges for the booked service still apply where the chauffeur declines or ends an engagement under this clause.

6.3 Cleaning and damage

If the vehicle interior requires extraordinary cleaning (vomit, biological matter, or food spills beyond the ordinary) or sustains damage, we may charge a cleaning or repair fee. We document the condition with photographs and provide a written breakdown before any charge is applied.

6.4 Lost property

We are not liable for items left in the vehicle, except where the loss results from our negligence or wilful misconduct. We make reasonable efforts to return items left behind. Please call +1 (888) 627-5313 as soon as you realise something is missing.

Recovered items of ordinary character are held for thirty (30) days, after which they may be donated to a registered charity, with documentation retained by Maplebridge. Higher-value items — including identification documents, jewellery, watches, electronic devices, prescription medication, and any item with an apparent value over CAD $200 — are held for ninety (90) days with reasonable attempts to contact the owner, after which the item is dealt with in accordance with the Repair and Storage Liens Act (Ontario) and other applicable law. We document the disposition of all unclaimed items.

7.1 Our role

We arrange and provide chauffeur services. We do not guarantee specific arrival times in the face of traffic, weather, or other conditions beyond our control, but we plan engagements with reasonable buffers and monitor conditions in real time to mitigate delay.

7.2 Consumer rights preserved

Nothing in these Terms limits any liability that cannot be limited or excluded under applicable law, including liability for (a) death or personal injury resulting from our negligence, (b) fraud or fraudulent misrepresentation, or (c) any non-waivable right you have as a consumer under Ontario’s Consumer Protection Act, 2002 or, for Quebec residents, the Consumer Protection Act (CQLR c. P-40.1).

7.3 Liability cap

Subject to clause 7.2, and to the maximum extent permitted by law, our total liability arising from or related to a booking is limited to the greater of (a) the total amount you paid for that booking or (b) CAD $1,000. We are not liable for indirect, special, incidental, consequential, or punitive damages, including missed flights, missed meetings, lost business opportunities, or loss of profit.

11.1 Permitted use

You may use the Site to learn about Maplebridge, request a quotation, book a service, or contact us. You may not (a) interfere with the Site’s operation, (b) attempt to gain unauthorised access, (c) use the Site for fraudulent purposes, or (d) scrape, copy, or reproduce material from the Site without our written permission, except as needed for normal browsing.

11.2 Intellectual property

The Site and all content on it — text, images, logos, brand marks, and layout — are owned by Maplebridge or our licensors and protected by copyright and trademark law. The Maplebridge name, the Maplebridge wordmark, the leaf-and-bridge mark, and the tagline “Professionally Driven. Proudly Canadian.” are trademarks of Maplebridge Group Inc., whether registered or claimed at common law.

11.3 Third-party links

The Site may contain links to third-party websites. We are not responsible for the content or privacy practices of those sites.

11.4 No warranty

The Site is provided “as is” without warranty of any kind. We do not guarantee that it will be available without interruption, error-free, or free of viruses or other harmful components.

14.1 Governing law, mediation, and arbitration

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable in Ontario. Any dispute will first be addressed by good-faith discussion. If it is not resolved within fifteen (15) days, it will be referred to mediation in Toronto, and then to binding arbitration in Toronto under the Arbitration Rules of the ADR Institute of Canada, except that either party may seek injunctive relief from a court of competent jurisdiction in Ontario where necessary.

14.2 Consumer rights preserved (Ontario)

If you are an individual consumer, nothing in these Terms limits any non-waivable right you have under Ontario’s Consumer Protection Act, 2002. In particular: (a) under section 7(2) of that Act you may commence court proceedings in respect of any non-waivable right under that Act notwithstanding clause 14.1; (b) under section 8 you retain the right to participate in a class proceeding in respect of any such right; and (c) the limitation in clause 7.3 applies only to the extent that Act and other applicable consumer protection legislation permit.

14.3 Consumer Protection Act, 2023 sunset

If and when Ontario’s Consumer Protection Act, 2023 (S.O. 2023, c. 24, Sched. 1) is proclaimed in force and prohibits mandatory arbitration in consumer agreements, clause 14.1 will not apply to consumer disputes within the meaning of that Act, and any non-waivable rights under that Act prevail over any inconsistent provision of these Terms.

14.4 Quebec consumers

If you are a Quebec resident booking as a consumer, nothing in these Terms limits any non-waivable right you have under the Consumer Protection Act (CQLR c. P-40.1), the Charter of the French Language (CQLR c. C-11), or Law 25. In particular, you may bring claims in Quebec courts notwithstanding clause 14.1, in accordance with article 11.1 of the Consumer Protection Act (Quebec).

15.1 Entire agreement

These Terms, together with any quotation or booking confirmation we provide, are the entire agreement between you and Maplebridge regarding your use of the Site and any service booked through it. Our Privacy Policy at maplepont.com/privacy forms part of that agreement for the purposes of clause 5(2)(a) of PIPEDA and, where applicable, section 14 of Law 25, and its terms bind Maplebridge in respect of how we collect, use, and disclose your personal information.

15.2 Invalidity

If any provision is held invalid or unenforceable, the remaining provisions continue in full force. Failure to enforce a provision is not a waiver of it.

15.3 Assignment

You may not assign these Terms. We may assign them on notice in connection with a sale, merger, or restructuring.