Reservation terms
Every journey,
clearly considered.
Our reservation, payment and passenger standards—written in plain language.
Before you reserve
Clarity is part of the service.
These guidelines keep every Five Stars reservation predictable for passengers, organizers and chauffeurs. Quotes and bookings are handled through our secure Moovs reservation partner.
01Cancellation & changes+
Cancellation requests must be made by phone or email and are effective only once acknowledged by Five Stars Limo.
- 72 hours or more before pickup: refund less any clearly disclosed, non-refundable processing fees.
- 24 to 72 hours before pickup: 50% of the reservation total remains payable.
- Less than 24 hours, a no-show or an unavailable passenger: reservation is non-refundable.
- Weddings, special events, Sprinters, multi-day and cross-border or out-of-town journeys: seven days’ notice is required; inside seven days, the reservation is non-refundable.
- Changes are subject to availability and any difference in rate. If a flight is cancelled before dispatch and proof is provided, one reschedule or credit may be offered at our discretion.
- If Five Stars must cancel because of an unavailable vehicle, severe conditions or circumstances beyond our control, we will offer a reasonable replacement, reschedule or refund for the affected service.
This policy is subject to applicable Ontario law.
02Billing+
Rates reflect the vehicle, itinerary and booked service time. A reservation is confirmed only after any required payment or authorization. Extra stops, wait time, tolls, parking, taxes and accepted changes may add charges.
03Car seats+
Passengers or guardians must request a child restraint in advance and ensure it is suitable and securely used. Availability is confirmed with the reservation, and the appropriate restraint is required wherever the law requires one.
04Cleaning+
Every vehicle is prepared to a high presentation standard. Excessive mess, spills, food, bodily fluids or unusual cleaning may result in a reasonable cleaning or deodorizing charge.
05Damages+
The customer is responsible for damage beyond normal wear caused by passengers or guests. Documented repair or replacement costs may be charged after review.
06Drugs & alcohol+
Illegal drugs are prohibited. Alcohol is permitted only where lawful and approved for the vehicle and itinerary. A chauffeur may end the trip where a safety or legal concern arises.
07Lost items+
Please report a missing item promptly. We will make reasonable efforts to locate and return it; shipping or delivery is at the passenger’s cost. Five Stars is not responsible for unattended belongings.
08Miscellaneous+
Service is pre-arranged and subject to vehicle and chauffeur availability, traffic, weather, road closures and circumstances outside our control. An equivalent vehicle or qualified affiliate may be assigned when necessary.
09Overages & wait time+
Booked service time and included waiting time are shown in the reservation. Additional waiting, stops, detours and time are billed at the quoted rate. Accurate flight details are required for flight monitoring.
10Passenger behaviour+
Passengers must follow chauffeur instructions, use seatbelts and behave respectfully. Unsafe, threatening, abusive or disruptive conduct may result in refusal or termination of service, subject to law.
11Pickup & drop-off+
Provide accurate addresses and a reachable phone number. Pickups and drop-offs must be safe and legal. Where access is restricted, the chauffeur will use the nearest safe point; incorrect details or late changes may delay service or add charges.
12Seating capacity+
Passenger and suitcase capacity cannot be exceeded. Every passenger must have an individual seat; standing or overloading is not permitted.
13Smoking+
Smoking, vaping and cannabis use are not permitted. A cleaning or deodorizing fee may apply, and the chauffeur may end the trip if the policy is breached.
14Trip updates+
Tell us as soon as possible about changes to passenger count, flight, time, addresses or stops. A change is not confirmed until accepted and may affect price or availability; late changes may become wait time or a new reservation.
Questions about a specific itinerary? Call (416) 917-5001 or share the complete brief through Moovs.
Private reservations · 24 hours