Terms of service

These terms apply to every booking made with Elly8.net, whether you reserve on this website, in the Elly8 web booker, by phone at 1 (877) 324-6688, by email at [email protected], on WhatsApp or through chat. By making a booking you accept them. "We", "us" and "Elly8.net" mean the Elly8.net reservations desk based in Toronto, Ontario, Canada. "You" means the person who makes the booking and, where it fits, the passengers travelling on it.

If your company, travel agency or hotel has a signed account agreement with us, that agreement applies first, and these terms cover anything it does not.

1. Booking and confirmation

• A booking is a request until we confirm it. The contract is made when we send your confirmation by email.
• You are responsible for the details you give us: pickup date, time and address, drop-off address, flight number, passenger names, number of passengers and bags, and any child seats or special requests. Please check your confirmation as soon as it arrives and tell us at once if anything is wrong.
• Pickup times are in the local time of the pickup city.
• Bookings made at short notice are confirmed only once a chauffeur and vehicle are assigned.
• We may decline a booking. If we confirm a booking and then cannot provide it, we will tell you as soon as we know and refund 100% of what you paid for that booking.

2. Who operates your ride

• Toronto and the GTA. Rides are operated by Elly8.net on the Elly8 fleet, with our chauffeurs.
• All other cities. Elly8.net acts as booking agent. Your ride is operated by a licensed, commercially insured local chauffeur partner vetted through the Limousine Worldwide network. The operating partner holds the licences its city requires, carries commercial passenger insurance and is responsible for operating the vehicle and for its chauffeur under its own licence. Elly8.net takes the booking, fixes the price, runs the 24/7 desk and remains your point of contact before, during and after the ride.
• Partner vehicles are four model years old or newer, or seven model years for Rolls-Royce, Maybach and Bentley.
• We may assign a different vetted partner, or a vehicle of the same or a higher class, if that is needed to provide your ride. We do not charge more when we make that change.

3. Prices

• All prices are in US dollars (US$), per vehicle, not per person, and are listed for each city on prices and packages.
• Published prices are fixed and all-in. They include the chauffeur, the vehicle, taxes, a standard gratuity and airport meet and greet.
• Billed at cost, without markup: tolls, parking, and waiting beyond the included time.
• Re-priced at the published rate: extra hours on an hourly booking, added stops, a longer route or a larger vehicle that you ask for after booking.
• A web booker quote is the price for the exact route, time and vehicle you entered. If those details change, the price may change.
• If a price is shown on the site with an obvious error, we will tell you before the ride and you may cancel with a full refund.

There is no surge or demand pricing. A confirmed price does not change because of the time of day, the weather or traffic.

4. Payment

• Reserve now bookings are paid in full at checkout, in US$, through Stripe. Your card details are entered on Stripe's secure page and never reach Elly8.net. See Stripe's security overview.
• Web booker bookings show their payment step and terms before you confirm.
• Account bookings (corporate, travel agent and hotel) are billed as set out in the account agreement, usually by monthly invoice.
• Your card issuer may convert the US$ amount into your card's currency and may charge a foreign transaction fee. Those charges are between you and your bank.
• At-cost charges (tolls, parking, extra waiting) and any cleaning or damage charges are itemised after the ride, with receipts where available, and billed to your account, by payment link, or to a card you have authorised for that purpose.

5. Waiting time and no-shows

• Airport pickups: the chauffeur tracks the flight and complimentary waiting starts after the tracked landing.
• Other pickups: the included waiting time is shown in your confirmation.
• Waiting beyond the included time is billed at cost.
• If you are running late, contact the desk. We will tell the chauffeur and keep the booking open where we can.
• No-show: if no passenger is at the pickup point by the end of the included waiting time and we cannot reach you by phone or message, the chauffeur may leave, the booking counts as a no-show and 100% of the fare is charged.

6. Hourly bookings

• Hourly bookings on the price list have a 3-hour minimum. The online maximum is 12 hours; longer days can be arranged with the desk.
• Time runs from the scheduled pickup time until the passengers are dropped off at the end of the service.
• Extra time is billed at the hourly rate for that vehicle on the price list.
• Chauffeurs must follow local rules on driving hours and rest. For very long days, the desk may change the chauffeur part way through.

7. Passengers and luggage

Each vehicle class has a maximum number of passengers and bags, shown on the fleet page. For the five classes on the price list:

• Every passenger must have a seat and a seat belt. The chauffeur will not carry more passengers than the vehicle is licensed for.
• Tell us at booking about oversized items such as golf bags, skis, strollers, wheelchairs or musical instruments. If what arrives at pickup does not fit safely, the chauffeur may need to decline part of the load, or a larger vehicle may be needed at the published price.
• Prohibited, dangerous or illegal items may not be carried.

8. Child seats and minors

• Child seats are available on request. Ask at booking with the age and weight of each child. A seat is provided only when it is shown on your confirmation.
• You may bring your own seat. The adult travelling with the child is responsible for checking that the child is correctly secured.
• Child seat rules differ by country, province and state, and the chauffeur follows local law. If a child needs a seat the law requires and none was requested or brought, the chauffeur may be unable to carry the child, and the cancellation terms apply.
• Passengers under 18 travelling without an adult must be arranged with the desk before the booking is confirmed.

9. Conduct and damage

• Passengers must wear seat belts and follow the chauffeur's reasonable safety instructions.
• The chauffeur may refuse or end a ride, without refund, if a passenger is violent, abusive, unsafe or breaking the law.
• You are responsible for damage to the vehicle caused by your party, and for cleaning beyond normal use (for example, after illness or spilled food and drink). These are billed at cost, with photographs and the operator's invoice available on request.

10. Smoking and alcohol

• No smoking, vaping or cannabis in any vehicle.
• Whether alcohol may be carried or consumed in a vehicle depends on local law and the operator's licence. The chauffeur follows local rules, may refuse any request those rules do not allow, and may end the ride if they are broken.
• The chauffeur will not carry a passenger who appears to be under the legal drinking age with alcohol in the vehicle.

11. Lost property

• Please check the vehicle before you leave it.
• If you leave something behind, contact the desk as soon as possible with your receipt number. We will ask the chauffeur or operating partner to look for it.
• Items found are held for 30 days. We can arrange return by courier at cost, or collection by arrangement. After 30 days unclaimed items may be disposed of or donated.
• We are not responsible for items left in a vehicle, but we will always try to help.

12. Cancellation

The same policy applies to every booking, measured from the scheduled pickup time:

• More than 72 hours before pickup: free.
• 72 hours or less: 10% of the fare is charged.
• 48 hours or less: 50% of the fare is charged.
• 24 hours or less, or a no-show: 100% of the fare is charged.

Refunds go to the original card. You can cancel from the manage link in your confirmation email, which shows the refund before you confirm, or by contacting the desk. If we cancel a confirmed booking, you receive a 100% refund. If your flight is cancelled or moved, tell the desk as soon as you know: we will try to move the booking to the new arrival, and the policy above applies from the time you tell us. More detail is on the cancellation policy and refund policy pages.

13. Changes

• Ask for changes by phone or email. A change is confirmed only when we confirm it in writing.
• A change that adds time, distance, stops or a larger vehicle is re-priced at the published rate.
• A change that reduces a booking inside a cancellation window is treated as a partial cancellation under section 12.
• On airport pickups, we move the pickup time to follow the tracked flight without charge.

14. Delays and events outside our control

We plan every ride with time to spare, but traffic, weather, road closures, accidents, security checks, strikes, public events and similar causes are outside our control. Please allow enough time, especially for departing flights, trains, cruises and timed events. We are not responsible for a missed flight, connection or event caused by circumstances outside our reasonable control, or by a pickup time, address or flight number that was given to us incorrectly.

15. Liability, in plain language

• Elly8.net is responsible for taking your booking correctly, for the price we confirmed and for running the desk.
• In cities served by an operating partner, that partner is responsible for operating the vehicle and for its chauffeur, and its commercial insurance covers the ride. If you have a claim about the ride itself, we will pass it to the operating partner and its insurer and help you follow it up.
• As far as the law allows, our total liability for any booking is limited to the amount you paid for that booking.
• As far as the law allows, we are not liable for indirect or consequential losses, such as missed flights, meetings, hotel nights or business opportunities.
• Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence, or your rights under consumer protection law where you live, such as Ontario's Consumer Protection Act, 2002.

16. Accounts and partners

Corporate, travel agent and hotel accounts are opened through the partners pages and may have their own agreement on rates, billing and confidentiality. NDAs are available on request. Account holders are responsible for bookings made under their account.

17. Our website and other services

Prices, vehicles and services on this site may be updated at any time; the price and details in your confirmation are the ones that apply to your booking. Elly8.net books chauffeured cars only. Flights, hotels and activities found through our travel desk are booked with our travel partner BookingWorldwide.net under its own terms. How we handle personal information is set out in the privacy policy.

18. Complaints

If something was not right, tell the desk as soon as you can, ideally within 7 days of the ride, by email at [email protected] with your receipt number. We will look into it with the chauffeur or operating partner and reply in writing. Ontario consumers can also find guidance at Consumer Protection Ontario.

19. Governing law

These terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there. Any dispute will be heard by the courts of Ontario, sitting in Toronto, unless the consumer protection law of the place where you live gives you the right to bring a claim in your own courts.

20. Changes to these terms

We may update these terms. The version in force when we confirm your booking applies to that booking.

Questions about these terms: contact the desk, call 1 (877) 324-6688 or email [email protected].