Last updated 10 September 2026. This policy forms part of our Terms & Conditions and applies to every booking unless a signed corporate agreement states otherwise.

Deposits

A deposit is required to confirm a reservation and hold the vehicle for your date.
Deposits are non-refundable. They are also non-transferable, meaning a deposit cannot be moved to a different date or a different booking.
The balance is due in full on or before the date of service unless your account is invoiced on terms.

Cancellation schedule

Cancellation charges are calculated on the total reservation value and apply regardless of the reason for cancellation.

More than 7 days before the date of service — no charge beyond the non-refundable deposit.
Within 7 days of the date of service — 50% of the total reservation value.
On the date of service — 100% of the total reservation value.

By way of example, a $2,000 reservation scheduled for 10 March cancelled on or after 3 March incurs a $1,000 charge, because the cancellation falls inside seven days.

Cancellation of the underlying event

A reservation is a contract for a vehicle and a chauffeur for a defined window. If the event you booked the vehicle for is cancelled, postponed or moved by a third party — a venue closure, a conference cancellation, a postponed game — the cancellation schedule above still applies, because the vehicle and the driver were held and other work was declined.

We will consider postponing a booking to a new date rather than cancelling it, case by case and subject to availability. Ask early; the further out you ask, the more likely we can accommodate it.

No-shows

If we cannot reach the contact on the reservation after repeated attempts at the pickup location and time, the booking is treated as completed and charged in full. Keeping a phone reachable on the day is the single most effective way to avoid this.

Cancellation by us

In the rare case that we cancel a confirmed booking and cannot supply a comparable vehicle, you receive a full refund including the deposit. Vehicle substitution within the same capacity tier is not a cancellation; see the substitution section of our Terms & Conditions.

Refund method and timing

Approved refunds are returned to the original method of payment. Card refunds are issued through our processor and typically appear within 5 to 10 business days, depending on the issuing bank.
Payments made by bank transfer, Zelle or cash are refunded by cheque or transfer to the payer.
Where a processing fee was charged and the booking is refunded in full at our initiative, the processing fee is refunded with it.

Delays and service interruptions

Delays caused by weather, traffic, road closures, construction or other circumstances outside our control do not give rise to a refund or credit. Where the schedule allows, we will offer to extend the booking by the time lost rather than shorten the service.

Disputes

If something has gone wrong, contact us before raising a dispute with your bank. Most billing questions are resolved the same day, and we would rather correct a genuine error directly than have it adjudicated by a card network weeks later. Reach us on (301) 299-9600 or at info@monumentcoach.com.

Cancellation & Refund Policy