Cancellation & Change Policy
Updated Oct 31, 2026
This car service cancellation policy explains how cancellations, changes and refunds work for True North VIP bookings. True North VIP is a chauffeured car service based in New York City, serving Manhattan, Brooklyn, Queens, the Bronx, Staten Island, Long Island, Westchester, New Jersey and Connecticut. It applies to new bookings accepted under this version; existing bookings keep the terms agreed when they were made.
| Policy at a glance | Rule |
|---|---|
| Regular bookings | Cancel at least 24 hours before pickup for a full refund |
| Group, event and multi-leg trip bookings | Cancel at least 48 hours before pickup for a full refund |
| Inside the window | Refunds are at the company's discretion |
| Booked less than 24 hours before pickup | Contact us by phone or email |
| No-shows | Charged the full service amount |
| Refunds | Returned to the original payment method |
Cancellation Windows
The cancellation window depends on the type of booking. For a regular booking, cancel at least 24 hours before the scheduled pickup for a full refund; within 24 hours, refunds are at the company's discretion. The window is measured from when we receive your request to the scheduled pickup time.
| Booking type | Full refund if you cancel | Inside the window |
|---|---|---|
| Regular one-way, airport or hourly booking | 24 hours or more before pickup | At the company's discretion |
| Group, event and multi-leg trip bookings | 48 hours or more before pickup | At the company's discretion |
| Booked less than 24 hours before pickup | Contact us by phone or email | Any refund is subject to company review |
| No-show | Not applicable | Charged the full service amount |
A no-show is a rider who is not available within the grace period or airport wait time and has not contacted us to change the booking. See our wait time policy for the grace period and airport wait times.
Changes to a Reservation
We will do our best to accommodate changes to the pickup time, location, vehicle or rider count. Changes close to the pickup may be treated as a cancellation and a new booking, depending on what is possible and what is free at that time. The earlier you tell us, the easier a change is.
| Change | What to do |
|---|---|
| New pickup time or address | Call 888-887-0324 or email info@truenorthvip.com |
| Different vehicle class | Call or email; the price may change with the class |
| More or fewer riders | Call or email so we can match the class |
| Flight change | Send the new flight number; see the flight delay policy |
Special Events & High-Demand Dates
Group, event and multi-leg trip bookings need more notice. Cancel at least 48 hours before the scheduled pickup for a full refund. Within 48 hours, refunds are at the company's discretion.
This includes bookings for concerts, games, parades, festivals and other events, and bookings for groups. See event transportation for event planning pages.
Refund Timing & Method
Eligible refunds are returned to the original payment method. A cancellation request does not by itself mean the refund has been completed. Our team will tell you the outcome, and your payment provider decides when the funds appear on your statement. Keep the receipt we send for every trip for your records.
| Step | What happens |
|---|---|
| 1. You send the request | By phone or email, before the window closes where possible |
| 2. We review it | Against the window for your booking type |
| 3. We tell you the outcome | By email or phone |
| 4. The refund is sent | To the original payment method |
| 5. Funds appear | When your payment provider posts them |
Frequently Asked Questions
How far ahead do I need to cancel for a full refund?
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For a regular booking, cancel at least 24 hours before the scheduled pickup. For group, event and multi-leg trip bookings, cancel at least 48 hours before pickup.
What happens if I cancel inside the window?
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Refunds inside the window are at the company's discretion. Contact us by phone or email and we will review the request.
How is the cancellation window measured?
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It runs from when we receive your request to the scheduled pickup time. Send the request as early as you can.
What if I booked less than 24 hours before pickup?
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Contact us by phone at 888-887-0324 or by email at info@truenorthvip.com about any cancellation or change. Any refund is subject to company review.
What counts as a no-show?
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A no-show is a rider who is not available within the grace period or airport wait time and has not contacted us to change the booking. No-shows are charged the full service amount.
Can I change my booking instead of cancelling?
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Yes. We will do our best to change the time, address, vehicle or rider count. Changes close to pickup may be treated as a cancellation and a new booking.
Where does my refund go?
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Eligible refunds go to the original payment method. Your payment provider decides when the funds appear.
Do these terms apply to a booking I already have?
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Existing bookings keep the terms agreed when they were booked. This version applies to new bookings accepted under it.
Contact
To cancel or change a booking, call 888-887-0324, 24/7, or email info@truenorthvip.com. Have the booking date, pickup time and rider name ready so we can find the trip quickly. Read our terms and conditions for the full booking terms, or book a new ride.