RESERVATIONS
To make a reservation, contact us by phone 7 days a week, 8am to 8pm at (289) 296-1966 or e-mail us at sales@wheelzniagara.com It is your responsibility to confirm your reservation for Airport, Residence, Hotel, B&B and AirBnB pick-up at least 24 hours prior to the reserved pick-up time. You will provide Wheelz with the full first and last name of the lead traveler, the date/dates of your travel, the name of the airline you are flying with, your flight number and the suggested arrival/departure time at booking. We must also know the number of travelers in your party to ensure we send the right sized vehicle. Please let us know at the time of booking if you require car/booster seats, wheelchairs, walkers etc.
CHANGES TO RESERVATIONS
Changes can be made by calling and speaking with a Wheelz reservationist or by emailing our office. Once you confirm the original reservation, you will be asked to provide the updated details for your reservation. If you are changing on short notice, we will do our absolute best to accommodate your request. If we are unable to accommodate your request due to availability, you will be given the option to keep the original reservation or cancel the reservation. Please note that changes, within three (3) hours of your reservation will result in a $25 last minute change fee (not including a location change in the same town or changes caused by Airports or Airlines).
CANCELLATION POLICY
Regular Vehicle Full payment is required to make a reservation. We will only send vehicles for airport transfers that are paid for in full. Any transfer reservation canceled within a three (3) hour period of the scheduled pick-up time will be subject to a full charge for the quoted price including Base Rate, Driver Gratuity, and any accumulated expenses. Terms&Conditions Limo-Van (Specialty Vehicle) Any reservation for our limo-vans (specialty vehicles) or mini-bus (11 passengers) that is cancelled within one week (7 days) of the scheduled pick-up time will be subject to a full charge of the hourly rate for the required minimum hours that was agreed upon at the time of booking. When booking a limo-van (specialty vehicle) you agree to this cancellation policy. Exceptions are only made due to extreme weather conditions resulting in flight cancellations or the inability to traverse the roads.
DEPOSITS
In the event that we agree to accept a deposit rather than Full Payment in advance, the balance must be received 48 hours prior to date of service. Exceptions are only made due to extreme weather conditions that result in the inability to traverse the roads.
AIRPORT ARRIVALS
We constantly monitor the flight arrival information that you provide us on our Wheelz-Trac system. Please call our office as soon as possible if there is a change in your flight information or if your flight is cancelled for any reason. We will meet and greet you upon your arrival. All the airports that we service have slightly different pick up processes. We will send detailed instructions for “Finding Your Wheelz Driver at the Airport” with your airport pickup confirmation. Where possible our drivers will hold tablet signs with your last name on them. In addition, all our vehicles are clearly marked with our logo and our drivers are in black logoed uniforms. All Wheelz vehicles are silver and display our logo prominently on both sides in Black and Orange. Pick Up – Buffalo Niagara International Airport, Buffalo, New York (BUF) We will meet you upon your arrival inside the Terminal on the Arrivals Level, at the bottom of the escalator or directly behind the elevator, near baggage claim. Once you deplane just follow the other passengers and the signage to the baggage claim area. Your driver will hold a tablet sign displaying your last name and should be wearing an orange baseball cap. Your Wheelz driver will be ready to assist with your every need. Pick Up – Toronto Pearson International Airport, Toronto, Canada (YYZ) Our Drivers are not allowed to enter either Terminal 1 or Terminal 2. All pick-ups must be pre-arranged. Drivers must wait in their vehicle in a designated off-site parking area until they are summoned to the terminals to pick up. In all instances, whether Domestic or International, Terminal 1 or Terminal 2 passengers must claim their own baggage and then proceed to the pre-arranged Transportation Desk at Door “A”. They must register with the attendant (provide their name, originating airport, flight number and inform the attendant that they are there for pick up by Wheelz Niagara). Once summoned, it takes about 5-6 minutes for the Wheelz vehicle and driver to come up to get them. Pick Up – John C. Munro Hamilton International Airport, Hamilton, Ontario, Canada (YHM), Niagara Falls International Airport, Niagara Falls, New York, USA (IAG) and Billy Bishop Toronto City Airport (Toronto Island), Toronto, Ontario, Canada (YTZ). Passengers must claim their own baggage and then proceed to the main entrance or designated transportation pick up area. On Toronto Island passengers must claim their own luggage and proceed through the tunnel to the main exit designated pick up area.
WAITING TIME CHARGES
Airport: There will be no charge for waiting time if you meet the driver within the first 60 minutes after touchdown of all domestic flights or within the first 90 minutes after touchdown of all international flights. Once the grace period has passed, waiting time will be charged $15 per every 15 minutes until the passenger meets the driver. Non-Airport: There will be no charge for waiting time if you meet the driver within the first 15 minutes. Once 16 minutes have past, waiting time will be charged $15 per every 15 minutes until the passenger meets the driver, rounding up in 15-minute increments starting from the scheduled pickup time. Pickups at most Residences, Hotels, B&Bs and Airbnb’s are either pickup at the main entrance or where we dropped off. Border Crossing/Customs/Immigration: The passengers are required to provide both Canada and U.S. Border Crossing/Customs/Immigration Officers with the proper documentation they require to cross the International Border expeditiously. Most border crossings go smoothly. In the event that passengers are sent to secondary screening for further examination, we will wait 30 minutes without assessing waiting time charges, once 30 minutes have past, waiting time will be charged at a rate of $15 per every 15 minutes until the passenger is released to proceed.
NO SHOW POLICY
Airport: If you fail to show up at the scheduled pickup time and/or location for the arriving fight information you provided to us and there has not been any contact with us after 60 minutes for domestic flights or 90 minutes for international flights you will be considered a “No Show” and billed the full fee including the base rate, driver gratuity and any accumulated expenses. If you can’t locate your Wheelz vehicle, DO NOT LEAVE! Call our office at (289) 296-1966 and we will locate your driver and assist you in locating your reserved car. Non-airport: If you fail to show up at the scheduled pickup time and/or location, you will be billed a full charge for the quoted price including base rate, driver gratuity and any accumulated expenses. If you can’t locate your Wheelz vehicle, DO NOT LEAVE! Call our office at (289) 296-1966 and we will locate your driver and assist you in locating your reserved car.
ADDITIONAL CHARGES
We may charge additional fees for early morning pickups before 5am and for late night pickups after midnight. Extra stops are also subject to an additional fee. Be sure to include all details of your trip when making your reservation. When given your quote over the phone or over email, we want to be sure to give you a complete quote which includes all fees, tips, tolls, and all other necessary costs to you as an All-Inclusive Total cost for your trip. If you make any changes to your original reservation, you may be charged additional costs which would be out of the original scope of services needed.
GUARANTEE
Our service is backed by a satisfaction guarantee. Should you be dissatisfied, please call us. We will do our best to resolve any issues to your satisfaction.
DAMAGE
Customers will be held liable for any damage that they cause to our vehicle, including up to $200.00 cleaning/deodorizing fee in some extreme cases.
LIABILITY
Wheelz Niagara is not responsible for passenger expenses in the event of a vehicle mechanical failure or accident. Wheelz Niagara is not responsible for passenger expenses resultant from extreme weather conditions or the inability for Wheelz to traverse roads safely. Wheelz Niagara is not responsible for passenger expenses resultant from delays caused by unusually heavy traffic conditions, auto accidents, highway or bridge closures due to accidents or constructions or extreme weather conditions or the inability to traverse the roads safely. Wheelz Niagara is not responsible for items left in our vehicles. We ask you to please check the vehicle before you leaving. If something is found, it is kept in our locked Lost & Found box in our secure office until it is claimed.
PRIVACY POLICY
Wheelz Niagara respects individual privacy and is committed to protecting and ensuring that your personal information is handled in a safe and responsible manner. The following describes the type of information we collect when you visit our site and how we use that information.
WHAT INFORMATION DO WE COLLECT?
In order to use certain services provided on our site, you will need to register with us or fill out a form. When you register or fill out a form, we will gather such information as your name, phone numbers, mailing, and email address. If you make a reservation, we will also ask you for your credit card information to process payment. This information will not be used for any other purpose than processing and/or referencing your reservation and will not be shared with anyone outside of Wheelz Niagara.
WHAT WE DO WITH INFORMATION WE COLLECT?
Personal data is collected to facilitate the online booking process. Information such as your name, addresses, phone numbers, email address are stored so that you will not have to re-enter the data again. We do not sell, rent, or disclose any of your personal identifying information to third parties. All Credit Card transactions are processed through the PayPal payment portal primarily because of its security features. Wheelz does not retain any personal credit information.
SECURITY OF YOUR PERSONAL INFORMATION
Wheelz Niagara secures your personal information from unauthorized access, use, or disclosure. Your information is secured on computer servers in a controlled, secured environment, protected from any unauthorized access or use. When personal information (such as a credit card number) is transmitted, it is protected using encryption, such as a Secure Socket Layer (SSL) protocol.
CHANGES TO THIS POLICY
Wheelz Niagara is always improving and updating our website. As a result, our policies will continue to evolve. As we implement new technology and provide new services, we will update our Privacy Policy. We encourage you to refer to this page on an ongoing basis for our most current policy and practices.
CONTACT INFORMATION
Wheelz Niagara welcomes your comments regarding this Statement of Privacy. If you feel that we are not abiding by this policy, contact us immediately via telephone at (289) 296-1966 or via email at sales@wheelzniagara.com.