Banff On Demand® Terms & Conditions
Last updated: January 15, 2026
These Terms & Conditions (“Terms”) apply to all bookings and travel with Banff On Demand® (“Banff On Demand”, “we”, “us”, “our”). By booking a seat, purchasing a ticket, communicating with us, or using our services (the “Services”), you agree to these Terms.
If you do not agree, do not book or use our Services.
1) Services Provided
Banff On Demand® provides private ground transportation services, including airport transfers and private transfers within Banff, Canmore, Calgary, and surrounding areas (the “Services”).
2) Quotes and Availability
2.1 Quote validity
Quotes are valid for 24 hours from the time they are issued, unless otherwise stated.
2.2 No hold until confirmed
Submitting a quote request does not reserve a vehicle. Vehicles are not held until availability is confirmed and booking requirements (including payment, where applicable) are completed.
3) Booking and Payment
3.1 Payment requirement
All reservations require payment by Visa, MasterCard, or American Express at the time of booking unless otherwise agreed in writing.
3.2 Online bookings and payment processing
Online bookings are made through our booking platform (Book Rides Online). Payments are processed using our payment gateway and payment processing providers (including Authorize.net and related processors).
We do not store full credit card numbers.
3.3 Confirmation
A booking is confirmed once you receive a confirmation number. If you do not receive a confirmation number, please contact us immediately.
4) Meeting Your Driver
4.1 International arrivals
Your driver will meet you after you clear Customs and collect your luggage.
4.2 Domestic arrivals
Your driver will meet you at the luggage carousel for your arriving flight.
A Banff On Demand® representative will be holding a sign with your name.
5) Cancellations and Refunds
5.1 Cancellations more than 48 hours before travel
Cancellations made more than 48 hours prior to travel are eligible for an 80% refund of the total booking cost.
5.2 Cancellations within 48 hours of travel
Cancellations made within 48 hours of travel are non-refundable.
5.3 Deposits
If a deposit is collected at the time of booking (including a 20% deposit), the deposit is non-refundable unless otherwise stated in writing.
5.4 No-shows
If a passenger does not arrive for the scheduled pickup and does not contact us within a reasonable time period, it may be treated as a no-show and the booking may be non-refundable.
6) Changes to Reservations
6.1 Requests for changes
We will do our best to accommodate changes to a reservation, but changes are not guaranteed.
6.2 Significant time changes
If a requested change results in more than a 4-hour time difference from the original booking time, it may be treated as a new booking and pricing may be adjusted accordingly.
6.3 Route changes and additional charges
If changes to the route are requested before or during the trip and result in additional time, distance, tolls, fees, or operational costs, additional charges may apply.
7) Flight Delays and Waiting Time
7.1 Flight monitoring
We monitor flights for delays where flight information is provided.
7.2 Included waiting time
Your booking includes 45 minutes of complimentary waiting time after your flight arrival.
7.3 Additional waiting time
After the included waiting time, additional waiting time charges apply at $20 per 15 minutes.
7.4 Extended delays
Unless prearranged, if a flight delay exceeds 2 hours, the vehicle may depart and all charges will still apply.
8) Timing and Service Conditions
Service is provided on a best-efforts basis and exact timing is not guaranteed due to conditions beyond our control.
We are not responsible for delays caused by traffic, weather, road hazards, construction, airport congestion, airline operations, or other conditions beyond our control.
9) Passenger Responsibilities
To help ensure timely service and a smooth pickup, passengers agree to the following:
9.1 Accurate booking details
You are responsible for providing accurate booking information, including pickup time, pickup location, destination, passenger count, luggage details, and flight information (where applicable). Errors or omissions may result in delays, missed pickups, or additional charges.
9.2 Being reachable
You agree to remain reachable by phone or text message near the scheduled pickup time. If we cannot reach you and you do not arrive within a reasonable period, the booking may be treated as a no-show and may be non-refundable.
9.3 Pickup readiness
Passengers must be ready at the agreed pickup time and location. Waiting time fees may apply where included waiting time is exceeded.
9.4 Shared pickup environments
For airport pickups and other busy locations, you are responsible for following pickup instructions and meeting your driver at the designated location. Delays caused by passenger availability, missed meeting points, or failure to follow instructions may be treated as passenger-caused delays.
9.5 Safety and conduct
Passengers must behave respectfully and follow driver instructions. We may refuse service or end a trip if safety is at risk, illegal activity occurs, or behavior is abusive, threatening, or disruptive. In such cases, the booking may be non-refundable.
10) Vehicle Policies
To protect guest safety and vehicle condition:
- Cleaning fees may apply if vehicles are left in poor condition.
- Bodily fluid clean-up has a minimum charge of $1000 to cover cleaning and vehicle downtime.
- No smoking is permitted in any Banff On Demand® vehicle.
- Vehicles are limited to paved roads only and may not be able to access certain gravel-road locations.
We reserve the right to refuse service where required for safety, compliance, or operational reasons.
11) Luggage Allowance and Special Items
Guests are responsible for ensuring luggage is properly packed and suitable for transport.
- Skis/snowboards must be stored in a bag.
- Bikes must be packaged in a box.
Oversized or unusual items must be disclosed in advance to confirm space and vehicle suitability.
12) Park Pass Requirement
Every visitor to Banff National Park is required to obtain a Park Pass for their stay. Park passes can be purchased online or at the Banff Visitor Centre.
Guests are responsible for ensuring they have the required pass where applicable.
13) Limitation of Liability
To the fullest extent permitted by law:
- Banff On Demand® is not responsible for delays or service impacts caused by conditions beyond our control.
- In the rare event of a missed flight or event due to a vehicle breakdown, compensation is limited to the cost of the Banff On Demand® ground transportation price for the affected travel segment.
- Banff On Demand® is not liable for indirect, incidental, or consequential damages, including missed connections, lost income, or additional travel costs.
Nothing in these Terms limits liability where such limitation is prohibited by law.
14) Force Majeure (Events Beyond Our Control)
Banff On Demand® is not responsible for delays, service interruptions, or failure to perform services due to circumstances beyond our reasonable control. This may include, but is not limited to: severe weather, wildfire, flooding, road closures, accidents, mechanical failures, government restrictions, airport closures, airline disruptions, emergencies, labor disruptions, or other events beyond our control (“Force Majeure”).
Where a Force Majeure event occurs, we will make reasonable efforts to communicate updates and, where possible, provide alternate options. Refunds, rescheduling, or credits (if any) will be handled in accordance with these Terms and operational feasibility.
15) Invoicing and Late Payments
A 2% monthly interest charge may be applied to past due invoices. Interest accrues from the due date until full payment is received.
16) Changes to These Terms
We may update these Terms from time to time. The current version will be posted on our website with the updated “Last updated” date.
17) Contact
For questions about these Terms or your booking, contact Banff On Demand®:
Toll Free: 1-800-587-9958
Local: 403-762-3330
Office hours: 8:00am – 6:00pm (daily)