We believe in fair, transparent cancellations. Here's exactly what to expect if your plans change — no hidden clauses, no fine print surprises.
| Service | Free Cancel Window | Partial Refund | No Refund |
|---|---|---|---|
| Airport Transfers | 48 hrs before | 24–48 hrs: 50% back | Under 24 hrs |
| Meet & Greet | 48 hrs before | 24–48 hrs: 50% back | Under 24 hrs |
| Airport Lounges (Standard) | 24 hrs before | — | Under 24 hrs |
| VIP Lounge Suite | 72 hrs before | 48–72 hrs: 50% back | Under 48 hrs |
| Airport Hotels | 48 hrs before | 24–48 hrs: 50% back | Under 24 hrs / No-show |
| Car Rentals | 48 hrs before pickup | 24–48 hrs: 50% back | Under 24 hrs |
| Baggage Handling (Porter) | 24 hrs before | — | Under 24 hrs |
| Luggage Storage | 2 hrs before drop-off | — | After drop-off |
| Sleeping Pods | 2 hrs before check-in | — | Under 2 hrs / No-show |
| Match Day Packages | 72 hrs before | 48–72 hrs: 25% back | Under 48 hrs |
Airport Transfers & Meet & Greet: Cancel at least 48 hours before your scheduled service for a full refund. Cancellations between 24–48 hours receive a 50% refund. Cancellations within 24 hours are non-refundable. In the event of a genuine flight cancellation by the airline, a full credit for future use will be issued on provision of an airline cancellation notice.
Airport Lounges: Standard lounge passes may be cancelled up to 24 hours before the visit for a full refund. The VIP Suite requires 72 hours' notice. Lounge passes are personal and non-transferable.
Airport Hotels: Cancellations 48 hours or more before check-in receive a full refund. Cancellations 24–48 hours before receive a 50% refund. No-shows and same-day cancellations are charged in full. Early check-out fees (if incurred) are non-refundable.
Car Rentals: Cancel 48+ hours before pickup for a full refund. The prepaid fuel option is non-refundable once the booking is confirmed. One-way drop fees are non-refundable.
Sleeping Pods: Cancel up to 2 hours before your check-in time for a full refund. If you check out early, you are charged only for time used (rounded to nearest 30 minutes); any overpayment is refunded automatically within 5 business days.
Once a refund is approved and initiated by Billy Bishop Toronto, the timeline to receive funds depends on your payment method:
You will receive a refund confirmation email as soon as we initiate it. If you haven't received your refund after 10 business days, please contact your bank before reaching out to us, as processing times may vary.
The following are not eligible for refunds under any circumstances:
If Billy Bishop Toronto is unable to deliver a service due to events beyond our reasonable control — including but not limited to airport closures, severe weather, civil unrest, airline strikes, or government travel restrictions — we will offer either:
The choice of remedy is at the customer's discretion in force majeure situations.
If you are dissatisfied with a refund decision, you may escalate your complaint to our Customer Relations team at refunds@billybishoptoronto.com. We aim to resolve all disputes within 5 business days.
If a resolution cannot be reached, disputes may be referred to the applicable consumer protection authority in your province of residence or to the Canadian Centre for Ethics in Sport (for FIFA 2026-related disputes).
Nothing in this policy affects your statutory rights under applicable Canadian consumer protection law.