Terms and Conditions

March 31 2026

Transportation Information

Vehicle Types Information

Minivans

 (Please note that 1 to 6 Passenger Minivan capacity is subject to luggage/cargo limitations depending on the number of passengers)

  • For the Minivans transportation option, we may use the following type of vehicles to fulfill bookings at our discretion as follows: Grand Caravan, Toyota Sienna, Honda Odyssey, Chrysler Pacifica, Chrysler Voyager, and/or Kia Sedona
  • Additional cargo/luggage capacity may be available through a Rooftop Cargo Box or Pull Behind Trailer for additional fee’s
  • CHILD CAR SEATS: Our minivans are not exempt under the Alberta Occupant Restraint law, and Child Car Seats for up to 6 years or up to 40 lbs. are required by law in Alberta. There is a $162 fine if caught not complying with the Alberta Occupant Restraint law. You may provide your own child car seat if you wish. However if you do not have one then there is a $35 fee that will cover the cleaning and sanitizing of each child car seat provided for every trip, to ensure the safety of your child. See here: https://www.alberta.ca/child-seats

Passenger Information

Inclusions

  • Air-conditioned vehicle
  • GST (Goods and Services Tax)
  • Private charter transportation
  • Calgary Airport Authority Arrival Pickup Fee for Van/SUV of $27.30 CAD
  • Transported by licenced and insured vehicle

Exclusions

  • Gratuity is not included in the base fare
  • If you are entering Banff National Park, there is an entry fee of $12.25 fee per person or a fee of $24.50 for Family/Group at the gate just after the City of Canmore highway exits
  • Child Car Seat (Required by Alberta law for children up to 6 years or up to 40 lbs.) Available for an additional cleaning fee of $35 per child seat provided per trip upon request

Communication

  • By booking with us through our website directly or through our partners TripAdvisor, Viator, Get Your Guide, Trip.com, Ace Transfers, and Carmel Car Service, you agree to opt-in to receive SMS, upon completion for purposes of your booking and travels with us. See our privacy policy at https://therockiestours.ca/privacy-policy/. If you opt out, we are not responsible for any communications issues using SMS upon arrival of the driver at your booking’s pickup location. You may opt out or get help by the method of
    • Messaging HELP for help ;
    • Replying STOP to any message to opt out
  • By booking with us through our website directly or with our partners TripAdvisor, Viator, Get Your Guide, Trip.com, Ace Transfers, and Carmel Car Service, you agree to phone calls regarding your bookings, travel details, and review requests. If your phone number is not working, we are not responsible for any communications issues with the phone number upon arrival of the driver at your booking’s pickup location
  • By booking with us through our website directly or with our partners TripAdvisor, Viator, Get Your Guide, Trip.com, Ace Transfers, and Carmel Car Service you agree to receive Social Media communication via WhatsApp, Apple iMessage, and/or WeChat regarding your bookings, travel details, and review requests
  • By bookings with us, you agree to receive e-mail communications for the purposes of regarding your bookings, travel details, and review requests
  • It is your responsibility to ensure you have cellular services and/or data services at least by free airport Wi-Fi to communicate with your driver. If the driver arrives at the airport for your booking, and there is no communication response from you after your flight has landed for 1 hour and 15 minutes from the flight arrival time, then the booking will be marked as no show and the driver will leave. If the driver has departed, there may be an additional $70 CAD fee to reschedule your booking and send the driver back for your booking as soon as possible within reason.

For Airport Arrivals

  • We may arrive 10 to 15 minutes prior to your scheduled pickup time, please allow at least 20 minutes from your flight arrival time when scheduling to accommodate for the time it takes to clear customs and retrieve your luggage. Please note some flights especially international flights can take 20 to 60 minutes to retrieve luggage and/or clear customs
  • Please note there will be a $50 per hour late fee for delays on pick up if you are unavailable for pickup after 1 hour from scheduled pickup time
  • For international flights. Please notify us as soon as possible of delays, cancellations, or if you are referred to secondary customs inspections. Rescheduling due to referrals to secondary customs inspection may take hours and may incur late fees up to the full cost of new booking.
  • For international arrivals, we will meet you in meeting area D after you clear the customs and pickup your luggage, and have exited past the customs counter through the secure doors to the walkway leading to meeting area D
  • For domestic arrivals, we will meet our clients either by the luggage carousal or meeting area A, B or C depending on your flight gate
  • We will attempt to reach you upon arrival via your provided contact information through text, phone, social media messaging and/or email
  • We will also be holding a sign such as a Paper/iPhone/iPad with your name on it

For hotels and other locations

  • We will attempt to reach you upon arrival via your provided contact information through text, phone, social media messaging, and/or email

Additional Information

  • Gratuities are not included in the base fare. (Optional)
  • BANFF: If you are travelling to Banff or Lake Louise, please be sure you have obtained a National Park Pass with your itinerary, if you haven’t obtained one yet, this can be obtained at the Banff National Park Gate by Canmore while on the way to your destination. Please check your travel itinerary, hotel, or with your travel agent to determine if you have paid these fees already. The fees charged per person or as a group per day and are found here at https://parks.canada.ca/pn-np/ab/banff/visit/tarifs-fees
  • RADIUM HOT SPRINGS: If you are travelling to Radium Hot Springs, please be sure you have obtained a National Park Pass with your itinerary, if you haven’t obtained one yet, this can be obtained at the Banff National Park Gate by Canmore while on the way to your destination. Please check your travel itinerary, hotel, or with your travel agent to determine if you have paid these fees already. The fees charged per person or as a group per day and are found here at https://parks.canada.ca/pn-np/bc/kootenay/visit/tarifs-fees

Cancellation and Rescheduling Policy for Airport and Hotel Transportation Services

  • It is your responsibility to ensure you have cellular services and/or data services by at least free airport wifi to communicate with your driver. If the driver arrives at the airport for your booking, and there is no communication response from you after your flight has landed for 1 hour and 15 minutes from the flight arrival time, then the booking will be marked as no show and the driver will leave. If the driver has departed, there may be an additional $70 CAD fee to reschedule your booking and send the driver back for your booking as soon as possible within reason.
  • To receive a full refund, travelers may cancel up to 24 hours before the experience’s start time in it’s local time zone. No refunds will be given within that time period
  • Rescheduling before or during these 24 hours may be available due to illness, flight delays, or flight cancellation if we are notified before the driver’s departure to the scheduled reservation pickup location on a case-by-case basis.
  • Please notify us as soon as possible if you are referred to secondary customs inspections. Rescheduling due to referrals to secondary customs inspection which can take and may incur late fees or up to the full cost of a new booking.
  • We may reserve the right to cancel a customer’s booking at anytime for a full refund or accommodate a rescheduling in case of bad weather and/or dangerous conditions on route or in the departure or destination area, for example, bridge or road closures with no viable alternative route, snowstorms, flooding, tornadoes, and/or fire
  • All payment processing fees are non-refundable

Cancellation and rescheduling policy for Tour Services

  • All tours are subject to a minimum of 3 persons booking cancellation clause,  your will booking will be confirmed when we reach the minimum, if it is not confirmed then you will receive a full refund, or if you wish we can see if we can provide an option for a similar alternative tour
  • Please notify us by providing your Name and Trip Reference Number by Phone and in writing by E-mail, SMS, WhatsApp, Apple iMessage, or WeChat as proof of your request for any cancellation or rescheduling requests, so we can do our best to accommodate your requests as soon as possible
  • Cancellations and refunds are available in the first 24 hours from time when the booking is made
  • Cancellations and refunds are available up to 7 days for Tours prior to the scheduled booking
  • No refunds for cancellations within 7 days for Tours of scheduled booking, however the option of rescheduling of the booking is available subject to our availability up to 24 hours prior to the booking or the option of a credit voucher can be given, valid for up to 1 year from time of a booking. Vouchers can not be refunded for currency
  • Rescheduling is available subject to our availability due to flight delays, we will monitor your flight with the flight information provided to us, please keep us up to date as best you are able to so we can accommodate adjustments to your booking as best as possible with our other clients.
  • All payment processing fees are non-refundable

Behavioural Policy

  • We understand your travelling experience can be frustrating and exhausting, but we do request that you please be respectful of our employees and other clients, and we will do our best within reason to ensure a positive experience
  • However, any form of physical, verbal, mental, and/or sexual abuse of our employees or other clients will not be tolerated and will result in the immediate termination of the trip for the client with no refund, and the authorities will be notified immediately to investigate any criminal accusations