Travel Policies & Terms

🎫 Ticket Prices / Cancellation / Refund

Rider Express' ticket prices are dynamically adjusted to offer the best possible value. Tickets purchased in-person at stations or from drivers may differ from prices offered online. Only online prices reflect promotional rates.

• Tickets can be cancelled with a 50% refund, provided at least 24 hours' notice is given in writing to contact@riderexpress.ca.
• Tickets can be exchanged for a travel voucher or moved to another day/time with a processing fee, provided at least 24 hours' notice is given.
• Cancellations or modifications are NOT permitted within 24 hours prior to departure.
• Once a ticket has been rescheduled, it cannot be rescheduled again or refunded.
• Tickets are non-transferable — only the passenger named on the original ticket may use it.
• Tickets are valid ONLY for the scheduled date and time purchased. Missed trips require a new fare.
• Rider Express is not responsible for lost or stolen tickets.
• Rider Express is not responsible for late arrival and no-shows. Missed tickets will be void and cannot be used for another time.
• Rider Express is not responsible for delays and/or service cancellations resulting from force majeure situations such as bad weather, road closures, accidents, and any other factor not under the direct control of the company.

For smooth and timely boarding, passengers must have their ticket information ready along with a government-issued photo ID. Printed tickets are not required; passengers may display their ticket on their phone or have their ticket ID available.

Any extras paid for (bike, ski, luggage, etc.) are non-refundable even if not brought at check-in — please book accordingly.

Make sure to check your departure station at https://riderexpress.ca 24 hours before departure for any changes.

🧳 Luggage Policy

Personal Items (Free)

One (1) personal item per passenger — free of charge. Max 3 kg (6 lbs), dimensions 17" deep × 15" wide × 8" tall. Must fit in overhead bin or under the passenger seat. Items with wheels are not permitted as personal items. Personal belongings cannot be placed on seats due to safety concerns, and aisles must be kept clear at all times.

Stowed Luggage

Two (2) stowed luggage items included free of charge per passenger. Each bag max 23 kg (50 lbs), size 30" × 19" × 12".

Sports Equipment

All sports equipment must be properly packed in appropriate bags or boxes. Ski bags: $40 each ($30 online). Bikes: $60 each ($50 online) — must be properly wrapped or boxed to ensure no grease or sharp parts are exposed that could damage other luggage.

⚠️ Damaged / Lost / Abandoned Luggage

• The maximum baggage liability is $100 per person/ticket (including bikes).
• Rider Express will not be liable for any extra compensation other than stated above for lost luggage.
• Rider Express does not accept liability for loss or damage to unchecked baggage carried on board, or items that do not comply with company policies stated above.
• It is the passenger's responsibility to collect any baggage and carry-on items after the trip.

🔒 Protection of Luggage

In an effort to protect all luggage stored under the coach, items should be packed or covered in such a way as to not be damaged during transit or to not damage other luggage. Breakable items (TVs) or those with pointy (ski poles) or greasy (bike chains) parts must be secured by a box, suitable covering, or plastic wrap/bags.

Rider Express reserves the right to refuse any baggage that is not packaged securely. All items must be in a suitable container that is not at risk of being damaged or causing damage. Acceptable baggage includes: suitcases, duffel bags, toolboxes, trunks, storage containers, and securely taped cardboard boxes.

It is your responsibility to ensure your checked luggage is placed in the correct compartment prior to departure. As well, it is your responsibility to remove all personal items brought onto the coach. Please ensure you clearly advise the representative loading the luggage of your arrival point, to ensure your luggage is placed into the appropriate compartment. Rider Express will not be responsible for items left behind on the coach or luggage issues as a result of a change in your arrival point.

♿ Wheelchair Policy

Our buses are able to accept the following wheelchair types:

• Standard Wheelchair — dimensions: 42″ L × 36″ W
• Electric Wheelchair — dimensions: 42″ L × 36″ W
• Maximum weight accepted: 660 lbs (300 kg)
• We allow 2 wheelchair spaces per trip, which is equivalent to 12 regular seats.
• We require at least 7 days' advance notice for bookings requiring wheelchair access due to limited fleet availability. Request details must be sent to contact@riderexpress.ca.

🐕 Pets & Animal Policy

• Only qualified service dogs, described under the Service Dogs Act, are allowed to travel on our buses free of charge.
• Therapy pets and/or emotional support animals are not allowed.
• A government-issued certificate or ID of the animal needs to be sent to contact@riderexpress.ca at least 48 hours prior to the trip to gain approval.
• Please take maximum precautions necessary so other passengers on board who may be allergic do not get affected by the dog's presence in the cabin. Examples of precautions include (but are not limited to): prevention of dog hair shedding by having it wear a protective garment, and making sure the animal does not spoil the bus interiors.
• Please collaborate with drivers and agents on implementing these policies. Your cooperation is much appreciated.

🚌 Boarding Policy

• Passengers must arrive to the departure stops at least 15 minutes prior to departure time. If arrival is later than 15 minutes, a passenger may be considered and marked as no-show.
• 18+: One (1) piece of government-issued photo ID or two (2) pieces of non-photo government-issued ID required. Under 18: birth certificate and/or health card or any other government-issued ID.
• Copies or photos of photo IDs are acceptable. Copies of non-photo IDs are not accepted.

Extra Space: Rider Express' extra space policy requires passengers to purchase a second seat if unable to sit in their seat without encroaching into the next seat or into the aisle while the armrest is down, in the interest of safety and comfort of all passengers.

🪑 Front Seats

At Rider Express, the front seats of our buses are reserved for senior passengers and individuals with disabilities. We are committed to making travel safe and accessible, and these seats are prioritized accordingly.

Please note the following important guidelines for passengers using front seats:

• No conversations with the driver during the trip
• No phone calls or loud talking
• No strong-smelling food
• Passengers who are feeling unwell, have a cold, or flu-like symptoms are asked to choose a seat further back to protect the driver's health
• Front seats are available on a first-come, first-served basis and cannot be reserved in advance, even for qualifying passengers

👶 Minor & Children Policy

Rider Express promotes the safety and security of children through its children policy. The following points must be considered when travelling with a child or children:

• Customers are welcome to use child safety seats equipped with the 3-point harness, provided a ticket is purchased for the seat space. The customer is responsible for securing the child safety seat to the three-point lap/shoulder belt, where provided. Rider Express will not be responsible for securing the child car seat to the bus seat.
• Children age 13+: May travel unaccompanied. However, we highly recommend parent or guardian assistance while boarding and disembarking the bus.
• Children under 13: Must be accompanied by someone who is at least 16 or older.
• Children under 2 (occupying a seat or using a car seat): Will receive a 50% discount on the ticket fare. Passengers must reserve the seat to obtain the discount either by phone or in person at the office.
• Children under 2 (less than 2 years, not occupying a seat): Travel free if: accompanied by an adult or a minor who is at least 16 years of age or older, and will not occupy a seat. One free child under 2 per person/ticket (e.g., one ticket must be purchased for twins under 2 years old if only one parent is travelling).

🚫 Objectionable Persons Policy

Rider Express reserves the right to refuse to transport a person in the following conditions:

• Under the influence of alcohol, drugs, or illegal substances;
• Whose conduct or behaviour is objectionable towards our staff, to other passengers, or prospective passengers;
• Who is incapable of caring for themselves, unless travelling with an attendant or carer (e.g., minors, disabled persons);
• Who refuses to comply with any lawful rules or regulations of Rider Express;
• Who emanate strong smell either from themselves or from their belongings (in consideration for the comfort of our passengers on long journeys). Strong smells include but are not limited to: strong perfumes, lotions, body odour, etc.
• Objectionable persons may be removed from the bus at any place where it is safe and appropriate.
• Passengers who are already boarded to the bus may also be removed from it at the driver's discretion for the reasons cited above.

In the event of such cases, Rider Express will not assume any liability for the loss of expenses and fares will not be refunded or rescheduled. Such persons will be barred from taking our service in the future.

🏛️ Government Vouchers / Requisitions

We allow requisitions from government social services where the following conditions are met:

• Rider Express must have an agreement with the organization who wants to send the requisitions.
• Requisitions must be received in original form physically at our offices before ticket booking.
• Recipient must have a valid government ID.
• Forms must be already signed by the recipient before being delivered to our offices.
• An additional $10 administrative fee must be added to the ticket value on requisitions.

📋 Other Terms & Conditions

• Rider Express does its best to provide secure and safe bus service. However, where the cause of delay is related to Rider Express and the delay is more than 5 hours, passengers will be given a complimentary voucher or store credit to use within 1 year. It will be issued to the affected part of the travel and may not cover the whole trip.
• Rider Express will NOT be responsible for any inconvenience or extra expenses incurred as a result of delays or cancellations.
• Customers will be sent notices or updates of their scheduled services via emails or phone numbers provided at the time of ticket purchase. Therefore, please make sure to provide correct information. Rider Express will not be responsible for any inconvenience caused as a result of incorrect email or phone number.