Our Policy

CANCELLATION AND REFUND POLICY

Rider Express requires at least 24 hours notice for rescheduling or cancellations. Customer call center needs to be contacted for rescheduling or cancellation via email. There is a $30 surcharge for rescheduling that applies for EACH ticket. Refund is given for half value of the ticket only, when customer service is contacted 24 hours prior to departure. Tickets purchased less than 24 hours before departure time CANNOT be changed or refunded. Tickets are non-transferable and shall be only used by original ticket holder. Tickets are valid only for the scheduled date and time intended for. Rider Express is NOT responsible for lost or stolen tickets. Rider Express is NOT responsible for late arrival and NO show and tickets will be void in such cases. Please, make sure to check departure station from www.riderexpress.ca for any changes 24 hours before the departure. Wheelchair bookings require 2 days notice prior to departure. All promotional and campaign tickets are non-refundable. All extras paid for luggage, ski and bike is NON refundable. We do not make currency rate conversion if ticket is paid with USD currency.

LUGGAGE POLICY

One (1) personal item (upto 3 kg) and two (2) check-in luggage is free per passenger/ticket. Additional baggage is $30 for third(3rd) bag and 40$ for fourth (4th) bag and maximum 4 baggage is allowed to be checked in. If there are more than 4 baggage, extra baggage must be booked as parcel. Check-in luggage cannot exceed 23kg/50lb. Oversized and/or overweight items such as hockey bags, furniture, car parts etc. are subject to additional charge of 30$ per item. If the oversize item is an extra luggage where fee applies then both fees apply for the baggage. Oversized item is any baggage over 76 cm/30 inches in length and/or 48 cm/19 inches in width and/or 38cm/15inches in height. Overweight item is anything more than 23kg/50lb and they cannot exceed 27kg/60lb max per luggage. All sports equipment such as ski, bike, snowboard etc. are subject to different charges and they need to be packaged properly. Bike fee is 50$ and Snowboard and Ski fee is 30$ per item when booked in advance. Should the passenger wants to purchase sports equipment ticket in last minute paying at the counter then price for ski bag or snowboard increases to forty ($40) and for bike it is sixty ($60).

ONBOARDING POLICY

Please bring (1) One form of photo ID or (2) Two forms of government issued Non Photo ID for boarding. Smoking is not permitted (including vaping and marijuana) in or around any Rider Express buses and offices. We have ZERO tolerance on ILLEGAL DRUGS, ALCOHOL, WEAPONS, UNRULY BEHAVIOUR and VERBAL OR PHYSICAL ABUSE towards other passengers and staff. This applies to the buses as well as in and around our premises. Offenders will be asked to leave and there will be no refund. No animals can be transported on the coaches. Only, guide and service animals that are trained and registered will be permitted to travel with the person at no additional charge with the proper paperwork. The animal must have the appropriate documentation, or they WILL NOT be permitted to travel. Photography, video and/or audio recordings of any Rider Express personnel, equipment or procedures is strictly prohibited. Carry on luggage and/or items must fit in overhead bins (where available), in front or under the seats or on owner’s lap and SHOULD NOT block other passengers, seats or walkways for safety reasons. Carry on items also must be secured properly.

OTHER TERMS

There may be delay or cancellation caused by different factors such as road closure, mechanical issues or weather conditions where service may not be guaranteed. We do our best to provide the service however, Rider Express is NOT responsible for any inconvenience or expense caused as a result of delays or cancellations. Full version of Rider Express Policy will be taken as main reference, which is available at following link: https://riderexpress.ca/policy/ in a case of dispute.

FREIGHT OPTIONS, TERMS AND CONDITIONS

The cargo has to be properly packaged as to not cause any damages to other freight and the cargo area. If receiver does not show at the stop at the scheduled time to receive the shipment, the bus has to continue its course and a surcharge of 20 dollars is applied on the next delivery attempt. The maximum freight liability is $150.00 per accepted freight. We do not accept freight that has a replacement value of more than $250. Maximum of 23 kgs is allowed for freight. Cargo of more than 23 kgs is subject to additional costs as well as other requirements (both sender and receiver have to be present at loading /unloading and handle the freight themselves). Cargo of more than 23 kgs is only allowed if the route does not require any transfer of the freight. If the receipt is not present at the time of unloading a $50 will be applied as a fee. If you miss your scheduled freight pick up time or decide not to sent freight, only half value voucher will be issued to the sender. Rider Express do not to accept perishable items (e.g. birthday cakes, frozen meat, dry fish, spices) as parcel.