Our Policy

 CANCELLATION / REFUND POLICY

1. Rider Express requires at least twenty four (24) hours (before the departure time of the service) notice for rescheduling requests. Customer call center at 1-833-583-3636 needs to be contacted for rescheduling or an email at contact@riderexpress.ca , needs to be sent with full details of the ticket and the date to be rescheduled. If ticket is booked less than 24 hours until travel time the ticket cannot be changed or rescheduled. No refund or voucher will be issued for such cases.
2. There is a $30 surcharge for rescheduling. For tickets priced under $70 the fee is $20. The surcharge applies for each ticket individually.
3. Refund requests must be received at least 24 hours before the departure time and tickets are refundable for 50% or half value of the ticket only. 
4. Promotional tickets cannot be refunded nor rescheduled
5. Tickets are non-transferable. Tickets can only be used by passenger who has his/her name on original ticket.
6. Tickets are valid ONLY for the scheduled date and time that was purchased for and any missed trips require a new fare. 
7. Rider Express is not responsible for lost or stolen tickets.
8. Rider Express is not responsible for late arrival and no show ups. Missed tickets will be void and cannot be used for another time.
9. Rider Express is not responsible for delays and/or service cancellations resulted by force majeure situations such as bad weather, road closures, accidents and any other factor which is not in direct control of the company.
10. Make sure to check your departure station from www.riderexpress.ca for any changes 24 hours before the departure. 

LUGGAGE POLICY

1. One (1) carry-on baggage and two (2) luggage is free per passenger. Additional luggage is $20 per luggage up to five (5) bags.
2. The carry on should be placed in the overhead bins or under the passenger seat. It must not weigh more than seven kgs (7 kgs or 15lbs). Carry on bags cannot be placed on seats due to safety concerns. The isle must be kept clear of carry on items. 
3. Bus overhead luggage compartment can only allow a baggage which is 7 kg MAX in weight and 2 feet by 2 feet in size.
4. Maximum five (5) baggage is allowed to check in. Total maximum weight for checked in luggage is 115kg or 250lbs (23 Kgs or 50lbs per baggage). If there are more than 5 bags please refer to parcel booking section on the website.
5. Oversized and overweight items such as snowboard, ski, ski poles, furniture, car parts etc. are subject to additional charges. Overweight items cannot exceed 27kgs per luggage.  Oversized items are any baggage over 76 cm/30 inches in length and/or 48 cm/19 inches in width. 
6. All sports equipment must be properly packed in appropriate bags or boxes.
7. Bikes are allowed on the buses with extra 50$ charge and they need to be wrapped or boxed in a manner that sharp edges and greasy parts will not damage other luggage as well as protecting the bike itself from potential damage

DAMAGED/LOST/ABANDONED LUGGAGE

1. The maximum baggage liability is $100 per person/ticket including bikes.  
2. Rider Express will not be liable for any extra compensation other than stated above for lost luggage
3. Rider Express does not accept liability for loss or damage to unchecked baggage carried on board, or items that do not comply with our policies stated above. It is passenger’s responsibility to collect any baggage and carry on items after the trip
4. Any damage must be reported to Rider Express within 24 hours or claim may be refused.
5. Lost & Found items found on board our coaches or in one of our offices will be kept for a period of 30 days before being disposed of.
6. Abandoned luggage will be disposed of after 7 days without consent of the traveller as Rider Express does not have any storage services.

PROTECTION OF LUGGAGE

1. 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 not to damage other luggage. It is important that items of a breakable nature (TV’s) or those that contain pointy (ski poles) or greasy (bike chains) parts are secured by a box, suitable covering, or plastic wrap/bags.
2. 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 things like suitcases, duffel bags, toolboxes, trunks, storage containers, and securely taped cardboard boxes.
3. To avoid luggage mix-ups, it is recommended that you place a visible identifier on your stored luggage including a luggage tag with your name, address, and phone number. Rider Express is not responsible for a passenger picking up the wrong piece of luggage.
4. 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 on to the coach. 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.
5. Please ensure you clearly advise the representative loading the luggage of your arrival point, to ensure your luggage is placed into the appropriate compartment

WHEELCHAIR POLICY

Our buses are able to accept the following wheelchairs types:

1. Standard Wheelchair with dimension of: 42″ L x 36″ W
2. Electrical Wheelchair with dimension of: 42″ L x 36″ W
3. We allow 2 wheelchair(s) space for per trip, which is equivalent to 12 regular seats.
4. Maximum weight accepted is 660 pounds or 300kg.
5. Wheelchair bookings require two (2) days or 48 hours notice prior to departure and request details must be sent to contact@riderexpress.ca

PETS AND ANIMAL POLICY

1. Only qualified service dogs, described under Service Dogs Act, are allowed to travel on our buses free of charge.  
2. Therapy pets and/or emotional support animals are not allowed.
3. A government issued certificate or ID of the animal needs to be sent to contact@riderexpress.ca , 48 hours prior to the trip to gain an approval.  
4. 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 should be taken but not limited to: Prevention of dog hair shedding by wearing it some sort of protective garment, make sure the animal does not spoil the bus interiors etc.  
5. Please collaborate with drivers and agents on implementing these policies. Your co-operation is much appreciated

BOARDING POLICY

1. Passengers must arrive to the departure stops at least 15 minutes prior to departure time. If arrival is later than 15minutes, a passenger may be considered and marked as no show.   
2. One (1) piece of government issued photo ID or two (2) pieces of non photo government issued ID is required for all passengers over 18 at the time of check in.  For minors under 18 we require birth certificates and/or health cards or any other government issued ID.  
3. Copies or photos of photo ID’s are acceptable but copies of non photo ID’s are not accepted.  
4. We have ZERO tolerance on smoking (including vaping and marijuana) in or around any Rider Express Transportation buses and offices.  
5. We have ZERO tolerance on ILLEGAL DRUGS, ALCOHOL, WEAPONS, VERBAL OR PHYSICAL ABUSE (towards other passengers and staff) and/or any UNRULY BEHAVIOR. This applies to the buses as well as any offices belonging to the company. You will be asked to leave buses or premises if this rule is not followed. There will be no refund or rescheduling if a passenger is asked to leave the buses or premises for the reasons explained above. Also passenger will not be able to use our services in the future.  
6. Rider Express’ extra space policy requires passengers purchasing a second seat if a passenger unable to sit in their seat without encroaching into the next seat or into the isle while the armrest is down for the interest of safety and comfort of our passengers.

OTHER TERMS AND CONDITIONS

1. Rider Express does its best to provide the secure and safe bus service to our customers.  However, where the cause of delay is related to Rider Express and delay is more than 5 hours passengers will be given a complimentary voucher or store credit to use within 1 year and it will be issued to affected part of the travel and may not cover whole trip.  
2. Rider Express will NOT be responsible for any inconvenience or extra expenses incurred as a result of delays or cancellations.   
3. Customers will be sent out 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.

MINOR AND CHILDREN POLICY

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

1. Customers are welcome to use child safety seats that are equipped with the 3-point harness, providing 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
2. Children above the age of 13 (including 13) can travel unaccompanied on Rider Express buses. However, we highly recommend parent or guardian’s assistance while boarding and disembarking the bus.
3. Children under the age of 13 must be accompanied by someone who is at least 16 or older.
4. Children under the age of 2 (less than 2 years of age) travel for free if following conditions are met:

• Accompanied by an adult or a minor who is at least 16 years of age or older
• Will not occupy a seat
• One free child under 2 years of age for one person/ticket. ( E.g. one ticket must be purchased for twins under 2 year old if one parent travelling only).  

OBJECTIONABLE PERSONS POLICY

Rider Express reserves the right to refuse to transport a person in 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 person);
• 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 not limited to strong perfumes, lotions, body odour etc.
• Objectionable person/s 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 OR REQUISITIONS POLICY

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

1. Rider express must have an agreement with organization who wants to send the requisitions
2. Requisitions must be received in original form physically to our offices before ticket booking 
3. Recipient must have a valid government ID 
4. Forms must be already signed by recipient before delivered to our offices
5. Additional $10 cost of admin fee must be added to ticket value on requisitions.

Rider Express