Late pickup? Your ride is free.†
Measured from your confirmed pickup time. Applied automatically — no claim to file.
Who's covered†Comfort · address pickups (covered)Extra Care · address pickups (covered)Essential · not covered (not covered)Airport Pickup · not covered (not covered)
How it works.
Summary · final wording under legal review- Your pickup time is confirmed.The guarantee is measured from the pickup time in your booking confirmation.
- More than 5 minutes late?If your driver arrives more than 5 minutes after that time for a reason within our control, the guarantee applies.
- We apply it automatically.You can still take the ride. We don't charge your transportation fare, or we refund it if it was already charged.
Who's eligible.
- Service
- Comfort and Extra Care
- Essential is not covered
- Type of pickup
- Standard pickups from an address, such as an Airport Drop-off
- Airport Pickup is not covered
- Area and time
- 7 AM – 6 PM: pickups in Base, +$10 and +$20 areas.
- 6 PM – 7 AM: eligible pickups in other areas can qualify too.
- Changes
- If we confirm a change to your pickup time or address, the guarantee follows the new details.
- If you share a ride, only the first pickup qualifies.
Area is based on your pickup address. Find your area
What's free.
Your transportation fare: the service fare, any zone charge, any vehicle charge and the HST on them. One remedy per booking.
Add-ons you received, such as Tim Hortons, are still charged. Add-ons we couldn't provide are never charged.
Pay Online
We don't collect the covered amount. If it was already charged, we start the refund within 1 business day. Your bank may take longer to post it.
Pay in the Vehicle
You won't be asked to pay the covered amount.
What it doesn't cover.
- Your arrival time
- It's a pickup guarantee. It covers when your driver arrives to pick you up, not when you reach your destination.
- Events outside our control
- Severe weather, official travel restrictions, major road closures, collisions or emergency activity, and similar events that make a safe, timely pickup impracticable.
- Never an excuse
- Normal traffic, our own scheduling, an earlier ride running late, ordinary vehicle problems and announced construction.
- Safety first
- We never ask a driver to drive unsafely to be on time.
If we're running late.
We'll tell you as early as we can, with a new arrival time. If the guarantee is likely to apply, we'll say so. You still don't need to do anything.