Frequently Asked Questions

Frequently Asked Questions (FAQs)

What is Ride Well doing about COVID-19?

We have updated our terms and conditions to the following:

We are asking the public to NOT BOOK OR ENTER RIDE WELL VEHICLES if you have:

  • Any of the following symptoms:
    • Flu/cold-like
    • Fever
    • Cough
    • Difficulty breathing
    • Pneumonia
  • Travelled on a cruise ship or travelled outside Canada in the past 14 days. As recommended by the Government of Canada's COVID-19 Travel Advice website
  • If you have had close contact with either a confirmed or probable case of COVID-19.  

Drivers are equipped with disinfectant wipes and sanitizer to wipe down surfaces of the vehicles throughout the day.

For more information about COVID-19, please visit Wellington County's page.

What is ridesharing?
Rideshare is a term that means sharing a ride with other passengers in a vehicle. Wellington County’s RIDE WELL™ programme is an on-demand, publicly funded transportation service that follows a rideshare model and uses full-time, permanent drivers in dedicated vehicles. There may be up to four customers in the vehicle at one time, and rides may not be direct because the driver may pick-up/drop-off other customers on the way.
Do I have to share my ride?
Yes, Wellington County’s RIDE WELL™ programme is an on-demand, publicly funded transportation service that follows a rideshare model. There may be up to four customers in the vehicle at one time. You may be able to hire a Taxi or other on-demand vehicle for hire service exclusively for one person.
Is ridesharing safe?
As per the County by-law (5605-19) for rideshare services and the agreement with RideCo, ridesharing vehicles and drivers must meet a high-standard before they can operate. RideCo is working with its drivers to provide training for quality on-demand service. All drivers in the programme complete background checks and appropriate training.
Who can use RIDE WELL™?
RIDE WELL™ is available to anyone in the County of Wellington.
  • Customers must be 18 or older to ride the service alone;
  • Customers between 13 and 17 can ride the service if a waiver is signed by a parent or guardian;
    Download a youth consent form
  • In accordance with Ontario's Highway Traffic Act, car seat guidelines. Customers are responsible for providing a car seat or booster seat if travelling with young children. Customers are responsible for securely installing and uninstalling the car seat or booster seat for their trip in RIDE WELL™ vehicles.
When should I use RIDE WELL™ versus other available transportation options?

Depending on your specific trip needs, you can choose the right option for you. The following table shows some of the key transportation services in Wellington County and when it is best to use them.

Transportation options When it is best to use this type of service
RIDE WELL™
  • Weekdays between 6:00 am - 7:00 pm
  • For longer trips, it is a more affordable door-to-door service within the County
  • If you are travelling alone and don’t mind sharing a ride with a neighbour to reduce your fare
  • Transferring to Guelph at North or South hubs
Local Taxi
  • Evenings and weekends
  • If you are pressed for time and want a more direct service to your destination
  • If you are travelling in a group of 2 or more individuals
  • For short distances within an urban area
Community Care Agency Services
  • Medical appointments for people registered with a particular agency
  • Specialized services for seniors and accessible equipment for people with disabilities
  • Social Service and other required appointments for low income residents
Express Buses
  • Daily or weekly express service for commuting to work in the morning (Southbound) and in the evening (Northbound) for preset stops in Mount Forest, Arthur, Fergus, Elora, and Guelph.
  • Some specialized services (e.g., direct to Elora Casino)
Are there service guidelines?
  • It is recommended that customers book at least 3 hours before their requested trip to secure a spot in a RIDE WELL™ vehicle.
  • Once you’ve requested service, the RIDE WELL™ App or Phone Operator will inform you of what time the vehicle will arrive to pick you up.
  • When you request a ride, be ready. The maximum time the vehicle will wait for you at your requested pick-up location is two minutes.
  • You can track the ride coming to pick you up, and will be notified if the vehicle will be more than 10 minutes late.
  • A cancellation fee will apply if you miss the RIDE WELL pick-up time or cancel your trip after the driver has already been assigned and driving to pick you up.

Read our Cancellation Policy

When does RIDE WELL™ operate?

Monday to Friday, 6:00 am to 7:00 pm. Vehicles operate between these hours only. Rides cannot be booked that would arrive or depart outside of service hours.

Phone bookings must be done between the hours of 8:30 am and 4:30 pm

*Please note: RIDE WELL does not offer service on Statutory Holidays.

How far does the service go?

RIDE WELL™ extends the entire boundary of Wellington County. The service offers door-to-door transportation to and from any address in the County of Wellington without restriction. RIDE WELL also offers door-to-door transportation to and from any address in the City of Guelph, so long as the ride starts or ends in Wellington County.

What kind of vehicles are used?

Four door sedan vehicles with a maximum occupancy of four passengers and one driver. The RIDE WELL™ logo will be visible on the side the vehicle.

What does the RIDE WELL™ vehicle look like?

The RIDE WELL™ logo will be visible on the side the vehicle.RIDE WELL Logo
How much luggage can I bring into the vehicle?
  • You can bring luggage or grocery bags on board, but they cannot be placed on seats if other passengers require them. Luggage or large items must fit in the trunk of the vehicle.
  • You are responsible for loading/unloading your belongings.
  • One carry-on item (e.g., purse) is allowed with passengers at their seat.
  • For safety and security reasons, the RIDE WELL™ driver has the final decision on what is allowed in the vehicle during your trip.
Will I be able to bring food into the vehicles?
To ensure allergen safety of fellow passengers and the cleanliness of RIDE WELL™ vehicles, we ask that passengers do not bring open-packaged food or beverages into their RIDE WELL™ vehicles.
Can I bring my pet into the RIDE WELL™ vehicle?
Only service animals are permitted to ride in RIDE WELL™ vehicles. There is no cost for service animals; however, they must have an identification tag confirming their service role. Service animals are defined as an animal that is used by persons with a disability.
How do I book a vehicle?

You can book a ride using the RIDE WELL™ App, website, or toll-free phone number.

Learn more

Can I register for an account with a landline telephone number?

Yes! Registration can be completed with a landline telephone number, however landline numbers will need to be verified manually. We ask that upon registering with a landline, please email jamesv@wellington.ca your name and the registered phone number to have it verified.

Can I pre-book a batch of rides?

Yes, this is allowed. Customers can book any number of rides up to a maximum of 7 days in advance. For example, a person could book rides to and from an appointment, one week in advance.

How much does it cost?
RIDE WELL™ fares are charged per person. Fares are set at $0.60 per kilometer, with a minimum fare of $5.00 and a maximum fare of $40.00 each way. For example, traveling one way from Arthur to Guelph (38km) would cost approximately $22.80 per person.
How do I pay?

Credit cards and most debit-credit cards are the only form of payment accepted for RIDE WELL™ rides. Customers will input their credit card information into the app or website prior to booking their rides. If booking by phone, a phone operator will assist you in setting up an account and booking rides with your credit card.

Customers only need to pay their generated fares with their credit cards; no tipping is required.

*All major Credit Cards and most debit-credit cards are accepted with the exception of Discover Card and American Express.

Can I transfer during my trip?

Yes. To improve connectivity and mobility options, RIDE WELL™ will eventually display other services with transfer stops along primary corridors in Wellington County. At these stops, customers will exit RIDE WELL™ and board a partnered service and pay that service’s respective fare. At this time, the app does not display partner services and therefore we ask customers to coordinate their own trips. A list of potential partner services are shown in the table below.

Name Vehicle Stops Service Frequency
Elliott Bus Lines Bus Elora, Fergus, Guelph Daily in AM and PM
Ayr Coach Lines Bus Elements Casino, Elora to Guelph Monday, Tuesday, and Wednesday (PM)
Elora Fergus Accessible Taxi Accessible van Elora and Fergus to Guelph On-demand
Can I take Ride Well in Guelph?
Yes! As of April 1, 2020, RIDE WELL™ now extends door-to-door transportation into the City of Guelph for any ride that begins or ends in Wellington County.
What happens with there is inclement or bad weather?

Driving conditions on our rural county roads are not always safe for both drivers and passengers. In the presence of unsafe driving conditions, the RIDE WELL™ service may be cancelled. Any and all rides that are cancelled as a result of poor weather conditions will be fully refunded. Notice of cancellations will be posted on Wellington County social media (Facebook, Twitter), on www.ridewell.ca, and on the mobile app and website. Our toll-free phone line, 1.833.900.RIDE (7433), will also have details of cancellations.

How is accessible service provided?
Accessible rides must be booked by phone, Monday to Friday between 8:30 am to 4:30 pm excluding Statutory Holidays. At the time of the call, please express a need for an accessible vehicle so our phone operators can book accordingly. We recommend that these accessible vehicle calls occur a minimum of 24 hours in advance of the ride, but same-day bookings will try to be accommodated.
Can I be a driver?

If you are interested in becoming a driver for RIDE WELL™, please contact RideCo by email at ridewelldrivers@rideco.com.

Subscribe to the RIDE WELL Newsletter

© 2020 County of Wellington, 74 Woolwich St. Guelph, Ontario N1H 3T9, T 519.837.2600, TF 1.800.663.0750, F 519.837.1909