Frequently Asked Questions (FAQs)
What is ridesharing? | ||||||||||||||||
Rideshare is a term that means sharing a ride with other passengers in a vehicle. Wellington County’s RIDE WELLᴼᴹ 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 three 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 WELLᴼᴹ programme is an on-demand, publicly funded transportation service that follows a rideshare model. There may be up to three 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 works with their drivers to provide training for quality on-demand service. All drivers in the programme complete background checks and appropriate training. | ||||||||||||||||
Who can use RIDE WELLᴼᴹ? | ||||||||||||||||
RIDE WELLᴼᴹ is available to anyone in the County of Wellington.
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When should I use RIDE WELLᴼᴹ 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.
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Are there service guidelines? | ||||||||||||||||
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Can I use RIDE WELLᴼᴹ if I have COVID-19 or am feeling unwell? | ||||||||||||||||
We are asking the public to NOT BOOK OR ENTER RIDE WELL VEHICLES if you have:
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When does RIDE WELLᴼᴹ 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. |
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How far does the service go? |
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RIDE WELLᴼᴹ 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. |
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What kind of vehicles are used? |
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Four door vehicles with a maximum occupancy of three passengers and one driver. The RIDE WELLᴼᴹ logo will be visible through the windshield of the vehicle. | ||||||||||||||||
What does the RIDE WELLᴼᴹ vehicle look like? |
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How much luggage can I bring into the vehicle? | ||||||||||||||||
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Will I be able to bring food into the vehicles? | ||||||||||||||||
To ensure allergen safety of fellow passengers and the cleanliness of RIDE WELLᴼᴹ vehicles, we ask that passengers do not bring open-packaged food or beverages into their RIDE WELLᴼᴹ vehicles. | ||||||||||||||||
Can I bring my pet into the RIDE WELLᴼᴹ vehicle? | ||||||||||||||||
Only service animals are permitted to ride in RIDE WELLᴼᴹ vehicles. There is no cost for service animals; however, they must have an identification tag confirming their service role. Service animals do not need to be crated and are expected to occupy the floor space in the vehicle. 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 WELLᴼᴹ App, website, or toll-free phone number at 1.833.900.RIDE (7433) You can book any number of rides up to 7 days in advance. For same-day bookings, we recommend booking at least 3 hours in advance and the earlier the better. |
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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 ecdev@wellington.ca your name and the registered phone number to have it verified. |
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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. |
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How much does it cost? | ||||||||||||||||
RIDE WELLᴼᴹ 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, travelling 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 WELLᴼᴹ 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. |
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Can I transfer during my trip? | ||||||||||||||||
Yes. To improve connectivity and mobility options, RIDE WELLᴼᴹ will eventually display other services with transfer stops along primary corridors in Wellington County. At these stops, customers will exit RIDE WELLᴼᴹ 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.
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Can I take RIDE WELL in Guelph? | ||||||||||||||||
Yes! RIDE WELLᴼᴹ extends door-to-door transportation into the City of Guelph for any ride that begins or ends in Wellington County. | ||||||||||||||||
What happens if 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 WELLᴼᴹ 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. |
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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 WELLᴼᴹ, please contact RideCo. by email at ridewelldrivers@rideco.com. |
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