Frequently Asked Questions

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 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, Erin, Rockwood, 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™ can be used for any trip that starts and ends within the boundaries of Wellington County. It is a door to door service within Wellington County and door to bus stop service between Wellington County and the City of Guelph.

There are two designated bus stops (i.e. hubs) in Guelph to choose from:

  1. If entering Guelph from the North, East or West, RIDE WELL drops off at Woodlawn Road Walmart Transit Terminal.
  2. If entering Guelph from the South, RIDE WELL drops off at Pergola Commons Transit Bay located at Poppy Drive and Gordon Street.

Both of these locations give access to the Guelph Transit Express Bus #99, which runs into and out of downtown Guelph every 10 minutes. 

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?

Using the RIDE WELL™ App, website, or toll-free phone number.

Learn more

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. For example, traveling from Arthur to Guelph (38km) would cost $22.80 per person.
How do I pay?

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 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
Denny's Bus Line Bus Erin, Rockwood, Guelph Thursdays 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

For trips to the City of Guelph, the County’s RIDE WELL™ service will drop off at either a north transfer point (SmartCentres Guelph on Woodlawn Road) or a south transfer point (Pergola Commons on Poppy Drive E).

Read the Guelph Transit bus schedule

Will there be an opportunity to reassess where drop off points in Guelph are located?
Yes, in future there will be. The rationale is that we have a limited number of vehicles available to service the County. If we venture too far into Guelph, this limits our ability to provide this service. The current transfer points were determined based on shopping options and integration with other transit options within Guelph.
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

© 2019 County of Wellington, 74 Woolwich St. Guelph, Ontario N1H 3T9, T 519.837.2600, TF 1.800.663.0750, F 519.837.1909