Frequently Asked Questions

• 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. Please note: the consent form needs to be signed, scanned, and sent to ecdev@wellington.ca before the rider can take Ride Well. Once signed and submitted, the rider does not need to show the driver any identification;
  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 WELLᴼᴹ vehicles.

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.

• It is recommended that customers book at least 3 hours before their requested trip to secure a spot in a RIDE WELLᴼᴹ vehicle.
• Once you’ve requested service, the RIDE WELLᴼᴹ 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 five minutes.
• You can track the ride coming to pick you up, and will be notified if the vehicle is running 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

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

• Tested positive for COVID-19.
• Are feeling unwell and/or have any of the following symptoms:
  • fever
  • new onset of cough
  • difficulty breathing
  • chills
  • fatigue, malaise, myalgia (muscle aches)
  • headache
  • sore throat
  • runny, stuffy or congested nose
  • lost sense of smell or taste
  • difficulty swallowing
  • digestive issues (nausea/vomiting, diarrhea, stomach pain) or
  • for young children and infants: sluggishness or lack of appetite; multisystem inflammatory vasculitis
• If you have had close contact with either a confirmed or probable case of COVID-19. 

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 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.

What kind of vehicles are used?

What does the RIDE WELLᴼᴹ vehicle look like?

• You can bring luggage or grocery bags on board and place them in the trunk. Please ensure that all items are properly bagged or packaged to avoid damage to the vehicles.
• Luggage and large items must be able to 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.
• The RIDE WELLᴼᴹ driver will have the final decision on items that are improperly packaged/sealed. They may decline to allow items into the vehicle that risk damaging their vehicle and/or creating an unsafe environment (e.g. blocking vision).

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.

Learn more

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.

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.

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.

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.

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.

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