Register and Manage Your Trip

 How to Register for a RIDE WELLᴼᴹ Account

You can register for a RIDE WELLᴼᴹ account in the following ways:

Smartphone or Tablet

1. Search for "RIDE WELLᴼᴹ" in your preferred app store and install the app. Get it on Google Play or download on the Apple Store.
2. Register your account by providing your name, phone number, email, and payment information.

Website

1. Visit the RIDE WELLᴼᴹ booking website.
2. Set up your RIDE WELLᴼᴹ account by providing your name, phone number, and email.
3. Provide payment information when you book a trip.

Over the Phone 

1. Call the RIDE WELLᴼᴹ toll-free service number: 1.833.900.RIDE (7433), available from Monday to Friday between the hours of 8:30am - 4:30pm
   *Note: This phone number is only for booking and registration. Feedback, comments, and general inquiries about the RIDE WELL programme can be made by filling out our feedback form.
2. Set up your RIDE WELLᴼᴹ account by providing your name and phone number.

If you are not comfortable creating a RIDE WELLᴼᴹ account or booking a trip, consider asking a friend, family member, or staff member at your care facility to help you.

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

 How to Book your Ride

In the App or on the Website:

1. Enter your desired pick-up and drop-off locations.
2. Press “Find Rides”. You can search minutes, hours, or up to 7 days in advance.
3. Review ride options and select the ride you would like. You are provided with pick-up times and arrive-by times. Our drivers will only wait for 5 minutes at the time of arrival, so we ask that you please be prepared at your pick-up location for the entire 15 minute pick-up window.

Over the Phone:

When speaking to the Phone Operator, please provide the following so they can book your trip:

1. Travel date(s) and time(s)
2. Pick-up and drop-off locations
3. Payment information

Please Note: 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. Waivers then need to be forwarded to ecdev@wellington.ca and presented to the driver before entering the vehicle.

Download a youth consent form

Accessible Rides: Must be booked by phone (1.833.900.7433), 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.

 Preparing for your Ride

To prepare for your driver:

1. Walk to your pick up point.
2. If you are using the RIDE WELLᴼᴹ app, you can track your ride in real-time as it comes to pick you up.
3. Your RIDE WELLᴼᴹ driver will arrive and verify your name before departing.
4. RIDE WELLᴼᴹ vehicles can be identified by the black and white logo in the windows of the vehicle. The mobile app/website will also have a description of your driver's vehicle make and model.

 Paying for your Ride

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 are accepted with the exception of Discover Card and American Express.

RIDE WELLᴼᴹ fares are charged per person. Fares are set at $0.60 per kilometre, 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.

Please note: If you plan to take a different service prior to, or following your RIDE WELLᴼᴹ ride, you will need to purchase the fare with the other service provider as per their policies.

 Cancelling your Ride

All refunds will be provided in ride credits. Ride credits are shown on the payment screen when booking through either the mobile app or website. The following cancellation policy applies to any and all cancellations:

1. If a rider cancels their ride more than 5 minutes after they are sent the "vehicle on the way" message (or when this is shown in their app) or the vehicle has driven more than 4km, whichever occurs first, the rider is credited their ride amount less a $3.50 cancellation fee.
2. If a rider does not show up for pickup within 5 minutes, they are credited their ride amount less a $5.00 no-show fee.
3. If a rider is shown on their app that the driver is going to be more than 15 minutes late for pickup or 15 minutes late for their drop-off and they cancel their ride or are a no-show, they are given full refund in ride credits.