Manage Your Trip

Manage Your Trip

Ready to use RIDE WELL™? Learn how to manage your trip below.

Book Your Trip  Take Your Trip  Pay for Your Trip  Cancel Your Trip


Book Your Trip

In the App or on the Website:

  1. Enter your desired pick-up and drop-off locations. You can click on a location on the map or choose from the list of transfer stop locations to catch one of the partner services.
  2. Press “Find Rides”. You can search minutes, hours, or up to 3 days in advance.
  3. Review ride options and select the ride you would like. You will be provided with a pick-up time. If you are travelling without a smartphone, you will be provided with real-time trip information via text message.

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

Take Your Trip

  1. Walk to your pick up point or transfer stop location. Transfer stops are indicated by a stop marker.
  2. If you are using the RIDE WELL™ app, you can track your ride in real-time as it comes to pick you up.
  3. Your RIDE WELL™ driver will arrive and verify your name before departing.
  4. RIDE WELL™ vehicles can be identified by their black and white logo affixed to the side of the vehicle.

Pay for Your Trip

When booking your trip, you will be asked to pay for your ticket the following ways:

Starting your trip with RIDE WELL™ Transferring to a Partner Service
App booking: Pay electronically with the credit card on your RIDE WELL™ account. (RIDE WELL™ drivers do not accept cash). Purchase your fare with the Partner Service operator per their policy.
Website or Phone booking: Provide your financial information (e.g., credit card) on the Website or to the Phone Operator to pay for your booking. Tell the driver your name when boarding the vehicle.  The driver will confirm your booking on the RIDE WELL™ app. Purchase your fare with the Partner Service operator per their policy.
Starting your trip on a Partner Service Transferring to RIDE WELL™
Purchase your fare with the Partner Service operator per their policy. App booking: Pay electronically with the credit card on your RIDE WELL™ account. (RIDE WELL™ drivers do not accept cash).
Purchase your fare with the Partner Service operator per their policy. Website or Phone booking: Provide your financial information (e.g., credit card) on the Website or to the Phone Operator to pay for your booking.  Tell the driver your name when boarding the vehicle.  The driver will confirm your booking on the RIDE WELL™ app.

Cancel Your Trip

RIDE WELL has the following cancellation, no-show, and late policies to ensure the system works efficiently and fairly for all users.

  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, 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 credit for the ride.

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