RIDE WELL

RIDE WELL is available to anyone in the County of Wellington with the following caveats:

• Customers must be 18 or older to ride the service alone.
• Customers who are 13 to 17 years old can ride the service alone with a Youth Consent Form waiver signed by a parent or guardian and submitted before the ride.

Download a Youth Consent Form

Fill out online Youth Consent Form

• Customers under the age of 13 must be accompanied by a parent or guardian and, 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.

Fares are set at $0.60 per kilometer, per person, with a minimum fare of $5.00 and a maximum fare of $40.00 each way. If you have additional passengers, they're discounted at 50%.

Credit cards* are the only form of payment accepted. 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.

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

All refunds will be provided in ride credits*. Ride credits are shown on the payment screen when booking through the mobile app or website, or in your User Wallet. The following cancellation policy applies to 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.
4. If RIDE WELL is unable to service a pre-booked trip, the rider will automatically be provided a full refund.

*If you wish to be reimbursed to your credit card, please contact the RIDE WELL Support Team. Ride credits will not be reimbursed once they have already been applied to a completed trip.

Occasionally, unforeseen circumstances may prevent RIDE WELL from servicing a scheduled trip. These situations can include driver illness, vehicle issues, traffic delays, road conditions, or disruptions caused by earlier trips.

The RIDE WELL support team makes every effort to notify riders if a scheduled RIDE WELL trip cannot be serviced. If your trip cannot be serviced, you will receive a full refund, and where possible, be offered an alternative option at no additional cost.

RIDE WELL support is available Monday to Friday, from 8:30 am to 4:00 pm, excluding Public Holidays. If unexpected circumstances arise outside these hours, assistance will be provided the next business day. 

Please note: Uber is an independent service from RIDE WELL. Unlike RIDE WELL, Uber permits their drivers to decline or cancel rides. If you have booked a trip with Uber via the RIDE WELL app, you may not receive advance notice of an Uber trip cancellation. In the event your Uber trip is cancelled, you will receive a full refund.

During the final booking step, you can add special instructions for your trip. If you are booking over the phone, please indicate you would like to add special instructions to your trip. 

This information helps make pick-up easier for your driver. You should consider adding special instructions when: 

• There are multiple entrances at your pick-up location
• Your driver should wait in certain spot outside of your pick-up location
• You have a laneway leading to your pick-up address and are advising the driver there is space to reverse their vehicle when they reach your location

Please note: Special instructions cannot be used to change your scheduled pick-up time or request a specific pick-up time within your booking window.

RIDE WELL does not operate on public holidays. Please see a comprehensive list of holidays/non-operating dates below for 2026. 

RIDE WELL service may be non-operational outside these dates as well, due to incidents such as inclement weather. Please see our inclement weather policy for more details.

In the presence of unsafe driving conditions, RIDE WELL service may be delayed or cancelled. Any 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, and/or Instagram), 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.