FAQs

Trips with accessible vehicles are booked the same way as all RIDE WELL trips. You may book trips yourself on the RIDE WELL mobile app or online booking website. To ensure you are only seeing results for vehicles with ramp access, please select the passenger type “Passenger with a Mobility Aid”. An instructional guide to booking video is available online.

If you require assistance with booking your trip, please call our toll-free number at 1.833.900.RIDE (7433) from Monday to Friday between 8:30 am – 4:30 pm. Please let them know you are looking to book an accessible trip, so they can ensure a vehicle with ramp access is booked.

The accessible vehicles primarily service individuals with mobility aids, such as wheelchairs or scooters who are not able to access RIDE WELL’s standard vehicles.

To receive two-week advance booking, the Accessible Transit Application Form has to be completed in full and approved.

Yes, seven-day advance booking is available for RIDE WELL accessible vans without completion of an Accessible Transit Application Form. The Accessible Transit Application Form allows eligible users to book up to 14 days in advance to ensure passengers that require a vehicle with ramp access will have an earlier opportunity to book vehicles that can accommodate those trips.

Accessible trips can be booked up to seven days in advance, or up to 14 days in advance following completion of our Accessible Transit Application Form. We recommend booking your trip(s) as soon as possible to have the best possible chance of securing your desired trip.

All RIDE WELL 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%.

RIDE WELL's accessible transit drivers offer curb-to-curb assistance to passengers. This means drivers are fully trained to offer hands-on help from the curb into the vehicle and back to the curb at the destination, including the safe securement of any mobility devices. For the safety and liability of everyone involved, drivers are not permitted to enter private residences or accompany passengers inside facilities.

If you are looking for additional support (e.g., patient transfer, non-emergency transportation to long-distance medical appointments, etc.), please visit www.wwhealthline.ca for a list of resources.

RIDE WELL accessible vehicles can accommodate up to three passengers total. If you are travelling with an additional passenger who does not use a mobility aid, please select the passenger type that best matches their description when booking:

• Adult – Ages 18 and above
• Youth/Children – Under the age of 18
• Senior – Ages 60 and above
• Passenger with a Walker (Foldable) – Individuals travelling with a walker that can be folded into a trunk

If you require an attendant to travel with you for medical reasons, please complete the RIDE WELL Accessible Transit Application Form. If approved, you will be provided with a coupon code so your designated attendant can accompany you free of charge.

If you use a walker that can be folded into the trunk of a vehicle, please book your trip with the passenger type, “Passenger with a Walker (Foldable)”.

If your walker cannot be folded into a trunk, or if you require more assistance accessing the vehicle, please book your trip with the passenger type, “Passenger with a Mobility Aid”.

If search results show no available trips at your desired trip time, it is likely because the RIDE WELL accessible vehicle has no availability to service the trip you have searched. Altering your search parameters, such as your pick-up date or time, may display more search results. 

Please be advised that the RIDE WELL service is in high demand, and ride schedules can fill up quickly. We recommend booking your trip(s) as soon as possible to have the best possible chance of securing your desired trip.

Learn about alternative transportation resources.

Rideshare means just that – you’ll be sharing your RIDE WELL ride with other passengers. There may be up to three customers in the vehicle at one time, and rides may not be direct to your destination if the driver needs to pick-up/drop-off other customers along the way.

To use RIDE WELL, yes, you may be paired with other passengers. If you do not wish to share your ride, other on-demand services, such as taxis, may service exclusively one person. 

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

• Customers must be 18 years old 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 Youth Consent Form 

Fill out online Youth Consent Form

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

We provide ridesharing transportation on Monday to Friday, from 6:00 am to 7:00 pm. Vehicles operate between these hours only. 

Please note that rides cannot be booked that would arrive or depart outside of service hours and 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 Public Holidays.

RIDE WELL 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.

Yes! RIDE WELL extends door-to-door transportation into the City of Guelph for any ride that begins or ends in Wellington County.

RIDE WELL fares are set at $0.60 per kilometre, per person, 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.

If you require multiple seats in a RIDE WELL vehicle, you may simply add an additional passenger to your booking. Every additional passenger will be discounted at 50% on a booking.

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RIDE WELL uses four door vehicles with a maximum occupancy of three passengers and one driver. You can recognize our vehicles by the RIDE WELL logo, which is visible through the windshield. 

RIDE WELL's accessible trips are serviced by four door vans with ramp access. There is one space inside for a passenger with a mobility aid. The maximum occupancy is three passengers.

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.

Yes, you can use RIDE WELL to connect to other services, including:

For now, customers must coordinate their own trip with the other service providers, but we're working to enhance RIDE WELL to improve connectivity and mobility options.

Wellington County by-law (5605-19) for rideshare services and the agreement with RideCo both dictate the high standards we expect from our ridesharing vehicles and drivers.

RideCo works with drivers to provide training for safety and quality on-demand service.

Customers can rest assure that all drivers in the programme complete background checks and appropriate training.

If you are interested in becoming a driver for RIDE WELL, please contact RideCo by email.

We're always happy to hear your feedback! 

Submit Feedback

Using the mobile app or website, RIDE WELL customers may also rate their drivers out of five stars at the end of each trip. 

Your feedback is crucial to maintaining a high-quality service.

1. Visit the website, get the app, or call 1.833.900.RIDE (7433) to register for an account. 
2. Enter your pick-up and drop-off addresses. 
3. Choose a time between 6:00 am and 7:00 pm, Monday to Friday. 
4. Book and pay for your trip with a credit card.

You can register for a RIDE WELL account using the RIDE WELL mobile app, booking website, or with the assistance of a phone operator at 1.833.900.RIDE (7433). To register for an account, you will need to provide your name, a phone number, and an email address.

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

Please be aware, if you register with a landline number, you will not receive live ride updates, including potential communications about cancellations and delays.

You can book a ride using the RIDE WELL App, website, or toll-free phone number at 1.833.900.RIDE (7433).

Yes, customers can book any number of rides up to a maximum of seven days in advance. 

We recommend that customers book at least 24 hours before their requested trip to secure a spot in a RIDE WELL vehicle. If you are booking for an important appointment, we recommend booking seven days in advance.

If search results show no available trips at your desired trip time, it may be because RIDE WELL has no availability to service the trip you have searched. Altering your search parameters, such as your pick-up date or time, may display more search results. 

Please be advised that the RIDE WELL service is in high demand, and ride schedules can fill up quickly. We recommend booking your trip(s) as soon as possible to have the best possible chance of securing your desired trip.

Learn about alternative transportation resources.

Once you’ve requested service, the RIDE WELL app, website, or phone operator will inform you of what time the vehicle will arrive to pick you up.

Rides are booked in 20-minute pick-up windows. We ask that you please be prepared at your pick-up location for the entire 20-minute pick-up window, as drivers can arrive at any point during this window.

On the app and website, you can track the ride coming to pick you up and will be notified if the vehicle is running late.

Please be ready at the pick-up time - the maximum time the vehicle will wait for you at your requested pick-up location is five minutes and a cancellation fee will apply if you miss the ride. Please see our Cancellation Policy for details.

If you need to update your trip details (such as your pick-up or drop-off address, or your pick-up window), you must cancel your existing ride and book a new one with the updated information.

Please note that rebooking does not guarantee a new trip will be available. Availability depends on your location, destination, and driver availability.

Rides can be rebooked through the RIDE WELL app or booking website. Alternatively, for assistance with rebooking your ride, please contact the toll-free booking number at 1.833.900.RIDE (7433).

Trips can be cancelled on the RIDE WELL mobile app and booking website under “My Journeys”. Select the trip you wish to cancel, then tap Cancel my ride and confirm to cancel your trip. For assistance with trip cancellations, please call 1.833.900.RIDE (7433).

Your refund will be issued automatically as ride credits. If you would prefer to be reimbursed to your credit card, please contact the RIDE WELL Support Team.

 Please see our Cancellation Policy for more details.

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 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 when they arrive at 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.

Drivers will pick you up in your driveway or laneway if it is safe for them to do so upon arrival.

For individuals with laneways, please ensure your laneway is lit when it is dark outside and has enough room for drivers to reverse their vehicle when they arrive to pick you up. If your laneway is not lit, please use special instructions, available on the final booking step, to indicate to your driver there is enough room to reverse their vehicle upon pick-up. 

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.

• 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 WELL 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).

To protect the safety of fellow passengers, who may have allergies or aversions, and the cleanliness of RIDE WELL vehicles, passengers may not bring open-packaged food or beverages into RIDE WELL vehicles.

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 do not need to be crated and are expected to occupy the floor space in the vehicle. 

To book a trip with a service animal, please book a seat for yourself, using the passenger type which best suits you, as well as a spot for your service animal under the passenger type "Service Animal". This reserves space in the vehicle for yourself as well as your service animal.

If you believe you have left behind an item in a RIDE WELL vehicle, please contact the RIDE WELL Support Team. Enquiries are responded to from Monday to Friday between 8:30 am – 4:00 pm, excluding Public Holidays.

In your report, please provide a description of the item you believe has been lost, the date and time of your trip, and if known, the name of the driver who provided your trip. 

To retrieve a lost item, you will be required to:

• Claim the item in person at a County of Wellington office/facility.
• Accurately describe the item.
• Items will not be released to third parties without written authorization.

The County of Wellington and its staff and operators are not responsible for items lost on RIDE WELL vehicles or in County facilities. 

Please note: Uber is an independent service from RIDE WELL. If you believe you have left behind an item in an Uber vehicle, please contact Uber support directly.

Credit cards* (including most debit-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 and most debit-credit cards are accepted with the exception of Discover Card and American Express.

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 five 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 five 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.

Please ensure that you have entered all your card details correctly and that there are not currently any holds on your card. Please be aware that if details have been entered incorrectly more than once, the system may temporarily block further attempts at entering your card details in an effort to prevent fraud. Please wait 24 hours before attempting to add your credit card to your account again.

If you continue to experience issues with adding your credit card to your account, please reach out to the RIDE WELL Support Team.

To apply your credits to trip payments, please change your payment method before you book your trip. 

On the final booking step, under Payment Method, select Change payment method. From there, please select your remaining Ride Credits to add to your account and apply to your trip.

If you are unable to see your credits in your wallet, it may be because you are on an earlier version of the app. Please click on the "About" tab from the main screen on the app, and check that you are using at least version 4.8. If not, please update your app.

Receipts are automatically generated upon ride booking with RIDE WELL and sent to your verified email address. If you have verified the email address that is linked to your account, you should receive all receipts from previous ride bookings there. If you do not see the receipt in your email inbox, please check your Junk or Spam folder.  

Please note that we do not store or have access to customer receipts. If you're not sure whether you have verified your email address, please reach out to the RIDE WELL Support Team.

If you are unable to remember your RIDE WELL account password, you may need to request a password reset link. You may do so from the account sign-in page on the RIDE WELL mobile app or booking website.

First, click Sign-In. From there, you can request a password reset link by clicking on Forgot Password? Enter your email address and tap Reset My Password. You will be issued a password reset link to the email you entered. Please note, it can take one to five minutes for this link to send. If you don't receive it, please check your Junk or Spam folders.

Following the link you receive, you will be taken to a webpage where you can enter a new account password. This password should be at least 12 characters in length, and include numbers, upper- and lower-case letters, and special characters for maximum security. You can use this new password to log into your account via the RIDE WELL mobile app or booking website.

If you are having difficulty resetting your password, please contact the RIDE WELL Support Team.

If you would like to change the email address or phone number on your RIDE WELL account, you may do so under My Profile on the RIDE WELL mobile app or booking website.

Navigating to My Profile, you will see the current phone number and email address attached to your account. You can type to update your email address (where you will receive ride receipts, confirmations, and updates) and phone number (where pick-up time updates are sent via SMS).* To save these changes, click Save in the top right-hand corner of the screen.

To ensure your phone number and email address have been verified, please contact the RIDE WELL Support Team.

*Please note, if you do not have a cellphone number attached to your account, you will not receive automatic ride updates, and the RIDE WELL Support Team may not be able to contact you if there are any changes to your trip. 

Multi-factor, or two-factor authentication requires that a user provides more than just their username and password to log into their account. Often, you may also provide something only you would have access to, such as your phone number or your email address, as the second step to login and verifying your identity. MFA helps increase the security of your account. 

You may be familiar with this process if you do online banking. You may also have set-up MFA to help protect some of your other online accounts, such as your social media or email accounts.

Starting January 19, 2026, you will be prompted to enable two-factor authentication. Using the drop-down menu, you can select to use an authenticator app, an email address, or SMS texting to obtain a verification code.

• Selecting Authenticator App
  • Select Authenticator App for the drop-down menu
  • Using a separate authenticator app on your phone, scan the QR code. The authenticator app will display a one-time code.
  • Enter that code into the Enter the one-time code field and tap Enable.
• Selecting Email
  • Select Email from the drop-down menu
  • Enter your email address and tap Send a one-time code. A one-time code will be sent to your email address.
  • Enter the code in the Enter the one-time code field and tap Enable.
• Selecting SMS
  • Select SMS from the drop-down menu
  • Enter your cell phone number and tap Send a one-time code. A one-time code will be sent via text to your phone.
  • Enter the code in the Enter the one-time code field and tap Enable.

Visit RideCo's website for a more detailed explanation and article on how to enable MFA.

Once you tap to enable MFA, the app will provide recovery codes. Copy and paste these into a secure place. These codes can be used to log-in or disable two-factor authentication in the event your device is lost or stolen. Please record these codes. Once recorded, tap Done.

All RIDE WELL users who book trips themselves using the RIDE WELL mobile app or booking website will be required to login with MFA starting January 19, 2026, per RideCo’s policy. This helps increase your account security. 

An MFA reset may be required if you lose access to the method you have enabled to receive verification codes (e.g., an SMS phone number or email address). If you require MFA reset for your account, please contact the RIDE WELL support team. 

Visit RideCo's website for a detailed explanation and article on how to enable MFA.

Caretaker Communications allow users to enter additional contacts to receive automated ride communications, in addition to the main contact on the account. This may be especially useful for people who manage an account on behalf of someone, such as a client, a parent, or a child. 

Under My Profile on the RIDE WELL app or booking website, click on Communication Preferences.

In the top right corner, click Add. You will be prompted to add an additional recipient name, email address, and phone number. The phone number must be able to receive SMS to receive ride communications; automatic ride updates via phone call are not available at this time. Once you are done, click Save.

You can manage, update, or add further recipients using the same process.

All RIDE WELL users can add additional recipients to their accounts to receive ride updates regarding booked trips. You may find this feature useful if you are booking on behalf of someone else and are not currently able to receive automatic ride communications.

RIDE WELL has added Uber integration to our platform. This provides users another transportation option that can be seamlessly booked via the RIDE WELL app, website, or phone line! 

*Please note, Uber rides will be booked at full cost to the customer.

When you search for a ride, you may see the option to book a trip with RIDE WELL and/or Uber, depending on what is available in your particular location. Ride options will clearly be marked either RIDE WELL or Uber.

Selecting an Uber trip will prompt you to select the type of Uber vehicle you would like to book as well as the various price points for each. Before you can finish booking your trip, you must agree to Uber’s terms and conditions on the final booking page.

Tracking for your Uber vehicle is available on the RIDE WELL mobile app and booking website under My Journeys by clicking the link which reads Live Tracking and Information. From there, you will be taken to an Uber trip tracking portal, which provides further details about your Uber ride, such as driver details and location, vehicle information, and ETA.

Unlike RIDE WELL, Uber permits their drivers to decline or cancel rides. If this happens, it will automatically search for a new driver to service your ride as early as possible. If this process takes too long and you decide to cancel your ride, you will be refunded in full.

Please ensure your RIDE WELL app is up to date before booking an Uber trip. Updates can be completed through the App Store, Google Play or in “Settings”. If issues with booking persist after updating the app, please do not hesitate to reach out.