FAQs

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 now 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 – WELLINGTON COUNTY” 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.

Uber rides can be booked using the RIDE WELL app if the trip falls within RIDE WELL service hours – Monday to Friday, 6:00 am – 7:00 pm. Options for Uber rides will not appear outside these service hours, nor will they appear outside the RIDE WELL service area in the RIDE WELL app.

Currently, ride credits cannot be used when booking and paying for Uber trips. Ride credits may only be put towards trips booked with RIDE WELL vehicles.

Tracking for your Uber vehicle is available on the RIDE WELL mobile app and booking website under “My Rides” by clicking the link which reads “Live Tracking and Information”.

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 back to your credit card.

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.

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 

• 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. 

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.

We recommend that customers book at least 3 hours before their requested trip to secure a spot in a RIDE WELL vehicle. 

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 Cancellation fee will apply if you miss the ride - please see our Cancellation Policy for details.

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 Statutory 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.

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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. 

• 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. 

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 7 days in advance. 

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. 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.

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.

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.

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

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.

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.

In the presence of unsafe driving conditions, RIDE WELL service may be 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), 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.

Accessible rides must be booked by calling the toll-free phone number at 1.833.900.RIDE (7433), Monday to Friday, between 8:30 am and 4:30 pm, excluding Statutory Holidays. We will do our best to accommodate same day bookings but do ask for as much notice as possible.

At the time of the call, please express a need for an accessible vehicle so our phone operators can book accordingly. 

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

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.

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.