Cancellation, Rescheduling & No-Show Policy Overview

At NexRide Services, we understand that plans can change. Our cancellation, no-show, and rescheduling policies are designed to offer flexibility while maintaining a smooth and reliable experience for all clients. Please review the following guidelines to stay informed about the timelines and any applicable fees associated with these policies.

No-Shows

Once the driver arrives at the designated pickup location, a maximum wait time of 15 minutes is allowed. If the passenger does not appear within this period—despite our attempts to make contact—the full fare will be charged.

Rescheduling

NexRide allows rescheduling 24 hours before your original booking without any fees. 

Rescheduling requests made outside of this 24-hour window will be subject to a rescheduling fee of 25% of the total fare, as it depends on availability and route adjustments.

Cancellation

NexRide Services offers a 24-hour window for free cancellation before the scheduled pickup time.

Cancellations made less than 24 hours in advance will incur a 50% cancellation fee of the full fare, including the taxes and other fees listed on your invoice. 

• However, for cancellations made 3 hours or less before the pickup time, we will charge the full fare (100%), including the taxes and other fees listed on your invoice, as it is extremely unlikely the reserved time can be rebooked at the last minute.

Why NexRide Enforces These Policies

NexRide operates on a schedule that involves detailed planning, route assignments, and driver availability. When a client cancels at the last minute or fails to show up, it not only causes a loss of income, but it also disrupts the entire operation for the day.

The fees associated with No-Shows and last minute cancellations account for the time, fuel, and operational expenses associated with dispatching a driver for a customer and returning without completing a trip.

The rescheduling fee helps account for the additional coordination, driver adjustments, and potential delays that late changes can cause for other clients.

These policies also ensure the sustainability of our transportation services for your convenience while supporting our drivers in earning a livelihood for their families.

By implementing a 24-hour window, we create more consistency and reliability, which ultimately benefits all of our clients.

We deeply appreciate the value of your time and that of our drivers, and we expect mutual consideration in return.

To avoid any cancellation or rescheduling fees, please notify us at least 24 hours before your scheduled ride.

Conduct, Safety & Shared Responsibility

Responsibilities and Conduct

Passengers are required to treat drivers, vehicles, and fellow passengers with respect and courtesy. Any behavior considered disruptive, disrespectful, or unsafe may lead to the immediate termination of the transportation service.

Passengers must always use seatbelts when the vehicle is in motion, and any child passengers must be securely restrained in an appropriate child safety seat as required by law.

The Company reserves the right to refuse service to any passenger for reasons including but not limited to intoxication, illegal activities, or non-compliance with our rules and regulations.

A driver is expected to display good conduct towards their clients. We do not tolerate any form of abuse from any of our drivers. Each chauffeur must ensure that every trip is a positive experience for the customer. If you, as the customer, feel uneasy or unsafe during your trip with one of our drivers, please don't hesitate to contact our support team at (438) 228-0620, or email us at info@nexride.ca.

Passenger Safety and Shared Resposibility

At NexRide Services, passenger safety is our highest priority. Our drivers are professionally trained, our vehicles are regularly inspected and fully insured, and we adhere to strict safety protocols to ensure a secure transport experience.

However, passengers also share a responsibility for their own safety. Clients are expected to follow all safety guidelines, including wearing seatbelts and behaving appropriately during the ride. NexRide cannot be held liable for injuries or incidents resulting from negligence, non-compliance with safety rules, or unforeseen behavior by passengers or third parties.

Changes & Delays Guidelines

Changes and Delays

While the company will make reasonable efforts to adhere to the agreed-upon schedule, we cannot be held responsible for delays caused by factors beyond our control, such as traffic, weather, or unforeseen circumstances. In such cases, the company will communicate promptly with you to keep you informed of any changes.

We understand that unforeseen situations may arise on your end; nonetheless, it is the customer’s responsibility to notify us of any changes or delays, allowing us to adjust and manage the situation effectively. We commit to maintaining constant communication with you throughout, and we kindly request the same courtesy in return by informing us of any issues hindering your ability to reach your scheduled pickup location.

Pricing, Fees & Methods of Payment

Pricing

Pricing found on our website or mobile app when going through the booking processb is subject to change and may vary depending on factors such as distance, time, traffic, and demands.

For these standard bookings, the price quoted is an estimate based on the expected arrival time and distance calculated by Google Maps.

Our daily rates may differ from nightly or weekend rates. Additionally, during surge hours, the rates might be adjusted to reflect current demand.

For regular online bookings, NexRide includes a 10-minute buffer for traffic in the quoted price.

If unexpected delays exceed this window, a fee of $0.50 per extra minute may apply to cover operational impact. This ensures service continuity, as extended delays may impact the driver’s next pickup.

Updated trip fares, including applicable taxes, are settled at the end of the ride with your preferred payment method.

Base rate, Rate per Passenger, Taxes, and Merchant fees are included in every quote/invoice or receipt.

If you choose to modify or include a stop in your initially quoted destination, a new quote will be presented. Any necessary price adjustments due to traffic or unforeseen circumstances will be communicated and collected at the end of your journey.

Note:

• For contract-based services such as, Corporate and Employee Transport services, once the quote is accepted and signed, the base price is locked in. However, additional applicable charges (e.g., last minute cancellation, wait time past the free-wait time period, tolls, parking, or extra stops) are outlined in the client’s service agreement.
• For services provided in Quebec, pricing is subject to Quebec taxes: GST (TPS) at 5% and QST (TVQ) at 9.975%. For services rendered outside Quebec, applicable taxes will follow the tax rates of the respective province.
• The corresponding rates will be applied to your quote request at the time of booking.

Fees

• Cancellation, No Show, & Rescheduling Fees

Free cancellation or rescheduling allowed up to 24 hours before pickup.

• Cancellations under 24 hours = 50% charge;
• Cancellations under 3 hours = full fare.
• Rescheduling under 24 hours = 25% fee.
• No-shows = full fare, no refund.

Read our Cancellation & Rescheduling Policy Overview for more details.

• Cleaning and Damage Fee

To maintain a clean and professional environment for all passengers, NexRide Services enforces a strict vehicle cleanliness and care policy.

Basic Cleaning Fee: A standard cleaning fee starting at $15 is automatically included in every receipt, regardless of whether visible messes are present. In cases where light messes are detected (e.g., food crumbs, drink stains), an additional cleaning charge may be applied based on the severity and required cleanup.

To help minimize cleaning costs, food and beverages are not permitted in the vehicle unless they are stored in properly sealed containers.

Extensive cleaning due to bodily fluids, vomits, or spills food or liquids inside the vehicle:  Starts at $250. This amount is based on the level of damage and covers the cost of professional cleaning and vehicle downtime. The exact amount will be communicated to the client once damages are assessed.

Any physical damage caused to the interior or exterior of the vehicle (scratches, broken components, damaged seats, stains from beverages, excess food residue, or marks from crayons or similar items.etc.) will be charged based on the repair cost, labor, and potential downtime. 

• Wait Time Fees

Customers receive complimentary wait times, but once those are exceeded, additional wait times are billed at $1 per minute. The relevant rates will be communicated and collected at the conclusion of your journey.

For international airport passengers, we offer a complimentary wait time of up to 1 hour from the official landing time.
Should additional wait time be required, a maximum of 2 hours is permitted in total. Any extra time beyond the initial free hour (1 hr) will be billed at a rate of $1 per minute.

For local airport passengers, we offer a complimentary wait time of up to 30 minutes from the official landing time.
Should additional wait time be required, a maximum of 1 hour is permitted in total. Any extra time beyond the initial free 30 minutes will be billed at a rate of $1 per minute.

For Non-Corporate or other clients, we offer a complimentary wait time of up to 5 minutes at the designated pickup location.
Should additional wait time be required, a maximum of 10 minutes is permitted in total. Any extra time beyond the initial free 5 minutes will be billed at a rate of $1 per minute.

• Stop Request Fees

When a customer books a reservation through our website and includes one or more stops along their route, the quoted fare will be based on the total estimated distance and travel time at the time of booking.

If, during the trip, the customer wishes to add an unscheduled stop, the request will be subject to driver availability. Each unscheduled additional stop will incur a base fee of $25, plus $1 per minute of wait time, provided the location is within 5 km of the original route.

For any unscheduled additional stop located more than 5 km away, an extra charge will apply based on the standard per-kilometer rate, either at the daytime or nighttime fare, in addition to the $25 base stop fee and applicable wait time charges.

Methods of Payment

We accept various payment methods, including debit cards, Interac transfers, credit cards, and cash.

Note:

• To minimize the risks of fraud and ensure fair compensation for drivers, we do not accept cash for trips costing $50 or more, unless otherwise agreed upon. Trips exceeding $50 must be prepaid using a debit card, Interac, or credit card.