Cancellation Policy Overview

At NexRide Services, we understand that plans can change. Our cancellation policy is designed to provide flexibility while ensuring a smooth experience for all our clients. Please review the following guidelines to stay informed about cancellation timelines and any applicable fees.

We implement cancellation fees to account for the time, fuel, and operational expenses associated with dispatching a driver for a customer and returning without completing a trip. This policy ensures the sustainability of our transportation services for your convenience while supporting our drivers in earning a livelihood for their families. We deeply appreciate the value of your time and that of our drivers, and we expect mutual consideration in return.

No Shows

If a driver waits for a maximum of 15 minutes at the designated pickup location and, despite our efforts to contact the customer, they don’t show up, the customer will be charged the full fare.

Cancellation Grace Period

Customers have the freedom to cancel their reservations without incurring any charges during the designated grace period. This policy is in place to facilitate the timely cancellation of a driver who has already been dispatched to pick up a customer, ensuring efficient and fair service for both parties.

Customers have a window of 12 hours or more before their scheduled pickup time to cancel a trip reservation free of charge.

To avoid any cancellation fees, please notify us at least 12 hours before your scheduled ride. Cancellations made outside the free cancellation window will incur a fee equivalent to 50% of the total fare.

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 & Rescheduling 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.

Rescheduling your Ride

If you need to reschedule your ride, please contact us as soon as possible. We allow rescheduling 12 hours before your original booking without any fees. Changes made within 12 hours may be subject to additional charges.

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 15-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.

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.
• Pricing is subject to Quebec taxes, with TPS at 5% and TVQ at 9.975%. The corresponding rates will be applied to your quote request at the time of booking.

Fees

Cleaning and Damage Fee

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

If a passenger becomes ill, releases bodily fluids, vomits, or spills food or liquids inside the vehicle, a cleaning fee starting at $250 will be applied. This amount is based on the level of damage and covers the cost of professional cleaning and vehicle downtime.

Additional charges may apply for issues such as damage to company property, scratches on vehicle surfaces or seats, stains from beverages, excess food residue, or marks from crayons or similar items.

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.

The wait time for any stop requested by the customer is $1 per minute. The applicable rates will be communicated to you and collected at the conclusion of your journey.

For no-show customers: the total price of the trip with taxes included will be charged to the customer.

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.