Reservation Terms & Conditions
Important Passenger Terms & Conditions – Please Read Before Booking
OnexBus Acceptance of Terms
By booking a trip and purchasing a ticket with OnexBus, you enter into a binding agreement with OnexBus and agree to all the terms and conditions outlined here (the OnexBus Terms and Conditions). This agreement governs the provision of transportation services by OnexBus and your obligations as a passenger.
Tickets and Identification
Tickets are valid only for the specific date, time, and route stated at booking. All tickets and reservations are non-transferable and expire once the scheduled departure time has passed. You must present a valid OnexBus ticket (either electronic or printed) and a government-issued photo ID when boarding, so that the driver can verify your ticket and identity.
Fares and Payment
All fares must be paid in full at the time of booking to secure your reservation. OnexBus may offer different fare types or classes (e.g., non-refundable Flex Class vs. Premium tickets) with varying rules for cancellations or changes – please review those terms carefully when you book. Unless your fare conditions explicitly allow, tickets are generally non-refundable once purchased, except if OnexBus itself cancels the service (in which case, a refund or credit will be offered as described below).
Boarding and Departure
Please arrive at the designated pick-up point at least 10 minutes before the scheduled departure time. Departure times can be affected by traffic or other factors, but buses will not be held for late passengers. If you are not present at the boarding location by the scheduled departure, the bus may leave without you and your ticket will be forfeited. It is solely your responsibility to be at the correct location on time – if you are unsure of where to board or have any confusion about the schedule, contact OnexBus customer service before your travel date for clarification. No refunds or free rescheduling will be provided for no-shows or late arrivals.
Passenger Responsibilities During Travel
While on board, you are responsible for paying attention to your journey and getting off at your correct stop. OnexBus drivers will stop at designated stops as per the schedule, but they are not required to personally notify you of your stop. If you are unsure which stop is yours, ask the driver when you board. Should you mistakenly miss your stop, any additional travel costs or arrangements are your responsibility. If your trip involves crossing a border, you must carry all required travel documents (passport, visas, etc.) and comply with immigration and customs procedures. All passengers must follow the driver’s instructions and adhere to all laws and regulations during the trip (this includes wearing a seatbelt if one is provided and local law requires it, and respecting any rules about border crossings, as applicable).
Child Passengers
Luggage and Personal Belongings
Each passenger is allowed a reasonable amount of luggage. In general, you may bring one suitcase or bag to be stored under the bus and one small carry-on item to keep with you, but please refer to OnexBus’ s specific luggage policy for size and weight limits, in Service Agreement as well as any fees for additional bags. All luggage should be properly tagged with your name and contact information. Hazardous, illegal, or flammable items are not permitted in your luggage or on your person at any time. OnexBus staff have the right to refuse any baggage that is unsafe or non-compliant with our policies. OnexBus is not responsible for lost, stolen, or damaged belongings. Your bags and personal items are under your own care and risk throughout the journey. We advise keeping valuables (electronics, important documents, medication, etc.) in your carry-on and not in checked luggage. If you discover you’ve left an item on the bus or lost something, contact OnexBus customer support – while we cannot guarantee recovery, we will do our best to assist you.
Liability for Service
OnexBus is responsible for transporting you on the routes for which you hold a valid ticket, under our own operating authority and tariffs. However, our responsibility does not extend to third-party services or other carriers. If any portion of your journey involves another bus line or transport provider (for example, a leg operated by a partner company or a separately booked connection), OnexBus is not liable for incidents, delays, or cancellations on those external services. We only assume liability for the segments of travel we directly operate.
Equipment or Schedule Changes
Delays Beyond Our Control
OnexBus aims to adhere to schedules, but certain situations are beyond our control. Examples include severe weather (snowstorms, thunderstorms, etc.), heavy traffic or road closures, accidents blocking the road, police/emergency checkpoints, or other force majeure events. If such conditions cause a delay or disruption, OnexBus will not be held liable for the resulting schedule change. We will not provide compensation for any extra costs or inconveniences arising from these uncontrollable delays (for example, missed appointments or other travel plans, or additional expenses incurred due to the delay). We recommend that you plan your travels with some buffer time for possible delays.
Cancels or Interrupts a Trip
In the rare event that OnexBus must cancel a scheduled trip (for reasons such as dangerously bad weather, unexpected operational issues, or not enough passengers), we will notify you using the contact information you provided. If we cancel a service you’ve booked, you will be entitled to either a full refund of the fare you paid or a credit/voucher of equal value for future travel, or (where possible) an offer to rebook you on a similar service later. The refund, credit, or rebooking provided in these cases will be the maximum extent of OnexBus’ s liability. OnexBus is not responsible for other costs you may incur because of a cancellation (such as alternative transportation, lodging, meals, or missed events).
Route or Stop Changes
For operational or safety reasons, OnexBus may change the planned route or adjust pick-up/drop-off points. For example, if a designated bus stop is temporarily inaccessible or unsafe (due to road construction, local restrictions, etc.), we might use a nearby alternate location. If the route must be detoured, the driver will take the safest available alternate path. OnexBus will attempt to inform passengers of any major changes to stops or routes using the provided contact information (via text, email, or phone call). Passengers should understand that such changes, while not expected, do not constitute a breach of our agreement if we continue to provide transportation to the destination area. No refunds will be issued for minor rerouting or stop changes necessitated by external factors, but we will make efforts to minimize inconvenience.
Mechanical Breakdowns and Emergencies
In the case of a mechanical problem or other emergency (such as a bus breakdown) that prevents the vehicle from continuing, OnexBus will make every reasonable effort to continue your trip with minimal delay. This may involve sending a replacement bus to your location or arranging alternate transportation. Alternate transportation could include another bus if available, or smaller vehicles like vans or taxis. (If a taxi or ride-share is used, you may be asked to share the ride with fellow passengers headed to the same destination.) If OnexBus provides substitute transportation and you choose not to accept it – for instance, if you decide to make your own arrangements instead – OnexBus will not reimburse you for those personal arrangements. If we are actively working to get you to your destination, no refund will be issued due to a breakdown or delay. Our commitment in such cases is to transport you to the intended drop-off point as soon as practicable under the circumstances.
Passenger Conduct and Safety Rules
All passengers are expected to behave in a manner that ensures a safe and pleasant trip for everyone. Prohibited conduct includes, but is not limited to:
- Smoking or Vaping: Smoking cigarettes, e-cigarettes, vaping devices, or any similar products on the bus is not allowed at any time.
- Alcohol and Drugs: Consumption of alcohol or use of illicit drugs on board is forbidden. Passengers who are intoxicated or under the influence in a way that causes discomfort or risk to others may be denied boarding or removed from the bus.
- Disruptive Behavior: You must not engage in conduct that is disruptive, abusive, or dangerous. This includes yelling, using profanity towards others, harassment or threatening behavior, and unwelcome physical contact. It also covers playing loud music or audio without headphones and any other behavior that could interfere with the driver’s ability to operate safely or that disturbs fellow passengers.
- Weapons and Hazardous Items: No weapons (firearms, knives, etc.) or dangerous materials are allowed on board, except for lawful items that have been declared and stored safely in compliance with OnexBus policy and legal requirements. (For example, a legally owned firearm may be transported in a locked case in the baggage compartment if allowed by law and approved by OnexBus beforehand. Such instances are rare and must be arranged in advance.)
- Follow Crew Instructions: For everyone’s safety, you must follow all instructions given by the driver or OnexBus staff. This includes instructions on where to sit in special circumstances, how to evacuate in an emergency, or general reminders about these conduct rules.
OnexBus reserves the right to act if a passenger violates any of the above rules or other terms. Such action can include refusal of service at boarding, asking the passenger to cease the offending behavior, or requiring the passenger to disembark. In cases of serious misconduct, the driver may eject a passenger at the next safe opportunity (for example, at a staffed station or a safe public area) and, if necessary, involve local law enforcement. No refunds will be given to any passenger removed from the bus or denied service due to their own misconduct. Additionally, any damages or losses
Amenities
OnexBus may provide certain onboard amenities for your convenience, such as Wi-Fi internet access, power outlets, or restrooms on longer trips. Please note that amenities are not guaranteed and are subject to availability and functionality. For example, Wi-Fi service might be unavailable or slow in some areas due to network limitations, and power outlets may not be present on all buses. We do not offer discounts or refunds if an expected amenity is not working or not available during your trip, since these are complimentary features provided when possible.
Consent to Communications
By making a reservation with OnexBus, you consent to receive communications from us regarding your trips. OnexBus will use the email and/or phone number you provided at booking to send you important travel information – such as booking confirmations, reminders, schedule changes, or urgent alerts about delays and newsletters. These communications can be via email, SMS (text message), or phone call. They are intended to keep you informed about your journey. (If you separately opt-in to marketing communications, you may receive those as well, but you can unsubscribe from marketing at any time. Service-related messages about your trip, however, will be sent as needed.) It is your responsibility to provide accurate contact information and to monitor your messages before and during travel in case of updates.
Limitation of Liability
To the fullest extent permitted by law, OnexBus’ s liability for any claims related to your travel is limited to the amount you paid for your ticket. OnexBus is not liable for indirect or consequential losses that may arise from our services. This means we are not responsible for losses such as lost business opportunities, lost wages due to delays, emotional distress (in the absence of physical injury), or additional costs you incur beyond the ticket price. If an incident occurs on the bus that results in injury or loss, OnexBus will comply with applicable laws and insurance requirements in addressing those claims, but our liability will be limited as those laws allow. (OnexBus carries all insurance coverage mandated for passenger carriers, which would cover valid injury or accident claims up to the policy limits.)
Personal Insurance
OnexBus does not provide personal travel insurance for its passengers. You are responsible for obtaining any travel insurance, health/medical insurance, or property insurance that you feel is necessary for your trip. For example, if you are concerned about trip cancellations, delays, lost luggage, or medical emergencies while traveling, you should seek coverage through a third-party insurance provider. OnexBus’ s policies focus on the transportation service itself and related liabilities, and they do not extend to covering incidental personal losses.
Changes to Terms
OnexBus may update or revise these Terms and Conditions at any time. Any new version of the terms will be published on our website and will be effective when posted (unless a later effective date is stated). We encourage you to review the Terms periodically, especially when booking new travel, to stay informed of any changes. If we make a significant change to the Terms that affects existing bookings, we will try to notify customers with upcoming travel of the change. By continuing to use OnexBus services or maintaining a booking after changes to the Terms are made, you are acknowledging and accepting those updated Terms.
Governing Law and Jurisdiction
This agreement and any disputes arising from it or from your transportation with OnexBus will be governed by the laws of the Province of Ontario and the applicable federal laws of Canada. By using OnexBus services, you agree that any legal action related to your use of the service, or these Terms shall be brought in the appropriate courts located in the Province of Ontario. You consent to the jurisdiction of those courts and waive any objection based on the inconvenience of that forum, to the extent permitted by law.
Severability and Entire Agreement
If any provision of these Terms and Conditions is found to be unlawful or unenforceable, that provision will be deemed modified to the minimum extent necessary to make it enforceable, and if it cannot be made enforceable, it will be severed (removed) from this agreement. In either case, the remaining provisions will remain in full force and effect. These Terms and Conditions, together with your ticket details and any additional policies or disclaimers referenced herein (such as OnexBus’ s Privacy Policy), constitute the entire agreement between you and OnexBus regarding your trip. This agreement supersedes any prior agreements or understandings (whether written or oral) relating to your transportation. No OnexBus employee or agent has the authority to alter these Terms or make any promise that goes against these Terms, unless it is done in a written amendment signed by an authorized representative of OnexBus.
