Service Agreement

This Service Agreement is applicable for tickets purchased directly from ONEXBUS website and Call Center only. Tickets purchased elsewhere will be subject to the terms and conditions of the respective seller.

Reservations, Ticket Purchase and Use Policy
Communications
Children Policy
Application of Fares
Refund and Exchange Policy
Trip Delays and Cancellations
Luggage Policy
Support Person for Passenger with a Disability Policy
Pet Policy
Boarding, On-Board, and Disembark Policy
Objectionable Persons Policy
Emergency Situation Policy
Right to Refuse Service Policy
Waiver of Lawsuit/Liability

RESERVATIONS, TICKET PURCHASE AND USE POLICY

Tickets can be purchased online or via ONEXBUS Call Center.
ONEXBUS accepts all major credit and debit cards for bookings made online or through our call center.
Tickets can be purchased online until the scheduled time of departure.
Tickets are valid ONLY for the scheduled date and time that they were purchased.
All reservations and tickets expire on the date and time of travel posted on the ticket. Tickets and reservations are non-transferable.
ONEXBUS will not be held responsible for lost or stolen tickets.
ONEXBUS will not be held liable should someone gain unauthorized access to the digital or printed QR code or account. Should somebody use the purchaser’s QR code without their permission, the purchaser forfeits the full purchase amount, including any add-ons (ex.: extra luggage) and the booking fee. The purchaser accepts full responsibility for ensuring the security of the QR code and will not be entitled to a refund, credit, or discount of any kind should any unauthorized use occur.
Our drivers do not accept or carry any cash on their person or on board the bus for security reasons.
ONEXBUS extra space policy requires purchasing a second seat if a passenger is unable to sit in their seat without encroaching into the next seat or the isle while the armrest is down in the interest of safety and comfort of our passengers.
Passengers acknowledge that ONEXBUS from time-to time may use leased drivers and/or vehicles to operate its services.
Passengers acknowledge that ONEXBUS may use vehicles in different sizes to operate its services based on the number of tickets booked for a trip.
Seat reservation is not available. Seating is on a first come/first served basis and is without regard to race, color, creed, national origin or any other protected characteristic.

COMMUNICATIONS

Customers are to be sent out notices about updates on their scheduled services on either emails or phone numbers provided at the time of ticket purchase. ONEXBUS is not responsible for any inconvenience if customer does not provide correct email address or phone number.
You may contact ONEXBUS via email or Call Center:
- - Email: support@onexbus.ca
  - Call Center: +1 (647) 477-5500

CHILDREN POLICY

Onex promotes the safety and security of children through its children policy.
Children above the age of 11 (including 11) can travel unaccompanied on ONEXBUS services.
Children under the age of 10 must be accompanied by someone of age 16 or older.
Children under the age of 2 (less than 2 years of age), when accompanied by an adult or other passenger at least 16 years of age and when not occupying a seat to the exclusion of another passenger, will be carried free.

APPLICATION OF FARES

Except as otherwise specifically provided herein, the rules and regulations published in this section apply to the transportation of passengers and their luggage on ONEXBUS services.

General Application

ONEXBUS offers two types of fare classes
- - Flex Class Fares: Low-fare tickets. Refund is not permitted. Rescheduling is offered subject to the applicable fare difference and transaction fees. We suggest not to choose this ticket class as it is expensive to change in last minute.
  - Premium Class Fares: Higher class fare which allows you to reschedule up to 2 hours prior to the scheduled departure time. This fare class tickets are also available for refund, subject to a $5.00 administration fee. Refund requests are to be received at least 2 hours prior to the scheduled departure time. The ticket expires following the departure time specified therein.
Fares published on our ticketing portal are one-way fares shown in dollars and cents and are payable in Canadian Funds or the equivalent thereof.
When a through fare is not published, one may be constructed by adding together the fares for each segment on the route operated.
Fares to or from intermediate points not specifically shown herein will be the same as the fare to or from the next more distant point.
Layover’s/stop overs not permitted on a point-to-point segment once ticket is issued (i.e. for the route Toronto to London, there is no stop over privilege in between).
ONEXBUS tickets will not be accepted by interline carriers.
ONEX BUS will only be responsible for transportation on its own lines in accordance with its tariff rules and regulations and assumes no responsibility for any acts of omissions of another party or interline carrier.
Non-ticketed passengers boarding the vehicle at non-agency points must pay cash fare to destination, such fare not to exceed the regular tariff fare between the last station and destination. Our bus operators can sell tickets at the point of departure only if seats are available for the trip. Tickets can be purchased from the driver only in cash. The guest must carry the exact change as the driver doesn’t carry change.
ONEXBUS reserves the right to revise all fares at its sole discretion without notice.

Children’s Fares

Children aged 2 to 10 – Children who have not yet reached their eleventh birthday will be offered a 15% discount on the one-way fee applicable for adults. Only applicable in online purchase.
Children aged 11 and older – Children, eleven years and over, will be charged the fare applicable to adults.
Children under the age of 2 – One child, (less than 2 years of age), when accompanied by an adult or other passenger at least 16 years of age and when not occupying a seat to the exclusion of another passenger, will be carried free.

Regular Round-Trip Fares

Adult and child regular round-trip fares will be two (2) times the applicable one-way fare.

Minimum Fares

Minimum fares will apply to all regular fares.

Refund and Exchange Policy

Ticket Refund and Exchange Conditions

The cancellation policy for tickets is based on the type of fare purchased. ONEXBUS offers two types of fares: Flex and Premium.

Flex Fares

Refunds: Not permitted.
Ticket Changes: Permitted subject to the applicable fare difference and transaction fees.

Premium Fares

Refunds: Refund is available through our call center a minimum of two (2) hours prior to scheduled departure. A $5 administration fee is applied for refunds. Alternatively, ONEXBUS vouchers are available free of the administration fee.
Ticket Changes: Permitted a minimum of two (2) hours prior to the scheduled departure. If the new ticket’s fare is of higher value, the customer shall pay the difference between the fares. If the new fare is of lesser value, the original ticket can be refunded and a new ticket purchased at the new fare. In that case, a $5 administration fee applies.
If a passenger misses the scheduled departure, their ticket is void. They are required to purchase a new ticket in order to travel. Refund or exchange requests received after scheduled date and time of travel will not be processed.
Refunds and exchanges are only applicable for tickets purchased from ONEXBUS website or our Call Center. Tickets issued by resellers or third-party vendors are subject to the respective seller’s terms and conditions. All questions are to be addressed to the respective seller.

ONEXBUS offers two types of fare classes
- - Flex Class Fares: Low-fare tickets. Refund is not permitted. Rescheduling is offered subject to the applicable fare difference and transaction fees. We suggest not to choose this ticket class as it is expensive to change in last minute. The ticket expires following the departure time specified therein. Rescheduling is not permitted after the ticket’s expiration time. Customers are required to purchase a new ticket for the future travels.
  - Premium Class Fares: Higher class fare which allows you to reschedule up to 2 hours prior to the scheduled departure time. This fare class tickets are also available for refund, subject to a $5.00 administration fee. Refund requests are to be received at least 2 hours prior to the scheduled departure time. The ticket expires following the departure time specified therein. Refunds are not permitted after the ticket’s expiration time. Customers are required to purchase a new ticket for the future travels.
Fares published on our ticketing portal are one-way fares shown in dollars and cents and are payable in Canadian Funds or the equivalent thereof.
When a through fare is not published, one may be constructed by adding together the fares for each segment on the route operated.
Fares to or from intermediate points not specifically shown herein will be the same as the fare to or from the next more distant point.
Layover’s/stop overs not permitted on a point-to-point segment once ticket is issued (i.e. for the route Toronto to London, there is no stop over privilege in between).
ONEXBUS tickets will not be accepted by interline carriers.
ONEX BUS will only be responsible for transportation on its own lines in accordance with its tariff rules and regulations and assumes no responsibility for any acts of omissions of another party or interline carrier.
Non-ticketed passengers boarding the vehicle at non-agency points must pay cash fare to destination, such fare not to exceed the regular tariff fare between the last station and destination. Our bus operators can sell tickets at the point of departure only if seats are available for the trip. Tickets can be purchased from the driver only in cash. The guest must carry the exact change as the driver doesn’t carry change.
ONEXBUS reserves the right to revise all fares at its sole discretion without notice.

How to Refund/Exchange a Ticket

Flex Fare Ticket:

No Refunds.
Exchanges: Permitted subject to applicable fare difference and fees.

Premium Fare Ticket:

Rescheduling can be done by following the link on the electronic ticket email. Alternatively, you can request the modification by emailing us at support@onexbus.ca or contacting our call center.
Cancellation requests shall be made through our Call Center (+1-647-477-5500) only.
Exchange and cancellation requests shall be processed in accordance with the Refund and Exchange Policy terms above.
Ticket refund requests must be received by our call center a minimum of two (2) hours prior to your scheduled departure time.
Exchange/rescheduling requests must be received a minimum of three (3) hours prior to your scheduled departure time.
Refunds are processed within seven (7) business days after the receipt of your request.

TRIP DELAYS AND CANCELlATIONS

Schedules and services are subject to change without notice. When one of scheduled trips is late or cancelled, ONEXBUS will make reasonable attempts to minimize the delays and/or make alternate arrangements to enable bus travel to your final destination. Although we do our best to maintain our reliable on-time performance, sometimes delays and cancellations can be inevitable. Under certain circumstances, passengers can be eligible for an exchange, voucher, or refund.

If there is a delay, change, or cancellation on their scheduled date or time, all ticketed passengers will be informed via text, email or call as soon as possible.

Trip Cancellations

If a cancellation is caused by breakdowns, traffic, road conditions, weather, or other conditions beyond our reasonable control, ONEXBUS cannot be held liable while exchanges may be offered at our sole discretion.
If a scheduled trip is cancelled for reasons totally within our control, affected customers shall be entitled to refunds, vouchers, exchanges or alternative travel arrangements where possible.
The passengers shall be responsible for arranging their own alternative means of transportation and shall be responsible for covering the full cost of said alternative means of transportation, whether or not ONEXBUS has already processed their refund, and regardless of the price difference between the refund amount to which they are entitled and the fare amount for the alternative means of transportation which they have arranged of their own accord.
Passengers shall not be entitled to any further compensation in the event of cancellations. We cannot be held liable for any losses or expenses that a passenger may incur, whether directly or indirectly, as a result of a trip cancellation.

Trip Delays

While we will do our best to ensure that all our buses arrive on time, there are factors outside our control that could cause a delay. We are currently working on implementing a bus tracking system to enable our passengers to track their bus location to minimize wait time at the pickup location. Until our tracking service is available, we will do our best to keep our passengers informed of lengthy delays via text, email, or call.
If a scheduled trip delay is caused by breakdowns, traffic, road conditions, weather, or other conditions beyond our reasonable control, ONEXBUS cannot be held liable, and passengers are not entitled to any kind of compensation.
If ONEXBUS fails to provide on-time reliable service due to operator’s error:
- - For delays under five (5) hours:
    - - The passenger will not be entitled to a refund, voucher, or discount.
  - For delays over five (5) hours:
    - - If the passenger chooses to continue with their trip, we would be happy to provide them with a voucher worth 50% of their ticket’s purchase price (before taxes and any add-ons such as extra luggage) to be applied to their next trip, as a token of our appreciation for their patience.
      - If the passenger no longer wishes to continue with their trip, they will be entitled to a voucher or full refund to their original method of payment.
      - Upon becoming aware that one of our buses is over two (2) hours behind schedule, we will inform our passengers via text, email, or call, and do our best to reach out to all passengers who are affected to see how we can make things right. Alternatively, you can call our customer service number and speak to one of our agents to discuss your options.
      - If the passenger chooses to get a refund or voucher in case of a delay, they shall be responsible for arranging their own alternative means of transportation and shall be responsible for covering the full cost of said alternative means of transportation, whether or not ONEXBUS has already processed their refund, and regardless of the price difference between the refund amount to which they are entitled and the fare amount for the alternative means of transportation which they have arranged of their own accord.
      - Passengers shall not be entitled to any further compensation in the event of cancellations. We cannot be held liable for any losses or expenses that a passenger may incur, whether directly or indirectly, as a result of a trip delay.

Missed Connections

If a bus delay or cancellation causes a passenger to miss a connection to another carrier (such as train, plane, other bus), ONEXBUS cannot be held liable for any missed connections. We encourage passengers to plan ahead for any possible cancellations or delays by providing themselves with ample time between their scheduled arrival at their first destination and any connecting trains, planes, buses, taxis, etc.

Late Passengers

Passengers are required to arrive at the pick-up stop at least 15 minutes prior to the scheduled departure time. Since it is not through any fault on our end, passengers who miss their bus for any reason are not entitled to a refund, discount, or credit of any kind.
We closely monitor all our vehicle movements, and inform our passengers via text, email, or call if there is a service disruption provided the contact information you share while purchasing the ticket is correct. The stop locations are clearly indicated on your ticket, on the Routes page on this website, and you can always contact our Call Center to inquire about the location if you are confused about the stop location. If there is a ticket purchase made for a specific stop, our service will always make the stop to pick you up. Therefore, we do not entertain any claim of ‘I was at the bus stop, but the bus didn’t show-up’.

LUGGAGE POLICY

Adult Fare Luggage Entitlement

Included in the cost of a ticket, each passenger is permitted one (1) personal item, one (1) carry on, and one (2) checked luggage, as outlined below. Additional checked bags are permitted at an added cost, space permitting, so they must be booked in advance to ensure your additional luggage will be accepted on the trip.

Each passenger can add a maximum of two (2) regular checked bags, marked in ticket during purchase. If a passenger wants to bring more than two (2) extra checked bags, they must contact us at least 36 hours (i.e.: 3 days) in advance before booking ticket to discuss the space availability and get a quote.

Infant/Child Fare Luggage Entitlement

Infants travelling on lap without a seat are entitled to a personal item only, and not entitled to a separate carry-on or checked bag.
Child fare ticket holders are entitled to a personal item and a carry-on bag only included in the cost of a ticket. Checked bags must be purchased as an add-on.

Personal Item

Must fit overhead compartment or under the seat in front of the passenger.
Max size: 41 cm x 15 cm x 33 cm (16” x 6” x 13”)
Examples: purse, laptop bag, briefcase, small backpack, tote bag

Carry-On

Must stay in luggage compartment.
Hard case carry-on NOT allowed inside.
Max size: 52 cm x 23 cm x 38 cm (21” x 9” x 15”)
Allowed inside Examples: small suitcase with soft case, small duffel bag or backpacks.

First Checked Luggage (Regular)

No charge.
Max size: 157 cm (62”) total combined dimensions (height + width + depth)
Max weight: 23 kg (50 lbs)
Examples: large suitcase, large duffel bag
If the first checked bag exceeds the size and weight limits above, an extra $10 charge will apply.

Second Checked Luggage (Regular)

No charge.
Max size: 157 cm (62”) total combined dimensions (height + width + depth)
Max weight: 23 kg (50 lbs)
Examples: large suitcase, large duffel bag
If the first checked bag exceeds the size and weight limits above, an extra charge of $10 will apply.

Extra checked Luggage (regular)

$5 each for every extra luggages.

First Checked Luggage (Oversize or Overweight)

$10 overweight charge
Max size: 213 cm (62”) total combined dimensions (height + width + depth)
Weight: 50 lbs – 70 lbs
Anything heavier or larger is not permitted due to size constraints and safety concerns for the driver.
All our drivers may not have the shape or capacity to handle oversize/overweight items. The driver/operator reserves the right to deny handling the oversize or overweight luggage. In such a case, the passenger shall be responsible for loading their own oversize/overweight item under the bus, and ONEXBUS cannot be held liable for any damages or injuries caused by passenger’s self-handling such items.

Extra Checked Luggage (Oversize or Overweight)

$15 charge
Max size: 213 cm (62”) total combined dimensions (height + width + depth)
Weight: 50 lbs – 70 lbs
Anything heavier or larger is not permitted due to size constraints and safety concerns for the driver.
All our drivers may not have the shape or capacity to handle oversize/overweight items. The driver/operator reserves the right to deny handling the oversize or overweight luggage. In such a case, the passenger shall be responsible for loading their own oversize/overweight item under the bus, and ONEXBUS cannot be held liable for any damages or injuries caused by passenger’s self-handling such items.

Foldable Wheelchairs or Walkers

Free of charge

Sports Equipment, Musical Instruments, Fragile Items, and Valuables

All sports equipment, musical instruments, and fragile items must be properly packed in appropriate bags or boxes.
Passengers shall transport sports equipment, musical instruments, fragile and/or valuable items at their own risk.
While we will do our best to ensure that our passengers’ belongings are safe, we are not responsible for any damaged, lost/missing, or stolen items.

BAGGAGE HANDLING & DAMAGED/LOST/ABANDONED ITEMS

ONEXBUS expressly disclaims liability for any lost or damaged baggage and for any injuries caused by or resulting from shifting baggage.
Passengers should always keep their personal items and carry-on baggage in their possession. ONEXBUS does not assume any responsibility for the safe and secure transport of bags over its routes.
Baggage must comply with ONEXBUS’S baggage allowances and restrictions. Certain articles are not accepted for carriage as listed in Prohibited Items section below.
Passengers wishing to carry checked bags in an under-bus baggage compartment do so at their own risk and may only place bags in such compartments with a company staff member present.
It is the passenger’s responsibility to ensure their checked luggage is placed in the correct compartment prior to departure. The passenger shall clearly advise the representative loading the luggage of your arrival point, to ensure your luggage is placed in the appropriate compartment. ONEXBUS will not be responsible for luggage issues as a result of a change in your arrival points.
To protect all luggage stored under the coach, items should be packed or covered in such a way as to not be damaged during transit or not to damage other luggage. It is important that items of a breakable nature (TV’s) or those that contain pointy (ski poles) or greasy (bike chains) parts are secured by a box, suitable covering, or plastic wrap/bags.
ONEX BUS reserves the right to refuse any baggage that is not packaged securely. All items must be in a suitable container that is not at risk of being damaged or causing damage. Acceptable baggage includes things like suitcases, duffel bags, toolboxes, trunks, storage containers, and securely taped cardboard boxes.
Passengers are responsible for picking up their baggage promptly upon arrival and for transferring their baggage from one bus to another during a transfer, as applicable. It is also the passenger’s responsibility to remove all personal items brought on to the vehicle. ONEXBUS will not be responsible for items left behind on the vehicle.
While we are not responsible for any lost or missing items, we will do our best to assist passengers who believe that they have lost or forgotten something on board one of our buses. Passengers must contact our call center or send us an email to support@onexbus.ca for lost items within a maximum of 48 hours after their trip with all the details of your lost item along with your trip (name, booking reference, and contact number) details. If found, we will update you within 24-48 hours.
If needed, we can provide you with courier service for the found item, and all associated courier costs plus C$25+tax will be charged and must be paid in advance through a Credit Card.
Please note that lost & found items found on board our coaches or in one of our offices will be kept for a period of 14 days before being disposed of.
Storage charges may apply for baggage left at an ONEXBUS vehicle or location.
Passengers are responsible for properly tagging and identifying their baggage, including name and address. ONEXBUS is not responsible for a passenger picking up the wrong piece of luggage.

Prohibited Items

E-scooters
Bikes
Electric wheelchairs
Weapons such as, but not limited to, guns, rifles, knives, swords, clubs, bats, or axes
Illegal or controlled substances (with the exception of medications for which the passenger has a valid prescription in their own name)
Live animals, insects, or arachnids
Dangerous goods, as outlined below.

Dangerous Goods

The following items are considered ‘dangerous goods’ and are not permitted on board any of our buses at any time, whether as a checked bag, carry-on, personal item, or on a passenger’s person:

Explosives
- As included in the Explosives Act
Gasses
- Compressed, deeply refrigerated, liquefied or dissolved under pressure.
  - Examples:
    - Commonly used as fuel: propane
    - Commonly used in food refrigeration: nitrogen
    - Commonly used in pulp bleaching: sulfur dioxide
    - Oxygen
  - Flammable liquids
    - Liquids which have a closed-cup flash point not greater than 60 ℃
      - Examples:
        Commonly used as fuel: gasoline, ethanol, fuel oil (diesel)
      - Flammable solids
        Substances liable to spontaneous combustion, and substances that emit flammable gasses upon contact with water (i.e.: water-reactive substances)
        Examples:
        Commonly used in lacquers: naphthalene
        Commonly used in rocket fuel: sodium hydrosulphite
        Commonly used in heat exchangers (valves): sodium
        Oxidizing Substances and Organic Peroxides
        Substances which cause or contribute to the combustion of other material by yielding oxygen or other oxidizing substances or organic compounds which are strong oxidizing agents and may be liable to explosive decomposition, be sensitive to heat, shock or friction or react dangerously with other dangerous goods.
        Examples:
        Commonly used in fertilizers: ammonium nitrate
        Commonly used in automobile body shops as body filler: dibenzoyl peroxide
        Toxic and Infectious Substances
        Solids or liquids that are toxic through inhalation, by skin contact or by ingestion.
        Example:
        Commonly used as a germicide or general disinfectant: phenol
        Micro-organisms that are infectious or that are reasonably believed to be infectious to humans or animals.
        Example:
        Commonly used in disease research: rabies virus
        Radioactive Materials
        Nuclear substances, within the meaning of the Nuclear Safety and Control Act, which are radioactive.
        Example:
        Commonly used in nuclear fuel rods: radioactive material – LSA (yellow cake)
        Corrosives
        Substances that cause destruction of skin or corrode steel or non-clad aluminum.
        Examples:
        Commonly used in batteries and industrial cleaners: sulphuric acid and sodium hydroxide
        Miscellaneous Products, Substances, or Organisms
        Miscellaneous products, substances or organisms considered by the Governor-in-Council to be dangerous to life, health, property, or the environment when handled, offered for transport, or transported.
        Examples:
        Marine pollutants (environmentally hazardous substances)
        Elevated temperature materials: dry ice, asbestos, and lithium batteries.

Support Person for Passenger with a Disability Policy

If a passenger requires the accompaniment of a support person while traveling for reasons relating to a disability, we shall waive the fare for the support person. Tickets must be purchased for both the passenger and support person, and the passenger must contact our call center as soon as possible after booking their ticket for a reimbursement of the support person’s fare.

Please note that this privilege is only applicable for the purchases on onexbus.com and not applicable for tickets purchased on third-party online ticketing platforms.

We request that they provide documentation from one of the following regulated health professionals confirming that they require the support person for reasons relating to a disability:

A member of the College of Audiologists and Speech-Language Pathologists of Ontario
A member of the College of Chiropractors of Ontario
A member of the College of Nurses of Ontario
A member of the College of Occupational Therapists of Ontario
A member of the College of Optometrists of Ontario
A member of the College of Physicians and Surgeons of Ontario
A member of the College of Physiotherapists of Ontario
A member of the College of Psychologists of Ontario
A member of the College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario

If they are visiting from another jurisdiction, they may provide equivalent documentation from a regulated health professional licensed within their home jurisdiction as long as the documentation is in one of the official languages of Canada (i.e.: English or French). If the documentation is in a language other than English or French, the passenger must provide a copy of a certified translation of the document, along with the copy of the original document itself.

PET POLICY

Pets are welcomed on ONEXBUS trips under following conditions.

All pets must securely be in a pet carrier at all times while on board.
Max weight: 15 lbs, length up to 16.5″, height up to 10″
The pet carrier cannot be of bulky size, which cannot fit under your seat.
Be considerate of others and keep your pet carrier out of the way and off the seats.
Service animals are welcome on our board with their owners all day, every day. Passengers must travel with appropriate documentation supporting their needs for the support animals.
If you are traveling to or from another service provider, be sure to check with them in advance as they may have different rules about traveling with pets.

BOARDING, ON-BOARD, AND DISEMBARK POLICY

On our Routes page, you can find an interactive map showing all our stop locations with detailed descriptions. Please note that pick-up and drop-off stops may be at separate locations on Eastbound and Westbound trips. Sometimes, the stops are too close to each other and may look like a single point on the map. To ensure you are waiting at the right stop, please zoom in the map as much as you can to see all the stops around that area and click on the bus icon to read the clear stop description. The bus pickup location is also explained on your emailed ticket. If there is any change in pick up point, you will be informed by our team via email, text, or call.
Each passenger must present either a printed or electronic ticket and valid government issued photo ID at the time of boarding.
Passengers shall be at the pick-up stop 15 minutes prior to departure time.
The buses will only stop at designated stops, and drivers have a limited amount of time allocated to load and unload passengers and luggage. For this reason, even if the bus is stopping between a passenger’s departure and destination, we ask that they remain on board the bus until they arrive at their final destination. If a passenger breaks this rule and disembarks the bus anyway, they are doing so at their own risk; the bus will continue its course as soon as the driver is ready, whether all the passengers are on board the bus or not. ONEXBUS, its partners, and service providers shall not be held liable should a passenger violate this policy and be left behind. The driver will not be required to do a head count or in any other way verify that all the passengers are accounted for prior to departure.
Smoking of any kind and waping is strictly prohibited on board on all ONEXBUS vehicles and offices. Violators will immediately be asked to disembark.
The consumption of illegal and controlled substances, including alcohol, is prohibited on board our buses (with the exception of medications for which the passenger has a valid prescription in their own name). Should the driver discover that a passenger has in their possession any illegal or controlled substance, the driver shall report this to the appropriate authorities to be dealt with at their discretion. “Consumption” can include, but is not limited to the following methods:
Smoking or vaping (tobacco, marijuana, or any other substance)
Drinking a beverage or eating a food product (i.e.: “edibles”) infused with THC or any other psychoactive, psychopharmaceutical, or psychotropic substance (ex.: “shrooms”)
Injection
ONEXBUS has a zero-tolerance policy for weapons, illegal substances, verbal, physical or sexual misconduct (towards other passengers and staff), theft, and any unruly behavior including noise at unreasonable level. This applies to vehicles as well as any offices. Violators will be asked to disembark. There will be no refunds if the passenger is either asked to disembark or denied boarding for any of these reasons.
Some of ONEXBUS vehicles are equipped with an on-board camera for safety purposes. All passengers shall be assumed to acknowledge and accept the video recording during the trip.
Customers are welcome to use child safety seats that are equipped with the 3-point harness, providing a children’s fare ticket is purchased for the seat space. The customer is responsible for securing the child safety seat to the three-point lap/shoulder belt, where provided. ONEXBUS will not be responsible for securing the child car seat to the bus seat and shall not be liable for any damage or injuries caused by the misconnected child seat.
While Wi-Fi is available on some of our vehicles, it is not guaranteed on all vehicles. Where it’s available, there may be connection interruptions along the route.
Power outlets are not available on all our vehicles.
PASSENGER SEARCH POLICY
As a condition of carriage, ONEXBUS reserves the right:
To conduct a search of all passengers, baggage, and cargo for any substance, material, or article of a kind or quality that is likely to be disagreeable to or dangerous to passengers or is likely to expose passengers or baggage to risk, loss, or damage.
To refuse to accept for transportation any such substance, material, or article. or
To require any such substance, material, or article to be placed in the lower baggage compartment as a condition of transport.
No person is obligated to permit a search of their person, baggage, or cargo to be carried out if they choose not to board or have their baggage or cargo placed on the bus.

OBJECTIONABLE PERSONS POLICY

ONEX BUS reserves the right to refuse to transport a person:
- - - Under the influence of alcohol or drugs and who have consumed any amount of alcohol or illegal substances.
    - Whose conduct or behavior is objectionable to other passengers or prospective passengers.
    - Who is incapable of caring for himself or herself, unless travelling with an adult attendant.
    - Who refuses to comply with the Service Agreement of ONEXBUS.
    - Who emanate strong smell either from themselves or their belongings (In consideration of the comfort of our passengers on long journeys). Strong smells include but are not limited to strong perfumes or lotions, body odour, smelly food like fish etc.
Objectionable persons may be forced to disembark from the bus at any usual stopping place or at such other places as the driver may select.
Passengers who are already boarded may also be removed from the bus at the driver’s discretion for the reasons cited in our Service Agreement. In the event of such removal, ONEXBUS does not assume any liability for the loss of fare or accommodation or any other inconvenience.

Emergency Situation Policy

While our drivers do receive emergency preparedness training, the scope of their power, training, and knowledge should an emergency situation arise is limited to the training that they have received. They are not trained law enforcement officers, security guards, paramedics, doctors, fire fighters, or lawyers. While our drivers will handle any situation that arises to the best of their abilities, none of our drivers, ONEXBUS, and our partners or service providers shall be held liable for any loss, harm, suffering, or injury, except in the case of gross negligence, within the limits allowed and prescribed by law.

In the case of an emergency, our drivers are required to intervene only to the extent that it is safe for them to do so and only if they are qualified to intervene in the manner required. They are not permitted to put themselves in harm’s way or to attempt to assist in a manner beyond the scope of their knowledge, training, and/or experience. Should the driver deem the situation to be unsafe or beyond their knowledge, training, and/or experience, they are required to alert emergency services (ex.: by calling 9-1-1 or whichever number is the local emergency number at their current location), then to notify ONEXBUS management of the situation. They may evacuate the bus if they deem it to be necessary for the safety & security of the passengers on board but only if, based on their judgment, doing so would not be put the passengers in further danger (ex.: inclement weather, on the side of a highway).

Should the driver be incapacitated for any reason, ONEXBUS shall, to the best of its ability, attempt to handle the situation as soon as it becomes aware that it has occurred. This may involve, but is not limited to, alerting emergency services to the situation and/or sending another vehicle or vehicles to get any stranded passengers to safety and/or to their final destination. Should ONEXBUS be unaware of the situation, they cannot be held liable for a failure to act, nor can any of its affiliated companies, partners, or service providers be held liable for a failure to act. In such a scenario, ONEXBUS will be relying on a good Samaritan, whether it be a passenger or a witness, to alert emergency services of the emergency situation, who will in turn notify ONEXBUS of what has occurred.

Right to Refuse Service Policy

ONEXBUS reserves the right, at its sole discretion, to ban a passenger from using our services in the future for any reason whatsoever including, but not limited to, a material breach of these Terms & Conditions. Any passenger who has been banned may not attempt to circumvent the ban by any means. Such a ban would prohibit the passenger from using their current account on the ONEXBUS website, creating a new account on the ONEXBUS website, or using somebody else’s account on the ONEXBUS website.

Any passenger who has been banned is prohibited from creating another account on the website in perpetuity. If an account is discovered to have been created by a passenger who has been banned from using our services, that account shall be shut down immediately and without advance warning. Should this occur, the passenger forfeits any and all money that they may have spent using this account, including the cancellation of any valid ticket(s) that they may have purchased as well as the invalidation of any refunds, credits, exchanges, and/or discounts that may have been applied to the account, which the passenger may have otherwise been entitled to had the ban not been in effect.

It is prohibited to knowingly assist someone who has been banned from using our services to purchase or acquire a ticket to use our services. Anybody who is caught doing so shall be banned from using our services in the future as well, and all of the other conditions outlined within this section shall apply to this person to the same extent as the person that they had either attempted to assist or had successfully assisted in circumventing their ban from the ONEXBUS website.

Despite the terms outlined herein, ONEXBUS acknowledges that no amount of due diligence can safeguard completely against a banned user gaining illegitimate access to the ONEXBUS website and/or acquiring a ticket in some manner. Should a banned passenger attempt to board a bus that is being operated by ONEXBUS or by one of its affiliated companies, partners, or service providers, we reserve the right to deny service to the passenger in question. This may include, but is not limited to, a scenario in which the driver of the bus recognizes that passenger in question, in which case the driver may refuse entry to the passenger or, if the driver recognizes the passenger after they have already boarded the bus, the driver may request that the passenger exit the bus immediately. Should the passenger refuse to comply, ONEXBUS may resort to any and all methods at its disposal to enforce this ban, including, but not limited to, notifying law enforcement authorities, and having the passenger removed forcibly from the vehicle. A banned passenger shall not be entitled to any refund, credit, exchange, discount, damages, or any other form of compensation if they are refused service.

WAIVER OF LAWSUIT/LIABILITY

By using ONEXBUS services and/or premises you acknowledge that you forever release and waive any right to bring lawsuit against ONEXBUS and/or its insurers, owners, officers, directors, managers, officials, trustees, agents, employees, or other representatives in connection with exposure, infection and/or spread of COVID-19 related to utilizing ONEXBUS services and/or premises. You understand and agree that by using ONEXBUS services and/or premises that this waiver means you give up any right to bring any claims including for personal injuries, death, disease or property losses, or any other loss, including but not limited to claims of negligence and give up any claim you may have to seek damages, whether known or unknown, foreseen or unforeseen.