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.
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.
The cancellation policy for tickets is based on the type of fare purchased. ONEXBUS offers two types of fares: Flex and Premium.
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.
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’.
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.
First Checked Luggage (Oversize or Overweight)
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:
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:
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.
Pets are welcomed on ONEXBUS trips under following conditions.
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.
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.
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.
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