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Terms and conditions

 

Legal identity

Intercity Bus is run by Intercity Bus Inc.

Address: 101 York St., London, ON N6A 1A6

Email: info@intercitybus.ca

Phone: +1 (519) 719-9237

General Provisions

Welcome to Intercity Bus Inc.! We are delighted to have you as our valued passengers and guests. Before embarking on your journey with us, we kindly request that you carefully review the following Terms and Conditions. These terms are designed to ensure a smooth and enjoyable travel experience for all, while also outlining our mutual responsibilities and commitments. By using our services, you agree to abide by these terms, so please take a moment to read through them attentively. If you have any questions or require clarification on any aspect of these terms, our team is here to assist you. Thank you for choosing Intercity Bus Inc. for your intercity travel needs, and we look forward to providing you with a safe, comfortable, and memorable journey.

Contractual Relationship

When you purchase a ticket from Intercity Bus Inc., you are entering into a contractual agreement with Intercity Bus Inc. for that purchase. By doing so, you consent to adhere to the terms and conditions outlined in:

  1. Special instructions provided on the ticket, and
  2. These Terms & Conditions of Purchase (“Terms”)

Purchasing Tickets

When you purchase a ticket through Intercity Bus, you will promptly receive a confirmation (via email, mobile app, or a printed document) containing comprehensive details of your confirmed trip reservation(s). It is imperative that you meticulously review the booking confirmation to ensure the accuracy of all provided information.

Intercity Bus offers 3 places where you can purchase your tickets:

Intercity Bus Terminal (101 York St. London, ON N6A 1A6)

Visit our physical terminal location to purchase your tickets in person. Our friendly staff will be ready to assist you.

Ticket purchased from Bus Drivers

You have the flexibility to buy your ticket directly from our bus drivers when boarding our buses, ensuring a hassle-free experience. However, this will be subject to the availability of the seat.

However, Bus drivers will not carry cash change; thus, you should provide the exact cash amount to Bus Drivers for Ticket purchases or else pay using Credit/Debit cards.

Ticket purchased from Third Party Websites

For added convenience, tickets can also be acquired through reputable third-party websites, providing you with multiple avenues to access our services. Please note that when purchasing or cancelling tickets via third-party websites, a platform fee may apply.

Payment Options: Tickets can be purchased using Credit/Debit cards or Cash at our Terminal and directly from our Bus Drivers. Your convenience is our priority.

We strictly prohibit the unauthorized resale of tickets and will take legal action against offenders. Our tickets are valid exclusively for the specified schedule, date, time, origin, and destination for which they were purchased.

Intercity Bus extends the option for ticket cancellation or rescheduling at an exceptionally reasonable cost. You may cancel or modify your ticket up to 48 hours before your scheduled departure time. In such cases, an administrative fee of CAD 4.97 will be deducted from the refund amount for ticket cancellations or changes.

Amendments to Terms & Conditions of Purchase

Intercity Bus retains the right to modify these Terms at its discretion, except where prohibited by applicable law. The Terms that govern your purchases are those in effect on both the date of your ticket purchase and the date of your travel. In cases where it is reasonably necessary for operational purposes and where such modifications do not substantially adversely affect your rights, Intercity Bus may apply these updated Terms retroactively.

 No employees or ticketing agents of Intercity Bus possess the authorization to waive, amend, or change any aspect of these Terms unless such authority is granted in writing by an Intercity Bus corporate officer or a duly authorized designee.

Cancelling and Rescheduling Reservations

Cancellation by Intercity Bus

Intercity Bus reserves the right to void ticket reservations for any passenger whenever it is deemed necessary or advisable due to circumstances beyond their control, such as inclement weather or other uncontrollable conditions. Additionally, Intercity Bus may cancel ticket reservations when it is reasonably required for operational reasons, including concerns related to safety, at their sole discretion.

In cases where ticket reservations are cancelled due to uncontrollable conditions, Intercity Bus will provide affected customers with the choice of either rescheduling their journey at no additional cost or requesting a refund. Detailed information about refunds can be found in the Refunds section of these Terms. Any expenses incurred by a customer for alternative transportation arrangements made through a different company, other than Intercity Bus, will be the customer’s sole responsibility. Intercity Bus is under no obligation to reimburse such expenses.

Cancellation by a customer: 

Customers can cancel tickets up to 48 hours before their scheduled departure time. In such cases, an administrative fee of CAD 4.97 will be deducted from the refund amount for ticket cancellations.

To cancel a ticket reservation, the customer must send an email to ticket@intercitybus.ca or visit a ticket point-of-sale location such as a bus terminal, physical ticket office, or ticket kiosk. Bus drivers and Customer Service representatives are not authorized to cancel ticket reservations on behalf of customers.

Rescheduling Ticket Reservations: 

Passengers have the option to change their travel dates; however, this must be done at least 48 hours before the scheduled departure time of their trip.

Rescheduling can be completed by sending an email to ticket@intercitybus.ca or by visiting physical ticketing locations, such as bus terminals, ticket offices, or ticket kiosks. Neither bus drivers nor Customer Service representatives have the authority to change ticket reservations on customers’ behalf.

When a customer opts to reschedule a ticket reservation, the Booking system, which is employed for ticket bookings, is required to cancel the customer’s initial ticket reservation before creating a new one. Consequently, a CAD 4.97 administrative fee will be levied for the customer’s ticket reservation rescheduling. Moreover, if the cost of the new ticket reservation exceeds the amount refunded for the previous one, the customer will be responsible for covering the price difference.

Should a customer fail to cancel or reschedule their trip within 48 hours of the scheduled departure time and subsequently not embark on the journey, the entire ticket fare and associated fees will be forfeited in their entirety. Customers then will be required to purchase a new ticket in order to travel.

Refunds and exchanges are exclusively valid for tickets acquired directly through the Intercity Bus website or our Call Center. Tickets obtained from resellers or third-party vendors fall under the terms and conditions established by those specific sellers. Any inquiries or concerns should be directed to the respective seller for resolution.

Ticket refund and exchange/rescheduling requests must be received by our call center a minimum of 48 hours prior to your scheduled departure time. Refund or exchange requests received after the scheduled date and time of travel will not be processed.

Refunds are processed within five (5) business days after the receipt of your request.

TRIP DELAYS AND CANCELLATIONS

 Schedules and services may undergo modifications without prior notification. In situations where a scheduled trip experiences delays or is cancelled, Intercity Bus will make every reasonable effort to minimize any inconveniences or arrange alternative accommodations to facilitate your journey to the intended destination. While our commitment remains steadfast in ensuring reliable and punctual service, there may be instances where unforeseen delays or cancellations become unavoidable. In specific cases, passengers may qualify for an exchange, voucher, or refund.

In the event of a delay, modification, or cancellation of their scheduled departure, all passengers holding valid tickets will promptly receive notification via text, email, or phone call, ensuring they are informed as soon as practicable.

  • The operator/carrier will not be responsible for delays caused by factors beyond their control, such as breakdowns, weather, or traffic conditions.
  • Further, our responsibility ends once we refund the fare, issue a voucher, or transfer the ticket to the next available schedule. We are not responsible for compensating any damages or losses resulting from such cancellations.
  • Intercity Bus maintains its equipment regularly and conducts safety inspections. Although mechanical breakdowns can still happen, their commitment is to get you to your destination stop. They will make all reasonable efforts to utilize available resources, such as dispatching a replacement bus or hiring a third-party service provider, to complete your trip. This may also include using an online ride service provider approved by the Ontario Ministry of Transportation or other Municipal Governing Bodies.
  • Should we arrange a taxi or an online cab service, Passengers using a taxi or online cab service may share the vehicle with others. If a guest chooses to travel alone, they are responsible for covering the costs. Intercity Bus will not reimburse such costs.
  • No refunds will be issued in the event of trip disruptions caused by a breakdown. The operator cannot be held responsible for your personal belongings or travel insurance. It is your responsibility to take care of your belongings. Regardless of the circumstances, the operator cannot be held responsible for loss, theft, or damage to any of your personal belongings,

MISSED CONNECTIONS

Intercity Bus cannot assume responsibility for missed connections to other carriers (e.g., trains, planes, or other buses) resulting from bus delays or cancellations. We strongly advise passengers to proactively plan for potential disruptions by allowing sufficient time between their scheduled arrival at the initial destination and the departure of any connecting transportation services, including trains, planes, buses, taxis, and so forth.

LATE PASSENGERS

Passengers must ensure they arrive at the designated pick-up point no later than 15 minutes before the scheduled departure time. In cases where a passenger misses their bus for any reason not attributed to our operations, it’s important to note that they will not be eligible for a refund, discount, or any form of credit.

We diligently oversee the movements of all our vehicles and promptly notify passengers of any service disruptions through text, email, or phone calls, assuming the contact information provided during ticket purchase is accurate.

Stop locations are clearly indicated on your ticket and can also be found on the Routes page of our website. If you are unsure about a stop’s location, our Call Center is readily available to assist.

Rest assured, if a ticket has been purchased for a specific stop, our service is committed to making the designated stop to pick you up. Consequently, we are unable to entertain claims of “I was at the bus stop, but the bus did not arrive.”

TICKET REFUND AND EXCHANGE CONDITIONS

Ticket Cancellation: Customers can cancel tickets up to 48 hours before their scheduled departure time. In such cases, an administrative fee of CAD 4.97 will be deducted from the refund amount for ticket cancellations.

Ticket Changes/Rescheduling: Permitted a minimum of three 48 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 $4.97 administration fee applies.

  • If a passenger misses the scheduled departure, their ticket is void. They are required to purchase a new ticket to travel. Refund or exchange requests received after the scheduled date and time of travel will not be processed.
  • Refunds and exchanges are only applicable for tickets purchased from the Intercity Bus 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.
  • Rescheduling can be done by emailing us at ticket@intercitybus.ca or by visiting physical ticketing locations, such as bus terminals, ticket offices, or ticket kiosks.
  • Passengers can also cancel or reschedule tickets by calling us at our customer support [+1-519-719-9237]. However, passengers will still be required to send an email to ticket@intercitybus.ca for verification purposes.
  • Ticket refund and exchange/rescheduling requests must be received by our call center a minimum of 48 hours prior to your scheduled departure time.
  • Refunds are processed within five (5) business days after the receipt of your request.

LUGGAGE POLICY

ADULT FARE LUGGAGE ENTITLEMENT

As part of the ticket price, every passenger is allowed one (1) personal item, one (1) carry-on, and up to two (2) checked luggage pieces.

Extra checked bags can be accommodated for an additional fee, subject to available space. To guarantee acceptance of your additional luggage on the journey, we recommend booking these in advance.

Passengers are allowed to include up to three (3) additional checked bags of regular size, without the need for prior contact. However, if a passenger intends to bring more than three (3) extra checked bags or have oversized bags, we kindly request that they reach out to us at least 48 hours before their scheduled travel date. This allows us to assess space availability and provide a quotation for the additional bags.

INFANT LUGGAGE ENTITLEMENT
  • Infants travelling on a lap without a seat are entitled to a personal item only, and not entitled to a separate carry-on or checked bag.
PERSONAL ITEM
  • Must fit overhead compartment or under the seat in front of the passenger.
  • Max size: 90 cm (35”) total combined dimensions (height + width + depth)
  • Examples: purse, laptop bag, briefcase, small backpack, tote bag
CARRY-ON
  • Must fit in the overhead compartment.
  • Max weight: 7 kg (15 lbs)
  • Max size: 152 cm (45”) total combined dimensions (height + width + depth)
  • Examples: a small suitcase with a soft case, a small duffel bag or a backpack.
CHECKED LUGGAGE (REGULAR)

As part of the ticket price, every passenger is allowed up to two (2) checked luggage pieces.

  • Max size: 157 cm (62”) total combined dimensions (height + width + depth)
  • Max weight: 28 kg (62 lbs)
  • Examples: large suitcase, large duffel bag
EXTRA CHECKED LUGGAGE (REGULAR)

Passengers are allowed to include up to three (3) additional checked bags of regular size, without the need for prior contact. However, if a passenger intends to bring more than three (3) extra checked bags or have oversized bags, we kindly request that they reach out to us at least 48 hours before their scheduled travel date. This allows us to assess space availability and provide a quotation for the additional bags.

  • Each extra bag will be subject to a $5 charge
  • Max size: 157 cm (62”) total combined dimensions (height + width + depth)
  • Max weight: 28 kg (62 lbs)
  • Examples: large suitcase, large duffel bag
OVERSIZED OR OVERWEIGHT Luggage

For oversized bags, passengers must reach out to us at least 48 hours before their scheduled travel date. This allows us to assess space availability for oversized bags.

  • Each oversized bag will be subject to a $10 charge.
  • Max size: 213 cm (62”) total combined dimensions (height + width + depth)
  • Weight: Above 28 kg (62 lbs) – 40 kg (90 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 oversized/overweight items. The driver/operator reserves the right to deny handling the oversized or overweight luggage. In such a case, the passenger shall be responsible for loading their own oversized/overweight item under the bus, and Intercity Bus cannot be held liable for any damages or injuries caused by the passenger’s self-handling of such items.
PET POLICY

Intercity Bus extends a warm welcome to pets on our trips, with the following stipulations:

    • All pets must remain securely inside a pet carrier throughout the journey.
    • The pet carrier should be of a size that can fit comfortably under your seat.
    • We kindly request that you be considerate of fellow passengers by ensuring your pet carrier is positioned out of the way and does not occupy seats.
    • Service animals are not subject to any restrictions and are permitted on board at all times when accompanied by their owners. Passengers with service animals must carry appropriate documentation validating their need for these support animals.
    • If your travel plans involve other service providers, it’s advisable to check with them in advance, as they may have distinct regulations regarding pet travel.
 
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.

BOARDING, ON-BOARD, AND DISEMBARK POLICY

  • Visit our website at intercitybus.ca to learn about our stop locations. It’s important to be aware that pick-up and drop-off stops may differ for Eastbound and Westbound trips. To ensure you are waiting at the correct stop, please don’t hesitate to get in touch with us by dialling +1 (519) 719-9237.
  • Every passenger is required to show either a printed or electronic ticket along with a valid government-issued photo ID when boarding.
  • Passengers are expected to arrive at the designated Bus Stops 15 minutes before the scheduled departure time.
  • Buses will exclusively make stops at designated locations, and drivers have a predetermined timeframe for passenger and luggage boarding and disembarkation. Therefore, even if a passenger’s journey includes intermediate stops between their departure and destination, we kindly request that they remain on board until they reach their final stop. If a passenger chooses to disembark against this rule, they do so at their own discretion and risk. The bus will resume its route as soon as the driver is prepared, irrespective of whether all passengers have reboarded or not. Intercity Bus will not assume responsibility in the event that a passenger disregards this policy and is inadvertently left behind. The driver will not be obligated to conduct a head count or employ any other method to confirm the presence of all passengers before departure.
  • The following conduct is expressly forbidden on all Intercity Bus vehicles and within our facilities. Offenders will be promptly requested to leave.
      • 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).
      • 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
  • Intercity Bus maintains a strict zero-tolerance policy concerning the presence of weapons, illegal substances, verbal or physical misconduct (towards both fellow passengers and staff), theft, and any disruptive behavior, including excessive noise, whether on board our vehicles or within our premises. This policy extends to all our offices as well.
  • Individuals found in violation of these guidelines will be required to leave the premises or the vehicle. It’s important to note that there will be no refunds provided in cases where a passenger is either asked to disembark or denied boarding due to any of these reasons.
  • Certain buses in our fleet are fitted with onboard cameras for safety reasons. All passengers are presumed to be aware of and consent to the video recording that takes place during the journey.
  • Although Wi-Fi service is accessible on select vehicles, it’s important to note that it is not assured on all our vehicles. In instances where Wi-Fi is provided, occasional interruptions in connectivity may occur during the journey.
  • Intercity Bus may provide market-packaged snacks for the travellers during the trip If the stock will be available on the bus. However, it will be the customer’s responsibility to check for ingredients. Intercity Bus will not be held responsible for any allergies or reactions caused by food.
  • Power outlets are not available.

EMERGENCY SITUATION POLICY

While our drivers undergo emergency preparedness training, it’s essential to recognize that their ability, training, and knowledge in responding to emergency situations are confined to the training they have received. They do not possess qualifications as law enforcement officers, security personnel, paramedics, medical professionals, firefighters, or legal experts. Although our drivers will manage any emergent situation to the best of their capabilities, neither our drivers, Intercity Bus, nor our partners or service providers can be held accountable for any loss, injury, suffering, or harm, except in cases of gross negligence, within the legal limits prescribed by law.

In the event of an emergency, our drivers are mandated to intervene only within their safe capabilities and within the scope of their qualifications. They are not permitted to jeopardize their own safety or engage in actions beyond their knowledge, training, and experience. If the situation is deemed unsafe or exceeds their expertise, they are obligated to promptly contact emergency services (e.g., by dialling 9-1-1 or the local emergency number at their location) and then inform INTERCITYBUS management of the circumstances. Evacuation of the bus may occur if the driver deems it necessary for passenger safety and security, provided it does not pose additional risks, such as adverse weather conditions or placement on a highway shoulder.

Should a driver become unable to fulfill their duties for any reason, Intercity Bus will make every effort to manage the situation as soon as it becomes aware of it. This may include actions such as alerting emergency services and dispatching another vehicle or vehicle to ensure the safety and transport of stranded passengers to their final destinations. In cases where INTERCITYBUS is unaware of the situation, neither Intercity Bus nor any affiliated companies, partners, or service providers can be held accountable for not taking action. In such instances, Intercity Bus will rely on a Good Samaritan, whether a passenger or a bystander, to report the emergency-to-emergency services, who will then notify Intercity Bus of the situation.

PASSENGER SEARCH POLICY

As part of the terms of transportation, Intercity Bus reserves the following rights:

  • To perform inspections of all passengers, their luggage, and cargo to identify substances, materials, or items that may be considered disagreeable or hazardous to fellow passengers or could potentially pose risks, losses, or damages to passengers or their belongings.
  • To decline the carriage of any such substance, material, or item.
  • To stipulate that any such substance, material, or item must be placed in the lower baggage compartment as a prerequisite for transportation.
  • It’s important to note that individuals are not obliged to consent to searches of their person, luggage, or cargo. They have the option to choose not to board or to refrain from placing their luggage or cargo on the bus if they do not wish to undergo the search.

OBJECTIONABLE PERSON POLICY

Intercity Bus reserves the right to decline the transportation of an individual under the following circumstances:

– When the person is under the influence of alcohol or drugs, regardless of the amount consumed.

– When the person’s conduct or behaviour is deemed objectionable by other passengers or potential passengers.

– When the person is unable to independently care for themselves unless accompanied by an adult attendant.

– When the person refuses to adhere to Intercity Bus’s Service Agreement.

– When the person emits strong odours, whether from themselves or their belongings, in consideration of the comfort of fellow passengers during extended journeys. Strong odours encompass but are not limited to, potent perfumes or lotions, body odours, or pungent food items like fish.

Individuals displaying objectionable behaviour may be required to disembark at a regular stopping point or another location chosen by the driver. Passengers who have already boarded may also be removed from the bus at the driver’s discretion for reasons outlined in our Terms and Conditions Agreement. In such cases, Intercity Bus assumes no responsibility for fare loss, accommodation, or any other inconveniences incurred.

WAIVER OF LAWSUIT/LIABILITY

By utilizing the services and/or premises of Intercity Bus, you acknowledge that you are permanently releasing and waiving any entitlement to initiate legal action against Intercity Bus and/or its insurers, owners, officers, directors, managers, officials, trustees, agents, employees, or other representatives concerning exposure, infection, and/or transmission of COVID-19 in connection with your use of Intercity Bus services and/or facilities.

You comprehend and consent that through the utilization of Intercity Bus services and/or premises, this waiver signifies your forfeiture of any right to file claims, including those related to personal injuries, fatalities, illnesses, property losses, or any other form of loss. This waiver encompasses claims based on negligence, whether they are presently known or unknown, anticipated or unanticipated.

CONTACT US

 

Should you have any inquiries, or issues, concerning this Agreement, we strongly encourage you to reach out to us using the following contact information:

Email: info@intercitybus.ca

Phone: +1 (519) 719-9237

Intercity Bus Charter Service