Terms & Conditions
Terms and conditions
Legal identity
Velocity Bus is run by Velocity Bus Inc.
Email: info@velocitybus.com
Phone: +1 (519) 521-9236
General Provisions
Welcome to Velocity Bus Inc.! We’re thrilled to have you as our esteemed passengers and guests. Before you begin your journey with us, please take the time to thoroughly read the following Terms and Conditions. These guidelines are established to ensure a seamless and pleasant travel experience for everyone, while also defining our shared responsibilities and obligations. By utilizing our services, you agree to comply with these terms, so please review them carefully. If you have any questions or need clarification on any part of these terms, our team is available to help. Thank you for choosing Velocity Bus Inc. for your intercity travel needs. We are committed to providing you with a safe, comfortable, and memorable trip.
Contractual Relationship
When you purchase a ticket from Velocity Bus Inc., you are entering into a contractual agreement with Velocity Bus Inc. for that purchase. By doing so, you agree to adhere to the terms and conditions outlined in:
– Any special instructions provided on your ticket, and
– These Terms & Conditions of Purchase (“Terms”)
Purchasing Tickets
Upon purchasing a ticket through Velocity Bus, you will receive a confirmation via email, our mobile app, or a printed document that includes detailed information about your trip reservation(s). It is crucial to carefully check the booking confirmation to ensure all details are correct.
Velocity Bus offers three options for purchasing your tickets:
1. Tickets can be booked from our website velocitybus.com
If you need any help regarding booking or any queries ou can call us at 5195219236. Our friendly staff will help you.
2. Tickets from Bus Drivers
You can buy your ticket directly from our bus drivers when boarding, offering a convenient option. However, this is subject to seat availability. Please note that drivers do not provide cash change, so you should either have the exact amount in cash or pay using a credit/debit card.
3. Tickets from Third-Party Websites
For added convenience, tickets can also be purchased through trusted third-party websites, giving you multiple ways to access our services. Please be aware that platform fees may apply when buying or canceling tickets through these sites.
Payment Options:
Tickets can be purchased using credit/debit cards or cash from our Bus Drivers. Your convenience is our priority.
We strictly forbid the unauthorized resale of tickets and will take legal action against violators. Our tickets are only valid for the specific schedule, date, time, origin, and destination for which they were purchased.
Velocity Bus offers the option to cancel or reschedule tickets at a reasonable cost. You may cancel or modify your ticket up to 48 hours before your scheduled departure time, with an administrative fee of CAD 4.97 deducted from the refund amount for cancellations or changes.
Amendments to Terms & Conditions of Purchase
Velocity Bus reserves the right to change these Terms at its discretion, except where prohibited by law. The Terms applicable to your purchases are those in effect on both the date you purchase your ticket and the date of your travel. If necessary for operational reasons and without significantly affecting your rights, Velocity Bus may apply updated Terms retroactively.
No employees or ticketing agents of Velocity Bus are authorized to waive, amend, or change any part of these Terms unless such authority is granted in writing by a Velocity Bus corporate officer or an authorized representative.
Cancelling and Rescheduling Reservations
Cancellation by Velocity Bus
Velocity Bus reserves the right to void ticket reservations for any passenger when necessary due to circumstances beyond our control, such as bad weather or other uncontrollable events. Additionally, Velocity Bus may cancel reservations for operational reasons, including safety concerns, at our sole discretion.
If reservations are canceled due to uncontrollable conditions, we will offer affected customers the choice to reschedule their journey at no extra cost or request a refund. Detailed refund information is available in the Refunds section below. Any costs incurred from arranging alternative transportation through another company are the customer’s responsibility. Velocity Bus is not obligated to reimburse these expenses.
Cancellation by a Customer
Customers can cancel tickets up to 48 hours before their scheduled departure time, with an administrative fee of CAD 4.97 deducted from the refund amount. To cancel a reservation, customers must email ticket@velocitybus.com 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 reservations on behalf of customers.
Rescheduling Ticket Reservations
Passengers can change their travel dates at least 48 hours before the scheduled departure time by emailing ticket@velocitybus.com or visiting physical ticketing locations like bus terminals, ticket offices, or ticket kiosks. Bus drivers and Customer Service representatives cannot change reservations on behalf of customers.
When rescheduling, the Booking system will cancel the initial reservation before creating a new one, resulting in a CAD 4.97 administrative fee. If the new ticket costs more than the refunded amount from the original ticket, the customer must pay the difference.
If a customer fails to cancel or reschedule within 48 hours of departure and does not board the bus, the entire ticket fare and associated fees are forfeited. Customers must purchase a new ticket to travel.
Refunds and exchanges are only valid for tickets purchased directly through the Velocity Bus website or our Call Center. Tickets bought from resellers or third-party vendors are subject to their specific terms and conditions. Any questions should be directed to the respective seller.
Refunds and Exchanges
Ticket refund and exchange/rescheduling requests must be received by our call center at least 48 hours before your scheduled departure time. Requests made after the departure time will not be processed. Refunds are processed within five (5) business days after we receive your request.
Trip Delays and Cancellations
Schedules and services may change without prior notice. In cases of delays or cancellations, Velocity Bus will strive to minimize inconveniences or arrange alternative accommodations to help you reach your destination. While we aim for reliable and timely service, unforeseen delays or cancellations may occur. In specific situations, passengers may be eligible for an exchange, voucher, or refund.
If a scheduled departure is delayed, modified, or canceled, all passengers with valid tickets will be notified promptly via text, email, or phone call using the contact information provided during ticket purchase.
The operator/carrier is not responsible for delays caused by factors beyond our control, such as vehicle breakdowns, weather, or traffic conditions. Our responsibility ends once we refund the fare, issue a voucher, or transfer the ticket to the next available schedule. We are not liable for any damages or losses resulting from such cancellations.
Velocity Bus maintains its equipment regularly and conducts safety inspections. If a mechanical breakdown occurs, we will make every effort to get you to your destination by dispatching a replacement bus or hiring a third-party service provider, which may include using an online ride service approved by the Ontario Ministry of Transportation or other municipal authorities.
If a taxi or online cab service is arranged, passengers sharing the vehicle may have to split costs. If a passenger chooses to travel alone, they must cover the full cost. Velocity Bus will not reimburse these expenses. No refunds will be issued for trip disruptions caused by breakdowns, and we are not responsible for personal belongings or travel insurance. Passengers are responsible for their own belongings, and Velocity Bus is not liable for any loss, theft, or damage.
Missed Connections
Velocity Bus is not responsible for missed connections to other carriers (e.g., trains, planes, or other buses) due to bus delays or cancellations. We recommend that passengers allow sufficient time between their scheduled arrival and the departure of any connecting transportation services to account for potential disruptions.
Late Passengers
Passengers must arrive at the designated pick-up point at least 15 minutes before the scheduled departure time. If a passenger misses their bus for any reason not related to our operations, they will not be eligible for a refund, discount, or any form of credit.
We monitor the movements of all our vehicles and promptly notify passengers of any service disruptions via text, email, or phone calls, assuming the contact information provided during ticket purchase is accurate.
Stop locations are clearly listed on your ticket and available on the Routes page of our website. If you are unsure about a stop’s location, our Call Center is available to assist.
If a ticket is purchased for a specific stop, our service is committed to making that stop to pick you up. Therefore, we cannot accept 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 the scheduled departure time, with an administrative fee of CAD 4.97 deducted from the refund.
– Ticket Changes/Rescheduling:
Allowed at least 48 hours before departure. If the new ticket fare is higher, the customer must pay the difference. If the new fare is lower, the original ticket can be refunded, and a new ticket can be purchased at the new fare with a CAD 4.97 administration fee.
– Missed Departure:
If a passenger misses the scheduled departure, their ticket is void, and they must purchase a new ticket to travel. Refund or exchange requests after the departure time will not be processed.
Refunds and exchanges are only applicable for tickets bought from the Velocity Bus website or our Call Center. Tickets from resellers or third-party vendors follow the respective seller’s terms and conditions. All questions should be directed to the respective seller.
Rescheduling can be done by emailing us at ticket@velocitybus.ca or visiting physical ticketing locations such as bus terminals, ticket offices, or ticket kiosks. Passengers can also cancel or reschedule tickets by calling our customer support at {5195219236}, but must still send an email to ticket@velocitybus.com for verification.
Refunds are processed within five (5) business days after receiving your request.
Luggage Policy
Adult Fare Luggage Entitlement
Each passenger is allowed one (1) personal item, one (1) carry-on, and up to two (2) checked luggage pieces as part of the ticket price.
Extra checked bags are available for an additional fee, subject to space availability. To ensure acceptance of additional luggage, we recommend booking in advance.
Passengers may include up to three (3) additional checked bags of regular size without prior contact. For more than three (3) extra checked bags or oversized bags, please contact us at least 48 hours before your travel date to check availability and receive a quote.
Infant Luggage Entitlement
Infants traveling on a lap without a seat are allowed only a personal item and are not entitled to a separate carry-on or checked bag.
Personal Item
– Must fit in the overhead compartment or under the seat in front of you.
– Maximum 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.
– Maximum weight: 7 kg (15 lbs)
– Maximum 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)
– Up to two (2) checked luggage pieces are included in the ticket price.
– Maximum size: 157 cm (62”) total combined dimensions (height + width + depth)
– Maximum weight: 28 kg (62 lbs)
– Examples: large suitcase, large duffel bag
Extra Checked Luggage (Regular)
– Up to three (3) additional checked bags of regular size are allowed without prior contact.
– For more than three (3) extra checked bags or oversized bags, contact us at least 48 hours before your travel date.
– Each extra bag incurs a CAD 5 fee.
– Maximum size: 157 cm (62”) total combined dimensions (height + width + depth)
– Maximum weight: 28 kg (62 lbs)
– Examples: large suitcase, large duffel bag
Oversized or Overweight Luggage
– Contact us at least 48 hours before your travel date for oversized bags.
– Each oversized bag incurs a CAD 10 fee.
– Maximum size: 213 cm (84”) total combined dimensions (height + width + depth)
– Weight: Over 28 kg (62 lbs) up to 40 kg (90 lbs)
– Larger or heavier items are not permitted for safety reasons.
Drivers may not have the capacity to handle oversized or overweight items. Drivers reserve the right to deny handling such luggage. Passengers must load oversized or overweight items themselves under the bus, and Velocity Bus is not liable for any damages or injuries resulting from self-handling.
Pet Policy
Velocity Bus welcomes pets on our trips under the following conditions:
– Pets must stay securely inside a pet carrier throughout the journey.
– The carrier must fit comfortably under your seat.
– Ensure the carrier is positioned out of the way and does not take up seats, being considerate of other passengers.
– Service animals are always allowed on board when accompanied by their owners and must have appropriate documentation.
– If traveling with other service providers, check their specific pet travel regulations in advance.
Boarding, On-Board, and Disembarkation Policy
– Visit our website at velocitybus.ca to view our stop locations. Note that pick-up and drop-off stops may differ for Eastbound and Westbound trips. Contact us at +1 5195219236 if you need assistance locating a stop.
– Every passenger must present a printed or electronic ticket along with a valid government-issued photo ID when boarding.
– Passengers should arrive at the designated Bus Stops at least 15 minutes before the scheduled departure time.
– Buses will only stop at designated locations, and drivers have a set timeframe for boarding and disembarking. Even if your journey includes intermediate stops, please remain on board until you reach your final destination. If you choose to disembark early, you do so at your own risk. The bus will continue its route once the driver is ready, regardless of whether all passengers have reboarded. Velocity Bus is not responsible if a passenger is left behind due to disembarking early. Drivers are not required to conduct headcounts or confirm the presence of all passengers before departure.
– The following behaviors are strictly prohibited on Velocity Bus vehicles and within our facilities. Offenders will be asked to leave immediately:
– Consuming illegal and controlled substances, including alcohol (except for prescribed medications in the passenger’s name).
– Smoking or vaping (tobacco, marijuana, or any other substance).
– Eating or drinking products infused with THC or other psychoactive substances.
– Injecting substances.
Velocity Bus enforces a zero-tolerance policy for weapons, illegal substances, verbal or physical misconduct (towards passengers or staff), theft, and any disruptive behavior, including excessive noise, on board our vehicles or within our premises. Violators will be required to leave the premises or vehicle without any refund if asked to disembark or denied boarding.
Certain buses in our fleet are equipped with onboard cameras for safety purposes. All passengers are assumed to be aware of and consent to video recording during the journey.
While some vehicles offer Wi-Fi service, it is not guaranteed on all buses. If provided, connectivity may occasionally be interrupted during the trip.
Velocity Bus may offer pre-packaged snacks if available on the bus. It is the customer’s responsibility to check for ingredients, and Velocity Bus is not liable for any allergies or reactions caused by food.
Power outlets are not available on board.
Emergency Situation Policy
Our drivers receive emergency preparedness training, but their ability to respond to emergencies is limited to their training. They are not qualified as law enforcement officers, security personnel, paramedics, medical professionals, firefighters, or legal experts. While drivers will handle emergencies to the best of their abilities, neither the drivers, Velocity Bus, nor our partners or service providers are liable for any loss, injury, suffering, or harm, except in cases of gross negligence, within the legal limits.
In emergencies, drivers are required to act within their safe capabilities and qualifications. They must not compromise their own safety or engage in actions beyond their training. If a situation is unsafe or beyond their expertise, drivers must immediately contact emergency services (e.g., dial 9-1-1 or the local emergency number) and inform Velocity Bus management of the situation. Evacuation of the bus may occur if the driver determines it necessary for passenger safety, provided it does not introduce additional risks, such as adverse weather or positioning on a highway shoulder.
If a driver becomes unable to perform their duties for any reason, Velocity Bus will attempt to manage the situation promptly. This may involve alerting emergency services and dispatching another vehicle to ensure the safety and transport of stranded passengers to their destinations. If Velocity Bus is unaware of the situation, neither Velocity Bus nor any affiliated companies, partners, or service providers are responsible for taking action. In such cases, Velocity Bus relies on a Good Samaritan, whether a passenger or bystander, to report the emergency to emergency services, who will then notify Velocity Bus.
Passenger Search Policy
As part of our transportation terms, Velocity Bus reserves the right to:
– Inspect all passengers, their luggage, and cargo to identify substances, materials, or items that may be unpleasant or hazardous to others or pose risks, losses, or damages to passengers or their belongings.
– Refuse to transport any such substance, material, or item.
– Require that any such substance, material, or item be placed in the lower baggage compartment for transportation.
Passengers are not required to consent to searches of their person, luggage, or cargo. They may choose not to board or refrain from placing their luggage or cargo on the bus if they do not wish to undergo a search.
Objectionable Person Policy
Velocity Bus reserves the right to refuse transportation to an individual under the following conditions:
– The person is under the influence of alcohol or drugs, regardless of the amount consumed.
– The person’s conduct or behavior is deemed objectionable by other passengers or potential passengers.
– The person is unable to care for themselves independently unless accompanied by an adult attendant.
– The person refuses to comply with Velocity Bus’s Service Agreement.
– The person emits strong odors from themselves or their belongings, considering the comfort of fellow passengers during long journeys. Strong odors include, but are not limited to, strong perfumes or lotions, body odors, or pungent foods like fish.
Individuals displaying objectionable behavior may be required to disembark at a regular stopping point or another location chosen by the driver. Passengers already on board may also be removed from the bus at the driver’s discretion for reasons outlined in our Terms and Conditions Agreement. In such cases, Velocity Bus is not responsible for any fare loss, accommodation, or other inconveniences incurred.
Waiver of Lawsuit/Liability
By using Velocity Bus’s services and/or premises, you acknowledge that you are permanently releasing and waiving any right to initiate legal action against Velocity Bus and/or its insurers, owners, officers, directors, managers, officials, trustees, agents, employees, or other representatives regarding exposure, infection, and/or transmission of COVID-19 in connection with your use of Velocity Bus services and/or facilities.
You understand and agree that by using Velocity Bus services and/or premises, this waiver signifies your relinquishment of any right to file claims, including those related to personal injuries, fatalities, illnesses, property losses, or any other form of loss. This waiver includes claims based on negligence, whether they are currently known or unknown, anticipated or unanticipated.
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If you have any further questions or need additional assistance, feel free to reach out to our customer support team.
Thank you for choosing Velocity Bus Inc. We wish you a pleasant and safe journey!
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@velocitybus.om
Phone: +1 (519)-521-9236