Ridesharing questions: fares, credits and cancellations

Where does the pilot operate?

In Montréal, Longueuil, Ottawa and Gatineau. Availability depends on driver listings.

Fares and credits: two separate amounts

The recommended base fare is $25 CAD per seat, with a $30 CAD maximum and whole-dollar pricing. Drivers choose their fare within the pilot limits. Optional custom-stop fees are separate and require approval.

Each account receives two free booking credits. After those, one credit costs $3.99 CAD and covers one reservation, even for multiple seats. Check purchase availability in your account. During the pilot, the ride fare and approved custom-stop fees are paid directly to the driver in cash.

Do I need an app to book?

The website supports searching and booking. Mobile apps are in development; no public app-store availability is claimed here.

Cancellation and pickup

Riders can cancel online at least six hours before the listed departure. Later, contact support@ridely.ca. Drivers may directly cancel a listing only when no passenger has an active reservation. A support request does not automatically cancel a booking.

The driver must wait ten minutes from the later of the agreed pickup time or actual driver arrival. An eligible cancellation restores the booking credit; this is not a card refund.

Custom stops, with approval

Book the driver’s standard meeting points first. If the listing allows it, then request a custom pickup or drop-off within 3 km of the respective standard point. All approved stops must fit a combined 15-minute detour allowance for the other passengers, including stopping. The driver approves each request and fees are disclosed before acceptance.

What the checks cover

Driver identity, current driving eligibility and vehicle insurance require separate review before accepting reservations. A Stripe document check alone does not confirm a current entitlement to drive. Optional profile photos are not identity checks.

Before boarding, compare the person, car, colour and licence plate with your reservation. Show the boarding code only after checking these details. The code confirms the reservation, not someone’s safety.

An expiring link can share the itinerary with someone you trust. It does not show live GPS location or other passengers’ private addresses. Report concerns confidentially to support. For immediate danger, call 911.