Cancelling or Changing Trips

What If I Need to Cancel My Ride?

You must cancel any reservations as far in advance as possible or not later than 7:30 a.m. on the day of the booked ride.

Failure to do so may result in the suspension of your GOVA Plus service.

Please call 705-670-2300 to cancel reservations. Cancellations made after 7:30 a.m. on the day of the reservation will be recorded as a Late Cancellation.

Late Cancellations and No-Shows

No-Shows and Late Cancellations reduce the availability of service to other clients. As a GOVA Plus client, it is important that you cancel reservations as soon as possible. When you do not let GOVA Plus know that you do not need a booked ride, that ride is not available to any other client.

You are required to be present and ready at the pickup point from the start of the 25 minute On-Time Window (10 minutes before your assigned pickup time and 15 minutes after your assigned pickup time) unless circumstances beyond your control prevent you from doing so.

Please call 705-670-2300 to cancel rides.

Please note: A Cancellation, Late Cancellation or No-Show is recorded for each portion of a ride; therefore, round trips will be counted as two infractions.

Infraction Limits, Warnings and Suspensions

Cancelled Ride: A ride cancelled no later than 7:30 a.m. on the day of the scheduled ride.

Late Cancellation: A ride cancelled after 7:30 a.m. on the day of the scheduled ride.

No-Show: A No-Show is recorded if the GOVA Plus Bus Operator arrives within the on-time window but the passenger is not there or is not ready.  The return ride portion of a No-Show is automatically cancelled.  If you are a No-Show for the pick-up but you still need the return ride, you must call GOVA Plus to request it. GOVA Plus will provide the return ride if possible.

A No-Show will be recorded in the following cases:

• You or your caregiver refuses the ride when it arrives;
• You are not waiting at the pick-up point at the beginning of your on-time window;
• You have not ensured a safe walk or pathway to and from your pick-up point (i.e. snow or ice removed).

A Cancellation, Late-Cancellation or No-Show is recorded for each portion of a ride; therefore, a cancellation, late cancellation or no-show will be counted as two infractions for any round trip rides.

On-Time Window: This 25-minute window starts 10 minutes before the scheduled pick-up time and extends to 15 minutes after the scheduled pick-up time.

Limits: A notice will be sent if within any one calendar month period, there is an accumulation of:

• 10 Cancelled trips; 
• Three or more Late Cancellations; 
• Three or more No-Shows; or
• Four or more Late Cancellations or No-Shows combined.

First Warning: A first warning letter is sent to inform you that you have exceeded the limits of allowable Cancellations, Late-Cancellations or No-Shows and that this is considered a violation of your terms of service. If you do not remain within limits in the future, your right to use GOVA Plus may be suspended for a period of time.

Second Warning:  A second warning letter is sent to you if you again exceed the limits stated above within six months of receiving a first warning letter.  This is a warning that any further occurrences will result in suspension of GOVA Plus service.

First Letter of Notice:  If you exceed the limits again within six months of the second warning letter, you will receive a First Letter of Notice outlining the details of the exceeded limits and when a three day suspension of GOVA Plus service will occur.

During the suspension period, you will not be able to make any bookings or be provided with any rides on GOVA Plus.

Second Letter of Notice:  If you exceed the limits again within six months of the first letter of notice, you will receive a Second Letter of Notice outlining the details of the exceeded limits and when a seven day suspension from GOVA Plus service will occur.

During the suspension period, you will not be able to make any bookings or be provided with any rides on GOVA Plus.

Subsequent Suspensions: If you exceed the limits again within six months of the preceding suspension, you will receive a 30 day suspension from GOVA Plus service. Upon a 30 day suspension being issued, you will be invited to discuss your suspension with GOVA Plus Administration to determine whether you still need service.

After a 30 day suspension, any further occurrences will result in a six month suspension of service and then a one year suspension of service.  Following a one year suspension, you will be required to reapply for GOVA Plus service.