Policies

Demerit points for cancellations

We’ll add demerit points to your TransHelp account if you cancel late, cancel at the door, or are absent (a no-show) when your vehicle arrives.

We’ll add 1 demerit point to your account if you cancel late.

We’ll add 2 demerit points to your account if you cancel at the door when the driver arrives or if you are absent at your scheduled pick-up time (a no-show).

You can check your demerit points balance by calling 905-791-1015.

Demerit points will not be added to your account if:

• You cancel at least 4 hours before the start of your 30-minute pick-up window.
• The vehicle arrives outside of the 30-minute pick-up window, or
• It's a Severe Weather Day.

How the demerit point system works

Demerit points increase within a rolling window of 4 months. They are added to your account on the first day of every month.

Points added within the first month of a 4-month window will be removed from your account as you either enter the fifth month or a new 4-month window. 

For example, if we added 4 demerit points to your account in February; 2 demerit points in March; 2 demerit points in April, and 2 demerit points in May, you would have a total of 10 demerit points on June 1.

If no new demerit points were added in June, the total demerit points in your account on July 1 would be 6.

Within the 4-month rolling window:

• If your account reaches 7 demerit points, we’ll send you a notification letter.
• If your account reaches 14 demerit points, we’ll send you a second notification letter.
• If your account reaches 21 demerit points, we’ll send a third notification letter telling you that your account has been suspended for 14 days.

Account suspensions

If your account is suspended for 14 days, it will not automatically go back to 0 points at the end of the suspension.

Demerit points stay on your account after a suspension, but any demerit points on your account on the first month of the 4-month window will be removed as you move into the fifth month.

Appealing this decision

There are 2 ways to appeal. You can submit a request online or call 905-791-1015.

When calling to appeal your suspension, you will be asked to provide an explanation of why you disagree with the decision.

Always cancel in advance when you can

If you’re unable or no longer want to travel, please tell us at least 4 hours before the start of your 30-minute pick-up window.

For example, if your trip is booked for 2 p.m., please cancel your trip no later than 10 a.m. that same day.

If you cancel 4 hours before the start of your pick-up window, you won’t have to pay the fare, and we won’t add demerit points to your account.

If you do not cancel at least 4 hours before the start of your pick-up window:

• The fare will be deducted from your account, and
• The corresponding number of demerit points will be added to your account.

Cancel your trip online or through the IVR. Both options allow you to cancel without needing to speak with a representative.

To cancel online, login to your account and select “Review or cancel trips.”

To cancel using IVR, CALL 905-791-1015 and press 1, enter your Client ID and password, press 2, than choose from 3 “cancel your ride” options.

If you owe money on your account that should have already been paid, your account is in arrears.

If you have a negative balance of $-37.50 (10 trips booked in arrears), you’ll get a letter from TransHelp telling you your account is in arrears. We no longer make arrears calls.

You have up to 30 days to make a payment that brings your account back into good standing.

For example, if you get an arrears notification letter on March 5, you have until March 31 to make a payment.

If we do not receive a payment that brings your account back into good standing by the end of the month, you’ll get a letter advising that your TransHelp account has been suspended.

If your account is suspended, you will not be able to book trips or purchase monthly passes.

Once a payment is made that brings your account back into good standing, the suspension will end, and you’ll once again be able to book trips and buy a monthly pass.

To check your account balance, log into your TransHelp account or call 905-791-1015 and press 1.

Appealing this decision

There are 2 ways to appeal. You can submit a request online or call 905-791-1015. When calling to appeal your suspension, you will be asked to provide an explanation of why you disagree with the decision.