The short version
If something goes wrong with your ride, tell us — we'll make it right. Refunds are issued to your original payment method, and there is never a fee to ask.
1. What this policy covers
ARK provides accessible transportation, so this policy is about ride fares, co-pays, and cancellation fees — not physical goods. Because rides are a service, "returns" and "exchanges" don't apply; refunds do.
2. Cancelling a ride
Before a driver accepts: cancel any time at no charge. Nothing is billed.
Within 5 minutes of driver acceptance: cancel at no charge.
More than 5 minutes after driver acceptance: a cancellation fee may apply, shown in the app before you confirm the cancellation.
Scheduled and recurring rides: cancel up to 1 hour before the pickup window at no charge. Later cancellations may incur the standard cancellation fee.
If your driver cancels or doesn't show up: you are never charged. Any hold on your card is released automatically.
3. When we refund in full
We refund the full fare (including any co-pay) when:
- Your driver did not arrive, or the ride never started - The vehicle did not meet the accessibility needs on your profile (e.g., no working ramp or securement for your wheelchair) - You were charged twice, or charged the wrong amount, for the same trip - The ride was cancelled by ARK or the driver after you were charged
4. Partial refunds and fare adjustments
If a trip happened but something wasn't right — a significantly longer route than quoted, an incorrect surcharge, or a service issue — contact us and we'll review the trip data and adjust the fare. Where an adjustment is due, we refund the difference.
5. How to request a refund
Contact us within 14 days of the trip (the dispute window in our Terms of Service):
Email: [email protected] Phone: 1-888-469-9009 (toll-free, 7 days a week, 8 am – 8 pm ET) In-app: open the trip in your ride history and choose "Get help with this trip"
Include the trip date and pickup address if you can. We acknowledge every request within 2 business days.
6. How refunds are paid
Refunds go back to your original payment method through Stripe, our payment processor. Once approved, refunds typically appear on your statement within 5–10 business days, depending on your bank. Co-pays collected on behalf of a funding program are refunded to whoever paid them.
7. Organization and program billing
If your rides are billed to a coordinating organization or support program (for example, ODSP-funded transportation arranged by a coordinator), refunds and credits are issued to the paying organization. Your coordinator can reach us at the same contacts above.
8. Nothing here limits your legal rights
This policy adds to, and does not replace, any rights or remedies you have under the Consumer Protection Act (Ontario) and other applicable Canadian law.
9. Contact
ARK Accessibility Services Inc. [email protected]